Never again
Never again will I fly US Airways. I had a trip scheduled to go from Minneapolis to Munich from June 18 through July 1 and I had nothing but trouble with US Airways.
First of all, the US Airways flight schedule was fatally flawed, as we had 73 minutes for our change of flights to Munich via Philadelphia. Second, when we brought our bags to the desk agent at MSP, he checked us in for our 1:45 PM flight to Munich, without telling us there was a problem with the time of departure. After going through security and getting to our gate no more than 15 minutes later, a sign at the gate indicated that our flight was delayed until 2:50 PM. As such, we knew that we would never make our connection in PHL to MUC, so we looked for a gate agent. There were none at any of the US Airways gates at the Minneapolis airport, so we went back through security and back to the desk agent. Luckily, he rebooked us to Munich via Frankfurt (from PHL). However, after getting back to the gate, we noticed on the sheet of paper he gave us that he booked the 2nd leg of the flight from Frankfurt to Munich on June 25, one week later than we were traveling. This time one of the gate agents helped us get on the correct flight on June 19. When another group of passengers approached the second gate agent with the same dilemma as us (heading to Munich) he was quite rude to them, telling them, too bad, they would have to fly tomorrow as all other flights to Europe (Frankfurt) were booked. Had we done nothing at MSP, we would have missed our flight to Munich, and been stuck in Philadelphia for a day and also cut our trip a day short and been stuck paying for our hotel room as the room was not refundable.
On top of this, on our flight to Frankfurt, the AVOD (in seat entertainment) system would not work, regardless of how many times it was rebooted. On a short flight this is a mere inconvenience, but on a trans-Atlantic flight, this was made the flight seem far longer than it actually was.
On the flight home from Munich to PHI on July 1, the audio jack for my seat had a problem, and the only way I could get audio was to physically hold the plug in a certain position the entire time the system was on.
Finally, on returning home, after passing through customs in PHL, picking up our luggage and going back through to catch my connecting flight to MSP (US Airways 1425), I realized I had forgotten my new hat on the plane from Munich, so I walked over to the US Airways Customer Service Center, next to my gate in PHL. When I explained my issue to the agent, she told me I had to go back to the plane to get it. I pointed out that I couldn't since it was on the other side of customs. At that point, with a most insincere smile, she said "We don't deliver, too bad" and then turned away from me. I felt that this was incredibly rude and unprofessional and reflects very badly on US Airways. However, I did not get the agent's name as I was both very tired and in shock by this uncaring attitude. Couldn't she have gotten someone to bring it to US Airways lost and found so I could retrieve it or at least express sorrow that there was nothing she could do?
Although I contacted US Airways twice with this complaint, all they were willing to compensate me with was a $75 voucher on a future flight, despite the fact that there were two of us, issues occurred on multiple flights and my hat alone was worth that amount.
All I got out of this trip is that US Airways is incompetent and their "Customer Service" employees are rude. They also seem to be stupid if they think they can regain my good will with a worthless gesture of giving me $75 on a future flight. Perhaps, we now know why they were going broke and are having to merge with American Airlines.
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Jul 30, 2013, 5:32 PM
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