[retributionavoide]

This airline wouldn't know customer service if it ran up and kciked them in the butt.

[Rick Hassall]

I had a companion ticket and wanted to pay for mine and have my wife use the reduced companion ticket but when i booked ticket, i made a mistake and used the ticket w/her name and not mine...now i want to change it and they said no...just another poor example of customer service

[MHorton]

See my complaint below -- I am disgusted with US Airways...they are horrible!!!
My mother had a first class ticket…which she paid over $1300 for…and fell ill prior to the flight. We submitted a letter from her doctor…we actually submitted the letter several times, as your employees kept requesting copies…terrible system on your end – how many copies do you need??? But anyway…my mother is being denied a refund, plus she is being asked to pay $150 for some reason – the letter from Kelly Frost, in your refund department made no sense. Please see my questions below within the body of the correspondence we received…
Dear Mrs. :
Thank you for contacting Customer Relations regarding your US Airways reservation. I regret the medical circumstances that prevented you from traveling with us, as planned. I appreciate the opportunity to address your concerns regarding our non-refundable ticket policies.

The ticket purchased was non-refundable, and the US Airways non refundable ticket policy does not include a medical exception clause for non life threatening illness. (Not once place on your web site does it say anything about “life threatening” nor did any of the service reps I spoke with say this ever – not once) I regret your disappointment; however, the decisions made by our Corporate Refunds Department are final (oh my this is final because your “Corporate Refund Department says so (BS)…that sounds threatening – is it your policy to threaten 84-year-old woman).

As an alternative (an alternative to what????), there is an applicable change fee of $150.00 (for what breathing while your reps work in the refund department?). We will be happy to consider a waiver of this fee (oh, thank you for considering this waiver for which I have no idea why you are charging) with documentation from your doctor. Please provide us with a letter on the doctor’s letterhead, stating that you are unable to travel due to a medical condition. (Sent several copies, can’t believe you have the nerve to ask for another) Once we receive the requested documentation, we will review your request for consideration of waiving the customary reissue fee (Soon you’ll be charging $150 if a person wants to sneeze or breathe on your flights or use the restroom). Please note that any previous documented submitted directly to Refunds would not be accessible by Customer Relations.

You may fax the information or attach the scanned documentation in an email to our department by responding to this email. If necessary, you may send the documentation through the US Mail. Our contact information is as follows:

US Airways
Attn: Customer Relations
4000 E. Sky Harbor Blvd.
Phoenix, AZ 85034

Fax 480-693-2300

Please note that, as the legal owner of your ticket, regardless of who paid for the ticket, you may opt to legally change the name and allow another passenger of your choice to use the ticket by providing a notarized statement relinquishing the rights of your ticket to a new traveler. There is a $150.00 per ticket fee assessed for this service. This fee is not subject to waiver. We will then issue a transferable voucher for the remaining value of the ticket. (Unreal – here is another $150 charge to change the ticket to someone else’s name – after we go through the hassle of getting the letter notarized –with the exact wording you request – again – who is the customer here…talk about horrible customer service…would you like a vile of blood from my mother or the person she is signing the ticket over to??)

If this is the option you would like to consider, please fax a notarized document to the above referenced number. The following statement should be included:

I relinquish ticket number to (NAME OF NEW TRAVELER).

Please note that this consideration is an exception as a one-time courtesy (this is no courtesy – wrong word choice – nice try but there is nothing courteous about this service you are trying to provide) due to the circumstances you have described and is not a normal practice in regard to our non-refundable tickets. It is very important that we have a valid email address and phone number along with your documentation. Please include your US Airways Customer Relations Case Name: US Airways Customer Relations - US-- K1S. Please allow 5 to 7 business days for us to process your information.

Again, I regret the reasons that interrupted your travels and on behalf of our team, wish you a speedy recovery (My mother will not be recovering from be an 84 year-old woman with heart issues and vertigo). We know that you have many choices when it comes to traveling, and we thank you for choosing US Airways (never choosing US Airways again and we will be sure to tell family and friends to boycott your services).

Sincerely,

Rita Simms
Representative, Customer Relations
US Airways Corporate Office


We expect nothing but a full refund for the disservice your company has provided. You have caused mental aggravation and a real hassle. I am so very disappointed with US Airways. What a shameful practice of trying to basically extort money from an ill 84-year-old woman.
And the nerve of US Airways to act those you are doing my mother a favor by charging her $150 to get a refund for a $1300 plus ticket…what a joke!
Please respond ASAP.
CC:
Doug Parker
Chairman and Chief Executive Officer
US Airways
111 West Rio Salado Parkway
Tempe, AZ 85281
Aviation Consumer Protection Division, C-75
U.S. Department of Transportation
1200 New Jersey Ave, S.E.
Washington, D.C. 20590

[MHorton]

Surprised they didn't charge you $150 for the privelege of talking to them -- next they'll be charging us to use bathrooms, oxygen and sitting...

[MHorton]

You have to pay an extra $150 for the possibilty of customer service...lol

[proudnavymom]

My Goodness I am reading this and being thankful I have gotten as far as I did. I have several communications from Kelly Frost. My latest and favorite is "your flight has flown". Well, duh, on April 22nd. I have been lied to and ignored by US Air for 4 months. Hopefully future potential customers will read and heed the warnings

[retributionavoide]

Companys like US Airways pursue only one thing, working the gray areas of the law and exist as little more than con men. The only way the people of this country can eliminate this kind of rampant greed at the expense of the elderly, infirmed, and others in our society in harm's way, is to encourage gevenment regulation. The fiscal philosphy of allowing some individuals to take what they want at the expense of the people who actually earned it is reprehensible even to those who show a conservative bent. The only solution is strict regulation of this industry by the government to force these scoundraels into an honest living (which, by the way, most individuals of the sort now resident in this industry can not endure, who will quickly break the law, and with hope, be incarcerated as the true villans they are).

[retributionavoide]

Companies like US Airways pursue only the obvious, working the gray areas of the law and who exist as little more than con men. The only way the people of this country can eliminate this kind of rampant greed at the expense of the elderly, infirmed, and others in our society in harm's way, is to encourage govenment regulation.

The fiscal philosphy of allowing some individuals to take what they want at the expense of individuals who actually earned it is reprehensible even to those who show a conservative bent.

The only solution is strict regulation of this industry by the government to force these scoundraels into an honest living (which, by the way, most individuals of the sort now resident in this industry can not endure, who will quickly break the law, and with hope, be incarcerated as the true villans they are).

[retributionavoide]

testdgflsdfsldfjs;lfkjaspghj