[saundraenglish]

On May 22, 2012 I purchased three tickets from Philadelphia to Frankfurt, Germany to celebrate the holidays. Unfortunately, my brother-in-law had a stroke, heart attack and was diagnosed with lung, brain and adrenal cancer and was forced to move in with us in November. We were obviously unable to leave him alone and subsequently had to postpone our trip.

Thinking I had a full year from the original issue date of the tickets to reschedule our trip, I contacted US Airways on May 6, 2013 to reschedule the exact trip, once again planning to travel over the holidays. I was told that we were unable to use the remaining value of our tickets unless we could travel by May 22, our original ticket issue date.

I am not requesting a refund of my tickets. In fact, I am more than willing to pay the change fee of $250 per ticket and for the additional fare for the flights. So in essence, US Airways would gain an additional $810 for the same tickets after all is said and done.

I contacted Customer Service and was emailed by Ms. Kathi Gee, Representative, Customer Relations,with the following message. I’m sorry that you were unable to travel with us as originally planned. As you may know, non-refundable tickets are generally the most economical but are also the most restrictive. The Terms and Conditions assigned to the non-refundable tickets state they cannot be extended. I sincerely regret the personal circumstances preventing you from using the ticket within the one-year time frame. Unfortunately, we will not be able to honor your request for an extension.

So, US Airways has my $3,510 and they probably sold my seats any way last December, too. What other industry can do this? Isn't this against the law to steal from consumers?

[The_Judge]

Yes, it is against the law to steal. However, what they did is not against the law. Research, learn and move on.

[jimworcs]

They get you either way. It would have cost thousands more for fully flexible tickets. These contracts are ridiculously one-sided and unfair, but they are, as the judge says, legal.

[saundraenglish]

UPDATE...I just got off the phone with Pat from Customer Relations and US Airways has agreed to issue me a voucher for the value of my tickets minus the change fee. Halleluiah !!! I couldn't be happier. I am a customer for life.

THANK YOU !!! THANK YOU !!! THANK YOU !!! PAT

[jimworcs]

It is great that you have persuaded US Airways to have a little compassion and allow your family to make this trip. Pat must be new, or never received the "hostile and unco-operative training" that most airline employees receive in Induction. However, one act of compassion doesn't require a lifetime of loyalty. US Airways simply did the decent thing. If they had not shown some flexibility, they would have been doing the wrong thing. Airlines do not show loyalty to customers and customers need to always shop around for the best price and convenience to them. This is the only way they would change to improve their service... my advice, NEVER show loyalty to an airline, it is NEVER reciprocated.

Judge: I think there may be gap in the US Airways training that you could fill.

[AirlineSympathizer]

Originally Posted by jimworcs

my advice, NEVER show loyalty to an airline, it is NEVER reciprocated.

Oops, you used the word never. You're completely wrong. I showed loyalty to an airline, and I have been treated extremely well...far beyond their T&Cs. I fly more than most, however.

[jimworcs]

They didn't show you loyalty...they behaved in a way to keep you has a "high rev" passenger. Reduce the miles flown and see how loyal they stay.

[AirlineSympathizer]

Originally Posted by jimworcs

They didn't show you loyalty...they behaved in a way to keep you has a "high rev" passenger. Reduce the miles flown and see how loyal they stay.

A matter of semantics. A number of airline programs have lifetime status. So, they will indeed stay "loyal" (or insert the self-approved terminology of your choice) when I stop flying.

[The_Judge]

Yes, I see that. I'll have my secretary call them in the morning. You'll get your usual percentage for the tip.

[AirlineSympathizer]

I find people who say things like that are unable to articulate exactly how. Don't bother though; it would just be another gymnastics exercise for you, and you seem well enough stretched out as it is.

[stonecold_1981]

AirlineSympathizer,

How would justify United dropping a lot of benefits from the Premier (now Silver) elite tier and essentially demoting them to a no-status? Don't you think they showed loyalty to United by flying 25k+ miles in a year with them.

Or is loyalty defined by the total number of $ spent with the airline (irrespective of the spending power or need)?

By the way, I don't disagree with your overall premise here. I believe you are saying - so long as you fly enough to make it to the top tier of an airline mileage program, you should stick to one airline.

However, I think Jim's point applies to the an average or even an above-average traveler. There is no reason for such a person to be loyal to a specific airline. The benefits don't justify the cost (in this case cost includes the $$ as well as the service-compromise that people make while selecting an airline).

[AirlineSympathizer]

Originally Posted by stonecold_1981

However, I think Jim's point applies to the an average or even an above-average traveler. There is no reason for such a person to be loyal to a specific airline. The benefits don't justify the cost (in this case cost includes the $$ as well as the service-compromise that people make while selecting an airline).

For an "average" person I might agree with you...but there are still some FFps without expiration out there. People can still get themselves an occasional free ticket with no real extra effort or cost.

25K miles a year, btw, is nothing. AA's top tiers do 100K. Airlines remove (and indeed, add) benefits all the time. This is nothing new. As I have said, mergers and bankruptcy will eliminate any benefits you had with any company - airline or not. It's silly to state that as an example, when there are a lot of other good ones. I never fly United because I find them personally, a terrible airline....so no clue what they do.

[jimworcs]

United justify it, the way all three of the mega carriers justify their actions. They blame market conditions, but it is a management tool to file Chapter 11 to run away from their contractual relationships.

AA filed to get their pilot contracts re-written and to rip up other employee contracts, there was no other reason.

You are right, average or even above average travellers get no benefit from such schemes. Even very high usage travellers would typically only benefit from such schemes if their employers are paying the bills and they are reaping the rewards. If they were paying the costs, they would still be cheaper shopping around.

[stonecold_1981]

AS: "25K miles a year, btw, is nothing. AA's top tiers do 100K."
The two are not comparable. Untied's top tier also requires 100K. My point was to highlight the difference between the top fliers and the rest (btw. 25K miles is above average....not that it gets you a coveted status. Still it IS above-average).

Jim: " If they were paying the costs, they would still be cheaper shopping around.". Haha. That's exactly what I did Flew a lot for work in 2011 and got a 1K status with them in 2012. But didnt fly much in 2012 (have a *G with them this year).
Aside from the rank-bad-service-airlines (Spirit, and Delta), I really don't care who I fly with this year.