[SafviSat]

Our family was supposed to fly from San Jose, California to Phoenix, AZ, where we were to connecting to another US Airways flight to Caribbean.

To ensure our flight was not impacted by the bad weather in the east coast, we were in the airport and in contact with multiple representatives of US Airways within 24 hours of our flight to make sure we were not going to be affected in our plans being on the west coast and flying to the Caribbean. However we were continually told there were no problems despite finding out at 3:30 am that our flight, which was suppose to be the first flight out of San Jose was delayed. According to the US Airways website, the reason for the delay of our flight was due to the “aircraft maintenance”, not weather related issues. Due to the delay of this flight, we will miss our connection flight to Caribbean.

We called the customer service at 4am and held for 40 minutes and finally talked to a customer service representative. She said she would NOT have anything available for us until after Christmas, which is after Dec 25th.

We asked her to contact another airline for us to fly out that morning from nearby airports. After holding for another 40 minutes, she told us she was not able to get us help from other airlines either.

We requested to speak to a supervisor; and which point she put us on hold for another 30 minutes. Finally, her supervisor answered the call and told us the same thing, “There is nothing we can do to help you fly out San Jose on Dec 21st, or anytime until after December 25th. You can e-mail our customer relations to file the complaint. We don’t know how long you will get your airfare back if you cancel. Your refund could take up to 2-4 months due to our cancellations process.” Her last greeting to us before hung up the call was " thank you for choosing US Airways. Happy holidays"

STAY AWAY from this airline, no matter how cheap their airfares are. It's not worth saving the money to deal with this airline and their poor customer services.