This is a courtesy email; courtesy which I am extending to you; even though US airlines failed to do the same for me. On June 9, after spending nearly 3 hours trapped on one of your planes; we were told we were returning to LGA to refuel. Upon returning to the gate we (the passengers) notice our luggage being unloaded. Shortly after, we were told (via intercom) that our flight was being cancelled due to weather. My complaint is not that our flight was cancelled due to unsafe flying conditions; rather, the way your airline handled these consequences. I don't appreciate being lied to (pilot telling us we were refueling) or being held against my will. I don't appreciate the militancy of the flight attendants who allowed passengers to use their cellular phones, yet refused to allow me to use my laptop computer. I am appalled at the fact that while we were booked onto alternate flights the next day, we were not assisted in finding accommodations. You have no idea how difficult it was to keep my composure as your "customer service" personnel related that she could book us on an alternate flight in the morning, and that we would not be assisted with accommodations and that we couldn't stay in the airport. 3-4 more hours, countless phone calls, and 150 attempts by AAA to find a hotel; myself and several of my fellow passengers were resigned to the fact that we were stuck. True to your customer service representatives warning; we were not permitted to stay in the airport, and with no hotel reservations; and literally no hotels available- we found ourselves in an incredibly desperate situation.....stand outside in the rain all night, or find alternate arrangements. We ultimately secured a room in New Jersey where we were able to stay for a little over 3 hours at a cost of $ 250.00 [ you can guess what that was like]. Just getting there cost us 150.00, followed by another 189.00 to get us back to the airport the next morning. Add in a day of missed work...and the costs incurred by this one passenger were over $1,000.00. Believe it or not, we were one of the more lucky US Airways passengers. As we were getting into our cab to head to New Jersey , we saw a family of four standing in the rain -frantically trying to arrange a place to spend the night....I truly wish I would have been able to give them a hand, but unfortunately; I was simply "tapped out" by your airline.
I am appalled at how cavalier your flight staff was at the cancellation - but I guess it was not really a big deal for them....they had a place to stay.
In closing, I am sickened by your company's blatant disregard towards their "customers" needs. Again, it is out of courtesy that I have taken the time to notify you of your shameless failure in writing... before I post/report my experience on every consumer affairs, airline or travel related website I can get my hands on. Please note: I am not interested in a refund or any coupons.....I, would ask instead that you redirect any such retribution to a NY homeless shelter (nearest LGA); afterall, this is one sure way, you can serve your future passengers
Jun 25, 2008, 2:44 AM
Appalling Treatment by US Airways
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