[sdtackett]

I booked a flight back in September of 2007 for a round trip to Michigan for the Thanksgiving holiday. My flight was leaving on November 17th. I started a new job very soon after I booked the flight and could not take any time off, so I had to cancel the flight. I canceled the tickets on October 12, 2007. I had already paid almost $400 for the tickets and there were $150 in fees. It was a non-refundable flight, however I had it in writing in my ticket confirmation email that I would be able to book another flight with them to use my $250 credit. I phoned customer service to confirm this and was told I had to fly by September of 2008. No where in writing does it say this.

To make a long story shorter, I am unable to fly in September. I once again started a new job (unemployment is horrible in Oregon right now), I can not take time off, and I am pretty much flat broke. All I wanted US Air to do is extend the time I have to travel. They pretty much told me "tough luck" and then criticized me for purchasing a non-refundable ticket. Then they told me it was consumers like me that drive up the cost of airline tickets !!! So basically I gave US Air $400 for nothing.

Oh by the way, I called US Airlines in early November to check on the status of being able to purchase that SAME trip on November 17th for the Thanksgiving holiday and THEY WERE COMPLETELY BOOKED !!! That means they resold the seats that I had paid for. So they made DOUBLE the money on the same seat !!! They were not out one dime, and in fact actually made a huge profit, but I am out $400. And now they refuse to let me extend the time I can book another flight to use my $250 credit.

I am absolutely outraged that they received double airfair, basically stole my $400 and then insulted me on top of everything else. I have a very limited income and I could really use that money they took from me. If nothing else they could let me fly at a later date. Oh yeah, they said that "maybe" they would let me do that..............for ANOTHER $150.00 fee. So they would at that point be charging $300 in fees for flights that they were paid in full for TWICE.

[debbie_q2003]

I just wanted to share this that I went through with US Airways - I hope that you will please share this with others - Please send it to your sales managers, corporate travel people, Kiwanis Clubs, alumni groups, church officials etc..we need to get this word out.

Ok I just need to vent - my son will be leaving next month for his second tour to Iraq

When our Strykers (Strykers from Ft Wainwright AK) were in CA training they were told that they would be able to fly out on the 3rd from Vegas. So my son had his ticket to fly out on US Airways that day. Well they got done sooner and were told that they would be taken to the airport on the 1st. Matt called the airlines to see if he would be able to change his ticket for a reasonable cost. He was told it would be $37.00 which he could pay at the airport. Well when he got to the airport he was 1st told that was wrong but it was only going to be $97.00 because they would wave the changing fee. But then they said no they had to charge him the $150.00 fee plus the $97.00. Needless to say of course he wanted to come home early and not sit in the airport for two days so he paid it. He explained the whole thing to them and showed them his military ID so they new he was Army. The kicker is that his buddy decided to travel in his uniform (Matt having been in it for the month was ready to be in "normal clothes" so was not in uniform) Well they did not charge him anything extra to change his ticket.

So being Mom - he gave me all the information and I wrote them a letter explaining everything and this is there reply--

Dear Mrs. Quinter:

Thank you for contacting Customer Relations at US Airways. We appreciate you
contacting us regarding the change fee. On behalf of US Airways, we appreciate
Matthew's service to protect and defend our country.

Non-refundable tickets present the most economical fares. However, they are
also one of the more restrictive tickets. These restrictions make it possible to
continue to offer low priced sale fares in addition to deeply discounted air
fares.

If our customers are unable to travel as originally scheduled and have
contacted us prior to their day of departure, US Airways does offer the
flexibility of using the ticket at a later date. Tickets will retain their
monetary value for one year from the date of issue.

A reissue fee of $150.00 will be assessed along with any applicable fare
difference at the time of reissue. If the new fare for travel is less than the
unused credit, there is no residual value.

Please note: Some times Military fares are higher than the normal fare because
the ticket goes from a non-refundable to a fully refundable and in some markets
there is no military discount.

We regret the circumstances that necessitated the change in your son's
travel plans. Please fax in your son's military orders for further review
and we will forward to our Refund Department for consideration of the $150.00
change fee.

Thank you for giving us the opportunity to address your concerns. We appreciate
and value your business and look forward to serving you on a future US Airways
flight.

Fax number 480-693-2300, please refer to file 2611896B

Sincerely,
J Cano
US Airways Customer Relations
Corporate Office

Well being that this was scheduled leave there are no orders to fax them - I wrote and told him that and this was his reply

Dear Ms. Quinter:

Thank you for your recent correspondence to Customer Relations at US Airways. We apologize that our former attempts to resolve this issue were not to your satisfaction. As customer satisfaction is our main focus, we want to be sure the decisions we make are based on research, facts, policies and procedures, along with customer perceptions. We are very concerned about any breakdown in service that disrupts or detracts from the enjoyable travel experience all of our customers have a right to expect.

Again, please accept our apology for your inconvenience. We sincerely hope you will give US Airways another chance to earn back your business.

Sincerely,
J Cano
US Airways Customer Relations
Corporate Office

Needless to say I just wrote them and told him that there is no way we will be flying with them ever because there are lots of choices out there that are fair to our military. I know that this is a long email but wanted you to see there words. Makes me mad that they are basically saying that they should pay the higher price so "if" or "when" they have to change it they can - Do they not realize that these young men and women do not live on high incomes.

Ok I am off the soap box for now and thanks for letting me vent American and Delta are willing to bend for the Military and they are the ones that I will be flying with not US Airways ever!

Debbie
Proud Army MOM

[abutterfinger25]

Debbie

American and Delta have the same policy in regards to change ticket fees as US Airways and your experince would have been almost the same if you dealt with them. Unless of course you happened to reach an agent that was willing to break the rules under the old adage, it is easier to ask for forgiveness than permission. There are some agents in all the airlines who are willing to waiver their companies rules and others who play everything by the book - it is the same in every industry.

On a side note, I have observed that uniformed military personnel will be treated better by the airlines then other passengers.

[debbie_q2003]

They may have the same policy in writing but I have personally delt with Delta and they were understanding and willing to bend. I handled it the same way with an email from there website and recieved a phone call back from them and they were very understanding and offered to do anything to help make the matter better. Also have had other Army friends that have had the same situtation with American and they also were helpful. US Airways was not understanding at all - I am sorry but with the Army we are never sure of anything and these are the same young men and women that keep us safe - they should be able to bend some rules for them. I know that I have touched based with a lot of people and US Airways will not be getting any of our bussiness and have heard more negitve storys from others about them.

[abutterfinger25]

As I said, you got agents that were willing to waive the rules. I have seen situations where Delta, American, United, ect, were unwilling to waive the rules.

In these type of situations, it all comes down to getting an agent who is willing to bend.

[califdrmn99]

They have no concern for their customers. They should not be allowed to continue to rip off the general public. Fly with any airline except US AIRWAYS. Their indifference to our military is their attitude to all of their customers. Buyer Beware!

[Daria]

I agree with never flying US Airways. I am proud to say I haven't flown US Airways since 2002 . Prior to that I was occasionally forced to fly them, as the US Army would purchase tickets for travel on them when I had to travel or deploy. I don't believe I have ever had a pleasant trip with them. Surly flight attendants, gate and check in agents never failed to amaze me. I don't wish to be treated rudely, and certainly won't pay to be treated poorly, so I don't fly their airline. My choice as a passenger. While at the time I was in the Army when I traveled on own dime or on the Army's dime it was always economy. I am now in a considerably more lucrative profession and can travel business or first class, and I do, but I don't give that money to US Air!