[virginiasteve]

Recently my wife and I traveled on a non-refundable ticket from Washington DC to Tampa to Washington DC. On our way to the Tampa airport for our return flight unexpected traffic congestion caused us to miss our flight. We promptly called the airlines when it became apparent that we would not make the return flight. We were booked on a later flight and repeatedly assured by the agent that there would be no charge. What a very kind expression of customer appreciation my wife and I thought. We were ready to accept the extra $150.00 change fee since the ticket was non-refundable. Today we received our credit card bill listing charges from USAirways for $126.00 for the fare difference and $150.00 for the reservation change fee per ticket.

Would any responsible business allow employees to conduct themselves in this deceptive manner and expect to retain customer loyalty and respect? I don’t think so and hope USAirways recognizes the degree of brand erosion and loss of customer loyalty unprofessional behavior like this causes. I will be looking to other airlines for my travel needs in the future.