[L Jewell]

This is to file a complaint about denial of boarding and disgusting lack of customer service. We arrived at the Phoenix airport very early, we checked ourselves in as required, since US Airways has no check in staff at the Phoenix airport. There was no one to speak with or provide direction to us. We went through security and found our gate. We specifically went straight to the gate because I wanted to find a US Airways representative to speak with to see if we could get help switching seats so that I could sit with my son (this was his first time flying). When we got to the gate, there was still no US Airways personnel in sight. No one was behind the gate desk a half hour before departure and no plane was yet at the gate. So we sat down and ordered something to eat in the area immediately next to the gate. We heard no boarding annoucements whatsoever even though we were literally a few feet from the gate, just behind a dividing wall. When we returned to the gate desk about 15 minutes before departure, there was no one there, again no one at the gate desk, but the plane was now there. As we tried to figure out what was going on, a US Airways staff woman came in from the boarding tunnel. When she saw us, she said "I just backed up, I already did my last call..." I said you have got to be kidding me, we are here, the plane is here, and you are telling me you are not going to let us get on the plane???" She said she closes the doors 10 minutes before depature time. This was news to us--of course, with no personnel available, any such information was never conveyed to us, and as she said that she locks the doors 10 minutes ahead, I looked down at my watch and it was 10 minutes ahead just right then. The woman clearly had no care whatsoever and no customer service bone in her body. She could not have been at that gate more than 10 minutes, clearly showing up at the very last minute to quickly load passengers, lock up, and get herself back out of there asap, that was clearly her only goal. We had our advance reservations and our boarding passes--I assume her computer told her that there were 3 passengers that had boarding passess that had not yet boarded. There was absolutely no reason whatsoever for her to lock those doors early and tell us that we were blocked from getting on that plane. It was a disgusting disregard for customers and exactly the kind of non-service that makes people avoid flying. The "customer service" desk was pretty much the same. No regard and no help, just hand us a slip and tell us to call an 800 number. So, instead of being home on Sunday night by 9:30 as planned, we were trying to find a hotel and airport shuttle, needing to spend an extra night in Pheonix. American airlines deserve to go bankrupt and NOT BE BAILED OUT if this is the type of "service" they provide. It would really be nice for flying to be a peasant experience but it seems to never be anymore. I would fly a lot more often if it wasn't such a dehumanizing, annoying, and unreliable experience. There are a lot of people who would be thankful to have a job and would bring a pleasant attitude. These airlines need to get rid of the robot drowns and learn what customer service is!

[PHXFlyer]

Your post is chock full of inaccuracies. As PHX is my home airport I can assure you there are plenty of US Airways personnel available throughout the terminal both before and after security. PHX, after all, is US Airways western hub and the corporate offices are located nearby in Tempe.

Where did you enter the terminal? Terminal 4has 3 levels. The lower level is all baggage claim. The middle level is where the ticket counters and checkin areas are. US Airways and Southwest are the two biggest airlines at PHX and they have literally dozens of counters which are staffed at all times. The upper level is where you queue up for TSA screening and access the gates. There are also US Airways checkin kiosks located just outside of security for those that don't need to check bags so they can get their boarding passes and proceed to the gate.

Once through security US Airways has gates on four concourses all on the north side of the terminal. In each one of these concourses there is a customer service counter which is staffed at all times while the airport is open.

Agents arrive at a gate to start working the flight approximately one hour before scheduled departure time. I think it's about 45 minutes for the express flights on the smaller regional aircraft. If you were really there 30 minutes before departure and there were no agents staffing the gate then perhaps you were at the wrong gate or were there at the wrong time. Had you set your watches properly? Arizona does not observe Daylight Savings Time so during the summer months we are on the same time as California and the west coast. Next week when the rest of the country sets their clocks back an hour we wiull again be on the same time as Denver and the Mountain Time Zone. Our time officially remains Mountain Standard Time year-round.

I think you need to take some personal responsibility for this. You knew it was close to boarding time yet you chose top go into a nearby restaurant. What could you possibly order and consume in a restaurant in 15 minutes? Furthermore the PA announcements for the gates cannot be heard in the restaurants. Boarding announcements in a large hub like Phoenix are only made in the boarding area. If every flight's boarding were announced everywhere it would be a non-stop cacophony of information that doesn't apply to most people hearing it.

What I find most hard to believe is your claim that there were no employees to be found that could give you any information. I just don't buy it. If this was a small outstation, perhaps, but we're talking about a huge hub airport here. If you really didn't see anyone at your gate why didn't you go to a nearby gate and ask an employee there? Perhaps the agent working your flight had to escort the crew down the jetway and was momentarily away from the desk. Also late in your post you mention going to the customer service center for re-booking. Did you not see that same customer service center as you walked to your gate? There is also signage for each customer service center on each concourse. You mentioned you were traveling with your son and one other person and I don't know the ages but were you completely distracted by him and just lost track of time and were unaware of your surroundings? It can happen to anyone. The airline is such an easy target for blame.

[Leatherboy2006]

question on why OP said American Airlines should go bankrupt and out of business when this was a USAir Airways complaint?

[PHXFlyer]

Originally Posted by Leatherboy2006

question on why OP said American Airlines should go bankrupt and out of business when this was a USAir Airways complaint?

Either it was a typo or was meant to say "all American airlines." Don't know which. Bankruptcy means very little, though. Post 9/11 almost all US airlines were in Chapter 11 at one time or another. I think the only "legacies" who survived without filing were Alaska, Continental, and Southwest.

[jimworcs]

American airlines = generic statement, which could relate to any American airline.

American Airlines = proper name, specific to the actual airline of the same name.

The OP put American airlines... it was leatherboy (welcome back, where you been?) who changed that to American Airlines...

[PHXFlyer]

Originally Posted by jimworcs

American airlines = generic statement, which could relate to any American airline.

American Airlines = proper name, specific to the actual airline of the same name.

The OP put American airlines... it was leatherboy (welcome back, where you been?) who changed that to American Airlines...

Nothing more? Shall I consider this tacit agreement? Going soft 'ol boy?

[jimworcs]

Well I suspect the traveller, who doesn't sound too experienced, may have contributed to the problem... but why is it that airline employees adopt a hostile, nasty attitude towards customers? It happens time and time again. The alternative would have been for the rep to say

" I am so sorry, but unfortunately I have already done the loading sheets and signed off on the paperwork and the door has been closed. I can understand how frustrating that is for you, but it would cause a delay and may result in the aircraft missing it's slot if we allow you to board. Let me see if I can find someone to help you".

It is the hosility that is so hard to take.

There, is that any better PHX...?

[Gromit801]

For all we really know, the CSA might have explained it. I have found with life in general, and particularly in relating a complaint, that people will edit things to make their complaint sound better.

[PHXFlyer]

We'll see. Hopefully the original poster (OP) will provide us with more information on this incident.

[airhead]

American Airlines is another airline who did NOT file bankruptcy.

I also want to add that customer service may only seem bad if the passenger is not getting exactly what they want. I know for fact in my experience that some passengers will greatly exaggerate and even lie when making a complaint. I have on numerous occasions asked TSA officers, other airline employees, and even some frequent fliers to comment as a witness to situations where a passenger threatened to "have my job." During the great demand of oversold flights in 2007, this was nearly everyday during that summer.

The letter will come from corporate to my manager with some outrageous libel. Fortunately, I had my witness statements to back me up. I got so tired and fed up of it I eventually quit the airline, voluntarily, and managed to keep my bridge intact.

I do miss the great number of good people one meets at a airport however.

[Leatherboy2006]

Originally Posted by jimworcs

American airlines = generic statement, which could relate to any American airline.

American Airlines = proper name, specific to the actual airline of the same name.

The OP put American airlines... it was leatherboy (welcome back, where you been?) who changed that to American Airlines...

got busy with some projects, one was doing documenting of several large cemeteries and yes reading tombstones have backed up that most men die before their wifes (average time seems to be 10 plus years before)
so guys spend your insurance money before they do

[jimworcs]

Or..do as I did... turn gay!