[dfernandes316]

US AIRWAYS DOES NOT SEEM TO CARE ABOUT CUSTOMER SERVICE.

My flight was cancelled due to mechanical problems. The next available flight that I was givien was a flight on 7/25 to depart PHX at 6:50pm. That is TWO DAYS after my planned return. I only received a voucher for hotel accommodations for ONE night and received no food vouchers. Not to mention I would have to miss one day of work. This was a total inconvenience on US Airways part and that certainly is not good customer service.

I asked the representative at the counter for alternative flights. She could not provide me with an eariler flight. I then requested for a voucher to purchase a ticket with another airline since US Airways could not provide me with a flight that would be suitable. The representative told me along with other passengers that she could not do that at the counter and that we had to contact customer relations in order to be reimbursed. I then called US airways to see if I could get a eariler flight than what was booked. They too could not find a flight that was feesable. However, the representative on the phone said that a vocher to purchase a ticket with another airline can only be provided at the counter and that the representative at the counter should have provided that to me. After spending 5 hours at the airport to find out that US airways could not provide me with a flight that would be feasable for me to reach my destination, I purchased a ticket through SouthWest Airlines.

(My Email to US Airways)

My original return flight was to return on 7/23. US Airways booked me on a flight leaving Phoenix at about 6pm on Monday 7/25. Since US Airways was not able to provide me with a reasonable return flight after the cancellation, I would expect a full reimbursement for the cost of my Southwest Airline ticket of $350.

First, US Airways did not book me on the next available flight from PHX to AUS. I confirmed this with your representatives on the phone when I called to re-book mt flight. My flight was rebooked for Monday 7/25 at 6:50pm. However, your representative confirmed that there was an earlier flight leaving on 7/25. So US Airways failed to put me on the next available flight and as stated in my previous email that US Airways website clearly states that US Airlines will re-book passengers on other airlines. This is completely contradictory to your email. I am not understanding that you post a company policy stating the that you will rebook passengers on other airlines and then are completely contradictory when the situation arises. Here again is the information from US Airlines website:

For domestic flights: (DIRECTLY FORM US AIRWAYS'S WEBSITE)

If the passenger's arrival at his or her final destination is greater than one hour but less than two hours past their original scheduled arrival, involuntary compensation is 100 percent of the sum of the values of the remaining flight coupons of the ticket to the next stopover, but not to exceed $400
If the passenger's arrival at their final destination is two hours or more past their original scheduled arrival, involuntary compensation is 200 percent of the sum of the values of the remaining flight coupons of the ticket to the next stopover, but not to exceed $800
In the event of a flight cancellation, US Airways will do everything possible to reaccommodate customers on the next US Airways flight, providing space is available. Depending on the type of ticket purchased, the reason for the flight irregularity and availability, in most instances US Airways will also rebook customers on other airlines. US Airways will communicate to customers via the public address system the reason for the cancellation and alternatives available

I have highlighted and underlined it again so that there cannot be any contradictory in your response. Clearly, US Airlines did not rebook me on the next available flight and they certainly did not rebook me on another airlines as US Airway's website indicates that it would. I am still looking for a FULL REFUND of my ticket with Southwest Airlines in the amount of $350.
At this point, I am willing to write a full compliant on US Airways website or any other website that will include your responses to show how contradictory US Airways customer relations is compared to what is posted as company policy on US Airways website. This is a total lack of respect for customer service. If this is how you continue to treat customers, then ALL potential customers have a right to know.

(Here is their response)

Thank you for contacting Customer Relations at US Airways. I unsuccessfully attempted to reach you by telephone; however, I did leave a voice message. We appreciate hearing from our customers and having an opportunity to address their concerns. We apologize that our original attempts at resolving this issue was not to your satisfaction.
Please accept my apology for the disappointing service you received. Our customers deserve a pleasurable experience each and every time they fly with us, and I am sorry this trip did not meet your expectations. Your comments regarding our service are important; once again we appreciate you taking the time to tell us about your experience.
Regrettably, we are unable to honor your request for reimbursement of your purchased tickets on another airline. When a flight irregularity occurs within our control, the protocol is to accommodate the customer on the next available flight. If overnight accommodations are required we will offer hotel vouchers to cover the hotel at our contracted hotels, if we are unable to re-accommodate passengers.

If a customer decides to take alternatives to their destination, the responsibilities of those incurred charges are liable to the customer, not US Airways. (THAT IS TOTALLY THE OPPOSITE FROM WHAT THEIR OWN WEBSITE SAYS.)

Again, thank you for contacting US Airways. We appreciate your giving us the opportunity to explain our position. Thank you for understanding.
Sincerely,

Carliss Hill
Representative, Customer Relations
US Airways Corporate Office