September 09 London Heathrow via Philadelphia to LAX great flight with US Airways. Impressed at Phili’ those bags made it to the carousel before we did.

Return journey what a disaster. LAX to Phili delayed due to bad weather – not US Airways fault so we thought. BUT what a bad reception at Phili from customer services. Arrived to find unhappy customers ahead in the queue. One distressed young American girl first time out of the US and parents already in London with nobody to contact and one elderly Italian man remonstrating with a member of customer services – more out of distress than anger. As we arrived one member of the team Byrom Williams boomed out ‘I will not tolerate any bad or abusive behaviour etc etc’ BUT there wasn’t any until he started to inflame the situation. He boomed at everybody to get into line, those distressed at the front were returned to the back of the queue and ignored.

The elderly Italian was typically animated Italian style but in control and relatively calm until Byrom Williams started referring to him as young man. He appeared to use this term to be intentionally provoking (I found this trick used on myself later). The Italian said he wasn’t a young man and that the term was being used disrespectfully. Byrom Williams started getting aggressive at which point I couldn’t hold back any longer and said that he WAS in fact being disrespectful to an elderly gentleman. Others in the queue agreed with me at which point Byrom Williams tried to use the same old reverse customer service trick in which I became the problem and he probably hoped (wrongly) to get me to inflame matters and get me arrested. He didn’t succeed but he refused to speak to me and I got pushed to the end of the queue. In time another US representative dealt with me and my family – his name was Anthony Scurry. He was efficient and a really nice guy and he kept the situation under control. US Airways should put him in charge.

As I left my parting words to Byrom Williams were that he handled the situation really badly and that I thought he was in the wrong job. He muttered something but I ignored him.

Summary.
Whilst the weather situation is out of US Airways control a number of others said the time slot was so tight this was a common problem on a Friday evening. I think US airways should look at their scheduling – which will also save a lot of complaints.
I won’t be flying US Airways ever again. Ironically not because of one bad experience but because my experience led me to this (and other) web sites and a whole host of other complaints - I was shocked by how many complaints US Airways received. I won’t leave it to chance in future.