On April 14th, 2009 my travel partner and I purchased a vacation package on Priceline.com to Ixtapa, Mexico. The scheduled dates of travel were from June 17th - June 23rd. On June 5th, 2009 (12 days before our departure) we received an e-mail from Priceline indicating that we needed to call US Airways, as they had made a change to our itinerary. Upon calling US Airways on June 12th, we learned that without any permission or contact with us, US Airways had changed our departure date from June 17th to June 20th (1/2 of our scheduled trip).

This negligence on behalf of the airline had several documented consequences. First and most importantly, I am now missing my cousin's wedding scheduled for the evening of June 19th. Second we had paid for six nights at a hotel in Ixtapa valued at $1, 092.54 (www.brisas.com.mx). Third, I am scheduled for vacation from June 17th - June 23rd, and my company has already hired temporary staffing to fill my place.

Given that our original flight was scheduled to leave on the 17th, and the irreplaceable nature of the wedding, I found it extremely urgent to resolve this matter right away. I spent approximately one and a half hours on the phone, with US Airways supervisor Derek (Employee # U7). He offered no apology, no additional compensation (other than a refund for the flight), and indicated that any other complaint needed to be handled by e-mail.

The documented personal cost to myself and Hayley Erickson is thousands of dollars. Upon sending an e-mail explaining my circumstances, I received a pre scripted response calling the circumstance "commonplace." Every other airline in existence offers free round trip vouchers for the inconvenience of bumping a passenger on their connecting flight, and delaying them an hour. My destroyed vacation, missed family event, thousands of wasted dollars and hours of wasted time, however, are "commonplace" for US Airways, and I was assured that my experience warranted no such compensation.

I am writing this in total disbelief. I hope US Airways will understand the gravity of what I am about to recount and take the appropriate measures to make it right. This abuse needs to end and by bringing this story out in the open, hopefully airlines will start taking responsibility for their declining customer service, allowing passengers and paying customers to stop feeling mistreated and harassed by airline employees.
I am a 30 year old female executive who travels every week all across and outside of the country, nationally mainly on US leading airlines, internationally or whenever I can on Asian airlines who are among the few that still have incredible service.
I still remember back in the 90s when flying was a fun and glamorous experience… When flight attendants would remember that a large part of their job description is to serve the customer, and where one received the service that is expected in a first world country and the land of “the customer comes first”.
I am sure many of you have experienced the change…. Service has been declining, customer service has gone down to the bare minimum and passengers often find themselves dealing with rude check in representatives, airport personnel, gate agents and, worse of all, flight attendants.
In the past few years, these unacceptable experiences have become the routine, and the people I happen to talk to seem to have given up to the idea that this is how it is, and that the airline industries decline (USAirways’ in particular) is just at the beginning stages. I constantly witness passengers getting yelled at, or being mistreated for taking too long in putting away their bag in the overhead bin, or treated rudely for requesting something during the flight. The sad thing is that this is something that by now, we are all used to and expect when we fly … unfortunately.

But yesterday, I had the most unbelievable experience of all. USAIRWAYS shame on you!
I was travelling to Saint Louis on a US Airways evening flight. I travel US Airways multiple times a week because of its convenient flight schedules from Miami. Because of my loyalty and the many flights I take every month, I have received a Preferred Status and am often upgraded to first class… Not that I would expect this to mean something, but it makes the whole experience even more scandalous.
I was waiting to board the plane, where I was assigned the very first seat to the right as you walk in the cabin. I was on the phone with my CEO discussing an important meeting we had that day. As I walk into the plane, I hear a flight attendant scream to me in a rude and demeaning way “YOUR BAG IS TOO BIG (which it isn’t, as it is a standard carryon size)”… Being on the phone I did not realize the screaming was directed at me, so, as we are instructed to do, I went ahead to open the overhead compartment immediately on top of my seat. Here, plenty of space to put my bag as the compartment was completely empty with the exception of a small black bag. As I am about to push the black bag to the side to fit my carryon, the same flight attendant roughly GRABS MY ARM and yelling again says “DO NOT DARE TOUCH MY BAG!” Still on the phone and in disbelief I respond that I had no idea the bag was hers and that all I was trying to do was place my suitcase in the bin assigned to my seat. At that, with the same tone, she responds “YOU HAVE TO GO ALL THE WAY TO THE BACK OF THE PLANE” (which seemed unnecessary since the plane was half empty and there were plenty of empty bins between the first class cabin and the end of the plane.) Since I had people behind me who were trying to board the plane, and since I was assigned the first seat at the front of the plane that has plenty of extra space and leg room, I pulled to the side with my suitcase, allowing people to make their way to their seat instead of slowing down the boarding process… Another shout “MA’M YOU CANNOT STAND THERE WITH YOUR BAG, IT NEEDS TO GO IN THE OVERHEAD!!! IN THE OVERHEAD I SAID! GO TO THE BACK OF THE PLANE!!!” At which I responded that I was just waiting for the passengers to board so I would not block the entry way and made my way to the middle of the plane where a much more professional flight attendant smiled at me and helped me store my bag.
Displeased by the discourtesy and approach of the flight attendant (who should help make the passengers’ experience a positive one), I decided to ask for her name so I could file a complaint as soon as I arrived in Saint Louis. Enough is enough! And I also figured that if passengers start taking the time to report these incidents, the flying experience might improve for passengers all across the country. After all, I wouldn’t expect US Airways to be able to fix what they don’t know is broken.
The flight attendant did not like the idea of being reprimanded. So, a few minutes later, while I am sitting down reading my new book, she asks me to deboard the plane. “MA’M STEP OFF THE PLANE!”, “May I ask why?” I replied.
“DO YOU WANT TO FLY TODAY OR NOT? she said, with her unlikable manner. At which of course, I said yes. “THEN STEP OFF SO THE GATE AGENT CAN HAVE A WORD WITH YOU.” “No problem, I said, I would like a word with him too.”
The gate agent (who then I found out might have been the pilot) asked me what had happened. I explained and he apologized profusely for the experience, suggesting I report the incident and writing for me on a piece of paper the information about the flight so I could file a complaint. Throughout this process the flight attendant was standing close, worried, and raising her voice while trying to plead her case by denying what had happened.
I thanked the pilot for his concern and apologies, and took my seat. The pilot then pulled the flight attendant aside and explained to her that such behavior is unacceptable. She started making up lies and blaming everything on me saying that I was the one with the problem and again denying the entire incident. Compelled to clarify my side of the story and EXHAUSTED from having to experience such lack of class and professionalism, I got close again and reiterated that such behavior is unacceptable and that if in my line of business if I dared to treat customers half as bad as she had treated me (and others, I am sure) I would have gotten fired a long time ago. The pilot once again apologized, told me I had every right to complain. At that point, glad I had at least had a chance to voice my mind; I sat back in my seat.
The moment the pilot locked the cockpit door, the flight attendant started harassing me and walking down the aisle pleading passengers to please sign a petition against me to help her keep her job.
To my disbelief, a couple of bored passengers who hadn’t even witnessed the incident as they had not boarded the plane yet when it occurred, found it amusing to team up with the flight attendant and support her mobbing.
Although this made me uncomfortable (after all the flight attendant was walking around soliciting passengers against me and harassing and laughing at me together with the rest of the crew), I kept reading my book… “It takes a man to suffer ignorance and smile” I was taught.
The harassing however did not stop. Feeling extremely frustrated and uncomfortable, and also determined to make a point -- as I don’t believe that a Premiere Member (or ANY PASSENGER FOR THAT MATTER) should ever have to go through such an implausible experience on a commercial airline -- stunned that a flight attendant instead of doing her job would walk around the isle soliciting and harassing passengers, I decided to take my bag and step off the plane. Something that I NEVER in my life have done or was put in the condition of considering before.
As I walk out, the same flight attendant starts clapping and cheering and the couple bored passengers tagged along.
I WASH IN SHOCK!!! I did nothing but exercise my right to be treated with courtesy and respect.
I want to clarify that I am in no way a rude person, anyone who knows or works with me will tell you that I do not go around mistreating people, I am very involved in charitable organizations and at no point throughout this incident, other than complaining and addressing my concerns, did I ever act out of line. Exercised a right, is more like it.
Anyways, returning to the gate I asked to be rebooked on the next flight (which happened to fly out the following morning). The supervisor, hearing the story, and herself in disbelief, asked me to please get back on the flight: “AS A CUSTOMER AND PREFERRED PASSENGER YOU HAVE EVERY RIGHT TO BE ON THAT FLIGHT AND BE TREATED WITH COURTESY AND RESPECT. THIS IS UNACCEPTABLE AND THIS IS NOT HOW WE TREAT OUR CUSTOMERS, I WILL ESCORT YOU IN THE PLANE MYSELF AND MAKE SURE THAT THE FLIGHT ATTENDANT IS TAKEN OFF THE FLIGHT SO THAT YOU CAN GET TO YOUR FINAL DESTINATION WITH DIGNITY AND UNHERASSED. IF YOU GIVE UP THIS FLIGHT SHE WILL HAVE WON THE BATTLE AND THIS IS NOT THE MESSAGE WE WANT TO CONVEY…”
After thinking about it, I decided “why not” after all I had early meeting in St Louis the next day that I could not miss. The supervisor then asked me to wait at the gate while she talked to the crew.
After 10 minutes in the plane she walks out “I AM SO SORRY, BUT THE SITUATION HAS NOT BEEN RESOLVED, SO WE WILL HAVE TO KEEP YOU ON TOMORROW’S FLIGHT”. “What do you mean has not been resolved?” I asked, at that point severely tired and surprised.
“WELL, THE PILOT SAID THAT HE IS NOT COMFORTABLE HAVING YOU AND THE FLIGHT ATTENDANT ON THE SAME PLANE, HE SAID THAT ALTHOUGH THE FLIGHT ATTENDENT’S BEHAVIOUR WAS OUT OF LINE AND UNACCEPTABLE, YOU STEPPING INTO THE CONVERSATION WHEN HE WAS TALKING TO HER COULD BE TAKEN AS A SIGN OF AGRESSION (aggression??????)… AND SINCE THAT IS HIS SHIP AND HE ULTIMANTELY DECIDES, HE FELT IT BETTER FOR YOU TO TAKE THE NEXT FLIGHT. I AM SO SORRY MISS, PLEASE ACCEPT MY APOLOGIES ON BEHALF OF USAIRWAYS.” And she handed me piece of paper with www.usairways.com telling me to go online and file a report.
AGAIN, I AM SHOCKED. Not only was I treated with disrespect, harassed and bullied. But the flight attendant got away with it and ultimately I was denied reboarding on a plane I had left on my own accord. I cannot believe that US Airways would allow such behavior, and especially, even though at fault and after being reprimanded by her superiors, she would be allowed to go around soliciting passengers asking them to sign a paper to help her keep her job. And the clapping.
Yes, it is true that I stood up and spoke to the pilot expressing my unhappiness and complaining about the service, but in no way different than any of you would complain about poor service anywhere else. Also, last time I checked, the United States was a country that granted freedom of speech and freedom to express one’s own opinions. I guess that does not apply to US Airways.
I cannot believe that this incident would go unpunished and that the flight attendant would be able to make up stories, behave in such an unprofessional way, and ultimately get away with it.
I will make sure that anybody out there who had similar experiences or has been subject to crabbiness and lack of respect while flying US Airways, will speak up. This is ridiculous and needs to stop.
Last but not least, this ended up costing me over $300 dollars in Taxis and overnight stay as the earliest available flight was the following morning.
I am confident that US Airways, will realize the severity of this and take the approapriate measure to make it right.
Until then, I will never again fly US Airways and will make sure none of my employees and acquaintances do.

My complaint about extra charges on my credit
card have not been answered.
On their Travel Confirmation: DBNG7W it is
stated as to charges "Grand Total $158.90" This
was properly charged to my Discover credit card.
However, I find on my Discover card statement
a separate additional charge of $25.
I NEVER GAVE AUTHORIZATION FOR THIS
CHARGE, WAS NEVER CONTACTED BY US
AIRWAYS REQUESTING AN ADDED CHARGE
AUTHORIZATION. Therefore I must receive a
credit for this wrongfully instigated charge.
Robert Sherbahn ([email protected]

In March of 2009 I decided to fly the newly popular US Airways, or 'Sully Air' as I renamed after Cpt. Sullenberger's fantastic emergency landing into the Hudson. I departed from JFK in NY and flew to Phoenix to visit my sister. When I landed in Phoenix and arrived at her house, I unpacked my baggage, where I had mistakenly packed my digital camera and gps unit. When I looked inside my luggage I noticed that my camera, packed inside its carrying case, and my gps were missing. However, I did still have my battery charger for my camera and gps mount.

As soon as I realized these items were missing, I contacted US Airways and explained my situation, at first the agent on the other end was confused wondering at first if I lost my baggage, if my bag was delayed or if my bag was stolen. After multiple attempts of clearing up the situation, I was finally transferred to the Baggage Claim Dept., which of course was closed. The funny thing was that US Airways is based out of Arizona, but they operate on EST Office Hours. Nonetheless, I was forced to go to sleep feeling very screwed and unsettled that I was unable to at least start a path to a resolution.

The next morning, I was able to start off my vacation with a friendly phone call to US Airways Baggage Dept., again I had to go through the entire process of explaining my story and get to the point of the fact that no, my bag is not missing, no my bag was not stolen, I finally blurted out 'A US Airways Employee stole contents from my baggage !', the response: 'So you are a US Airways Employee ?'. After finally making the agent understand my situation, he informed me that US Airways does NOT have a 'Form' for Stolen Contents, Only Stolen or Missing Baggage or Delayed Baggage. I then asked him what I should do, so he decided that I should fill out a report for stolen baggage, evidently that should be sufficient. After giving the agent all my info, about five times, he gave me a case file # and said someone would be in contact within 14-21 business days. I was enraged by the response time, so I asked to speak with the customer service dept, guess what ? They don't have a phone number for the Customer Service Dept., I guess this happens all the time. The agent informed me that the only way I could contact customer service was by mail, fax or email, so after I hung up with the agent, I filled out a Customer Service Complaint via email, their response time was slightly better, estimated 3-4 days.

After realizing I was not going to get anywhere soon, I went out to the local Wal-Mart and purchased another digital camera for our vacation, as we really wanted to capture the beauty of Arizona's landscape. When I returned home, about 7 days later, I still had heard nothing back from US Airways, so I decided to give them a call again, I got in touch with the Baggage Claim Dept. and was promptly informed that they had no record of any claim on file with them. Shocking !!! After debating with the agent for awhile, she then informed me that their 'Baggage Claim Escalation Dept.' may have my file, but like the Customer Service Dept., they don't have a phone number either, lol. I was told they would be in contact with me the next day, its been 10 days, still no word.

In conclusion, I was given the traditional run-around by one of America's most respected domestic airline, no answers, no responsibility. The worst part of all was not the financial loss, not the run-around, but that the fact that my girlfriend had not had a chance to upload the recent photos of our niece and nephew's birthdays and christmas, which cannot be replaced with any amount of money. To add insult to injury, it just feels like crap to know that an American company has no responsibility and no care for how they treat their customers. We pay for their services and expect at the least for them to transport us to our destination and hope that we get their on-time with our baggage. Understandably we incur delays and sometimes lost baggage, but to have an airline employee opening your personal belongings and taking out items of yours feels so disgusting. I hope that filing this complaint will have at least opened our eyes a little more to know that we need to hold these corporations responsible, this type of freedom and cowboy operating standards is what lands these companies in trouble and then they look to us to bail them out.

I understand I should not have packed my camera and gps in my checked luggage, so please don't comment on my stupidity, only comment of Larceny by US Airways. Anyone who has had a similar situation with this company and is looking for payback, let's file a class action suit, and see if that gets any attention.

On July 1, 2005, my mom boarded a connecting flight in Charlotte, NC to Los Angeles. After boarding the plane, the passengers were notified that the flight was overbooked. My mom didn't have to be in LA at a specific time so she gave up her seat so that a VERY angry customer could take that flight. Mom felt she was doing something nice and also was being fairly compensated with a travel voucher for free round trip airfare good for one year. Even though she had to wait five hours for the next available flight, she felt that it was worth it considering the voucher would give her another trip to visit me. Little did she know that the voucher was a COMPLETE waste of her time! She has attempted to use this voucher six or seven times over the last year but was denied every time. When speaking with customer service, she has been told the same thing every time. There are plenty of seats available for paying customers but not for vouchers. She has been told that only a few flights have voucher seats available to begin with and even on those flights the numbers are limited to one or two seats.

The voucher is good for one year and she still has not been able to book a flight. She talked to an operator a few days ago who informed her that he could extend the expiration date for another year for her. That's a polite gesture but will she be able to use it in the next year considering she couldn't use it in the past year? He also told her that she should've called earlier in the morning because he had 'allowed' someone to use a voucher that morning. It seems that the operators can pick and choose who they want to give seats to which is COMPLETELY UNFAIR! He told her that for the dates she wanted to travel there were plenty of seats for 'frequent flier miles' or 'paying customers' but no seats for vouchers. My mom was a 'paying customer' on the original flight but apparently that doesn't matter. He told her that she should call everyday and they would tell her if there were any flights available for vouchers and what dates and airports she could use. WHAT? My mom helped one VERY angry customer out for this company and now is being told she can only travel when and where US Airways decides? My mom works for a living and doesn't have time to call every day to be told that there are no seats available on any flights. She also doesn't have the flexibility in her job to be able to travel when US Airways decides they will 'allow' her to fly. US Airways obviously has no appreciation for their customers! I've read similar stories on the internet and can see that my mom is not the only person being treated poorly by this company. While my mom only travels 6 or 7 times a year, she shares this experience with her family, friends and colleagues to warn them about traveling with this airline. We've emailed Customer Relations but have yet to receive a response. Mom has spoken with several operators at different phone numbers but gets the same rude attitude every time. She has attempted to call the corporate number that she was given for an entire day and it was continuously busy even in the middle of the night.

I hope this report will save other travelers from this hassle and waste of time. Maybe US Airways should decide to take care of their customers instead of treating them so poorly. They might find that good customer service is good for business!!