My boyfriend and I are long-distance due to our respective job situations. We try to see each other at least twice a month. US Airways is one of very few airlines that flies to and from Yuma, AZ from Denver. We are therefore frequent flyers.

On one occasion my boyfriend's flight was delayed for so long that by the time he would have reached Denver he would have had to get right back on his returning flight. At that point we felt that delays happen and we continued to fly US Airways.

Some time after that incident I was scheduled to fly out of Denver at 6:30 p.m. My connecting flight out of Phoenix was scheduled to depart at 9:30. My Denver flight was delayed 40 minutes. Once the plane arrived US Airways was unable to get the gate to work. They spent 30 minutes trying to get the gate to work rather than moving the airplane over 10 feet to an empty gate (stationed literally not more than 5 feet away from our scheduled gate). They finally ended up moving to the neighboring gate after 40 minutes. The customer services check in representative was rude and abrupt. When I asked her whether I would miss my connecting flight she raised her voice and stated she had already talked with me and that I needed to go sit down. Well, I did miss my connecting flight. US Air couldn't offer any alternatives except for possibly a flight out of Phoenix at 6pm the following night but no promises. They offered to shuttle me to Yuma. I was assured that my baggage woul
d be on the first flight out of Phoenix the following morning. After a 3.5 hour drive to Yuma and very little sleep I woke up and called US Airways in Yuma. I explained my situation and asked them to help me find my baggage. The first rep was rude and treated me like a child--she told me there was nothing she could do for me. Her manager was even ruder. He interrupted me, told me that delays are to be expected espeically in this economy. When I asked him for the baggage claim number for US Air in Phoenix he hung up on me and then unplugged the phone from the wall. How do I know he did this? Because when I re-dialed I got a message saying "this number has been disconnected." My luggage didn't arrive until 10:00 that night (Saturday). I was to leave Sunday afternoon.

Just recently my boyfriend was scheduled to come to Denver from Yuma. His flight from Yuma to Phoenix was fine. At Phoenix they boarded him, he arrived at his seat and found another person sitting there. It turned out that the airline had issued two tickets for the same seat and had overbooked the flight. They told him there was nothing they could do for him: they could not fly him back to Yuma nor could they assure him a spot on another flight out to Denver that day/night. He was stranded. He waited at the airport for nearly 10 hours only to be told he was out of luck. He paid for this ticket and was told only that this happens quite a bit.

In all of our dealings with US Airways the customer service has been horrifying. Representatives of this airline are rude and unapologetic. Delays go unexplained and questions go unaswered. Rather, the representatives behaved as if we owed them something after they had messed up.

I understand that delays happen. This, however, is a habitual problem with this airline. It is a pattern rather than a scattering of isolated incidents. When dealing with this airline expect either not to arrive at your destination, a delay, lost baggage, rude customer service, and representatives who simply do not care.
Damage Resulting = As a result of all of these problems we have lost hundreds of dollars. US Airways is uncaring and unapologetic. I spent quite a bit of money buying items that I had packed in my bag, which the airline lost. To avoid this airline we have to fly into Phoenix and shuttle or drive to Yuma--a 3 hour drive. This should give you an indication as to how far we will ago to avoid US Airways.

Time, however, has been our biggest loss. US Airways simply does not care about this aspect of the situation. What they cannot understand is that people's lives and situations depend on their competence and efficiency. My boyfriend and I have so little time together as it is. US Airways has cost us such valuable time together. I understand that there is likely no legal recourse for this type of loss. My goal is only to get the word out about US Airways.

I obtained an airline ticket from Tuscon, AZ to Oakland, CA round trip with US Airways throught my credit card rewards program.

I missed the first flight and called to reschedule the trip about 4 hours after the flight left.

I was told by US Airways that I would have to pay $150 to change my ticket and $179 for the fair difference for a total of $329. The cost to book a new ticket was less than $300 on US Airways on the internet.

I then asked to just let me use the return as it was originally scheduled and I was told I had to pay the $150 to schedule my return as it had been cancelled.

This is what really seems to be an unfair business practice, Not letting a person keep the return flight even though the plane has a lot of seats vacant and the ticket was paid for.

The original ticket became worthless.

This company made out like a bandit.

I hope njo one flys with this kind of airline. B etter to go with Southwest. They don't act this way

I had an uneventful flight to San Juan, and actually was impressed by
the professionalism of the staff in first class. I had an excellent time in San Juan, and came to the airport on January 2 expecting an uneventful flight to Buffalo; skies were good, no major storms, and we were all pleasantly relaxed and happy from our wonderful vacation. I arrived at the airport at 3:30 for my 5:30 pm flight home. Loading was timely, the plane was pushed back, and the pilot informed us there was a problem with the starter. One hour later we were told we were getting off the plane, were to collect our luggage, and return to the ticket counter for rebooking. At 6:43pm I contacted our AAA sponsored tour (Fun jet Vacations: their motto: Do Something You’ll Never Forget) 24 Traveler Assistance Center, and was told there was nothing they could do, that the tickets were in the hands of US Airways, and they would take good care of us. The luggage did not arrive for 45 minutes and no one was there to show us the way back to the check in counter; several doors were locked, and having never been in this airport we felt like mice in a maze. On arrival to the second floor a very long line greeted us, with only 2 and sometimes 3 agents, to REBOOK a 767 with OVER 200 PASSENGERS. Two hours later we reached the ticket agent. She informed us that we were being rebooked for a US Airways flight leaving at 6 a.m. January 3. We were instructed to be in the check-in area at 4 a.m. to check our luggage. We were given waivers for the attached hotel. By midnight we were in bed and arose at 3:30 a.m. I was in line by 4:30 a.m. with my wife and children. Again a very long line greeted us. NO AGENTS were present until after 5:00 am, nor was security open until after 5:30 AM. At 5:30am 2 agents were working, by 6:00 am 3 agents; one announced that a crewmember was sick and we would not depart until 10:00 am. WE WERE NOT CHECKED IN UNTIL 8:00 am.
We loaded on time after the pilot arrived around 9:30 or so; at 10:15 the pilot announced that there was paper work to be completed, and that it should have been started earlier, and that he did not know why it had not been started earlier, and then 10:30 he announced that he was not sure the work was adequate, and that the problem required further investigation. At 11:00 am he announced that the work was inadequate, not to his liking and WE WOULD HAVE TO DEPLANE AGAIN, AND THAT SALTY LANGUAGE, SWEARING, ARGUING, FIGHTING WAS NOT ALLOWED, and that the plane would not leave until 5:00 pm at the earliest ARMED SECURITY GUARDS WERE AT THE EXIT AND RAMP WHEN WE DEPLANED. Treated like criminals, we deplaned, were instructed to stand in another line, where ONE AGENT WAS HANDING OUT VOUCHERS, AND ONE AGENT WAS REBOOKING PASSENGERS. Another line, more back pain, more aggravation, more questions than answers; no one could tell us anything. At 11:17am I started calling US airways to try and get information, and international switched me to domestic, and back and forth TWICE before my wife took over and demanded a supervisor. Between 11:17am and 10:30 pm I would spend 1hour, 20 minutes on my cell phone with US Airways.
After 2 hours in line, the booking agent told us to go to the main ticket counter, where GUESS WHAT? Only one agent and sometimes (every 15 minutes) another agent showed up for 5 minutes to help. Many of us, concerned that the flight might leave early without us, especially some of us who had left our families in the gate area came back through security having only our boarding passes and returned to the gate agent, and stood in line again. A total of 4 hours standing in line before I finally spoke to an agent. By this time my wife had been able to book connections in Charlotte leaving 10:00 PM assuming we might get to Charlotte in time. I obtained boarding passes for that flight (10:06 pm, Charlotte to Buffalo), and the agent also told me that if we missed that flight we were also confirmed for the 9:25 am flight the following morning Charlotte to Buffalo, but that he “could not print boarding passes for both flights”.
Meanwhile, about 3:00pm the plane was backed up away from the gate; no one knew why, no one could tell us why, no one cared that we wanted to know why. At this time we are told by the domestic or international (I do not remember who finally took responsibility that time for San Juan flights) US Airways agent over the phone that they had no information about our flight and if the flight did not take off, they would be able to book us on a flight to Charlotte on MONDAY. Well, as I had 4 patients scheduled for surgery, and they had booked with me months in advance, and some of them had donated blood for their surgery which would expire in a few days, and since we had planned on leaving Friday to avoid any delay of any kind with my OR schedule or my wife’s office schedule, we said that choice was not acceptable. Your agent agreed that we should go ahead and book with another airline if we could and that US Airways would reimburse us. We called Jet Blue and obtained seats for 4 of us leaving that night (hopefully) at around 10pmAST via Boston to arrive in Buffalo Sunday morning but costing us over $700 each seat (total $3, 066.80); since we were desperate we accepted the cost and booked the flights. About 5 pm a passenger swears he saw the flight take off!!! Around 5:30 pm rumor is (no agents ever announced anything, all information was obtained by passengers talking to people walking in and out of doors coming and going outside around the plane and gate) that the flight will leave as soon as a gate is available. We still have no definite information by which we can make an informed decision regarding cancellation of the Jet Blue flights or not. Other flights leave and gates are open by 6:00 pm; NO PLANE UNTIL 7:30 pm, and we have stood and watched at least 2 other flights leave for Charlotte, while my children ask why it is fair that we sit for 24 hours in the airport and others get to leave before us, such as the 5:30 pm flight to Charlotte…. We are told by the gate agent that our connection in Charlotte is delayed at least 45 minutes, and that we should make it since we will leave San Juan around 8pm Atlantic time, and all should be well
We board around 7:30 pm, and call to cancel our Jet Blue flight but as we are outside the 1 hour cancellation time we are stuck with over $2000 worth of Jet Blue tickets for which I have no use this year. Yet we feel safe since the gate agents assured us that we should easily make our connection Saturday night, and worse scenario have a flight out in the AM to Buffalo. We board, take off and sigh relief, winging our way happily to Charlotte. We are tired (exhausted physically and mentally), filthy (still wearing the same clothes we wore to the airport Friday, since this was the end of our vacation and had only enough clean/semi clean clothes to wear on our flight home), and ready to run to our connection gate. The stewardesses announce before landing that an agent with information will greet the flight at the gate, and will guide everyone to their connection. Hallelujah, we are almost back in the USA where all will be good.
We get off the flight (we had been seated in the 4th row, and were therefore some of the first off), AND THERE IS THE AGENT BEHIND THE DESK WITH HER MONITOR TURNED OFF, NO INFORMATION, AND HAVING NO IDEA WHAT ANY OF US ARE TALKING ABOUT WHEN WE ASK FOR CONNECTION INFORMATION. Screwed again by more lies, we foolishly ask her to check the flight while my son (runs a 5:10 mile) takes off sprinting to the gate listed on the large monitors. The agent at the arriving flight gate now has the monitor on, tells us that the Buffalo flight “ is still loading”, and all will be fine, and said there was no need to call the gate. I take off at a run (I can only make a 6:00 mile these days with a 25 pound back pack)) as does my daughter (a 6:20 mile), and as we show up at the gate MY SON TELLS ME THE FLIGHT HAS LEFT. OH SHI….
Now the real FUN begins, when the agents at the gate tell me the flight left 10 minutes ago. Needless to say, I am not happy. There are two agents, and they now inform us that the 9:25 am flight to Buffalo is booked, and that the San Juan agent booked us on that flight, FOR MONDAY. God, can this possibly get anyyyyyyy worse?????I am a surgeon, and had a full day of cases booked for Monday, and my wife had office hours booked for Monday, and my children had school on Monday, and I could DRIVE to Buffalo before that. So they tried to book us flights to elsewhere. NEITHER one of them had ANY idea what other airports were anywhere NEAR Buffalo, nor had any idea how to route us there through another city. MY WIFE gets on the phone to your domestic booking office (this time they did not try to switch us to international since they agreed that Charlotte was part of the US domestic territory), and she insists on speaking to a supervisor again, who suggested routing us through Philadelphia, and was able to secure seats for the next morning. Now the wonderful gate agents had split up the names and could not figure out how to get the boarding passes printed (my wife has a different last name). Now I have had enough, and all but call one of the agents incompetent, and he tosses my old 10 pm boarding passes back at me and tells me he is going to call security. HE SCREWS UP and I get threatened. I tell my son to get my camera and take photos for the paper, and the agent calls his manager instead. Jerry (Gerry?) the night manager shows up, AND HE KNOWS NOTHING ABOUT THE FLIGHT FROM HELL OR THE PEOPLE TRYING TO MAKE CONNECTIONS. Why was there no communication from San Juan to the manager of the Charlotte section, to assist in booking, holding flights (oh yes, not the company policy, those passengers were clean, we were filthy and stinky and there were over 200 of us from a 767 delayed for more that 24 hours out of San Juan)? He is no help, does nothing and leaves after telling the agent to process our hotel waivers and give us the boarding passes.
So we leave, go to pick up our luggage…..AND SURPRISE, IT IS NO WHERE TO BE FOUND…. ANOTHER NIGHT AND DAY TOMORROW IN THE SAME CLOTHES I HAVE WORN SINCE CHANGING INTO THEM FRIDAY AFTERNOON FOR MY FLIGHT HOME. We have no deodorant, no tooth brush, no contact solution or cases for the three of us who wear contacts. We arrive at the Quality inn for the night, have waivers for two rooms (non smoking), obtain brushes and deodorant from the kind desk clerk, and go to sleep again after midnight; the bed in the room for myself and my son has been slept in, there is a ¾ eaten Domino’s pizza on the table (dried up), and cigarette smell in the room, but I couldn’t care less and crawl into bed to sleep, too tired and aggravated and disillusioned to care one bit.
Next morning we are at the airport by 5:45 am, after 4 hours of sleep, and wing our way home. The luggage shows up, and I roll in the door of my house at 3:00 pm, 48 hours after starting my trip at the San Juan Airport.
US Airways does not know the meaning of customer service; practices incompetent management, with lies and deceit rather than service. DO NOT FLY THIS AIRLINE AT ANY PRICE.

We purchased tickets to fly to FT Lauderdale, FL for $748. Prior to the flight I was diagnosed with stage IIIC colon cancer. DR wouldn't allow me to leave. I called US Airways and asked what my options were, they said I could use the tickets for a later flight but they had to be used prior to May 5 2009. I asked what happens if I die before I can use the ticket. The man said, ' Send us a copy of your death certificate and we will send you a refund.'

My e-ticket says I can change the reservation subject to a $150 change fee and the new itinerary will be priced at the lowest available published fare at the time of the change.

I found tickets to Colorado Springs for $579 total to fly for Christmas. I figured if I paid an additional $131 over the $748 I have already paid, I could buy the tickets. US Airways tells me I have to pay $300 in addition to the $748 I have already paid and this is for a 1 1/2 hour flight to Colorado Springs from Phoenix. The oncologist is telling me I have less than a year to live.

If I were certain he was correct, I would fly to Colorado Springs on Frontier and let US Airways refund the price of my ticket after I die. However, I don't intend to die just to make them provide a little customer service. After talking with their customer service, I think even dying wouldn't get them to provide any customer service.

Don't fly with US Airways. I am an Elite member of US Airways. Been flying with them since 2002. Recently, my mother experienced a very poor experience so I politely complained to their "customer relations" department. Because I complained, they reduced my flight status. Yes, they can do that! Read the fine print! DON'T FLY WITH US AIRWAYS. They charge for EVERYTHING and don't care about their customers.

Thank you.

Steve