Search for a Company by Name

US Airways

Customer Service Ratings and Comments

US Airways is ranked #119 out of the 219 companies that have a CustomerServiceScoreboard.com rating with an overall score of 35.80 out of a possible 200. This score rates US Airways customer service and customer support as Disappointing.

NEGATIVE Comments

81 Negative Comments out of 90 Total Comments is 90.00%.

POSITIVE Comments

9 Positive Comments out of 90 Total Comments is 10.00%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
  • Submit your comment >>
  • I too, agree with all the other comments on this airline. Poor customer service and long lines. Never will I, or my family members use this airline again.

    Noelle 2/8/10 7:06AM

  • Couldn't check in for our flights on the website & that's how we find out there was a problem. No email, no call, nothing. Took over an hour for us to get through to CS. Like everyone else, will never fly again. I fly American all the time and they are GREAT about notifying you - email, phone, call. US Air is the bad.

    jen 2/7/10 1:55PM

  • I was just on the line with a reservations person who was incredibly rude. My flight was canceled and I was trying to book the next flight out. First, she put me on hold for over 10 minutes; when she returned, she merely said she had found the flight in question and that both it and the connection were canceled due to weather. Then she stopped talking; didn't say a word. I asked, "can I rebook?". She then put me on hold for another 6 minutes. When she came back, she said "yes". That was it! I said..."ooookkkkkk....what flight can I rebook to?" Only then did she give me flight information for a flight that was leaving thirty minutes before the one that was canceled and going to the same place!!! I asked her if that flight would also be canceled because it was only a thirty minute difference on the same day as the one that was cancelled for weather. She said "I don't know. Do you want it or not?" I then said we would book the next day to make sure we did not get stuck in in Philly. She made another completely rude comment and I asked to speak to a supervisor. She said ok and went off the line. I was then disconnected. This woman never said thankyou, your welcome....nothing. Her tone was totally rude. If this is the kind of CS that US Air accepts, then why the heck do they even bother talking about giving customers excellent service. What a crock!

    steve 2/6/10 7:49PM

  • After waiting on hold for several minutes to speak to a customer service rep about a bad experience my wife and infant son and I had flying with them over the holidays (long story, won't get into it), I got a person who informed me that US Airways customer service only communicates with customers via email, and has no telephone line for over a year. 1 to 3 day response time, she reports. Fine, except all the people callling are calling because something they felt unacceptable has already happened. That would be a good time to be extra nice to the customer.

    HELLOOOOO! US Airways - this is the opposite of customer service. A lack of service...

    Based on some of the other comments, it seems I'm not alone in having bad experiences with them, too...

    TravelDad1 1/29/10 4:34PM

  • 3 hours and still on hold, I think this is my limit. To all a good night!

    Anonymous 1/21/10 11:00PM

  • I have been holding on multiple phone lines for over an hour... I received a phone call that said my flight is cancelled.... No rebooking, no email, and I am unable to reconfirm a flight on the website. They have absolutely lost me as a customer.

    United Airlines is WAY BETTER!!! and they have never cancelled a flight without rebooking me automatically.

    Anonymous 1/21/10 10:24PM

  • on hold over 1 hour now.

    Anonymous 1/21/10 10:09PM

  • US Airways is simply incompetent. I have never seen worst customer service in my entire life. I will NEVER fly US Airways EVER, EVER again if I can help it. I have been put on hold to speak to a representative for over an hour. Before getting put on hold, I was lead in circles through menu options just to reach a busy tone. When I entered the appropriate option for what I needed, it would say that it was connecting me to a rep... and again BUSY TONE. I had to hang up and try 5 or 6 more times punching in different options just to see if my call would reach someone, ANYONE! After numerous times reaching busy tone no matter what options I chose, I finally got put on hold... and I am still waiting on hold. Unbelievable.

    pptt 1/21/10 9:46PM

  • Been on the phone for an hour and a half... and counting

    Anonymous 1/21/10 9:34PM

  • Avoid using this airlines. They cancel flights on a regular basis, are laying-off ground crew and have terrible customer service.

    Customer Service could not provide updated information on flight 185 that had been re-routed from Phoenix to Tucson. I was told the passengers were in Las Vegas, then in Phoenix, then the customer service rep was unsure what had happened to the flight. I could not believe what I was hearing. The Rep finally admitted that she had no access to current information on what happened to the flight or where it may be. The Rep provide me with a phone number that she said was for US Airways in the Tucson terminal. The number was for the terminal dispatch and communication department. I was told by the dispatcher that US Airways gives out the incorrect phone number because calls to the counter for US Airways are not accepted. Thanks for wasting my time US Airways!

    ZK 1/21/10 8:26PM

  • I booked a flight with them from ohare to las vegas.... They cancelled the flight, as we were heading down the runway.... plane skidded to a stop, went back into the terminal... We sat around for 5 hours to board another flight... but had to fly to phoenix then vegas... They said they would work with me on my flights, for my departure... What a joke!!!! These people/company are ridiculous... NEVER will I fly with them again... And I recommend the same to EVERYONE else.....

    Mike P 1/16/10 8:05PM

  • DO NOT EVER give up your seat on US Airways in exchange for "free" travel.

    You WILL BE disappointed.

    I was on the phone for 1:46 and was on my 37th choice for potential travel, (They really dont care about what the customer wants) when they finally found an available seat to use.

    I was told I was not flixible. Funny, I bet the gate agent with an oversold flight wouldn't have said the same.

    I've emailed, called, and faxed my concerns to US Airways. No response as of yet...

    Anonymous 1/15/10 7:23AM

  • I have an even better story than Stacy's... when I tried to check in online the night before my flight on 12/26, I received a message to call cust service....who told me that the first leg of my flight (LGA to CLT) was cancelled due to lack of staff.... like Stacy, I got a helpful (so I thought) reservation agent to re-book me on a United flight (mind you, he told me nothing was available...I was simultaneously searching online and found my own flight on Sidestep and insisted he had to get me on it!)...here I thought I'd been helped out by this agent, when lo and behold, I learned in the morning that my US Air "cancelled" flight took off and landed AS SCHEDULED!!! Two weeks later, I'm still livid just thinking about this! How can they do this and expect people to EVER book a US Air flight again?? By the way, on my return flight (PHX to JFK), which was of course delayed, the plane was so old that not only were there NO tv screens whatsoever, but the seats didn't even recline! Never again!

    Karen 1/13/10 5:14PM

  • Hello. After arriving at CLT this past wkend, 01/01/10, I was told my flight, #1515, was cxled due to an under-staffing issue after receiving a voicemail confirmation 2 hrs prior telling me everything was as scheduled. I was told I had to wait 2 more days! An under-staffed plane is the airline's fault. An attendant was able to find a flight thru United the following day, but I still had to completely rearrange all of my transportation with my family. Travel to and from CLT is an hour and a half. My sister had to lose a day of work to take me to the airport, again, the following day. I lost a day of work, cuz I could not get home. And I received NO compensation for the loss of time and money and work this inconvenience caused me, my family, and my job. I would greatly appreciate a refunded ticket or a round trip flight voucher. If I receive no compensation I highly doubt I will EVER fly US Airways again. Having to rearrange work and transportation schedules and losing work is a big deal, especially at the expense of a staffing problem. The costumer should not have to suffer the repercussions. Thank you.

    Stacy Feder 1/6/10 3:35PM

  • i flew on US Airways over the new years holiday and it was HORRIBLE!! this airline has the rudest people working for them and no seems to know how to answer questions without being confused themselves! i flew to Oakland, CA. not only did they leave my luggage in AZ i went TWO without anyone being able to give me confirmation that it would be on the next flight to CA. I went Thursday night and i didnt get my luggage until Saturday afternoon and flew back home Sunday morning!! None the less, i am no fan of US freaking Airways!!!

    CL@R@ 1/6/10 11:14AM

  • my son is 6 years old he flew to michigan for christmas break to visit family through us airways as a un accompanied minor i had to pay $100.00 for he was offered a pack of crackers nothing to drink no one checked on him but 1 time on the flight. when they landed in detroit his dad picked him up and he was sitting alone behind the counter my 6 year old is very hyper and tends to wonder off sometimes.no one was watching him at all my son could have wonder off and been lost or picked up anything could have happened i will never fly myself or my children us airways again what did i pay the $100.00.i could have flew southwest and paid $25 for a unaccompanied minor each way and they watch your children they stay with them the whole time until the are picked up and released this is who i usually go through i bought it cuz it was cheaper but i see why now price won't matter next time..please don't send your children alone on us airways.!!!

    Anonymous 1/5/10 8:54AM

  • Have been trying to check in online all day for a flight tomorrow and keep getting error messages...of course the ridiculous recorded message says it will be 47 min. wait to talk to an agent. Horrible customer service.

    Anonymous 1/3/10 5:00PM

  • Thanks for the recent advice all! I called USAIR from my home phone, waited on hold for 1 hour 1 minute. I then found this site with the advice and called USAIR from my cell, selecting 4 then 1 (new reservations), there was NO WAITING! Although I was put on hold a few times before I was able to pay the EU fee (my reason for the call) and my original call (home phone) was still on hold!!

    Anonymous 1/2/10 12:51PM

  • What kind of customer service keeps you on hold over 30 minutes to talk to a representative? Very poor public relations, guess you do not value your customers.

    LH 1/2/10 10:17AM

  • Great flights, but the telephone folks are the worst. Disconnected twice. Tried 4 times today to book online but order won't go through. They have the times to fly that fit my schedule but can I get them? I must be studpid to even bother.

    Charlotte 12/25/09 8:29PM

  • I'm nearly a million-miler on another airline, and I assure you I will do everythign I can to avoid flying on USAirways again.

    I had a multitude of problems on my flight, but the one I'll share here involves baggage.

    I understand the airlines, airports and entire aviation system were coming off one of the worst winter storms - at the worst possible time. But I know enough about air travel to know what the airlines can control and what they can't. I've never directed anger at an airline for something that wasn't in their control.

    I'm always willing to forgive them for things they can't control.

    This one, they could have... and should have.

    My flights were not delayed, and there were 45 minutes between my connecting flights in Philadelphia. The flights were in the same terminal, same concourse, and only a few gates apart.

    Upon arriving at my final destination (CVG) my bags were not there. Of the 25-30 people on my flight, TEN were in the baggage office as a result of no bags arriving.

    I always have been understanding with the airlines, and filed my missing bag claim without incident.

    I left the airport at 9:30am, having been told my bag would be on a flight arriving from Philadelphia at Noon, and would be couriered to me.

    At 4pm, having heard nothing from USAir - and not received my bag - I both called the number on the baggage claim report and tried on the website.

    The website didn't work for my first several tries. It did eventually work later int he evening, but was not able to provide any useful information.

    I made my first call to the baggage services # at 4pm. I was in line for 35 minutes, and connected to someone with limited english... who told me he was a reservations agent.

    After he was unable to give me any helpful information, I asked if he would just give me a telephone number for the baggage office where I filed the claim (CVG).

    All I wanted to know was if my bag was at the airport or not. If it was, I'd go pick it up. If it wasn't, it -should- mean it's with the courier and on its way to me.

    Very simple - let me contact the person closest to the situation. If they have my bag, great, hold it for me and I'll run right down. If not, just give me a call when it gets there.

    The agent claimed me he wasn't able to find the information, but that I could find it online at USAirways.com. (Later in the day, I did look for that information online - of course it wasn't there... I knew that at the time).

    I told him I wasn't able to log onto the Internet from where I was, and asked if he could contact them for me or connect me with a supervisor or baggage rep who could. He *claimed* he would forward me... but he simply routed my call back into the initial sequence.

    I was on hold another 30 minutes, and was connected to another reservations agent (not baggage, and not with good english skills). after going through the entire course of events again with her, and receiving all the same "I'm very sorry but this is all the information I hae" canned responses... she finally agreed to connect me with a supervisor who might be able to contact he airport directly for me.

    The supervisor, again... poor english skills, put me on hold a short while and returned saying she had talked to the airport and that my bag had been "transferred to a courier" and was out of the airport.

    Basically, I now could not simply go to the airport and pick it up, as it was in transit to me. This could take 4 to 6 hours. This was at 4pm.

    Move ahead to 10pm. Still wearing the clothes I traveled in, I get home expecting my bag to be there. It was clear of the longer of the "four-to-six hour" range I was given.

    No bag.

    I did try the website again at this point, finding only my file was closed... and the bag had been transferred to a courier. Basically, no new info since the 4pm round of phone calls. The website was as worthless as the agents I had spoken with.

    Phrases this process has me, at this point, furious to hear: "I'm very sorry" ... I apologize for that" ... "I understand your frustration" ... "This is all the information I have" ... "There is no way for me to do anything more on my end" ... and of course, the 'commercials while on hold' that I now could recite from imprinting.

    USAirways would be wise to spend less training time on training sympathetic responses... and more training time on teaching agents how to actually help, or to speak clear english. I'm being very serious here.

    Back to my tale. It's 10pm, I've been on the ground for about 13 hours. I again called the baggage number... again was on hold for 30 minutes... again spoke with an agent with limited english skills... and again ended up with a reservations agent instead of a baggage agent.

    I explain everything again, patiently. After being told the same information I'd been hearing all day, this agent finally manages to see/mention/access info detailing my bag was transferred to a courier at 8pm. She says the bag should arrive in 4 to 6 hours.

    This is precisely the same information I heard six hours prior. The fact she was able to give me an exact time the bag transferred was he best info I'd been able to get all day, but I was now very skeptical.

    Never mind the fact that if I'd been told at 4pm my bag was still in the airport - I could have made the hour drive to go get it. So it's now 10pm, and my bag "should arrive in 4-to-6 hours."

    Determined now to try to directly reach someone at the CVG baggage office, I thank the reservations agent for the information and ask to please be *directly* connected to someone in baggage.

    I need to get a phone number to CVG, this has gone on long enough.

    She says she will transfer me.

    Before the line clicks over, I ask her "Now can you assure me this is a direct transfer to someone in baggage? Every time I have been transferred today, I end up starting all over and arrive back with a reservations agent after 30 minutes on hold."

    "Yes, this will be a direct transfer," she says.

    I hear the line click, there are a couple touchtone sounds, a few seconds of silence, two rings...

    ...and I'm back to the start of the whole process again. I'm back as if I'd just dialed the number again.

    It's now 11pm, and I still don't have a bag. I came across this site in my effort to find the phone # for the bagage office at CVG.

    To summarize, the lack of training and ability of the agents to assist me was nearly non-existent.

    At least twice, I was lied to... simply given information designed to get me off the phone when the agent actually had no idea what he/she was telling me was true or not.

    At least twice, I was told I was being transferred... and ended up just being placed at the back of the line again.

    As I said at the top, I am a savvy traveler with plenty of experience (why then would I be dumb enough to check bags, you ask? I simply had too much to force into a carry-on sized bag).

    I have sympathy and understanding of what the airlines are dealing with these days. I really am very patient and willing to give them a lot of leeway. I've even tried to help counter agents deal with angry passengers who don't like info the airlines are giving them.

    But this was ridiculous.

    I can't say I'll never fly USAir again. They might serve a route I simply can't avoid. But having flown them to save money on this trip, I won't use fare difference as a deciding factor to fly them again.

    Again, this is only part of the trouble I had on this trip... I didn't even get into the part about them incorrectly listing me as "out of sync" after my outbound flight was cancelled. The result of that one? They deleted my inbound return flight without notification.

    And to think that wasn't nearly as bad as what lied ahead!

    You're a mess USAirways... and you can't blame the weather on this one.

    jclong 12/22/09 10:06PM

  • Had my baggage delayed 3 days and when it was returned all of the valuables including Christmas gifts had been stolen from my bag. Have not been able to talk to a live person yet. Merry Christmas!

    Anonymous 12/22/09 4:10PM

  • THIS HAD ABSOLUTELY NOTHING TO DO WITH THE SNOW STORM - This has to do with really bad customer service. My husband and I are senior citizens and we were scheduled to fly out of JFK to Charlotte and from Charlotte to our small city in TN. When we checked in at JFK, we were told that our flight out of Charlotte had "accidentally been cancelled by someone who failed to do their job." Even though we had an email confirmation of our flight, we were told that we would be on standby for the flight. We flew to Charlotte as scheduled and went to the gate of our scheduled flight. We showed the agents our confirmation and they were rude to us (the supervisor especially) and said we would stay on standby. When the plane was loaded they had room for more passengers. They called six standbys, but not us. We were told that we would have to wait and take a 10:30 flight. We were not given any consideration even though it was all their fault. We did not board a flight to TN until 7 hours later. This is the worst case of customer service I have ever seen.

    Anonymous 12/21/09 3:13PM

  • Totally agree. I have been waiting on phone for 6 hours. Good for you that you got thru.
    US airways has alot to do to promote customer service, Very disappointing.

    Anonymous 12/20/09 11:08AM

  • It worked! After 3+ hrs on hold the regular way, someone answered in 2 minutes!!! I can't get a flight, but I did get a person!!!

    jenn 12/20/09 10:59AM

  • Been on hold since 8:30 am so thats 4.5 hours. Glad i found this site and see that its taking everyone else this long. I was about to redial but apparently it actually is that long and slow of a line.

    Anonymous 12/20/09 10:53AM

  • Nearly 6 hrs on hold. Ridiculous. Ended up just buying another ticket, I will fight for the refund another day. And will NEVER fly with US Airways again. I understand they can't help the weather, they can however provide customer service, which at a basic level includes speaking with a person.

    Good luck all, and Merry Christmas.

    Anonymous 12/20/09 10:36AM

  • We've been on hold since 5:45am. It is now noon. This is inane. There has to be a class action suit in here somewhere.

    EE 12/20/09 10:08AM

  • anyone out there who HAS actually managed to speak to someone? i've been on hold for about 2 hours and am wondering if my call will ever be answered at all, or if i am better off going to the airport and trying to get help there.

    thanks for any info!

    Anonymous 12/20/09 8:16AM

  • I have never flown with US Airways and after this experience I never will. I unknowingly booked through CheapOAir.com for a flight to PHL. I truly thought that I was booking through US Air. Anyway my flight got canceled just before I was to leave for the airport. No notification at all. E-mail promised. Now I can not get through to anybody. Did manage to get in contact with CheapOAir and they said that they called the airline and that my flight was not canceled. I was looking at the flight status at the time. Wonder who they were talking to? And you know,it would be nice to be able to speak to someone that speaks PLAIN English in situations like this. When I call any of the 800 numbers, that have been provided me, I get automatically transferred then disconnected. The longest I was on hold before the disconnect was 133 mins. Very disappointed in this airline. They just need to do an automatic refund and let me get on with my life!

    Anonymous 12/20/09 7:15AM

  • I have never flown with US Airways and after this experience I never will. I unknowingly booked through CheapOAir.com for a flight to PHL. I truly thought that I was booking through US Air. Anyway my flight got canceled just before I was to leave for the airport. No notification at all. E-mail promised. Now I can not get through to anybody. Did manage to get in contact with CheapOAir and they said that they called the airline and that my flight was not canceled. I was looking at the flight status at the time. Wonder who they were talking to? And you know,it would be nice to be able to speak to someone that speaks PLAIN English in situations like this. When I call any of the 800 numbers, that have been provided me, I get automatically transferred then disconnected. The longest I was on hold before the disconnect was 133 mins. Very disappointed in this airline. They just need to do an automatic refund and let me get on with my life!

    Anonymous 12/20/09 7:13AM

  • 4 hours on hold they cancelled my flight without telling me, trying to get home for holidays before deployment.

    stuck in ok? 12/20/09 12:30AM

  • ON HOLD FOREVER & EVER & EVER> Why would you ever book with US AIR. Not only that, they say economy seat are available but when you go to book....there are NO SEATS! You have to pay the difference for a 1st class at the gate - even though all you want is coach. STILL ON HOLD HOUR AFTER HOUR AFTER HOUR AFTER HOUR. The recording said 24 mintes. Try 2 hours 24 minutes and holding!! FO!

    Pissed Off 12/19/09 10:42PM

  • My son is stranded in Virginia, I have been on hold for over 3 hours and I am afraid to hang up, but wonder if they will answer????? Terrible customer service.

    mary 12/19/09 10:15PM

  • Two hours? Try six hours, and still on hold. Inexcusable. When there's a storm, you add people to handle the increased call volume. I'm asking to be moved to a different airline.

    anon 12/19/09 10:06PM

  • I have now been on hold for 2 hours, 9 minutes and 38 seconds and counting. GIVE ME A BREAK!!!! That is unreasonable even during a storm. My brother just called Delta, waited 10 minutes and was taken care of.

    Anonymous 12/19/09 9:17PM

  • My son is trying to fly back to the UK from Syracuse and got stuck at Philadelphia. They cancelled his flights and treated him worse than we treat animals.

    adam 12/19/09 8:49PM

  • Wow...What a hot mess US Airways is right now. Perma hold.

    Anonymous 12/19/09 8:47PM

  • Yet another xmas and stuck on the phone (again) waiting for someone at USAIR to answer. On hold for 2+ hours now and waiting. Last year they consistently hung up on us after long wait times. No other airline is this bad. If Philly wasn't a hub for usair, we'd never use them.

    Anonymous 12/19/09 8:29AM

  • THIS AIRLINE SUCKS. GRANDDAUGHTER TRIED TO COME HOME FOR HOLIDAYS ON LEAVE, MARINE CORPS, AND FLIGHTS WERE CANCELLED AND DELAYED 4 TIMES OVER A TWO DAY PERIOD. CUSTOMER SERVICE WAS DEPLORABLE, SAID WAS DUE TO WEATHER, BUT DID NOT REROUTE HER FOR ANOTHER FLIGHT THROUGH ANOTHER CONNECTION. IF WEATHER RELATED, WHY NOT ALL FLIGHTS CANCELLED. NO ASSISTANCE OR COMPENSATION FOR INCONVENIENCE OR LOSS OF LEAVE TIME.

    KYBLUEGIRL 12/14/09 8:37AM

  • Thieves! I booked a flight to Mexico last April for $519. I cancelled the flight due to a message from Orbitz that is was not advised to travel due to the Swine Flu. I tried yesterday, Dec 9,2009, to reschedule the trip and US Airways requires an ADDITIONSL $648!!
    If I just throw the ticket away I can get a ticket to Mexico for $400!!! I think they raised their rates to rob hundreds of people who canceled flights to Mexico last April. I will never fly US Airways again and will tell my story every place I can.

    Ivar 12/10/09 4:00PM

  • Useless air did the following:

    Would not let my wife change her ticket, instead they gave us a "credit" that would not have a change fee. When we tried to use the "credit" - they tried to charge $150 for a change fee. Three people and a supervisor later, they let me book the changed flight. They asked for a credit card for the difference. I gave them my card #, and they charged the ORIGINAL CARD, NOT the new card # I gave them, without permission to do so! Since it was the debit card on our checking account, it caused our mortgage payment to bounce, as well as all of the Black Friday items we bought.

    The only answer I get is "use the website - they might e-mail you back in 3 or 4 days."

    THEY NEVER CALL BACK. I've left nine messages via supervisors in reservations - they REFUSE to call back. I've got a fraud complaint in with the state Attorney General, the Better Business Bureau, and our bank.

    THEN - instead of leaving my wife's ticket alone, in order to cover up their illegal use of our card number, they canceled my wife's ticket and refunded the amount they charged on the wrong card, despite being told NOT to.

    They are THIEVES - who REFUSE to fix issues for any reason and hide so you cannot get to them. I was told that their "Customer Relations" department - aptly named because they WILL screw you - had the phone number closed because they could not handle all of the phone calls.

    Their "solution" is to FORCE us to fly again and use $50 vouchers - on an overpriced airline so no savings - PLUS they charge you $25 to book a ticket so you are not even saving the $50 but $25!

    They ALSO said, "Because this is not our fault but "An Error" - we will not issue any compensation." It IS their fault - THEY did this, not me! The card # was READ to them - I couldn't type in a different card #!

    I asked if "An Error" was like "A Gremlin" - with a mind of its own, etc. They were speechless.

    In REBOOKING the canceled ticket - I gave them a USAirways credit card #. I asked if they would charge this card # this time and not charge the original # as before. The answer? "We would NEVER do that - we will charge the card # you give us." EXCUSE ME? They DID in fact do just that before!

    Avoid at ALL COST. Did I mention they cost us a day and a half of our honeymoon? Their plane was broken - shock and amazement - so they put us on a TAXI to an airport an hour away, to get us to a flight....that was CANCELED DUE TO SNOW - and it was canceled before we left the first airport!

    THIEVES AND LIARS.

    Anonymous 12/3/09 5:48AM

  • I was booked on two flights to go to Fort lauderdale. The two trips were two weeks apart. When I went to the Fort Lauderdale airport to check in for the flight home on the second trip, I was told that my reservation had been cancelled because I hadn't checked in for the first leg of the trip, which I had. The agent looked at me as if I was lying. She said you didn't check in your golf bag for the trip to Ft Lauderdale. I said that that was correct because I knew I'd be returning in two weeks and did not want to drag them home for no reason or to pay an additional $54 in baggage fees. She disappeared for 15 minutes and then told me that she had gotten me on the flight, continuing to look at me and suggest that I had been lying.

    When I got my credit card bill, I noted that I was charged not for two round trips but for three. I never was told about, let alone authorized a third trip which i am in the process of disputing.

    There is a reason, I guess, why this airline is known as "Useless Air"

    While I appreciate that airline employees probably get poor treatment because of what their employer does to screw customers, I did not like someone telling me that I was lying.

    Another lost customer for Useless Air.

    None 11/30/09 2:37PM

  • I was in a rush to catch my connecting flight on USAirways at DCA Reagan National Airport and lucikly (I thought) spotted a USAirways employee in uniform with a name badge on indicating his name was Carl. I introduced myself and he indeed replied that his name was Carl Grim and that he was a storekeeper for USAirways while constantly staring at my breasts. When I told him my eyes are up here and asked him for directions to Gate 24 he told me to go F myself and asked if he looked like a G-damn travel agency. He also indicated if I needed any airplane parts to look on eBay and wished me a safe trip very sarcastically. I'm not sure what he meant but I am sure I will not be traveling again on USAirways...

    Jeannie Heathcock 11/26/09 8:08AM

  • Customer service is down right bad. The agent hung up on me when I requested to talk to her manager. I got my Cancun package from American Express and received my packet in the mail. I did not have seat assignment from phx to cancun and wanted to make sure my children and I sat together. The agent told me that seats will be assigned on the day of travel. I told here that was unexceptable since I have children traveling with me and requested to speak to her manager. She just hung up.

    Never again will I travel US AIR. Lucky, I bought the insurance. I cancelled my trip and I booked with another airline.

    Bad Service 11/23/09 5:40PM

  • I called just to ask i simple question and it was impossible to talk to a human. This is crazy and very frustrating.

    Anonymous 11/13/09 8:52AM

  • This airline has dealt with my fiance and I fraudulently and we are filing a complaint with the attorney general here in Arizona. This should get the airlines attention and I highly recommend every one do the same. I will never deal with these crooks again - US air that is! And now to find out they are being fined for aircraft maintenance problems. SCARY to say the least.

    M. Scarrow/G. Whitehead 11/9/09 10:38AM

  • US Airways is the worse. I had several flight delays in one trip and the customer service was awful!

    ihateusairways 11/5/09 12:02AM

  • TAKE NOTE: THIS HAS GOT TO BE THE WORST AIRLINE I HAVE EVER TRAVELED. MY FAMILY VACATION TOTALING 10 PEOPLE WAS CUT 2 DAYS SHORT BY THE AIRLINES, DUE TO THEIR SUPPOSED TECHNICAL DELAYS, AND OTHER SORRY EXCUSES. IT CAUSED US TO BE OUT ADDITIONAL EXPENSE SO WE COULD HAVE OUR 5 DAY VACATION INSTEAD OF 3 DAY SINCE 2 DAYS WERE SPENT FLYING US ALL OVER THE UNITED STATES TRYING TO GET US TO OUR DESTINATION. THE SUPPOSED SUPERVISOR IN PENN. "JOHNNY F." WAS RUDE AND WOULD NOT RECOMMEND HIM AS A CUSTOMER SERVICE PERSON FOR A JOHHNY ON THE SPOT, LET ALONE AN AIRLINE AGENCY. THEY SAID WE WOULD BE COMPENSATED, EASY TO SAY OVER THE PHONE, WE HAVE NOT RECEIVED ANY TYPE OF COMPENSATION.

    Unsatisfied customer 11/3/09 2:52PM

  • I wish this number were readily available on the front page of their website. I know most companies don't want you to talk directly to employees but their websites are rarely capable of handling some of the most simple of functions.

    ALHLCH 11/2/09 11:26AM

  • I find it difficulst to understand why it costs $250 TO CHANGE A RESERVATION MADE ON 10/20 FOR NEXT jUNE. I have used this flight for 10 years and my meeting date was changed 2 days ago.
    Also, the reservation copy I printed did not have my flight Numbers on it or ask for my seat selection
    I will look into other airlines next year

    Bronte 10/30/09 2:04PM

  • Will not use us airways ever again not military friendly, They say one thing then turn around and say another, rude! worst experience ever. never will i book a flight with this airline again.

    not happy 10/28/09 11:08AM

  • I checked my wife's "carry on" bag the night before her flight as US Airways has a way of sneaking the checked bag fee in after you've booked online. My wife's bag was within parameters at 21 inches and 27 lbs. for carry on. The didn't let her carry it on the plane and charged $25 for checked bag. So, now that I know this is how US Airways works, I will not be using them ever in the future. If I see US Airways next time I book a flight the "red flag" will automatically be hanging over it. They manipulated us into paying an extra $25 fee which I am sure is a habit of this airline. I fly out in 11 days to meet my wife and we fly back together. I am rescheduling my flights with another airline. So long US Airways! You have lost my business for good.....I promise!!

    InARage 10/27/09 4:25AM

  • I had a very upsetting situation I experienced at the US Airways ticket counter this morning. When my mother and I approached the ticket counter, we were told that we to use the self check in even though there was no line at the counter. I used my debit card to check in and not being familiar with self check in, I accidentally said YES to upgrade. When I realized what I had done, I told the lady at the counter that I hit the wrong button and I did not want to upgrade! She told me that it was too late and that she could not change it and there was nothing she could. I could not believe that I was charged $150 for an upgrade that I did not want and there was no way to reverse it! That's just insane and incredibly unfair! I chose US Airways because of the affordability and convenience. Therefore, why would I want to upgrade at a cost that was greater than the cost of the ticket?! That makes no sense.

    Everyone is not "computer savvy" and should not be punished $150 for a mistake! I do not have that kind of money to sit in first class. I would have never knowingly upgraded because I can not afford to!!! If I could, I would not have choosen US Airways!!!

    Anonymous 10/21/09 12:31PM

  • My husband and I tried to book a flight home on line. Only to find out we couldn't. We were told our billing information does not match? What a joke. I have a banking statement right in front of me. So I called the airline directly and they wanted to book us on the same flight and charge us $25.00 per ticket extra!! Once again let me remind you the exact same flight same day same dollar amount until, Oh yeah, that will be $ 25.00 extra per ticket for them to book the flight!! We will never fly with us airways again. Looks like you lost two great customers.

    done with usairways 10/16/09 8:38PM

  • Booked a flight in April of 2009, started as a one stop with a return arriving home the same day. In Late September 2009 we get a call from US Airways stating our flights have been cancelled and changed and we needed to reconfirm. To my dismay I find out that a customer has NO recourse at all. I work very hard to be able to travel and now to find out our one stop flight has turned into a two stop both ways. Unacceptable! Not much I could do had a timeshare tied up in this travel. Started out with good flight schedule and ended up not even being able to get home on the day I needed to. Instead I was offered a flight (which the agent says is the only flight that could get us to our airport) leaving at 10:30 at night and getting me home a day later at 1:35 in the afternoon. I believe that some type of refund should have been offered but the Airline has you where they want you and said they have no refund or vouchers available because the flight was cancelled.

    Anonymous 9/17/09 4:40PM

  • I tried calling US airways on the following phone number: 1-800-428-4322, I went thru the automated system pressing option 4 and then 1, I tried option2 instead of 4 as well but when it seems like they are about to transfer you to a representative the ring tone changes and the operator comes up saying this is not a valid number and to check the phone number again. I mean HELLOOOO i am calling you, not cause I have all the time in the world to waste calling you for the past 30 minutes trying every option but the fact that I NEED to get to a representative. How are you supposed to get a hold of a company like this where I guess customers dont matter much. I mean I understand one of the employees wrote because of Job cut but the customer phone number should work!

    USairwayswhereru 9/15/09 7:49AM

  • they bumped my 3 of five family members and claimed it was my fault. The folks in Reno or just plain rude.

    dont give usair your money 9/11/09 3:59PM

  • I never fly US Airway always AA or Delta however going to St.Marten spur of the moment vacation with 3 daughters. Leaving Boston Sat. AM to go thru Philly for connector and then onto St. Marten. First of all stayed on the runway in Boston for onehour due to thunderstorms in Philly. No planes flying in or out of airport. Missed my connector when I got there. upon arriving while going to gate the pilot got on intercom and gave 800 number for us to call to see if connecting flights status. Oldest daughter called and said connector held boarding at 10:30 voice message. Went to gate and posted boarding time 10:30 however plane left at appropriate schedule time 9:40 AM. Complained at service station rep knew nothing about thunderstorms nor 800# treated me like I was stupid, never apoligized and told my daughter she is not aware of 800#. My daughter recalled number on her cell phone and gave her phone. She smiled and laughed subtlely, my daughter said why are you laughing, there are so many irate customers here, I then intervened and asked to speak with her supervisor. Supervisor came down and said there was no bad weather first of all and she said she was unaware of 800# and connector left at 9:40 as scheduled. Asked her why screen said connector 10:30 and she said city of Philly is responsible for changing the screens as she walked away from me with me still talking and no no apology or sorry for the inconvenience. Vouchers were given and lost a day of vacation. Incompetent, rude customer service and why are these people hired in the first place? THey have no communication skills whatsoever. I told her airlines are known to fail and the way this one is going I hope it is real soon.
    Anonymous

    jojo 8/18/09 6:26PM

  • I recently booked a one-way flight on a saturday one week before i meant to. I didnt catch it until I got an email saying I was a no show. I called, and they were very condescending, telling me that my ticket had absolutely NO value, and that it was my fault for booking with an online dealer to get the cheapest rate. Yes, it was my fault, but they could have handled that a LOT better.

    Anonymous 8/17/09 7:24AM

  • Yesterday August 9, 2009 my step daughter age 14 was scheduled to fly out of PHL at 9:10 pm and arrive in IND. at 11:25. I recieved a phone call from US airways (automated) at around 5pm informing me that the flight had been delayed and would now be leaving at 11:00Pm and arriving in Indianapolis at 1:15 a.m. I then recieved a voice mail message at around 8 pm informing me that there was some confusion with the earlier call and that the flight is now leaving on time. Now mind you I live about an hour away from the airport. I immediatley got on the phone with US airways to where a another rep. informed me that the flight had been cancelled altogether. I told her to verify this information being that I just recieved a call stating that the flight was leaving on time. She put me on hold for about 25 mins and just never got back on the line. I proceeeded to hang up the phone and call US airways back. I got another rep. who also informed me that the flight was cancelled due to weather. I told her to please make sure that this information was accurate. She put me on hold AGAIN and then she informed that she made a mistake and the flight was leaving on time. At this point I am furious! There is no way I can make this flight on time due to the incompetence of some of your employees. I then checked the website (just on a whim) and come to find out the flight is leaving at 10:19. I have never been so frustrated with an airline. Simply ridiculous!! Their reps are totally incompetent!

    Moigwe 8/10/09 10:59AM

  • This is the worst experience I've ever had with an airline. People are very nice on the phone but have done nothing to resolve the problem nor taken any responsiblity for the problem.

    Anonymous 7/26/09 5:21PM

  • I was placed on hold for more than 40 minutes. Once answered I was transferred...and You Guessed it..place on hold again!!!! ONLY to LEARN That there are no Live...LIVE being the KEY WORD..... Customer Service Representatives that you can speak to. WHAT??????

    I was informed that I had to send an email. That was the only POSSIBLE way to contact ""Customer Service"" AGAIN I ASK...WHAT????

    So my Question is,,,,,Are the emails READ by a LIVE PERSON?????

    Joanna Gilbert, NC

    Joanna Gilbert 7/20/09 4:29PM

  • Just tried to change a flight for my boss. Original ticket is via United, with US Air operating the flight. Was told that United couldn't help me, because US Air operates the flight, and he'd already checked in - which is already ridiculous. Called US Air, they re-opened the check in status, and then put me on hold for a very long time while they spoke to their rate department - and then told me that they wouldn't exchange the ticket because the rate in their computer didn't match the rate paid. Customer service couldn't understand why I was so upset; the remaining ticket had so little credit left that their answer was just to purchase a new ticket. That's not the point - the point is that when you call the airline, you expect help, not a response that basically amounts to "We're not going to help you - you're on your own to figure out what to do." No wonder no one wants to fly with them!

    Anonymous 7/20/09 1:55PM

  • Dear USAIR

    When I called to confirm my reservation I was switched to the Philapines and it took over 45 minutes to confirm and was told it would appear within 96 hours in my e-mail.
    This is rediculous is this modern day of instint communication.The whole experience was very frustrating.

    Anonymous 7/17/09 10:01AM

  • may 31st 2009 I had to go to england as my brother had died i booked fast so i paid full price for my ticket the flight was la to philly then england i arrived in philly and was told that the plane was delayed due to being repaired
    when asked why cant we have a new plane answer was it would take 3hours to get one there it was night time. The flight was full of people going home from vacation babies children etc the next info was first 2 hours next 4 hours no vouchers were given people
    were buying there own food then the area was closed down for the night .
    next was 8 hours no water or food was given
    i asked why we did not have another plane sent the answer then was there is no other to get.
    BUT WE ARE STILL WORKING ON FIXING THIS ONE .
    12HOURS OF DELAY NO FOOD DRINK OR EVAN WATER
    IT WAS DISGUSTING THEN THEY ANNOUNCED WE ARE KNOW DOING A TEST FLIGHT IF IT WORKS WE WILL BE BOARDING SOON IF NOT WE WILL BE 3 MORE HOURS HAVING ONE SENT IN.IT WAS 10HOURS
    MY FUNERAL WAS THE NEXT DAY I HAD TO ARRIVE AT THE CHURCH WITH MY SUITCASE MISSED THE SERVICE .
    I AM GOING TO SEND THIS ARTICLE TO ALL PAPERS
    AND RADIO STATIONS. THEY SHOULD CLOSE THIS AIRLINE DOWN

    ALIICIA 7/16/09 8:55AM

  • After an 8 hour delay in Munich which resulted in me having to overnight in Philadelphia enroute back to Florida and arrive a day later than planned, US Airways at Munich gave us a number to call to arrange "compensation". 2 days later I attempted to call that number and it is no longer in service. I finally reached a person on the US Airways general number and they informed me there is no longer a way to reach a LIVE PERSON - complaints can only be submitted on the web. Incomprehensible that any major public service provider could simply eliminate the possibility of human contact when it comes to owning up to their own failure. This company deserves to go out of business. I will NEVER fly them again and will make sure that I make my opinion well known. Salvatore Massaro - Pompano Beach Florida July 13, 2009

    Anonymous 7/13/09 3:39PM

  • My name is clearer lenoir. I was booked on the 7am flight fom fll to dca. It was about 630am so I call the us airways 800 number to state the I was about 15 minute out and that I was not going to make the flight and ask what option was there for me to do. The agent stated it would cost 150 flight change to the amount of the ticker which came to almost 300 so I ask how much would I one way ticket cost and it was cheaper plus the charge of fifty dollars for the 2 bags so I was told that was included. When I check in at the airport at 1230 I was told that the bags was not included and also informed if I would had came anyone within 2 hours it would have been no charge. I am very upset because why did the 800 number agent informed me of this. He knew that I was sabout 15 minutes from airport when I called around 630am. I have been a dividend miles member for years and have never experience this kind of deception I feel cheated and lied to because there were other options the agent withheld from me. I know this is not how us airways must treat it's customers.

    Anonymous 7/13/09 9:52AM

  • Given any other choice, anyone should use another airline. The employees just don't care. The people who run the airline care even less. And if you have a problem with a ticket...........or if you have been scammed by a travel agency involving US Air..........just forget it. They don't have any customer service. This airline needs to be closed down. since the stock in US Air is so depressed, hopefully they will go out of business and save everyone from having to put up with the worst service and worst attempt at being an airline. Who runs this company? Does anyone know? They train their people who respond to on-line complaints to ignore, never admit anything, nothing is ever their fault, and they refund nothing..............even if it was a scam.

    docgema 7/12/09 9:23AM

  • What a mess, my daughter (a minor) was on a flight on April 24th, her connecting flight from Charlotte, NC to Jacksonville NC was cancelled. after the run around from the charlotte airport, expedia and us airways, all directing me to do different things, i am once told the flight would be reimbursed, but that i couldn't do anything until the flight was finished, knowing there would NOT be a ticket person at the airport at the time of arrival back i am sure, then i am told the flight from charlotte to jacksonville would be reimburesed....THIS IS NOT good enough, i paid $180 for gas, not to mention the hassle of getting someone to go to Charlotte from Jacksonville to pick her up, Had to also pay for a hotel room that was not used that night due to the fact that it took until 7am the next morning to get there. I will keep calling until something is done about this

    klhenn 4/28/09 8:05AM

  • When I arrived at the Manchester airport (March 27, 2009), I was told that the flight was delayed due to crew rest requirements and that I would be missing my connecting flight, which changed my time of arrival from 5:14pm to 10:04pm. This included a 5.5 hour layover in PA. At the time, I thought 'fine, its okay, these things happen, I will just forget about this.'

    I made it to PA and waited the 5.5 hours for my scheduled flight @ 8:30pm. We boarded the plane and when we were about to take off, the captain told us that there was a maintenance issue in the cockpit and that they were going to try to fix it while we wait on the runway. 45 minutes pass and the captain told us that we would need to go back to the gate and at that time would let us know what their plan of action would be. At this point, all I was thinking was, that I wanted to get off the plane, because if there was a maintenance issue with the plane, I wouldn't want something to go wrong during the flight. We were told to remain on the plane while they tried to rectify the issue. We remained seated for an hour and a half at the gate, and were told that the issue was rectified, and that we were leaving immediately. We got to the runway, and the same maintenance issue came up again. So, we had to go back to the gate and change planes. At this point it is well after 11pm.

    We get off the plane and head over to the other plane, which happened to be on the other side of the airport. We wait at the gate for 45 minutes before boarding the plane. After a check-in process of alphabetically calling every passenger, we finally settle in on our new plane. After everyone is accounted for, we sit for about 20 minutes before we hear the captain tell us that the reason why we haven't pushed off from the gate was because the luggage was sent to carousel and not transferred to the plane we were on. At this point, we were all just fed up with what was going on. 10 minutes later they told us that the luggage cannot be brought back to the plane, because the TSA agents have already left for the day, so the luggage would have to be sent the following morning. Wow... somebody really screwed up!!!

    We finally push off at 12:30am and arrive around 1:30am in Toronto. When arriving, after going through customs, filing claims for luggage, and postponing my arranged ride to the point of having to cancel, I was stuck with a cab fare of $60 CAD. This was ridiculous.

    I usually don't get upset that easily, but this situation has really pushed me over the edge. I really want to say that I would fly with US Airways and that I would recommend the airline to my friends and family, but after a careless experience, all because of "crew rest requirements" I would have to say that accommodations, such as a voucher for a free round-trip flight, might rectify a situation as this. Also, because of the lack of transportation, I need someone to reimburse me for my cab fare to my destination from the Toronto airport.

    Anonymous 3/28/09 11:42AM

  • I have had thee most awful experience coming home on Mar. 15th (well suppose to come home on that day.....ended up having to stay in a hotel for a night (not paid for by us air ways) I missed 3 connecting flights one apparently due to some rain sprinkles and fog leaving fayetteville airport. Arrived late for the connecting flight in CLT was given new boarding passes to get hours later to Chicago Ohara to only find out if I got there ...there would be no more plans leaving for my final destination Grand Rapids. so us airways hook me up to take the next flight out on the 16th in the morning WHICH AGAIN DELAYED DUE TO MAINTANCE PROBLEM !!!! MISSING MY CONNECTING FLIGHT AGAIN IN CHICAGO......HAD TO TAKE A LATER FLIGHT. MY LUGGAGE DIDNT MAKE TO FAYETTEVILLE ON MY WAY DOWN TO ENJOY MY LONG WEEKEND VACATION OF COMPLETE DOWN TIME. SCREWED UP MY PLANS TO HEAD TO MYRTLE BEACH. I WANT TO BE COMPENSATED WITH FREE AIRLINE TICKETS AND REIMBURSED FOR THE HOTEL $57.00 and I also had to take another day off of work and make arrangements for daycare for my children. I am a single mother and the only sole provider for my children and I work hard for my mini vacation. I was so upset and dont travel much and that was a nightmare !!!! Please the only way to help me feel better about that whole experience is to be compensated somehow it seems to help the stress I was under. I would like a reply and compensation. 2 round trips in the U.S so that Me and someone of my choice could have another chance to get away hassle free and to give us airways another chance,
    thank you for your time

    Heather 3/19/09 12:12PM

  • this may be the worst customer service i have ever seen provided for a company. They have people who answer the phone and have no idea how to help you, so instead of transferring to their supervisor, they tell you to hang up and call another number-- HELLO! They need serious help, maybe a course for US Airways employees regarding how to satisfy and become helpful for your customers so they may in turn become loyal to you, might do some good. But until that day comes, I will NEVER fly this airline again. I have had to deal with American Airlines, Hotels.com and a hotel today, and all have been incredibly helpful, efficient and knowledgeable, all EXCEPT US AIRWAYS!

    THIS AIRLINE IS MISERABLE!!!!

    Anonymous 3/1/09 3:02PM

  • Flight #978 out of PBI (West Palm Beach) Airport was scheduled to leave at 7:25 P.M. Wednesday, February 18, 2009. It was delayed (don't know why) and we NEVER left runway until 8:07 P.M. We were supposed to arrive at Phila. Airport at 9:57 P.M. on Wed. Feb. 18th for a connecting flight (Flight #4174) to Allentown, PA departing at 10:55 P.M. Coming into Phila. Airport we were told there was a lot of air traffic and we would have to be "stacked" up for arrival. We never got off plane till 11:00 PM but were told that all flights were delayed and if we took the shuttle to Converse F we would be able to catch our flight to Allentown (Flight 4174 out of Gate F-2). Needless to say after waiting 5 minutes for shuttle, till it got us over to F we were now approx. 15 minutes past time of departure to Allentown and upon arriving at gate F-2 we were told the flight to Allentown left ON TIME at 10:55 P.M.and we missed it. Now we had to get back on shuttle and go back to Converse C to talk to someone in "customer service". When we got there, it was CLOSED, no one was in customer service (it closed at 10:30 PM). We found someone at another gate and upon checking computer he said there was not another flight out of Phila. to Allentown until ll something on Thursday morning, Feb. 19th. Needless to say we were not going to stay in Phila. airport till next morning. And also, we had a limo service picking us up at Allentown Airport at approx. 11:30 PM Wednesday 2/18 to bring us home to Temple, PA. We were able to contact him and he then drove down to Phila. airport to pick us up. This was another hour+ and it is now approx. 1 A.M. Thursday Feb. 19th. We will now have to pay for limo service to Allentown and to Philadelphia. We finally got home and to bed at 2:30 AM Thursday 2/19. NOW WHERE IS OUR LUGGAGE? Hopefully, it will arrive at Allentown on the Thursday morning's flight. We got on the phone Thurs. morning and were told that this is what would be happening. We drove up to ABE Airport and lo and behold our luggage was there. Picked up luggage and came home only to find upon arrival at home that the combination lock I had on my suitcase had been CUT off and the zipper clasp had been cut. The locks I have for my luggage are TSA approved and I have NEVER had trouble with them before. Nothing in luggage was missing. I guess they didn't want clothing. I was told when I purchased this type of combination lock that ALL airports have keys to open them if they need to do so. So now my luggage is ruined and my lock is gone.

    Needless to say we are VERY VERY EXTREMELY upset with what transpired on this trip home from Florida. We don't travel much, but rest assured that we will never fly US Airways again.

    Anonymous 2/19/09 4:42PM

  • U S Air sucks. Their flight personel have the I don't give a s**t. I will never fly on their air line again. I hope anyone that reads this will be saved the time and expence of traveling with them.

    mmmdontknow 2/16/09 10:12AM

  • After reading these other experiences with us airways, idoubt I'll get anywhere with my complaint.
    I wanted to get a good price for my Christmas trip to be with my girls and grandkids. So I checked in NOVEMBER for tickets. I got what I thought was a good price and the dates I wanted from Us airways.
    I was to leave Dec.15,2008 on flight 1584 Round trip from Ontario, ca. to Albuquerque NM. It snowed and the highway I needed to go on to get to the airport Closed ,because of snow and heavy ice. So my freinds and I tried another highway only to find after three hours of travel over snow and icy roads that the Highway patrol closed that road also.
    I called the airport to make them aware and they said I could get a flight the next day.
    THE CATCH, I had to buy another seat!!
    They were not responsible for the weather. LIKE I WAS!!
    So now I'm trying to get a refund. The trip was delay, wait, pay, pay pay.
    I DO NOT RECOMMEND THIS AIRLINE> AVOID IT LIKE ITS A DISEASE!!

    ANTIUSAIRWAYS 1/9/09 11:23AM

  • I filed a baggage delay ticket on friday Jan 2, 2009 (claim number: DCAUS000XXXXX) on flight 3088 to forward address 1 letting the office know that if I did not receive it that evening it would have to be delivered to another address, 730am the following morning I called the baggage claim call center to change the address (to address2) b/c I was told that they started giving luggage to the delivery company at 8am. After getting hung up on twice I was able to reach someone on the third try that told me the luggage would be delivered in 2-4 hours (at 8am - so that to me means anywhere from 8-12). At 217pm I received a call from the delivery service (JB Delivery) stating that they were at the delivery address (address1) apparently the updated address information was never relayed to the delivery company. I told the driver of the change and he told me that he would have to drop the luggage back off at the airport and someone the next day would have to deliver this item. At 4pm since my vacation was ending and I was flying back home to NY I called the baggage claim center to change the address to my home address (address3) and would like the luggage delivered to my residence on Sunday evening - she confirmed and gave me a delivery confirmation number. On Sunday after several attempts (about 10, including multiple hangups and spending over an hour on the phone 3times with the managers of the reservations call center who rec'd my call through the baggage claim center line but could not assist me - AFTER 1+ HOUR) I was told to contact the airport at Reagon (DCA) where I filed my initial claim. it was 11pm at that point so I figured I would just wait til the morning. At 836am monday morning I called the baggage claim line and was assisted and finally directed to th actual delivery company (after days of everyone telling me I could not get their information, which I never rec'd, or that they would contact them and call me back) talking to the delivery guys they told me that my baggage had been delivered in 1/3/09 but would check and call me back after they tried to locate this in their warehouse. I called the baggage claim number several other times throughout the day only to be directed to a reservations service rep and re forwarded to the baggage office that would not pick up until around 430pm I talked to Randal who so kindly faxed a request to the DCA office about my info and to call me. I waited but then decided o call the office myself so I started calling the DCA US AIR office 703-872-2607, after about five calls someone picks up and tells me to hold - after holding for 15 mins I decide to hang up, give some time and call again. after calling back I was hung up on 12 times afterwards and everyother time the phone was held then hung up. The one time someone did pick up the phone at 702pm approx 2 hours after I had been repeatedly calling she rudely stated that she picked up the phone and told me to hold as she was helping another customer on another line.



    I would like for someone to contact me on the whereabouts of my luggage, and also about the delivery time that I will receive it. I think this is very unprofessional and cannot understand what the difficulty in taking a call and locating someones luggage is.

    Anonymous 1/5/09 5:11PM

  • I think this company totally stinks, they are the worst!!!! I have had my own lousy service from them, that resulted in sleeping on the floor of the Philly airport while the customer service employees filed their nails, now my daughter waited in an airport line-up in Las Vegas for over an hour to get to check-in only to be told that she was 5 minutes too late to check-in, there was still over an hour until flight take-off!!! Now the next available seat is 4 days from now....US airways are absolutely atrocious, the absolute worst, never again, never again.

    Jan 1/3/09 6:09PM

  • What Elise Eberwein from USAir does not say is: the young telephone helpers are all in Mexico and India reading from a text card in a pathetic and robotic manner. Utterly and completely useless. USAirways has taken the Ryanair approach to complaints: completely ignore them.
    Here we are Preaching to the choir: to make real progress tell everyone you know: Never fly USAirways. Send emails, tell everyone how bad they are.
    I no longer worry about the liars, cheaters, sadists and robbers. That is of course every ground based USAir employee. [ The executives take bonuses while the company operates at a loss. ] I will never fly another trip with USAirways. Take the pledge: I will Never fly USAir ever again. My last trip, and I mean LAST, as in never again, went poorly. Raise your right hand, Shout it to the mountain tops: I will Never fly USAir

    Anonymous 1/1/09 2:30PM

  • it would be helpful if the customer service number actually worked!!!!

    Anonymous 12/23/08 12:18PM

  • I will never fly with this air line again. I have had the most difficult time trying to deal with anyone that works for this company in my entire life of flying. If you have a different way to go I would take it instead of putting yourself through a lifetime of bull crap and time wasting.

    rickr2004 11/26/08 10:09PM

  • Submit your comment >>
  • Managed to find USAir's phone number from this site - impossible from their own site. But must admit received prompt response and good information about baggage restrictions. Sorry to be a pollyanna but the service was good. Let's hope the flight will be even better!!! More later. Fido 1/15/10

    Fido 1/15/10 1:56PM

  • I got a quick response and a very helpful 'person'.

    Anonymous 11/20/09 10:15AM

  • Excellent. I just traveled with US airways through SYR,LGA,ORF, then ORF,PHL, SYR airports on a return trip. At every check-in,gate,on board service and baggage pick-up we had excellent service.
    We read the fine print. It was explicit about what was allowed. We were even allowed to bring a folded fishing rod on our return in he overhead. Our luggage handling was excellent.
    On our return to SYR, a US Airways Rep had pulled our bags for us (it had been a connecting flight) to be sure we received them.
    I called them 4 times on their customer service line with various inquiries and was always able to speak to a live person who was professional and efficient.Listen carefully to the prompts.
    US Airways was great with us.
    A happy Canadian Traveler

    Anonymous 11/20/09 7:12AM

  • i called to ask about id info and baggage rates and I was actually able to not only talk to a real person but she actually was located in the united states... and I understood everything she said and was very polite and broke it all down for me

    monkey 11/12/09 6:24PM

  • I called to check on my flight and I was able to talk to a real live person who was very friendly.

    Anonymous 11/10/09 6:29AM

  • Great. I asked about the baggage service and they answered. Less than 2 mins on the phone!

    Darth 10/8/09 11:46PM

  • Just wanted to thank & express our graditude to US Airways employee, Wanda #213329, for her professionalism in helping resolve a mix up. Four siblings of our family will be traveling to LA for a funeral 09/19/09. Due to a date error, it appeared that one senior sibling would have been rerouted on a different flght. Our experience with U.S. Airways will be enriched due to Wanda's pleasant and accomodating attitude and great customer service.
    Sincerely,
    Marina B. Pilcher

    Marina B. Pilcher 9/17/09 11:59AM

  • My call was transferred from US Airways Domestic to International. I had a great time chatting with the lady - Sept 16, 09. She was very experienced, knowledgeable and helpful. She saved my time and had great insights for someone like me. I will be entering US in a different city and traveling to another one. Thanks, I guess, I did not expect this kind of service from an airline.

    Ab 9/16/09 2:05PM

  • Had terrific customer service..... fixed a problem and answered questions patiently.
    DP5V0V Thank you

    Anonymous 8/25/09 7:30PM

  • Submit your comment >>
  • Just a note for all of those that have posted on here regarding their bad experiences with US Airways. I have worked for US Airways for three years and have learned a great deal about the reasons behind all of these complaints. Let me state a few to clear the air for some.

    1. "Delayed or cancelled flights due to weather or maintenance."
    --As a passenger you expect when you get to the airport to leave on time no matter what. This is not the case in 90% of flights, no matter what airline. These aircraft are flying non stop almost 20 hours a day with no time to cool down. If these aircraft are well maintained everyday they shouldn't break down, but with every mechanical piece of equipment, it happens. Sometimes it's not as clear cut as replacing one piece of equipment. US Airways does not have aircrafts on standby if one breaks down, they do what we call an aircraft swap, which means taking another outbound flights aircraft for your own and delaying the previous flight. It costs a great deal of money to have an aircraft sitting on standby waiting for a breakdown. If the aircraft cannot be fixed and will take a certain amount of hours then it is scrapped and taken to the hanger for work. Weather is a tricky subject also. It certain cities they have different policies of when they are allowed to fly. If there is lightning outside then the Tower must close down the ramp so no one will be struck by lightning. This changes constantly so it's up to the FAA tower to decide whether to open or close the ramp. THIS IS NOT THE AIRLINES FAULT. We are bound by the FAA tower for when we can and can't fly. This means that messages get crossed with the FAA tower and passenger service that is in contact with the passengers. THIS CAN CHANGE! Do not look to passenger service as if we are trying to deceive you. We only want the best for our passengers, we do not want you missing a flight, being delayed etc. because that makes a lot more work for us.

    2. Calling the 800 number.
    --Since Doug Parker had decided to cut jobs in nearly every station/hub there have been cutbacks. As with every reduction in workforce the public is the ones that are hurt by this. If you haven't been able to contact a LIVE person by the 800 number it's not because we don't want to talk/help you, it's because our CEO is trying to save money.

    3. US Airways East Cost VS. US Airways West Coast
    --This merger with US Airways and American West is still a factor in performance of our employees. We have a mentality in our airline. Philly, Charlotte and many east coast employees of our airline DO NOT CARE. They are so upset with how the airline has treated them that they feel by treating the customer poorly that it will reflect how management treats them. It's a shame that it hurts the passenger, but this is a reality. This continuously happens even years after the merger. The West Coast US Airways still does its amazing job, but we also have been burned by the airline. They continuously treat it's workers like second class workers and are basically "owned" by the airline. They can make you do whatever they want and when something goes wrong, your guilty until proven innocent. With this mentality, it's very hard to care about the passenger when management doesn't care about you the worker.

    4. Baggage Fees and Information Provided by Management.
    --If one person on the phone tells you one thing, and when you get to the airport they tell you another it's not because one person is incompetent then the other, but that the airline changes its Policies SO MANY TIMES it's nearly impossible to get the correct policy to inform the passenger. As I fly standby I still am quoted prices and baggage information that I know is wrong. It's the same thing with information provided to gate agents, rampers, pilots, and flight attendants. Policies change so much with this company it's impossible to know what is true and what is not. If you have complaints, go DIRECTLY TO DOUG PARKER. Managers and people you speak to on the phone about these complaints really can't do anything about it, but believe me if it's happened to you once, it's happened many more times and to many different people, we at the airline have heard it so many times. As an employee of the airline I want my customers to make it to their destinations on time (If not early) with their belongings intact and to have a great experience on my airline. Sometimes this is not the case and with these economic times, it's the passengers that suffer. I hope this cleared the air for many of the complaints that many of you have.

    USJoe85 8/18/09 11:40AM



  Contact Information  
Customer Relations
800-428-4322
Complete US Airways customer service contact information including steps to reach representatives, hours of operation, customer support links and more from ContactHelp.com.

Complete US Airways customer service phone numbers and contact information at ContactHelp.com
  Get Help Online  
Get immediate support for your US Airways questions from HelpOwl.com.

Receive immediate support for US Airways at HelpOwl.com
  Boycott Company  
View all boycotts of US Airways and join a boycott today!. You can also organize your own US Airways boycott with many tools for promoting and managing the boycott.

Boycott US Airways today at BoycottOwl.com
  Company News  
US Airways Takes Parts Out Of Xbox To Make Flying Safer
Any advice?" I'd advise contacting their executive customer service number to see if they'll take your complaint more seriously.
Kentucky-bound US Airways flight from NY diverted to Philadelphia because of ...
The Republic statement said the airline would use Thursday's event "to further strengthen our commitment to both security and customer service. ...
US Airways exec gets San Bruno 3BD
Mr. Klemp works in the customer service department at the San Francisco office of US Airways. He previously spent almost four years at National Fulfillment ...