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US Airways

Customer Service Ratings and Comments

US Airways is ranked #166 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 36.66 out of a possible 200. This score rates US Airways customer service and customer support as Disappointing.

NEGATIVE Comments

156 Negative Comments out of 175 Total Comments is 89.14%.

POSITIVE Comments

19 Positive Comments out of 175 Total Comments is 10.86%.

Issue Resolution

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Disappointing Overall Customer Service Rating
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  • will never fly us air again- I am a frequent flyer and when I had to deal with a changing of flights-it seemed like they made up charges to charge me. I was told four different things from four different representatives from the same company- talk to supervisor after supervisor and all of them were degrading towards me- likeI was a child trying to book a flight. Never again US air- there are other airlines in the sky.

    Anonymous 9/2/10 9:50AM

  • I believed I posted here before but ya UsAirways has the WORST customer service in the world. There staff is extremely rude, with a huge attitude, they have little brains because it takes them 20 mins to understand the issue, with you repeating the problem like 50 times, they act like they are doped up at all times. They can careless if you miss your flight due to Us Airway error, or any problem for that matter. AND half of them dont speak english, which i say this not out of racism, but for the simple fact its very annoying to call up and have someone who you cant understand to save your life handling your issue. This is my experience always with them. USAIRWAYS customer service employees have nothing but a bad attitude and are quick to walk away from the problem or shoot their mouth off. HORRIBLE its like its ran by a bunch of angry drugged up teenagers from a different planet. Their lazy, dont do their job, leave you helpless and unjustified. DO NOT BOOK FROM USAIRWAYS!

    Anonymous 8/29/10 12:45PM

  • Good Luck...You will get a live person from the Phillapeans who will not be able to assist you. She/He will tell you to contact US Air via email...which you have already done (at least twice). You will still be waiting for a response from the web site...Good Luck!

    Anonymous 8/23/10 4:49PM

  • I had a flight with US Airlines many years ago as my first flight at 40 I was given a pair of wings. Since in the 16 years US Airways has forgotten who pays them the flying idiots who use US Airways. If we purchase something as a consumer and found it unsuitable, gone bad,found we didn't get what we paid for with our hard earn cash we would return it.Why shouldn't US Airways be held accountable for their costly mistakes to the people who lost precious moments on vacations with families. Those moments are gone for good. Because heat causes mechanical problems. Not my problems yours. I lost 2 days out 5. Take your 75 dollars you offered me and spend it on management classes. . I have flown many airlines since and never have come across so many non compassionate rude, unpleasant people in my life.

    My experience last week sitting in air airport with a 4 year and 7 year old for over 12 hours their Mom and Dad was the worst experience I could have had. I have a problem when I get stressed I get these terrible headaches from having aneurysm surgery which put me in bed and I started throwing so two days are now lost out of 5. I explained stress and crying isn't good for me due to the fact I have another aneurysm, The reason for the delays I was told that heat causes mechanical problems with the planes. Do you want to fly now?
    First day was lost we were suppose to be in FL by11:30 AM

    \Arrived at Marriott by 12:30 pm after being leaving our house at 4:30 am that morning
    The rudeness and arrogance of employees at the customer service desk is unacceptable. I over heard one woman talking to another EMPLOYEE MAKE SURE YOU CHECK THEY DON'T GET EXTRA VOUCHERS, I felt offended and it wasn't even me they were talking about.Standing in the line a gentle screams out you need to go to baggage. Two men standing next to me said no you never said that after about 30 to 45 minute wait.

    We were never told to try to go standby at any time. Spoke to manager he had to leave for a call and he had meeting. So then I get a woman with long hair first manager was told nothing could be done it was because the plane had problems with the heat .
    Standing in the check point again a gentlemen saw my saw sign about airlines and said he was a pilot and that's a bunch a bull. I had a police officer tell me wouldn't fly with us airlines. I had a bathroom attendance told me to get to the executive offices upstairs and get help. She
    was trying to help because the stress I couldn't stop crying.The gentlemen bringing the baggage in said he doesn't fly us airline

    Time to come home would you believe it missed the connecting flight again . Our luggage made home before we did odd isn't it? The rude woman at the boarding gate refused us .I mean rude my son in law calmly said the plane is still docked. She said to bad for you because you aren't. I asked for her name never got. I even had a person asked me what my disability is, I think that's against the law.So again 5 more hours the 5 of us sat on the floor. Around 12:30pm that night we were leaving the airport

    annie 8/23/10 10:29AM

  • I just had the worst customer service experience at the Birmingham, AL US Airways counter from an African-American woman about medium build with a pony tail. I remember this same woman giving me horrible service recently when flying through us airways and she put such a horrible taste in my mouth. Given, we missed the check in for the flight headed for Syracuse, NY for 7 pm departing time but the way she chided me as though she was talking to her child was unbelievable. She even had the nerves to walk away leaving me helpless at the counter. I had to ask what my option was and then she somehow was able to check me in minutes later. She asked for my picture I'd which my husband had and I was so put off by her attitude I told her I'll let my husband come and handle the rest of the check in. To make matters worse, she told me husband when he was trying to check us in that I had an attitude. On what planet do people give such service? I have vowed to never fly through US airways ever again because of this woman. Money is tight these days and if someone can't give the bare minimum service expecations, I'll gladly take my business elsewhere where I'm appreciated and not talked down to. I am still sooooo shocked at this horrible service. So telling my husband was to cause some friction in my marriage? Like who does that????

    Anonymous 8/16/10 6:04PM

  • My handicapped husband and I returned on 8/8 from Seattle to PHL on #87 - were met rather reluctantly by a US rep who wheeled him to the top of the jetway and told us that was as far as she was going, and we should wait for the cart. I pushed the chair throughout the rest of our trip to the car. In Seattle, we had been met, escorted through baggage claim and out to our taxi - the PHL agent was rude and incompetent, especially when we were treated so nicely in Seattle. Not sure what you can do about it, but wanted you to know.

    Patricia M. Fox 8/13/10 9:16AM

  • I will never fly this airline again. I was stranded in Paris (CDG airport) for four hours becaue the airline's computers were down. I had to beg someone to schedule me on a later connecting flight, but we waited in line for 4 hours and I missed the re-scheduled flight. When my children and I arrived in Charlotte, we were told there were no more flights to Seattle. We were booked on a flight to L.A. and then another to Seattle. We were given 17 minutes to get to the gate. When we borded the plane it was chaos because the seat assignments had been made to several people at a time. It took 40 minutes to work out the seating mess and by then I realized I'd miss my connecting flight. I asked the airline to hold the connecting flight for ten minutes, but it refused and my children and I ended up stranded in L.A. at 11:00 at night. We were given hotel vouchers but the hotel originally refused to honor them because the rep. had entered the wrong date. The U.S. rep I spoke with told me tough luck. My kids slept in the lobby while the hotel and I phoned the airline and tried to get someone to authorize the vouchers. It took 40 minutes. We were given 3 $10 meal tickets but there was nothing on the menu for $10. My son and I ordered the two cheapest items and without drinks it exhausted the $30 budget for the 3 of us. My daughter didn't even get to order but shared our food. It was after 1:00 a.m. when we finally got to the room. The following morning we were scheduled to fly home on a United Flight but were not allowed to bored because of miscommunication received from a customer service rep. The manager told me I shouldn't expect more, since the rep was just a customer service person at a call center in India. We had to wait another 6 hours before we were able to get home on Alaskan airlines, 24 hours behind schedule.

    Anonymous 8/11/10 10:29PM

  • NEVERY FLY WITH US AIRWAYS.


    My email to US Airways customer service:


    Flight # 818 CUN to PHL was cancelled after we waited on the plane for over three hours. They offered snacks at one point, but the snacks never came. Imelda Alcantara booked me the "earliest" flight out which was the next day at 3 p.m. a "rescue" flight # 9010. This number was hand-written on my itinerary. I called my friends and family who looked online and found no record of flight 9010, because it was actually flight 818, the same plane that had mechanical problems. I realized this when I arrived at the airport the next day and it was delayed yet again. This was wrong to book a passenger on a flight that didn't exist just to trick them in believing that it wasn't the same plane still being worked on. That is not right to mislead a customer, is it even legal? I insisted on switching my flight, which was never presented as an option. The whole experience was a nightmare. Instead of taking 5 hours to get home, it took me two days which is completely unacceptable. They wouldn't go out of their way to find 1 ticket to get me home earlier. They put us in a hotel room so we wouldn't have to sleep on the cold, international airport floor, but offered no upgrades or anything that compensated for our stressful situation. Carlos A. (badge #PO4663) was not just rude, failing to answering my questions, he was aggressive and shoved his badge in my face when I asked for his employee number. He also had his personal blackberry out and was constantly checking it. I asked him if it was his personal phone and he finally put it away. I have never been treated with such disrespect and animosity. Being a single, young female traveling on her own, his treatment felt like it was borderline aggressive. I had to speak with his superior just to talk with someone who wasn't yelling at me. His threatening behavior made me feel nervous and unsafe. I have never gone out of my way to bring negative attention to a worker like this, but how he treated me was wrong. Anger Management should be something to look into for certain employes, I wish I wasn't exaggerating. Keeping him under your employ in the long run will only continue to deteriorate your image as a leading company in aviation travel and customer service. Through his behavior and the whole mess of a situation, US Airways made it clear that they do not care about their customers and choose not to show even a semblance of customer service. I would like your company to refund the money I paid for this ticket. I missed work on Sunday, and had to make many international calls on my cell phone to make new arrangements. I feel it is only in the best interest in your company to compensate the ticket price for me AS A MINIMUM, for the money I have to spend on my phone bills, extra day in parking ect. I am a young, business professional also a graduate student, US Airways has been the worst traveling experience of my life. I will continue to travel, especially as I advance in my career. It is now up to your company whether or not that will be with US Airways. Thank you very much for your time, I'm sure as a thriving company in this ever changing economy you will do what is needed to ensure my business.

    AZerwig 8/10/10 9:34AM

  • Customer service in Philly didn't get any better by 8:30pm. My husband was connecting in Philly tonight and due to the airport terminal shuttle running 12 minutes late between the commuter and main terminals, he arrived at the gate 14 minutes before flight time. The gate attendant told him "There's no way you're getting on this flight." He then began to call stand-by customers. Other ticketed passengers arrived after my husband. One woman attempted to give the agent her boarding pass. The same agent ripped up her pass, threw it in her face and cursed at her. He cursed at my husband as well. He also lunged at him, and had to be restrained by his co-workers. About a dozen passengers missed this flight. The gate attendant told the supervisor that he felt threatened by my husband. Even though the other people corroborated my husband's story, he was told that he could no longer fly on USAirways. Not a problem, except he is stuck at the airport with no hotel voucher, no meal voucher, and nothing open to get anything. One US Airways supervisor did finally agree to book him on a Delta flight at 9 a.m.
    My husband is a retired, disabled State Police Captain, and World Trade Center survivor. He told the gate attendant that he just wanted to get home, and the attendant said, "this is my home, too bad, f&*%$r."
    We will be writing to several consumer and enforcement agencies until some action is taken.

    Anonymous 8/9/10 10:38PM

  • A simple Newark/Philly/Chicago flight became a nightmare, thanks to the rude, nasty gate agents at Philly. They closed the gate 25 minutes prior to the flight & gave away seats to stand-by fliers right in front of customers holding boarding passes. We were dumbfounded. The customer service rep told us that she was intimidated by the gate agents because they would "get in her face". Amazing. We were informed that we were not entitled to compensation because we "missed" our flight! US Airways needs to seriously overhaul the behavior of their airport staff. This was my first and most definitely my LAST flight experience with US Air.

    Anonymous 8/9/10 11:08AM

  • theyre customer service representatives are extremely unprofessional and treat you rudely. I simply called to obtain my flight information but did not have my conrimation number. I offered to provid emy personal demographic information and was told they cold not locate my information with it. How can this organization have a system set up that cannot locate their passengers with their names, home address and phone numbers??? does not make sense and she gave me an attitude and acted as if I were speaking an uncomprehendable language and was very sarcastic, which as a customer who chose to use this organization for my travel does not appreciate and due to thsi treatment and negative experience, will not fly with this organization ever again.

    Marie04 8/9/10 10:15AM

  • US Airways was terrible in their communication with me regarding my wedding dress. I e-mailed them to ask if I could hang my wedding dress in the in-cabin closet, and they told me no, under no circumstances can they accommodate my request. They told me I needed to fold it up inside a suitcase. Then, upon boarding the plane, two other brides had their gowns hung up in the closet, when mine was packed in a suitcase and I had to pay to get it steamed upon arrival at the resort. When I emailed them about this when I returned from my destination wedding, they refused to acknowledge my complaint. I will never fly them again.

    Anonymous 8/6/10 8:08AM

  • Customer service was very little help with our request. I was transferred 3 times and finaly talked with a supervisor. She was very condesending and kept repeating what she could not do. I was requesting a change in expiration date of my $99.00 certificate. Myself and our friend applied at the same time on a flight back from Aruba. We recieved different expiration dates. Made no sense to us, since we vacacation together every year. We will use our bonus miles and cancel our credit card with US Air. There are many bank credit cards that would appreciate a good customer who pays their bill.

    dustydog 8/3/10 4:54PM

  • BELOW IS A COPY OF COMPLAINT I PUT IN TO USAIR

    USAIR IS A NIGHTMARE!!!!!!!!!!!!!!!
    I booked a ticket for my husband back in May for a trip to Philadephia July 22nd returning July 27th I was so happy to be able to book 8wks ahead of time. Once on our trip. He decided to stay longer, so we called USAIR and had to PAY! a wopping $230.00 to change the date. My husbands return flight was changed to August 1 at 6:45am. THE PLANE DIDN"T EVEN LEAVE PHILADELPHIA for 2 hours. HE SAT ON THE PLANE FOR 2 HOURS! As a result he missed his connecting flight in Charlotte. When he got to Charlotte he had to be on Standby for a 2:30pm flight. He did not get on and would have to wait to standby for a 10:30pm flight that the agent already knew was overbooked. I was travelling via car and called on my husbands behalf for some sort of compensation for this situation. I was going to make it home before my husband driving. He was going to have to pay for additional airport parking and miss a day of work! I talked to a representative and explained the situation. I had always flew USAIR and had always found USAIR a company that takes care of its customers. I asked for some sort of complimentary ticket, partial refund or something similar for the trouble and specifically asked if my husband would still be taken care of and gotten home. She said yes. I thought WOW what a great company to issue a partial refund for the inconvenience and get my husband home. Meanwhile my husband is in the airport and they were going to put him in a hotel, give him a meal, and get him home the next morning. He was no longer eligible due to the complimentary refund. I was in Mymphis, TN travelling by car home and was in a panic. I couldn't believe it. I was on the phone with the supervisor of the person that made the mistake with the refund and she said the only thing she could do was get my husband into an airport 5 hours away from my home! and at a cost of $276.00! She said she waived the 7 day advance notice. I gave more than an 8wk advance notice! when I bough the original ticket on Expedia. We changed his departure date with a 7 day notice! So, I had to travel via car to Fayetteville, AR through the mountains very late at night. His plane arrived at 12 midnight and we had to get a hotel because our home was 5 hours away! I originally paid $393.80 then $230.00 for a date change. Then $276.00 for a customer service representative's miscommunication error that was put off as my error. I was not treated like a valued customer and USAIR did not take responsiblity for their error. If the call was recorded please listen to my specific question about "Will you still get my husband home? Right?" The rep said yes and issued a partial refund. THere is no way I would ever cancel my husband's flight while he is waiting at an airport in an unfamilar city. To compile this HORRIBLE EXPERIENCE I am certain that if I even get a refund it will not be for the $200.00 original fee for the second leg of the ticket and the $230.00 fee for changing the date. Ultimately I paid $623.80 for a ticket that was not completely honored. And had to give and additional $276.00 to get my husband home! Your representative made a mistake. I am the customer. Your supervising representative said USAIR can do nothing for a communication error like that and that a refund is a cancel in obligation USAIR has to a passenger. THIS WAS A NIGHTMARE! I will never fly USAIR AGAIN and am thinking on filing a small claims suit for compensation. My husbands USAIR trip ultimately cost us $623.80 plus $75.00 for a CHEAP motel cause that is all we could afford after USAIR stripped our money. PLUS gas for 10 hours! Plus Food! I refuse to believe that USAIR does nothing to make amends for an employee error. WHY WOULD I EVER CANCEL MY HUSBANDS FLIGHT WHILE HE IS AT THE AIRPORT WAITING FOR A FLIGHT? WHEN SHE DID THE REFUND I SPECIFICALLY ASKED IF USAIR WOULD STILL GET MY HUSBAND HOME. I BELIEVED THE REFUND TO BE A COURTESY NOT A RELEASE OF USAIR OBLIGATION> This is a last ditch attempt to get some sort of appropriate customer service.

    mmhlawson1 8/2/10 5:48PM

  • US AIRWAYS ARE THE WORSE AIRLINE TO GO THROUGH. WE ARE STRANDED IN TAMPA, FL WITH NO EXPLANATION ON WHY A FLIGHT OR SEVERAL FLIGHTS WERE CANCELLED. DUE TO THAT, THEY ARE ONLY WILLING TO REFUND THE PORTION OF THE TICKETS THAT WERE NOT USED. NOW WE HAVE TO STAY AN ADDITIONAL NIGHT, PAY FOR ADDITIONAL BABYSITTING AND HAVE TO MISS WORK, INCURRING VACATION TIME TO BE USED, AND THIS IS BY FAR NO VACATION AT THIS POINT. I AM CONTACTING THE BETTER BUSINESS BUREAU, PERIOD!

    Anonymous 8/1/10 11:02AM

  • Garbage. Would not refund ticket even though we had a DEATH in the family which caused me to stay home and not be able to take my flight. $660 lost due to their inability to empathize a family tragedy. Bad BAD customer service.

    Rick 7/26/10 5:47AM

  • This is the worst company ever to fly with. The agents were rude an disrespectful. I am a diabetic and left my medicine bag back at the original gate because we were rushing to get or the new gate we didn't know about, and was told that either I want my bag or want to board the flight. They got into a shouting match with my family and told us we had to wait until the next flight which was 9 hours later. I didn't make it home in time to take my other dose and became very ill. So no; I will never fly with them again and hope others take heed.

    Gamble 7/25/10 9:35AM

  • I recently took a trip to San Antonio, ith your airline and was delay from reaching my destination time. We were told that a tray was broken and had to be fix. It seems it took them a hour to fix it and we sat in the plane.When we did take off it was too late to take our connection flight because we were late a few minutes and the plane took off without us. Next flight was in three hours and I had to wait another 3 hours to reach San Antonio. Which was a inconvenience for me and the people that were picking me up because instead of getting there at 7 0'clock I got there at 11 0'clock. When the time came for me to go home to Long Beach ,Ca we were told at the last minute that our plane was delayed 3 hours and the supervisior would be there to explain to us the situation, he or she never showed up and then we were redirected to ticket counter where they gave us an option of staying in San Antonio,Tx and they would put us in a hotel and we could leave the next day. I was so upset that I left my glasses at the Comfort Inn Airport Hotel and I had to be at the airport at 4:30 am.I was also told I would get free dinner and breakfast and given a voucher but they didn't give me anything so I had to go hungry that night and the next morning. I was also told that I was to get a voucher for the cab to take me back to the airport but I didn't get one.I am 65 yrs old and I cannot take this kind of experience I thought I was going to have a heart attack because I was alone and afriad and I wanted to take it out on the employees but I couldn't because it was not their fault. I don't know about you but I felt helpless and trapped and I couldn't do anything about it because your airline had us at a disadvantage. Needless to say I had to buy new glasses because I need them, your employess there gave us promises they did not keep and I want you to know that has been my worst expereince ever I will never travel your airline again, not that you care, but I will tell everyone I know about your airline and suggest they take another

    Anonymous 7/24/10 2:00PM

  • I can't believe how horrible this company is. WORST EXPERIENCE EVER! NEVER FLY WITH THEM.

    jimdamico 7/20/10 6:10PM

  • HORRIBLE EXPERIENCE WITH US AIRWAYS,

    A.N. 7/19/10 10:23AM

  • USAir is egregiously cruel with its flight change fee of $150. My wife is currently visiting with family. She is traveling for the first time with our daughter, who is 3 months old, and who has had epilepsy since day 5 of life. Obviously traveling is complicated with such a newborn. My wife is schedule to fly back Monday; unfortunately she came down with the flu today and called to see if USAir will let us postpone our flight. They would not. They literally said she or our daughter would have to be hospitalized for them to waive the $150 fee. WHAT?!?!?

    It is impossible for my wife to care for our epileptic child in an airport and plane- she is laid up in bed. Moreover, if my daughter is infected, her seizure activity will most certainly significantly increase. Finally, USAir would rather put other passengers at risk of being sick over letting my wife change her flight. This is EGREGIOUS. Terrible customer service.

    menlopian 7/17/10 12:56PM

  • I would like to make you aware that the manager and supervisor in gdl station have been doing a lot of things againts the employees of that station, we tried to explain this to Mr Raul who is the person above them from Mesa air but he never stop this , Alejandro Mariscal who is the supervisor only is working 3 hs per day and he is off saturdays and sundays and he got is paid as 8hs employee,and Enrique Sepulveda who is the manager allows this to him, due he is gay and now they have some paper that compromise them and change the days off of the employees as they want , they even make us to work more than 7 days or 10 days without a day off, and they dont want to take the seniority to choose days off or vacations, when they have an auditor or a person coming then they made us to work our 8hs but normally we only worked 4hs per day this been hapening for more than 5 yrs. Now they have Miguel Barajas working in the afternoon shift but he does the supervisor assignments and he doesnt received any extra salary, please how long are you going to allow these people to do whatever they want just because most of they are gays, what can we do to be listened, does us airways as company wants to keep this kind of personnel, pls do something and dont aware them about that you re searching, they know how to hide the information of what they re doing wrong, please help us.

    Anonymous 7/16/10 2:22PM

  • I too will never fly with this airline. I just made a reservation for two tickets on United-they treated me fairly. Us Airways, would not even consider waiving the 150.00 penalty for changing flight dates. I was moving 3,000 mi. away and my movers showed up in a truck with graffeti all over it, wearing flip flops, filthy dirty, hosing themselves off with my hose, and barely spoke english-I fired them. I had to change all dates for everything. United waived the cancellation fee, but Us Airways was nasty and ridged. When I went to make a new reservation they stated I did not call ahead of time to cancell flight and was charged full amount-discussing it with superviser now. I will be flying a lot and so will my family and friends, since we are so far away away from each other, but no one will fly with this airline ever!!! Customer service should be number one and we as citizens need to insist on that from all businesses.

    Anonymous 7/16/10 11:47AM

  • I will NEVER fly US Airways again! I am a single mother and was traveling alone with my 1 year old son. They left me stranded in NYC at midnight alone with no way of getting home.

    Here is the story:
    I was flying out of Chicago and got to the airport with plenty of time to catch my 4PM flight, with a layover in Philly going home to Islip, NY. My flight out of Chicago was delayed until 5:15PM. So we waited around and caught the 5:15 flight to Philly, but the flight didn't leave until closer to 5:30. The flight from Chicago to Philly is two hours, and you loose an hour due to crossing from central to eastern time. We get into Philly, terminal B at 8:30PM. My connecting flight was in terminal F leaving at 8:55PM. So we catch the shuttle bus and get to the gate right at 8:55PM, pretty much on the dot. I went as fast as I could, dragging my screaming, exausted son along with me. I showed the lady at the ticket counter my boarding pass, she goes to try to get me on, but the plane was full. WTF!? I had a seat purchased, reserved, how can they not have room? The next flight to Islip was the following night at 9PM and because the delay was due to weather they were not willing to pay for a hotel room, car rental, nothing. There was a 10:50PM flight leaving that evening go LGA. And how was I supposed to get from LGA to Islip where my car was parked? She just told me that US Air is not responsible for delays and flights missed due to weather, yadda yadda yadda.

    I decided to take the flight getting into LGA at midnight and rent a car from there to Islip, which was going to cost $125, and US air was not willing to help with this cost at all. So basically, they were willing to get me to LGA at midngight, and then from there nothing. They left me stranded in NYC at midnight with no way of getting home. I paid $500 for my ticket, to get treated like dirt.

    What turned out to happen is I found a small group of people (all senior citizens) who were in the exact same boat I was, needed to get back to Islip but had no way to get there from LGA. So instead of renting a car, we all pitched in and got a taxi. The total cost of the taxi was $100 and I feel that US airways should be responsible for that cost, but of course, they weren't willing to pay for squat. My son and I didn't finnally get back to my car until 2AM.

    A company that is willing to leave single mothers with young children and senior citizens stranded in the middle of the night in NYC with no way of getting home is an evil, vile, and ruthless company that should be boycotted. I will never ever fly US airways again!!!

    MadAtUSAir 7/15/10 6:55AM

  • just went on trip to DC, they double tapped my credit card (meaning hit it twice for the same fee) and now they refuse to refund....companies to big, lost touch with customers.

    loneranger 7/13/10 7:38PM

  • i have flown america west, now us airways, since 1985. they have had their problems over time.

    now i'm in a dilemma with them which you should be aware. they CHARGED ME FOR FEES NOT APPLICABLE and cant seem to figure out a way to remove them & credit my charge card.

    i booked travel 2 1/2 months out paying full price for one ticket and using a $99 companion voucher for another. in order to do this one must go through a phone agent. there is no service fee for this yet i was charged $25 extra for each ticket. this extra charge was not reflected in the total price printed on my e confirmation. the extra $25 charge per ticket was discovered upon reviewing my credit card bill.

    right after this was noted i called us airways & spoke with jessica, a service rep, who said an error was made, the $50 will be credited and it will take up to 10 business days to process. STRIKE ONE.

    11 business days have passed & nothing was done. a call back to us airways on 7/7 and a converstion with Jane, a supervisior, only reconfirmed the $50 error was made initially. she also said the refund was not processed but will now be done!!!!! it will take up to 10 business days for this to be processed. STRIKE TWO. but wait, she said it could take 1 to 2 billing cycles, meaning up to 2 months, before the credit shows on my credit card statement.

    i asked to speak to her supervisior; todd in north carolina got on the phone.

    it is beyond my comprehension how quickly us airways can bill my credit card account for airfare (immediatly) yet claim it will take up to two months for a refund to be issued.

    come on guys. you must have the most inept refund practices. from my point of view you're stonewalling a customer who carries one of your gold cards. customer service is everything in your industry and when we fly, if there is a choice, will mine in the future be on us aiways?

    bottom line, the $50 charge is going to be denied when my credit card statement is due in a week. i have zero intention paying it and being out of pocket $50 for two months. i'll let us airways and the credit card company fight it out.

    steve 7/7/10 6:10PM

  • I am very disapointed with U.S. Air. Do not travel with this airline. 5 minutes late-25 minutes before the flight took off-connotates no flight. Agents were very rude. Save yourself aggravation.

    Anonymous 7/3/10 1:58PM

  • No wonder why there flights are cheaper most of the time. This is the second time I've dealt with them and they are horrible. First time my son flew alone, had money stolen from him, had items from his bag stolen, and was treated horribly by the flight attendants. They gave him no food for the ENTIRE trip after they stole money from him. Second time my friend misses a flight that I had booked for her and they tell me I have a 230 dollar credit and that I can call at anytime to use it. When I call back a week later to use it the guy tells me no sorry it has no value, so I then ask to speak to a supervisor. Supervisor says sure no problem you can use that credit but it'll be 227 dollars ON TOP of the 230 credit which it would be cheaper just to schedule a new flight. I WILL NEVER ever you this airline again. Continental, Delta, Jetblue are the best companies to go with. Friendly staff,really go out of the way for their customer. US airways should go out of business

    bestcustomer 6/28/10 4:24PM

  • Worst airline I have ever dealt with. My son died recently and we had tickets to visit relatives shortly after his death. I tried to transfer his ticket so his cousin could travel with me and they wouldn't let me. I then asked for a refund and they kept losing my son's death certificate. They still wouldn't let me cancel my ticket which meant I had to travel alone. They made a deeply painful situation even worse. They can count on me telling every friend I know, including those on Facebook and Twitter to NEVER USE THIS company!!

    TravelNgtmare 6/18/10 1:38PM

  • not only does this airline rip you off if you have to change your reservation but the people that you have to talk to barely speak english, and when you become frustrated they hangup on you so you have to start the process all over...never again with this airline!!!

    Anonymous 6/14/10 11:15AM

  • This is an absolutely hideous airline. DO NOT UNDER ANY CIRCUMSTANCES fly with this airline. You will be completely disillusioned and probably will discontinue air travel altogether.

    On our flight from Tampa to Seattle, we opted for an upgrade to First Class. Ha! Here we were serviced by an aging hippie whose dour face studied us, did not approve of us, and treated us like children.

    For this we paid $150 more per seat???

    She allowed coach class passengers to use the First Class restroom in the front of the plane, so the traffic back and forth was annoying and disturbing. Furthermore, she invited passengers getting on the plane to simply plop down... "Here, you can sit here", she told them. How nice. And we paid extra for our seats.

    NEVER AGAIN. Do whatever you have to do to fly with a REPUTABLE Airline, such as Delta or United, or Southwest or any of them but not this utter POS of a company.

    -

    joanermc 6/14/10 3:01AM

  • Trip with my husband from Kona, HI to Phx. Received text message flight was cancelled - was taken to ok hotel in Kona & flight was reschedule for next evening. At that point had no transportation & hotel was not walking distance to anything. Given $5/lunch & $10/dinner vouchers for hotel restaurant - nothing on menu for those prices. Left next evening & was told at 2am we had returned to Honolulu because of passenger med emergency. (Later learned from pilot that the airplane was not equipped with the proper amount of oxygen to handle med emergency - thus reason we had to turn back. Passenger was ok & had not gone to hospital) Taken to DISGUSTING hotel & again given same vouchers. We called a taxi & begged Hilton to give us a room for the day so we could sleep & eat. (Thank you Hilton - we are honors members!!)Later learned the DISGUSTING hotel did not serve breakfast or lunch! Arrived 3rd day at Honolulu airport at 5pm as told by airline - only to learn no one was available to scan our baggage - US Air was misinformed??? When finally was able to check in their personnel did not know what to do with our tickets from Kona - more delays. Is this a "Professional" airline?? Flight was over 1 hr late departing because they were waiting for more oxygen for the plane - REALLY - this was announced over the PA!!! Flight was overbooked because they had cancelled other flights along with drama of ours. People who pd for 1st class seats were told they could wait or fly coach - no concessions offered. Finally took off and were given a summary of the chaos over the last 3 days by our pilots and crew who were also waiting to get to the mainland. AND were told airplane had not been stocked with food - only beverages. UNBELIEVABLE since passengers BUY food on US Air!!! Will never fly this airline again. Should have checked their raiting before BOOKING our flight. We have the utmost respect for flight crew as they were professional and did their best to deal with all the upset passengers.

    Spidersuz 6/9/10 10:42AM

  • I flew to Ft lauderdale fl last week and it was the worst experience I have ever had on or with and airline. I have never been reduced to tears as many times as I was that day. The employees are Rude, Distrepectful, and do not belong in public. I will not fly with them again no matter if they gave me a ticket. This was not only Seattle but Phoneix also.

    Anonymous 6/7/10 5:34AM

  • I flew with US Airways on Saturday the 22nd, and before the plane took off a young girl threw up all over me. The flight attendant promptly took care of the child, assisting her in anyway. When it came time to my needs and requests she told me to sit down and stop making a scene, as the plane needed to prepare for take off and I was holding up the process.

    If this isn't ridiculous enough; they lost every single one of my bags (3) and they did absolutely nothing about it. I spent my vacation with one pair of ruined clothes. It get's worse, on my way home US Air, seemed to be on point again, when they lost my flight information, including my payment and my confirmation number. Thankfully I saved the information and I had readily presented it to the people at the Kiosk in the air port. All they could say is, "We apologize, the total will be $299.87, will you be paying cash or card?" Not only had I already paid for my ticket, but they increased it by $80.00. They wouldn't honor or even look at my previous information. They were rude, distasteful, and incredibly unprofessional people. This Air line is an absolute joke.

    mhildreth 5/31/10 11:10AM

  • Baggage was lost by US Airways. The local baggage claim gave me a 1-800 number to call for follow up on the lost baggage. The call center operators were polite at first but when primises were not followed thru on (such as baggage being at my house in 4 hours)... I continued to call. They said the courier was on his way and would be at my house with MY baggage that was misplaced within 1 hour. I told them that I had been waiting for this luggage all morning (have errands to run, etc. after being away for a week before returning to work) and I now needed the number to my local baggage claim center. The lady I was speaking too (who did tell me that they are located in the Phillipines) told me that she did not have that number and I would have to call the 1-800 number for status updates. I then asked how did she call my local baggage office for status of the back and she kept repeating and raising her voice that she does not have the number for my local baggage office. A blatant lie....considering she and the 3 other reps I had talked to at the US Airways Baggage Offices had called my local baggage claim office. It is very evident from the 3 represantives that I spoke with at the US Bsg Claim office that they are trained to know only certain key phrases b/c for every compliant I made, I received the exact same response "we apologize".

    Anonymous 5/30/10 9:34AM

  • I have called Customer Service for the last 3 days to get a copy of a receipt I did not receive from the website. Its funny this is "Us Air" but dont count on speaking to an Amercian when you call. according to them it takes 24 to 96 hours for you to receive any email from them. Just received my email receipt from the first phone 2 call 2 days ago and it was incorrect. Now I have to wait another 1-2 days to hopefully receive the correct receipt.... WTF this really should not be so diffuclt.

    ANONYMUS 5/27/10 8:14AM

  • Hate them.Have flown Pittsburgh-Phili then onto London with British Airways three times.Guess what they have lost my bags three times. Twice leaving them in Phili.The last trip on May 11th they decided to keep them in Pittsburgh for THREE DAYS and also decided to charge us twice for excess luggage. The icing on the cake was the damage received by two of the bags.Way to go US Airways...Was,nt their old Name Agnony Airlines (Allegheny)

    borntorun 5/27/10 5:35AM

  • I fell ill while at the airport before boarding I tried to explain that but they could not or would not change my flight without paying an extra 200 plus dollars.It is amazing they have any business . That will be the last time I ever fly with them.....

    Anonymous 5/23/10 5:20PM

  • Flight cancellation from Washington to Buffalo due to crew not arriving on their designated plane.

    Enter US Airways' customer service lady of the year...

    http://www.youtube.com/watch?v=RMA6NwMlZOQ

    Thanks to her outstanding service, we ended up driving through a district and three states to reach Buffalo.

    tachnyrus 5/17/10 1:37PM

  • Call center in the Philippines. Nice people with very little knowledge of real issues.

    Another reason to use Southwest.

    BVet33 5/17/10 11:49AM

  • I can't begin to stress how horrible US Airways is!!! Lets start here: 1. US Air special services outright lied to me about available seating on a flight(seemed like the agent was racially motivated in her lying.) 2. Lost my baggage, (I expected this, because if a flight is full as most are they will take off baggage regularly to get the planes weight down. 3. Was told the night before coming to the airport that my seat was confirmed and that everything was "ok" it was not. 3. US Airways constantly overbooks flights. 4. No customer relations live help, only email. 5. Gate agents sent me all over the airport (must have walked miles) at Charlotte on wild goose chases. (I guess the gate agents get a kick out of it, as a result of the many unpleasant travellers they deal with). If you want problems fly US Airways. I suggest avoiding them like the plague.

    d_monie1 5/17/10 10:07AM

  • Leaving from Charlotte,NC to New York flight was cancelled after five hour delay and three hours on plane causing us to miss connection for Italy vacation. We did make it to NY thinking we could make another connection, tried for three days by that time we only had three days left of vacation Decided to return home due to additional money having to spend in NY. Had to purchase more tickets on us airways($796.)only airline to get back home. We lost $2700. not counting hotel and rental car. Contacted us airway NO HELP DON'T FLY WITH THEM!!!Delta will rebook our flight to Italy,but all other cost lost due to US AIRWAYS NOT GETTING US TO OUR CONNECTING FLIGHT IN A TIMELY MANNER. We had left home four hours ahead of time to make sure we had plenty of time not to miss any flights. The agent(shannon) was rude said they would give us a $10. dinner voucher that had to be used within 24 hours.

    Anonymous 5/16/10 5:20AM

  • WOW..I wish I read all these complaints before I booked. My trip too was a disaster. I had my flight to Cleveland on another airline and came home from Ohio (Ohio - Charlotte - Florida) I WISH I WOULD'VE STAYED WITH THE OTHER AIRLINE. After I booked my reservation with US Air, I broke my leg. My first airline accommodated me and went out of their way to make me comfortable. When I flew home from Cleveland to Charlotte, I was in the 19th row, they stated they could not do anything and weren't willing to do anything. When I got to Charlotte, I had no wheelshair waiting (as was supposed to) and got to my gate and asked if there was anyway possible to announce I needed possibly a bulkhead seat due to my broken leg, the man told me it was impossible, totally ignoring me. I was seated in the 29th row. WTF. US Air, many people have already said what I would like to say. I know it makes no difference to you, but when you are out of business, don't wonder why....just look back at all the negative comments.

    Marge - Margate, FL 5/5/10 9:01AM

  • I flew 4/24 from Palm Springs Ca, to Hartford. It was a disaster at 6:30AM when computers failed on first flight causing me to miss connector in Phoenix. Nice gate agent reticketed us on tarmac and I thought I was all set. Upon arriving at Charlotte for the 7:56PM flight home to Hartford I discovered I was standby with no confirmed seat on a 10passenger overbooked already plane. That didn't inclued me because I had no confirmed reservation. The fact that I had pd $625 for a ticket and they had mechanical problems causing me to miss my flight was my problem. Discussion was maybe they could get me home by Tues! Other passengers were being offered $450 to fly to Newaark and bus to Hartford but not me since I didn't have a confirmed seat. Finally a gate agent gave me a break and since 14 Aruba passengers weren't going to make the 10 oclock flight he gave me a confirmed seat on that. He was the only nice person I encountered. The gate, the flight attendants and all need a little customer service training. 17 hours to fly cross country for $625 seems a little excessive. I won't be booking with this airline again in a rush!!

    Anonymous 5/1/10 7:29AM

  • Usairways,
    April 25, 2010

    This past Sunday we had first class seat from Tampa to Providence. The flight was delayed 60 minutes, making our connection tight. We landed in Charlotte 16 minutes prior to departure, ran, took the electric cart to get to the gate earlier, by the time we arrived at the gate, plane still there, we were told that we missed the flight and they have given our seats away. We are prefered members, but it does not mean much. We went to the customer relations, what a joke (special services) the lady told us that it was our fault, we missed the plane and the seat were given up. There were no more flights until Tuesday. The flight was supper over booked and they were extremely happy to take our seats. They saved 1,500 in compensation for overbooking.
    My husband was so upset and told the special service person off, she was so mad that wrote all kind of things in our record making it impossile to get any where with a flight arrangement. WHAT A jOKE OF AN AIRLINE. USELESS AIRWAYS.

    LATINA 4/28/10 5:22PM

  • We can't complain about customer services at U.S. Airways. There isn't any.

    U.S. Airways left my family stranded in Philly last Sunday saying the next flight available was 10 days later. We had a laugh and proceded to Hertz where we rented a car and drove 7 hours home. Thanks Hertz...

    Go to hell U.S. Airways. Enjoy your bankrupcy and forthcoming layoffs. You deserve it.

    Anonymous 4/28/10 9:58AM

  • HORRIBLE, HORRIBLE, HORRIBLE service!

    Anonymous 4/26/10 2:12PM

  • Customer service and resolution of our issue was horrid! We can't fly due to illness. We have US Airways 1st class tickets that can't be refunded or rescheduled w/o paying $175 per person. We paid a lot of money for these tickets and have a valid reason for needing to reschedule and can get a statement from the doctor if needed. Not only was the resolution unacceptable, but the agent had the audacity to ask for personal info about the surgery. Really? Which medical condition would get me good customer service and resolve the issue properly?

    ill_traveler 4/26/10 8:44AM

  • Don't fly this airline ever. I've said that before but did it again for the last time. Their customer service is terrible. My daughter, and unaccompanied minor, flew today from Nashville to Newark with a connecting flight in Charlotte. She took one small carry on bag which they refused to allow her to carry on because they said the plane was full and there was no room. However, when she boarded the plane, there was room.

    Anonymous 4/22/10 8:15AM

  • I was travelling on US air on April 12, 2010 on flight number ‘1511’ from charlotte, NC to phoenix AZ. The flight attendants on this flight were very discriminating in providing services. While providing beverage services they brought the beverage trolley all the way to my seat and left saying that they will be right back. Both of them came back holding the beverages in hand and started serving from the row behind me and continued further back. At first I thought it may be a genuine mistake but this behavior was repeated on the second round. This was a long flight so there was a second round of services . On the second round, both the flight attendants behaved in the same way again. They were male attendants.
    On my return flight number ‘569’ from PHOENIX to Orlando on April 17, another pair of attendants behaved in exactly the same way. This time I noted down the names of these female attendants as “Laura” and “Kim”. I am sure it has happened to a large members of a particular ethnic group as I have heard them talking about this type of behavior. The members of this community may not have come forward to complain about it, but their future flight endeavors will definitely take this behavior in to account while selecting their airlines for flying. US AIRWAYS has already survived a bankruptcy. These employees should realize that such behaviors can only escalate their way to becoming unemployed.
    If any customer service agent or management personnel check these complaints, I hope the flight attendants mentioned as above are held accountable for their behavior.

    Anonymous 4/18/10 3:21PM

  • Only now that my blood pressure has gone back to normal can I comment on US Air . . . the comments on this page do not accurately reflect their ineptness, rudeness, and lack of concern for customers.

    I have flown them for the last time.

    Kondratowitch 4/16/10 3:40PM

  • Jean Hinton-4/12/10 While visiting the District of Columbia, my 13 year-old grandson, James, who is afflicted with cerebral palsy and in a wheelchair, came down with a respiratory problem and couldn't breathe. Traveling in addition to James was his Mom and me. We went to two emergency rooms in less than 24 hours, and we were advised by the physician at Georgetown University medical center, that we should travel home in order to get the medical attention James needed and he would also be close to home. We were not scheduled to return home for two days; however, we thought it was in James' best interest that we make arrangements to go home. I called U.S. Airways and was advised that we could fly standby on a 3:00 p.m. flight for an additional charge of $50 per person. After leaving the emergency room, we left for our hotel, packed and headed to the airport. When we arrived at the U.S. Airways ticket counter, we were told that we could not fly standby because it was a different day than our scheduled day and that it would be an additional $150 per person to fly home even after showing him the note from the doctor. When I asked why, he said that's our policy. I then asked to speak to a supervisor. The supervisor was absolutely no help whatsoever either. He said that's our policy and that's that. They wanted an additional $450 to let us on their flight and they were not going to give us any credit for the tickets we had already purchased. I advised them that I would never fly U.S. Airways again. I then walked approximately 1 mile to the Air Tran terminal and asked if they had any flights to Orlando, how much the cost would be and also told them how important it was for us to get home. The Air Tran ticket agent sold me three tickets for $87 a piece and we were on our way, except he said he could have gotten us on a direct flight if we had been a little earlier because it was taking off as we spoke. I should have gone directly to Air Tran and not even bothered with U.S. Airways. I called my travel agency who I used and advised them of what happened and she told me that I have a $99 credit for each ticket; however, if we were to use these tickets we would still have to pay $150 each, which is more than the actual credit, thereby making a supposed credit worthless. U.S. Airways is ruthless and heartless and I will make certain that I will never fly U.S. Airways. I will also advise my family, friends, and colleagues of the way U.S. Airways treated us, but especially a little boy with cerebral palsy who just wanted to visited our Nation’s capital.

    Jean Hinton 4/12/10 12:38PM

  • Flying US Airways was the worst travel experience I have ever had in my life. They make ineptitude an art. I ABHOR everything about my experience with this airline. They should be ashamed of their so called "services." Do not fly US Airways if you value your time and luggage. I recommend you spend the extra cash and fly on a different airline... it is worth it.

    Anonymous 4/6/10 7:42PM

  • I will never EVER step foot on another US airways flight. I hpe someone from corporate reads this because this is no way to conduct buisness. What happened is I made the mistake of booking a flight through Expedia.com. I booked the dates Ineeded to go and flew to my destination. Then I went to print the retunr flight ticket and realized it was for some crazy date. I double checked twice before I booked it to make sure the date was correct. So i figured it wont be tht big a deal Ill just give them a call . I called traveloicty and some towel head who couldnt speak a lick of english told me i had to pay $150 fee to use a $100 credit. That made no sense so I called US airways. The lady on the phone started out nice until she heard my problem and began accusing me of picking the wrong date. So basically at this point I was willing to pay extra to just get to were i needed to go. The cheapest flight she could get me was $900. So I laughed and called southwest were the cheapest was 400. I then explained how much i hated us airways and how you guys left me hanging in another state. The customer service rep felt bad and reduced my flight to 200 . US airways I will do everything in my power including disputing the charge to take as much buisness away from you as possible. Words cant explain to you how much stress you have caused me.

    Anonymous 4/6/10 8:50AM

  • My experince with US Airways customer service was a joke. There was no service. The customer service agent wasn't empowered to resolve any of my issues plus he was not able to answer questions. I had to prompt him to go ask someone!!!

    Anonymous 3/30/10 1:44PM

  • I called reservations to ask if I book a one way fight and still return on my existing reservation. I was told to call and give my one way flight 3/31/10 confirmation number instead of 4/2/10 and could return on the scheduled 4/5/10 flight. I chose my one way reservation for my daughter to my sons wedding in St.Maarten and called back and was told by a supervisor that I was given misinformation. I am willing to buy a one way ticket(in addition to buying my original ticket) to have all my family there for the wedding and now told I cannot do this...they want me to pay the current price which is over $500 more and the $150 exchange fee..My confirmation does not state any restiction from using one leg of the trip and I am now left with one family member not arriving with us. I need someone to intervene in customer relation!

    Anonymous 3/28/10 6:45PM

  • March 13 flight from Ft. Myers, Florida to Providence, Rhode Island, with change in Charlotte, NC. Luggage was lost (still waiting), 3+ hour delay, and broken armrest that prevented me from having my seat in proper position for take-off and landing (armrest was duck-taped!).

    avcretin 3/22/10 9:50AM

  • My fiance and I arrived at the airport over 1 hour early for a 9am flight. After 1 hour in the security line we and at least 20 other people (from the same flight) had missed the flight. We arrived at the gate literally one minute after they had closed the doors. The gate staff said NOTHING to us, I had to ask to find out that the flight was officially closed". Then the pilot came out and asked for one more passenger since there was still one empty seat. The gate crew did not make any attempt to fill that seat and the plane left. The gate crew also did not apologize to us, nor did they even direct us to the customer service desk to re-schedule our flight.

    We went over to the understaffed service desk and waited in line OVER AN HOUR to speak with someone and get on a new flight. She offered us standby on two other flights, but at 13 and 14 on the list there was no chance we would fly standby, yet we were guaranteed a seat at 9am the next day- along with 20 other people....

    There are several reasons our trip failed:
    1. US Airways overbooks their flights
    2. US Airways had too many flights scheduled at the same time
    3. TSA was not prepared for the unusually long lines
    4. US Airways seriously overbooks their flights
    5. US Airways staff is not friendly or helpful
    6. US Airways doe not care about passengers

    booger 3/15/10 3:09PM

  • Hello:

    I would just like to make management aware that US Airways has the WORST customer service that I have ever experienced in my life. I recently flew home for a life/death situation with my father. When it was time for me to fly home, my father was still unstable and I need to change my flight. When I called US Airways reservations for help changing the flight due to the fact that I am in the hospital and without the internet, I was told that there was nothing that they could do to help and that I should get on the internet and find another flight myself. Jane Marie said "It would be cheaper!" Sounds to me that she does not want to do her job. When I called back to speak with a manager, I was given to Abby, a non-English speaking individual who told me that she could not do anything to help.

    I am shocked that your employees have not gone through a customer service training, in which to teach them skills to work in a customer service environment.

    I work for a very large corporation in sales and have gone through training to work with customers in order to serve them to the best of their needs. US Airways needs to better evaluate their employees before placing them in a customer service environment.

    US Airways is a very unsympathetic organization with terrible customer service! I understand that you are running a business, but in a customer service environment, ripping customers off is only loosing your company business.

    I am very unhappy with my experience and will NEVER fly US Airways again. WHAT A RIP OFF UNSYMPATHETIC ORGANIZATION!!!!!!!!!!!

    Good Luck going Bankrupt

    I will be sure to make others aware both online and off about my recent experience and make sure that others do not have similar experiences.

    Means/Query 3/9/10 10:14AM

  • US Airways lost another customer today. They not only made me mad.They took my pride away today. See Ya Later US Airways. I've spent over 100,000 in flight fares over the last 5 years. No more for those who do not value customer satisfaction!

    CC 3/8/10 10:23PM

  • US Airways sucks!!
    They didn't deliever my baggage to the right airport and denied to pay back for the baggage check-in fee!
    As a traveler from foreign country, I will definitely tell my friends who ma go to the state not to take US Airways!
    BTW, I do not understand why this kind of company could still survive. I think people in the United State are just so pathetic to suffer this!

    Tammi 3/5/10 8:26PM

  • US Airways philadelphia site is the worst. They are rude, non caring people. They overbook and then make excuses when there are no seats. If you don't want to make your flight or leave on time, fly US Airways. I lost my lugguage at the US Airways terminial and they could care less. If I can help it I will never fly US Airways.

    SORRY TOOK FLIGHT 3/3/10 7:34PM

  • This website is infuriating! The time expiration is too short... while trying to call someone to confirm our reservation, it expired, then the rates changed by the time I could get back on it again. By far the most difficult website for an airline that I have ever used.
    There is no way to access a 24 hour hold reservation back on the website, so we can avoid the $25 fee. Rediculous.

    Anonymous 3/3/10 10:52AM

  • If you're ever at the airport and they "offer" you a free roundtrip ticket to bump you off a full flight- don't do it. The certificates are useless for when YOU want to fly and they make it impossible to use them. The other option on the certificate was $200 toward any ticket, so when I tried to book with that I got "Bob" who had to ask someone sitting next to him how to process it every step of the way. After 20 minutes of this I asked to speak with someone that could help me without asking someone else how to do it. He told me that he was booking the ticket now and it shouldn't be much longer. After another 10 minutes he told me that the certificate was not valid on the flights I wanted. I again asked him (demanded) that he transfer me to someone else that could help me. He smugly said "so sorry that I was not able to assist you" and transferred me. I got a "reservations specialist" and 5 minutes later I had the flight I wanted. I am a Silver member working towards Gold, and probably should have called the Silver number, but gave them the benefit of the doubt and did what it said on the certificate. Not again - I have several of these certificates because I can generally change my flights if needed - not a big deal. But when it comes to actually using the certificate - good luck.
    The problem with the airline employees (USA based) is that they are all unionized. They have no fear of losing their jobs so they can treat us however they feel. So sad - no wonder the airline industry is in trouble.

    Anonymous 2/25/10 11:54AM

  • Everything was good i was coming back from SFO to Phx counter employee tells us flight is full we will get in the next one at 3:30 asked about or luggage said it would not leave with out us getting on the flight at 3:30 ready to check in Mauro B. (Check in employee) states that flight is full we can not get on it next flight is at 5:30 asked him what happends if flight get full at 5:30 is there any other place i can fly that will connect with Phx? he stated that is your problem sir there is nothing the airline can do for you i told him yes there is bring me your supervisor he said he did not have a supervisor i told him i will not move till you bring a supervisor supervisor came and same answer they told me they would refund everything i payed

    Brandon 2/15/10 1:25PM

  • I am really getting tired of US Airways.
    I have a very difficult time using my frequent flier miles. I have will probably change my master card to another airline.
    Other people I have talked with have the same problem.
    What good is 80,000 miles if the company makes it impossible to cash them in???
    Now I have booked a 3 legged trip.
    US Airways will not allow me to check my bag in advance to save $5!! My reservation is $726.Air Tran thru Travelocity required me to pay foor a paper ticket $40!!!!
    Now I cannot check in on line early to pay for my luggage!
    I hate traveling these days.
    Your agent just told me Air tran & US Airways does have an agreement allowing e-ticketing!!! I should get my $40 back from Travelocity otr Air Tran!!!!!!
    But how do I do that??
    Lois Kutun

    Anonymous 2/14/10 1:29PM

  • The employees are completely incoherant, morons! I will not be booking with them, and I fly a lot. Everyone I know is sick of their terrible service and MAJOR delays, lost bags, horrible service. They've inconvenienced us fir the last time!

    Hmr60 2/13/10 1:15PM

  • Everything that could have possibly have gone wrong did. Flight was delayed, canceled, delayed again. My cousin and i were verbally abused by Tammy, the stewardess on our flight to Pittsburgh. waited on hold for a total of 3 hours to try to reschedule our flight out, and had to pry the agent to give us the next possible flight as they were not willing to do the extra work to search their system for earlier flights until i demanded they do so. Lost all of our luggage, and when we picked the Bags up moments before we checked in to our flight back home, they tried to charge us another baggage fee. worst customer service with the worst attitudes I've ever experienced. will do everything i can to never fly US Airways ever again.

    Anonymous 2/13/10 10:40AM

  • USAIRWAYS is the WORST airline ever~ My experience has been HORRIBLE~ Dealing with customer relations is a JOKE~ My step son was flying to visit us from Brazil to the states. In order for us to apply for his visa with the Consulate we needed to show PURCHASED tickets with his Visa application~ Long story short, his Visa was denied, I got 2 refunds from American Airlines and USAIRWAYS would not work with me on my refund, being downright unhuman. This is a situation beyond my control and they would not work with me. American Airlines was AWESOME~~~ USAIRWAYS SUCKS~~~~DON'T FLY WITH THEM EVER NEVER~~~!!!!!!!!!!!!!!!!!

    USAIRWAYS SUCKS~~!!!! 2/12/10 7:17PM

  • Wwe arrived at the Las Vegas Airport three hours ahead of our domestic flight because we knew that it would be super busy because of delays caused by a snow storm. We walked up to the check in at curb side when they tole us our flight was delayed. We had just checked the status on our computers and there was no delay shown. After an interminable wait at the ticketing counter, we received our bording passes. Our luggage was checked in and we paid the appropriate fees. We were told there was a delay every 15 minutes for the next five hours then the flight was cancelled. We could not get our luggage back. We were told to come back another day. We took the next flight home on another air line.

    Now that our luggage is lost, they tell us we need to file a claim with the air line we flew home on. I asked for this policy in writing, they said they could not provide it. The said they could not begin to process my request for lost luggage unless we first went to the Baggage center and filled out a service coupon in person. In person? don't they know I am thousands of miles away and can't go in person? All of their facilities were closed and we could not fill out a request for baggage service. They said the other air line was responsible for returning my luggage to me, not them.

    Excuse me, I paid US Air for the handling of my luggage, they refused to return it to me after the flight was cancelled, and now the tell me another company is responsible for the return of my luggage when they never even
    saw my luggage.

    You should avoid this airline at all costs, they are cold, rotten, and completely unprofessional. They give you bad information, and make it nearly impossible to function when there is a problem.

    Anonymous 2/12/10 10:43AM

  • US Airways cancelled my flight due to crew unavailability and when I tried to find another flight the customer service representative at the airport was extremely rude. The best US Airways was willing to do was schedule me to fly home 3 days later. Because US Airways could not provide the service I paid for I had to miss work (taking unpaid leave) and purchase a ticket home on another airline. US Airways is unwilling to acknowledge that they could not provide the service I paid for and will not reimburse me.

    Anonymous 2/11/10 9:35PM

  • I called a rep this AM at approx 5:00 AM to check the status of my flight #90 from JFK to PHX. She told me the fight was cancelled... the next availability was Sun...it's "not our fault there is a snow storm" we do not have a stand by policy but "if you want to hang out at the airport all day, you could do that"...do you want a refund? These responses were the answers to my questions. In so many words, she was saying in a tone of..."whatever".

    I went to JFK tonight to see if I could get on a no show and there were available seats. Four persons did the same thing and got on the flight. I could not get on, as I had a "refund" in process. I asked to purchase a ticket and was told I could only purchase on line. US Air on line service showed sold out across the board. If I did not have a refund I would have gotten on the flight. The ticket agent stated, "Ms Callaghan, you got wrong information" He was right. There are available seats and if we choose to fly with US Air in the first place, ticket holders should have some preferences to the availability. I am highly disappointed, again, in this company.
    As your rep stated this AM..."these people are ticket holders, what do you want me to do, take their tickets from them?" When I said, I am a ticket holder too, she said, "...but your flight is cancelled."

    Cold and worthy of not using your company again.

    Lucy 2/11/10 7:16PM

  • Needed to hold a spot on a flight incase my daughter had to fly to Memphis the next day. Agent was very helpful and quick!!

    tennis mom 2/11/10 1:06PM

  • Long wait time? We didn't even get that. Simply a busy signal.

    Anonymous 2/10/10 11:35AM

  • i have been put on hold for 20 minutes and the first cust serv rep could not help me....
    still waiting for a "specialist" to now pick up the phone....never mind you just hung up on me. I have to call again

    Anonymous 2/9/10 3:50PM

  • 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 >>
  • Thank you for your much improved and especially user friendly website.

    Additionally, I appreciated the accessibility of your customer support. I spoke with a Ms. Cel this morning who answered my questions and provided me, let's say, much needed peace of mind!

    Thanks again.

    Regards,

    J. Wiseman

    Anonymous 7/27/10 9:52AM

  • I flew US Airways this past week on a trip to Cancun, with flights out of Baltimore and connections on the way there in Charlotte and on the way back in Philadelphia. It was a fine experience from start to finish. All the US Airways staff were helpful (espectially in Cancun) and friendly. I was happily surprised by the amount of legroom in economy, the flights took off on time, and on the Cancun to Philly leg, landed a half hour early. Despite the fully flights, everything was smooth and professional. I was very pleased.

    cbc 6/29/10 6:17AM

  • Back in January 2010 I attempted to board my flight from lax to jax when I was asked to surrender my carry-on bag at the gate. i arrived in jax to find my bag had been lost. somehow i misplaced my claim ticket for the bag as well.....10 days passed and i received a call from the baggage dept asking me to fill out a property report. i did....and along with it i sent all of the receipts for the replacement clothing etc, inside the bag. the total came to $1,456.00 another month passed and i received a call informing me they found my bag in N.C. they sent it straight to my doorstep. i called and asked what about the out of pocket and inconvenience for having to shop for the new stuff (which aint no fun when your 6'5" 235lb). they asked me where to send the check and did just that in 8 days. THANK YOU US Airways you did the right thing...took a while....but im satisfied. loyal customer for life here. thanks

    lennym 6/3/10 4:57PM

  • Flew PHL to RSW on April 24

    flight attendant in 1st class super LADY

    Didn't get name - Asian lady

    PLEASE THANK HER for all of us

    drjimjordan@aol.com 5/4/10 10:44AM

  • I just called US Airways customer service. The young man that answered was polite and was able to solve my problem immediately. I fly approximately 50 times a year not counting connecting flights and I have found US Airways to have the best customer service.

    EngineerFrequentFlyer 4/25/10 11:07AM

  • I just called the toll free number listed on the website. Explained my needs to the young man who answered. He was very courteous and explained in better detail when I didn't understand his answer to one of my questions. Very polite.
    MKD

    shelleyD 3/24/10 1:11PM

  • I am writing to commend an emplyee of U.S. Airways. Her name is Karla B., employee #225395, and she works the ticket/check-in counter in Tucson, AZ.

    My wife and I volunteer for a local charity that flies poor children from Mexico to Shriners' Hospitals in the USA for surgery.

    These children, who are often accompanied by their mothers, are apt to be very anxious about flying in a plane for the first time, in a foriegn country, en route to a hospital for their very first surgery.

    Karla has assisted us at the ticket counter twice recently. She goes out of her way to welcome the child and mother, and is very helpful in her explainations regarding luggage, tickets, layovers, etc. She is also very cordial with my wife and I as we require gate passes in order to escort these people to the gate.

    It's refreshing to see an employee with such a bright and caring disposition.

    Jim DeConcini 3/15/10 10:00AM

  • Not sure what everyone is complaining about, but I just called up to resolve:

    1) Issue with a refund
    - and -
    2) Issue with changing an award ticket

    I was on the phone maybe 15 minutes to deal with everything. Line was picked up immediately, information was found quickly, I would gladly call US Airways for Customer Support again.

    If you call the line sounding stressed and freaked out, and then expect somebody to reason with you over the phone without knowing your ENTIRE life story, no wonder everyone gets disappointed. If you treat the person on the phone with respect, say hello, and slowly walk through your problem giving only the information needed, you'll find your answer quickly.

    Stop complaining because you find yourself in some BS situation that you could have easily avoided if you read the 'Terms & Conditions' of the ticket you purchased, and walked into the situation less ignorant. But then again, you are probably the same person who bought a mortgage without understanding the word 'interest rate' and then expected the government to do something for you.

    anonymous 3/9/10 8:28AM

  • I just called the call center for assistance with a connecting flight & TaNeka went above and beyond any expectations. She was courtious, and very proficient in helping me with my request. They are very lucky to have her as an employee! Kudos Taneka!!

    Anonymous 3/1/10 1:05PM

  • I would like to commend Joy at the North Carolina center and LaToya at Philadelphia airport's ticketing counters. Both women were pleasant and helpful and went beyond mere "service" to give me personal attention and satisfaction.
    Joy found me a seat on flight 796 on Thursday the 11th of February from Philadelphia to Tel Aviv when my flight which was originally booked for Tuesday the 9th of February was cancelled. She worked very hard to place me on the flight and I so appreciated her effort.

    LaToya, who works at the check in counter at Philadelphia Airport, helped me find an appropriate seat as I suffer from claustrophobia and had been placed in a window seat. She was kind, understanding and successful. Because of her, I had a comfortable and nonthreatening flight.
    I highly appreciated the service from both ladies. Sincerely, Rhisa Teman

    rhisa 2/15/10 8:01AM

  • 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



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