US Airways Positive Customer Service Ratings - page 2

I just booked a flight and felt so tired! it took me all day to figure out what was what then when I finally did the screen closed on me! BUT I have to say, when I called and the customer service gentleman helped me...he was sooo patient and kind and did give me the best poss. rate. People can be kind when they work at a service job! and even keep people like me calm when things get frustrating! THANK YOU Victor! Keep up the good work!

I want to compliment you on the service that my wife and I recieved from your company on 3/09/2011.
My wife and I were on vacation in Cabo San Lucas and on the 9th we recieved an emergency phone call from our daughter that our 9 month old granddaughter who lives with us received 2nd and 3rd degree burns on her foot, thigh and stomach and was in the Burn Ward in Colton Ca.
We left on flight # 335 @ 1:56 p.m. as the seat belt sign went off I realized that I had left the only key for my vehicle at the security checkpoint in Cabo. I contacted Jon, Rob, & Sid on the flight crew and explained our plight. The flight crew called the pilot and he was able to contact the Cabo airport and arraigned for our key to be picked up by the crew of flight #337 and they followed us to Phoenix where our layover was. Our flight # 337 was delayed a few minutes and the flight following us made a heroic effort to get the keys to us just prior to our departure for Ontario Ca. on Flight #644. Only through their compassion and kindness were we able to leave as soon as we reached our destination to visit our Granddaughter in the hospital, her condition was pretty grim as she had to look forward to several skin grafts but she was in a much better mood when she was able to see her Grandma and Grandpa. It took 2 weeks for us to get her out of the Burn Unit and bring her home and we have been running our tails off, so this is the first opportunity that I have had to express our gratitude to your organization. I dont know how they all got the word of our plight but it followed us all the way home and the pilots and crew went absolutly above and beyond in their service, compassion and understanding.
So in closing I would like for everyone involved to get some sort of recoginition for what they did for us and we are forever grateful to all involved.

Thank You
Bruce and Carol Griffith
1899 Harbor Drive Hemet CA. 92545
ph# (951) 766-9057
e-mail [email protected]

This week we had the distinct pleasure of flying your airline this past Tuesday (Calgary-Phx). We found all of your employees, from check in and in flight, to being friendly and helpful. This treatment was afforded to everyone, including a man in 1st class who needed extra help. The genuine friendliness & helpfullness made our day. Regretfully we do encounter folk(s) who are having a "bad hair" day. We do want to specifically identify Sam Grill (based in Denver her # is, I beleive, C6923) as a model employee--always friendly and helpful--a person such as her is a rare commidity.
we will certainly be flying your airline again--and your folks made a BIG difference, thank you.

Alison and Rick Dixon from Calgary, Ab.

Excellent Service

Without the assistance of "Heather" (at a US Airways ticket counter at Wilmington NC airport)on 27 February, the day would have been a total disaster for my son, Stephen Walson. He had made an on-line change in his US Airways reservation from Wilmington to Charlotte to Newark (and would then take a late evening flight to Surabaya Indonesia with Singapore Airlines). Heather went into her computer and unfortunately he was not on the manifest. Stephen had the printed copy of his new (and old) reservations but there were no seats available that would get Stephen to Newark in time to make his Singapore flight. Stephen had been in the States for several weeks and was anxious to get home for his son's birthday as well as an important business conference.
Heather is not only a very tenacious young lady but she was determined to get Stephen to Newark on time and was finally able to get a flight to La Guardia...with barely enought time to get him to Newark to make his flight. Stephen wanted to give Heather a big hug and kiss but thought that would be a bit Inappopriate. My daughter-in-law just called from Surabaya and told me Stephen had made the flight with a minute to spare.
I would appreciate it if someone in your office could give her a "well-done". I have had some problems with US Airways but Heather has restored my faith in your airline

Flight 89 from portland Or. To phoenix Ar. on Feb 11 was delayed. The USairways person who got us on to other flights looked as if she was exhausted. BUT, she was smiling, patient, efficient as she did her work. I think Shelly S. should be commended for being such a good worker and making flying a bit better experience when things dont go as planned

Ria at your customer sevice desk in philadelphia is the best-- she got the job done with out a bunch of ''excuses '' like most of your people -- she should be leading others -
darrell primrose

I Love US Airways! Great Low Prices, Friendly Crew and #1 for on time performance. You Rock!

Thank you so much....My husband went to visit the kids in CA during Christmas. Its Christmas Eve and he called to say he lost his confirmation number to get back. Naturally I got frantic. I know him...at 65...they get so forgetful. I called US Airways and told them what had happened. I got the nicest man on the phone. Within minutes I got the confirmation number. You know how you just want to cry. I could just picture him out there trying to figure this out. I have tears in my eyes. Thank you US Airways. Thank you...God Bless you on Christmas Eve...:)

I had the pleasure of meeting a sailors mom Mrs. La'Quita Hurd while visiting home (Pensacola) and co worker Joan C., both are employees at Pensacola Regional Airport. I was in dire need of transportation back to the Norfolk area in an effort not to miss my ships deployment, they both did everything they could to get me back on time and even held up US Bus US Airways plane for me in Charlotte, NC, after my departure flight from Pensacola was 20-30 minutes late arriving to Charlotte. Long story short, out of 24 years of Active Duty Service transiting from state to state, I have had none FINER service from any other Airline to the level of their customer service, consideration and genuine friendship. I have to say "I have the upmost respect for both La'Quita and Joan" and am proud to have had the opportunity of meeting both during my transit flight. Thank you and I am even more proud to have serve my country, knowing that individual like yourselves are willing to go the extra mile for our service men and women and other non service members I'm certain each day. Thanks again for your service.

Active Duty United States Navy

Had a good experience with US Airways. From ths toll free number up to the flight. Its worth the fare. Thanks so much for the service US Airways!! You Rock!! I don't care what others say. They just act like that because they didn't get what they want that is impossible and beyond the terms agreed with your tickets. Keep it up!

After reading all the negative comments about US Air & their "no" customer service, I have to post my experience. My husband's 85 year old mother fell down stairs last week and broke her neck, 5 ribs, & multiple other injuries. We live in NC, she is in Connecticut. After a couple of days when she became alert & oriented, he flew home to see her. By the time he arrived, she had rapidly declined, was in a coma, & not expected to survive the day. He had to cancel his return flight home and reschedule for later in the week. Not only was US Air Customer Service pleasant, friendly & sympathetic, they waived the cancellation fee & rebooked his return at no extra charge. "Chantale" was exceptional, and we will forever be grateful to US Air, & will definitely continue to book USAir when we have the opportunity.

On my recent travels through the Pittsburgh International Airport I found myself in desperate need of a good customer service agent. Due to the extremely long line through security check I arrived at the gate about 15 seconds late and got to see the door to the ramp slam close. I had paid extra to get my ticket changed to this flight and I was told in most unsympathetic way to “go see the CSA”. It turns out that I had the most complicated case ever – as far back as man began to fly the friendly skies. I can’t explain why it was soooo difficult, but it had to do with computers; OK enough said. My CSA’s name was Nancy Fields (CSA #17352) who was the most tenacious, persistent, patient, and friendly CSA I have dealt with in all my years of world travel. She climbed the chain of command to get answers to no avail and she still persisted to work through the black holes of computer space until the problem was resolved. When she had finished her hair was hanging in her eyes and sweat was on the brow; but the smile was as fresh as ever. Truly amazing!!! I wanted her supervisor and all US Air management to know that she should be training the trainers. By-the-way; she was just filling in for someone who was at lunch, how lucky for me!!!

Recently I had an issue with my flight in Pittsburgh. I happened to see a gentleman in regular business attire and I must have had a pondered look on my face. He approached me and asked if everything was ok and went on to make sure I was assisted by another pleasant employee Joyce K. Later when I was at the gate the same gentleman was now at the gate and when he saw me he asked how the issue was resolved. He seemed to be genuine and really enjoyed his job. I asked the boarding agent his name and they said it was their Manager Joe but wouldn't give out his last name.

I really enjoyed the interaction with these two employees of US Airways. Airlines all have issues and it's really the employees that make a difference.

It was such a relief to be able to reach a person and talk to a friendly voice instead of a machine. She was extremely helpful in informing me how to reach customer service and even provided me with my flight reservation number that I did not have.

I was nervous but she was very friendly and that was most helpful. I am sorry I forgot her name and she deserves a compliment.
Gloria O. Simon

So many complaints. My experience was the opposite. Called due to a death in my family that would cause us to miss the flight scheduled so we could attend the funeral. The first agent was sympathetic and helpful explaining what I needed to obtain. I obtained all the needed documentation to prove this was legitimate and called back. Different agent but just as helpful and both times in the US as I asked and talked about US states and weather and they shared where they were so it was real. The tickets were cancelled with no change fee and I have 1 year from original ticketing to use the credit for a future flight. Not rude at all and was very helpful during a stressful time.

I booked through expedia and flew to san fransico via phoenix. Everyone I met was helpful and cheerful. Of course the plane was packed and uncomfortable but that's to be expected.

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

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.

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

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

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.

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

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.

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.

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!!