US Airways

Of all the appalling things to happen. My parents are 81 and 85 years old. They planned a lovely cruise for 10 days in the Greek Islands. Their flight from Milwaukee to PA had a bad plane, so they were boarded on another plane to Chicago instead. Their luggage was lost. They finally made their destination and this awful airline said that they found their luggage but they would not get it to them until the last day of their trip. No compensation has been offered. This airline stinks.

Only my third flight but this was the first time I sat on a plane on time to leave @8:10 yet sat on that plane without taking off over 4 hoursp0¿
On top of it we were not offered anything but a cup of water.
Was told we were waiting in chicago because of a storm in Milwaukee. But I was going to arizona.
On flight back we were also late. Just a half hour.
I did like them better than spirit.

So it’s our family vacation time and we’re all in a really good mood because we’re about to escape this Chicago weather. As soon as we go to check-​in, the service was horrendous straight from the start. I’ve never experienced such bad service at any airline that I have used in the past until this very moment. Our moods underwent a complete 360.
Although I can name endless incidences of how they failed to put quality customer service and politeness at the forefront of their service, I will only choose to draw attention to two people.
So we proceed to an attendee to check in. What was she doing? She was preoccupied with her phone and texting on the job. And then she looks up at us and says «what?» It’s analogous to that one friend who doesn’t pay attention to what you’re saying and then asks to repeat the entire story again. We’ve all been there. It’s extremely annoying. If you don’t want to listen, then don’t work here. If you don’t serve the customers, don’t work here. There’s plenty of other occupations with minimal customer interaction.
I saved the best for last. I made sure I got her name — it was Rose. She had wavy blonde brown hair. If you see her, beware. I wouldn’t recommend this attendee to my worst enemy. So when checking in bags, you have the option of paying via cash or credit. We chose cash. We handed over the cash because Rose said the bags were not paid for. She says condescendingly «oh I’m not taking cash» and walked away from us. She was about 40 – 45 years old, you’d think that she’d learned by now that you don’t walk away from your problems. The look that she bestowed upon us was so distasteful. When confronted, she tried rationalizing on her behalf. Obviously, we weren’t having it. And how did she respond? She mocked us by saying «my manager is over there.» It’s one thing to act like a complete jack ass, but it’s another thing to be the epitome of one. The funny thing is that she actually said verbatim «I’m actually one of the nicest ones.» Clearly, she needs to reevaluate her definition of nice. The whole staff could probably use some improvements. But if you take her out of the equation, I might have given a star or two back.
All in all, poor service and poor characters in this airline. Very much deserving of zero stars if possible

We took a trip to San Juan with a connecting flight in Philly… at least that is what was supposed to happen. Flight was scheduled for 615AM from Ohare, for some reason on 1÷10÷15, they couldn’t figure out how to get jet fuel into an airplane in cold weather. This is Chicago! It’s cold in the winter. Figure it out. It’s the first flight out in the morning, this shouldn’t be an issue (in my opinion). We left 1.5 hours late, got to Philly as our connecting flight was leaving the gate (watched it back up). They said they can’t hold flights for passengers, even though there were about 20 of us needing this flight. So, they said, «go to customer service». We did, we waited almost 45 min for a rep to show up and missed a flight to San Juan in the process of waiting… They then couldn’t find room on flights from Philly to San Juan. So we were sent to La Guardia, then shuttled to JFK by taxi, which I had to pay for, then arrived in San Juan at 1000PM. We were told in Philly our bags would be waiting for us in San Juan. WRONG! They sent the bags to New York for some reason??? We didn’t get our luggage until 2 days later. While leaving JFK our flight was delayed because they were waiting on luggage that needed to get transferred from another flight… Um, i was told the airline doesn’t wait for people, why would you wait for baggage? baggage is more important than people/​customers!!! Unreal…
We lost a day in San Juan, since we were supposed to land at 230PM, not 10PM and we didn’t have clothing and essentials for 3 days. Guess what? No one cared. They couldn’t offer us anything at the customer service area. I was told I would have to submit claims when I returned from my trip. Great. So, I have and filed a complaint. All this is worth a measly $ 200 voucher to US Airways /​American Airlines!!! They won’t give me the voucher and miles on my reward card, just the voucher. You know what, what about my lost vacation day I spent in your lousy airport terminals getting zero help? What about trying to have fun in the sun without a change of clothes? They don’t care. Also, good luck trying to connect with them to sort this situation out. You can only contact them via email or submitted complaints via their website… then hope and pray someone understands the situation. Which they don’t.
I know mistakes happen, but c’mon man. The customer service was terrible and the followup has been worse.

It’s interesting because I am always impressed by the in-​flight service with US Airways. However, the airport representatives are a major disappointment in every city so far. Whether you are a priority member or not, they will never make the effort or even pretend to make the effort you together with the people that you were traveling with. I experienced this in the Philadelphia and Miami airport. Terrible.

I sat on the plane for 2 hours while they figured out the problem at O’Hare. They told us it would take 15 minutes. When we finally arrive to Philly at 11:45 for a connecting flight everyone missed their connections including me. On top of that they book my flight out at 5pm and I have to catch another connection in Charlotte! I won’t even get to my destination until midnight when I’m originally supposed to get there at 1pm! They can’t hold our connections for an extra 15 minutes because we waited 2 hours on a plane going nowhere?! Never again us airways.

I wouldn’t say that I had strong feelings, positive or negative, for US airways. The times that I have flown through Charlotte, NC to Providenciales, TCI (twice) or more recently, cancun, have been pleasant.
As with most airlines, as of late, you will have to pay for checked in baggage (even international flights which sucks). Beverage service is complimentary but any food will cost you.
The plus side of Charlotte airport is that the food court is decent and there’s plenty to do to kill time.
They do get you from point A to B will no frills and run pretty much on time. That works for me!

NO, NO, NO!!!
My husband and I booked our trip to Punta Cana in the Dominican Republic on April 22^nd 2014 through Orbitz’s website. The very next day I called US Airways customer service to upgrade our seats to first class; Orbitz did not give that option. I spoke to a female (dang it for not recording her name) who told me is was too soon to upgrade. She said that I would have to get on a waiting list — OK I can do that. Here is where is gets interesting…
The customer service gal gave me the prices for each flight of our journey (4); now I wrote the prices down and they were reasonable ($ 1300.00 for both us). She said the list will be created one week prior to departure (being 9÷13÷14) and that I would receive an email one week prior to departure to remind me to call customer service (again) to get on the list. I gave her my email address and patiently waited for the email to come. One week before departure = no email.
With no email from US Airways I called customer service again and this time spoke with a young man (again I didn’t write down his name — my bad). The rep had never heard of a waiting list nor an email notification system for customers. He explained that he cannot upgrade me for the quoted prices but could upgrade both my husband and I at that time for … wait for it… $ 4000.00! Um HELLO??? I passed on that financial assault YIKES! The rep said to get the quoted upgrade prices I would need to call 24 hours before the flight to upgrade. — yet another call.
23 hours and 55 minutes my husband called US Airways customer service. He as told there were 5 seats available but we could not purchase them because they were holding onto them in hopes of selling them at full price. It didn’t matter what we were told of that we did our part and that we were willing to pay the quoted price.
At the check in counter in O’Hare we upgraded our seats at the price we were quoted. A lot of BS to go through. Getting there is part of the fun. supposedly.
The flight attendants were pleasant — the pilots did their jobs (Grateful)
Hang in there — keep reading — you have heard nothing yet.
Our return in Punta Cana was FRUSTRATING! We got in line to check in and to check our bags… we finally get to the gal who tells us we have to go to the kiosk to get our boarding passes before we can get in line to check or bags. So back to the entrance with luggage in tow through the maze of people. There are 8 kiosk machines 5 of 8 were working. We stood in line and the very machine we were waiting for died as the couple ahead of us were in the middle of their check in. (really?).
We moved to another line and waited. and waited. and waited. Finally we are at the machine entering our information and the machine spits back (X 3) «We cannot find your reservation, please see ticket agent». Back to the line (through the maze with luggage in tow) where the very same gal tells us we cannot proceed without a boarding pass — UM HELLO??? She lets us pass and we get to the next line (you know the cattle herding line). At the counter we get to upgrade to first class. (??) Who knows what happened at the kiosk. Talk about frustrating!!!
There are plenty of headaches when it comes to travel, we all know that but US Airways has eclipsed any headache I have ever had traveling. No kidding, form the very first customer service contact to the last. We will NOT fly US Airways again unless it out of absolute necessity.

Excellent service. I am very happy that US Airways and American Airlines have merged. US Airways accommodated my daughter’s itinerary to better match the rest of the family, especially since she had to depart earlier due to her work and school schedule. The airport staff are outstanding. Kudos to this airline.

My flight to Maui was terrible. There was a broken window in the row that I was sitting in. A blast of cold air continuously raced against my body causing me to have chills throughout my entire flight. I was also concerned for my safety as I have never experienced traveling on a flight with a broken window. I raised my concerns to Debbie, one of the flight attendants. She explained to me that there was no danger to me and that to stop the air from coming in to put some of the i-​flight flyers that were in the seat pocket up against the window. This did not help at all. She also explained that there was nothing more that she could do even after I requested a blanket. I have several photos of the window that I would like to submit to show you. I am very displeased with the lack of response I’ve received thus far from US Airways and My loyalty to this airlin

0 stars and an overall terrible experience, I will never fly with this airline again and will never recommend to friends or family. My husband and I were scheduled to fly from Norfolk to chicago with a connection in New York, we did not make it to Norfolk and notified the airline that we could only make the connecting flight from New York. I was then informed that when we missed our Norfolk flight that it is their policy to cancel our entire trip and we would not be allowed to board in New York, unless of course we paid an additional $ 1k for change fees and price differences for a flight we have already paid for, no exceptions, this is a policy I vehemently disagree with. We decided to book with another airline for a fraction of 1k and eventually made it to chicago. This airline will never receive another dollar from me as long as I live.

No! Nope! Never again! Nope!
I foolishly flew US Airways for my recent vacation. I will never make that mistake again. They have the absolute worst customer service that I have ever experienced in my entire life.
At first, everything seemed fine. Booking my flight online was incredibly easy, and rates were pretty good, I got my confirmation, was able to check in online and print my boarding pass at home. So far, so good. Then I get to the airport and everything goes to hell. I arrive to discover that my flight has been canceled. No big deal. I’ll rebook and arrive in the afternoon instead of the morning. And thus began my airport saga.
Rebooking was an absolute nightmare. No, they can’t get me on any of their flights leaving that day because ALL their flights are already over sold. After asking to speak to a manager, they suddenly have a seat available on the next flight for me. Great. I get my new boarding pass and head to my new gate. An hour later, that flight has been canceled. Now I have to rebook my flight and my connecting flight, because there is no way I will make my connection in Charlotte. I manage to get on another flight after yet another horrible interaction, wherein I’m told that they can’t help me in person and I’ll have to call their customer service number. So I call, and I manage to get on another flight, only to have that flight also get canceled. This time, they help me in person. They rebook me again (this is flight number four, if you are keeping track), but they bump me from the flight because it is over sold and I was the last person to book my reservation. You know… the reservation I had to make after my previous three flights were canceled. The best part is that they didn’t tell me they were bumping me until they scanned my boarding pass as I tried to board the plane. I was sitting at the correct gate for over an hour, but no one bothered to make an announcement or tell me to talk to a gate agent… just no communication. They begrudgingly book me for another flight, which I actually get on, only to have it delayed two hours due to a missing crew member, meaning I miss my connection in Charlotte, also known as the last flight leaving Charlotte for my final destination that night.
So now I’m trapped in the airport. The gate agent who «helps» me rebook for a flight leaving in the next day is incredibly rude and condescending and basically tells me it is my fault I missed my connecting flight, and I should have flown earlier in the day. There is no offer of a meal voucher or hotel voucher. When I ask for one, I’m told that they only offer those if they mess up somehow, which they didn’t do in my case and I should be thankful that they booked me for a flight in the morning, because they didn’t have to rebook me at all. Wait… did I hear that right? They canceled my flights, yet they don’t have to rebook me? As I was told, they have every right to make me pay for another flight, but they are being nice enough to rebook me on to a later flight for free. This send me over the edge and I start crying. Apparently tears were the answer, because suddenly a hotel voucher appears, but they still refuse to give any food vouchers and called me «ungrateful» when I dared to ask if it was possible to get any.
I did eventually make it to my destination, over 24 hours later than planned and with a new found hatred of US Airways. I know that flights get canceled and delayed all the time, but I’ve never been spoken to so rudely or shown so little respect before now.

Terrible airline 2 hour delay leaving Chicago a week ago .
Had to check a carry on cause they ran out of room .
Now back in Chicago and here we are sitting in the runway again waiting on a gate.
Making it worse, the flight attendants were hostile and stingy.
This has been an air travel low point for me and I am never flying thus airline again.
Now they tell they don’t know when well have a gate !!!
IS THIS A JOKE ??
Jose Borrero

US Airways sucks!!! Poor customer service! They should bring back «Family Priority» on boarding…

Nope! don’t no matter how cheap it is just don’t! Even though it won’t really be cheap. Flew to Mississippi with them. Obviously, there are no direct flights. Could it be a coincidence that had four flights with them and all four late. But somehow didn’t miss my connection and got to MS somewhat on time. But there was a lot of running involved. It is ok! was gonna have a long day so had to miss out on work out anyways.
Oh well! the story doesn’t end. The real fun starts on my flight back to Chicago. Sorry your flight is 45 minutes late ma’am. You can’t make your connection. We can do you a huge favor, fly you out tomorrow morning at 9AM. Forget about your plans tomorrow and all other things. Even if you had an exam in the morning, we have to think about all the other people on your connecting flight to Chicago. We can’t ask them to wait 5 minutes so you can make your flights. But normally, our flights can be 4 hours late for no reason. To be precise, the gate agent wanted to say, you are a small little girl anyway your life is not that important.
But in your face US airways! I didn’t let them re-​book me and helped my self and ran as fast as I could to make my connection. I got an A on that exam by the way! if it makes you feel any worst. And yeah clean ice from your planes before the flight.

US Airways seems to make it a habit of making passengers gate check their bags when it isn’t necessary to do so. It gets to be annoying, especially when you’re waiting at baggage claim and they tell you, over an hour after your flight landed, they cannot find the gate checked bags… only the gate checked bags. This has happened to me more than once on this trip alone.
Tonight, after an hour of waiting, me and the fifty or so other passengers were told to come back after a few hours and maybe our bags would show up by then. The gentleman who lives 3 hours away found this hilarious. No apologies or accountability from US Airways the entire time we waited.
I will give a couple stars for the stewardess who thanked the army sergeant sitting next to me for her service and offered her a complimentary meal. That is a gesture not offered enough to our military service men and women. Good for her!

2:00 PM Flight cancelled. Only flight they could get us on is at 5 am tomorrow. Hotel voucher given but No dinner voucher, SERIOUSLY ?! No coupon or anything for discount or something on future flight. Also still waiting waiting waiting to get our luggage… hours. Low class service, cheesiest airline ever! Next time will pay a little more for ticket, like Delta, they actually like their customers and have great staff.

I had a connecting flight here when leaving for my vacation.
It wasn’t too bad at first… but by the time that I was about to board, the boarding attendant announced that the carry-​on compartments were now ALL FULL. ugh! BUT THIS IS NOT WHY I’M UPSET! They directed me and my company along with a few others to check-​in our bags and that it’ll arrive at our final destination (which was actually one more flight after this for me, blah). I thought I had no choice so I reluctantly did as requested and was hoping that they did NOT lose my bag since that was all I had for my whole trip.
Now… When I got seated I saw that there were AT LEAST 2 COMPLETELY EMPYTY CARRY-​ON COMPARTMENTS! WTF!!! I was so irritated because I could’ve easily just stuck my bag up there with so much more room to spare. Instead they told a lie and foreced me to check it in. BS.
When I finally got to my final destination, LOW AND BEHOLD, my bag was MISSING. I was running around the airport looking at EVERY BAG in EVERY AISLE for 30 minutes freaking out. My company was in the middle of putting in the claim and filling out the paperwork when FINALLY I found my bag in the corner of a COMPLETELY DIFFERENT AISLE then whereit was supposed to be.
SO YES, I’m relieved they didn’t actually lose it. but poor service for forcing me to do something so completely unneccessary.

I would give them 3.5 stars if I could given that this is just my fifth time flying. My friend’s husband purchased a round trip ticket for me to show up as his wife’s «birthday gift». Very impressive and what a way to score points!
Well as for my flight with U. S Airways it was indeed the most smoothest flights I’ve every had. I didn’t feel ill at all and my ears didn’t pop so much, (or maybe I’m just loosing my hearing). I wondered if there has been some improvement on their tires because I really didn’t «feel» anything — just a gentle launch. Not that I’m going get my wings and do this flying thing all of the time, but it was a pleasant lift into the heavens.
The flight going was really full and there was a mom and child who were going to be separated so I gave up my window seat so they could sit together. I passed on the free drink, but it was a nice offer. All of the attendants were men so that was another difference for me, but they were happily doing their job — they seemed to have fun with the passengers.
What makes this just 3.5: Well the seats are still cramped and they weren’t cleaned off like they said would be and «someone», (I guess the ground crew), forgot to put the food on the flight — oops! The attendants made the announcement that they would be selling goodies, but then recanted when they discovered their cupboards were bare.
My return trip was equally pleasant. There were treats available this time, but I was busy pecking away on a paper I had write for work. The attendants were cordial just like before. I didn’t need to give up my seat, although, I am surprised at the number of people who travel with small children. DId this always happen? Isn’t flying something special anymore — kind of a rite to passage after you’ve learned not to cry for at least two hours. Maybe I’m just getting old and I’m grumpy and I want quiet as I soar through the air in a metal tube — defying gravity…

This is our first time using US Airways to Orlando, FL.
We are American Airlines customers but was looking for cheaper flight deals. I was impressed on how affordable flights they had for Orlando and how new the airplanes looked inside. The seats were pretty roomy and we flew on time which was nice. We had two connecting flights one to NC and finally to FL.
The only issue I had was the amount of overhead space they had for your carry on. Twice I had to check in my roll away carry on because the plane was full and there was no more room for it. Really, go in another line to get a checkin tag for your bag please and oh yes you have to go into this line to get on to the plane and a guy will take your luggage at the enterence of the airplane. It’s a long day when you have a connecting flight to go through all those lines, sigh.
However, I’m giving them an extra star because my husband originally had a separate flight time and he was able to get on my earlier plane/​flighttime on Standby even though the flight was full on both connecting flight without us paying a «change fee».
We will fly with you again US Airways, if the deal and time/​dates are better than other carriers.