US Airways Screwed Me Out of Money After Their Plane Broke
Posted by : Raj | Posted on : Monday, March 1, 2010
DELICIOUS
SU
REDDITPhoto Source: Flickr
I saved up money for a few months and booked a flight to Florida where I would visit friends and my grandma. I took a day off from work on Friday 2/26 so I could take the earliest flight in the morning and spend the entire long weekend down in Florida. I booked a 8:30am flight flying US Airways from Reagan (DCA) to West Palm (PBI) where I was going to spend half the day with my grandma who I haven’t seen in months, and then spend the night with one of my best friends who I haven’t seen in months either. Then Saturday 2/27 in the morning we were going to drive down to Miami to spend the night with another one of our friends, as well as one of my friends from college was going to drive down from Ft. Lauderdale to spend the day with us as well. We had this entire weekend planned out something I saved my money for, and was really looking forward to spending the weekend with so many people I haven’t seen in awhile.
Then I got to the airport.
The plane got delayed 45 minutes due to maintenance issues. When the rest of the Northeast had delays and cancelations due to weather, it’s just my luck that maintenance was the reason for my delay. We eventually boarded, and began to go down the runway when the generator blew and the plane pulled up before we took off. We went back to the gate and got off the plane. All passengers were confused and they had no spare planes to take us. We were informed that maintenance was going to work on fixing the issues and the flight was temporarily rescheduled to leave at 2pm. I received a $5 lunch voucher and sat there for a few more hours.
Around 1:00PM-1:10PM it was announced that the plane could not be fixed and that the flight was canceled. Of course all the passengers were angry, especially when they said there were no available flights to south Florida the rest of the day. I waited online and tried to book the earliest flight out on Saturday 2/27 to either West Palm or Ft. Lauderdale and they had no flights available. The earliest flight was at 2:45PM to West Palm which I tentatively booked just in case I decided to still go. Then I left for the metro to head back to my apartment, annoyed at what transpired.
When I got home I called US Airways customer service to cancel my flights and to ask for a refund. I felt the entire weekend was ruined at that point and just wanted my money back so I could figure out a weekend in the future I could try to go down and visit everyone. I spoke with a customer service rep who said they could not handle this situation, and then after waiting for 10 minutes was put on the line with David, their supervisor.
I politely explained my whole situation to David how that morning I had a flight and due to maintenance issues it got delayed and eventually canceled and I tentatively rescheduled for the next day just in case but decided to just cancel everything. I wanted no additional compensation, and was very polite in explaining the situation, and all I asked for was a full refund.
He said NO!
He said he would gladly refund my flight down to West Palm because of the maintenance issue, but since I booked two one way trips since I was leaving from a different city, and that flight wasn’t technically affected from the maintenance issue, he would not issue me a refund for the flight from Miami back to DC.
Of course I did not understand, especially since my flight back was directly affected by the maintenance issue. I had no use for the flight back from Miami if I could not get down to Florida in the first place.
He then proceeded to tell me that there was 2:30PM flight on Friday that I was not on and asked why not. I said you must have been mistaken, the 8:30am flight that had maintenance issues was pushed back till 2PM and was eventually canceled because they could not fix the plane, there was no 2:30PM flight. He said there was and that my name was recorded as being a no show. Of course I proceeded as telling him that this was the first time I’m hearing about this flight that must have been put on last minute after I already left the airport after hearing my flight was canceled and that if I knew about it I gladly would have been on it. But I never new about it and had no idea why my name was recorded as a “no show” like he mentioned since I booked a different flight for Saturday.
At this point I’m beginning to get really agitated and the David began telling me that I’m wrong, and I felt completely insulted and was being attacked by this supervisor when, not me, not the weather, but the US Airways plane was the issue. I felt like he was handling the situation terribly, make it seem like I was to blame, that it was my fault and refused to give me a refund on my flight back from Miami to DC.
After 45 minutes of dealing with this I had enough and eventually hung up, and called AMEX to dispute the charge and explain what happened. I had never been treated so poorly from a customer service rep, and could not believe how I was being addressed. All I wanted was my flight back to be refunded as well so I could look for a future date to try to head down, and instead I felt like this supervisor and US Airways was screwing me over and there was nothing I could do.
I understand stuff happens, and as annoyed as I was about the plane issue and my weekend being ruined, I just wanted my money back and to move on. What I thought was a simple 5 minute process turned into a 45 minute ordeal with me being screwed over in the end.
I have had many positive experiences with customer service reps from other companies in other industries and was shocked at the level I was treated in this situation. I hope no other customer had to deal with what I went through, although unfortunately I don’t think that’s the case. Hopefully if other people were in a similar situation and were screwed they could feel safe to voice their opinions so change can be made.
Video of My Rant about US Airways Poor Customer Service
I have a couple of suggestions. First, stop being a whiny little pussy and be grateful that you didn’t actually take off in an aircraft that had a mechanical issue. This has guaranteed you the ability to waste your time, and a supervisors time one more day! FYI, since you were “trying” to save money by booking two “one-way” tickets this put you in a situation where no major airline in the USA would have refunded the return flight. It’s just that simple. Funny how you left out the part about what AMEX thinks of your tricky booking on US Airways. Next time book normally and for the time being let your anger go and be glad that your safety takes precedence over partying with friends and seeing “grandma”.
First off. “Smart Traveler”, I hope you are Craig’s friend and your comment was a joke. In case it wasn’t, since when is it “tricky” to save money? If it was cheaper to buy two one way tickets than it was to buy a roundtrip, most “SMART TRAVELERS” would jump on the opportunity to save a few bucks.
Now to Craig – Screw the airlines dude! I’d be pissed too. They suck and it is no secret that their customer service is far worse than all of the big banks combined.
The airlines are extremely incompetent at handling their customer base. The same customer base that has no choice but to fly with them, and the same customer base that bailed them out because they suck THAT bad. (ALL airlines)
I don’t fly that much but out of the dozen or so times I have flown, I have had more bad experiences than good.
So yeah Craig, you should be thankful that the plane never took off, but you still have every right to be pissed about how you were treated. You lost money, and anyone who doesn’t get pissed about that has issues.
I have an idea Craig. This might cheer you up bro. Go to southparkzone.com, go to season 5 and check out The Entity. It’s a bit crude for the easily offended, but the point that it makes is that it is better to “do that” than deal with the airlines.
Sorry to hear about your trouble dude! I’m sure grandma really wanted to see you.
Brad ´s last blog ..Manage Your Money: Wants Versus Needs
Hey Brad, do you know what a commodity is? Well look it up and remember, the airlines today are just that, a commodity. You want to get from point A to point B safely…no one “owes” you cheerfulness, a blanket, free food or whatever most of the traveling public “thinks” is owed for their purchase of an airline ticket.
Since 9/11, and other terrorist events, you may as well change your name to Mohammad if you think trying to circumvent “round-trip” pricing by buying 2 one-ways will work. The airlines SHOULD restrict their refund policy.
Dude, You bought 2 ONE WAY TICKETS. Of course they’re not going to refund your money and honestly they shouldn’t. You took that risk when you bought 2 separate tickets, airline tickets are ALWAYS non refundable. The flight that was canceled ABSOLUTELY DID NOT effect your return flight, especially not from a legal standpoint (and yes I am a lawyer), IF you had bought a round trip ticket they definitely would have refunded your return trip because you bought the tickets together. Your argument is not sound at all. and all the other people just agreeing with you pissed me off to the extent that I had to comment. I hate the airlines as much as the next person, but wen youre wrong, youre wrong, and extremely unjustly self entitled, I feel bad for the poor customer service person that had to listen to your bullshit.
See Brad? “Annoyed” is a smart person. You and your friend should take note.
We had the SAME situation a few years back with Delta. They canceled our flight, but didn’t tell us that they had booked us on another flight one hour later.
We rescheduled our flight for the next morning at 6:30 AM, and asked them to reimburse us for the overnite stay at a nearby hotel.
They didn’t charge us extra for the new flight, but they didn’t pay us for the overnite either, since we had been rescheduled.
Why they didn’t tell us about the rescheduling on the night of the cancelation remains a mystery to this day.
Your situation is of course worse since you paid for a flight you never took.
Kevin@OutOfYourRut´s last blog ..How Much Money Can You Save by NOT Eating Out?
Smart Traveler: Yes I know what a commodity is but do not think that because we “need” to travel that customer service should be thrown out the window? It sounds like you think we should just walk the line and be grateful regardless of anything and everything around us. You can cuddle up to the airline tit if you like but when I spend my hard earned money I expect to be treated as a paying customer.
Now I am not saying that the airline should refund the return trip airfare, but I do not blame someone for trying to save a buck when airline travel is as grossly over-priced as it is. You sir, MUST work for the airline, or are TOO smart for your own good.
Brad´s last blog ..It’s Your Money, YOU Spend It!
Oh Bard, now you must know better than that…to say airline travel is grossly overpriced, yet none of the airlines make a profit! Or have you considered what it’s like working in aviation’s customer service dept. and having to deal with dozens of “Smart Travelers” whining all day, day after day? I’d be willing to bet that you would lose your Betty White cheerfulness within a week. And I will tell you what, I tried suckling on the teets of airlines past, but that petroleum aftertaste is just so unpleasant! So on that note let me just make one more, grand “I AM too smart for my own good” statement. Here’s to continued consolidation of the airline industry. May there only be 4 carriers! Cheers!
US Airways is possibly the worst airline in the sky. They act as if you owe them a living. Fly with Southwest, absolutely the nicest people in the air. Their customer service has really worked with me when I needed help and has gone FAR beyond what I had a right to expect.
I like Southwest! They are great, USAir went downhill when they integrated with the America West hicks…talk about poor attitudes. PHX SUX lol
@Smart Traveler I respect your opinion even though you are just attacking me in my situation. I had no intentions of trying to “game” or screw over the airlines. In fact, I believe it’s more expensive to book two one way tickets than a roundtrip ticket. The reason I did it like that was because I happened to be flying into one city, and was leaving from another. It’s probably my own ignorance but I never knew about the Multicity purchase option, something I hadn’t considered cause it was not known to me. Make fun of me for that if you like, honestly I’m not the only one who didn’t realize that was an option. Either was I know that under technicalities and TOS that I am wrong based on legal matters. But the fact of the matter is the company should put the customer first. Airlines in general tend not to, especially US Airways. I have had many others complain on similar and other reasons regarding US Airways and nothing was done about it either. I didn’t want compensation, I wanted to be in Florida. I used a vacation day, planned a great weekend, and wanted to see it through obviously. I understand stuff happens, but this was on the fault of US Airways, Not mine, not due to weather, just on US Airways. I waited around for hours only to find out the flight was canceled, made alternative plans just in case (which because they were so booked ended up being pretty bad options) and then left. If there was a last minute flight that was somehow managed, I never knew about it, and of course missed it. Not even sure how my name got on the list. Either way, I don’t think it’s wrong for me or any customer to just want a refund or a voucher, neither which were offered. Bottom line is regardless of small fine legal print, the company should look after its customers when they make a mistake. Other industries and stores handle customer service much better, for some reason the airline industry, especially US Airways does a poor job.
@Croeso I have traveled Southwest before and had a very good experience, I agree they are better.
@Brad Thanks for defending me. I know that legally I am wrong, but the bottom line is like you say, companies should look after the customer.
@Kevin Thanks, sorry you had a similar situation too. Just sucks when you have all these plans set and then something out of your control happens and you get screwed in the end.
@Annoyed Companies should do right by their customers, not put small print details in which can hurt them. Sure legally they are not liable, but does that make it right? They get bad press all the time like this for similar situations. Imagine they did the right thing to me or someone else. I would have wrote a post praising their customer service, that would have been up on consumerist.com and now there is a completely positive perception about them instead of the same ugly one we always see. Sometimes it should be about doing whats right.
You know guys, in all seriousness, whether it’s Southwest kicking a fat person off of their flight or a pissy USAir service rep…this crap happens all the time, at every domestic airline. Put your experiences in perspective, and give a quick thought to Haiti or Chile. Seriously…your friends and grandma will be just peachy until your next visit.
If something like this every happens again ask for a manager. Usually a manager will be more helpful. Honestly I’d try calling again, explain the situation and if you go nowhere talk to a manager. If you’re not informed you are on a flight you can’t be expected to be on it.
Also, as much as possible you want all of your flights to be linked. I’ve had friends book international flights out of a major city and a seperate flight to get to the major city. If the first flight gets canceled the international flight is forefighted. Multi-city is your friend in the future if you do a similar flight.
USAir did the right thing here..they dont owe him a refund for the return trip..If he had booked a roundtrip reservation it would be different..he didnt mention how much he paid for the return ticket (my guess is $69) so he was trying to be cheap and it backfired on him..USair is correct..the florida to DC flight had nothing to do with his outbound flight..He sounds like one of those complainers typical on this route that want everything for nothing..(plays violin) boo hoo..next time buy a roundtrip ticket.
Right on Rick! Craig, you were trying to save money and go against (ANY airlines) company policy by purchasing 2 one-way tickets. No refunds for trying to swindle the system. I guess I shouldn’t be surprised by your poor attitude here on your blog though…I mean come on! Look at the color you chose to paint the room you shot your viceo from!! Did you save a few bucks on paint as well?
@Rick I acknowledge that my lack inexperience with not booking a multi-city is something to consider and like I mentioned earlier USair is technically right by law and their rules and policies, nothing which I dispute. But the fact of the matter is their plane broke and regardless of loopholes and fine print, a company should look out for their customers first and help them out when they mess up. Not turn around and say sorry, you’re screwed. Now if they don’t care about customer service like a bunch of airlines do, then they do what they do. But if you by an item from a store, and for whatever reason don’t want it and now want to return it even if it doesn’t fully meet the return guidelines, the company will still take it, because it’s the right thing to do by the customer. I’m confused with where you think 2 one way trips would be cheaper. My one way return flight was $257, it would have been cheaper to book a round trip and I opted for 2 one ways because I was unaware of the multi-city option. Call me stupid if you like fine, but I wasn’t trying to screw them out of money. I would love a voucher, a way the company still makes the sale and I can still get a flight, but that was never an option either.
@Smart It cost me more money to book 2 one way tickets than to book a roundtrip ticket, $257 to be exact I lost. There was no trying to swindle the system like I previously mentioned to you earlier, just wanted to get down there and get back. I do not have a poor attitude, and if you lost money and a vacation day, you probably would be upset to. I would love a voucher as well, that way the company still makes the sale, and I just get a new flight, although that was never an option. Like stated before, my lack of knowledge of a multi-city option is my own fault, but that doesn’t mean a company should look at loopholes and fine print to not help out a customer. I have heard worse stories than mine regarding USair and their customer service department. Not really sure what my choice of paint color in a room means, but then again it’s easy to attack someone behind a fake name, email address, and lack of a picture.
The US AIRWAYS saga continues……they could not understand why a CVG to ATL flight would be affected by an international flight from ATL being delayed for 5 DAYS. Actually suggested I just go and wait for the 5 days til my international flight was able to take off…..what a bunch of hooey….NO ONE COULD DO ANYTHING>>>>>>>> or so they said.
Die Webseite gef�llt mir sehr. Vielen Dank f�r eure Arbeit. Weiter so!
Liebeshoroskop,Partnerhoroskop;Tageshoroskop´s last 1 ..1
Woah this weblog is magnificent i love reading your articles. Keep up the good work! You realize, a lot of individuals are searching around for this info, you can help them greatly.
Parramatta Sofa Cleaning´s last 1 ..1