kittenmommy (kittenmommy) wrote in bad_service,

Horrible Experience on US Airways!

Here's the letter I've just written to US Airways CEO Doug Parker (minus any identifying information):

Dear Mister Parker,

I am writing to tell you about my awful experience on US Airways on December 31, 2012. My husband [kittendaddy] and I were on Flight [some numbers] leaving from [Our Local Airport] and landing in [Another Airport], and then we continued on to [Yet Another Airport] (our final destination) on Flight [more numbers]. Our confirmation code was [a mix of letters and numbers].

The night before our flight, I went to your website to check my baggage and pay the baggage fee which was $20 per bag. I paid with my Visa.

When we arrived at [Our Local Airport], I learned that our bags weren't in fact paid for and that your website had given me Priority Boarding instead, which we didn't want. I asked the woman at the check-in counter if we could get that fee refunded, because we didn't want Priority Boarding. She said, "No, I can't do that," and as I told her again that your website had made a mistake and that I didn't want Priority Boarding, she turned and walked away from me while I was still talking to her.

So, I approached another woman at the check-in counter and was told the same thing: "No, I can't do that.". I said, OK, then, what are you going to do to make me happy about this? and she just reiterated that it's US Airways' policy that the Priority Boarding fee is nonrefundable. She made absolutely no effort to apologize or make us happy.

As I walked away from the check-in counter, I spotted the first lady and told her that I didn't appreciate her rudeness when she'd walked away from me while I was still talking to her. She said in a very nasty tone, "I walked away because I was done talking to you. I have more important things to do.". I asked her for her name, which she first refused to give me (she actually covered up her name badge, too!). Her name is Robin, but she refused to give me her last name, and in fact she demanded to know my name so that she could report my rudeness to the airline. I gave it to her happily and told her to go ahead and report me… maybe US Airways will put me on some sort of no-fly list, which suits me fine since I never intend to fly US Airways again anyway!

So, for forty bucks, you've lost two customers forever. Don't spend it all in once place, OK?



ETA: US Airways' response:

Dear Ms. [kittenmommy]:

Thank you for contacting Customer Relations at US Airways. We appreciate this opportunity to respond to your concerns.

The Customer Relations Office responds on behalf of Doug Parker and our Corporate Officers. Our office is not only empowered to respond to the needs and concerns of our customers on their behalf, but also shares those comments with the appropriate management teams. This method has proven very successful; in fact, many of our current policies, procedures, and positive changes are a direct result of customer feedback.

I tried to get in touch with you twice today at 2:50pm and again at 4:41pm, Arizona Time and left you a voicemail each time. I'm sorry I didn't get the chance to talk about this with you.

I’m sorry for any difficulties you experienced while using our website for check-in. We are constantly working to make our site both current and user-friendly. I realize it must have been frustrating when it did not work as expected. I appreciate your feedback and have shared your comments with our Webmaster.

I understand the way you are treated can affect your impression of our airline. Based on what you’ve said, it is clear our employee’s response to your request for a refund of the PreferredAccess fee didn’t reflect the friendly and professional service we expect as a company. I’m sorry you were disappointed with this interaction.

PreferredAccess allows for a faster, more convenient airport experience. With PreferredAccess, US Airways’ passengers can skip the line and check in at designated priority ticket counters, sail through security and be among the first to board.

Our records indicate that you were among the first to board your flight from [Local Airport]. I'm sorry I'm unable to honor your request for a refund of the PreferredAccess fee. Per the terms and conditions of PreferredAccess, the service is non-refundable.

We appreciate the time you took to contact us regarding this matter. Above all, we appreciate your business and look forward to serving you on a future US Airways flight.


Tiffany Whitt
Representative, Customer Relations
US Airways Corporate Office

Well, yeah, of course were among the first to board the plane; after all, we'd paid for the service and it was non-refundable, so we were damn well going to use it!

Jesus, it's just unbelievable!
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