Winging It

I guess my story pales in comparison to some, but I tried to check in for my Monday AM (3/5) flight to Toronto on Sunday night and after several tries without success contacted an agent via web chat. This agent had no idea what was going on. She could see the reservation, but said I had to go to the airport to check in for "security reasons." What a joke. I find out today that it is their own reservation system. Typical US Airways - no communication with the customers. It did take 15-20 mins longer than normal to check in at Terminal F this morning. The guy in front of me had to stay over a night because they could not re-route him in the system.

Whatever vendor (or in-house people) responsible for this should be publicly exposed. Banks like MBNA and Bank of America can convert their much more complex platforms seemlessly, other airlines merge...so what is the problem and who is responsible? But this is typical US AIR...the management team is woefully inept, the agent and baggage workforce surly and uncaring. Thank God the mechanics are the only people with a clue, the planes seem to stay up. I predict the next bankruptcy in fall 2008, this will be the one to sink the company forever. Hopefully, more gates and better service from Southwest or Delta.

I was flying from Nashville to Philadelphia on US Airways three weeks ago and was very early for the flight. I was casually discussing the status of the airline with a ticket agent. She said to me that March 4 would be the day NOT to fly USAirways, explaining the pending computer switches, etc.

I flew the airline 114 times last year and 20 times so far this year, so I've mentioned what I heard from this ticket agent to numerous other USAirways reps in different cities and all agreed, thinking that these days after the switch would be rough.

If the airline contends this came as a surprise, they are simply not telling the truth. Front line, passenger-facing personnel knew weeks ago that this would be a major issue. How they reacted so late, sending in more workers throughout the day, is beyond me.

I hope it gets resolved for my Wednesday flights.

Let me give you an example of what you can expect on a US Airways flight!
On May 26, 2007 my husband and I were returning from a Caribbean vacation. Upon disembarking US Airways flight 1051 Ft. Lauderdale to Charlotte, NC 2 pilots and a member of the flight attendant staff were positioned at the exit. As I advanced down the aisle the pilot stated loudly and directly to me, "Ok, everbody off. Let's move it. Let's go, 'hoochie mama', move it", at which point he began to slap the co-pilot on the back, after which each of them exploded into uproarious laughter. This was overheard by my husband, the flight attendant and several members remaining in first class removing carry-ons from the overhead.
Needless to say I was humiliated and totally caught off guard by this verbal and sexually assaultive behavior by the flight team lead. I mean, if something goes wrong in flight, this is the go-to person. Right? Think again!
My husband and I are professionals in our mid-40's and were both shocked and disgusted by this behavior.
I have made 2 formal complaints to US Airways complaint center. To date, I have not received a response and do not expect to. In the mean time, I have made complaints to my state senator, Senator John CcCain's office, the Arizona Attorney General's office, the Consumer Protection Bureau, etc, etc, etc.
Most recently, I have been instructed to report this issue to the Department of Justice, which I am in the process of doing.
My advice to anyone who has suffered questionable ticketing practices, or other such fraudulent complaints, report them to the Department of Justice or the US Attorney General's office. Stop settling for poor service. Let it be known, this is a consumers' market! And whatever you do, if at all possible, stop flying US Airways!