noflyingfan
02-01-2005, 09:05 PM
So, I posted many many times yesterday about my boyfriend's trip and my stress about it. Turns out he wasn't really as stressed as I thought he'd be, but he does have some complaints about USAirways. Does anyone know who he would contact there about his complaints?
I've only heard bits and pieces, because I have only talked to him for a few minutes at a time between flights and to make sure he got there and everything. Luckily, they didn't really really mess things up, they were just rude to him, after cancelling a flight without so much as a "sorry for the inconvenience."
First, they cancelled his flight from Philadelphia to Williamsport last night. Okay, it happens. But they also said they would book him on the first flight today, and they didn't. He was pretty upset about that, because this trip isn't a fun thing for him. He booked this trip in a hurry to take in a hurry so he could be with his family after the death of a family member. He still had a long way to drive after his flight was over, so the fact that they put him on a flight three hours after the first flight really irked him.
I understand that airlines do this stuff all the time, and yeah, flights have to be cancelled and whatnot, but it would be nice if they would remember that their passengers do have important things to do outside of flying. He paid a lot of money to fly with them; the least they could do is be courteous when they inconvenience him.
However, they weren't courteous, especially in Philadelphia. He has only flown once before, so he's not really familiar with airlines and whatnot. So he didn't realize he was flying USAirways Express, not USAirways. When he realized he was in the wrong place and needed to go to a different terminal, he asked someone at the USAirways desk where he should go, and she curtly gave him unclear directions. So he asked her to clarify, and she gave him a Look and rudely said, "sir, listen to what I'm telling you," and proceeded to patronizingly give him directions.
So he got to where he was going and had a lot of time to kill, but because this wasn't his original flight and they'd given him so much attitude every step of the way, he wanted to make sure everything was in order for him to get on the plane. He went up to the gate agent, held out his boarding pass and said, "I just want to make sure I've got everything I need." The guy didn't even look at the boarding pass and told him he was fine.
So it comes time to board, and the same gate agent won't let him board. Says he needs a ticket or something, something beyond the boarding pass. My boyfriend says, "you told me yourself, two hours ago, that this is all I need. I am getting on this plane." The gate agent shuts the door and says no. My boyfriend told him, "you told me this is all I needed, this is your mistake, now you fix it, because I am getting on this plane." So the gate agent says, "okay, we'll look you up." So he looks him up on the computer, and without a word, opens the door and lets him on. No "sorry for the inconvenience," not even an "okay, you're all set." Just opens the door.
He said everybody on that last flight was complaining about USAirways. One family of seven had had to find a hotel last night -- they hadn't gotten a phone call about the cancelled flight; they had to find out when they got to Philadelphia and go out and find a hotel that night. There was an elderly woman in the same situation.
There's more, but I don't know all the details. Basically, they were just rude to him every step of the way, without an "I'm sorry" for the inconvenience he encountered because of the cancelled flight.
Again, yeah, flights get cancelled, and sometimes passengers need to be inconvenienced. But it is the treatment they receive from the airline that determines whether or not they fly with them again, and if USAirways treats all of its passengers with the same indifference they treated my boyfriend, it's no wonder they're bankrupt.
I've only heard bits and pieces, because I have only talked to him for a few minutes at a time between flights and to make sure he got there and everything. Luckily, they didn't really really mess things up, they were just rude to him, after cancelling a flight without so much as a "sorry for the inconvenience."
First, they cancelled his flight from Philadelphia to Williamsport last night. Okay, it happens. But they also said they would book him on the first flight today, and they didn't. He was pretty upset about that, because this trip isn't a fun thing for him. He booked this trip in a hurry to take in a hurry so he could be with his family after the death of a family member. He still had a long way to drive after his flight was over, so the fact that they put him on a flight three hours after the first flight really irked him.
I understand that airlines do this stuff all the time, and yeah, flights have to be cancelled and whatnot, but it would be nice if they would remember that their passengers do have important things to do outside of flying. He paid a lot of money to fly with them; the least they could do is be courteous when they inconvenience him.
However, they weren't courteous, especially in Philadelphia. He has only flown once before, so he's not really familiar with airlines and whatnot. So he didn't realize he was flying USAirways Express, not USAirways. When he realized he was in the wrong place and needed to go to a different terminal, he asked someone at the USAirways desk where he should go, and she curtly gave him unclear directions. So he asked her to clarify, and she gave him a Look and rudely said, "sir, listen to what I'm telling you," and proceeded to patronizingly give him directions.
So he got to where he was going and had a lot of time to kill, but because this wasn't his original flight and they'd given him so much attitude every step of the way, he wanted to make sure everything was in order for him to get on the plane. He went up to the gate agent, held out his boarding pass and said, "I just want to make sure I've got everything I need." The guy didn't even look at the boarding pass and told him he was fine.
So it comes time to board, and the same gate agent won't let him board. Says he needs a ticket or something, something beyond the boarding pass. My boyfriend says, "you told me yourself, two hours ago, that this is all I need. I am getting on this plane." The gate agent shuts the door and says no. My boyfriend told him, "you told me this is all I needed, this is your mistake, now you fix it, because I am getting on this plane." So the gate agent says, "okay, we'll look you up." So he looks him up on the computer, and without a word, opens the door and lets him on. No "sorry for the inconvenience," not even an "okay, you're all set." Just opens the door.
He said everybody on that last flight was complaining about USAirways. One family of seven had had to find a hotel last night -- they hadn't gotten a phone call about the cancelled flight; they had to find out when they got to Philadelphia and go out and find a hotel that night. There was an elderly woman in the same situation.
There's more, but I don't know all the details. Basically, they were just rude to him every step of the way, without an "I'm sorry" for the inconvenience he encountered because of the cancelled flight.
Again, yeah, flights get cancelled, and sometimes passengers need to be inconvenienced. But it is the treatment they receive from the airline that determines whether or not they fly with them again, and if USAirways treats all of its passengers with the same indifference they treated my boyfriend, it's no wonder they're bankrupt.