Consumer Affairs has come through for me again. This is third time I've written time in three years. This time I wrote about a three hour delay due solely to a maintenance problem -- no air traffic problems, no weather problems, nothing. I requested to get vouchers for the cost of that one way, $75 for both my wife and I.

Within a week they replied and sent me two $100 vouchers! I specifically asked for $75, that was surprising, to get MORE than I asked! In any case, I am very pleased.

Caveat; I'm sure it didn't hurt I'm very good at writing complaint letters (I practice all the time even though I don't usually send them), I'm Chairman's Preferred, and as a PS on my note I listed briefly all sorts of other bad experiences (all minor) I've had on USAirways this year that I never sent in a complaint about.

So the moral of the story: it doesn't hurt to write.. I've written three times to USAirways and each time gotten what I requested (or more). So it doesn't hurt to write if you have a real gripe. Be reasonable and be polite is my only advise.

<rant on United>
I wrote twice to United and both times was called a liar 'Our records show that flight left on time.' That's why I'm anxiously waiting a merger decision so I can book flights for next year on the right airline, which is not United.
</rant>

Congrats dg1! I think being nice goes a long, long way. Great advice!

About 2 weeks ago on the phone with a US rep explaining my problem about a flight I was on that had was moved up to leave 3 hours earlier. Normally I wouldn't mind leaving early but I was already in the dog house with my wife because I had us leaving a day earlier than we were supposed to and the time switch made it that much worse. The phone rep said because I was being nice, that she would change my flight to another flight leaving almost 24 hours later. (The one I wanted in the first place) I'm not sure if she was supposed to do that but she did and it didn't cost us $75 for my wife or I and we still had our FC upgrades (20,000).

Another instance about 4 weeks ago occurred when my wife and I trying were traveling home 6 hours earlier than expected. We joked with the Desk Agent who had just saw me drop off a friend 2 hours earlier. Well that paid off. Even though the flight in FAY and CLT were full, she confirmed us all the way to ORD because she said we were being nice and fun. She said if were mean or rude, she would make us fly standby in both spots. She was smiling when she said and wasn't meaning to sound arrogant but I understood what she meant...she appreciated us being nice and not a pain like most travelers I see.

[This message has been edited by JetTroop (edited 11-01-2000).]

Great, dg1. I have found US super accommodating to legitimate argument about problems, much more so than, say, UA!

On a slightly different note, I have found US to be quite accomadating in making last minute changes if there are/may be weather/traffic problems.

For example, I was flying early afternoon PIT>PHL>BTV. When I got up the morning of the flight, I checked the weather and realized that a major storm was due to arrive in PHL about the same time as my flight from PIT. I called the Gold reservations desk and asked to be changed to earlier flights. They put me on a flight that was leaving in about 90 minutes, but waived any change fees saying that they preferred to accomodate people in advance of a problem if possible.

I have done similar last minute reroutings when there are major air delays in the Northeast. They were willing to rebook me through PIT where possible rather than send me into the maelstrom that PHL sometimes becomes.

The main thing is to be pleasant, rational and realistic when dealing with the folks at US.

I will say that time and time again (and maybe I'm lucky) but I run onto the nicest customer service on US. Maybe it's my Gold status, maybe it is because I try and treat everyone with respect.

My sister and I are trying to give my mom and stepdad tickets to Paris for the holidays. I'll be using my miles for one ticket and my bro-in-law will be transfering Amex points to his US account for the other. I was on the phone with international awards the other day, explained what we were trying to do and thanked the agent for helping me work out dates, flights, times, seat assignments, etc. The agent's response: "Well, Mr. Geo, given the amount of time you spend on our airplanes, the LEAST we can do is work with you when you want to use your miles. You and I will stay on the phone until we get what you want..."

And we did. We got the flights we wanted on the dates we wanted. http://www.flyertalk.com/forum/smile.gif

[This message has been edited by geo1004 (edited 11-01-2000).]

Hooray to most flight attendants as well.
Besides customer service I also have encountered very often nice and accomodating flight attendants especially on trans atlantic in all classes and in first on US flights.
Latest experience which made me very happy:
The god of the small things or how little things matter. I was flying coach from FRA to PIT last friday on a way to a wedding of a friend in CLE. I had a suit in a dufel bag with me for the wedding. After putting myself into my coach seat I approached the flight attendant and nicely asked if she could hang up the suit. At first she asked the main purser if there would be a compartment in coach which I know there is not. I very nicely explained to them that I know it is a favour and that I am Gold Preferred and I am just asking to maybe hanging it up in the large Envoy compartment because it was for the wedding the next day.
The purser directly responded with taking it and saying a suit for a wedding of course we will help you out with that and hang it up in the Envoy class compartment. That little action and bit of understanding made my flight and shows the impact little things which cost nothing can make on keeping a customer happy.

Hooray to most flight attendants as well.
Besides customer service I also have encountered very often nice and accomodating flight attendants especially on trans atlantic in all classes and in first on US flights.
Latest experience which made me very happy:
The god of the small things or how little things matter. I was flying coach from FRA to PIT last friday on a way to a wedding of a friend in CLE. I had a suit in a dufel bag with me for the wedding. After putting myself into my coach seat I approached the flight attendant and nicely asked if she could hang up the suit. At first she asked the main purser if there would be a compartment in coach which I know there is not. I very nicely explained to them that I know it is a favour and that I am Gold Preferred and I am just asking to maybe hanging it up in the large Envoy compartment because it was for the wedding the next day.
The purser directly responded with taking it and saying a suit for a wedding of course we will help you out with that and hang it up in the Envoy class compartment. That little action and bit of understanding made my flight and shows the impact little things which cost nothing can make on keeping a customer happy.

I've had the same experience. I wrote seeking about $225 in compensation for unforseen hotel and car rental expenses that I thought were their fault. After they spent a page telling me how they are not responsible for such expenses and were denying them, they then went on to send me $400 worth of travel vouchers (a $100 voucher for each of the 4 passengers on the itinerary). So, again, they offerred up more than I asked for. I'm Gold Preferred and right a good letter too, but I think they just have good customer service.

Originally posted by BeantownFlyer:
I'm Gold Preferred and right a good letter too, but I think they just have good customer service.

Hey BeantownFlyer, don't you mean "write" a good letter. http://www.flyertalk.com/forum/redface.gif

(sorry, couldn't resist) http://www.flyertalk.com/forum/wink.gif

Given the good vibes (except for Mr. SpellChecker above http://www.flyertalk.com/forum/smile.gif) just one fair warning -- don't expect as much from United, even at our corresponding levels in their food chain... All good things must come to an end it seems!

geo, oh yeh duh, I guess I do!

if we're giving accolades, I've had a very pleasant experience on this airline- twice the shuttle screwed up with coupons and took them in NY and should not have- when at DC they asked for them again on another flight segmenbt- I complained nicely but firmly and US AIR responded with upgrade coupons in excess of what I asked for - I also broke my shoulder last month and this airline was terrific in accomodating me - United??? puleeze - I will never fly it

Way to go Max, but how 'bout some of those Brand "X" carriers? Will this approach work with those too! http://www.flyertalk.com/forum/biggrin.gif

Well I have to disagree with United CS. I use there email frequently and have never been disappointed. Received 2 upgrades, and 2 $200 vouchers.. for writing about complaints that cost me time and not money.. they did state they "could see from my letter why I would be upset".
I do agree there are some bad people in United Customer Service, but I have seen a positive change in the last year....(customer service, not on time or performance)...

Just my 2 cents as a 1K and a past Chairman's Prefered.

I sent them 3 letters in the spring about 1) a problem with different billing/delivery addresses on the usairways.com site, 2) waiti ng 40 mins. for a gate at PIT and 3) outstanding service from an FA, and got a $75 coupon.

Unfortunately I have to go to SEA to use it (a border and 130 miles away) and can't use it towards webiste purchases. http://www.flyertalk.com/forum/frown.gif

Let's not get into the defeciencies of the website here terenz.. this thread could go on forever then! http://www.flyertalk.com/forum/smile.gif

As per Untied (intentional spelling) customer service, I must admit my customer service experiences with them come from 1998 after which I swore to never fly United again (and never did, so they went out and bought my airline, heh). So YMMV!