a330300
Sep 8, 02, 3:03 pm
Rarely do I take the time to write a complaint letter, but this one had me mad...would appreciate constructive criticism and correction of anything I may have said incorrectly.
To Whom It May Concern:
I was traveling on September 3, 2002 from LGA-DCA-PHL-SFO with my sister, xxxxxx. Our PNRs can be pulled up using xxxxxx and xxxxxx, respectively. Our LGA-DCA flight was uneventful, and we arrived back at the airport for our flight to PHL. Around 20 minutes prior to departure, the aircraft occupying our gate pushed back for departure, and our aircraft arrived a few minutes before our scheduled departure time of 1159am. After crew changes were completed, we were notified of a hydraulic issue with the aircraft and were given a delay time of 20 minutes. Everyone stood by calmly while mechanics ran through checks on the right engine. That 20 minute time passed, and when other passengers questioned the delay, they were told rudely that there was no information available and to sit down and wait. I began calling US Airways reservations to obtain alternate flight information, and a friendly agent relayed to me that the flight was delayed further, and that a 1:15 departure to CLT would arrive in SFO only about 45 minutes late and was available. She advised me, however, that my reservation was under airport control and that the agent would be able to change flights for me. I spoke to one of the agents working at the cluster podium for 23/25 and she advised me that because I was using a Z class ticket, no change to routing would be allowed without a $100 change fee and that rule 240 would not be valid for the reservation because it was a free ticket. She refused to change anything until the flight was cancelled. All she promised was protection on the next PHL-SFO flight which was over 3 hours later.
The reason I am writing to you today is because I believe I was blatantly lied to and did not receive appropriate customer service under these circumstances. I inquired about the CLT flight option at around 1:10, and with a departure time of 1:45, we may have had to run to the next concourse, but would have made the flight nonetheless. Instead, other passengers on our flight were reaccomadated on a 1:45 PHL flight (including some to SFO), while my sister and I were left at the podium because agents were more keen on getting their YYZ and MHT flights out ontime. I find it interesting that someone with a degree of interest in our situation (Mr. Sodolo) helped us after all the flights had left (imagine the thoughts running through my mind with agents shouting "last PHL pax coming, hold the bus" while standing at the podium with an open PNR on the screen...). Amazingly, he was able to change us to a PIT flight WITHOUT a $100 fee! Then again, that's what's supposed to happen according to Appendix I of the customer service commitment outlined on USAirways.com which reads
"When your flight is cancelled or delayed to the extent that you will not make a connecting flight, we will work with you to provide the best alternative available to allow you to continue your travel plans. Whenever possible, US Airways will reroute you on the next available US Airways flight to your ticketed destination. In some situations you may be rerouted on another airline or offered ground transportation in the form of a bus or limousine to your destination. "
What boggles me further is that our flight never was cancelled and left later that afternoon.
Granted, since the original flight was just delayed, a 1:10 departure would mean a 2:16 arrival in PHL...perfect! Just enough time to do a passenger transfer from the tail of the Dash 8 to the wing of our A321 sitting on the taxiway, which again leads me back to the customer service commitment- The agent knew we would misconnect and did not do anything about it. Did not check the flight to see if it had Z class availability, was open, nothing. Just told me that the flight would have to be cancelled for me to do anything. At that time, I probably knew more than the agent, as no announcement was made for over an hour...
"We commit:
To provide you with the most current information available to us regarding delays, cancellations or diversions every 15-20 minutes via announcements and/or flight information displays at the airport until the aircraft has left the gate."
No announcements, and our flight was bumped off the listing after our departure time came and gone.
In this day and age, I would expect someone working for a financially troubled carrier (or the subsidiary of one, in this case, Piedmont) to do everything in their power to ensure that a customer gets to their destination as quickly as possible, both for customer satisfication and loyalty. What I received were blatant lies and frankly, stubborness or laziness on part of the agent working the flight. As someone who is deeply rooted in the aviation industry, I understand that mechanical delays happen. I also understand what agents are able and unable to do in certain circumatances (Rule 240, FIMs, and whatnot). Sure this was an award ticket and there's no reason to FIM over to the happy agents across the hall at the AA and UA podiums, but I think a switch to another company flight would've been appropriate.
I think that at the very least, an apology is in order as I never received one that day. However, if US Airways intends on keeping my business in the future, something above and beyond a form letter apology would be appreciated, perhaps an incentive to choose US Airways over other competition for future travel from the SFO arena? (Dollars off certificate, upgrades, etc)
I am confident that you will be able to pull out of your financial difficulties and remain as a major player in the aviation industry today.
Thank you for your time, and I look forward to your response.
Sincerely,
a330300
[This message has been edited by a330300 (edited 09-08-2002).]
To Whom It May Concern:
I was traveling on September 3, 2002 from LGA-DCA-PHL-SFO with my sister, xxxxxx. Our PNRs can be pulled up using xxxxxx and xxxxxx, respectively. Our LGA-DCA flight was uneventful, and we arrived back at the airport for our flight to PHL. Around 20 minutes prior to departure, the aircraft occupying our gate pushed back for departure, and our aircraft arrived a few minutes before our scheduled departure time of 1159am. After crew changes were completed, we were notified of a hydraulic issue with the aircraft and were given a delay time of 20 minutes. Everyone stood by calmly while mechanics ran through checks on the right engine. That 20 minute time passed, and when other passengers questioned the delay, they were told rudely that there was no information available and to sit down and wait. I began calling US Airways reservations to obtain alternate flight information, and a friendly agent relayed to me that the flight was delayed further, and that a 1:15 departure to CLT would arrive in SFO only about 45 minutes late and was available. She advised me, however, that my reservation was under airport control and that the agent would be able to change flights for me. I spoke to one of the agents working at the cluster podium for 23/25 and she advised me that because I was using a Z class ticket, no change to routing would be allowed without a $100 change fee and that rule 240 would not be valid for the reservation because it was a free ticket. She refused to change anything until the flight was cancelled. All she promised was protection on the next PHL-SFO flight which was over 3 hours later.
The reason I am writing to you today is because I believe I was blatantly lied to and did not receive appropriate customer service under these circumstances. I inquired about the CLT flight option at around 1:10, and with a departure time of 1:45, we may have had to run to the next concourse, but would have made the flight nonetheless. Instead, other passengers on our flight were reaccomadated on a 1:45 PHL flight (including some to SFO), while my sister and I were left at the podium because agents were more keen on getting their YYZ and MHT flights out ontime. I find it interesting that someone with a degree of interest in our situation (Mr. Sodolo) helped us after all the flights had left (imagine the thoughts running through my mind with agents shouting "last PHL pax coming, hold the bus" while standing at the podium with an open PNR on the screen...). Amazingly, he was able to change us to a PIT flight WITHOUT a $100 fee! Then again, that's what's supposed to happen according to Appendix I of the customer service commitment outlined on USAirways.com which reads
"When your flight is cancelled or delayed to the extent that you will not make a connecting flight, we will work with you to provide the best alternative available to allow you to continue your travel plans. Whenever possible, US Airways will reroute you on the next available US Airways flight to your ticketed destination. In some situations you may be rerouted on another airline or offered ground transportation in the form of a bus or limousine to your destination. "
What boggles me further is that our flight never was cancelled and left later that afternoon.
Granted, since the original flight was just delayed, a 1:10 departure would mean a 2:16 arrival in PHL...perfect! Just enough time to do a passenger transfer from the tail of the Dash 8 to the wing of our A321 sitting on the taxiway, which again leads me back to the customer service commitment- The agent knew we would misconnect and did not do anything about it. Did not check the flight to see if it had Z class availability, was open, nothing. Just told me that the flight would have to be cancelled for me to do anything. At that time, I probably knew more than the agent, as no announcement was made for over an hour...
"We commit:
To provide you with the most current information available to us regarding delays, cancellations or diversions every 15-20 minutes via announcements and/or flight information displays at the airport until the aircraft has left the gate."
No announcements, and our flight was bumped off the listing after our departure time came and gone.
In this day and age, I would expect someone working for a financially troubled carrier (or the subsidiary of one, in this case, Piedmont) to do everything in their power to ensure that a customer gets to their destination as quickly as possible, both for customer satisfication and loyalty. What I received were blatant lies and frankly, stubborness or laziness on part of the agent working the flight. As someone who is deeply rooted in the aviation industry, I understand that mechanical delays happen. I also understand what agents are able and unable to do in certain circumatances (Rule 240, FIMs, and whatnot). Sure this was an award ticket and there's no reason to FIM over to the happy agents across the hall at the AA and UA podiums, but I think a switch to another company flight would've been appropriate.
I think that at the very least, an apology is in order as I never received one that day. However, if US Airways intends on keeping my business in the future, something above and beyond a form letter apology would be appreciated, perhaps an incentive to choose US Airways over other competition for future travel from the SFO arena? (Dollars off certificate, upgrades, etc)
I am confident that you will be able to pull out of your financial difficulties and remain as a major player in the aviation industry today.
Thank you for your time, and I look forward to your response.
Sincerely,
a330300
[This message has been edited by a330300 (edited 09-08-2002).]