I'm mostly flying United (1K) und Lufthansa (Senator), but earlier today I wanted to give ailing US Airways my support. That's why I bought an Envoy Class Ticket LAX-PHL-FRA/MUC-FRA-CLT-LAX for March/April 2005. I purchased the tickets online through Expedia Corporate where I was not able to reassign seats for the US193 segments, as they consist of two flights on two different aircraft (A330 and A320). So I decided to call US Air customer service at 800-943-5436, as their website states that this is the number to call in order to "Make seat selection".

I was greeted by a computer voice who asked me to answer several questions and to punch in my surname, the first two letters of my firstname, my flight number and the date. Deeply impressed by the technical sophistication of this automated system, I eagerly complied and finally arrived at the point where I could specify my seat assignment - which was also the point where the system decided to transfer me to a human being.

After waiting on hold for a few minutes, the promised human being turned out to be a woman who had no clue what I wanted from her. Quite obviously, the sophisticated automated system does only transfer the caller, however not the information it has already collected from him prior to the transfer. But never mind, I happily reiterated my request and all my information and the woman tried to reassign me a new seat. She tried and tried, and tried again. She then explained to me that the desired seats were well available, but that her system had problems with the fact that I was booked on one single flight number with two separate legs and aircraft. She also told me she was confident there was a way to split my seat assignment up accordingly, but that regrettably she didn't know how to accomplish this. She eventually told me that she would therefor transfer me to the International Desk, where more knowledgable associates of her could help me.

The International Desk turned out to be another automated system asking me the usual questions. After answering them using the keyboard of my telephone, I was transferred to a prerecoded voice that promised me that within 6 minutes, I would be able to speak with a human being. A few minutes later I was talking to another woman who began asking me the same questions all over again. I answered them truthfully, however, when we once again arrived at the very reason of my call, she told me that her job was only to change DATES, not seat assignments of ticketed reservations. She then promised me to transfer me to the department that would be responsible for changing SEAT ASSIGNMENTS.

*** Dear reader, I swear that I'm not making this up. Every single word of this is true. ***

That said, I was transferred to another prerecorded voice, this time promising me to be connected to a human being within 48(!) minutes. Well, I'm only a business traveler, so I've got plenty of time on hand. That's why I stoically stayed on the phone and waited. And you know what? Only 30 minutes later I was talking to another CSR, a male this time, who asked me all those questions all over again. Never mind, I'm a patient man, and finally we once again got to the reason of my call: changing my seat assignment for flight US193. The CSR tried, and tried and tried. It obviously did not work the way he wanted, so he told me to wait. So I stayed on hold for roughly another 5 minutes.

This was the moment when the system just hung up on me without notice.

So here I am, a brave new US Air Envoy customer, 1.5 hours after initiating my call - and right back at the beginning. But at least I do now have a clue why US Air is operating in Chapter 11. Having experienced this overwhelming example of professional customer service, I don't even dare to think about what to expect when checking-in or, should I ever make it this far, on board an aircraft of this extraordinary company.

It's still better than my experience. I tried to call their office in Japan (whose number is listed in http://www.usairways.com/customers/phone_directory/index.htm) and nobody ever answered at all - neither a computer sysem nor a human being - regardless of how many times I called or how long I waited. Other people in Japan share the same experience. Maybe the office has been closed and the number is no longer used, but why is the number still listed then... :confused:

You bought a US transat for March 2005? 120 days from now? You got guts. :(

So here I am, a brave new US Air Envoy customer, 1.5 hours after initiating my call - and right back at the beginning. But at least I do now have a clue why US Air is operating in Chapter 11. Having experienced this overwhelming example of professional customer service, I don't even dare to think about what to expect when checking-in or, should I ever make it this far, on board an aircraft of this extraordinary company.
flysurfer I am truly sad to read this post. You post confirms, at least in this case, a fear I have had for my favorite airline for sometime. If you are not a preferred member of at least a gold level, US can be a hard company to have a warm and fuzzy feeling about their level of service. In most cases it has nothing to do with the employees, and usually has everything to do with systems. That seems to be the case here as well. But make no mistake about it, there are also times that the arrogance of the employees can disturbing as well.

I can remember many times, prior to becoming a CP, I would get so mad at US, I would simply go away for months and once or twice, years at a time. If I had spent an hour and half on the phone as you have, I would have blistered the person on the other end and most likely would not have booked at ticket again for a very long time. Envoy tickets are not cheap and envoy customers hard to come by so in no case should you have to go through this.

I think as upper level preferred members we tend to forget just what it was like in those days before status, and sometimes I am bothered by how I see regular everyday passengers being treated. On the few times I'm in the back of the bus, I can tell you that the service on most flights in less than what I have come to expect on WN.

I hope you will find the actual flight to be much more enjoyable.

I hope you will find the actual flight to be much more enjoyable.

I'd hope so, too – but only if I get the seats I want. I know they are still free, just waiting there for me. :)

So, where or who can I call in order to get a simple Enovoy seat reassignment without having to go through this all over again?

And BearX220, how endangered can an airline be that obviously can afford to employ so many different sets of call center agents, such as one for only changing dates and another one for only changing seat assignments of ticketed international reservations? Not that either group appears to accomplish anything so far... ;)

So, where or who can I call in order to get a simple Enovoy seat reassignment without having to go through this all over again?
Since I can call a different number that will kick you out if you call, try these numbers.

Calling from US - 800-622-1015

Calling from MUC - 0-180-300-0609

Hope one of these works.

So, after careful consideration with some friends from FlyerTalk (as well as my closest relatives and lawyers), I did the unthinkable: I dialed the CP hotline! It turned out to be the most disturbing conversation I have ever had with an airline CSR. Overall, the lady was quite rude, an attitude that did not change during my call, especially after she found out that I am no CP! She gave me a serious speech blasting me that I was not allowed to call her under this number since I'm just a lowly 2 times *G member. After some begging and whining and telling her about yesterday's 1.5 hr experience, she reluctantly agreed to review my seat assignments. After changing the assignment for the first leg, she gave me another speech about me being no CP and advised me that I was NOT under any circumstances allowed to sit in row 1 of their precious A330s, as those seats were for CPs only.

Then, after changing the second leg, she gave me another speech and told me to never ever call the CP number again for any future bookings, because that number was "for CPs only, who fly 100,000 miles a year on US Air", yadda yadda yadda... I have no clue how she got to the conclusion that I might ever want to book another US Air flight again, but who knows?

Then, she changed the seat assignment for the third leg and once again gave me a speech about me not being a CP and therefor not being eligible to call her on this line! Are these folks on autopilot? Trust me, at this point, I was seriously beginning to look for a hidden camera in my office taping all this for some obscure TV show.

Finally, I got the seats I wanted (except for row 1 on the 330s), once again thanked her enthusiastically, pledged one final time to never ever call again and now keep hoping for the best.

Flysurfer,

Not to be rude or anything but she is correct. That number is reserved for the CP's. I don't think she was out of line saying that. HOWEVER, when I was gold I did get row 1 a couple of times but I think that was only because when they reviewed my past history of flying. Most of my flying is over to Europe so I think I was an exception. But you can try to get row 1 the day of departure. You never know. A CP might not show up and you can slide into row 1 at that point.

The people at the CP desk are great however, she was doing her job in telling you not to call that number again. She could have hung up on you all together. But instead she took care of your request.

I do agree though with you. Her tone could have probably been more pleasant with you. She could have been more polite not to use that number and only use the number that your suppose to call as a Gold.

But at least you got your seats now. Also, do check on the day of departure for row 1. It can happen.

Good luck.

T

Of course she was right, however, 60% of the call consisted of her reiterating that very fact (she being right and me misbehaving by having dialed the sacred number) and all its dreadful implications in a quite condescending way. Only my abundant use of the words "please" and "exception" (in addition to my previously mentioned begging and whining) made her eventually honor my admittedly quite frivolous request. :D

And yes, she also told me, quote, "to take it up with the gate agents in PHL and FRA" in order to capture row 1. Take it up? Maybe I should pack my boxing gloves? ;)

Well if your looking for row one out of PHL. You better bring your boxing gloves. The people at PHL can be quite brutal. But that is PHL for ya.

The employees at FRA have been pretty nice. I have only had to deal with them twice. But they have always treated me well.

Troy

I'm sorry i think this is rediculous on USairways part.

The conversation should have been easy.

"Thank you for choosing USairways and purchasing an Envoy Ticket. We appreciate your business. I've confirmed Row 1 for you. In the future we do ask that you not call this number again as it is reserved for our Chairmens Preferred callers. Thanks and have a nice day."

I personally think anyone buying a business class ticket should have access to a line like the CP line with no hold time.

Chris

Sorry Catwood. But I disagree with you on this as far as the CP number. But yes the conversatoin could have gone better...that I do agree with you on.

T

The irony of this is that, since this is an International ticket, you did not speak to a CP "Personal Liason"... you spoke to an International res agent with whom you connected faster as dialing the CP number put you in a different hold queue.

If you have time, call back and ask for row 1 again. Row 1 is reserved for both CPs and paid Envoy tickets. You're in the latter category so you should be entitled to the better seat.

I personally think anyone buying a business class ticket should have access to a line like the CP line with no hold time.

Yeah, especially because it's possible to blow more on one Envoy ticket than getting CP (if you play the GoFare game, book online, etc).

So the story continues. After eventually changing my seat assignments, US Air just found a new way to prove that they don't like my business:

This morning, I received an email from my travel agency (Expedia Corporate), informing me, without further elaboration, about a "major change" in my US Air itinerary. Calling Expedia, it turned out that the "major change" consisted simply of new flight numbers for the very same flights and aircraft I'm booked on.

However, upon closer investigation, I found out that US Air had also downgraded me to Coach on both domestic legs of my paid First/Envoy itinerary. Of course, they had also taken away the seats I fought for over the weekend.

So I waited on hold with Expedia while Expedia waited on hold with US Air for about 30 minutes to get this fixed. Was it fixed, eventually? Well, I got my seats in the front cabin back (at least that's what they say), however, my updated itinerary still states "Economy" as my class of service on both domestic legs. I intend to credit this itinerary to my Lufthansa Miles & More account, so I'm quite sure I'll end with only single (for Coach) instead of triple (for First) status & bonus miles for both domestic legs.

And btw: They once again specifically refused to give me anything in row 1 on the A330. CPs only, not unwashed paying folks like me. Those are rather downgraded do Coach.

Flysurfer, what is the fare basis for your ticket?

Flysurfer, what is the fare basis for your ticket?

Z and A

And say thank you for booking our favorite airline.

The stuff about no Row 1 except for CP's is nonsense, as I can (and have) often selected Row 1 myself on a full fare envoy ticket, at a time when I was a SP or GP (without talking to anyone at all!!) if I book through my corporate online engine-- and I should be able to at the prices that they charge....

The people here (unlike myself) are amazing to me in their knowledge of US -- the airline and the FF program, and I hope they can help you out.

I'd keep being polite and patient (both of which you seem to have done, with your long holds) but don't take no for an answer.

Good luck, and thanks again for flying US.

flysurfer, please check your private mesgs.

And say thank you for booking our favorite airline.

The stuff about no Row 1 except for CP's is nonsense, as I can (and have) often selected Row 1 myself on a full fare envoy ticket, at a time when I was a SP or GP (without talking to anyone at all!!) if I book through my corporate online engine-- and I should be able to at the prices that they charge....

First of all, thank you all for your kind concern and good wishes.

Just to make it clear, I really don't want to childishly complain about not being offered row 1 (maybe my "cheap" Z/A fare simply does not qualify) or US changing flight numbers and downgrading my ticket. I'm *G with both UA (1K) and LH (Sen), so I fly frequently enough to know that problems like this do happen. Trust me, I've seen it before. But I also know these things can be resolved in a quick, responsive and professional manner that would never ever prompt me to post on FlyerTalk.

So what's giving me pause here is the way US adresses (or rather not adresses) these actually quite minor glitches. After wasting hours on the phone, things have only gotten worse and I really wasn't able to accomplish anything. Never was there even the slightest sign of an apology (OK, my Expedia agent kept apologizing to me on the phone while she had in turn to wait on hold with US, but that doesn't count, right?) or sense of consideration in solving the customer's problems. Instead, I was repeatedly reprimanded for eventually calling them on their sacred CP line.

US probably thinks that I'm an evil troublemaker. However, it was their system that didn't allow me to assign seats for their "direct" flight actually spanning two segments on two different aircraft. And US, not me, decided to change my flight numbers over the weekend. And it was US who quietly downgraded me to coach during this process.

I understand that US employees must have a hard time these days. But do they really think things will get better by passing their hardship on to their customers? With a good airline, there should never be the need for a thread on FlyerTalk discussing marginal stuff such as seat assignments and changed flight numbers. This is not rocket science, after all. It's daily routine.

With a good airline, there should never be the need for a thread on FlyerTalk discussing marginal stuff such as seat assignments and changed flight numbers. This is not rocket science, after all. It's daily routine.

I'm sure if you looked through enough threads on enough airline forums, you'd see similar issues for other airlines.

Gotta say that the CP agent should have been nicer, REGARDLESS of policy, etc. etc. After the 1.5 hour wait on business class, the vaunted CP person should STILL have done their professional best to make *USAIR* look good.

I remember arriving at DCA to fly to Ohio, and I had a couple of questions. There was no one at all in the dividend preferred line, so I queued up with a couple of questions about my return options.

I was going to be juggling travel, and I was walking around in a daze. I was suffering from trying to make plans around death of a family member and end-stage terminal illness of another.

The gate agent answered one question, then cut me off when I hesitated and told me she had to wait on *customers*.

C'mon, USAIR. Once in a while, there are exceptions and people need a little extra help to make it through your system - and it was not like i was "no-one" and using the preferred line - i was gold and bucking for cp - it was just that i had already checked in and was not thinking clearly - for good reason! Hello!

But not what she was expecting, and i had not waved my gold preferred card - she had not asked for it. And she didn't know or care why I was in a daze, asking questions slowly and being a little confused.

(After being "dismissed", i eventually got the info i needed from a usair club.)

IF you are NOT the right agent/channel, listen, try to understand, AND politely help the customer to the right channel. Just because you own a splintered ruler, does not mean you have to slap people with it!

They always make that little recorded pitch about "we realize you have other options for air travel... thank you for choosing USAIR". Well, blah-blah-blah,
performance during personal life crises or bad situations that don't fit the norm and a little extra help is required - THAT is what customers remember and builds loyalty - or the opposite.

I sympathize with caller... 1.5 hours, endless ineptitude and a dropped connection are WAY out of acceptable, and there SHOULD be better consideration... even by the CP line... they represent the airline's image and should act accordingly... they should understand, explain, and get the customer to the right place... and REMIND them that the CP line is for CPs. ARGUING and NEEDLING about it makes bad press.

Having been CP, I would rather they do an occasional bit of ombudsman work for the airline's screw-ups - than the airline's image continue to erode and there no longer BEING this wonderful service at the CP desk. They ARE the best, and if they can't help the airline succeed, who can?

just my humble but fervent opinion!

And say thank you for booking our favorite airline.

The stuff about no Row 1 except for CP's is nonsense, as I can (and have) often selected Row 1 myself on a full fare envoy ticket, at

Good luck, and thanks again for flying US.


I think the issue at hand is who can reserve row one ahead of time; US1sregardless of fare type and "the great unwashed" on a full fare ticket. (Of course, what really constitutes "full fare" can be a bit opaque). On the day of depature, it basically a first come basis. Even lowly non revs can wind up there if there are seats left. Some people (especially on westbound flights) prefer the standard envoy seats.

Remember the true F-class (pre 9/11 in row one?. If anything, it was almost too nice for a 6.5 to 7.0 hour flight. V e r y elaborate meal service - then time to change into the PJs, a few ZZZs, then breakfast - if anyone could eat so soon after dinner!

I got row 1 twice last year. And I got it at the 3 day window when I cleared Envoy. Maybe they made an exception for me since most of my travel is across the Atlantic?

I also got the paper upgrades as a gold member that your only suppose to get as Chairman.

I actually called the DMSC and asked why I got them. The rep had told me she did not see anything in my record why but since almost all of my travel does go across the Atlantic. She said sometimes the exemption desk does sometimes make exemptions and I was probably one of them.

Troy

I just wanted to add that, while official US Airways channels were not helpful at all, I got very kind and effective support from a Flyertalk member who appears to be associated with US.

Looks like I even might be able to enjoy row 1! :D

Thanx again!