Hey Folks,
I just booked 2 international envoy awards for 4 people for a trip in October.
The dates were 10/25 - 11/05.

Since part of the trip is on LH I was given paper tickets. The tickets arrived today and they are incorrect, they have me returning on the 11/11/2006.

I've called the chairmans desk only to get regular reservations. They then transfered me 5 times and have finally told me they cannot adjust paper tickets and I can try going to the airport.

This is absolutely CRAZY!

Finally got a supervisor who has said there is nothing US Air can do.
Our dates are totally inflexible and we've pre-paid for about $2,000.00 worth of hotels....I'm about to break down about this.

I feel for you, that is horrible. :eek: My only advice is to keep calling until you get a sympathetic listener. It's tough since you don't really have a record to rpove what your requested date really was... even though your conversation may have been recorded. I'm really not sure on this.

A piece of advice that has served me well when booking award trips on the phone is to double-chek online while you are speaking to the phone agent. As soon as the record locator is established, I log on to www.virtuallythere.com for SABRE reservations and review before I let the agent hang up. For LH reservations, you may use www.checkmytrip.com

Again, good luck and let us know how you made out.

I think calling and getting the actual CP desk would likely at least help. If they say no - call Customer Relations.

SpaceBass --

wow -- my heart does go out to you. I've been in situations with US res over the years that were plenty crazy, but never as whacko as this one. I, too, would suggest that your best course of action is to call back as ask for a supervisor and plead your case with as much heartfelt pain as you can muster and hope for the best.

All that said, I really don't think that US has very much wiggle room with the allied carriers within the Star Alliance --- not sure about that, though. Perhaps if you get the right person, they might be willing to go the extra mile for you........ I'll keep my fingers crossed for you.

(Keep in mind, however, that EACH time you call US res, there is a note of that call written into your record so be aware that you can't call back time and time and time again without the res agents and supervisors seeing that record. Be very organized and well-thought-through the FIRST time you call.)

Best of luck. Keep us posted.

Spacebass

Several on us met the head of all reservations, including the CP desk, in Winston back in Feburary when we did the retirement party for Deb Thompson. I think I have her card at home with her direct number. Several regular posters here were given her card as well. She is old PI and a very sharp lady. If we can get you in contact with her, I'm sure she can resolve it for you.

Any body who was at the party have her number?

You may even want to post over on usaviation.com. Several folks on there are in INT, on the CP desk, and always willing to help a roach out. You may get a lucky PM. I also have kept in touch with one of my favorite angels who I know will be willing to jump in and get this fixed. If I can't find the card above, I will PM her name to you and will make a call to her and let her know you will be calling.

Do not stop until this is resolved, even it means calling the wonderboy, Doug himself.

Do you have hotel and car rental reservations that were made shortly after you booked your award ticket on the phone? The dates on those reservations may help you convince US of their error.

Spacebass

Several on us met the head of all reservations, including the CP desk, in Winston back in Feburary when we did the retirement party for Deb Thompson. I think I have her card at home with her direct number. Several regular posters here were given her card as well. She is old PI and a very sharp lady. If we can get you in contact with her, I'm sure she can resolve it for you.

Everyone- thanks for the tips and the empathy!

I hung up after over 1 hour and 40 minutes with no resolution. I'm proud to say I never lost my cool, but it it was one of the worst experiences I've ever had traveling, period.... I had to take a break before I could return to this thread.

Longing I'm very familiar with Mrs. Thompson and my respect for her has grown a lot through following this board. I as almost tempted to join you guys back in Feb. She's one of the last bastions of truly great customer service, something I'm really into these days!

Funny enough, before I hung up tonight I said "I understand Debora Thompson has retired. Can you tell me the name of her replacement or someone in the customer service division?" At that point I was working with someone who said she was a Chairman's desk supervisor. She said all she knew is that they were in Arizona and didn't know who I could contact and that the number was on the website.

I'm going to call every day between now and the departure date if I have to....

The way we left it is that I have a envoy award with 90% of the travel in coach including a return 3 days later than originally planned. I guess I should be happy about being in Spain a bit longer but frankly I cannot take the time off, nor can my other 3 travelers.

What I offered was to fly coach on a partner to a city that US serves. I suggested that US call their inventory department and open up the seats for a return flight on US. They claimed they tried that and they would not open the seats. I am flabbergasted that this supervisor did not even show an interest in resolving this satisfactorily. As an almost rhetorical point I suggested they keep my outbound trans-Atlantic in envoy but only charge me a coach award. She informed me they do not do "mixed awards". I said "well what do you call the situation you presented? Isn't that a mixed award?" She said the system would not allow what I wanted. I made the point "so you can do a mixed award when it works in your favor, just not when it works in mine?"

I asked this supervisor for her suggestions on how to solve a sticky problem for a valued customer. She actually sat silent for 30 seconds. I had to ask if she was still there. At that point she said "I told you, we can put you in coach on the 7th". Bottom line, this wasn't her problem and she didn't see any reason to work on my behalf to resolve it. Frankly this might do it. I may leave US over this.

I almost started to doubt myself...did I actually book it for the 11th and not realize it? But the fact is, I called LH to get my seats and they looked me up by the date! I was using a printed calendar from Outlook...I wrote the return flight number on the Sunday block for 11/5.

Thanks again for the tips everyone, I'll keep you posted.

Do you have hotel and car rental reservations that were made shortly after you booked your award ticket on the phone? The dates on those reservations may help you convince US of their error.


That is a great idea!
Unfortunately the only hotel I'd yet to finalize was the last one...leading up to the return. I had to buy some points and I was waiting on that transaction to clear....ironically its the only point-based hotel stay of the whole trip...the rest were the pre-paid rates!
I'm going to keep thinking along these lines and see if I can think of something...I haven't booked the car yet either unfortunately.

Spacebass
Several on us met the head of all reservations, including the CP desk, in Winston back in Feburary when we did the retirement party for Deb Thompson.


:eek: Oh shucks! I didn't know she "retired!"
I grew up in Winston-Salem and my sister went to school with Deb's daughter. I *hate* not seeing her face in my Attache anymore when I get the rare chance to fly US nowadays...
Was her departure a result of the M&A between HP & US? :confused:

:eek: Oh shucks! I didn't know she "retired!"
I grew up in Winston-Salem and my sister went to school with Deb's daughter. I *hate* not seeing her face in my Attache anymore when I get the rare chance to fly US nowadays...
Was her departure a result of the M&A between HP & US? :confused:
Yes. Let's just say that Deborah had a much different view of how to deal with and treat customers that was not shared in Tempe.

If you can get the search to work, search on her name and you should find a couple of post with photo's of the evening. I think my favorite memory was the look on her face when we gave her a t-shirt with "It's your fault" on it. She took all the good nature ribbing in style of the classy lady she is......

Funny enough, before I hung up tonight I said "I understand Debora Thompson has retired. Can you tell me the name of her replacement or someone in the customer service division?"

The corporate switchboard in Tempe can be reached at 480-693-0800

USAirways e-mail addresses are standard. Firstname.Lastname@usairways.com

There is also executive.office@usairways.com

Jennifer Tongé was the Director of Customer Service for America West and I know she assumed that role for US Airways. I don't know that she still has that job; Henrí Dawes may occupy that position now.

Here's a list of the customer Service Execs:
Ross Bonanno
Vice President, Customer Service East

Donna Paladini
Vice President, Customer Service West

Anthony Mulé
Senior Vice President, Customer Service

Your issue may be a Dividend Miles issue instead of a Customer Service issue, in which case the VP in charge would be the VP of Marketing, Travis Christ.

I just find all of this appalling, the lack of service and helpfulness. This was an error on the part of US award reservations using US miles according to the *Alliance agreement. It does not matter who he is flying, he used US services and miles.

Re: Ms. Thompson and her Comsumer Affairs department. I rarely had to complain, but if there was a real issue, it was resolved by taking action to make it right with me, the customer. When she ran the department, I had a similar issue booking a reservation over the phone. When I received receipt for the booking, the return date was wrong. I called Consumer Affairs and explained that the mistake was on US' end and they changed the date. I had another negative experience with a ticketing agent once and they issued me a $75 voucher and apologized for the unfortunate incident, because they wanted to keep me as a customer.

Furthermore, when she was at the helm, her name and contact information was readily available. Although she was obviously not the only Consumer Affairs person, US still put her name out there as the director. I think adding a real person's name to that department was a way to better connect with customers, as was her former column in Attaché .

I just find all of this appalling, the lack of service and helpfulness. This was an error on the part of US award reservations using US miles according to the *Alliance agreement. It does not matter who he is flying, he used US services and miles.

First a question. I awoke thinking about this one. How can I prove it was US' problem? They have not outright said I'm lieing, but the implication sure is there. Besides my word that I called LH and used the date to look up the flight, and the fact that I may have let someone use the 11th (rather than 5th) once, it would have stood out like a red flag it I had heard it a second or third time!

Secondly, I pointed out that I'm a US customer. I understand they have no control over LH, but that's not my problem, its theirs to sort out. I work with them. I fly them. I pay them (a LOT OF MONEY to be a CP) and they need to work it out. They just keep telling me there is nothing I can do.

I'm going to continue to pursue my "compromisers" where we fly coach from BCN to a city served by US and they open up the Envoy inventory- which we all know won't sell out (or will it?)- and send us home on US.

Last night they didn't want to entertain that idea. We'll see about today....
After that, let my letter writing champagne begin!

-N

You said you had prepaid hotels, right? Fax them copies of those prepaid hotel confirmations as some sort of support that obviously you intended on traveling those dates, or you would not have prepaid the hotels!

I'd both call and write (maybe you can get a fax number, which would be quicker than snail mail) and when someone resolves this, get it in writing.

This week I had to resolve a four-month issue with an unrelated company by e-mailing the division president of the company. Someone called me within a hour of receiving my e-mail to the division president and immediately resolved it. It appears you will also have to go up the food chain, too.

A few years ago I booked domestic tickets for 7 of us to catch a cruise. A few days after booking I realized I booked the return 1 day before the cruise returned to port.

I called Consumer Affairs who then got a reservation supervisor on the line and they took care of everything with no change fees, which would have been $700.

CA was going to take care of everything even before they know I was CP.

I'm not sure how much power CA still has.

The corporate switchboard in Tempe can be reached at 480-693-0800

USAirways e-mail addresses are standard. Firstname.Lastname@usairways.com

There is also executive.office@usairways.com

Jennifer Tongé was the Director of Customer Service for America West and I know she assumed that role for US Airways. I don't know that she still has that job; Henrí Dawes may occupy that position now.

Here's a list of the customer Service Execs:
Ross Bonanno
Vice President, Customer Service East

Donna Paladini
Vice President, Customer Service West

Anthony Mulé
Senior Vice President, Customer Service

Your issue may be a Dividend Miles issue instead of a Customer Service issue, in which case the VP in charge would be the VP of Marketing, Travis Christ.
Switch board wouldn't put me through to any of these folks.
Instead they gave me the customer services department who has informed me they A) do not work with award travel and B) cannot help with future travel, it has to go through reservations. :mad:

Customer service transfered me to dividen miles and dropped my call.

Called back to switchboard and was more is insistent. I got a recording about the priority line. This time i selected customer relations (not service)...
They are telling me they cannot handle reservations, just register complaints about customer service....I'm refusing to hang up this time and to her credit this agent has taken my info an put me on hold to look into it...and nothing....nada
Back to the chairmans desk

Switch board wouldn't put me through to any of these folks.
Instead they gave me the customer services department who has informed me

Don't mention customer service. Just ask for an exec (pick one) by name. If they ask your name, say it, but don't mention customer service. You should be transferred to that exec's assistant/office.

We're rooting for you, SpaceBass ! ! ! !

What a frickin' nightmare. I hope this has a good ending. At the very least it gives everyone here who books award envoy class tickets (like me) a greater awareness that grave mistakes like this can happen and if anything be more vigilent when dealing with some of these yahoo's.

Good luck :(

Ian

Upon further thought I think you should pull a Michael Moore and get a local camera crew (hosted by Fay Fredricks :D ) and march on down to that ice castle or whatever I've seen floating on these boards in Tempe and demand to be dealt with.

Ian

Upon further thought I think you should pull a Michael Moore and get a local camera crew (hosted by Faye Fredricks :D ) and march on down to that ice castle or whatever I've seen floating on these boards in Tempe and demand to be dealt with.

Ian

Sandcastle (desert-sand), but this situation does seem very ice cold.

Upon further thought I think you should pull a Michael Moore and get a local camera crew (hosted by Fay Fredricks :D ) and march on down to that ice castle or whatever I've seen floating on these boards in Tempe and demand to be dealt with.

Ian

HA HA HA!
I just borrowed, this morning even, a digital video camera to play with Final Cut on my mac...going to play with some digital video editing and see how rusty my skills are...
Does UA fly to Tempe? I'll go out there this weekend and storm the Sand Castle

Alright....
This seems to be the best I can do.
Finally got Linda R who was a chairman's supervisor...very nice, very professional and even sympathized (which in the end goes a LONG way)...
after about 40 mins the best we can do is this:

Stay 1 day longer in Spain...not great for our jobs but not bad for the trip...
BCN - FRA all of us are in envoy on LH
FRA-PHL - 2 envoy, 2 coach with the coach wait listed
PHL-RIC - 4 in first.

Frankly, that is almost better than we originally had. Originally Mrs. SpaceBass and I were envoy all the way, but my parents return trans-atlantic was on a different flight and was in coach...they planned it and were ok with that. So now we have the same setup but we are no the same plane...which means we can trade an envoy seat around if we want. They are also wait listed and since they are on an envoy award and with me, I think they stand a reasonable chance of making the upgrade...

To everyone- I feel like I dont come to this board and sing praises enough...its often the case that I come when I need support when something went wrong. I'm just amazed at the warm, helpful and insightful responses I got to this thread. Thank you guys for the suggestions! This is what makes FT such an amazing site!

While this wasn't the perfect answer I was looking for, its satisfactory and at the end of the day I'm still going on Vacation to Bordeaux and Spainish wine country...and that ain't half bad!

THANKS AGAIN everyone!

-N

Hurrah!
Glad it worked out. It's a shame it was such an ordeal.

Alright....
This seems to be the best I can do.
Finally got Linda R who was a chairman's supervisor...very nice, very professional and even sympathized (which in the end goes a LONG way)...
after about 40 mins the best we can do is this:

Stay 1 day longer in Spain...not great for our jobs but not bad for the trip...
BCN - FRA all of us are in envoy on LH
FRA-PHL - 2 envoy, 2 coach with the coach wait listed
PHL-RIC - 4 in first.

Frankly, that is almost better than we originally had. Originally Mrs. SpaceBass and I were envoy all the way, but my parents return trans-atlantic was on a different flight and was in coach...they planned it and were ok with that. So now we have the same setup but we are no the same plane...which means we can trade an envoy seat around if we want. They are also wait listed and since they are on an envoy award and with me, I think they stand a reasonable chance of making the upgrade...

To everyone- I feel like I dont come to this board and sing praises enough...its often the case that I come when I need support when something went wrong. I'm just amazed at the warm, helpful and insightful responses I got to this thread. Thank you guys for the suggestions! This is what makes FT such an amazing site!

While this wasn't the perfect answer I was looking for, its satisfactory and at the end of the day I'm still going on Vacation to Bordeaux and Spainish wine country...and that ain't half bad!

THANKS AGAIN everyone!

-N

De rien, de nada! Bonnes vacances! Buenas vacaciones!

THANKS AGAIN everyone!

-N
Just got home and was going to look for the card. I understand you may have received a few PM's as well. Looks like the angels on the desk are as good as they used to be when you get the right one.

Glad it all worked out for you. Enjoy the trip.

I sent the OP a private message with the name of a wonderful RA in Winston Salem at the CP desk who he/she should try to reach. This particular RA is probably THE BEST that I have ever had the privlidge to talk to at any airline. She knows the ins and outs of US (and every airline that led up to the current US). She is also a genious at getting envoy upgrades to clear at the 7 day window (for a DMUTA5) or getting inventory opened up for a milage UG. If anyone needs her name, please feel free to private message me for it and I will be happy to reply.

In addition, if she comes through for you please send a compliment to consumer relations for her.

Not sure if this helps, but maybe for future posters.
This is the time when expert flyer comes in handy. I had suboptimal routing on an award ticket. i kept checking expert flyer for the appropriate F class bucket on LH. Once it popped open, I walked downtown to Center City PHL , walked into the ticket office (is it even open anymore?) and called CP desk to redeposit the original award (no fee) and then rebook the res, and have the PHL ticket office rebook. You can of course try this in any of the airports with a US ticket counter (or preferable to reprint at a US Club of course). Glad it worked out for the OP. IMHO, they are less likely to repair this because of a mistake and are more willing to work with you on a redeposit/rebook. Well worth it in the context of $2k in non-refundable hotels.

Plot thickens...
Friday night I got a voicemail from someone named Donna in the corporate offices. She said she had a contact on the East Coast working on my problem and asked me to call her Monday morning.
I called today twice and got a recording that said "you've reached the corporate offices...leave a message" (which I did).
I still haven't heard back...not sure what this is about.

This is going to become a sticky, so that it remains at the forefront and minds of the many people who are eagerly awaiting the resolution as well as the thousands who visit FT every day. We figure it's the least we can do for a longtime poster.

There is an interesting and unique chance here to see how the "new" US program and company handles this. Since the forums are merged, we can all take this particular case to see how the combined company treats a VFF.

This is going to become a sticky, so that it remains at the forefront and minds of the many people who are eagerly awaiting the resolution as well as the thousands who visit FT every day. We figure it's the least we can do for a longtime poster.

There is an interesting and unique chance here to see how the "new" US program and company handles this. Since the forums are merged, we can all take this particular case to see how the combined company treats a VFF.

Now I'm imortalized as a whiner :)
Kidding, thanks for making this a sticky. Hopefully no one will find them self in this position, but if you do, keep calling! Call anyone you can and don't let them off the hook.

I'm still trying to reach "Donna" who called me last Friday. Curious what thats about...

What I am really disappointed in is the continued lack of customer service. Its the curse of, what I call, the "not my problem" plague. Each department just says "oh thats reservations problem, customer service cannot help with tickets".
When I sat in a seat covered in puke 4 months ago, it wasn't the FAs problem. When they have crew problems and blame it on ATC delays, thats no ones problem....when the AC is broken and we sit in PHL for 3 hours with the doors closed....thats mother natures problem, but its sure as heck not the flight crews...

I'll keep everyone posted. Frankly my issue is pretty much resolved but this was a chance for the new US Air to shine and I feel like the dropped the ball.

I'll keep everyone posted. Frankly my issue is pretty much resolved but this was a chance for the new US Air to shine and I feel like the dropped the ball.


More like they threw the ball by the sounds of it.

Do keep us posted if you speak to Donna. I wonder if that was the Vice President that soitgoes mentioned?

Called again....still didn't get through to Donna.
I did ask the gentleman who answered who she was. She is the "executive liaison to the office of the chairman".

Frankly I'm both impressed and a little put off. I told the gentleman "I am just returning her call and this is my 4th attempt. Please let her know that if she wants to speak with me then its in her court".

Just a question...I'm 27, does travel get any better or easier over time? I'm going to burn on by 30 at this rate, it just not worth it :D .

So, I found out who Donna is!
Donna and I finally touched base and she identified herself as Mr. Parker's assistant and went on to explain who Mr. Parker was. I told her I was familiar.

First, she could not have been nicer or more professional and even sympathetic. She explained that she had a colleague from the east coast on the line and would like to conference her in.

As I've posted, we are in an "ok" situation. I won't call it satisfactory and the experience was a nightmare, but it does work for us...sorta (still haven't told my management that I need an extra day)....still a day later than planned

I explained to both of them that we had an arrangement and it worked but that my parents were still in coach on an Envoy ticket. I also said: "While I understand when I am told that US Air cannot control [LH's] inventory, as your customer that is hard to hear. I expect someone at US Air to hear my problem and think 'here is a valued customer, how can I help him'. Instead I just kept hearing that we were out of luck. In the interest of being fair, I'd like to add that I offered a compromise that I think was very generous. US air should have put me and my family on a [SA] carrier, even in coach, from [BCN] to any city that US serves in Europe. In doing so you then have control over the inventory on the trans Atlantic leg. I have flown internationally enough to know that there should be seats somewhere out of Europe on that day. But instead we have 2 passengers on Envoy awards traveling in coach."

They really, neither of them, said much but the East Coast rep (Cynthia, by the way) said she'd call inventory then call Donna who would call me. I thanked them for listening and added: "I sincerely apericate both of you taking this issue on. However, I also regret that it had to get to your desks. I have to think that my [CP] status combined with numerous calls had something to do with that, but what about the average traveler. I guess what I am saying is that while this was a redemptive experience, I implore you to help show this kind of customer service to your entire organization."

In retrospect maybe that was grandstanding a bit, but I really got the feeling these two cared.

Sure enough later they Donna called back to say the other two travelers were in first...which really is great b/c if I had put my mom or wife in coach I'd be dead anyway so it was shaping up to be my dad and I...and after driving around France and Spain for two weeks we'd be at each others throats! :D (kidding, we have a great relationship....just not when it comes to driving)

So, in the end....I guess this all worked out. I'm feel almost distant from when it started...amazed, impressed, discouraged and even a little embarrassed that it got to (one of) DP's assistants...but hey, if not for this board and you guys I'd have never pursued this and gotten any results.

Donna never gave me her last name and I forgot to ask. But she did say I could caller her with anything besides a missed flight... not sure I'll take her up on that any time soon, but its nice to have in the pocket....hopefully I can repay the favor of everyone who PMed me with info :eek:

Glad it's now resolved! It's a shame it was such an ordeal to fix US's errors, but hopefully it gave Doug Parker's office a sense of the customer service issues for which this thread is emblematic.

Glad to hear things worked out. I received an email reply once from Donna in Mr. Parker's office, but I shrugged it off. Nice to know she exists. I wonder if she has any children above 18 years old to help out in the Customer Service Department?

I've spoken with Donna as well. When I felt particularly screwed during an itinerary, I sent a snail mail letter and she called me personally a week or two later. Very nice woman.

I do agree that if I wasn't GP, and my itinerary did not cost $1200, I probably would not have heard back.

Very impressive. I've given up on US, assumed they don't monitor these FF posts and don't care about customer service or their elites. I've sent several letters with no reply.

Maybe they are realizing that we're not cattle that can be pushed around at will. I hope this sets a new trend for US!

Have a great time in Europe.

Perhaps we could remove some of the clutter on the first page by de-stickyfying this, and letting it slowly filter to the bottom?

Moderators?/

After a major screw-up by reservations, I emailed customer relations. Kathy Saunders, Mgr Chairman's Pref, called me back numerous times to reach me directly. She was a big help and I have also used her with one other issue since.

might want to delete that and save it for PMs - you're setting her up for a lot of phone calls.

might want to delete that and save it for PMs - you're setting her up for a lot of phone calls.


Was not thinking. Thank you! PMs welcome.

I'm going to unstick this, but I'm curious to the OP if anything further has come of it.

I'm going to unstick this, but I'm curious to the OP if anything further has come of it.

After Deb in DP's office helped us get everything straight, then it was kind of a non-event. My boss didn't care for the extra day of vacation I had to take, but in the end it all worked out.

I can safely say though if it wasn't for FT and this board, I probably wouldnt be CP and I surely wouldn't have been able to resolve this issue, at least with any satisfaction on my part.

Thanks to everyone who helped and offered sympathy!