Its nice to be able report some good stuff about US on FT every once in a while!


Today I booked a flights for myself and Mrs. Buffaloflyer BUF-PHL which is outrageously expensive to begin with. Later in the day I realized I messed up and booked a flight departing approximately 7:00 PM when I really wanted something around 7:00 AM. The problem was that there were no seats in Y early in the morning on the day I need to go. My cheapest option for those times was to drive to ROC and take a 7:45 AM flight out of there. With change fees and fare difference $500 was to be added to an already expensive flight, plus 1 hours less sleep for the drive to ROC. (Also this flight is on my own dime as I am laid off and going for a job interview in the PHL area..as you can imagine I am hyper-sensitive about prices right now)

I tried to fix it myself online and of course there was a problem and "Here's how to fix it"....I had to call a CSR.

OK here is the good part. The CSR put the CS into CSR!^ I explained I made a mistake and that I was here to submit my US Airways credit card to more punishment. My friendly Winston-Salem CSR not only finds me 2 exit row Y seats on the BUF-PHL flight that previously had no Y seats, he also goes to his supervisor (without my asking for this) and gets the supervisor to waive the change fee! I almost fell out of my seat! How very un-US like! The mistake was all mine and they absorbed the loss???? I was SHOCKED to say the least especially in the SandCastle era of US.

Needless to say that man got an A&B cert from me.

Cheers to that CSR and hopefully he and the supervisor wont get fired for being helpful ;)

Excellent. It's so nice when people go 'above and beyond' for you, especially when you're prepared for the worst.

Good for that agent, and his supervisor. ^

Excellent. It's so nice when people go 'above and beyond' for you, especially when you're prepared for the worst.

Good for that agent, and his supervisor. ^

I concur! Kudos to the agent and Sup!

Please write consumer affairs and compliment this employee. We need to encourage this type of behavior.

Back in the "old days", I was an AmericaWest Gold and they seemed to do these sorts of things all the time . . . Now I'm US Chrmn Pref and I almost never get that kind of service even though I'm flying twice the miles.

Maybe we'll see them get back to that.

I am glad to hear you got great customer service. How refreshing to read a post like this.

It was a situation like this that got me flying US in the first place. I had booked a trip for Superbowl Sunday which I was already scheduled to throw a party on. My wife was furious. I called US and they cancelled the non-refundable itinerary for free. Litttle did I know at the time that this was the policy (at the time you could cancel web bookings within 24 hours). This was also before they farmed out the general res number to Manilla or wherever it is now. I got a sympathetic sounding agent who gave me a great impression of the airline and got US a 100k/year flier for the last 3 years. Nowadays its rare when this happens to a non elite flier. Situations like this are the PERFECT opportunity for a company to forgo $100 to get $50,000 but they often don't see it that way.

Sean

Yes, it is nice to hear news like this once in a while.

I wonder if they have any 'fuzzy' guidelines when it comes to making changes for what is obviously a mistaken res. I mean it's one thing to call them a week later and change the flight by a couple hours vs. a AM/PM issue when you called shortly after making the res. I would guess they have some discretion as to whether you get hit with the change fee or not, but I've not seen anything in writing.

If only there were enough people in Winston-Salem to tend to all of us. That's where the jewels exist and that story would not have even been worth of a post five years ago, as that use to be the type of thing old US east would happily do.

Simple explanation....We people from Buffalo are so darn nice they leap to help us. Either that or they feel sorry for us...:D

If only there were enough people in Winston-Salem to tend to all of us. That's where the jewels exist and that story would not have even been worth of a post five years ago, as that use to be the type of thing old US east would happily do.

Ain't that the truth! This agent must have been a long-timer who was trained properly, and still remembers the importantacne of the "S" in "CSR"!

Please write consumer affairs and compliment this employee. We need to encourage this type of behavior.

DONE!

I think employees get more from US when you write consumer affairs than when you just give an A&B

DONE!

I think employees get more from US when you write consumer affairs than when you just give an A&B

Cover all bases and do both.

Something similar happened to me today.
I was booking a flight for my boyfriend online (I had already made my own reservation via phone to use my E-TUV) only to realize few minutes later that I had booked the wrong return flight. I immediately called the reservations dept for existing reservations, and a very nice young man handled me. I told him my story, jokingly saying it wasn't my day, and he went ahead and talked to his supervisor. He told me that his supervisor did not have the authority to waive the $100 change fee, but would transfer me to Internet Support or something like that where they have the authority to waive it. The woman was able to change the flight at no cost! Thank you, CSR! You saved my day.