US Airways Dividend Miles - Compensation when US doesn't follow their own rules?

I'm getting fed up with US consistently not following its own policies.

On my recent flights, they've been routinely giving the "final boarding" announcements ~15 minutes in advance on Shuttle flights - when their policy and CoC say 5 minutes is the cutoff. I was ticketed on the flight in question and not on board - they still wanted to close the flight without me. I got a nice coffee spill to the shirt running to the flight.

The real kicker was last week when the GA informed me that F was "full" even though the screen visible at the podium showed a "blue" seat in F. That seat, directly in front of me, went out empty. US (via CP line/email and Customer Relations) admits this was their error.

US charges me when I don't follow their rules, so I think it's only fair that if they don't follow their own rules, compensation is due for the service that they have failed to provide. In the latter case above, that's 5,000 miles and $25. (the value they assign to the upgrade they didn't process).

My position is that if you fail to provide the service you have promised and deny compensation, it goes to the DOT. Is that so unreasonable?

My position is that if you fail to provide the service you have promised and deny compensation, it goes to the DOT. Is that so unreasonable?

Depends on what you mean by "service promised"?

I don't think the DOT is going to get involved in a dispute about a frequent flier benefit (upgrades in this case). Nor do I think they should.

Yes, you are being unreasonable. How does them making boarding announcements have anything to do with their 5 minute rule? How do you know that they door would have been closed before the 5 minutes just based on an announcement? I dont blame them wanting to make such an announcement if they are only waiting on one passenger. Making an "early" announcement is not a violation of the 5 minute rule.

And as to the upgrades, that not a guaranteed benefit. Maybe there was a change in availability between when you asked and the moment you looked at the screen. And with the upgrade, were you even on the upgrade list?

Why do you so many use the DOT as a "crutch" for whenever they have a problem with air travel?

On my recent flights, they've been routinely giving the "final boarding" announcements ~15 minutes in advance on Shuttle flights - when their policy and CoC say 5 minutes is the cutoff. I was ticketed on the flight in question and not on board - they still wanted to close the flight without me. I got a nice coffee spill to the shirt running to the flight.

So, you went for coffee 15 minutes before departure?

I dont blame them wanting to make such an announcement if they are only waiting on one passenger. Making an "early" announcement is not a violation of the 5 minute rule.

Shuttle flights close early routinely. In this case, we pushed almost 10 minutes early.


And as to the upgrades, that not a guaranteed benefit. Maybe there was a change in availability between when you asked and the moment you looked at the screen. And with the upgrade, were you even on the upgrade list?

Incorrect. It is promised on a space available basis. There way space available. I inquired via phone and at the gate. The GA quite simply did not do their job. As per policy, they should have cleared upgrades and moved seats. This is especially simple on a half full E170.


Why do you so many use the DOT as a "crutch" for whenever they have a problem with air travel?

Pretty simple - airlines are very good at telling us where to stick it, even when they're wrong and break their own rules.

All airlines use Boeing or Airbus for M/L, Same airports, same ATC, same fuel, weather etc etc.

The ONLY real differentiators is how they treat people. They create a CoC that would stymie a Wall Street Attorney to bludgeon customers with.

Our gentle poster McFly has a valid point. Rules is Rules no matter which side gets dinged financially. If US doesn't follow it's own rules except when they fall in their favor says a great deal about the leadership of US Airways and none of it positive.

When I was a CP, I earned 7 upgrade to F in a row that boarded on time with no Pre Departure Beverage. I contacted US and when I got a follow-up phone call I read the paragraph from their web page that detailed the amenities and said, "7 flights no PDB x $7.00 each, I'll take a voucher for $50.00"! Know what? They gave me one for $100.00.

I say don't let those B*stards breathe! Treat them like they treat you and maybe we'll all have better experiences.

OP I would complain about the empty F seat but it is hard to actually request compensation without knowing if you were #1 on the upgrade list--- not sure if you'll ever know this--- but if they'd followed the upgrade order and someone else outranked you or got on the list first, you'd have still been in coach. I am not at all a fan of punitive compensation, and without knowing my place in the upgrade list, I'd be reluctant to come out and say "compensate me." Plus there's the (slight) chance that the seat in question was inoperable.

I would still complain about the lack of proper procedure but mainly because they need to know who's doing it wrong so they can retrain and reprimand as warranted. You may get something nice as a makeup gift though.

On the early boarding, though, I can't see complaining. The GA rushed you which is pushy, but on a shuttle flight (which implies experienced travelers and chronically congested airspace) I'd actually encourage the GA's to get things rolling early than discourage them. That's just me though. They didn't leave you behind so the extent of any communication I'd have with US on this (assuming I even took the time to write in, given that i don't see it as a huge wrong) would be to request the station manager reiterate to the GA's that passengers are not to be left behind until the minute that clock runs out, even if everyone else is settled in. Having lived through many a summer with DCA and its unpredictable weather, and the way things get frigged up and down the entire east coast anytime it storms, I cheer a little bit inside anytime we get an early pushback.

When I was a CP, I earned 7 upgrade to F in a row that boarded on time with no Pre Departure Beverage. I contacted US and when I got a follow-up phone call I read the paragraph from their web page that detailed the amenities and said, "7 flights no PDB x $7.00 each, I'll take a voucher for $50.00"! Know what? They gave me one for $100.00.

I say don't let those B*stards breathe! Treat them like they treat you and maybe we'll all have better experiences.

What in the world?!

Where does it say you are required to receive a PDB? This is clearly from long ago since I can't remember seeing that on the website in the last year or two at least.

And at what point do you stop requiring compensation?

If I don't get a "quiet environment to work, relax or rest," should I go ask for some money? Should I get money back when priority baggage comes off after a few normal bags?

What in the world?!

Where does it say you are required to receive a PDB? This is clearly from long ago since I can't remember seeing that on the website in the last year or two at least.

And at what point do you stop requiring compensation?

If I don't get a "quiet environment to work, relax or rest," should I go ask for some money? Should I get money back when priority baggage comes off after a few normal bags?

Like I said, Rukes is Rules and if they don't follow them complain. It's their choice to grant compensation. The drink incident was the ONLY time in 9 years as a CP I ever requested compensation for myself.

The service guidelines state that if the Aircraft begins boarding on time then the F customers are to receive a PDB. Helps to befriend an F/A or two you learn a great deal. I've grown tired of the one way street with airlines and their rules. Accountability is a biotch and so am I.

Like I said, Rukes is Rules and if they don't follow them complain. It's their choice to grant compensation. The drink incident was the ONLY time in 9 years as a CP I ever requested compensation for myself.

The service guidelines state that if the Aircraft begins boarding on time then the F customers are to receive a PDB. Helps to befriend an F/A or two you learn a great deal. I've grown tired of the one way street with airlines and their rules. Accountability is a biotch and so am I.

But service guidelines are not public documentation nor are they advertising. Nowhere does US advertise pre-departure beverages. So to use that example in this particular situation doesnt seem like a valid comparison. And really complaining about PDBs?? save the time of the customer relations people for dealing with people that have real problems.

But service guidelines are not public documentation nor are they advertising. Nowhere does US advertise pre-departure beverages. So to use that example in this particular situation doesnt seem like a valid comparison. And really complaining about PDBs?? save the time of the customer relations people for dealing with people that have real problems.

When I board a flight not having my gin and tonic is a real problem. WHY? Because my expectations haven't been met. Now who created those expectations? Me? Or US?

Cut pasted from the US website

Meals

High-quality, fresh meals with a new menu every month
Complimentary premium wine, beer and liquor
Snack baskets

On the early boarding, though, I can't see complaining. The GA rushed you which is pushy, but on a shuttle flight (which implies experienced travelers and chronically congested airspace) I'd actually encourage the GA's to get things rolling early than discourage them. That's just me though.

If I hadn't been left TWICE this summer already (one of those cascaded thanks to the cancellation of the next flight), I might agree. It's pretty simple - do what you say you will, when you say you will.

We all have to do that in our businesses - why is US any different?

If you say someone doesn't need to be present until 5 minutes prior in your CoC, then don't start giving away seats or pushing at 10 minutes prior.

As side note, US uses the Shuttle for connections at DCA, so it's much more crowded than it used to be and its not all experienced travelers.

When I board a flight not having my gin and tonic is a real problem. WHY? Because my expectations haven't been met. Now who created those expectations? Me? Or US?

Cut pasted from the US website

Meals

High-quality, fresh meals with a new menu every month
Complimentary premium wine, beer and liquor
Snack baskets

what you posted shows nothing about PDBs. it shows that they offer complimentary alcoholic beverages but nothing about PDBs. if you were on a flight that had no alcohol available then i'd say by all rights complain. but where does it show in their advertising or marketing materials that PDBs are a benefit of first class??

If I hadn't been left TWICE this summer already (one of those cascaded thanks to the cancellation of the next flight), I might agree. It's pretty simple - do what you say you will, when you say you will.

We all have to do that in our businesses - why is US any different?

If you say someone doesn't need to be present until 5 minutes prior in your CoC, then don't start giving away seats or pushing at 10 minutes prior.

As side note, US uses the Shuttle for connections at DCA, so it's much more crowded than it used to be and its not all experienced travelers.

a seat being given away prior to the published cutoff is one thing and definitely worth of a complaint/compensation, but an early announcement about final boarding isnt at all worthy of a complaint/compensation.

US is CONSTANTLY not following its own policies- such as recently telling me that a ticket booked on Orbitz wasn't available for a mileage upgrades; refusing to add me to a standby list (even though I am GP), etc.

I ask for compensation only when US does something that costs me to waste a significant amount of time and money, and I've done that only 2x in about 15 years. Stuff like not getting an upgrade is annoying, and that's it.

a seat being given away prior to the published cutoff is one thing and definitely worth of a complaint/compensation, but an early announcement about final boarding isnt at all worthy of a complaint/compensation.

When the prior experience is that it's the precursor to giving away your seat, I'm concerned.

Would I complain to the DOT over an announcement? No.

Do I complain to the DOT when I'm left behind 10 minutes prior? HELL YES.

If you say someone doesn't need to be present until 5 minutes prior in your CoC, then don't start giving away seats or pushing at 10 minutes prior.


The original post doesn't say anything about being left behind after the plane pushed early. If you were left behind after an early push-back, then by all means you should be compensated. If they're just barking at you in an attempt to get that one last passenger on board so they can get that early push-back, I just don't find that complaint-worthy.

If they leave you behind = bad, Very bad (and I would be ticked off too)
If they just rush you to board = there's 100+ people all ready to go and waiting on you, so put a little spring in your step!


what you posted shows nothing about PDBs. it shows that they offer complimentary alcoholic beverages but nothing about PDBs. if you were on a flight that had no alcohol available then i'd say by all rights complain. but where does it show in their advertising or marketing materials that PDBs are a benefit of first class??

+1, and given that in some places like MCO, US can't serve alcohol on the ground, I would guess they'd never advertise PDB as a deliverable service.

US is CONSTANTLY not following its own policies- such as recently telling me that a ticket booked on Orbitz wasn't available for a mileage upgrades; refusing to add me to a standby list (even though I am GP), etc.

I ask for compensation only when US does something that costs me to waste a significant amount of time and money, and I've done that only 2x in about 15 years. Stuff like not getting an upgrade is annoying, and that's it.

That is not true.. I've found for the most part they do follow their own policies. As to Orbitz tickets, there are some that arent eligible for any sort of upgrade or points. Some Orbitz tickets such as those booked in conjunction with a package in many cases are like consolidator tickets and arent eligible for any benefits. And for the stand by list, were you there with an appropriate amount of time? were you trying to change from your original routing?

[QUOTE=whytravelsomuch;19003457]That is not true.. I've found for the most part they do follow their own policies. As to Orbitz tickets, there are some that arent eligible for any sort of upgrade or points. Some Orbitz tickets such as those booked in conjunction with a package in many cases are like consolidator tickets and arent eligible for any benefits. And for the stand by list, were you there with an appropriate amount of time? were you trying to change from your original routing?[/QUOTE

It is true in my situation, although hopefully it's different for you. You may wish to get the facts relating to someone's claim before asserting that what the person says is not true.

For the ticket, I was trying to upgrade one flight with miles. I had to call US repeatedly to get it done, as no inventory was released until shortly before the flight. 10+ agents checked and would say, "no inventory is yet available, but just keep checking with us." One agent said, "the ticket was bought on Orbitz and thus can't be upgraded." Finally, as soon as inventory was released, the ticket got upgraded.

More examples:
(1) a gate agent flat-out refused to add me to the upgrade list for a flight- "we have a long upgrade list and you won't make it anyhow..." I showed her my Preferred card and she came up with a different story as to why I couldn't be added.

(2) being told, when asking to cancel a ticket to LGW and just apply the value, minus change fees, to another flight- "no, this is an international ticket and so unlike domestic tickets, if you can't take the flight, it cannot be changed and the value, minus change fees, cannot be applied to another ticket- you just forfeit it entirely". So then I just called again and was able to do what I wanted.

(3) a gate agent announced to all of us waiting for a flight- "the flight is delayed, and so you can leave the boarding area- just be back within 15 minutes." I checked my watch, went to the Club to fix a flight situation, and was back in 12 minutes- and the flight had almost finished boarding. The gate agent told another guy and I who had just come back, "well, we're almost finishing boarding, and we'll be delayed if I let you get on, so no, you can't board." Result? I got home 7 hours late.

Etc., etc., etc., etc. I'd say that there is 1 instance of not following policies for 50% of the trips I take on US. Sometimes it's in the customer's favor, yet mostly it's not. Usually the situation is just an agent not knowing policies or not wanting to be bothered.