US Airways Dividend Miles (Pre-2005 America West merger) - Advice about about filing a D.O.T. complaint

I have a quick question. Im really angry about the delay that hapened last week in PHL, and the way we were treated there by most of customer service. I am considering filing a complaint with the D.O.T, but first I need some advice.
1) Where/how do I file a complaint w DOT? Phone, mail, web?
2) My complaint would be about a delay of a plane, they would not hold for us, our connection left PHL gate at 9:27, our plane got in PHL gate at 9:27. It was a short walk from B6 to B15. The connection was already delayed from its scheduled 8PM departure. The delay was related to ATC closure of inbound traffic, but the essence of our missing connex (not holding the plane for 2 minutes, is what I want to center my complaint on) No compensation at all, because technically it was an ATC problem, but in the end it was fault of the people working the gate, customer service, and miscommunication on the part of US Airways. Is this worthwile to report this to DOT, if not what kind of complaints are suitable to be filed with DOT?
3) If I do decide to report to DOT, should I send a threat email to US Airways first ie: Hello my name is Kinglobjaw, my DM # is 7A777A7, heres the whole situation. And then something along the lines of I request some kind of compensation or I will be filling this with the DOT. <<END HERE>>
Basically, I want some kind of compensation for each of us 3 pax flying there. Those US Airways vouchers for future flights I was thinking of.

I have not had problems/delays with US Airways ever since I started flying with US in 2003. This is the first time ever, something like this has occured to me and my family, and the response from the staff was just horrible, down to the laughing/rude comments made my US employees about us missing our connection by 2 minutes. Please help me out with this matter, as I have never filed a DOT report ever. Thanks!

I have a quick question. Im really angry about the delay that hapened last week in PHL, and the way we were treated there by most of customer service. I am considering filing a complaint with the D.O.T, but first I need some advice.
1) Where/how do I file a complaint w DOT? Phone, mail, web?
2) My complaint would be about a delay of a plane, they would not hold for us, our connection left PHL gate at 9:27, our plane got in PHL gate at 9:27. It was a short walk from B6 to B15. The connection was already delayed from its scheduled 8PM departure. The delay was related to ATC closure of inbound traffic, but the essence of our missing connex (not holding the plane for 2 minutes, is what I want to center my complaint on) No compensation at all, because technically it was an ATC problem, but in the end it was fault of the people working the gate, customer service, and miscommunication on the part of US Airways. Is this worthwile to report this to DOT, if not what kind of complaints are suitable to be filed with DOT?
3) If I do decide to report to DOT, should I send a threat email to US Airways first ie: Hello my name is Kinglobjaw, my DM # is 7A777A7, heres the whole situation. And then something along the lines of I request some kind of compensation or I will be filling this with the DOT. <<END HERE>>
Basically, I want some kind of compensation for each of us 3 pax flying there. Those US Airways vouchers for future flights I was thinking of.

I have not had problems/delays with US Airways ever since I started flying with US in 2003. This is the first time ever, something like this has occured to me and my family, and the response from the staff was just horrible, down to the laughing/rude comments made my US employees about us missing our connection by 2 minutes. Please help me out with this matter, as I have never filed a DOT report ever. Thanks!

Something tells me you have no grounds to file any kind of a complaint. If a flight was supposed to leave at 8 p.m. and they left at 9:27, they are under no obligation to hold it for you. If there were sufficient pax that were 2 minutes late, they would have held it. What miscommunication are youreferring to?

If there was a poor customer service attitude...that's another thing - but first justify why you think that they should have held it for you...

King-

I agree with STS on this one. The DOT does not care, and there is no regulation requiring, a carrier to wait longer when TOD is -1:27.

The big problem with all USA carriers now is that their blind pursuit of 100% load factors makes it impossible for them to recover from flight irregularities of any size. It many times takes US over 24 hour hours to recover from several mis-connects because of lack of availability of alternative seats. They will not rebook you on another carrier that has seats unless you force them to, for instance.

If THAT occured in your case ("I'm sorry Mr. CP, we don't have a seat to SEA for 3 days"), that is definitely deserving of a DOT complaint. Don't bother sending anything at all to Tempe, though. That is a waste of time. Complaint letters are only being responded to with form letters, generally in 30 to 60 days as made clear by all other posters on that subject.

This is the web page that describes how to file a complaint:
http://airconsumer.ost.dot.gov/problems.htm

Thanks hoobly, I will look into it.

As to reply to sts603 and phoenixflyer, i understand theyre trying to get it out ASAP, but hold it for 2 minutes. 2 minutes, please there were 3 of us! And I was confirmed in F cabin! I was rebooked into coach the next day!

While it is not their policy to hold a flight for 3 people, they have been known to do so for 10 or more, as exemplified in my flight from CLT to LGA last Friday night. Perhaps the difference was that I connected in CLT rather than PHL as well.

King, I have to agree with the others that your complaint is likely without merit--especially since the initial reason for the delays is weather or ATC. ATC is attrocious in PHL--but is limited because of its position below arrival and departure corridors for NYC, DC, and BOS. There is just so much airspace available.

Thanks hoobly, I will look into it.

As to reply to sts603 and phoenixflyer, i understand theyre trying to get it out ASAP, but hold it for 2 minutes. 2 minutes, please there were 3 of us! And I was confirmed in F cabin! I was rebooked into coach the next day!

King-

I hear you. It would have ticked me off as well. All of my commercial flying has had only one glitch in the last two months, however. As I said earlier, the remarkably HUGE problem is the non-availability of seats on the next 7 flights to where you are going...as you found. Then, when there is a seat it is a middle seat whether you are a CP or not.

There are too many moving parts (maximum crew service hours, destination weather, airport operating hours, down stream connections, crew rest requirements, etc.) to allow the a/c to wait in SOME cases...but not all.

Three years of incident-free flying and you're running to the DOT the first time things don't go the way you wish, said things being complicated by weather and ATC?

If you were laughed at or experienced poor attitudes, then complain to US. I don't think your unhappiness rises to DOT-level.

Sure, it'd be nice if they held the plane for you but when do they stop doing it and let the flight go? They could have kept holding and holding for each next delayed flight just arriving. It could have been held for hours, say nothing of inconvenience for those waiting the arrival of that aircraft so that they might go somewhere. (And if it was held for hours, would you be writing the DOT about the delay after it was held for you and then for others after you?)

And unless you paid for those FC seats (presumably not, since you said you were confirmed into them), I'd drop that line. It will have no weight with the airline or the government.

Sorry the line was drawn at your inconvenience.

... the essence of our missing connex (not holding the plane for 2 minutes, is what I want to center my complaint on)...

Last week we (2 CPs) found ourselves in the same situation when our inbound CLT was delayed due to weather. We missed our AVL connection by a few minutes (less than 5, I'd say), and it was the last flight of the day. Slightly miffed, yes, but it's all part of the "joy of traveling" :)

We learned something, though - that there are kind folks when all is not going well. We found an airport chain motel that offers $34.99 rate to distressed pax, and the shuttle driver went beyond the call of duty (with permission from the night manager) to transport us to the nearest Waffle House for a late snack as their restaurant was already closed for the night. So the next time we get stranded in CLT, we know where to go!

So the next time we get stranded in CLT, we know where to go!


Where did you stay?

Where did you stay?

BW Airport Inn, cnr Little Rock Rd and I-85. Their regular rate is something like $89, so their distress pax rate is quite a bargain.

Unfortunately travelers get very selfish, especially on misconnections.

So as a gate agent, I must decide and decide quickly: do I hold a plane for 3 inbound passengers and cause 50 to miss their connections, or do i get the plane out and work with the 3 pax when they show up.

Also, if it was a mechanical or delay within USAirways' control, then you should be awarded some level of compensation.

Also, upgrade F seats mean nothing. You will be rebooked as your VCR shows your ticketed cabin. If upgrade seats are open, fantastic. But i've seen agents get fired for booking in revenue first class when they were only ticketed for coach.

Unfortunately travelers get very selfish, especially on misconnections.

So as a gate agent, I must decide and decide quickly: do I hold a plane for 3 inbound passengers and cause 50 to miss their connections, or do i get the plane out and work with the 3 pax when they show up.

Also, if it was a mechanical or delay within USAirways' control, then you should be awarded some level of compensation.

Also, upgrade F seats mean nothing. You will be rebooked as your VCR shows your ticketed cabin. If upgrade seats are open, fantastic. But i've seen agents get fired for booking in revenue first class when they were only ticketed for coach.


Were talking 2 minutes here. The plane was already 1 hour 27 min delayed, it wouldnt make a difference if it was 1 hour 29 min delayed. The people would have made connections or they wouldnt have within those 2 minutes. We would have. Lastly, Im gonna go on the facts. According to usairways.com, the inbound arrived at 9:27 PM, and our connection left 9:38 PM thats what usairways.com flight status has said. Now, I can say. Hey we were at our connecting gate a 9:29 PM, and the flight departed at 9:38PM, why wasnt our plane there. In addition, this was the last flight departing to LAS. If it is the last flight out, they have to hold it. Lastly let me reiterate. 2 minutes, 120 seconds. Whatever you want to call it. Its 2 minutes. Come on, whats the matter with you US Airways. Will be atleast writing Doug, and will consider a DOT report. But I will be getting something out of this. Plus you CLT people are lucky to get a cheap hotel for 39. They found a hotel for US 30 miles from EWR, and no transportation. Youve got to be kidding me. We had to pay 217 for a night at The Renaissance PHL. A hotel near EWR, youve honestly got to be kidding me.

The DOT doesn't really care what's in the letter. If it's a criticism of the an airline (domestic), the complaint will be charged against that carrier and published two to three months later. The report is distributed to the public, media and other interested parties. The DOT takes no regulatory or enforcement action against the carrier; they essentially run a monthly polling service (the department compiles compliments too).

If you have a complaint, I think it's very worthwhile complaining to the DOT.

Were talking 2 minutes here. The plane was already 1 hour 27 min delayed, it wouldnt make a difference if it was 1 hour 29 min delayed.

King -

One thing you may not have considered is how close was the crew to going illegal. FAA duty regs are clear on the amount of time that flight crews can work per day, and sometimes, 2 minutes is all of the difference in the world. If the crew goes illegal for that 2 minutes, then all the pax on the aircraft are inconvenienced, not just the 3 of you.

And one other note - you've been pretty lucky if this is the first time in three years that you've been inconvenienced like that. I'd look at it as every now and then, you're due for something like this to happen - and you can either react with grace, or with something else.

I'd suggest you send a polite complaint letter to US and see where it goes. Hopefully they'll respond to you, and perhaps give you a fuller explanation of what happened. If you want to copy the FAA or DOT, by all means do.

Were talking 2 minutes here


WELCOME to the fabulous world we call TRAVELING by AIR.

Maybe they gave your seats away and you still couldn't have gotten on the plane.

That exact thing happened to me just a few weeks ago in PHL. The spring storms coming from the midwest played havoc with PHL all friggin day. And it screwed up BOS a lot, where I happened to be.

My BOS to PHL flight was delayed but I knew I had enough time to sprint to my gate should I be a bit overdelayed. Well the ever present PHL ATC WX delays decided to screw me again.

Upon finally landing in PHL I was amazed that I had 12 minutes to spare. Well when I got to the gate for my connection, the GA just stood there and said "we've been calling for you!". I replied, "I was on an inbound flight that was stuck circling PHL?!"! She just looked at me like I was speaking a foreign language.

Needless to say, the plane was still at the gate, with the jetbridge still attached, but I didn't get to board.

They gave my seat away.

I was put on the next flight and just had to spend a few extra hours sitting in PHL.

Oh well.

It's the price you pay when you fly through PHL.

I'm gonna make the same comment I made on another thread - that's really too bad, but these things happen. Twice in the last year US has gone out of their way to hook me up on a tight connect. Really out of their way. And I've been really greatful, and it's helped me to overlook some other things that haven't gone right.

In the past things have gone the other way. To coin a cliche, travelling is an adventure, and you gotta go into every trip knowing that there is a real chance things will go in the crapper. It's just the way it is. Be greatful when things go your way, and sanguine when they don't and you'll enjoy everything more.

Until they start charging for exit rows :rolleyes: :D

King -- yer still not getting it.

It was due to ATC. Not USAirways' fault. There is a chance they gave your seats away, as well.

Also, there is NOTHING in FOCUS (USAirways Manual in Sabre) that says the last flight MUST be held.

Unfortunately you'll just have to suck this one in and get over it.

I've been there before and it sucks. But it is clearly stated "you must present yourself to the gate area no less than 15 minutes prior to departure or your seats are subject to cancellation".

And trust me, we're watching our inbounds (G*L123PHL/IB) .. its a simple command... and sometimes as an employee a line has to be drawn and reaccomodate some people.

I really do not think that this warrants a DOT complaint. US Airways did not break any law or even any company policy by not holding the airplane. The DOT should only be written when one of the above is done.

For example when an airline violates the Air Carrier Access Act of 1986 which sets guidelines for how the airlines handle disabled passengers. This is really what the DOT is set up to handle. If you are parapalegic and you were forced to sit on the airplane for a hour waiting on assistance to get off then that warrants a complaint. In this case the airline is flat our violating the law and will be fined atleast $25,000 if the complaint is valid.

Now I understand that you were inconveinced because of the ATC and that is not fun, however like I said the airline did not violate any law or company policy. I just do not understand your reasoning on writing the DOT. For an airline every second counts and those 120 seconds could mean missing curfew in a city, crew timing out, more missed connections, missing their assigned departure time, etc... And like a poster said those DOT complaints are made public and others will be able to read it and you may be judged on that, but if that doesn't bother you than by all means go right ahead.

In spite of all of the discussion, justification, etc., I will chime in over the question in the subject.

The address in Hoobly's link is indeed correct.


This is the web page that describes how to file a complaint:
http://airconsumer.ost.dot.gov/problems.htm


If you want to be more specific, try the Aviation Consumer Protection Division, U.S. Department of Transportation, C-75, 400 7th St. S.W., Room 4107, Washington, D.C. 20590. E-mail airconsumer@ost.dot.gov, or leave a voice mail at (202) 366-2220.


FWIW, every complaint is read, reviewed, and followed up on---- most likely, if you send a complaint about US Airways, the letter will be directed immediately to US for comment. As far as tally of complaints, I don't know if every complaint is counted, or if only unresolved ones are addressed, as the DOT folks are judicious and understand some people may write directly to DOT to "make extra noise" when the matter could be dealt with by the airline itself. More than anything, the office works toward resolution in cases of a customer/airline impasse.

Let's review - last week was filled with terrible weather all over the midwest and even to the east coast. Multi-hour delays at ORD and many other airports. ATC delays galore. Ground holds all over the country. Massive delays.

Now, a passenger wants to "threaten" US for failing to sufficiently delay a connecting flight?

Anything in the US Contract of Carriage requiring that connecting flights be held for delayed pax? Nope.

Anything in the US Customer Service Plan requiring same? Nope.

Anything in federal law requiring same? Nope.

Anything in federal regulations (FAA/DOT/Any) requiring same? Nope.

Any requirement at all (contractual/federal law, etc) requiring US to furnish hotel rooms to pax when delay is weather/ATC related? Nope. None at all.

So what, exactly, would be the point of complaining to the DOT?

Frequent flyers know that the OP's experience of last week happen all the time to lots of good people. I've got news for the OP: Get used to similar delays if you spend your lifetime as a frequent flyer. Get an airline club membership and hope your preferred airline will take good care of its top-tier elites on days when the system falls apart (like last week).

I've seen airlines hold airplanes for connecting pax, but typically that's done in cases of isolated delay, not days when a majority of flights are delayed.

The OP wants "compensation" yet has articulated no basis for any compensation. Should be worth a chapter or two in the new book.

Let's review - last week was filled with terrible weather all over the midwest and even to the east coast. Multi-hour delays at ORD and many other airports. ATC delays galore. Ground holds all over the country. Massive delays.

Now, a passenger wants to "threaten" US for failing to sufficiently delay a connecting flight?

Anything in the US Contract of Carriage requiring that connecting flights be held for delayed pax? Nope.

Anything in the US Customer Service Plan requiring same? Nope.

Anything in federal law requiring same? Nope.

Anything in federal regulations (FAA/DOT/Any) requiring same? Nope.

Any requirement at all (contractual/federal law, etc) requiring US to furnish hotel rooms to pax when delay is weather/ATC related? Nope. None at all.

So what, exactly, would be the point of complaining to the DOT?

Frequent flyers know that the OP's experience of last week happen all the time to lots of good people. I've got news for the OP: Get used to similar delays if you spend your lifetime as a frequent flyer. Get an airline club membership and hope your preferred airline will take good care of its top-tier elites on days when the system falls apart (like last week).

I've seen airlines hold airplanes for connecting pax, but typically that's done in cases of isolated delay, not days when a majority of flights are delayed.

The OP wants "compensation" yet has articulated no basis for any compensation. Should be worth a chapter or two in the new book.

Great post! I am just amazed at passengers these days... (I'm an agent). I really want to know why the OP believes he deserves compensation.

I really do not think that this warrants a DOT complaint. US Airways did not break any law or even any company policy by not holding the airplane. The DOT should only be written when one of the above is done.

Actually your statement isn't completely accurate correct. The DOT handles any complaint that a consumer has about his or her experience with air travel. The DOT has three broad categories of complaints (i) civil rights, (ii) customer service and (iii) other. If you click here (http://airconsumer.ost.dot.gov/reports/index.htm), you can see the month-by-month report on airline performance. Here's a link for the most recent report (http://airconsumer.ost.dot.gov/reports/2006/may/0605atcr.pdf). If you scroll down to page 34, you'll see that the service complaints are subdivided into flight problems, oversales, reservation/ticketing/boarding, fares, refunds, baggage, customer service, disability, advertising, discrimination, animals, and other. As you see, the DOT handles and reports complaints over a range of subjects.


For example when an airline violates the Air Carrier Access Act of 1986 which sets guidelines for how the airlines handle disabled passengers. This is really what the DOT is set up to handle. If you are parapalegic and you were forced to sit on the airplane for a hour waiting on assistance to get off then that warrants a complaint. In this case the airline is flat our violating the law and will be fined atleast $25,000 if the complaint is valid.

The DOT handles these types of complaints too; however, the DOT handles all consumer complaints about service and has a mechanism to report complaints. Service complaints are published monthly. Some papers run stories with information gleaned from these reports.


Now I understand that you were inconveinced because of the ATC and that is not fun, however like I said the airline did not violate any law or company policy. I just do not understand your reasoning on writing the DOT. For an airline every second counts and those 120 seconds could mean missing curfew in a city, crew timing out, more missed connections, missing their assigned departure time, etc... And like a poster said those DOT complaints are made public and others will be able to read it and you may be judged on that, but if that doesn't bother you than by all means go right ahead.

All very true, but as I said, the DOT has a mechanism for handling complaints. I think it wise to file a complaint to the DOT if you're not happy.

Actually your statement isn't completely accurate correct. The DOT handles any complaint that a consumer has about his or her experience with air travel. The DOT has three broad categories of complaints (i) civil rights, (ii) customer service and (iii) other. If you click here (http://airconsumer.ost.dot.gov/reports/index.htm), you can see the month-by-month report on airline performance. Here's a link for the most recent report (http://airconsumer.ost.dot.gov/reports/2006/may/0605atcr.pdf). If you scroll down to page 34, you'll see that the service complaints are subdivided into flight problems, oversales, reservation/ticketing/boarding, fares, refunds, baggage, customer service, disability, advertising, discrimination, animals, and other. As you see, the DOT handles and reports complaints over a range of subjects.




The DOT handles these types of complaints too; however, the DOT handles all consumer complaints about service and has a mechanism to report complaints. Service complaints are published monthly. Some papers run stories with information gleaned from these reports.




All very true, but as I said, the DOT has a mechanism for handling complaints. I think it wise to file a complaint to the DOT if you're not happy.

I see that I have a one track mind when it comes to the DOT. I know if does handle all types of complaints. I spent 3 years as a supervisor for a contract company that just took care of the disabled paxs at a large US airport. I spent many hours researching and responding to complaints regarding disabled paxs, so I guess I am just really knowledgeable about that aspect. Thanks for the additional information though!

I just have a hard time justifying the OPs complaint. I know he was unhappy about what happened but what did the airline do wrong? Please help me understand this. Maybe he should write to the FAA about the ATC delays or to GOD about the weather. I know most airlines do things on a daily basis that warranr complaints but I just don't see it here...

IIRC, you are referring to a misconx on a flight for which you chose an out of the way routing (ORD-PHL-LAS vs the ORD-LAS direct) on a day when POTUS closed PHL and surrounding airspace.

Could your friends in ORD have helped you with that? Probably, though they weren't under any obligation to do so. Depending on the fares booked they may not have been able to as it's tough to take you from a forced connection fare'd as two separate segments to a non-stop. From a rules perspective it may have also changed your "starting point" to PHL.

Further, the last PHL-LAS may have connections in LAS. The fact that you (or anyone) are elite generally doesn't mean they should hold the plane. In your case, the doors should have been closed BEFORE you landed based on the in and outbound times you specify. In the time you wanted them to hold, it's quite possible a crew on a transcon turn with a likely delay in and outbound would have gone illegal. Once that door is closed, they're good. If it opens again, NOBODY goes, elite or not, if the duty day has been exceeded.

The best you're going to get is a "we're very sorry"... but you're likely to get a "tough luck" instead. It's not a matter of being out of touch with customers or elites. It's a matter of the greater good (other pax on the plane) taking precedence over you (and elites).

Compensation for:

1)A 72 hour vacation cut short by about 14 hours.

2) When waiting for an hour in some parking area at ORD, we asked if we could be removed from the plane (just the 3 of us) and put on an HP nonstop to LAS. The F/A's said we were going to PHL today and theres nothing we can do about it, after that comment, approximately 55 minutes sitting in some remote parking area watching out the window and seeing 2 HP Airbus departing to PHX and LAS, 1 more arriving from the west.

3) We were connecting to the last flight departing to LAS, where in LAS we were connecting on our second connection to the LAST and ONLY flight to PSP.

4) Im a seriously hoping all of you are realizing that this is no typo 2 minutes. The 757 was still standing there, you could see it through the window!

5) When we were waiting at ORD for that 1 hour, we were allowed to use cell phones and computers, so I logged on using my laptop, to the internet to check flight info, and seat buckets. The plane had 4 seats still left in F, and a minimum of 9 left in Y, so there was a ton of space.

6) The location of the arrv flight into PHL, and departing from PHL. This was not some Terminal A to F connection, or B to A, or C to A, or even B to C, this was B6 to B15, roughly 20 seconds running.

7) I was in row 3 on the 737 in F cabin, was the 2nd to get off the plane. You Sabre system was able to see, that I wasnt in Exit row like my parents or anyone in the back, I was real upfront, being the first batch of PAX to depart.

8) If available, failure to want to look into later flight departing on other airlines.

9) Offering of a hotel near EWR for the discounted price, in a different state. When I logged on the internet at least 10 hotels- Renaissance, Courtyard, Fairfield to name a few were all available with a ton of vacancy.

10) Hotel not being offered for free by anyone, not US, not the ATC, not anyone. Everyone decides to push the blame from one person to another

11) A mention of weather comes up as a way to again shift the blame to someone else. Though we had some rain/ thunderstorms at 8 AM on Wednesday May 24, 2006, the weather was perfect afterwards, and our flight was at 4:05 PM Why lie to pax and make more excuses?

12) The 757 to LAS didnt even fly away yet, and the one GA was already changed and walking away from the podium. She didnt care that were supposed to make that flight, she didnt respond at me asking her to do something about that plane. She just laughed at me pleading to her for some kind of help. She just said, its gone baby, and Im not gonna anything for you, then she got her a$$ on the us airways electi-cart and drove away.

13) When I later walked up to some other agents, they asked me why am I not on that flight, that it leaves at 9 38PM at B16. I told them B16 is empty, they told me they should have held US649.

14) usairways.com states that our flight from ORD arrived at 9:27PM, and the LAS connection left at 9:38PM. Thats 11 minutes. Then why wasnt the LAS flight there at 9:29PM, but instead moving away from the gate

15) The special services counter has 1 person working a line of 50 people, numerous agents sitting in boarding areas and joking around and doing nothing, only after my Mom started yelling at them, then did 10 counters magically open up ready to assist passengers.

16) In an effort to see if Special services counters at A,C,F had less lines, I with my 10lb laptop, and 15lb bookbag walked to the high, high A gates, back to C gates, and to F gates. I was getting real tired from the walking, so I asked if they would page an electri-cart for me, since the stuff I carried was real heavy, they told me everything is right around the corner, youre young, and electri-carts are for more needy people than you!

17) Fiasco with bags. Everyone told us, before we go to hotel, we must find our bags somewhere in the B/C baggage claim. After 30 minutes of looking for bags, the Baggage office tells us the bags are in a sorting facility, and I will see them in Palm Springs (which was real good), but the fact we were told to go look for them, and after 30 minutes, were not getting them, miscommunication, that is unacceptable.

If you would have cracked out your 10lb laptop pre-departure, you may have been able to realize there were all sorts of backup in PHL and then at ORD asked for the reroute.

Once you got on the plane ORD-PHL, you were at the whim of that flight and the rest of the downline effects.

You also had the ability to use your cellphone while holding in ORD, call up Gold Res and say you were going to misconnect and see if they could protect you on another flight, or perhaps another airline.

There were definitely some things out of your control, but they could have been better influcenced by some decision making on your part as well. The airline did the best that they could under situations to which they could not control. US can't say "hurry up Mr. President, mr. kinglobjaw needs to make his connection to LAS". You are one of many people on many airlines that felt the effects of a presidential landing on an airport.

I'm with everyone else, a DOT complaint is worthless.

-JC

... numerous agents sitting in boarding areas and joking around and doing nothing, only after my Mom started yelling at them, then did 10 counters magically open up ready to assist passengers...


I'm in awe. Maybe we've found the answer to getting PHL in shape..... US, are ya listenin'?

Since I'm bored today, I'll take a crack at this point by point....

Compensation for:
1)A 72 hour vacation cut short by about 14 hours.

Read the contract of carriage. It says they'll make their "best effort" to get you to your destination at the published time. That's about as legally loose as I can think of. If it were that big a deal, you could have asked to be returned to ORD and trip-in-vain'ed.


2) When waiting for an hour in some parking area at ORD, we asked if we could be removed from the plane (just the 3 of us) and put on an HP nonstop to LAS. The F/A's said we were going to PHL today and theres nothing we can do about it, after that comment, approximately 55 minutes sitting in some remote parking area watching out the window and seeing 2 HP Airbus departing to PHX and LAS, 1 more arriving from the west.

Do you really expect them to turn the plane around and take you back? Of course, that would cause everyone else trying to get to PHL to lose their place in line at ORD and in the arrival queue at PHL. It isn't about YOU. There are others on the plane who probably would have been at least as inconvenienced as you.


3) We were connecting to the last flight departing to LAS, where in LAS we were connecting on our second connection to the LAST and ONLY flight to PSP.

So you're telling us that you booked a double connection, on purpose, for a 72 hour vacation? And you expect compensation for a misconnection? Surely you jest.


4) Im a seriously hoping all of you are realizing that this is no typo 2 minutes. The 757 was still standing there, you could see it through the window!

Perhaps you didn't notice that there is no typo in "once the doors are closed they won't be reopened? We've all been there and watched a closed flight leave because our inbound was late. Bottom line, 11 minutes isn't enough to make ANY connection, especially with checked bags. Why would you check bags for a 72 hour trip?


5) When we were waiting at ORD for that 1 hour, we were allowed to use cell phones and computers, so I logged on using my laptop, to the internet to check flight info, and seat buckets. The plane had 4 seats still left in F, and a minimum of 9 left in Y, so there was a ton of space.

On a 757, there's still likely 150+ other people, many of whom have connections just like you, who need to get where they're going. It's the GA's call - inconvenience 3, or inconvenience 150? Also, you're Gold... how many CPs would have been inconvenienced?


6) The location of the arrv flight into PHL, and departing from PHL. This was not some Terminal A to F connection, or B to A, or C to A, or even B to C, this was B6 to B15, roughly 20 seconds running.

.... but from your timetable, we know that the flight was already closed and seats given away. You don't know how many open seats were on that flight. It is also entirely possible that you weren't there, so they gave your seats away to standbys - not uncommon in irrops.


7) I was in row 3 on the 737 in F cabin, was the 2nd to get off the plane. You Sabre system was able to see, that I wasnt in Exit row like my parents or anyone in the back, I was real upfront, being the first batch of PAX to depart.

Doesn't matter. Your seats were likely already gone. The door was closed, the crew may have gone illegal had they waited.


8) If available, failure to want to look into later flight departing on other airlines.
To PSP? From PHL? At 930pm? In your dreams.


9) Offering of a hotel near EWR for the discounted price, in a different state. When I logged on the internet at least 10 hotels- Renaissance, Courtyard, Fairfield to name a few were all available with a ton of vacancy.

Probably the single biggest failure on US' part. Why they couldn't get you a distressed pax rate I don't know. Could be a ton of other misconx thanks to POTUS and hotels wouldn't release the rooms. US can't make distressed hotels appear, no matter how hard they try.


10) Hotel not being offered for free by anyone, not US, not the ATC, not anyone. Everyone decides to push the blame from one person to another

You were not entitled to a free hotel. From anyone. Get over it.


11) A mention of weather comes up as a way to again shift the blame to someone else. Though we had some rain/ thunderstorms at 8 AM on Wednesday May 24, 2006, the weather was perfect afterwards, and our flight was at 4:05 PM Why lie to pax and make more excuses?

You do realize that they may not have been telling you stories. You had T-storms in the morning... where do you think they went? Into thin air? Clear wx at ORD and PHL doesn't mean clear wx in between. It can be perfect in both places and you'll get a hold for convective activity enroute. DUAT high altitude briefings would tell you this if you were a pilot, if not, I'm not sure where you could get them other than to look at weather.com and guesstimate based on what you see, though you cannot always "see" the things dangerous to flight.


12) The 757 to LAS didnt even fly away yet, and the one GA was already changed and walking away from the podium. She didnt care that were supposed to make that flight, she didnt respond at me asking her to do something about that plane. She just laughed at me pleading to her for some kind of help. She just said, its gone baby, and Im not gonna anything for you, then she got her a$$ on the us airways electi-cart and drove away.

Welcome to PHL, where you forced your connection. Fact is, the plane was closed and probably going through start/pushback procedures. You weren't getting on that plane, no matter how hard you begged. She could have checked alternatives (which at that time you would have found non-existant) or politely directed you to special services. Most of the time GA's can't just give out vouchers willy-nilly, you know.


13) When I later walked up to some other agents, they asked me why am I not on that flight, that it leaves at 9 38PM at B16. I told them B16 is empty, they told me they should have held US649.

Perhaps they got an earlier ATC release, who knows. I have a hard time buying your timetable, to be honest.


14) usairways.com states that our flight from ORD arrived at 9:27PM, and the LAS connection left at 9:38PM. Thats 11 minutes. Then why wasnt the LAS flight there at 9:29PM, but instead moving away from the gate

Do you know your watch is accurate down to the minute? Surely as a "legitimate" gold, you would know that when irrops happen they get you going as soon as they're released. Miss your assigned slot? Wait longer. Probably a whole lot longer. Even if your timeline is accurate, the door should have been closed when you got there.


15) The special services counter has 1 person working a line of 50 people, numerous agents sitting in boarding areas and joking around and doing nothing, only after my Mom started yelling at them, then did 10 counters magically open up ready to assist passengers.

If this actually happened at PHL, your mom must be one helluva mad lady!


16) In an effort to see if Special services counters at A,C,F had less lines, I with my 10lb laptop, and 15lb bookbag walked to the high, high A gates, back to C gates, and to F gates. I was getting real tired from the walking, so I asked if they would page an electri-cart for me, since the stuff I carried was real heavy, they told me everything is right around the corner, youre young, and electri-carts are for more needy people than you!

Most of us lug around heavy briefcases and rollaboards. We don't get carts, we're not as young as you and we can suck it up. Especially as your described path puts you on busses and people movers most of the way if you had stopped to think. B-C-F-A-C.


17) Fiasco with bags. Everyone told us, before we go to hotel, we must find our bags somewhere in the B/C baggage claim. After 30 minutes of looking for bags, the Baggage office tells us the bags are in a sorting facility, and I will see them in Palm Springs (which was real good), but the fact we were told to go look for them, and after 30 minutes, were not getting them, miscommunication, that is unacceptable.

When you are stuck overnight, you won't get your bags. On any airline. They're not tagged to come out in PHL so it's a bigger chore than you think to find them. Imagine if every misconnection demanded a bag that had to be pulled, by hand, from a holding area based on the name on the tag.

Long and the short of it, you're getting nothing. You don't have a "case". The airline did everything they were required to do by their contract of carriage/etc.

Yup, McFlyPHL my Mom was angry as hell and IS one helluva lady! She just called up Tempe, AZ, I gave her a special #, I found on the internet. She called them up, the lady apologized, said it was a misunderstanding in the system. They will reimburse us for the hotel in Philly, and we will get some compensation a la those US Airways vouchers (I believe they are $50 dollars per person) My mom was nice, but she did mention she would contact the DOT otherwise. Contrary to what most of you said...

Did you really ask for a cart because you were carrying 25 lbs? Aren't you a teenager? You might want to think about some exercise.

Did you really ask for a cart because you were carrying 25 lbs? Aren't you a teenager? You might want to think about some exercise.

^ And maybe a lighter laptop than the 10 pound beast.

10 pounds? That ain't a laptop, it's a desktop. :D

Not a single one of the 17 enumerated points entitles the OP's mom to compensation, but one can only imagine why the phone agent would readily agree to do something US is not required to do (provide some vouchers).

KING.........there is NO LOGICAL reason for you to ever have to fly through PHL since you live in ORD. Even though I'm in PIT, I ain't backtracking east when I have to go west.

You've learned a valuable lesson that every member in FT who flies USAirways regularly via PHL. DON'T DO IT!! AVOID IT. God forebid if you have an international flight make sure you have lots of time between connections.

At 16 years old, you have a lot of years of flying ahead of you. Learn how to go with the flow now our you're never going to enjoy it in the future.

Yup, McFlyPHL my Mom was angry as hell and IS one helluva lady! She just called up Tempe, AZ, I gave her a special #, I found on the internet. She called them up, the lady apologized, said it was a misunderstanding in the system. They will reimburse us for the hotel in Philly, and we will get some compensation a la those US Airways vouchers (I believe they are $50 dollars per person) My mom was nice, but she did mention she would contact the DOT otherwise. Contrary to what most of you said...

Hey, gotta give US some credit for doing something even though as I said in my earlier post it is not my opinion that you had a cause of action. They did more than DL did to a group of us on paid CDG-JFK F Fares a few years ago, when they refused to get us a hotel, cab, meal vouchers or anything else (the entire F cabin) after we were diverted to YUL because of what DL called weather but the Captain called light fueling at CDG. Even letters to the infamous smily faced Leroy Mullin did no good. I have not flown DL since, nor has anybody in our company or my family for the past 3 years. DL thinks they won.

Wirelessly posted (Samsung-SPHA900 AU-MIC-A900/2.0 MMP/2.0 Profile/MIDP-2.0 Configuration/CLDC-1.1)

ive hated DL since my first flight with them!

Some people just really like to complain I've noticed since working in this industry. And some people really feel that it's just all about them, they seem to have lost a lack of compassion for other people in this world.

So King say your flight waited two minutes for you and for some reason because of that two minutes it got delayed further and caused 50 other people to miss their connections would you feel bad? Would you personally reimburse all those people for this hotel stay and their inconveince? US did not violate thier Contract of Carriage at all in this situation. I would just get over it and write it off as a learning experience. There are soooo many more important things in life to worry about, you will hopefully learn this as you get older.

king,

did your Avis Preferred status come in handy for you in PHL?

I know that on bad weather days its been faster for me to drive to NY than to fly from PHL :-)

Oh, lesson learned, or I hope so. Backtracking is OK as long as you have nothing else to do with your time. I've done it, i'll admit it. I've flown to Chicago to get to Florida... and i've been stuck in Chicago on those Florida connections.

But that's when the ladies in the Red Carpet Club would come to the rescue and help me out, or show me where they hide the sofas.

Let me be crystal clear on this:

The next person who posts anything about another poster instead of the topic of this thread will get a nonstop F seat to the cornfield.

Some people just really like to complain I've noticed since working in this industry. And some people really feel that it's just all about them, they seem to have lost a lack of compassion for other people in this world.

So King say your flight waited two minutes for you and for some reason because of that two minutes it got delayed further and caused 50 other people to miss their connections would you feel bad? Would you personally reimburse all those people for this hotel stay and their inconveince? US did not violate thier Contract of Carriage at all in this situation. I would just get over it and write it off as a learning experience. There are soooo many more important things in life to worry about, you will hopefully learn this as you get older.


Hmmm, lets take a look. Its 9:27 PM. All other flights are canceled, and all the Europe flight have departed. There are 3 departing flights left tonight, the flight to LAS, the 11:XX PM to DCA, and one other late flight to CLT. Most of the airport is empty, most a ton of people in line to Special Services. I can see how that flight would have been delayed with all that heavy traffic :rolleyes:, and 2 minutes here could have saved 3 passengers connections, and who else was connecting to the LAS flight. Well now US, gets to pay for our hotel and give us vouchers that will make us pay less for US Airways to transport us to our destination. Bottom line is 2 minutes would have not destroyed anyone connections or the departure, but 2 minutes destroyed our connection. Im not complaining, and I do understand these things happen, and I could care less, its just the manner US handled it is definately not worth an A&B certificate.

king,

did your Avis Preferred status come in handy for you in PHL?

I know that on bad weather days its been faster for me to drive to NY than to fly from PHL :-)

Oh, lesson learned, or I hope so. Backtracking is OK as long as you have nothing else to do with your time. I've done it, i'll admit it. I've flown to Chicago to get to Florida... and i've been stuck in Chicago on those Florida connections.

But that's when the ladies in the Red Carpet Club would come to the rescue and help me out, or show me where they hide the sofas.

No, my Avis Pref didnt come in handry in PHL. Since you know PHL so well, you should by now at least know many hotels have shuttles. Now, my Avis Pref did come in handy in Palm Springs, as I my convertible was waiting for me in front of the airport.

Why does everyone call this back tracking, this was only a connection with the cheapest routing available at the time of booking. Given that I was actually flying, getting away from Chicago, becoming minutes closer to my vacation, earning miles... LOTS more miles, getting F class upgrades, and getting closer to next years elite status, I see this all as progress! If youre calling this backtracking, what words do you use do describe a mileage run?

Im not complaining....If this is true, I must have greatly misunderstood your previous posts. Somehow I got a different impression.

Hmmm, lets take a look. Its 9:27 PM. All other flights are canceled, and all the Europe flight have departed. There are 3 departing flights left tonight, the flight to LAS, the 11:XX PM to DCA, and one other late flight to CLT.

There are two ends to the flight. Not a sould here knows who has what going on connection-wise on the other end, nor do we know the legality of the crew. 2 minutes may seem insignificant, but the ramifications in ATC, crew legality, connex etc on the other end etc. The bottom line is that the operation of flights in irrops is far greater than you're assuming. Even in perfect weather, there's no way you make an 11 minute connection. They gave you something they didn't have to. You were about as lucky as you were going to get.

Why does everyone call this back tracking, this was only a connection with the cheapest routing available at the time of booking. Given that I was actually flying, getting away from Chicago, becoming minutes closer to my vacation, earning miles... LOTS more miles, getting F class upgrades, and getting closer to next years elite status, I see this all as progress! If youre calling this backtracking, what words do you use do describe a mileage run?

Backtracking has little to do with MR's, though you'll often see it done on them. The simplest definition is flying AWAY from where you want to end up and then going to where your destination. In this case, ORD-PHL was the wrong direction, geographically. The lesson for you is that it doesn't matter what class you're seated in. When time is of the essence (like a weekend trip or a big meeting, you don't book a backtracked routing especially with a double conx).

Hmmm, lets take a look. Its 9:27 PM. All other flights are canceled, and all the Europe flight have departed. There are 3 departing flights left tonight, the flight to LAS, the 11:XX PM to DCA, and one other late flight to CLT. Most of the airport is empty, most a ton of people in line to Special Services. I can see how that flight would have been delayed with all that heavy traffic :rolleyes:, and 2 minutes here could have saved 3 passengers connections, and who else was connecting to the LAS flight. Well now US, gets to pay for our hotel and give us vouchers that will make us pay less for US Airways to transport us to our destination. Bottom line is 2 minutes would have not destroyed anyone connections or the departure, but 2 minutes destroyed our connection. Im not complaining, and I do understand these things happen, and I could care less, its just the manner US handled it is definately not worth an A&B certificate.

Okay let me explain to you what 2 minutes can do to a flight.

1. If there is any kind of flow control going into LAS or out a PHL that two minutes may make the flight miss it's wheels up time.

2. If the ramp is told they are holding the aircraft for two minutes they may go over to another gate to push out that airplane and then when your plane is ready they are not right there to push it back

3. If they don't push right away and wait they may have to wait longer for clearance to push-back, because since your plane didn't push they allowed the one next door to push.

4. What if two minutes on that flight was all 10 people needed to make their connection.


And again US was not responsible for your hotel it states right in their contact of carriage:

"In the event of a delay or cancellation, overnight accommodations will be arranged by US Airways at their
expense for customers at connecting points whose flights are delayed or canceled because of
circumstances within US Airways’ control for whom no alternate transportation is available. Overnight
accommodations will not be provided for customers whose flights are delayed or canceled due to
circumstances beyond US Airways’ control such as Air Traffic Control or weather."

And that is copy and pasted from the PDF file available on their web site

There is probably a take-away from all of this, either in the form of the Flyertalk Guidelines and Rules or a selected quote from "Cool Hand Luke."