US Airways Dividend Miles - Cancelled flight - compensation

Went on line this morning (10A EDT) to check what time my 2 sons were arriving from LAS (#1829 dep @ 2:15), I'm the taxi service. I noticed their seat assignments were gone and when I clicked on the "change seats" it came up with 1st class with only row one showing. I called the CP line to see if I could get their seat assignments. No, they were not upgraded (one son is SP), but the flight had been cancelled due to maintenance and they were not reassigned to another flight.

The CP agent couldn't/wouldn't do anything other than to tell me that the flight had been cancelled due to maintenance. Called the boys and let them know what was going on. I then called the CP line again and got a different rep, she checked all the US flights but they were all sold out. She checked the other airlines and nothing that would get them to PHL before 1 AM. She put them on Monday's 2:15 flight (#1829).

Neither of the boys received a phone call or e-mail informing them of the cancellation. They had to get a room for an additional night, extend the car rental and BOTH of them are losing a day's work (one of them without pay).

Do they have any compensation available to them?

Thanks,
Lydia

Went on line this morning (10A EDT) to check what time my 2 sons were arriving from LAS (#1829 dep @ 2:15), I'm the taxi service. I noticed their seat assignments were gone and when I clicked on the "change seats" it came up with 1st class with only row one showing. I called the CP line to see if I could get their seat assignments. No, they were not upgraded (one son is SP), but the flight had been cancelled due to maintenance and they were not reassigned to another flight.

The CP agent couldn't/wouldn't do anything other than to tell me that the flight had been cancelled due to maintenance. Called the boys and let them know what was going on. I then called the CP line again and got a different rep, she checked all the US flights but they were all sold out. She checked the other airlines and nothing that would get them to PHL before 1 AM. She put them on Monday's 2:15 flight (#1829).

Neither of the boys received a phone call or e-mail informing them of the cancellation. They had to get a room for an additional night, extend the car rental and BOTH of them are losing a day's work (one of them without pay).

Do they have any compensation available to them?

Thanks,
Lydia

Yes...they should have went to the airport to deal with this...

They are entitled to compensation in the following...
-Hotel Voucher(s)
-Meal Voucher(s)
-$200/$400 Voucher for the Delay

Please read US's Terms of Transportation. It is available at:
http://www.usairways.com/awa/content/aboutus/customersfirst/contractofcarriage.aspx
This is the official policy of the airline.

The compensation depends on certain conditions:

Flight Cancellations at the Airport
In the event of a flight cancellation, US Airways will do everything possible to reaccommodate customers on the next US Airways flight, providing space is available. Depending on the type of ticket purchased and reason for the flight irregularity, in most instances US Airways will also rebook customers on other airlines. US Airways will communicate to customers via the public address system the reason for the cancellation and alternatives available.

Overnight Amenities
When a US Airways flight on which the customer is being transported is canceled creating an overnight stay, customers will be provided one night's lodging. Exceptions to this are listed below. In addition, in cases where a customer has misconnected due to reasons other than those listed below, overnight accommodations will be provided.

Exceptions: Hotel accommodations will not be furnished:

1. To a customer whose trip is interrupted at a city which is his/her origin point, stopover point, or his/her permanent domicile.
2. When the destination designated on the customer's ticket, and the flight on which the customer is being transported, is diverted to another city or airport in the same metropolitan area due to weather.

When the cancellation is due to circumstances within our control, US Airways will pay for:

* Hotel room (US Airways will not cover: room service, alcohol, or movies)
* Meal(s) (vouchers will be provided for meals based on the time of day)
* Ground transportation (if not provided by the hotel)
* Customers without baggage: $25.00 per night for miscellaneous incidentals and toiletries will be reimbursed upon presentation of receipts

US Airways will provide passengers a list of hotels/motels, which offer a distressed rate when flight(s) are canceled due to circumstances beyond our control.

It is possible that the other flights may have cleared. The best way to go would have been visiting the airport on the day of the flight.

It is possible that the other flights may have cleared. The best way to go would have been visiting the airport on the day of the flight.

That's one side of the story. Possibly true, but also guaranteed to give any normal person a hefty dose of stress. If I were in Vegas and learned early on that my flight was cancelled and that there appeared to be no other reasonable options for getting me home that same day, and that I was already booked on tomorrow's flight........... I have to tell you, the last place I'd be would be at the airport in a line of angry, belligerent customers who didn't know their flight was axed until they got there.

While I'm sure the OP's sons were not delighted with the news (and shame on US for not proactively rebooking them on the next available flight -- what happened to this new team of operations folks who were supposed to do just this sort of thing?!?!?!?!!?!?!?) -- they are at least protected on tomorrow's flight and should seek compensation for the additional night in LAS.

Years ago, I would've suggested going to the airport to "see what happened." These days, no way. Everything is mayhem most of the time WITHOUT irregular ops. Add a cancelled 757 flight and close to 200 upset customers -- count me out.

That's one side of the story. Possibly true, but also guaranteed to give any normal person a hefty dose of stress. If I were in Vegas and learned early on that my flight was cancelled and that there appeared to be no other reasonable options for getting me home that same day, and that I was already booked on tomorrow's flight........... I have to tell you, the last place I'd be would be at the airport in a line of angry, belligerent customers who didn't know their flight was axed until they got there.

While I'm sure the OP's sons were not delighted with the news (and shame on US for not proactively rebooking them on the next available flight -- what happened to this new team of operations folks who were supposed to do just this sort of thing?!?!?!?!!?!?!?) -- they are at least protected on tomorrow's flight and should seek compensation for the additional night in LAS.

Years ago, I would've suggested going to the airport to "see what happened." These days, no way. Everything is mayhem most of the time WITHOUT irregular ops. Add a cancelled 757 flight and close to 200 upset customers -- count me out.


Thanks sbtinme! That was exactly their feeling.

Lydia

I think it would depend here. If they were offered the OAL flight that could have gotten them in at 1am and declined it then they're entitled to nothing. If not, hotel and meals would be appropriate but they are very unlikely to get anything for missing a day at work.

From what I've seen the last couple of weeks the next day's flight may indeed have been the first available on any airline, especially going east.

I finally got through to Cust. Relations on Friday after holding for an hour.

Both boys will receive a travel voucher for $250 each. The agent took care of the "problem" immediately.

Needless to say, both boys are happy.

Lydia