My sister and her three kids came out from Virginia to visit for the birth of my first daughter. Below is the letter that she sent to US Air to express her dis-satisfaction with what happened as she went to fly home.

So far, all US Air has done is offer her a $25 credit for another flight and tried to refund the amount of the cancelled ticket. I say tried becuase they have screwed it up.

The day after this happened I asked if I could post her story here and she asked that I not because she wanted to try and work it out with US Air first, before making anything public. Only after US Air's failed attempts to do the right thing did she allow me to post this.

I am hoping that PineyBob, or somebody else, could put this in front of somebody other than the computer generated response machine that works for US Air.

Her words from her flight on 4/13 (she asked that I remove her children's names)...

Yesterday I incurred service so unlike what I have come to expect from your airline that I find it necessary to write this letter. For the most part I have always been happy with the service from check in, gate agents, to flight attendants while traveling America West. I have been flying America West / US Air for twenty years and this is the FIRST time I have been so compelled to write about my experience.

I arrived at Phoenix Sky Harbor airport on Monday morning (April 13) with my 3 children (6 year old zz, 4 year old yy, & 6 month old vv). We proceeded to the check in desk and waited in the long line for First Class passengers. The agent began to check us in but then had some difficulties. She printed out THREE boarding passes & said ‘enjoy the flight’. I had purchased FOUR tickets. I was told that the agent that had checked us in on the 1st half of our itinerary in Dulles had labeled yy’s ticket as ‘no value’.

Apparently after printing yy’s boarding pass for the outbound portion of his trip the return portion was then cancelled in your system. So for the return flight his seat had been given to another passenger. I had fortunately printed the reservation to show that I had purchased four tickets. She said the gate would help. She handed me the THREE boarding passes and sent me to the gate. In other words, she passed the buck.

Phoenix Sky Harbor has very strict security, in addition to long lines. At the security check point the agent would not allow yy (my 4 year old) through without a boarding pass. I let them know that there had been a mistake and the gate would be fixing it. The agent suggested I take my three children back to ticketing and resolve the issue. At this point we were within 20 minutes of the flight closing it’s gate. I spoke with a supervisor and after more discussions I was allowed to move through to the gate.

Then, after reassembling the stroller, infant car seat and our carry-ons, I had zz and yy walk briskly on the moving path, while I jogged down to the gate (now carrying my daughter). At the gate I was refused entry to the plane for my entire family. I repeated what the agent at check-in had told me. He said that there was not a seat for yy, but patronizing said ’it will be fine for you to hold the baby in your lap’. Had I intended to hold vv in my lap, I
would not have purchased a ticket for her three months in advance of the flight. Nor would I have upgraded my family to first class (which was done so that I could be of assistance to ALL my children). Another agent standing at the gate entrance made a comment that completely shocked me, ‘you used miles to upgrade, it’s not like you are a REAL FIRST CLASS PASSENGER’. That’s when I got upset. These people brought me to tears. This does not happen very often, especially in front of my children. The male agent then said to me, ‘you better calm down or I do not have to let you board the plane’. All this wonderful ‘service’ because USAir cancelled my son’s ticket in the middle of our itinerary.

Another female agent (I think a manager) came to my assistance. She advised me to take the flight with the baby on my lap, because there were no other options for the same day, and it would be difficult the next day too. She said yy’s ticket and miles would be refunded.

So I boarded the plane, gate checked the car seat that I had carried through the airport for the seat purchased for vv, and sat her in my lap. After I had boarded the plane, the female agent/manager approached me and said she was sorry for the situation. With a 17lb weight in my arms I was not able to be of assistance to either of the boys. It was also difficult to go to the bathroom or eat the meal during the FIVE hours on the plane. I am happy to say that the flight attendants, John and Linda, were very accommodating and helpful. They even cut up the food on the boys plates and repeatedly asked if they could do anything to help.

On the USAir web site it states, ‘Customer service has always been a priority at US Airways, and we are committed to making every flight count for our valued customers.’ I am wondering why after 20 years of flying your airline, Silver Preferred status for 2 of the 4 travelers, and First Class seats I was not treated as a valued customer. My family travels about 50,000 personal miles with USAir every year, should we continue? I will wait for an appropriate response. In addition to the refund for vv?s ticket and miles, please put considerable thought into the compensation and reinstatement of miles for my entire family.

Frustrated,

Sister of GNALUZU

P.S. Just a note on the gate agent at Dulles. She was not friendly, rather quite abrasive. When I placed the three bags on the scale to pass through, she asked how I would be paying. When I said that we were first class, she said upgraded passengers are not waived the bag fee.

Then I reminded her that zz and I are Silver Preferred clients. She literally rolled her eyes and tagged the bags. I honestly would not be surprised if the ‘goof’ with yy’s ticket was not accidental.

Also stated on your website under Conditions of Contract, ‘No agent, servant or representative of carrier has authority to alter, modify or waive any provision of this contract.’ I guess the rule only applies to ‘valued customers’.

[Reserved Seating: If you want your infant to travel in his or her own
seat, a ticket must be purchased. A Federal Aviation Administration (FAA) approved Child Restraint System (CRS), provided by the responsible passenger, must be used.]

[flight details were included in original]