So I've lurked here for awhile and reaped the benefits this forum has had to offer without including my two cents on every thread. However, after this experience I am floored at U.S. Airways response, maybe they hate United elites, or maybe they no longer care about their reputation, but see below:

Background info: I have spent roughly $950 on US Airways flights within the past two months. I use my united ff program for miles when I do as well. On a recent flight between PHL to LAS I purchased a chicken-tomato-cheddar snack wrap for about $8. Upon biting into it I realized something was wrong, it tasted too dry and and strange. I decided to do some investigating. Sure enough, the tomatoes were dried out and dark colored, and the cheddar cheese was crunchy and dried out as well. I brought the 90% uneaten snack wrap to the FA who was shocked and apologized. They offered a replacement that I did not want. I was then told that a separate company manufactures the food (ditto) and to contact them via the website. I also noticed that the light above my seat did not work, the FA said she would tell the captain and he would write it up.

I eventually got around to doing so, after I had another problem on a separate flight to Phoenix. That flight had some spilled stain on it, so I had to use a napkin to wipe my seat, even had to make it a bit wet to get it clean. After spending nearly 1k on flights, shouldn't I at least have a clean seat, working amenities, and last but not least be able to purchase fresh food?

So I decided to write US Airways about it. I expected to receive my $8 back for the wrap I had the FA throw away. I also figured I might as well throw the other complaint in as well just in case US Airways decided to throw the complaint a measly $25 flight coupon to cover it as a small gesture for the issues and to simplify an otherwise complicated CC refund process (I would have been satisfied with either). Remarkably, their reply included no gesture, and a refusal to refund the $8.

So can some of the US fanboys explain to me why US Airways would rather lose a customer (albeit a UA elite) that spent nearly 1k with them in two months over a spoiled wrap that would cost them $8 to refund?

P.S. My compensation history includes a $50 coupon back in January for a cancelled flight due to mechanical problems.

After wasting 15min of time with corporate apology jargon and telling me how it is a separate company and US Airways did not make any money off of my purchase, and how corporate does not see any of my issues as compensation deserving, the agent hung up on me upon demanding her supervisor. She also explained any further correspondence will be sent to her.

For your entertainment I included the follow-up email. Note that the 1 bite I had and promptly spit out was not much of a meal. I also decline the receipt when I order food, as most everyone would I'd imagine rendering that website offering as useless.

Dear Mr. Z428:

Thank you for contacting US. I appreciate the time you took to speak with me today.

Again, I am sorry for your disappointment with the meal you received during your recent flight with US. I am also sorry to learn your seat was dirty which caused an inconvenience for you.

Customer Relations is unable to process a refund for your meal; I have included the following link so you may submit your request for a refund:

https://dinefresh.usairways.com/canc....action?menu=5

I have carefully reviewed everything in your file based on your continued concern. I have not found any reason to change the original decision and am unable to honor your request for compensation.

Mr. (Z428), I’m sorry that we couldn’t reach an amicable resolution to the situation.

Sincerely,


Rebekah
Representative, Customer Relations
US Airways Corporate Office