Originally Posted by Darren
The testy gate agents refused to let the lounge full of increasingly irritated passengers know what was happening with the plane. Word to service people with people waiting. If there is a delay or a problem, let the group know. People tend to get less antsy if they have the comfort of knowing what is happening in a situation. But letting people know of problems isn’t in the contract so screw us.
Actually, it is. US Airways' "Customer Commitment" Item #2 reads:
Commitment #2
US Airways is committed to providing you with the most current information available in the event of a flight delay, cancellation or diversion.
On most days very few of our flights are cancelled. However, due to weather, Air Traffic Control and other circumstances, some flights may not be on schedule. On days when there are major weather problems, the number of flights affected mounts considerably. When there is a cancellation or a delay, we recognize that our customers expect and deserve timely and reliable information. Whenever there is a delay or similar inconvenience, we will give you the best information we have regarding the duration and cause. As you know, weather and other circumstances may change rapidly. We will keep you posted on such changes and developments as we learn about them.
We Commit:
To provide you with the most current information available to us regarding delays, cancellations or diversions regularly via announcements in the gate area and/or flight information displays in the airport or via announcements onboard the aircraft.
To provide you with the most current information on an aircraft en route to your destination or connecting city when it is placed in an Air Traffic Control holding pattern. Announcements will be made regularly until the aircraft is released from the holding pattern.
To attempt to reach you at the telephone number(s) you provided when you made your reservation when we have sufficient notice of a delay or cancellation. It is important that you provide your travel agent or US Airways all contact telephone numbers where you can be reached before and during your trip.
To provide options if you are affected by delays, cancellations or diversions and to communicate these options in a clear and concise manner. Our policy on delays, cancellations or diversion is available at the US Airways web site usairways.com and from US Airways agents (please see Appendix I). Our policy provides affected customers with specific amenities to fit their situations, including, under appropriate circumstances, alternative transportation, accommodations, meals and prepaid telephone cards.
To provide regular travel and weather advisories on the US Airways web site usairways.com.