Shame on you US Airways
#46
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#47
Join Date: Jun 2012
Location: CLT
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I don't think so. I cut and pasted the email. Only thing deleted were the names.
Dear Mrs. *********:
Thank you for writing to US. I'm sorry your flight to Charlotte was delayed.
I have confirmed that you were delayed because our crew had “timed-out”. I understand this must have been frustrating. As you may know, flight crews are scheduled for a series of flights and cities each day. If there is any change in their schedule, a domino effect can occur, leaving the crew member with less time than needed to work the flight.
It would be ideal to have trained crews standing by and ready for all flights. Unfortunately, that is not a feasible option at all times. In this instance we were not able to find a timely replacement and had to delay your flight.
Delays such as this are not subject to the compensation.
It is relatively easy to provide good customer service when an operation is running smoothly. We know the test of quality service occurs when we are faced with flight irregularities and problems such as you experienced. We are truly sorry for the cancelation of Flight 1854 and the inconvenience it caused. Your frustration with our failure to operate this flight as scheduled is understandable. It is not our intent to create difficulties for our customers and we make every effort to avoid flight interruptions.
Thank you for giving us this opportunity to address your concerns. We realize you have a choice when flying and we thank you for choosing US Airways.
Sincerely,
C***** W*****
Representative, Customer Relations
US Airways Corporate Office
Dear Mrs. *********:
Thank you for writing to US. I'm sorry your flight to Charlotte was delayed.
I have confirmed that you were delayed because our crew had “timed-out”. I understand this must have been frustrating. As you may know, flight crews are scheduled for a series of flights and cities each day. If there is any change in their schedule, a domino effect can occur, leaving the crew member with less time than needed to work the flight.
It would be ideal to have trained crews standing by and ready for all flights. Unfortunately, that is not a feasible option at all times. In this instance we were not able to find a timely replacement and had to delay your flight.
Delays such as this are not subject to the compensation.
It is relatively easy to provide good customer service when an operation is running smoothly. We know the test of quality service occurs when we are faced with flight irregularities and problems such as you experienced. We are truly sorry for the cancelation of Flight 1854 and the inconvenience it caused. Your frustration with our failure to operate this flight as scheduled is understandable. It is not our intent to create difficulties for our customers and we make every effort to avoid flight interruptions.
Thank you for giving us this opportunity to address your concerns. We realize you have a choice when flying and we thank you for choosing US Airways.
Sincerely,
C***** W*****
Representative, Customer Relations
US Airways Corporate Office
#48
Original Poster
Join Date: Jun 2012
Posts: 298
Even if was a typo. The Captain came over the IC and stated the delay was for a cockpit light. I was in first class and watched the maintenance people come on board and leave about 15 minutes later. There was no crew change as the email stated or cancellation. According to flight aware the flight left 32 minutes late and arrived 14 late into CLT. Crews do not go illegal for 32 minutes. If they did almost no flight would get airborne
#49
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Yes even 1 min can make the difference between being legal or not. Not that it matters in this case.
#50
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Even if was a typo. The Captain came over the IC and stated the delay was for a cockpit light. I was in first class and watched the maintenance people come on board and leave about 15 minutes later. There was no crew change as the email stated or cancellation. According to flight aware the flight left 32 minutes late and arrived 14 late into CLT. Crews do not go illegal for 32 minutes. If they did almost no flight would get airborne
#51
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The Customer Service response could have been worse, or more hilarious depending on your point of view.
They could have responded to the OP like that United response to another flyer awhile back.
We are so sorry (CUSTOMER NAME) that we did not meet the standards you expect from us, for your trouble enclosed is (SPECIFIC ITEM)
They could have responded to the OP like that United response to another flyer awhile back.
We are so sorry (CUSTOMER NAME) that we did not meet the standards you expect from us, for your trouble enclosed is (SPECIFIC ITEM)
#52
Original Poster
Join Date: Jun 2012
Posts: 298
So I did file a DOT complaint. Now here is the latest response from US Airways.
Dear Mrs. EWRFFLYER
The Department of Transportation Aviation Consumer Protection Division has forwarded your recent correspondence regarding the difficulties you and your daughter encountered on July 1, 2014 when Flight 1854 was delayed arriving into Charlotte causing you to miss your connection to Newark. We appreciate the opportunity to reply to your concerns.
I understand that you have gotten conflicting and confusing information regarding the reason for your delay and I sincerely apologize for this. I have reviewed several flight records and believe I can clear up the confusion.
Flight 1854 was documented as having been delayed 3 minutes due to a crew delay. The Customer Relations agent that responded to your email incorrectly interpreted this to mean the crew timed out. What actually happened was that one of the flight attendants arrived late for the flight causing the delay. When the aircraft arrived in Phoenix, a minor maintenance issue may have also been addressed and this would have been what the pilot was referring to. However, the flight departed the gate three minutes late at 2:53 PM and this is actually considered an on time departure.
After the aircraft left the gate, it was held on the tarmac by Air Traffic Control. Maintenance would not have been working on the aircraft after it had departed the gate and while the aircraft was waiting for takeoff instructions. After 31 minutes, flight 1854 got clearance to depart and took off at 3:24 PM. The pilot was able to make up time in the air and arrived in Charlotte with only a 13 minute delay at 10:08 PM.
Many times the airport agents will use Air Traffic and Weather interchangeably because most Air Traffic delays are caused by weather. Both weather and Air Traffic delays are not in the airlines control; therefore, hotel vouchers would not be provided.
The email response you received from Customer Relations did advise that the flight was delayed in three different areas of the correspondence and then the agent was closing with an apology for the cancellation. I do apologize for this error and have advised the agent of his typographical error.
Our office not only responds to the needs and comments from our customers, but also shares those comments with the appropriate management teams. This method has proven very successful; in fact, many of our current policies, procedures, and positive changes are a direct result of customer feedback. I apologize again that this incident had caused you to question the responses you had received. Please be assured that our agents are trained to provide the most updated information they have. I have forwarded your concerns to our Management at the Charlotte airport for review with the employees involved.
Mrs. EWRFFYLER, we value your business and are working hard to earn your continued patronage. We hope you will give us the opportunity to do so.
Sincerely,
B***** B*****
DOT Specialist, Customer Relations
US Airways Corporate Office
Case: US-14*********-I94O01-M2R
Dear Mrs. EWRFFLYER
The Department of Transportation Aviation Consumer Protection Division has forwarded your recent correspondence regarding the difficulties you and your daughter encountered on July 1, 2014 when Flight 1854 was delayed arriving into Charlotte causing you to miss your connection to Newark. We appreciate the opportunity to reply to your concerns.
I understand that you have gotten conflicting and confusing information regarding the reason for your delay and I sincerely apologize for this. I have reviewed several flight records and believe I can clear up the confusion.
Flight 1854 was documented as having been delayed 3 minutes due to a crew delay. The Customer Relations agent that responded to your email incorrectly interpreted this to mean the crew timed out. What actually happened was that one of the flight attendants arrived late for the flight causing the delay. When the aircraft arrived in Phoenix, a minor maintenance issue may have also been addressed and this would have been what the pilot was referring to. However, the flight departed the gate three minutes late at 2:53 PM and this is actually considered an on time departure.
After the aircraft left the gate, it was held on the tarmac by Air Traffic Control. Maintenance would not have been working on the aircraft after it had departed the gate and while the aircraft was waiting for takeoff instructions. After 31 minutes, flight 1854 got clearance to depart and took off at 3:24 PM. The pilot was able to make up time in the air and arrived in Charlotte with only a 13 minute delay at 10:08 PM.
Many times the airport agents will use Air Traffic and Weather interchangeably because most Air Traffic delays are caused by weather. Both weather and Air Traffic delays are not in the airlines control; therefore, hotel vouchers would not be provided.
The email response you received from Customer Relations did advise that the flight was delayed in three different areas of the correspondence and then the agent was closing with an apology for the cancellation. I do apologize for this error and have advised the agent of his typographical error.
Our office not only responds to the needs and comments from our customers, but also shares those comments with the appropriate management teams. This method has proven very successful; in fact, many of our current policies, procedures, and positive changes are a direct result of customer feedback. I apologize again that this incident had caused you to question the responses you had received. Please be assured that our agents are trained to provide the most updated information they have. I have forwarded your concerns to our Management at the Charlotte airport for review with the employees involved.
Mrs. EWRFFYLER, we value your business and are working hard to earn your continued patronage. We hope you will give us the opportunity to do so.
Sincerely,
B***** B*****
DOT Specialist, Customer Relations
US Airways Corporate Office
Case: US-14*********-I94O01-M2R
Last edited by EWRfflyer; Aug 7, 2014 at 6:28 am
#53
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Do you have any documentation to refute the time the aircraft pushed back from the gate? The information about wheels up at 3:24 matches Flightaware. None of the flight status places i checked go back as far as July 1
#54
Join Date: Apr 2005
Posts: 312
Basically US Airways has now acknowledged in writing that your arrived in Charlotte 17 minutes before departure for your connecting flight to Newark.
This means the gate agent should have been fully aware that you were on your way to the Newark gate. She should have been waiting for you and your daughter before she closed out the flight.
I wonder if there wasn't something more going on that night where the gate agent gave your seats to non revenue passengers ( US Airways employees ). If the gate agent had the time to give away your seats, she definitely had time for you and your daughter to arrive at the gate.
I would write the president of US Airways by certified mail letting him know that you are not happy with US Airways response and the original gate agent's actions.
soccer
This means the gate agent should have been fully aware that you were on your way to the Newark gate. She should have been waiting for you and your daughter before she closed out the flight.
I wonder if there wasn't something more going on that night where the gate agent gave your seats to non revenue passengers ( US Airways employees ). If the gate agent had the time to give away your seats, she definitely had time for you and your daughter to arrive at the gate.
I would write the president of US Airways by certified mail letting him know that you are not happy with US Airways response and the original gate agent's actions.
soccer
#55
Join Date: Jun 2012
Location: CLT
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Writing a certified letter to the president of the company because a flight was 13 minutes late? LOL.
Seems like a pretty good response from customer service, but they didn't really acknowledge any possibility for compensation, other than getting the employees in trouble.
Seems like a pretty good response from customer service, but they didn't really acknowledge any possibility for compensation, other than getting the employees in trouble.
#56
Join Date: Apr 2005
Posts: 312
Writing a certified letter to the president of the company because a flight was 13 minutes late? LOL.
Seems like a pretty good response from customer service, but they didn't really acknowledge any possibility for compensation, other than getting the employees in trouble.
Seems like a pretty good response from customer service, but they didn't really acknowledge any possibility for compensation, other than getting the employees in trouble.
Since the flight was only 13 minutes late, of course the passengers should have been able to make their connection.
Especially since the agent knew that their flight landed and the flight to Newark was the last one of the day and the passengers would be stranded in Charlotte overnight.
soccer
#57
Join Date: Jun 2012
Location: CLT
Programs: Marriott Plat, AA Gold
Posts: 1,076
Thanks for agreeing with me!
Since the flight was only 13 minutes late, of course the passengers should have been able to make their connection.
Especially since the agent knew that their flight landed and the flight to Newark was the last one of the day and the passengers would be stranded in Charlotte overnight.
soccer
Since the flight was only 13 minutes late, of course the passengers should have been able to make their connection.
Especially since the agent knew that their flight landed and the flight to Newark was the last one of the day and the passengers would be stranded in Charlotte overnight.
soccer
For one, OP said they got there "about" 8 minutes before departure, which IMO means it was probably more like 7.
OP also didn't answer my question about if they had bags that did make the connection.
But what gates was OP coming from and going to? There shouldn't be any E Terminals involved with PHX and EWR, right? Did OP or daughter use the restroom? I feel like coming from first class, 5-7 minutes should still be enough time to get there.
#58
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Basically US Airways has now acknowledged in writing that your arrived in Charlotte 17 minutes before departure for your connecting flight to Newark.
This means the gate agent should have been fully aware that you were on your way to the Newark gate. She should have been waiting for you and your daughter before she closed out the flight.
I wonder if there wasn't something more going on that night where the gate agent gave your seats to non revenue passengers ( US Airways employees ). If the gate agent had the time to give away your seats, she definitely had time for you and your daughter to arrive at the gate.
I would write the president of US Airways by certified mail letting him know that you are not happy with US Airways response and the original gate agent's actions.
soccer
This means the gate agent should have been fully aware that you were on your way to the Newark gate. She should have been waiting for you and your daughter before she closed out the flight.
I wonder if there wasn't something more going on that night where the gate agent gave your seats to non revenue passengers ( US Airways employees ). If the gate agent had the time to give away your seats, she definitely had time for you and your daughter to arrive at the gate.
I would write the president of US Airways by certified mail letting him know that you are not happy with US Airways response and the original gate agent's actions.
soccer
#59
Join Date: Feb 2008
Location: CLT
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I usually see flights going up/down East coast in C and those heading West in B. Reduces taxi time to/from the runway.
#60
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- Actual Gate Arrival Changed To 07/01/14 10:15 PM
Given that, there was no way they were going to make an on-time US1782.
(Which shows as departing the gate at 10:23, 2 minutes early and eight minutes after US1854's gate arrival).