Sleeping in PHL Baggage Claim Thanks to US Airways
Apr 25, 2007, 11:47 am
#1
Original Poster
Join Date: Sep 2006
Posts: 23
Sleeping in PHL Baggage Claim Thanks to US Airways
Had a horrible experience on US Airways earlier this month and the fact that almost all customer service representatives I faced were rude didn't make things any better.
Long story short, the plan was to fly from St. Maarten (SXM) to CLT and connect to YYZ. Flight arrived at SXM late b/c of mechanical issues and we got into CLT an hour late. Originally had a 90 min connection in CLT but b/c of delay it was about 20-mins (although service reps said they were holding the flight). Because I had to clear customs/immigration/security again didn't get to gate till 9:55 and the flight had left without me.
Rude service rep at gate to YYZ told me to fly to PHL and catch a flight in the morning. Rude service rep at gate to PHL gave me major attitude while trying to board. Get to PHL, everyone trying to pass the buck as to who can help... finally find rep who schedules me on a 9:45am flight but can't offer up any hotel (despite this all being their fault), thus having to spend night in baggage claim area, where homeless ppl are also allowed to sleep at night.
Wrote complaint letter to airline seeking compensation or voucher. Anyone encounter similar problems and what was the result? Any chance on getting anything in the future?
Thanks
Long story short, the plan was to fly from St. Maarten (SXM) to CLT and connect to YYZ. Flight arrived at SXM late b/c of mechanical issues and we got into CLT an hour late. Originally had a 90 min connection in CLT but b/c of delay it was about 20-mins (although service reps said they were holding the flight). Because I had to clear customs/immigration/security again didn't get to gate till 9:55 and the flight had left without me.
Rude service rep at gate to YYZ told me to fly to PHL and catch a flight in the morning. Rude service rep at gate to PHL gave me major attitude while trying to board. Get to PHL, everyone trying to pass the buck as to who can help... finally find rep who schedules me on a 9:45am flight but can't offer up any hotel (despite this all being their fault), thus having to spend night in baggage claim area, where homeless ppl are also allowed to sleep at night.
Wrote complaint letter to airline seeking compensation or voucher. Anyone encounter similar problems and what was the result? Any chance on getting anything in the future?
Thanks
Apr 25, 2007, 7:15 pm
#2
Join Date: Jun 2005
Location: Liverpool, England
Posts: 1,080
Had a horrible experience on US Airways earlier this month and the fact that almost all customer service representatives I faced were rude didn't make things any better.
Long story short, the plan was to fly from St. Maarten (SXM) to CLT and connect to YYZ. Flight arrived at SXM late b/c of mechanical issues and we got into CLT an hour late. Originally had a 90 min connection in CLT but b/c of delay it was about 20-mins (although service reps said they were holding the flight). Because I had to clear customs/immigration/security again didn't get to gate till 9:55 and the flight had left without me.
Rude service rep at gate to YYZ told me to fly to PHL and catch a flight in the morning. Rude service rep at gate to PHL gave me major attitude while trying to board. Get to PHL, everyone trying to pass the buck as to who can help... finally find rep who schedules me on a 9:45am flight but can't offer up any hotel (despite this all being their fault), thus having to spend night in baggage claim area, where homeless ppl are also allowed to sleep at night.
Wrote complaint letter to airline seeking compensation or voucher. Anyone encounter similar problems and what was the result? Any chance on getting anything in the future?
Thanks
Long story short, the plan was to fly from St. Maarten (SXM) to CLT and connect to YYZ. Flight arrived at SXM late b/c of mechanical issues and we got into CLT an hour late. Originally had a 90 min connection in CLT but b/c of delay it was about 20-mins (although service reps said they were holding the flight). Because I had to clear customs/immigration/security again didn't get to gate till 9:55 and the flight had left without me.
Rude service rep at gate to YYZ told me to fly to PHL and catch a flight in the morning. Rude service rep at gate to PHL gave me major attitude while trying to board. Get to PHL, everyone trying to pass the buck as to who can help... finally find rep who schedules me on a 9:45am flight but can't offer up any hotel (despite this all being their fault), thus having to spend night in baggage claim area, where homeless ppl are also allowed to sleep at night.
Wrote complaint letter to airline seeking compensation or voucher. Anyone encounter similar problems and what was the result? Any chance on getting anything in the future?
Thanks
Either way, your situation was awful, but why not just check-in to a hotel and send the bill to US with a strongly worded letter? Must admit, that would be my choice before dossing down on the floor of the baggage hall - why did you do that??
Apr 25, 2007, 7:18 pm
#3
Join Date: Jan 2006
Location: Live: HVN -- Work: The World
Programs: DL - exPlat (now Gold) ; AB - Gold ; TK - Gold; BMI - exGold; US - exChairman ; UA-ex1K; NW-exGold
Posts: 1,248
PHL and EWR (along with CDG) are the three airports that are some of the worst to sleep in (well HNL actually closes the airport and tosses everyone out).
There are quite a few homeless in PHL, EWR and CDG and the cops don't seem to do much about it. These are three of the airports I will never sleep in (I seem to regularly sleep in SFO and LHR no problem, castles compared to PHL which is more like a dungeon.
There are quite a few homeless in PHL, EWR and CDG and the cops don't seem to do much about it. These are three of the airports I will never sleep in (I seem to regularly sleep in SFO and LHR no problem, castles compared to PHL which is more like a dungeon.
Apr 25, 2007, 7:57 pm
#4
Join Date: Jun 2006
Location: near The Liberty Bell
Programs: DL, WN, AA
Posts: 361
PHL and EWR (along with CDG) are the three airports that are some of the worst to sleep in (well HNL actually closes the airport and tosses everyone out).
There are quite a few homeless in PHL, EWR and CDG and the cops don't seem to do much about it. These are three of the airports I will never sleep in (I seem to regularly sleep in SFO and LHR no problem, castles compared to PHL which is more like a dungeon.
There are quite a few homeless in PHL, EWR and CDG and the cops don't seem to do much about it. These are three of the airports I will never sleep in (I seem to regularly sleep in SFO and LHR no problem, castles compared to PHL which is more like a dungeon.
Apr 25, 2007, 8:03 pm
#5
Join Date: Feb 2007
Location: NYC
Programs: AA Platinum; US Gold; DL Silver
Posts: 941
You should put a copy of the article on the stabbing with your letter to US and emphasize "this is where you're making your customers stay."
Apr 25, 2007, 8:09 pm
#6
Suspended
Join Date: Jul 2001
Location: Watchlisted by the prejudiced, en route to purgatory
Programs: Just Say No to Fleecing and Blacklisting
Posts: 102,095
PHL and EWR (along with CDG) are the three airports that are some of the worst to sleep in (well HNL actually closes the airport and tosses everyone out).
There are quite a few homeless in PHL, EWR and CDG and the cops don't seem to do much about it. These are three of the airports I will never sleep in (I seem to regularly sleep in SFO and LHR no problem, castles compared to PHL which is more like a dungeon.
There are quite a few homeless in PHL, EWR and CDG and the cops don't seem to do much about it. These are three of the airports I will never sleep in (I seem to regularly sleep in SFO and LHR no problem, castles compared to PHL which is more like a dungeon.
Apr 25, 2007, 9:40 pm
#7
Original Poster
Join Date: Sep 2006
Posts: 23
PHLJJS - Where did you see the story about the stabbing at the airport? I tried searching the local papers/tv websites.
I had pushed for some sort of room anywhere, but the rep at the desk said he couldn't authorize anything and his manager just gave me the contact for US Airways Customer Service. By this time it was almost 1am and the flight was for 9:45 and I ran into two others who were in the same situation as me, so we sort of toughed it out.
We tried the Marriott at PHL but it was all booked, the security guard was nice enough to let us hang in the lobby till 3am, but then we got the boot to baggage claim for the next 3-4 hours.
Oh, by the way, there was security guards in baggage claim, they were sleeping on chairs 10 feet from the homeless people as three teens also stuck overnight raced around the area on wheelchairs!
I had pushed for some sort of room anywhere, but the rep at the desk said he couldn't authorize anything and his manager just gave me the contact for US Airways Customer Service. By this time it was almost 1am and the flight was for 9:45 and I ran into two others who were in the same situation as me, so we sort of toughed it out.
We tried the Marriott at PHL but it was all booked, the security guard was nice enough to let us hang in the lobby till 3am, but then we got the boot to baggage claim for the next 3-4 hours.
Oh, by the way, there was security guards in baggage claim, they were sleeping on chairs 10 feet from the homeless people as three teens also stuck overnight raced around the area on wheelchairs!
Apr 26, 2007, 11:14 am
#8
Join Date: May 2006
Posts: 7,541
PHLJJS - Where did you see the story about the stabbing at the airport? I tried searching the local papers/tv websites.
I had pushed for some sort of room anywhere, but the rep at the desk said he couldn't authorize anything and his manager just gave me the contact for US Airways Customer Service. By this time it was almost 1am and the flight was for 9:45 and I ran into two others who were in the same situation as me, so we sort of toughed it out.
We tried the Marriott at PHL but it was all booked, the security guard was nice enough to let us hang in the lobby till 3am, but then we got the boot to baggage claim for the next 3-4 hours.
Oh, by the way, there was security guards in baggage claim, they were sleeping on chairs 10 feet from the homeless people as three teens also stuck overnight raced around the area on wheelchairs!
I had pushed for some sort of room anywhere, but the rep at the desk said he couldn't authorize anything and his manager just gave me the contact for US Airways Customer Service. By this time it was almost 1am and the flight was for 9:45 and I ran into two others who were in the same situation as me, so we sort of toughed it out.
We tried the Marriott at PHL but it was all booked, the security guard was nice enough to let us hang in the lobby till 3am, but then we got the boot to baggage claim for the next 3-4 hours.
Oh, by the way, there was security guards in baggage claim, they were sleeping on chairs 10 feet from the homeless people as three teens also stuck overnight raced around the area on wheelchairs!
I have myself been stranded by US Airways twice in Las Vegas(Misconnect last summer coming in late from Fresno) and Pittsburgh (Idiot Agent sent me ORD-PIT when I was supposed to go ORD-PHL...granted I did not do my homework but I was 15 come on).
Apr 26, 2007, 12:09 pm
#9
Join Date: Oct 2005
Location: Reading, PA USA (RDG)
Programs: US Gold, Avis CHM, Marriott Platinum, Hilton Silver
Posts: 463
Oh yeah, there seems to always be a fairly good crowd of homeless people sleeping in the baggage claim areas at PHL. Usually they claim all the seating benches along the inside south wall. At times, the smell of urine is quite strong too.
Apr 26, 2007, 3:40 pm
#10
Join Date: Jun 2006
Location: near The Liberty Bell
Programs: DL, WN, AA
Posts: 361
PHLJJS - Where did you see the story about the stabbing at the airport? I tried searching the local papers/tv websites.
I had pushed for some sort of room anywhere, but the rep at the desk said he couldn't authorize anything and his manager just gave me the contact for US Airways Customer Service. By this time it was almost 1am and the flight was for 9:45 and I ran into two others who were in the same situation as me, so we sort of toughed it out.
We tried the Marriott at PHL but it was all booked, the security guard was nice enough to let us hang in the lobby till 3am, but then we got the boot to baggage claim for the next 3-4 hours.
Oh, by the way, there was security guards in baggage claim, they were sleeping on chairs 10 feet from the homeless people as three teens also stuck overnight raced around the area on wheelchairs!
I had pushed for some sort of room anywhere, but the rep at the desk said he couldn't authorize anything and his manager just gave me the contact for US Airways Customer Service. By this time it was almost 1am and the flight was for 9:45 and I ran into two others who were in the same situation as me, so we sort of toughed it out.
We tried the Marriott at PHL but it was all booked, the security guard was nice enough to let us hang in the lobby till 3am, but then we got the boot to baggage claim for the next 3-4 hours.
Oh, by the way, there was security guards in baggage claim, they were sleeping on chairs 10 feet from the homeless people as three teens also stuck overnight raced around the area on wheelchairs!
I work at PHL. When I came into work at 4am on Tuesday, one of the airport cops told me about it. I too looked in the paper and oline for it, but couldn't find anything either.
Apr 27, 2007, 9:47 am
#11
Original Poster
Join Date: Sep 2006
Posts: 23
Is it a common issue to have people arriving on international flights to miss their connection to domestic locations? I've noticed the arrival rate of flight 714 is rarely on time.
Apr 27, 2007, 10:07 am
#12
Join Date: Jun 2006
Location: near The Liberty Bell
Programs: DL, WN, AA
Posts: 361
Yes, I believe this is pretty common. No doubt US has some responsiblity sometimes when these things happen, but in my experience, a lot of the delays are caused by ATC and weather. I think US could be more proactive by padding thier schedules a little better to compansate for delays that happen routinely. Also, I noticed when I worked afternoon OT at A-WEST, we would get 200-300 people lining up at the checkpoint at the same time. One second, no one in line, next second, a plane full. I asked why that was happening and I was told that Customs holds the passengers who are connecting until all or most passengers from the incoming flight has cleared, then lets them leave the area. I've never flown international, so I don't know how true that is, but if that is the case, it would certainly be a factor in missing flights. I see a good number of people who need to connect to a flight in F terminal which is at the other end of the airport.
Apr 27, 2007, 10:26 am
#13
Join Date: Nov 2006
Location: PHL
Programs: DL Diamond, VS Silver, Priority Club Platinum, Marriott Platinum
Posts: 585
Apr 27, 2007, 12:38 pm
#14
Join Date: Sep 2004
Programs: US Silver
Posts: 631
Also, I noticed when I worked afternoon OT at A-WEST, we would get 200-300 people lining up at the checkpoint at the same time. One second, no one in line, next second, a plane full. I asked why that was happening and I was told that Customs holds the passengers who are connecting until all or most passengers from the incoming flight has cleared, then lets them leave the area. I've never flown international, so I don't know how true that is, but if that is the case, it would certainly be a factor in missing flights.
Jun 4, 2007, 7:40 pm
#15
Original Poster
Join Date: Sep 2006
Posts: 23
Just wanted to update this thread. Today, I received a generic apology letter (and I do mean generic - "Dear Valued Customer...") and a travel voucher (says issued by America West but can be redeemed on US Airways) for $350 for my negative experience.
