I hear nothing from US Airways
 

I've filed a complain on US Airways webiste and have not heard frm them for 3 weeks. Im pissed off. On thier webiste, it says "you will get a response within 3-4 days". I hear NOTHING from them. ugh.! ! ! !

What's the address for FAA ? I need to file a complaint to FAA. That will scare US Airways.

http://airconsumer.ost.dot.gov/

Useful for baggage, bumping, etc, not of use to complain about being charged for drinks.

the feds just compile the numbers, but the airlines due care, as it makes them look bad.

If you had a specific safety concern, you would contact the FAA. If you have a concern about how US treated you as a customer (not having anything to do with safety), then file a complaint with the DOT and copy USAirways.

Unless it's a safety issue, the FAA is the wrong agency. For security issues contact the TSA. For non-safety/security issues, DOT is the agency that handles consumer complaints. DOT's website has instructions for contacting any of the three:

DOT Website

Jim

[Looks like others typed faster than I did.....]

US Airways
4000 E. Sky Harbor Blvd.
Phoenix, AZ 85034

Certify mail it. E-mail isn't always best. Neither are web forms.

When I sent them a complaint last January (I got a free ticket, 2 free upgrades to Envoy, and a $400 voucher) which they called me the day after I received the notice my letter was signed for, this was the closing paragraph:

I appreciate your time and heeding my concerns in this matter. If I do not receive a response and a satisfactory resolution from US Airways within 14 business days, I plan to forward my complaint to my local Congresswoman, Carolyn B. Maloney, New York State Senator, Bill Perkins, and United States Senators, Hillary Clinton and Charles Schumer, to voice my concerns of US Airways’ negligence in my case.


Cordially,



NAME

Cc: Mr. Doug Parker, CEO US Airways. Tony Grantham, Station Manager. Bettie Wiley, Senior Manager. Carole Perry, Station Manager.

Before you go off and file a DOT complaint, start sending registered letters, etc. call the Executive Office desk within the customer relations department. The ladies (and few guys) that work in that area are typically pretty good at resolving complaints.

Perhaps it would be helpful to know what the complaint is...

Maloney has been active in aviation issues, her name was golden...

ah the old US executive line...we ignored you for three weeks... don't rat us out...... who cares what the complaint is, if they don't respond in three weeks and you are steamed, just file it with the feds. You will feel better and they will respond...

What can I say, I live in a good part of NY. :)

I was quite pleased with the result, and am enjoying my free holiday in Switzerland as I type.

(I also put US Air on notice that this letter was being sent to my attorney and he would follow up as well within 10 business days).

If you write a good letter, and are calm, and reasonable, you can expect a favourable result - more than what you originally asked for.

Didn't FCYTravis or someone send a compliment to USAirways and they sent him back a canned e-mail apologizing for the inconvenience and offered him a discount coupon??

Fair enough.....it's much more difficult to blow someone off when they are in your face. But this advice pre-supposes that the OP has the number for the executive office desk. The Customer Relations 800 number on the website (if it is even still there - I'm not going to take the time to check) gets you a lovely recording basically telling you to either submit your complaint in writing, or buzz off. :D

I suggest that the OP use whatever number is available, and if unable to get through on the phone, revert to the plan in the original post.

The # for the executive office is 877-369-6512 ([email protected]). Talked to a nice woman there a few weeks ago and she was shocked when I told here that in the last 2 years I have not received 1 acknowledgement or response on any email I have sent through that POS website. And this is both compliments on staff as well as complaints (more compliments).

Thanks so much for the number. I called them 5 minutes ago. They're very nice and helpful. They said they'd contact me next week because they need to do some investiagation in Paris, France where the incident occurred.

Thanks!

And you still have not tell us what your complaint against USAirways was about.

We love to hear complaints on this board. :-)

Finally, I got an email from US Airways. Here is what they emailed me....( I deleted voucher codes). I think that's insulting. ugh!

I can't use voucher codes when booking online. how dumb is that?!?! ugh!

Dear Mr. Kelsey:



Thank you for contacting US Airways regarding your recent travel experience. We appreciate and welcome all inquiries, concerns, and compliments, as your feedback is important to us. We are sorry for the delayed response and appreciate your patience. We received your initial email to the Customer Relations department and have been investigating the security procedure in Paris as well as our records.



Our research has found that all passengers are questioned individually by International Consultants on Targeted Security (ICTS), the aviation security in the Charles De Gaulle Airport regardless of abilities. It is not a matter of being singled out as all passengers are subject to the same type of interrogation and screening procedure. No one is exempt. However, it is important to note the standard procedure for questioning someone with a hearing disability is to have an ICTS person communicate through sign language or written inquiry. A personal interpreter is not allowed, except if he is an ICTS personnel member. Otherwise, questions will be asked in writing. ICTS has to use every possible way to perform complete processing of every passenger to ensure security and safety onboard our aircrafts. When communication tools are not satisfactory - not only pertaining to those individuals with a disability but also with persons speaking languages or in a manner the ICTS personnel does not understand; then ICTS will refer the passenger to another level of screening which will include personal belongings and body search. These are normal steps, performed in every station under TSA Requirements. Per the Air Carrier Access Act (ACAA) 14 CFR Part 382.49 (a), “Qualified individuals with a disability shall undergo security screening in the same manner, and be subject to the same security requirements, as other passengers.” I do apologize if you felt targeted, but please be assured their method is routine without prejudice. If you have any further questions or concerns, you can email ICTS directly at [email protected].



Please accept my personal apology for any difficulties or inconvenience caused by the delay of your flight departing from Philadelphia. I realize you expected your flight to depart as scheduled; so did we. Any delay is costly, both financially and in customer satisfaction. It is not our intent to create difficulties for our customers and realize that flight delays are very frustrating for everyone involved. We work hard to avoid these situations; however, safety considerations must remain our number one priority.



To convey our apologies for the flight delay, we have authorized two Electronic Travel With Us Vouchers (E-TUV) in the amount of $75.00 as a gesture of goodwill. We hope you will allow US Airways another opportunity to regain your confidence. Your E-TUV is valid toward the purchase of travel on US Airways. Please be advised the E-TUV is not valid with Internet bookings. The E-TUV must be redeemed one year from the date of this email. In addition, please take a moment to read the terms and conditions listed below to receive the full benefit of this compensation. When you are ready to make your future travel arrangements, please call our Reservations Department at 800-428-4322 and provide the E-TUV code listed below.


Mr. Kelsey, we know that you have many choices when it comes to traveling, and we thank you for choosing US Airways.



Sincerely,





Carrie Ann Herrera

US Airways | Customer Relations Executive Liaison

The vouchers are challenging to redeem. Some report good experiences, but all of mine have been awful. The agents either do not know what to with them or they are not always applicable to a any single, most direct fare/ticket as stated in the Terms and Conditions. I wish you the best of luck. Sounds like a bad experience and you only got $75!

BINGO!! Nuff said!:td:

Sounds like a good deal to me. The OP didn't like the screening process in CDG, which was followed. (or was it in PHL? The letter and the OP's posts conflict.)

This, to me, sounds like another "I'm offended and want compensation" situation - although we don't know because the OP has never posted his original complaint and left us to assume. IMO the OP is lucky to have gotten anything at all.

Getting a voucher for any amount from US Airways is not a good deal as I stated in previous posts. However, I read the reply differently and I do not really know the original complaint in detail.

For a legit complaint, you're correct - US vouchers suck (in general, I've not ever gotten an ETUV, just the "free seat anywhere" kind).

For griping about ICTS procedures, any compensation is a great deal. Just because it came from US doesn't make it wrong.

Here is my original complaint:
We arrived at CDG approximately 10:05am. We waited in line until almost our turn, and because I am deaf, we were pulled out of line because I have to answer some security questions. My travel companion who is hearing and knows sign language. The security guy would not allow him to interpret for me. They expected me to read lips! (ugh) I told them I can't and told my travel companion to tell him what I just signed. The security guy said, "oh okay just a second." Then he came back and told us he was going to get a supervisor. I told him (I signed and my travel companion interpreted) it was not necessary because he can interpret it for you. He said, "Oh no way. I don't trust him. That is the security reason.(ugh!!)" I got pissed off. We waited for 15 minutes before the supervisor showed up. He gave me the questions on paper. I told him it is not necessary to do this. He said, "I have to follow the procedure". I said to him, I felt target because I am deaf. He went, "well, again, we have to follow the procedure for our security and safety."(ugh ugh!!)I had to answer the questions by shaking my head up and down as yes, side ways as no.

FYI, i was not trying like "I'm offended and want compensation" situation" at all.. I just don't appreciate they treated me different from others. Why do they have to pull us out of line?!?! dumb!!!!

I'm curious, was it a US Airways employee who pulled you out of line and performed the questioning? If not, wouldn't your complaint be then more appropriate to be aimed at the security staff and procedures at CDG airport and not US Airways?

I'm sensitive to your position, but US Airways has no authority over how the CDG security staff picks and questions passengers. Additionally, it's not surprising that they won't let strangers/other passengers translate words to sign language, as they cannot be sure the translation is correct. It's post 9/11, a 15 minute security delay on TA flight, while very frustrating, isn't anything to freak out about.

Lastly, I'm curious, how did the security person know you were deaf prior to pulling you from the line?

It was US Airways employees. When the security person started asking us questions, I told him I am deaf. then they had to pull us out of the line.

You got more than you deserved - all that was warranted was an explanation of the procedure and a confirmation that it was followed. ICTS followed their procedure, it sounds, to the letter. US doesn't make security rules any more at CDG than they do at PHL. The ICTS rule is quite clear. You "felt singled out" by a procedure? Get over yourself. The reasons for this procedure are quite clear. And actually make sense. Or maybe you'd like them to hold up the rest of the line while you are asked the questions that everyone else is?

Think about it for a minute - taking your own situation away. If a two people walk up to be screened and one of them does not speak English - would you trust the other to answer his security questions? No. The questioner would have no way of knowing if they person who didn't speak English actually knew what was being asked. Just as the ICTS agent would have had no way of knowing what your friend actually signed you.

Aside from using your friend as an interpreter, which isn't an option for legitimate security reasons, what would you have them do? Assume you know the rules (thus treating you differently than everyone else?).

The E-TUV voucher is pretty easy. The only trouble I had was being on hold 20m after I faxed the paper slip from the station manager upgrading me to Envoy on any flight when corporate called reservations and then my itinerary was changed. Never had any problems.

I think airline employees pulls 10 (maybe it's 15) percent of the passengers of any international flight into the US aside for further questioning by security. It's standard, more or less.

Actually, I think everyone gets the standard "Have you been in control of your luggage since it was packed" and "Has anyone asked you to carry anything" questions IME.

Oh this I know, but I've seen in LGW and LHR little pieces of paper reminding to pull XYZ percent aside for further security. I was subject once.

Hadn't noticed... perhaps I just look honest! ;)

Perhaps. Though I've traveled wearing suits and ties, to shorts and my alma mater's t shirt and I tend to always get pulled aside - somewhere.

Not in my case. Of the $1700 of vouchers redeemed in the past year so far (7-8 vouchers), all of them required at least a 30-minute hold, a supervisor, repeated phone calls, and or being assigned a liaison in the Executive Office. Apparently all the Platinum agents I get are inept. I understand, my TRI-CLT-NYC airport itineraries are so complicated!

Heh. I just call the exec office and it's done immediately. I even have an e-mail address of somebody there and if I have a problem, it's fixed in moments (during AZ's biz hours).

Read above--that is exactly what I said--I have someone in the Executive Office now to handle vouchers because of all the troubles I have had! :D

So you found a solution to your problem, or you still experience long waits in your E-TUV vouchers when you deal with the exec office?

Are you saying that because you have to call the Exec Offices to get your E-TUV's redeemed correctly that's a solution?

I had a number of negative experiences, and was assigned a liaison after contacting Customer Relations and she helped me redeem one. Later when I tried to redeem another one without her, I had a problem again and when I tried to contact her, she was no longer there.

I received a phone call back from a new liaison. She told me to call her when I was ready to redeem again. So I did, but when we tried to redeem one, it showed as being already used. It seems that the last time I had trouble, the agent left an unticketed itinerary in the system and I subsequently had to have a gate agent friend remove it.

In the meantime, I redeemed an alternate one. The liaison held my reservation for me but I had to still call reservations to ticket it and had trouble again during the ticketing process! So now I have two more and I am debating whether to redeem them at all.

Enjoy that. Really. Sorry - you don't get special treatment. Not at CDG and certainly not here. Perhaps next time you can complain about the TSA. :rolleyes:

Your complaint, in short, was in no way legitimate and in no way was US' fault. ICTS procedures are what they are. Welcome to the rest of the world where whining and being offended because you were "singled out" doesn't fly.

Calm down everyone.

The OP has a right to be frustrated - I think we all get frustrated when we get randomly selected or the dreaded SSSS ... and I can see how it's only worse if you have a physical limitation such as being deaf.

That being said, being selected for more questioning and airport inconvenience is just part of travel nowadays, and ICTS/CDG/US really didn't do anything wrong by questioning the OP.

Nevertheless, US coughed up 2 $75 vouchers. I think that's extremely good compensation for something that is standard procedure and only caused a 15 minute delay.

OP - What happened to you couldn't have been fun, but unfortunately it's now standard procedure and fully understandable. Despite that, US still compensated you. Trust me, there's plenty to be furious with US about nowadays, but they handled this matter above and beyond what was required of them.

I think this matter should be tied up nicely for all parties.

PFFFTTT!!!! Hissssssss.

You wanna challenge????