US Airways

Flight was delayed for 7 hours. It was due to leave MSY at 6:50 am and arrive in PHL at 10:35 am. Flight did not leave until it had been pushed back 4 times, then shut down by the Captain, then reset and finally left around 3 pm. A dented panel held the flight while the mechanic had to be called, arrived then stood around while the manufacturer in Brazil was contacted. This problem had been identified by US Airways personnel the night before when the plane arrived; however, the night crew did nothing about it and left it for the morning crew to resolve.

My wife and I missed our son's college graduation at 2 pm and his graduation dinner at 6:30 pm. We arrived in PHL at 6 pm and not to the graduation celebration until it were all over at 8 pm. Due to US Airways personal negligence of not fixing the plane the night before, this was not just an unavoidable mechanical failure. The night crew damaged the plan and then did nothing to start repairs on it. US Airways offered a whopping $125 credit on future flight. They stated the plane was owned by Republic Airways and the crew worked for Republic Airways and they had no authority to offer more. Furthermore, they could not elevate the complaint or give me any contact or address info for Republic Airways. Since US Airways is just a ticket agency, dispute with our credit card company has been filed for full refund.

My baggage was delayed by 24 hours and I was told by the US Airways customer service to buy some items necessary for my business meeting the next day. I did purchase one trouser, one shirt, one jacket and shoes. After I submitted the claim, I exchanged the item I purchased as it has some damage. I got a letter from US Airways rejecting the claim, claiming that I returned the items. I bought these items in a rush as I have to join the meeting. The trouser I purchased has some damage and I had to go to the express store and exchange the item that I used. I exchanged it and did not return it. I didn't return any items in Boston, MA. I explained in a letter saying that the items were bought in a rush as I have to join the meeting and the trouser purchased has some damage and had to go to the express store in Dallas, TX and exchange the item that I used.

I have a $476 credit with US Airways due to needing to cancel a flight. I was told there would be a $150 change fee when I re-booked. I feel the fee is absurd but it is what it is. The fee is listed on the website but nowhere does it say that the change fee cannot come out of the credit they owe me. I went to book a different flight and use the credit. The cost of the new flight was $296. After over an hour on the phone, I was finally told that not only would I have to pay the $150 change fee out of pocket, but the now $190 balance of my credit would be forfeited! This is not at all what the written policy states.

I asked for a manager and transferred to a supervisor who basically said too bad. I sent an email along with a printout of the website and was called by an employee who said she was going to assist with resolving the situation, which was nonsense because she basically said that I was reading the policy wrong and that she understood how I might have misinterpreted things but that US Airways had no intention of making good on the written policy. I then received an email stating that US Airways considers the matter closed and they look forward to serving me again. Seriously! I believe there is potential for a class action suit here. The written policy is clearly not indicative of the real policy and is extremely misleading. They have my money and have agreed to issue a credit. I am willing to pay their charge fee but they are refusing to allow me the use of the credit they agreed to.

I was a passenger on US Airways flight 4136 from Newburgh to Philadelphia on May 2, 2012. The flight was scheduled to arrive at 5:20, but instead, it was approximately 40 minutes late. This meant that I missed my connecting flight, US Airways 1084, from Philadelphia to Raleigh-Durham, which boarded at 5:40 for a 6:10 departure. I went to the departing flight's gate, C19, and was rescheduled for the next available flight. Other passengers and I requested some form of accommodation or compensation and were told that US Airways did nothing for people in this situation.

As an argument ensued, I took out my own pen and paper to write down the names of all US Airways staff present. An agent reached across the counter and physically attempted to prevent me from writing. She literally put her hand on mine and tried to take the pen. This is inappropriate and inexcusable. Never in my life has an airline agent, or anyone in a customer service context, physically put a hand on me in this manner. I could not believe what had happened. I have since reported the incident to US Airways. A representative named Cheryl called me the same day, but her response was meaningless. She just said that they were sorry, they'll handle it internally, etc., etc. She denied my request to speak to anyone else. I travel a lot for business and will never use US Airways again.

On October 6, I purchased 2 round trip tickets via Priceline for US Airways from Burbank to Houston (change flights in Dallas). December 8, I called US Airways to change the return date of my ticket from December 28 to January 8. Their representative told me she changed the dates and there would be a charge of $150 for the switch. I agreed to the amount and gave her my bank card number. When I arrived at the airport on December 20, I had no ticket. We were flying on American Airlines (which is connected to US Airways, I suppose). AA told me to go over to the US Airways counter to correct the problem. The female rep at the counter handed me the 1-800 number and then proceeded to ignore me. After making 3 calls to this number, speaking to 3 separate reps (each telling me the problem was fixed, it never was) and standing there at 5 minutes to boarding with the choice of either being stuck at the airport or purchasing another ticket, I purchased a ticket.

As soon as I arrived in Houston, I started the process of getting my money back. For 4 months, I dealt with the complaint department of US Airways. Each email/phone call from them felt like swimming in jello. First, they would ask for this and then for that. When they finally had nothing left to ask for, they told me I needed to deal with their refund department. 4 months wasted. So, I wrote to the refund department, enclosing all documents and case number. 2 weeks later, I received an email stating the ticket had been used, so no refund would be given. The ticket has not been used. Why would I purchase a second ticket? I don't know what to do next. I have all documents and email exchanges, but I don't have a clue what to do next. The refund would only be for $450, but that's a lot of money to me.

I had to change a flight to Paris so that I could make a Wednesday radio interview. That change cost me $250 in a change fee and $35 as a booking fee over the phone. My flight out of Ontario was then canceled. I called the company and they had me drive 60 miles to another airport where I tried to take another flight that was then, canceled. I was told by their customer service to catch a third flight out of Ontario so I drove 60 miles back to that airport and the flight got me to Paris on Thursday, one day after my radio interview.

I don't mind paying an additional $285 in fees when the service is delivered to me, but in my case, I paid to miss my appointment and I did everything in my power, including running around to different airports to make that happen. US Airways was contacted on April 4th, the day I landed in Paris, about the problem and they never contacted me back except for an automated reply that said they would get to my complaint in 2-3 business days. After I returned from France, I contacted them again on April 16. I received another automated reply and no contact. I have contacted them a third time and I'm still waiting for any kind of contact. Terrible service and business practices.

I purchased a ticket on US Airways. I also purchase the trip interruption insurance from Allianz Travel Insurance, which was linked on US Air's website. I worked as an independent contractor for a catastrophe adjusting company for about 5 years. My trip was cancelled because of claim volume. I called Allianz for a refund under my insurance policy. They are in the process of denying the claim because I was an independent contractor. I called US Air explaining that I believed that Allianz was reputable because they were linked to US Air's website. US air could care less and was no help. They are as corrupt as Allianz. Do not fly US Air! Do not ever buy from Allianz!

Today, we had the most unpleasant international journey from LHR to PHL due to 4-5 passengers who decided to make the 7-hour flight one long ruckus happy hour. My family and I were seated in the back section of the plane adjacent to the passengers being loud and inconsiderate towards other passengers around them.

The alcohol began to flow as soon as drinks were served by the flight attendants, and it didn't stop until they were forced to close their tray tables for landing in Philadelphia. Glancing over at the "party" supplied and fueled by the flight attendants, I saw there were at least 10 drink cups across the 4 middle seats. And the area reeked of alcohol. These guys were so loud; other passengers would constantly look back at them, or adjust the volume up on whatever device they were watching or listening to. I had to do the same. Only once did I see a male flight attendant ask them to settle down, but this was short lived.

Having a nice time while flying is fine, as long as it does not infringe on or thoroughly disturb other passengers. I've never experienced anything like that before on any flight. I was just amazed that the behavior was allowed to continue, and flight attendants continued to supply what these guys needed to continue drinking.

I'm not a casual flyer. I have flown many international flights with US Airways without incident, but today, I was appalled. On the way out of the plane at Philadelphia, I looked directly at the flight attendant wishing passengers farewell upon their departure; and I said, "You should be embarrassed for allowing that behavior to continue in the back of the plane." She simply smiled and said, "Bye, have a nice day." or some remark to that effect and turned away from me to look at another passenger. This single action completely confirmed to me that this intolerable behavior on a flight is condoned by US Airways flight attendants, presumably because money was being made and it's not always pleasant asking rowdy passengers to calm down.

Beware, international travelers. 7 hours can be a long time sitting next to rude, drunk, and raucous passengers while flight attendants look the other way.

My son just turned 11 years old and was reassured on past flights to France that he would be taken good care of on this flight if he would travel through their Unaccompanied Minor Program in the future. This year, we tried it. My son sat on the plane for 7 and 1/2 hours, and no one told him specifically that he could get up and go to the bathroom. And they took his carry-on bag and never gave it back to him till the end of the flight. That had entertainment and his passport documents. He was supposed to have an assigned flight attendant introduce her self. That never happened. Also, they would have never escorted him down the jetway if I had not said something about him walking down alone.

One flight attendant told him to "just stay calm" when he started crying. How do you feel ok treating a child like that? My son told me that none of the flight attendant tried to make him comfortable being alone in a 7.5- hr flight for the first time. He said that some passengers were nice and made him feel safe and that everything would be ok. I was told on other airlines' UM Programs, the kids get bumped up to first class because it's easier to take care of them.

They missed on at least 3 points that the list posted in the literature for the UM Program. The rep the airline had call me back put me on hold to review his docs that the airline gives out. My son told me that a stranger asked him if he need to use the restroom. He declined because he knew it was a stranger. I'm sure that the passenger was only being nice. Now my son is terrified to fly back alone. My family spends thousand of dollars a year on flights to France. I asked the rep if you could offer a discount or gratis a flight to pick him up, and he said, "No, we met our obligation."

I'm scheduled to fly from Syracuse to Washington National on flight 4084 today, 4/3/2012. The flight was scheduled to take off at 5:20. At 1:00, I received a call that the flight was delayed until 5:59 due to a mechanical issue. I get to the airport, only to find out that it has been pushed back to 6:30. Then we find that they have decided to bring in another plane and that we are not planning on taking off until 9:30 pm. There is no food available in the airport, security is closed, and the gate attendants said there was nothing they can do. For $50, US Airways could have ordered pizzas for the 12 people sitting here.

Last Tuesday, March 27, 2012, while on a flight from Charlotte to Toronto (# 3250), I videotaped a US Airways flight crew bullying and intimidating a disabled elderly woman because she asked to get her medicine and sweater out of a carry-on bag. The flight crew wouldn't let her bring her carry-on on board as they said the bins were full (they were not). The woman was sitting in first class and assumed she could carry on her.

She then asked if she could get a couple things out of her bag prior to it being gate checked. The gate agent, flight attendants and captain all yelled at her—literally—and brought her to tears. When she questioned why all this was happening (she was confused and terrified), they threatened to call the police and literally tossed her off the plane.

I was in the seat directly behind her and was mortified to see what was happening. I videotaped the crew while throwing her off the plane. Then, the crew got mad at me for videotaping (I was making it obvious to make a point) and they threw me off the plane. Then, they refused to rebook me, saying I needed to call customer service. This response to my problem continued throughout the CLT airport by other US Airways leaders. And I am a US Airways Chairman's Preferred flyer. It was surreal.

That evening I emailed Doug Parker, CEO of US Airways, with my complaint. The next day, I received an email apology from Mr. Kerry Hester (SVP of flight operations) who then had Mr. John Romantic (Managing Director of Service Recovery) make contact with me to apologize and supposedly make things right. Apologize they did, but they are refusing to compensate me and I still have not gotten any explanation as to why this happened. This is the worst experience of my 30-year flying history.

Condescending behavior from US Airways employees - I arranged a flight for my wife that turned out to be very disappointing. I understand that sometimes requests can't be accommodated or unforeseen problems arise, but I do not understand that being communicated to a passenger/customer with such disdain and disrespect. Passengers were crowded into 'pockets' on the plane and when they attempted to spread out as the doors were closing they were told that the empty seats were "premium" and cost $50 more. They were not allowed to move, really?

Same seats, same legroom, same cabin, just a few rows up and over so someone didn't have to sit in a middle seat unnecessarily. And yet that's exactly what they did while those rows sat empty. Enhancing revenue is one thing, but this type of policy is unkind. I filed my objection with the US Department of Transportation and recommend anyone with concerns to do the same. There are filing options for poor service, misleading advertising, discrimination, etc. They tally monthly numbers and report them publicly. It's about the only thing I've seen these airlines care about.

Buyer, beware when flying with US Air. This is a heads up to all of you who are thinking of flying with US Air. Last March, we made reservations to fly our family of four on holiday to Spain the end of August. Our son had to back out of the trip. When we cancelled with US Air, we were told that we couldn't get a refund but the ticket amount was good (for our son only) within the next year. Nothing sent to us—no written confirmation of any type. Well, we are now finding out what knuckleheads we are as we didn't ask what constitute a year. We assumed from date of flight.

When we called a few days ago to book, we were told it's from date of booking and we are out of luck. And it was said with just that amount of snarkiness. Now, we take responsibility for not confirming timing, but we cancelled a ticket/seat that US Air resold as it was a full flight. So US Air has been paid twice for that same seat. And we've been told too bad, not our problem. Seems like a real racket.

My son was coming home for a family funeral. He asked for help and explained the situation to a counter person. They accused him of attempting to avoid a rule. They consulted an even more rude supervisor and threatened to have him barred from the flight. As a result, he was forced to check a bag that could have easily fit in the ample amount of overhead storage on the flight, and his bag supposedly checked on board by flight personnel, was left behind at the originating airport. This gross insensitivity and bullying behavior was an abuse of authority on their part. It only takes two rotten eggs working together to make a horrible experience. I suggest avoiding these people and this airline until they get a clue.

We had a destination wedding planned for our daughter. Sadly, it was canceled. When I asked for a refund of 5 tickets (each at $700), I was told no. They were non-refundable. Then I asked for them to have an extended date. And again, I was told no. So here I am, a loyal US Air customer, just out $3,500. I am very upset and have to question ever flying with this airline again.

On November 2010, my grandmother passed away in Mexico; and I purchased 3 plane tickets for my family. It was an emergency and requirements for abroad travel is that you must possess a passport. My appointment was in the morning for expedited passport issuance. I was delayed by the agency and missed my flight that evening on top of missing my grandma's funeral. I was told that I had a year to utilize the credit balance with an outrageous fee of $150 per ticket issued.

I've been proudly serving in the Armed Forces for 8 years and my wife as well. We both have had busy schedules being full-time military. Traveling on a vacation was just impossible for us. In September 2011, I got stationed in Louisiana and tried to utilize the credit in November and was told I had missed their cut-off. Since then, I've submitted 3 extension requests, which, I was told by customer relations, could be done. I have not received a status of any of them if they were denied or approved. I'd like to seek legal action on this issue. It's very unfair and unprofessional on their part.

I booked a business class round trip from Philadelphia to Shanghai. US Airways booked me for a return a month later than I asked for. I received confirmation of this two days after making the reservation on the phone with their agent. When I called back to fix their error, I was told flights were sold out the day I wanted to return and would have to come home the next day. I would also have to fly an additional 8 hours, fly in coach on the US Airways portion of my flight, but they were still going to charge me the full business class price. In addition, it was my responsibility to pay for the hotel, meals and additional airport transportation fees. They were responsible for nothing.

This is my response when I complained to US Airways about being charged $175 for a ski bag as my only checked luggage at the gate. I had phoned the day before to verify my ability to use the ski bag as my only checked luggage. They assured me that I could, and that as long as it was under 50 lbs. I would be charged the $25 regular checked bag rate. This is not what I was told as the gate. They said I could not have clothing and that my bag was oversize; therefore, the $175 charge. Also, nowhere on their website does it say that a ski bag must have skis, boots, and poles only. This is only stated for a second ski bag. Also, they say that a ski bag must be properly padded. This is what the clothes were doing. I am appalled at their lack of customer service and the misleading information on their website and on their phone service. What I want is a refund of my $175. I had already paid the $25 24 hours previously when I printed my boarding pass.

US Airways cancelled my Dividend Miles membership and forced me to forfeit about 45,000 miles after they claimed I attempted to sell my miles on eBay. This was false. When I asked for proof, they said they could not provide any evidence. Any attempt at re-instituting my miles was quashed.

I have since refused to fly US Airways. I have found tickets that are between 25% and 50% more than US Airways' prices and have bought those instead just so they don't get my, my family's, or my business' money.

I bought tickets for my daughter, son-in-law, and two kids to fly from NC to Texas during Christmas 2011. We were getting ready to drive the 150-mile trip back to the airport, and I developed chest pains and had to be hospitalized and then transferred to another major city for catheterization. Thus, I had a heart attack, for which I had to remain hospitalized the day my family was to fly out.

My daughter and family stayed to monitor my condition and changed flights/days on US Airways. A rep assured my daughter that talking to customer relations and due to emergency situation, help would certainly be had. To no avail, after numerous calls and faxes. All they said was we were not "entitled" to a refund. Dang, who are those people who can't even write a decent worded letter. We just got back and received a second reply which stated that we still do not qualify for a refund. It is only $600; are they that desperate for money?

Purchased 2 round trip tickets from SAT to SLC with 1 stop in PHX. First leg delayed, missed connecting flight to SLC, couldn't confirm us a seat for 1.5 days, so we bought Southwest Airlines tickets $650.00. For next morning hotel $75.00, meal $50.00. Arrived in SLC had a good weekend. Arrived at airport for return home flight, they had canceled our reservations. Keep in mind they accepted our money and issued us seat assignments. No available seats for 2 days. Finally found Continental Airlines. Had 2 seats to get to Houston $1,800.00, but they couldn't get us to San Antonio. Rented a car from Thrifty $450.00, gas $45.00. Drove home. The gate agent in SAT assured us we would make our connection in PHX. The PHX gate assistant heard me buying ticket from Southwest, never mentioned they would cancel our paid for reservation. Sent a letter to the Corp office. Got a reply back that it wasn't their fault and that was it. The whole company is a scam, reselling tickets they have already sold.

I paid extreme amount for tickets. One hour before the flight, I was told there was a delay. I immediately found out from another customer that flight would be cancelled. I was treated very rudely at counter along with everyone else. A poor quadriplegic man in a wheelchair who had a medical emergency to get to destination was treated horribly.

He was left to sit at counter very upset and told nothing could be done. This was 6 pm and told there were no flights. They didn't care about anyone's situation. We had to stay overnight due to supposed mechanical problems. We were given no food, compensation or apology. Everyone feels flight was canceled because it wasn't full. Never fly US Air again! Everyone at airport said they do not book with US Air if there are any other options. This is common and always treated rudely. I fly often and will not fly with them.

US Airways had to reroute one flight, $150 penalty. I had to cancel the other flight and lost $119. I bought insurance and that was no good unless you get a doctor's excuse or show proof you were almost dead or something. They are just crooks. At least, they're only $16 unlike US Airways.

I was buying my ticket to Atlanta-Houston over the phone. After giving all credit card information the call got cut off and when I called back, the new operator double charged me. Flight US 1639 Jan 20 Ref BKgyv5 . I would like to have my money back please, thank you.

US Air sent an email saying air miles expired or inactivity without any advance warning. They failed to respond to the complaint I submitted. I paid for those points and they wanted another $250 to get them back, it should be theft or a crime.

Flying home from Guadalajara on US Airways, we had a connecting flight in Phoenix which was cancelled due to weather. Now, I can't fault US Airways for the weather, but I can fault them for their handling of it.

Customer service advised me there were no available flights to my final destination (SBP) for four days. There was no lodging voucher, no alternate airline voucher, nada. To their credit, they did "allow" us to rebook on a US Airways flight to a nearby airport the following day.

4) 4 hours car travel time in addition to the flying time.

I have lodged a complaint with their Complaints Dept and with the DOT. Interestingly, the DOT (government) replied to my query in 24 hours. US Airways has still not responded, 14 days later.

My wife and I were supposed to board the flight# 2665 on December 22, 2011 - (Dulles Airport) Washington DC to Charlotte, VA. We were on our way to San Francisco and in Charlotte, we were supposed to transfer. We stopped at the boarding help desk by the gate and ask to be assigned a seat. And this guy, a US Airways employee named "Yakub" tells us that we don't have to board this plane because if we are willing to wait for an hour or so, he can book us a direct flight to SF. At first we were like, "Wow! This US Airways' pretty good!" So we decided to go with his promise and got ourselves tickets to that new direct flight. After being issued the new tickets, we walked over to the new gate and gleefully asked another employee of US Airways there to assign us seats for this flight. And she goes, "I don't know who gave you these tickets but we are already overbooked as it is right now."

We were speechless and mindlessly angry because of that Yakub guy who didn't know what he was doing. We lost our first flight and were also denied the second one as well and not to mention, 2 hours of wait time.

We walked back to the first gate where we met this Yakub guy and angrily demanded that he get us a new flight to SF. But this guy said, "No. Why?" Because he said I was rude to him. I asked him for his last name so I can file a complaint but he, with a smirk, refused to give it to me and said I can go find it myself.

I was really two seconds away from punching this guy. But then a female co-worker of his intervened and agreed to get us new tickets and even gives us free flight coupons. We agreed but we had still lost almost three hours because of this clown.

This is not the end of the story. An hour later, we finally started boarding the new flight and he was the guy at the ticketing booth scanning the tickets. My turn came and I looked straight in his eyes and said "shame on you." I said that because not once did he apologize but rather was smirking the whole time. Immediately after finishing the word "you", this guy flipped and started yelling repeatedly "** you, you **. I will kick you outta the flight!" The guy was total maniac. A bunch of other passengers stared at him and thought he was on some kind of drug. Anyway, I walked on without looking back and his voice faded away.

I've been flying close to thirty years and this was the worst airport experience ever. I wish I knew what his last name was so I can file a formal complaint. Seriously someone like that should never work in any service industry and US Airways should locate this employee of theirs and impose some kind of disciplinary action upon him. I will never fly with US Airways.

I sent my wife to Seattle to be with her 24 year daughter who is facing cancer surgery on Jan 10. The brand new bag that I bought her for Christmas was totally destroyed along with several other Christmas gifts. She refuses to come back to GA on US Airways as their own customer service rep said it appeared to have happened via negligence and her cigarettes were stolen as was the Mary Kay makeup I bought her for Christmas. Her bag was Swissgear and had a 10 year warranty on the workmanship.

Although they gave her a bag from an office up in Seattle and took the Swissgear bag, as to the other items they told her we gave you a bag didn't we. My wife is already emotionally drained considering what her daughter faces and to be treated like crap by a "Customer Service Rep" who's company had just destroyed her never before used Christmas gifts, is anything but customer service. How can a company that treats people like that still be in business?

I had a truly hideous experience yesterday with US Airways. I had scheduled a flight from Fresno to Tucson at 9:50 in the morning. I arrived very early at the airport and asked if I could be put on an earlier flight since I was already here so early. I was told there would be a charge, so I decided to be patient and wait for my 9:50 flight. After sitting at the gate for six hours I came to find that my 9:50 flight had been cancelled due to fog (which was nonexistent) and not one of the 7 people at the front desk had bothered to come and let me know. I had to go back down through security to ask why no one had come to get me. They told me that they had made several announcements over the intercom. I told them that I wasn't able to hear (as I am hard of hearing, deaf in one ear, and have moderate hearing loss in the other) that and someone should have come to get me.

They were extremely unapologetic and actually acted annoyed by me. I found that they had known the flight would be cancelled well before the earlier 6:30 am flight, but they decided not to put me on that flight. They told me that they could only put me on standby for a 12:15 flight which had been "oversold" and then confirm me for a much later 4:15 pm flight. When 12:15 came around, there had been too many people booked for that flight, and those who did not "choose a seat" at check out when booking were simply kicked off the flight.

The supervisor at the gate (Christine) was extremely unapologetic and laughed at us. When my plane finally arrived, I asked to speak with Christine's supervisor before I got on the flight. She refused to call whoever that was saying that I could talk to her. I asked to be compensated in some way for being made to wait all day for a flight when they could have put me on an earlier flight. She proceeded to laugh at me and told me that nothing would be done and I should just go get on the plane and "stop being rude", unless I wanted to be held off of that flight as well. After 18 hours at the airport, I finally arrived home exhausted and traumatized. I refuse to ever fly with US Airways ever again.

I am a seasoned traveler having work in various places of the world and have flown on over 20 different Airlines. Unfortunately US Airways is the worst as far as Customer service goes and service is most certainly not part of their culture. I needed to make a business trip from Phoenix to Vancouver and was prepared to pay the going rate as a last minute traveler. So I called US Airways to see what they could do. The option they had was fly to LA then to Las Vegas and catch a flight to Vancouver. The LA flight left in 90 minutes, so I rushed to the airport and flew into LA.

When I came off the flight at the next gate, there was a flight going to Vegas before my scheduled one. I went up to the attendant and asked if there were seats on the flight. She advised there were, I showed her my boarding pass and asked if I could catch this one so I could make sure I was there on time for the Vancouver flight. She told me that they were never late so if I wanted to move my flight up it would be a $50 charge. Having paid a premium for the ticket already, I decided to pass. Well they are late as my flight to Vegas was over two and half hours late and I missed my connection. They put me on the next morning flight, gave me a hotel room (it turned out to be a 2 star place) a $10 meal voucher and $100 certificate for my next flight. Unfortunately as a Contractor I am paid for my hours and I lost six hours of billable time which was considerable more than even the flight cost so it was only a morsel to me.

US Airways likes to add insult to injury though because I did try to use the $100 voucher and you can't use it on the internet to book a flight. You have to call them which I found out when I tried to use it on the internet. When I called to use it, they were very accommodating and booked the flight I was looking at and then asked for my credit card. I asked how much are you charging me (why should I need to ask). I was given an amount which was $40 more than the screen I was looking at. I questioned if that was before or after my voucher and it was after price.

When questioned, the response was that the Internet price was different than a live booking and told if I wanted that price I should have booked on line. I explained that I couldn't book on line with the voucher and so I expected that they would be matching it. I was basically told no way and then told again they needed my credit number. I told them to cancel it because I wasn't going to pay more to use their voucher. At this point "Antilla", my name for her now, got a little huffy with me. I assume she felt I had wasted her time and it seemed like to cancel it was a major problem but without my card she was doomed.

Due to hurricane weather back in my home town, I was able to change my flight itinerary (online) which I did so. After checking out of my hotel, arriving at airport, etc, I was told my reservation was not in the system. Additionally, I was told the connecting airport was closed so I was unable to get a flight out. Upon calling the airport in Charlotte NC to see if it was ever closed, it was not. Spent 6 hours at the airport, paid for 3 nights hotel, travel expenses to and from airport, 3 days worth of meals etc and was unable to protect my home property from the storm.

Have a charge on my US Air Master Card from AT&T TLG GAC in the amount of $35.26. I don't know what this is for and did not join a membership or subscribe to a newsletter, etc. So please remove this amount from my statement and no further charges should be made. I don't know if I have the right dept but a response would be appreciated.

On the morning of 12/22/11, I was to fly from DCA to TPA on US Airways 1517. I had a printed confirmed boarding card first class but no seat number. I repeat, I was confirmed in first class and held a boarding card to that affect, just had no seat number. One hour prior to departure, a gate agent approached gate 36, turned on his computer and without looking up, barked "next". I walked up to the counter at gate 36 placed my confirmed boarding pass on the counter and requested a seat number to be assigned. The agent glanced at the boarding card and without ever making eye contact with me stated "The flight is oversold. I will ask for volunteers. If I have one, I will page you, if not you will be denied boarding and compensated, he then barked, "next" and without raising his eyes or ever stopping his typing he handed me a brochure about denied boarding compensation. I felt like a dog being told to go sit in the corner. I felt like a piece of luggage. I was a number. I was not a human being in this agent's eyes. Just a number, just a dog he could dismiss.

I will comment, that the boarding pass clearly showed first class and it clearly showed I was a platinum member of US Airways. To this agent I wasn't even pond scum for him to acknowledge. I stepped away and waited. As I stood there and watched his horrible customer service continue with each and every person that approached him, all I could think to myself was that there are millions of people unemployed and how many people would be so grateful to have this person's job and deliver customer service and treat people with respect and display to the customers that they are grateful for their job and that they want to provide service. It was sad to watch.

Eventually a woman agent (who I think was in a supervisory role) paged me and handed me a boarding pass. The seat was in coach. I inquired about any compensation for the downgrade to coach. She barked "you are on a complimentary upgrade due to your status and you are not entitled to a compensation due to it being a free upgrade". I just stood there looking at her and didn't have the time to explain to her that in order to be Platinum, I need to fly and spend a lot of money on their airline. I earned the upgrade, it wasn't a lottery. They are the ones who promoted their program and tell you the many benefits that you will receive if you are loyal to them. I received a confirmed upgrade that I had earned.

I then realized as I looked at the nasty male agent who was there and then looked at her how truly sad it was that they were employed by US Airways and treated people this way. I flew home and spent the rest of the day being traumatized by the total dismissal of the agents of acknowledging that I was a human and that they should have said two simple words "I'm sorry" or "I apologize for the inconvenience." If either of them had simply said those words and if the male agent had simply stopped typing and looked me in the eye at any point and acknowledged that there was a human being in front of him, i would have been fine with just getting a seat home. What am I looking for? I am not looking for any financial compensation. I just want someone from US Airways to say the following,"We are sorry and we appreciate your business."

A US Air gate agent at Dulles Airport (IAD) had me, a 56-year old handicapped woman, falsely arrested!

This is what I wrote, the second time, to US Air's customer relations:

Thank you for your reply, but it had nothing to do with my complaint.

My complaint is about the actions of your IAD gate agent (Omaira, I think is her name; I never found out since she covered up her name badge), who not only was extremely rude, but had me, a 56-year old handicapped woman, falsely arrested! That is serious! She obviously exaggerated her story in order to get the airport police to chase me down, handcuff me, search me, and arrest me. Within an hour she had recanted her story, which wasted the time of the police officers as well as caused me to miss my nephew's university graduation. In addition, and very importantly, I am still suffering horrible pain from where the handcuffs cut into my wrists.

If that gate agent had not had me falsely arrested, I could have gotten on another flight and gotten to my nephew's graduation. Therefore, I am again demanding a refund of my ticket price of $357.10. I did finally receive my suitcase back and it arrived with three broken zippers, but I am sure you will ignore and/or talk your way out of that, so I won't even bother trying to put in a claim for that. If you are seriously interested in improving your service, as you say in your letter, I suggest you give that gate agent a desk job, away from the public.

Thank you for contacting Customer Relations. We appreciate it when customers take the time to share their concerns.

If you are not checked in and present in the boarding area at least 15 minutes before the scheduled departure time, your reservation may be canceled. Your seat is released to another passenger, and you will not be eligible for denied boarding compensation. Please note that our pilots do have the discretion to depart 10 minutes prior to the scheduled departure time.

When a flight is deemed closed by our Operations Department, the computer system automatically restricts the ability to check-in passengers from the ticket counter for that particular flight.

Ms. Weaver, feedback such as yours affords us the opportunity to learn where and how we can improve our service not only to meet our customer's expectations, but to exceed those expectations. Given the privilege of serving you again on US Airways, we look forward to providing you with a more satisfying travel experience.

I have been a loyal customer of US Airways since their days as Allegheny, but today I've finally had enough of their nonsense. I tried to make a reservation last night for my family to travel back to Philadelphia for Christmas using Dividend Miles, but their website was down. This morning I started the process of transferring and buying miles to purchase the tickets. Only after I had incurred credit card fees of $1,146.53 did I notice that the miles were not being transferred. When I called US Airways they told me that it took 24 hours to complete the transaction. Waiting 24 hours would put me inside of the 14-day advance purchase window causing me to incur an additional charge of $75 per ticket.

Nowhere on their website does it say that the transactions do not take 24 hours, nor did any representative tell me this until after I made the purchase. In addition, once I had all the miles transferred, I was told that I could not purchase the tickets unless I paid the $90 transaction fee on my US Airways MasterCard. My card was at its limit and because it's a weekend no payments get credited until Tuesday. Again, waiting until Tuesday causes me to incur the additional $75 per ticket. Nowhere on their website does it say that the 5,000 bonus for redemption of miles is contingent upon purchase with a US Airways MasterCard. Logically, it doesn't make any sense that they'll let me buy/transfer miles and charge my Chase card $1146.53 but insist on the $90 coming from a US Airways MasterCard. I've had it with them.

On November 18, 2011, I experienced the worst airline flight in history. I had a layover in Charlotte, NC going to Nashville, TN. After waiting for about three hours on a layover, the flight was severely delayed. They changed gates without any notification from any gate attendance. When time to board fight 960, they did not board to Nashville. They boarded another flight. I was very disappointed because I did not make the viewing of my uncle's body, who had passed away and was being laid to rest. After such a horrible flight and experience, I decided to cancel my return flight with U.S. Airlines, because I did not want to be late for work the next day and was scared to take the risk. Upon cancelling the flight, U.S. penalized me $150.

I received an airline solicitation for a credit card. I applied and was accepted. It promised two round trips, not true. I ascertained they would do auto-withdrawal by talking to the woman referenced below. They screwed up, despite obviously having all of my bank information. I sent a letter and email to the president, protesting, and got only a rude call from Darrell.

So I had a family emergency the day before Thanksgiving and I called up a supervisor at PHX (Karen), who told me that to change my original ticket (Wednesday) to Monday, would be about 1000$. Now who in their right mind would pay that much money? So she advised me to buy another ticket with US Air or a sister airline, and literally found a ticket for me for about $180. I was ecstatic, obviously because that was a really cheap flight! I booked the ticket on my own and thanked her for her service. We hung up.

I land in JFK that Tuesday morning and everything was okay until I try to leave Sunday, back for college. I try to do an online check in (thank goodness I didn't wait until I got to the airport), but the online check-in system denied me and said that there is a problem with my reservation. Thinking it was just a glitch, I called up US Airways and talked to a random agent who said my ticket was canceled. He connected me to a supervisor (Tim at Phoenix), who kindly explained to me that the ticket was canceled because I was a no show on the first flight. First of all, what I did on the first flight should have no connection on what I do on the return because ideally, the planes are completely separate. However, that is a company mistake and a whole different complaint.

Basically, I talked to Tim and told him that as a college student, I cannot afford to pay $1000 for a ticket that I already paid $570 for. It's unfair. He told me that there is no way he can change the ticket because I was a no-show on the flight to NY and therefore they canceled my ticket, which still made absolutely no sense, unless you're a corporation that's trying to fool your customers and getting more money. Furthermore, I had talked to Karen earlier about changing my flight and she didn't mention anything about my return flight being canceled. I know, I know, the company will say that it was in the fine print, but literally, they could write, "If you get on this flight, we will throw your bags off the plane" on the terms and agreements and maybe one customer would cancel his ticket: my case being, nobody reads the terms and they know that.

So how come she didn't tell me my ticket would be canceled and why was it not in her notes that she referred me to a new ticket? I asked Tim to connect to a higher person on the chain, and he apologized for the inconvenience and connected me to the higher supervisor; Tony from Phoenix. Now this woman pretty much gave me the worst experience ever, not to mention this was my first time flying alone. She said the same thing Tim did, but with the nastiest and most arrogant voice I have ever heard. Talking to this woman could have been a lot easier if she had been kinder. I told her repeatedly that I knew it was not her fault that my ticket got canceled, but it was Karen's responsibility to tell me it would. I advised her I wanted to sue and she gave me the information, but with a very nasty voice. She kept responding to me with contradictory statements such as "You did not tell Karen that you wanted to change flights" and then read Karen's notes which explicitly said "Asked for a change in flight".

Clearly something was wrong with this picture. After everything, Tony started yelling at me! I was enraged at this point, besides the fact that US Airways didn't inform me my own $570 flight was being canceled, but then on top of it, Tony the Supervisor was yelling at me?! Literally, these people made me cry. I asked her what the logic was behind canceling my roundtrip ticket, when basically buying a roundtrip is like buying 2 one-way tickets in one payment. She said the airport canceled my ticket. I asked her who "the airport" was and how I could contact them, and she gave me the worst answer possible. I didn't even understand what she was trying to say.

I am definitely going to try to sue as this is the worst airline experience I have ever encountered, and I have flown with my family many times. I am sorry as I know this is not the entire airline's fault, but simply a few people in the corporation, however, there is absolutely no way that a college student in hundreds of thousands of dollars in debt can afford to pay $2000 (in total) for a flight to and from home.

My girlfriend arrived at the Seattle airport 40 minutes before her flight (she only had carry on luggage). The agent at the desk stated that the US Airway policy for the Seattle airport was that, travelers who do not check in at least 45 minutes before their flight, will not be allowed to check in. As a result of the US Airways policy, she was not allowed to check in, and had to miss her flight. She then had to reschedule a flight for the following day and pay the $150 change fee. The agent would not reimburse for the hotel, or food costs, nor would she waive the $150 fee.

First issue- I've done some research on the US Airways website, and see the policy states travelers must check in at least 30 minutes before a flight except for certain airports where you must check in 45 minutes before, which of course Seattle is included. While this is US Airways policy, what I don't understand is why you would not allow a customer to check in, when 40 minutes is plenty of time for a person to get through security for a domestic flight and get to the gate.

If a person can get to the gate before the door closes, who are the agents to stop a paying customer from checking in? Yes, the agents are following US Airways policy, but the policy is flawed and completely unacceptable. I called US Airways and the agent, Sushma (Sign: JL), she said the cutoff time was so customers don't complain when they are allowed to check in but miss the flight. If a customer checks in but misses the flight, they don't complain to US Airways! They know it's their own fault for being late. But when you have plenty of time to board and the agent won't let you check in, then you complain to the airliner, because the policy is ridiculous. The real reason I believe this policy is put in place is, so the airline can overbook flights, then close the doors on people who are unaware of this policy, and show up "late". By late, I mean 40 minutes early.

Second issue - There is no mention of this policy on the e-ticket. If you are still on the stand point that this policy is "required" (and please explain to me why it is, because I would like to know), then at least have the decency to include this information on the e-ticket when it is emailed to the customer. Nowhere on the ticket does it state, "You must check in 45 minutes prior to departure or you will not be allowed to check in". It doesn't matter which vendor a customer purchases through, if you are going to have a policy like this put into place, at least have the decency to mandate that with every US Airways ticket. A disclaimer must go with it. Are you expecting the customers to dig through your website to look up the policies?

Third issue - My biggest issue with this whole ordeal is the representative I talked to over the phone. I called the 1-800-428-4322 number, and talked with Sushma (Sign: JL). Since you record calls for quality assurance, please go back and play this call and tell me if you think that US Airways is providing quality service. I explained the situation in a very courteous manner to Sushma. She went on to tell me the policy is put into place because they don't want customers getting angry, that the agents allowed them to check in, but they were not able to make it to the gate on time.

Are you kidding me? How could a customer blame US Airways for them not getting to the gate on time? When I went on to tell Sushma that I have been able to get from check in to the gates in much shorter than 40 minutes, and how I have never encountered this with other airlines, she went on to tell me with her attitude, "Well this is how US Airways does it. You know its your fault for missing the flight". Sorry Captain Obvious, but I acknowledged the fact that this was your policy, and that its a flawed policy, but to say its my fault for missing the flight? No, if you allowed her to check in when she got to the desk, she would have not missed the flight.

The only reason she missed the flight was, because US Airways has a ridiculous policy, so they can have an out to over book flights, and not reimburse customers. The audacity of Sushma to say its my fault for missing the flight, is appalling. She needs to go and call American Express to learn what real customer service is like. This is absolutely pathetic service, and a disgrace to what is otherwise a good company.

My girlfriend incurred a change fee in the amount of $150, plus the cost of food and accommodations, not to mention, she had to miss work.

My husband and I are on our way home from a cruise on 10/31/2011 on Flight 2680 departing from New Orleans, LA to Charlotte, NC at 4:17pm. A couple with infant and stroller boarded first. Our seat was right before the restroom. The couple took our seats, and the flight attendant advised us to sit in the empty seats right across from the restroom, because they had a baby. Then she advised us to move up one row, I guess so we won't be directly across from the restroom. I advised it was okay, but if I wanted to sit across from the restroom, I would have indicated that when I made my seat arrangements online.

Baby or no baby, the couple should have sat in their assigned seats. There was another person with an infant on board the flight also, but it seemed they sat in their assigned seats. The flight attendant was out of line for making this call.

US Airways gave me a year to use my unused ticket. Now, almost a year later, I am trying to use it but am unable to. I am given only 345 days instead of 365, so I can't travel for Christmas vacation. US Airways says that I was given a year to complete the flight but the year starts when I purchased the ticket originally. I checked with other major airlines and no one else has same policy. Other airlines give passengers one year to either buy a ticket from the date they bought the original one or a year to fly since the day of the initial flight. US Airways is the only major company that gives one year to fly since the date booked.

It is unreasonable of the company to do that. Their salesperson agreed with me that it's unfair, however, customer relations was more defensive and didn't admit their fault.

My wife and I were returning from vacation in Jamaica on October 9th. We flew from Montego Bay to Charlotte on US 1230 which arrived on time. We were scheduled for a connecting flight to PHL on US 1526 which was scheduled to depart at 5:54 PM. (See below)

My complaint is that US Air does not allow enough time between flights. US Air would not lose any money if they moved the flight time back 15 minutes or so. Since all incoming flights from Jamaica must go through customs, it is impossible to get through the customs line and to the gate for the connecting flight in one hour.

There were 9 passengers coming from Montego Bay and going to Philadelphia, all of whom missed the flight. Not only did we miss the flight, but after running through the airport and arriving at Gate 19 by 5:50 PM, we learned that the flight had already left the gate. US Air had called our names approximately 15 minutes prior to flight time and when we did not answer, they removed our baggage and put standby passengers in our seats.

US Air made no arrangements to accommodate the 9 stranded passengers. They said they would try to get us on the 8:00 PM standby, but there were no flights to Newburgh until the next morning and if we made the standby flight, we would have to stay over in Philly. The US Air clerk gave me a coupon for 10% discount at a hotel, but otherwise no help from the airline. She said that 9 people had missed the flight this time and that this happens all the time. She also said that since we got held up in customs, it is a customs problem and not US Air's problem.

I was forced to get a hotel room in Charlotte because I could not get a confirmed flight until 6:30 AM on the 10th. Both my wife and I were scheduled to work on the 10th, and we were both docked a day's pay for not coming into work. Our financial loss for US Air's poor scheduling cost us approximately $600 between the loss of pay for myself and my wife, and the cost of a hotel room and meals.

If US Air moved the departure time back at least 10 minutes, they would not have any financial loss, passengers would not miss their connection, and we might consider using US Air again. US Air also needs to review their door-closing policy and not close the door and allow the plane to leave prior to the scheduled departure time.

I feel that US Air should compensate me for my financial loss as well as my lost work time and the inconvenience.

I was kicked off a U.S. Airways flight #954 on Oct. 2, 2011 for raising a question about a lady with a cast on her right arm who was sitting in the emergency exit row, a seat she had additionally purchased. It appeared to me that she would not have been able to perform the duties and responsibilities required of her by Federal Law.

I was deeply concerned about my safety and the safety and well-being of the people on that flight. The situation made national news on ABC News and their affiliates. I'm in the process of filing a complaint with U.S.Airways, the FAA and TSA.

I boarded my flight and sat there. The plane had mechanical failure. We were told to get off the plane, that it would be an hour or more to fix. So, I went and got dinner. I spent $38.00 dollars for a glass of wine and quesada. I paid $25.00 to get my luggage on the plane, and spent another $30.00 for my dog to be boarded. I also had to pay for my car to be parked in long term parking ($5.00). I didn't even get off the ground! I would really like to be reimbursed for all the above!

I was told time after time that I was not going to get another non-stop flight out the next day. But someone finally found me a flight! As much as I appreciate that, I am not happy with all the expense I had to go through! Please get back to me at **. Thank you. I might as well mention that I had to pay $100.00 for my son's bag to get checked in, while he was serving in the military. He has since re-enlisted. I'm very glad that someone finally realizes that any military personnel should never have to pay extra for serving our country!

US Airways has a total lack of concern for customer satisfaction. Here is an email exchange for a cancelled flight due to mechanical failure.

First, US Airways did not book me on the next available flight from PHX to AUS. I confirmed this with your representatives on the phone when I called to re-book my flight. My flight was re-booked for Monday 7/25 at 6:50pm (conf # E2ZTXR). This is 2 days later than my scheduled return flight, and they only gave me a one-night hotel voucher. There was no inclement weather, and so there should have been absolutely no reason to delay a passenger for 2 entire days. However, your representative confirmed that there was an earlier flight leaving on 7/25. So US Airways failed to put me on the next available flight, and as stated in my previous email, US Airways website clearly states that US Airlines will re-book passengers on other airlines. This is completely contradictory to your email. I am not understanding why your company would post a policy stating that you will re-book passengers on other airlines and then, is completely contradictory when the situation arises. Here again is the information directly from US Airlines website:

For domestic flights:

If the passenger's arrival at their final destination is two hours or more past their original scheduled arrival, involuntary compensation is 200 percent of the sum of the values of the remaining flight coupons of the ticket to the next stopover but not to exceed $800. In the event of a flight cancellation, US Airways will do everything possible to re-accommodate customers on the next US Airways flight, providing space is available. Depending on the type of ticket purchased and the reason for the flight irregularity and availability, in most instances, US Airways will also re-book customers on other airlines. US Airways will communicate to customers via the public address system the reason for the cancellation and alternatives available.

I have highlighted and underlined it again, so that there cannot be any contradiction in your response. Clearly, US Airlines did not re-book me on the next available flight and they certainly did not re-book me on another airline as US Airways website indicates that it would. I am still looking for a full refund of my ticket with Southwest Airlines in the amount of $350. At this point, I am willing to write a full complaint on US Airways website or any other website that will include your responses to show how contradictory US Airways customer relations is compared to what is posted as company policy on US Airways website.

This is a total lack of respect for customer service. If this is how you continue to treat customers, then all potential customers have a right to know.

US Airways is one of the worst airlines I have ever flown. I will never fly US Airways again. The entire trip, from San Jose to Cabo had rude gate agents, flight attendants and anyone else associated with this airline. The flight attendant, Lucky, was so rude and insolent. He was an embarrassment. I have never experienced someone so rude. Never fly this airline.

US Airways has found a scam to charge more than advertised for in-lap infants. The bottom line is that when you select that you have an in-lap infant in an online ticket purchase, their online reservation system does not purchase the ticket (which should be at a rate of 10% of the current fare). I believe this charge is for international flights. You can actually verify this through their website as I have three times.

In any case, here is the US Airways scam. Thinking you booked the lap-infant, at check in, when your only other choice is to skip the flight or leave your child, they charge you 10% the much inflated current rate (of course not the rate your seat was charged at). This truly looks like a scam to charge families with infants 3 to 5 times the rate they claim to charge and I cannot get US Airways to fix the problem. US Airways official response is that this is the responsibility of the passenger to know the process and rules prior to travel.

The funny thing is that prior to the flight, we called US Airways twice asking because we did not see a ticket for our infant. Both times they said to get the ticket when we check in. This is really an unacceptable practice and that US Airways has not been willing to listen to my four complaints.

On August 25, 2011 I traveled to Montego Bay, Jamaica with your airline. Also traveling with me with an intended identical itinerary, was a close friend of mine, Michelle **. When Michelle initially tried to book her flight directly through U.S. Airways website, the site timed out three (3) times, but proceeded allowing her to checkout. Apparently one of the occasions where the session timed out populated a departure date from Montego Bay, Jamaica on September 29, 2011 instead of August 29, 2011. Unfortunately, this error was not caught at the time of booking online but noticed when we attempted to check-in at the airport.

On August 29, 2011 we tried to check-in in preparation of returning to our original destination, EWR. As I've referenced above with the problem, we waited in line to speak with an agent to address and attempt to correct the problem as this is clearly a technical glitch on behalf of your website and not by way of human error. The agent looked at Michelle's confirmation, stated that the September 29, 2011 date had been selected and slid the confirmation back across the counter and stared at us. They said there was nothing they could do. The customer service experience was not a pleasant once since it was accompanied by negative body language which included sidebar conversations amongst other agents, eye rolling and side glances.

The agents said that the only seat available on the plane was in First Class totaling a cost of $1500! I then asked them if there was any way that I could possibly upgrade my ticket to First Class since I was already a ticketed passenger and the airline then sell/transfer my coach/economy seat to Michelle. Apparently, US Airways do not fall within the realm of such customer service. In response, I was advised with a no that this could not be done. When I inquired as to why, I was told that the seats were blocked on their system, however they were not blocked for purchase.

It was 1:20 am when my husband and I just returned from our wedding and tried to check in online for our previously confirmed US Airways flight to Kona, Hawaii for our honeymoon. When we couldn't check in online, we called to confirm and were simply told our flight doesn't exist and no help was offered. We had to call a third party to figure out the airline screwed us and didn't tell us. We had to rebook new flights 7 hours before we were to be at the airport. US Airways almost ruined our honeymoon. Thank God we called and will never fly them again.

On August 12th, 2011 I purchased an airline ticket to Montego Bay, Jamaica for August 25th 29th, 2011 or so I thought. While I was purchasing my ticket the session time out on three occasions, re-routing to the step 1 all over again. I never changed the month. Each time I started over, the month said August. If you go to your website and select a month for departure, automatically that same month is pre-selected for the return date. With this being noted, I purchased my ticket. I place several calls to your Reservations department throughout this process. I called numerous times right after I purchased my ticket to discuss the baggage policies and to ask questions. However with each call I placed I stated first that I was traveling between the dates of August 25th and 29th, 2011.

On the morning of August 24th, 2011 I attempted to begin the online check-in process but was not able to. Each time I put all the information in, went on to continue but my screen cleared, and I had to start over. Finally I closed the page and tried again while I was calling U.S. Airways for assistance. I got a rep on the phone again with no success following her instructions which were no different than what I previously tried. After the third attempt with the rep on the phone it went to the next step of asking if I wanted to pay for a checked bag. I also had a problem there because I did not want to print my boarding pass and it only would let me select the option of pay for bag and print boarding pass. Needless to say I was quite frustrated but finally achieved my goal. I then spoke with my friend, whom I was traveling with, she stated that she had made several attempts to check-in online with no success. She gave up and decided to check-in at the airport.

On the morning of August 25th, 2011 we flew out of Newark Liberty International Airport (EWR). On August 29th, 2011 we reported to MBJ for our return flights back to the United States. I attempted several times to check-in at the self service kiosks but was unsuccessful. As we waited in line to speak with a US Airways rep I compared our confirmations line by line and then realized what the problem was, my return date stated September 29th, 2011. I am the single working mother of two small children and would never have intentionally purchased an airline ticket for August 25th-September 29th. We reached the counter to speak with a rep that wasn't very pleasant from the start and kind of gave us an empty smile with her half greeting. I gave her my confirmation form, explained my issue, and asked what we needed to do rectify my ticket.

She rolled her eyes and kind of huffed and sighed, then slid my confirmation back across the counter to us; stating that nothing would be done because those were the dates I selected. I was in total disbelief in her response let alone her behavior. After being stared at for a few moments I asked to speak with a supervisor, she motioned a gentlemen to come over Jelani **, he came over, looked at the confirmation and made the same statement that nothing could be done. He advised me that there was an available seat in First Class on the very flight that I thought I was on that I could purchase for $1500. I was distraught here I am asking for assistance with a ticket I purchased and there was an available seat that this man was trying to force me to purchase for $1500. My friend Michelle requested to upgrade her seat so that I could purchase her Coach/Economy seat. I have seen this done in an airport before. I was even more shocked when we were told no in this instance as well. Michelle asked why this was not possible and we were told that the seats were blocked in the system. However she would not be allowed to upgrade her seat but I could purchase the seat.

Here's how US Airways impacted our recent vacation to Europe to be with our daughter (who lives there and is sick).

I missed the first flight from ATL to PHL because the airplane door was closed 20 minutes early. I was delayed a day. The next day, I missed a connection in PHL to ZRH by 5 minutes because the plane from ATL to PHL was late. Because the "plane was late" (the flight to ZRH or US Airways Operations would not wait for us). We rerouted to FRA and then to ZRH but missed the connection to ZRH in FRA because the plane was late leaving PHL waiting for other passengers making connections (even though the plane to ZRH would not wait for us). We ended up in the wrong country/city in Europe and lost two days of our vacation. We missed our connection with our daughter in Europe, our bags went to ZRH and this ruined our vacation.

We paid $1950 for the tickets. We were offered two $125 vouchers. US Airways was extremely unresponsive and only responded when put under duress. They believe that everything is God's, Mechanical or the Customer's fault. Their employees lie/falsify records as easy as taking a breath. I am filing a claim in small claims court next week.

We booked our return flight from DFW to Las Vegas in December 2010. Upon arriving at the airport, and paying $75 in baggage fees, we received our boarding passes only to see that the seats that we were assigned upon purchase didn't actually reflect the seats that they gave us. Instead of us having side-by-side seats as indicated on our reservation, they split my husband and me across the aisle and put us both in center seats. We had a one-year old lap child that made this very frustrating.

In addition, the seats on the plane are almost incomprehensibly tiny because they take the first 8-10 seats of a normal 737-sized plane, and make them into first class. Then, they reduce the remaining seats into the cabin so that no person of average size could be comfortable. Their policy is also very lenient on the severely obese. The man who sat next to me was so large he hung into the aisle and requested a seat belt extender. He refused to exchange his seat for a window seat because he could not physically fit behind a normal airplane seat.

He took approximately 1/3 of my seat space and the arm rest could not even be lowered. How is this acceptable to US Airways? He was a safety risk (blocking the aisle) and he caused another paying passenger to have to be physically touched/squeezed into their seat because of his massive size. This is totally inexcusable and I will never fly this airline again.

I am a million mile flyer club member with US Airways. They are the primary carrier in my area. So, it is usually easiest to use them even though I have had many bad experiences. On August 22, 2011, I had booked a first class ticket to Salt Lake City, Utah. Thia is via Phoenix from Charlotte, NC. Even though I am a Chairman's preferred member with US Airways for over 11 years, I can never get upgraded so I just purchase the tickets as first class. The flight was cancelled from Charlotte to Phoenix. Even though I purchased a first class ticket they put me in coach to fly to Phoenix. They couldn't even assign a flight from Phoenix to Salt Lake City. While sitting in coach, I watched a flight attendant upgrade another flyer to first class when I also purchased a ticket for first class. When I got to Phoenix, I had to demand a seat on a Salt Lake City flight which was the dreaded middle seat. Basically, the standard response I kept getting from US Airways customer service and from the Chairman's hotline was to use another airline if I wanted service. So, I emailed customer service on the US Airways website and basically got the same response. I cancelled my return flight with US Airways to Charlotte and flew back on Delta. I have since booked on any airline other than US Airways. I fly every week and will go out of my way to use another airline since that is what they told me to do.

I had a terrible flight experience with US Airways. I requested a wheel chair on my one-way trip to Charlotte, NC and to Detroit, MI. Austin was very good in providing me the wheelchair service to Charlotte. However, when I arrived in Charlotte, my service concerning the wheelchair was horrible. I had to walk several times after being put off by someone driving the carts in the airport.

When I arrived at my gate, I told the lady driving the cart that I needed to go to the bathroom. She stated to me again that she could not help me to the bathroom or wait on me. I was so upset by this because I could hardly walk. When I made my way to my gate, I went up to the male attendant to say that I needed a wheelchair and he said, "Yeah, yeah." I went and sat down.

When they started boarding, he boarded all passengers first. I went up to the counter again and said, "Sir, I need assistance in getting on the plane." He acted so rudely to me in front of the passengers who were boarding the flight. He said to me, "I did not think that you needed assistance since I saw you walk all over the airport." I walked to the bathroom because I needed to. Anyway, that was none of his business.

The flight was full and I had to wait in line to get to my seat without assistance. This has never happened to me in all my years flying. I fly a lot during the year and you can bet that I will never fly with your airline again. This should have never happened and I feel as a professional educator that I should be compensated for my agony and embarrassment. I look forward to hearing from you.

I was on a US Airways flight flying back to Portland, Oregon back in February of 2011, after spending a vacation week in Tucson, Arizona. During the flight, an announcement was made that, if you open a US Airways MasterCard you would get a free round trip ticket, if you met all of their requirements. I did, and they issued a credit card. I did all that I needed to do on my end in order to receive my mileage. They did issue me my mileage, and I now have a round trip coach/economy ticket that I haven't been able to use.

The first time I tried using the Dividend Mile Program was back in May of 2011, and I could not use my miles because the dates I wanted to fly were all blacked out (in our words I could not use my dividend miles points), so I decided to purchase a ticket with another airline. Now, I'm trying to use my mileage points for a round-trip ticket from January 14- January 21, 2012! The round-trip ticket is from Portland, Oregon to Phoenix, Arizona. I can only fly first class flying to Phoenix because coach seats are blacked out, and I can only fly first class flying out of Portland, Oregon.

The representative told me that I would have to purchase additional 4000 miles at a cost of $118 in order for me to purchase my round-trip ticket. What I don't understand is why do I to pay more dollars out of my pocket to accommodate US Airways, when I've already met responsibilities on my end in getting their credit account? I'm giving them over four months in advance so that I can use my dividend mile program benefits!

One of the worst flights in years! The plane staff was nice but the planes themselves were small and old! After a two-hour layover in Philadelphia, the passengers were informed that there was at least an hour of delay but with no sign of cancellation. After another hour, we were not informed but were made to figure out that the flight was cancelled to Newark, NJ. The only option available to most, given by US Airways, was to wait somehow, until a next flight the following Tuesday. And it was Sunday!

We were forced, with many others, to wait 4 hours for our baggage to be returned, several of which happened to be damaged. Then we were caused to take several trains back to New Jersey, at our expense. To top things off, US Airways made it extremely difficult to just even request a refund.

Then after 3 weeks, they issued a $20 back, as refund for the last leg of a $1,000 round-trip flight! What an insult and disservice! An outrage. A disgrace!

On 12 August 2011, I asked Agent Y1 at Washington National (Ronald Reagan) Airport (DCA) to check my luggage from Boston (BOS) to Hyannis (HYA). Agent Y1 became belligerent and claimed USAIR "does not have an agreement with them" (meaning Cape Air). As a result, I missed the connection to Cape Air since I had to run to baggage claim to pick up the checked bag and return for the connecting flight, which had departed. The point here is that Agent Y1 lied with impunity.

In addition, I was flying on a First Class ticket to BOS from DCA. Agent Y1 did not put a "priority" flyer on the tag and there was no separate line for First Class passengers at DCA, although I had paid approximately $1,018.00 for the round trip ticket. Cape Air, by telephone and in person, at Barnstable Airport (HY) and US Airways personnel told me that Cape Air does in fact have an agreement with US Airways to the effect that the latter agrees to check a bag on to the destination covered by the former. This agent's belligerent behavior and misrepresentation of the facts are to be corrected either with remedial training or loss of her job. I am willing to pay an attorney to receive a written document describing the corrective action with respect to Agent Y1. I am not seeking any financial compensation, except legal fees perhaps that USAIR might pay if that is possible; otherwise, I'll pay the legal fee myself. I want that document and a letter of apology.

For that same flight on US Airways, I purchased a "Day Pass" for the US Airways "Club" at DCA. None of the agents at the gate at DCA could tell me where the US Airways "Club" was located. This is not the first time I have received poor service from US Airways at DCA, but poor service has now escalated to belligerent treatment and lying to the customer in order to get out of work.

In June of 2011, I flew from Fresno, CA to St. Louis, MO for my work. I had a connection flight in Phoenix, AZ. The flight was delayed.

Once I made it to St. Louis and I went to get my luggage, the handle on my suitcase was broken. I got to my hotel and opened my suitcase and I was surprised to discover that my whole suitcase was broken. There were bits and pieces all over inside my suitcase. I didn't have time to go and report the problem since I was in training.

On my way back home, the employees that help with the registration process were rude and not helpful at all. My flights were delayed in St. Louis and in Phoenix. As soon as I got back, I sent an email to US Airways, but was told that, "because we did not hear from you immediately, we assumed that your baggage was delivered as scheduled and in good condition."

Therefore, they couldn't do anything. I will never fly with this company again.

Due to hurricane Irene, we had to cancel our weekend getaway to New York. I was the only one who used US Airways. I called to see if I could change the flight and go to Chicago, as this is what our group decided. They told me that I would still be charged the change fee of $150.00 even though they were going to have to reschedule me on my Monday flight. If I were to stay until Tuesday, they would only charge me the fare difference. I explained that this was a birthday getaway just for the weekend and couldn't extend my vacation.

Now, my group used United Airlines and they were happy to change everyone to Chicago with no change fees. I will never fly US Airways ever again--and I fly a lot. The operator I spoke with could not have cared less. This is very disturbing to me as there are a lot of people out of work that would love to have this lady's job and probably treat someone with respect.

I was at the gate and was told that I needed to check my overnight bag in. I asked why because it was a carry-on along with my laptop. The gate agent said overheads are full, so I need to check it in. I told her that I have had bad experience in the past where airlines would lose my bag, so I would rather carry this on with me and put it under the seat. She said I have no choice.

Fast forward, I landed in Detroit from Boston and lo and behold, they don't have my bag. Keep in mind, I am on a business trip and I need clothes to see clients. I had a meeting 2 hours from when I landed. First, they told me to file a claim and they will get the bag for me. So I have to go shopping to pick up some clothes for the client meeting. I called to check in to see if they have my bag and now they can't find it. AND they said they will only reimburse me for the clothes purchased if they find my bag. If they LOSE my bag, they won't reimburse me and will only pay me the amount of the contents in the bag. ONLY with receipts. Wait, how does this make sense? If I bought my sunglasses, clothes and shoes about a year ago, how will I still have these receipts? So not only will US air lose my bag, but they won't pay for it either? How the heck do you guys stay in business?

I landed in Philadelphia from Hartford, CT and was about to connect to flight 1155 to go to Miami. Then I was told that the flight was cancelled due to maintenance problems and the next flight wouldn't be til the 10:00 the following day. I asked for another flight, a hotel room, a flight back home or food because I only had $20 to my name until I got to my destination but nothing was offered, they said everything was over booked. I now have to sleep in an airport without any toiletries. Their customer service policy states that if the cancellation is not weather related they will put me up in a hotel room but that was not the case. I asked to speak to a manager and he told me there was nothing he could do.

On Friday August 5th, 2011, we flew out of Kansas City at 7:30 AM, US FLIGHT 1967 into Charlotte. Once we got there, our next flight (US FLIGHT 1231) was to depart at 11:30 AM for Jamaica. This flight was delayed 3 times before we were able to board the plane at about 4:00 PM. When we did board, as soon as we sat down, the pilot came on the speaker and said the flight was canceled because his crew had too many hours and the FAA wouldn't let them fly us to Jamaica. He then said that there was no other flight crew available to fly us down there.

We were told to go back to the ticket counter and have our flight rescheduled. After waiting in line for several more hours, we were told that we had to fly to Philadelphia US FLIGHT 1586 and then fly out to Jamaica the next day. While waiting for this flight to Philadelphia, we were told it was also delayed. At about 12:30 AM, Saturday August 6th, we were boarded on the plane to go to Philadelphia only to have the plane pull out from the airport about ten feet and stop.

We were then told that the fuel pump on the plane was bad and we had to wait for the maintenance crew to fix the problem. By the time we got to Philadelphia, 3:30 AM, we had only a couple of hours before our next flight, US FLIGHT 857, was scheduled to fly us to Jamaica at 7:55 AM. Then this flight was delayed because we had to wait for a flight crew fly to be flown in from Washington DC to fly the plane. After losing a day and a half from our vacation, we landed in Jamaica totally exhausted and that pretty much ended that day. Therefore, we lost two days of our vacation. So instead of having 5 days in Jamaica, we had 3 days. Then on our return flight, US FLIGHT 1047 from Charlotte to Kansas City, our luggage was lost and we came home without anything.

I paid full return fare and my return trip was delayed for "mechanical" reasons for over 24 hours. My return travel time should have been just over four hours, but ended up being eight hours. The costs incurred to stay added to my expenses, and it was not considered at all by airline. Will never use them again as I am also concerned that the "mechanical" issues happened two days in a row. Should plans not be checked well in advance? They certainly can take the customer's money in advance!

I booked a flight for my daughter and I to San Jose California on August 5, 2011. My trip was to handle busines because my dad passed away in April. The trip to San Jose was fine. The trip back to Charlotte on flight US 016 was a night mare. We did not find out that our flight was delayed until 2pm until after getting through the checkpoint. Our flight was suppose to leave at 12 25p.

Then it was delayed again to 3 15p and then again at 3 41p, causing us to miss our flight in Phoenix. The only offer we could get was to take a red eye flight tonight in Phoenix at 11 39pm. This was a great inconvenience, especially after paying 1117.00 for airline tickets. I would like to be compensated in some way for having to pay for a shuttle to the airport only to spend countless hours in a place with very limited things to do.

Flight from San Fran to Los Vegas was delayed 7 hours with no notice. When we were informed that the flight was cancelled, we were not offered another alternative from Jean S. Jean S was the rudest, obnoxious and abrasive person I have come across in my time in the US. Not only did she not help us with a problem generated by her company, she proceeded to ignore us and help other individuals. I will never fly US Airways again, purely because of the customer service I have received.

A nine year old boy was verbally abused by a US Airways' male flight attendant.

It was flight #1921 that departed Charlotte, NC to Jacksonville, Florida on Friday, August 5, 2011 at 9:45PM. Upon exiting the airplane, the mother questioned the flight attendant's outburst. She, too, was verbally abused and yelled at to get off of the airplane.

We were fortunate to be on this flight after long delays and cancellations, but what's unfortunate is that the flight attendant took out his frustrations from his day on my nine year old son.

I am disabled and I take medication for my disability. I was booked on a flight from London Gatwick Airport, England, UK going to Phoenix, Arizona, USA. I had to change at Charlotte, North Carolina, USA. I had pre-booked disabled help from London Gatwick Airport, all the way through to my final destination, Sky Harbour Phoenix International, Arizona, USA.

I got into an assisted wheelchair at London Gatwick International Airport, however I was dumped in these seats in the departure lounge where I could not get to the toilet or even get a drink. I was given this bleeper and told to put it round my neck. Nothing like showing the world who is disabled. Anyway, I nearly missed my flight; this was because I could not move from where I was dumped without a wheelchair. If it was not for a member of the public, I would have been still sitting there after my plane had taken off. Anyway, as stated, a member of the public went and found someone working for US Airways. Then after about 10 minutes, a member of staff for US Airways came along with an electric cart. She just told me to climb on board, completely ignoring my disability. She asked me why did I not go and ask a member of US Airways in getting me to the departure gate. I told the lady that I have severe problems with my mobility. She then just dumped me at the departure gate. She claimed that she would be back with a wheelchair, however she did not!

I was then told that I needed to get on the plane. I told the US Airways staff that I have mobility problems. I was then told that if I did not get on now, the flight would leave without me. I had to go through the pain barrier and stop every 2-3 meters; I was getting some really nasty looks from the staff. I thought to myself, would they be like this if they or a member of their family were disabled? I thought that this would be a one off event. Well can you believe that this also happened at Charlotte Airport and at Sky Harbour, AZ? Can you believe it that this happened on my return to the UK? This time, I flew from Sky Harbour Phoenix, Philadelphia Airport and at London Heathrow Airport. Now you may think that was bad enough service, however things get worse. I was treated like a third class citizen. Correction, the staff made me feel like disabled persons should not fly or indeed, disabled persons should not be seen at all!

While I was traveling from London Gatwick to Charlotte, NC, USA, I had to take on board my medication. Now on the whole, the medication I was taking with me was medication you could probably get over the counter. However, I take a drug that is in the same class as Heroin and Cocaine. The medication was Morphine. Now the only persons who can carry these or deal in these are fully qualified Doctors, Head Licensed Pharmacists and obviously the patient. When I got on the plane I was given a bulk head seat as this gives you more legroom. Now I had on me my personal bag which included my medication. This is when things started to go wrong. One of the cabin crew came to me and said that I had to put my bag with my medication in it above in one of the overhead lockers. I said to the person that I had a letter from a Doctor stating that I had to retain the bag with me due to the contents. Anyway at that point, other people were now boarding the plane. Numerous people over heard the conversation between the cabin crew member and myself. All these people heard that I had Morphine tablets in my personal bag. Well moving on, the cabin crew took away my personal bag with all my medication against my wishes. Now you would think that they would put the bag where I could keep an eye on it but that was not the case. The cabin crew must have thought it was funny that they put my personal bag half way down the plane. I could not see my bag at all. Now this is the only time that the bag was out of my sight.

When I eventually arrived at my final destination, I noticed that the bag with my medication had been turned over. Now at that point, I thought that things may have moved due to traveling. I was not thinking any more about it until I came to opening a new box of my Morphine medication. That was just about three weeks later. I looked through my bag thoroughly, however, over three weeks supply of my Morphine medication had disappeared. My other medication was all there, it is just that there were no Morphine tablets. Now, the only time that the bag was not with me or out of my sight was on the flight with US Airways travelling from London Gatwick, UK to Charlotte, North Carolina, USA. Because I require this medication and the fact that I could not get any more from either the UK or the USA, the only thing I could do was to cut short my six week stay. I take the Morphine to ease the pain I get from having Degeneration of my L3, L4, L5 of my Vertebrae. Without my medication the pain becomes unbearable, however, the medication is not classed as life saving medication!

Now, I have had to pay for extra travel costs getting to and back to the airports. I had to pay for the change of flight time. In total I have lost around 300 ($450.00) in hotel charges etc. I have also had to pay 225+ ($300-$350) for the change of flight to get back to the UK. The reservation staff told me that I would get back the cost of the flight and other money I had lost when I put in a compensation claim. Well, I have sent two emails to the customer services team in which I received no response. I then found the Chief Executives contact information. I sent the full complaint with all the information to the Chief Executive's Office. I was then contacted at 11:30PM, a time that I am normally asleep. I was again contacted by a representative of US Airways. I tried to discuss with her what had happened. She said to me that US Airways staff was allowed to carry any medication. I enquired and said that according to UK and USA law, you need to be qualified to carry certain medication. This includes the likes of Heroin, Cocaine and Morphine. The lady I spoke to said that all US Airways cabin crew were qualified to carry such substances. I asked for her to send to me the qualifications that the staff had passed. She then said that it was US Airlines policy to be able to carry any medication or even class 1 Narcotics. I again asked for this to be sent to me. I also asked for this qualification that all cabin crew had to pass. Again she said that she was not allowed to send me anything, not even their own policies in regard to staff carrying such drugs as Heroin, Cocaine or in my case Morphine. Then she began to become very rude and obnoxious with me on the phone. I asked to speak to her manager but I was told that I was not allowed to speak with one. I asked to speak to another person as I wanted to escalate the complaint. I was told that US Airways do not escalate complaints. I then told her that I would be sending another email to the Chief Executive, she replied to this by saying "It's ok, if you make a further complaint, I would deal with that anyway." So apparently even if you make a complaint against the person you are talking to, that complaint would be dealt with by them anyway. So much for having good customer service.

Anyway, I still sent another email to the Chief Executive. I was then sent an email from US Airways, this time offering $100.00 dollars. Now this was in a way of a voucher. This meant that you had to buy a full price ticket to get $100.00 dollars discount. Now this only works out to be around 60.00. I think that this is a joke a complete and utter derisory offer. For the money I have lost and the extra charges I have been charged, I think it is a disgrace. To add to this all the stress and anxiety that this has caused, I feel fully aggrieved!

Now I was just about to send back an email when I received another call from US Airways. This time, we went through what had fully happened. Then they tried to say that they had lost all my previous emails. Then after me saying that I can re-send all of them, my emails re-appeared. Now for some reason, they could not find any fault with their service. Then I said that the disappearance of over three weeks of Morphine with a street value in the USA of around $3000 was according to them no big deal. I am sure the Federal Government in the USA would not take this stance.

I find that US Airways had changed their tack. They asked me to go to the tools management of US Airways baggage and luggage liabilities. They now claim that even though my medication was stolen while on board a US Airways flight, they were not liable. I asked them why, they said if you look at the exemptions, there is a part that US Airways will not pay for lost or stolen life saving medication. I told them that my medication was not taken for a life saving condition. The US Airways representative then tried to claim that all medication was regarded as life saving. So, if we take a headache tablet, that apparently is classed as life saving medication. I am sure that a court of law either in the USA or in the UK would disagree with US Airways definition of the words life saving medication. I use Morphine as a medication to ease the severe pains I have due to my disability.

All I want is to be treated fairly and to be reimbursed for the loss of three weeks of my vacation, the extra charges I incurred for changing my tickets and my additional travel costs. Also to be given as a gesture of goodwill some form of compensation for all the stress and anxiety that I have had. I believe that I have a case against US Airways as they have not followed the regulations set down in the Montreal Convention.

I think, or correction, US Airways thinks that they can do whatever they want. They seem to be able to make up rules and regulations as they go along. They are the only people or indeed organization that thinks that all medication is used for as life saving medication. I have five hospital consultants and I see my own doctors and all would state that Morphine is not used as a life saving medication. Morphine is used as powerful pain reliever. I really need someone who will look into the problems that I have had with US Airways. They seem to think that because they are a very big organization, they can just walk all over customers. I just want to get this situation sorted in an amicable way. I had to pay the change of flight charges, all other travel and all out of pocket expenses with my Visa card. I am now getting charged interest on what I had to spend to get me back to the UK. I am not supposed to get stressed out as I do suffer from Tachycardia. Unfortunately, all I have had is the stress and anxiety with this situation.

Just to keep you updated, I have received another email from US Airways, now claiming that I have not complained before and that I had not told them about the stolen medication. I think that they are going to do everything they can to stop me from making a claim against them. I also think that when a company or an organization calls their customers liars and then start to lose the customers paperwork, they stop being professional and that they manipulate the situation so that you become disheartened with carrying on your complaint. I may be disabled but I am very much focused and I know that eventually the truth will prevail. I do think it's amazing why companies go out of their way to stop customers from getting what they deserve. Unfortunately, this is the case with my complaint. The company also thinks that there are no regulators, so they seem to think that they are invincible and when it comes to rules and regulations, untouchable.

This is why I am now coming to yourselves and hopefully US Airways will listen to you more than they ever did for me. All I wanted was to be treated with respect and that the company looked after disabled customers. That I and my personal bag containing my medication were safe and secure and to have a hassle free vacation.

All of the above could have been done. However, US Airways failed on everyone.

I am so disappointed and so outraged.

I have had a previous nasty encounter dealing with US Airways but that was with a nasty flight attendant while traveling to Jamaica. I wasn't even contacted with a formal apology but just given the most insulting apology, which was a $100 gift certificate for my next trip. Now on this occasion I havent taken leave in over 3 years and seen my family in over 4.

I am currently on RR from deployment and now wil have to spend the an unknown number of days at the USO because no one is customer service cared that I was at the airport checked in but arrived at the gate at 0815 when the flight was suppose to depart at 0824, instead of any consoling words this experience started out with the staff making jokes saying, "well we dont like leaving anyone and 120 something people made it just not you." Real professional and not to mention the fact I have a limited time for my vacation they were not willing to help me more than send me to Charlotte to sit and wait for who knows when to leave. Well I know on some part this is my fault but the cold hearted non-nonchalant service which was given in this situation, with non stop regulations being stated instead of at least giving a re-assuring word just made me upset.

I'm absolutely ticked off with the atrocious service that US Airways provides to its customers. Aside from the flight being uncomfortable and the plane looking dirty, they damaged my bag! I was forced to check my small rolling carry-on bag because they said there wasn't enough overhead room left. I was not happy because I had souvenirs in my bag and purposely brought a carry-on so I could bring it on board with me and make sure it was safe. After my bag was taken away from me (along with other peoples' behind me), I got to my seat and noticed there was still plenty of overhead luggage space and I was lied to. When I finally landed back in NYC and retrieved my checked bag, the zipper was completely damaged as well as 1 wooden souvenir I had stored in my bag. I'm so displeased with how US Airways takes 'care' of their customers' belongings.

This regarding my recent travels on your airline, July 20 and July 24/25.

I was scheduled to depart Dallas/Ft Worth at 5:15 a.m. on July 20 with a connection in Charlotte, NC and final destination of Montego Bay, Jamaica. I checked my bag online and printed my boarding pass the day before (24 hours). When I arrived at the airport that morning, I still had to stand in line to check my bag again, which caused me to miss the 45-minute bag drop policy that you supposedly have. I was told that my bag had to be physically tagged 45 minutes before my flight or I would not be able to fly and that I had to fly with my luggage. I have never heard of such a rule and didn't see it on your website, I figured since I had already checked in online 24 hours prior, I would just need to drop my bag. I asked the attendant how late was I in getting my bag physically tagged and she told me I missed the 45-minute cut off by four minutes, and that it took 45 minutes for my bag to go from the counter to the plane.

I couldn't understand any of this at all especially since there were passengers standing at unattended kiosk waiting for their luggage tags as well. What is the point of self check-in if someone still has to tag my bag but the kiosk is unattended?

So, standing in line for a second time made me miss that flight. I was put on the 6:55 a.m. to Charlotte, NC with stand-by on the 11:30 a.m. to Jamaica, which was the last flight from Charlotte for the day. Luckily, I was able to get on it. If I hadn't gotten on, I would have been stuck in Charlotte for another day and been a day late to Jamaica. Where is the logic in that? Well, I figured it was all over and I could enjoy my trip until the chaos I experienced on the way back.

Leaving Montego Bay, I couldn't find my flight reservation at the kiosk. I had to wait in line an hour to see an agent. When I got to the agent, I discovered that my reservation showed my trip to and from Jamaica for the same day. I feel confident that I didn't book it like that and maybe there was a glitch in the system. I had to purchase a one-way ticket back to Dallas with a connection in Charlotte. I could not get on the last two flights out of Charlotte because they had been overbooked so I couldn't even fly standby. Overbooked? Still doesn't make any sense.

This resulted in my having to stay overnight and leave at 7:45 a.m. on July 25. When I got to the Charlotte airport the next morning, I was observing the same thing--unattended kiosk and people waiting to get their luggage tagged. I am wondering are they missing the 45-minute baggage drop, too? I decide to stand in the Resolution Line hoping to get on an earlier flight only to have the unfortunate encounter with the worse airline agent ever.

I believe her name is Jennifer **. She is African American, very short hair that is reddish in color, and she wears glasses. Her attitude and behavior was inexcusable. She was rude, short-tempered, unaccommodating. You name it, she was it. When it was my turn to approach the counter, she switched her attention to another line saying she couldn't keep track of who was on queue. The issue with that was the people she decided to assist weren't in the Resolution Line with the rest of us; they were off to the side. She also came from behind the counter and turned off some of the kiosk without announcing to those others standing in line what she was doing and why she was doing it. They were just left standing there. One poor lady had been trying to get to Cambodia since Saturday. I must say out of all airlines, there is a very strong possibility that I will not be flying US Airways in the future.

I am a Senior in High School and I was on a Rotarian community service project in Kenya with a small group of high schoolers. On our way there, we experienced some problems in Philadelphia, which put us behind a couple of hours. Upon arriving in Brussels, we were informed that U.S. Airways sold some 33 tickets, ours included, thinking that we wouldn't make the next flight when we easily could have. So now, we were stuck in Brussels looking for a different flight.

The attendant at the U.S. Airways counter, who wasn't exactly friendly or helpful, searched for new flights, which was a six-hour process. It ended up that the only way to get another flight was for some of us to go London for a two-day lay-over while I would spend two nights in the Brussels airport, then have another lay-over in Zurich. First, we were traveling as a group, and this completely split us up. Also, this would cut into our trip which was only 17 days long to begin with. We then tried to search for any flight where we could stay together, but the only U.S. Airways attendant decided to go home, with the new tickets already printed.

Fortunately, after another 3 hours, I worked it out with another airline and got on the same London flight as my group at the price of over $200. In London, we had to dish out money we had saved for Kenya, and use it for hotels, taxis, etc. I am really hoping that travel insurance will help with that. We eventually made it to Kenya, thanks to other helpful airlines. To top it all off, on the return home, me and another student had to spend an hour and a half in line trying to fix a ticket issue U.S. Airways had caused. The attendant had booked one of the students twice and cancelled my flight for some reason, which was eventually fixed.

Even though I had an overall great trip in Kenya, I promised myself that I will never fly U.S. Airways again, nor will I recommend it to anyone. I'm sure these issues happen often on other airlines, but I guarantee that they are more helpful and are generally faster at fixing their mistakes. I'm sorry I wasted my money and that our trip was shortened by three and a half days, but at least now I know which airline to avoid.

My wife and I arrived from Cancun on US Airways to Philadelphia, and then we were to transfer to a Nashville flight. The lines at US customs were very long and slow; therefore, we missed our flight. I explained this to a very rude woman at the customer service desk. She stated that was not her problem, and she handed me two tickets to a later flight at 6:55. She stated that, "There are only six on that plane so far, so don't expect to get home today."

We waited until 6:10 before we found out it had been cancelled. I ask there so called customer service what flight we can get now, and she stated, "Nothing is available; you're stuck here, and deal with it." I asked if she had a list of hotels we could call, and she ask if she looked like a hotel clerk. I then asked for a supervisor and she said, "Fine, you can argue with them." The supervisor said she would send us to Charlotte; and we have to stand-by, and told us to have a good trip.

US Airways is horrible; they are stranding people to save money on under-booked flights, and then they think it's your problem. I have posted this on our state association of furniture travelers and buying group. I want the thousands of frequent travelers in my industry to beware of US Airways.

I am extremely frustrated with your service, and here's why. I left my iPad in the front pocket of my seat (18E) on my flight yesterday going from LAS to DFW (11:55 am flight). I realized it as soon as I got off the plane, was told I was not allowed to get back on the plane to retrieve it, and that the cleaning crew would get it before the next plane boarded.

Here's what happened: no one at DFW could help me, I left two voicemails on the Las Vegas US Airways voicemail (I have an app that I could track my iPad. It was on the plane GOING BACK TO LAS VEGAS when I was desperately trying to reach someone.) I knew where my iPad was, I could see it going back to Vegas, yet I couldn't get ahold of a SINGLE PERSON to get it or at least hold it until I could get it back.

My iPad is password protected. It was in a gray case, with a pink top. I have sent it messages so when someone sees it, it has my name and phone number to contact me.

I wasn't allowed back on the plane to get my iPad and now I can't get ahold of a SINGLE SOUL who can tell me what to do. If I was allowed to go back and retrieve it, I would have.

I was flying US Airways for a work trip (conference) and I usually fly American. I'm a Texas girl and had a loyalty to AA since they are in Fort Worth but someone I trust flew with you to Vegas recently and said y'all were great, on time, friendly. So far, I haven't seen any of that. And yes, I can still track my iPad.

I need some sort of call, response, help. Your policies stopped me from getting my iPad back right after I exited the plane, when it was still on the tarmac. Now I can't get anyone to call me back. If I can't get a call back, I will let my friends on Twitter, Facebook, my company, and my entire network know how little US Airways cares about their customers once they are off the plane and not spending any money.

HELP.

I purchased a ticket for 1st class, non-refundable from Boston to Santa Anna, California. When I received confirmation, my ticket was coach to Phoenix and 1st class to Santa Anna. Please remember, when I was online to buy the ticket, it stated that all coach refundable and non-refundable were sold out. I spent 3 hours on the phone with 4 different people and technical support who also agreed I should receive a 1st class seat. Upon speaking with a supervisor, Sara, I was informed that whoever updated the website made a mistake and I need to pay more money for my 1st class seat from Boston to Phoenix. Who can you trust any more with what you buy on line.It is just a total loss of all the time and effort I made to get what I paid for.

I decided to use Tweed because it was in my neighborhood. So when I purchased my ticket. I wasn't told by customer service or on the web to arrive 45 minutes earlier before departure. I arrived at 9:20am at the counter there were no one there. I handed the paper showing that I paid for the ticket. The person who receives the boarding pass stated "that I need a board pass". There were no one at the counter.

I ring the bell for 20 minutes a young man came out of a back door to assist me and I ask for boarding pass to get on the plane, he went and got the supervisor Ms. Diane **. She yelled and said you are late and when back into the office and continued boarding the passengers on the plane while my family watch my plane go up in the air and I stand in the terminal. The plane didn't leave until 9:40am I became very upset. I look on the board and so that it was a flight going out to Philadelphia at 3:18pm. Customer service didn't even offer me to catch that flight. I was told there was no flight.

I went home and looked on the web and there as was a booking for flight leave out of Tweed at 3:18pm. I contact US Airways customer service, the young women over the phone told me Tweed airlines mark me as a no show in, I would have to pay $150 plus 25.00. I wasn't happy at all. I told them I was standing in the terminal. I called customer service again because the importance of getting to my destination today. They provided me a credit with the additional $175 in order to get on another flight in which I don't think I should be held accountable for the poor service Tweed Airlines provided for me. I hope Airsafe.com can help me. US Airways requesting to pay $175 and it cause me emotional distress. The ability to travel that one day June 25, 2011.

This is regarding the horrible experience flying with U.S. Airways. On May 19, 2011 I sat on the plane for over thirty minutes and was told to get off because of mechanic problems. On May 23, 2011, I was on the airplane for over three hours. Then my connecting flight (967)(455) out of San Francisco was supposed to be at 12:30 a.m. but arrived around 1:45 a.m. I missed my flight and could not get a flight out until 6:00 a.m.

I asked Nasrin (US Airway employee) for help and I was told that she could not help me because she had to deploy the airplane. A Caucasian female traveling with her son walked up and asked for help. Nasrin got her information to help her. I watched her get the information and then she decided to get my information. Another Caucasian male walked up for help and I realized that Nasrin had already helped him because she had his paperwork. He was waiting for her and she did not want me to know she was helping him. I asked for her supervisor, Joy from Customer Service. Joy was also unconcerned with getting help for me but in a rush to help others.

I should at least have been able to stay in the secure part of the airport. I had no place to stay and no food to eat. Even the other male customer was concerned with his safety of staying in the unsecured part of the airport and no help from US Airways. Safety was not an issue or concern at US Airways. I will be putting this on Facebook to let other customers be aware that safety is not an issue at US Airways. After getting my boarding pass, I was told to go to international part which I was not aware of that it would not open until 5:30 a.m.

I saw the same customer and her son walking out of the secure area and she asked me why I was waiting in that area- she was told to go through on the other side that was already open hours ago. She told me I was getting the runaround all the way. I was discriminated against in every aspect and this is 2011 and your employees should not be discriminating against African Americans and disabled customer. My appointments were missed due to late arrival from US Airways. I missed my flight and was treated unfairly due to my skin color. I should have been given the same information as Caucasians.

The afternoon of June 20, 2011, I attempted to book travel through the US Airways website, USAIR.com. I found flights between Bozeman (BZN) and Chicago (ORD), round trip through Denver on Nov. 22, returning Nov. 27 for $418.88 + 73.92 (taxes and fees) = $488.80. I proceeded through the online booking process including entering credit card information and agreeing to comply with the terms and conditions applying to the ticket. When I clicked the "Pay now" button, I received an error message to call 800-327-7810, occurred 6/20/2011 1:51:37 PM.

I called the 800 number and spoke with someone in another country. He said that he could book the travel for some amount over $700. I asked to speak to someone who could book the travel for the quoted $488.80. After some hedging, he transferred me to a native English speaking person. I explained the problem to her and asked that my reservation be completed at the quoted rate. She said that if I changed the time of the return flight, I could get the $488.80 fare. I said "fine." A minute later, she was sorry but the fare would actually be over $600. I pressed for the quoted fare but received no satisfaction. I told her that I felt that this was a case of bait and switch. I sent a complaint to USAirways through their online process. The complaint was treated as an opinion and there was no offer of restitution.

This was a round trip ticket with change of planes in Charlotte, N.C. On the outbound, two planes had mechanical problems, while on the return, I got an email that the flight will be delayed by 2 1/2 hours. When I arrived at the airport, I was advised that my seat was canceled on the delayed flight. I was given the next available flight but that was delayed too. And then, when we got into Charlotte, one of two passengers traveling together was on a flight that left in 1 1/2 hours and the second was on a flight scheduled to leave in 3 1/5 hours.

I called the reservations person and was told to save the car rental receipt to finish the trip and contact the consumer care department of US Airways, but there isn't one. I can only send an email over the Internet and they will allegedly get back with you in 4-6 business days. I called the HQ in Tempe and the rude receptionist refused to give out information, saying that they did not have a phone number for customer care and just kept trying to give me the Web site. I called back and asked for the legal department and got a voice recorder for a "Cathy." My question is, is this a sham corporation or a real airlines?

I've never been so upset with a flight. I'm not one to complain about cancellations and delays, these things happen. I'm not very sensitive to busy flight attendants either, they're people dealing with their own issues every day, too. However, this was unbelievable. Below is the letter I sent to US Airways after getting home from the airport still so furious that I was fighting back tears. I wrote the following to US Airways and was going to leave it at that until I saw the video taken by a passenger of another passenger being deplaned over saggy pants, at which point I decided to Google it. I wanted to see how rampant customer service complaints are with this company. What I'm finding is shocking.

I did not stop to obtain the name of the person at subject of this communication, so I apologize in advance for my inability to provide the full details of the issue. I'm sure this is not the first complaint about this employee; however, I have no doubt that you will in short order identify her. I have never been so aghast or repulsed by a flight attendant's performance and do fully expect that this complaint will be taken seriously. The flight attendant was working flight 1480 from Charlotte to Detroit that was scheduled to depart at 4:27 PM and is thin with short blonde hair, approximately 45-50 years old.

I was seated in 11C, just behind the emergency exit rows as the safety speeches were underway. The flight attendant going through the explanation of the duties required for seating in these rows was standing in the aisle two rows in front of me, asking all to affirm that they understood and agreed, asking that they respond with the statement "I understand". The gentleman in 10D said "yes" rather than the required statement and the flight attendant's behavior became shockingly demeaning. She told him that she needed him to say that he understood and he responded that he understood, at which point she leaned down in front of him as one does with a naughty toddler and said to him loudly, "Then what did I just say?" Looking at her in disbelief as she launched into a loud and indiscreet lecture over the necessities of his seating, the gentleman was quite visibly embarrassed. She then asked if he would like to be moved to another seat, to which he responded no, that he liked the leg room (in what appeared to be an attempt to diffuse the situation with humor) and she responded with more public lecture.

She then came down the aisle to me and said "Push your bag completely under the seat in front of you". I pushed the bag the required inches from its original location and quipped to the man seated next to me (who had been equally appalled at her behavior) that three inches will make all the difference and reopened my book. The flight attendant bent down, placing her head between my face and the seat in front of me and said "What did you just say to me?" Shocked at her confrontational behavior and invasion of my personal space, I repeated what I'd said to the man next to me. At this she began a lecture about the space and an accident, to which I said "Yes, yes, I understand".

I was trying avoid the same extended public shaming delivered to the man in front of me. She then stood up and pressed the call button, interrupting the other flight attendant in his safety speech, making her threat to remove me from the plane very clear. In my utter horror and surprise, I said "really"? The idea that I was about to be removed from the plane and probably arrested for making a joke about the effectiveness of three inches in saving my life during a plane wreck left me astounded. Was this really happening? She looked back down at me and said, again loudly and as if I was a school child being reprimanded on a playground by a nun, "Are we going to have a problem?" I responded that I just wanted to read my book. I know by this point my face was burning red with mortification and my only goal was to end the harassment. The people seated around me, to my left, behind and across the aisle, all expressed the same incredulity as soon as she was safely out of ear shot. No one wanted to place themselves in her sight.

I fly on a regular basis and I have never been chastised or threatened with removal from a plane. More, I am a paying customer who did not deserve the treatment I received on your flight. If any of my employees ever treated a customer in such a way, he or she would be terminated with prejudice on the spot. I am still quite beside myself and frankly furious. I tell you now that if I ever see that woman working a flight on which I am scheduled to fly again, I will immediately disembark and find another carrier, knowing that US Airways allows their employees to indulge in pointless power trips, to disrespect and publicly demean its customers. Today was completely uncalled for, utterly unacceptable and I would rather pay much higher prices at Delta than ever subject myself to that again.

I would recommend that you reach out to the man seated in 10D and apologize. He was also humiliated and did not even crack a joke to bring this degradation down on himself. I am quite sure that he also is furious.

This is the second request I am sending regarding this flight. My husband was booked with US Airways to fly from Ontario, CA on Friday 5-29-2011, conf. # FLMKFO. The following is an account of what happened with the flights and why we need to be refunded a portion of the cost.

The flight was to depart from Ontario at 6:30 a.m. on 5-29 with connections to Phoenix and Chicago (ORD), however, when he and his mother arrived, they were told there would be a 3 hour delay as the crew needed to take a mandatory rest period.

The agent rebooked their flights, however, made the mistake of separating them onto different flights, something they didn't discover until I was talking with him about other flight options. Besides that, the agent rebooked my husband to fly into Grand Rapids, MI, which he didn't realize until I began to look online for other flights that would put them into SBN at a reasonable time.

I contacted US Airways to see what other flights (US Airways or other airlines) and was told there were none available until the next day. I then searched for flights online myself and immediately found a flight through United (though it was listed as through US Airways) that was a much earlier flight and would get them into SBN close to the original time.

I contacted US Airways to verify there was room for at least 2 on the flights (each connecting one) and was told there was, that my husband just needed to call the airlines and it would be rebooked for him. Since he was at the US Airways main counter in ONT (because of his and his mother's flights having been separated), he asked for the agent to book them on the flights I had just verified. There was plenty of time, almost 45 min. before departure, but the agent refused to rebook because they 'needed' to be there at least 45 min. before the flight and it was in the United terminal in the other building. This is ridiculous. The airport is small, it was early in the morning and there is no reason she could not have contacted the gate to notify them of the passengers and have a shuttle take them (they had no bags checked). She simply refused.

They were finally rebooked so that they would be leaving Chicago on flight 7240 at 10:37 p.m. and arriving in SBN at 12:15 a.m. the next day, instead of the original flt. 7236 arriving at 5:01 p.m. in SBN on the 29th. Then on top of having their flight booked for so late, it ended up being canceled from Chicago to SBN for no reason. We were very close to the SBN area and then ended up driving into Chicago anyway because of their late arrival time and there was no weather to speak of.

If nothing else, I am asking that their last leg that was canceled would be refunded. My daughter and I had a flight booked for the prior Friday from Chicago to SBN and it was canceled as well for no reason. We are receiving a refund from US Airways. We expect the same on these tickets. This is totally unacceptable for US Airways to operate like this--in speaking with a number of people who have flown that same leg, apparently the airlines frequently cancels flights from Chicago to SBN for no reason. It seems the airline figures it will make money in the long run because the few refunds you would need to give from those who ask is outweighed by the money you make from those who don't know they should ask for a refund.

The last portion of the trip needs to be refunded, and if the airlines is one interested in caring for customers, there ought to be compensation for the repeated incompetence my husband and mother-in-law experienced with the rebooking and refusal to book the other flights, the errors made and the failure to book onto earlier available flights to begin with.

I had a flight going to PHX and coming back to Kansas City. There were engine problems with the planes. On the flight out there was a five-hour delay since they had to send off for a part. Not much to say about this except that I do not understand why they could not use another plane. Should they always have one on stand by? In the second instance, they took us out the final taxi position and then told us that a bearing in the engine had gone bad. They returned us to the gate and after 30 minutes, after the mechanic looks things over in the cockpit, they told us we would have to get off the plane and wait for further instructions. After about one hour they decided that they would use an inbound flight to take us to KCI.

That plane was prepared and we boarded. However, after what I think was a flight attendant complaint, we were told that a fresh flight attendant crew would have to be retrieved. So we had to wait one hour so the new crew could get here at the PHX airport. So we sat in the plane. It did look like the Captain was pissed but he did look like there was nothing he could do about it. After the crew arrived, we took off three and half hours later. The engine trouble I get; the flight crew balcony is unacceptable. If I did that in my job, I would be fired.

My name is Yasmin and I wanted to share my experience flying with US Airways, which has a hub here in Charlotte with the local community. The story begins when my mother Geraldine, who lives in Arizona, passed away on May 2, 2011 from ovarian cancer. My family planned the memorial service for her on the 14th. So I purchased my airline ticket through Orbitz on US Airways for Friday, May 13, flying direct from Charlotte through Phoenix to Tucson, AZ.

I have a friend named Sheralee and her son named Derrick, who have no other family and have considered my mother their mother/grandmother figure for about 15 years, that live in Phoenix. She does not have a car, so she didn't have a way to get down to Tucson for my mother's memorial service. So I thought about it and since my flight went through Phoenix, I figured I could just not catch my flight from Phoenix to Tucson and rent a car from Phoenix instead. That way I could pick her and her son up to go to the memorial service in Tucson. That worked on the way there, but on the way back is where the emotional hell began.

On the morning of Monday, May 16, I called US Airways to see if I needed to do anything special since I would not be on my flight from Tucson to Phoenix, instead, just catching my flight from Phoenix to Charlotte, since I was returning the rent-a-car in Phoenix. When I called, the operator told me that my flight would be canceled if I didn't catch the Tucson to Phoenix flight and I could maybe call Orbitz. I was getting really stressed out because this would mean I didn't have a flight home! So I called Orbitz and spoke with a lady named Sarah. She was nice enough to listen to me and try to call US Airways on my behalf.

Ultimately, US Airways, was not willing to work with her, but told her I could reissue my ticket for a $150 change fee and the $1300 on the fare. On a round trip ticket that I had already paid $400-plus for. So at this point I'm hysterical. It's beginning to sink in that I may be stuck in Phoenix. I had about $350 between my credit cards and cash, but certainly not $1300. And the one person I could always call in emergencies, my mother, was dead!

At this point, the thought of being stuck in Phoenix (at the airport with no car and one car-less friend) was making me cry so hard I couldn't even breathe! I had no other choice but to keep trying. No one at US Airways was willing to help me. I pleaded with them through the tears, wasn't there anything they could do to just allow me to catch the portion of my flight that I paid for, from Phoenix to Charlotte. I wasn't asking for an upgrade, I wasn't asking for a different flight, I didn't want anything more than to get on the Phoenix to Charlotte flight that I was already booked to be on. Again, no one would help me. They just kept saying there's no way to make it happen.

My question/concern, is that computers are running huge corporations, that have used public tax money to bail themselves out of their mistakes, for many, many years. Why was there not a person that could judge my story with compassion? No one at US Airways cared. No one gave a damn that I was stranded in Phoenix with only $350 to my name and no car, even though I did have a flight from Phoenix to Charlotte. No one to say that hey, while I did make some mistakes, US Airways was not so heartless as to stress out someone who had just lost their mother. What if this was your sister, your mother, your daughter, caught in a bad situation, just wanted to catch a leg of a flight they had already paid for? What if this was you? If US Airways would treat me this way, they will treat all of their customers this way, even though they've used public money for years to correct their mistakes.

I finally calmed down, accepted the reality and started looking online. Delta had a one-way ticket out of Charlotte that I could afford, which I bought (from Phoenix to Charlotte, with a layover in Atlanta). When I printed my Delta boarding passes, the computer told me that my flight from Phoenix to Atlanta would be delayed, getting me to Atlanta only 5 minutes before my connection flight to Charlotte left, which would force me to spend the night at the airport to catch another connecting flight.

Realizing this, I spoke with a nice gentleman at one of the counters and explained the situation to him. Delta had no room on any earlier flights to accommodate me, so he apparently called US Airways to ask if they had a seat open on a direct flight from Phoenix to Charlotte. Oh the irony! They did. The gentleman at Delta, was then able to change my flight to that US Airways flight that left at 1:45pm and got to Charlotte at 8:44 pm (Direct).

I realized then, for sure, that US Airways was heartless! Computers have overruled any human compassion at US Airways. You or any of your viewers could have a similar experience at US Airways. Already in high-stress mode because of my mother's death, my experience in dealing with US Airways took it to the top! I want to know why they wouldn't allow me on my connecting flight. I made a mistake and in my grief, did not read the terms and conditions, which stated my flight would be canceled, I was worried about finishing my mom's memorial service program which I was designing, and the fact that I would never be able to talk to her again! Was my mistake so bad?

But US Airways, who has used the American people to finance correcting their mistakes, would not allow me a pass for something that was an honest mistake but couldn't be fixed on my part. Had I realized the consequences, I certainly would have just used my ticket as issued so I wouldn't have had that stress, but I couldn't go back in time to change it, I just needed someone to care and help me fix the issue without having to pay $1300, which I didn't have and couldn't get. I just needed a compassionate person at US Airways to forgive my mistake and let me catch my flight out of Phoenix, but that didn't happen! No one offered me a chance to fly standby, to work over-ride the computer or even to talk to someone that could allow me to use my seat on the flight I was already scheduled on from Phoenix to Charlotte. They offered no solution other than to pay $1300 plus change fees or find a way back to Tucson and buy a new one-way ticket to fly out the next day!

Not only has US Airways used the American people's money to fund the corrections of its mistakes, it has a hub right here in our community, but has proven, from my personal experience, that it doesn't give a damn about its consumers. This experience has been one of the most stressful and emotionally/mentally draining that I have ever had, compounded by the death of my mother.

US Air has been charging my credit card for a Reservation Rewards system that we did not sign up for. According to the bank, they have been charging us a monthly fee from 2006 to 2011 without our consent. We have lost about $600.00 and received nothing in return.

Share this story with as many people as possible.

The shuttle arrived and the driver was less than quick. In fact, I think we were all a hindrance in his ability to flirt with the female US Airways staff member on the shuttle. He was driving slowly and chatting away with this female staff member while those of us on the shuttle were trying to connect to a flight. But, I wasn't worried; I still had 25 minutes before takeoff. I got to the gate approximately 20 - 22 minutes before the flight was supposed to take off. This was a connecting flight, so I was already checked in. Meaning, I should have until 15 prior to take off before the gate closes. (As a side note, I have an email from US Airways that states: "The closing of our flights at the gate begins 10 minutes prior to departure with the door to close on the aircraft at 5 minutes prior to the scheduled departure time. ")

Yet, as I ran up to the gate (I was the first person from my flight to make it to the gate), the US Airways attendant was walking out of the door and to the plane. I watched him close the plane's door from the window of the airport. I tried speaking to several US Airways uniformed employees who all looked at me as though I had an extra eye in the middle of my forehead. No one would stop the man. No one would even attempted to open the door to tell him there were other passengers there to board. Mind you, still prior to the 15 minute cut off. When the man finally came back inside, I was considerably upset. His response, "We close the gate at 15 prior to departure time." I looked at my cell phone. It was just at that moment 15 minutes prior to departure. I had been standing there for at least 5 minutes. I was on time. After 10 more minutes of arguing and other passengers showing up, the US Airways agent told me he would no longer speak to me. He stated, "I am not a manager. I don't have to deal with this. "I told him he should probably find a manager fast. 10 more minutes later a manager, young man in a pink sweater, strolled up to the gate. He was met by the same questions we had asked the first rep. "We were told the flight was waiting." "Why did you close the gate early?" "Why wasn't I let on the flight? I was here on time. "

Now, it is my assumption that they had customers on standby and assumed that our flight wasn't going to make it to PHL in time to connect. They then gave our seats to standby customers, instead of waiting an adequate amount of time for us to board. When I asked the manager about this, he said that this was absolutely not the case. Flights must close their doors 15 prior to departure. It is not a negotiable issue. And that US Airways would "never," and I quote, "never" allow standby passengers to board if there is still a chance that ticketed passengers will be arriving on time. Also, the manager informed me that it is not regulation to hold a flight for passengers. Remember these quotes.

The manager finally re-booked those of us waiting on different flights. Two of us accepted flights to a nearby airport 2 hours later. Not a huge time difference. I was still furious as I was not allowed on my original flight, but 2 hours wouldn't kill me. I asked where my luggage was. The manager said he assumed it was on the plane going to White Plains, my original destination. I asked him kindly if he could check into that. He came back 5 minutes later and said my bag had never made it onto the plane. It would be re-ticketed and placed on my next flight. He also explained to us that we were holding standby tickets. He said, "You will be on this next flight. As I look over the flight information for connecting passengers, I can see that there are 7 passengers that are on flights that will not make it to PHL in time to make this connecting flight. Really." He was promising standby people seats on a flight under the assumption that ticketed passengers would not make it in time? Isn't this what he just promised me didn't happen to my seat on the original flight?

So we waited for the next flight. When it came time to board, it was mass chaos. I came to find out that the manager and US Airways had given out roughly 20 standby tickets for this flight. The gate agent was allowing standby people on the plane before ticketed passengers. There were ticketed passengers showing up that had no seat because the agent was stressed to the max and basically allowing people to board that weren't supposed to be boarding yet. Ticketed passengers were not allowed to board this flight and no one seemed concerned. I quickly knew that I would not be boarding this flight that I was promised I would be on. And when I looked at my phone again, the time was 10 minutes prior to take off. The gate was not closed. There was chaos as to who should board. The manager was called over again. Those 7 passengers that would "Never make it in time," well they were there at this point. Furious as well. We were asking the manager why the gate hadn't been closed. It should have been closed 15 minutes prior to boarding and there should not have been standby people on that flight if they were going to continue with the same procedures that had kept some of us off of our original flight.

The manager started freaking out. He had a group of 20 or so people around him, all angry, and I know that his job is not easy. Unfortunately, he had laid to us about the status of the flights passengers, and that we would make this flight. They handed out too many standby tickets. They were unorganized. He then sent 7 of us to another flight that was leaving in 15 minutes. He said they were "holding the flight" for us. (Remember, earlier he said that US Airways couldn't hold flights for customers.) We ran to the next flight, boarded, sat down and finally, I felt like we were on our way. Except we weren't.

The flight attendant stated that the last 3 people on the plane, my name included, had to exit the plane due to weight restrictions. You have to be kidding me. At this point I went crazy. I could not wrap my mind around everything that had happened that morning. I walked off the plane into the tunnel and asked to talk to a manager. A manager was there and said there was nothing he could do. I informed him that he needed to take someone else off that flight. There were people on that flight that had just landed in PHL and I had been there for hours. I had the right to leave first. I was practically in tears at this point just wondering when I would be going home. Luckily for me, one of the people they had asked to leave the plane was flying with his girlfriend who didn't want to leave without him. So she left the flight as well and I was then allowed to re-board. I was the only one allowed to re-board. Finally, I was leaving PHL.

I arrived at the next airport, an hour out of the way for my ride, and there were two US Airways employees working out on the runway. That is two people helping with arrivals, helping with departures, helping with luggage. Two people. We sat on the plane for quite a while on the runway. And low and behold, it took another 30 minutes of waiting inside for the luggage. And of course, my luggage was not there. Go figure. I filed a claim and it was supposed to go to my original destination and then it would be delivered to me. Except 45 minutes later when I called US Airways to check on the status (the young man at the gate did not seem confident in knowing where my bag actually was), I was informed that my bag had just landed. At the airport I had just left. Again. Furious. Had I been told the correct destination of my luggage I would have stayed at the airport to pick it up. Instead I had to wait 7 more hours to get my bag.

Now the airline has heard this story. And of course, they are completely unwilling to do any form of compensation. They say that my experience is unusual for their airline and that it was all "weather related". Nonsense! Complete and insulting nonsense. US Airways has the worst customer service of any airline that I have ever flown. No one on the customer service lines would help, in fact at one point I was informed that they no longer communicate with customers via telephone. You have to email your complaints. I did finally speak to someone live this morning who called me after I requested so in my 2nd or 3rd email, who did listen, and then told me that there was nothing they could do. A line from one of the emails states, "The travel incident you describe is regrettable, and we apologize for the difficulties you encountered. Our intention is to offer the best travel experience possible. The details you have provided indicate that we have failed to meet our intentions. " They are aware that they did not meet their expectations, and yet I am still denied even a small amount of compensation for the baggage that they lost/delayed/didn't know where it was/sent to the wrong airport, or for being treated like dirt and yelled at by US Airways employees at the airport. When Delta sent my bag to the wrong airport only a week before, they compensated me $75 immediately. US Airways is a joke as far as customer service. Everyone should do themselves a favor and never fly with US Airways.

In October of 2010, my daughter was to fly from Long Beach to San Antonio to visit. She was unable to fly due to becoming very ill. When I called the US Air customer service to try to rebook, I was told I could buy back my miles for $150.00. Huh? I didn't use the miles; no one went anywhere; the flight was not sold out. I was then told they "might" work with me if I got a doctors letter. I called my daughter's doctor 5 times trying to get that letter to no avail. US Air would not budge. I just gave up. Two and a half months later, I book my daughter again. She had a conflict in schedule. I went back to US Air; the same story, buy back the miles for a $150.00. But wait, the flight hasn't even happened yet! And what about what happened in Oct? Sorry Mr. **, that's our policy. So suffice it to say, if you can avoid flying US Air, by all means stay off their planes and their flight attendants could use some attitude adjustments as well.

I am yet another customer who have been abused by US Airways and its so-called customer service. I, like many others before me, don't intend to take this abuse lying down. Your so-called policies are arbitrary and unilateral. After all, US Airways reserves the right to cancel, delay or change flights for any reason. Yet, the consumer has no rights once US Airways gets their money. Instead of reasoned consideration and fairness, US Airways prefers to inflict as much emotional and financial aggravation as possible through these rigid, nonsensical applications of company rules and regulations administered by untrained circus clowns.

While I doubt that you will ever read this letter, let me tell you what happened to my wife and I and our two best friends.

In August of 2010, I contacted Expedia to book an all-inclusive 8-day vacation to Aruba for the four of us. We paid upfront for our tickets and were confirmed on US Airways to fly from Portland to Phoenix to Philadelphia to Charlotte to Aruba. Several days after receiving confirmation of our flights, I was notified by email that US Airways had changed my flight. I contacted our friends to see if they had received the same notification and they hadn't. They contacted US Airways and were told that there was no cancellation of their flight, which was the same flight we were being told, had been cancelled.

I called Expedia and they confirmed that US Airways had changed the flight and that my wife and I would be flying to Phoenix, then to Charlotte, then on to Aruba. Our friends would remain flying to Philadelphia, then hope to catch up with us in Charlotte. I again called Expedia and told them that this was not an acceptable travel arrangement because we were traveling together, the original flight that we were booked on was still going, and that if the original flight wasn't going, then our friends should be moved onto the changed flight with us.

Expedia promised to call US Airways for an explanation. Eventually, I was contacted by Expedia and was told that my wife and I would be moved back to our original flight, but that US Airways was deciding on whether or not to charge a cancellation and change of flight fee. Supposedly, Expedia negotiated a waiver of these fees that US Airways was planning to fraudulently impose.

On 10 Jan 11, we arose early to check the status of our flight for later that day. There was a Severe Weather Advisory posted for the very area we would be flying into. Noted in the advisory was the warning that flights could be cancelled or delayed due to the worsening conditions. By 10:00 AM, we were convinced that the likelihood of us reaching our destination without delays was not reasonable, especially since we had to make a connecting flight from Philadelphia to Charlotte.

Charlotte was experiencing the worst snow since 1962. Snow and ice were expected for at least the next 24-48 hours. Additionally, we had made inquiries regarding delays in reaching Charlotte and were told that there was only the single flight to Aruba that we were booked on. If we somehow missed that connection, we would not be able to get out of Charlotte until Thursday or possibly Friday. (In point of fact, US Airways flight 1593 from Philadelphia to Charlotte was cancelled). Obviously, we ran the risk of a complete fiasco where we either didn't reach our destination, or if we did, we would be three or four days late. We had already paid for our resort and doubted that they would refund unused days that were already paid. So, being reasonable, and very disappointed people, we decided to cancel our flight and our vacation.

I contacted Expedia and informed them of our decision, based upon the weather. They cancelled our flight, or should I say, attempted to cancel the flight through US Airways. I was given a confirmation of cancellation number: **. Our friends also called and cancelled and were told that US Airways would not refund any money except to extend a credit, which could be redeemed for $300. Should they decide to fly US Air within one year. I assumed that reasonable people would waive this fee, since this was a weather-related event.

When I checked my email the following morning, I found a notice that our flight is still confirmed, although having left the day before. I tried for four hours to reach someone at US Airways. I couldn't get beyond a queue where I would wait on the phone for an hour or more before trying another means of contact. I emailed customer support and, of course, nothing by way of reply.

Finally, I went to Expedia where they attempted to contact US Airways and I had to hold on the phone for 1 hour and 45 minutes before the Expedia agent could get anyone from US Airways on the phone. The agent relayed to me that US Airways felt that we had forfeited the entire cost of the trip because we had not cancelled. When Expedia provided documentation that we had in fact cancelled, the agent replied that we couldn't receive any refund because we would have had to actually fly to Philadelphia where (our) flight 1593 was cancelled!

I asked what kind of logic this person was following, since our flight would have been cancelled in Philadelphia? I was told that we wouldn't have received any refund; rather, US Airways would have rerouted us to some other state from which we would eventually reach Aruba. The flaw in this argument is that we had a contract to fly on a certain date and time to a certain place and time. We didn't and wouldn't agree that whenever US Airways gets us there is fine. Who would? We had paid reservations and accommodations, yet we were supposed to rely on US Airways to get us there at their convenience?

At the end of the day, after much upset and protestations, I was told that the US Airways customer service agent would allow us to get the value of our tickets back, for a fee of $300, and the promise to fly within one year on US Airways, paying any additional fees as required. I stated that I wanted to know who the CEO of US Airways was, and was told that the agent didn't know. She only answered phones and finally, we could either take it or leave it, meaning, forfeit all our airfare. If we wanted to know who the identity of the US Airways CEO, we could look it up online.

Mr. **, I want a full refund of my ticket purchase. We didn't casually cancel our trip, which we had planned for over a year. We did what the airlines do; we relied upon the weather forecast that advised us to expect delays and cancellations. Why, under the circumstances, does your company feel entitled to an unearned $300 (extortion) fee? Why, under the circumstances, does your company think that we would want to ever darken the doorway of one of your aircraft?

Responsible companies that truly care about the consumer do exceptions and waivers all the time. Apparently, your company ethics are just to ** the consumer--use every loophole and asinine argument, refuse to listen, refuse to be reasonable, obfuscate, obstruct, and delay. No matter what, never give the customer his/her money back. Is that really how you want to run your company? I sincerely hope that writing to you wasn't an exercise in futility. It's never too late to do the right thing. I await your reply.

I went to the airport to take a flight. There was no one at the counter and all the self check-in kiosks were closed. I called US Airways and they told me to use the machines. Apparently, they were slackers who wanted to go home early and shut everything off because the gate closed.

Because I had to return to work, I had to repurchase a ticket from Delta for nearly $500. US Airways refused to give refunds and blamed it on the agent. The agent said they could only issue a credit. But based on such bad experience, would I ever want to take US Airways again? Apparently not. In other words, they were trying to retain my money without providing the service promised. Please do have an attorney contact me.

My husband booked a flight through travelocity.com on December 15th, 2010 for my 9-year-old son and myself to NC, flying US Airways. My husband was to pick me up to spend Christmas at our second home in Lenoir, NC. I had to reschedule my original flight due to illness and re-booked the same itinerary my husband had originally booked.

At the time of the reservation, I mentioned to the ticket agent that I preferred to deplane in Charlotte. Since it is an hour drive, either from Charlotte or Greensboro, it didn't make sense to fly another hour. He told me to let them know at the gate. I assumed it was either for security reasons, or so that another passenger would be able to board.

We arrived, went through security, of course one bag had to be searched due to my carrying my son's Wii console and my nebulizer inhaler for my asthma, completely understandable.

At boarding time, I informed the man at Gate E-8 of my deplaning in Charlotte. He angrily responded that what I was doing was illegal. He then went on a tirade saying, "Oh, I know why you did it, it's cheaper to fly to Greensboro, you're stealing!". This in front of everyone boarding a full flight, but more insultingly, in front of my little boy. I assured him that that was not the case. If so, why would I have said anything?

I maintained my composure. I have taught my son the difference between right and wrong, and stealing, of course, is completely unacceptable. I thanked him, mostly to diffuse the situation and said goodbye. My son, innocently, wished him a Merry Christmas, and we proceeded to board, or so I thought. Halfway down the aisle, he hollered from the entrance, "The lady going to Charlotte with the boy, come back!"

He did this a few times as I was approaching him. I worked my way back through the crowd, all eyes on us, of course, and he proceeded to tell me that I could not deplane in Charlotte and leave my son to fly alone to Greensboro. In a loud voice, repeating that it was illegal for me to leave a minor on the plane alone.

Firstly, I would never abandon my son on a plane or anywhere, it was a ludicrous assumption. It was another opportunity for him to call attention and further embarrass us. I am not sure if my son understood the gamut of what was happening, he is autistic. I chose to ignore his complete and utter rudeness and add fuel to his fire. We were headed for a much needed family vacation during a lovely time of year. Giving into an obviously inept, unhappy human being is a choice I made to maintain my son's happiness as well as my own.

I fly often, nationally and internationally and have never been treated with such cruelty and nastiness as I had on the morning of December 19, 2010. Rest assured, I will be informing many of my treatment. Shame on the man at the gate. He berated my son and myself, if you could have only seen my little boy's eyes. Loud voices and yelling rattle him. That poor excuse for a human being wanted to upset someone, he did, a child. I didn't attempt to get his name; I could only imagine what further humiliation he would have unleashed. Although you can easily get his name. It was flight 1645, from Ft. Lauderdale, Florida to Greensboro, NC, stopping in Charlotte, December 19, 2010, departing at 8:25 am.

There were two at the counter, a younger man and the older black man who is the one in question. I only mentioned his race for description purposes, no other reason.

I expect to have some response from US Airways and will hold off, temporarily until you respond, forwarding this letter to the many travel sites as well as the National Autism Society and the many other Children with Disabilities sites.

I will definitely search for flights on any other airline before even remotely considering yours.

This is the third time that I will lodge this complaint because, although I have lodged it with US Airways twice, and although their website says that they respond to complaints within 36 hours, it has now been 5 days since I lodged my original complaint on January 1, 2010. Following my second complaint with them, I am making my issue public here. Being, however, that part of my complaint regarded poor customer service, if what US Airways offers its customers can even be called service, one would think that the airline and staff would be more sensitive to my complaints. But I suppose that it just goes to show how little the airline really cares about its customers.

I see, of course, that US Airways has many, many complaints here-so I am less assured that they even care about customers at all. As I have said before in my emails to them, this is absolutely unacceptable and I will never fly with their airline again and will advise any and everyone I know against flying with this airline. My original complaint follows:

I intend to lodge a number of complaints with this airline, beginning with a baggage delay at Tweed-New Haven airport. Flying in from Los Angeles, with a connection in Philadelphia, the luggage I paid $25 to have delivered was not only at New Haven when I arrived, it wasn't even trackable by US Airways staff. Indeed, they admitted that the location of my luggage was, at that time, unknown. After a rough exchange with TSA staff--who seem to have no oversight, whatsoever--I came home with the promise from US Airways staff that my bag would be brought on the next flight from Philadelphia (despite the fact that they had already told me they were unsure that my bag was even in Philadelphia).

In any case, I let that time pass, plus gave it a few more hours, before calling to inquire where my bag might be. I spoke first to a woman who informed me that my bag would certainly positively be delivered that night, December 29, by 11pm. When that time passed, I called US Airways baggage services to find out what was going on--when, much to my chagrin, I was again told that actually the fact of the matter was that nobody knew where my bag was.

After a heated exchange with a completely unhelpful representative by the name of Mitra, I asked to speak to her supervisor. She told me that she had none. I then asked to have the number of the baggage delivery company, or at least their name, so that (being that she was doing nothing for me) I might contact them myself to see if I could find my bag. She refused to give me any information, claiming that this is company policy (which, if it is, I must say is one of the most offensive policies I have ever heard of--not only do company representatives refuse to help, they are refused to allow the customers to help themselves!).

I then spoke to another woman by the name of Ali, who told me that my bags had never been given to a baggage delivery company but that US Airways had had them the entire time. Therefore, either US Airways representatives willfully lie to their customers, or they're grossly misinformed about the facts of their operation. Either way, the situation was totally unacceptable. I demanded to know where my bag was or at least get some straight facts, and I insisted that Ms. Ali tell me if indeed US Airways had no idea where my bag was. She finally admitted that US Airways had no idea where my bag was! One can imagine how furious this would make a customer after hours of being given a runaround. I was told I would have my bag delivered, with total certainty, by the next morning (Dec. 30) despite the fact that again they didn't know where it was.

At that time I asked to lodge a complaint and was told that a form for that would be delivered with my bag in the morning. My bag did not arrive until later that day, when it was carelessly dumped in front of my door with no warning and no complaint form of any kind! Indeed I didn't even sign a release for my bag. Nothing. It was just dumped there, in front of my door, after a blizzard!

All that being said, my complaint should be obvious: if US Airways is going to charge to deliver bags, they should do what they're charging their customer for. In other words, I would not only like my money back, I think that it is only fair that US Airways properly apologize for this unbelievable inconvenience and recompense what should have been a satisfied customer. Following upon my total dissatisfaction with this airline, I must also say that I have experienced deception, incompetence, and runaround.

That I couldn't even contact customer service directly to lodge this complaint stands as proof to this airline's seeming lack of commitment to their customers. I called to complain, indeed called the number that was given to me as a complaint line by TSA staff and US Airways staff (800 428 4322), only to discover, to my continuous chagrin, that that number is for reservations and that US Airways has no complaint hotline!

Furthermore, the woman that I spoke to on that line who seemed to be the same Ali as before (I cannot be sure but they sure sounded alike) stated flat-out: US Airways has no customer service representatives. You must lodge any complaints online. I asked her to repeat that, to affirm something that I simply could not believe, only to have to hear that unbelievable fact yet again: US Airways not only has no customer service, it charges for baggage delivery it does not provide, has a staff of workers who are either willfully deceptive or plain uninformed vis-a-vis customers, and continues, in all of this, to presume that such service is any way to run a business. Run a business into the ground, perhaps. My experience was absolutely unacceptable.

And I do intend to have this matter resolved, even if I have to come all the way to Mumbai to talk to their outsourced, irresponsible, and unresponsive "customer care" staff. It's absolutely unacceptable.

This is the third time that I will lodge this complaint because, although I have lodged it with US Airways twice and although their web site says that they respond to complaints within 36 hours, it has now been 5 days since I lodged my original complaint on January 1, 2010. Following my second complaint with them, I am making my issue public here. Being, however, that part of my complaint regarded poor customer service, if what US Airways offers its customers can even be called service, one would think that the airline and staff would be more sensitive to my complaints. But I suppose that it just goes to show how little the airline really cares about its customers.

I see, of course, that US Airways has many, many complaints here. So I am less assured that they even care about customers at all. As I have said before in my emails to them, this is absolutely unacceptable and I will never fly with their airline again and will advise any and everyone I know against flying with this airline. My original complaint follows:

I intend to lodge a number of complaints with this airline, beginning with a baggage delay at Tweed-New Haven airport. Flying in from Los Angeles, with a connection in Philadelphia, the luggage I paid $25 to have delivered was not only not at New Haven when I arrived, it wasn't even track-able by US Airways staff. Indeed, they admitted that the location of my luggage was, at that time, unknown. After a rough exchange with TSA staff, who seem to have no oversight whatsoever, I came home with the promise from US Airways staff that my bag would be brought on the next flight from Philadelphia (despite the fact that they had already told me they were unsure that my bag was even in Philadelphia).

In any case, I let that time pass, plus gave it a few more hours, before calling to inquire where my bag might be. I spoke first to a woman who informed me that my bag would certainly, positively be delivered that night, December 29, by 11:00 PM. When that time passed, I called US Airways baggage services to find out what was going on, when, much to my chagrin, I was again told that actually the fact of the matter was that nobody knew where my bag was.

After a heated exchange with a completely unhelpful representative by the name of Mitra, I asked to speak to her supervisor. She told me that she had none. I then asked to have the number of the baggage delivery company, or at least their name, so that (being that she was doing nothing for me) I might contact them myself to see if I could find my bag. She refused to give me any information, claiming that this is company policy (which, if it is, I must say is one of the most offensive policies I have ever heard of: not only do company representatives refuse to help; they refused to allow the customer to help themselves!).

I then spoke to another woman by the name of Ali, who told me that my bags had never been given to a baggage delivery company but that US Airways had had them the entire time. Therefore, either US Airways representatives willfully lie to their customers or they're grossly misinformed about the facts of their operation. Either way, the situation was totally unacceptable. I demanded to know where my bag was, or at least get some straight facts, and insisted that Ms. Ali tell me if indeed US Airways had no idea where my bag was. She finally admitted that US Airways had no idea where my bag was!

One can imagine how furious this would make a customer after hours of being given a runaround. I was told I would have my bag delivered, with total certainty, by the next morning (Dec. 30) despite the fact that again they didn't know where it was. At that time I asked to lodge a complaint and was told that a form for that would be delivered with my bag, in the morning. My bag did not arrive until later that day, when it was carelessly dumped in front of my door. With no warning and no complaint form of any kind! Indeed I didn't even sign a release for my bag. Nothing. It was just dumped there, in front of my door, after a blizzard!

All that being said, my complaint should be obvious: if US Airways is going to charge to deliver bags, they should do what they're charging their customer for. In other words, I would not only like my money back, I think that it is only fair that US Airways properly apologize for this unbelievable inconvenience and recompense what should have been a satisfied customer. Following upon my total dissatisfaction with this airline, I must also say that I have experienced deception, incompetence and runaround.

That I couldn't even contact customer service directly to lodge this complaint stands as proof to this airline's seeming lack of commitment to their customers. I called to complain, indeed called the number that was given to me as a complaint line by TSA staff and US Airways staff, only to discover, to my continuous chagrin, that that number is for reservations and that US Airways has no complaint hotline!

Furthermore, the woman that I spoke to on that line (Ali, the same Ali as before? I cannot be sure but they sure sounded alike) stated, flat-out, "US Airways has no customer service representatives. You must lodge any complaints online." I asked her to repeat that, to affirm something that I simply could not believe, only to have to hear that unbelievable fact yet again: US Airways not only has no customer service, it charges for baggage delivery it does not provide, has a staff of workers who are either willfully deceptive or plain uninformed vis-a-vis customers, and continues, in all of this, to presume that such service is any way to run a business. Run a business into the ground, perhaps. My experience was absolutely unacceptable.

And I do intend to have this matter resolved, even if I have to come all the way to Mumbai to talk to their outsourced, irresponsible and unresponsive 'customer care' staff. Absolutely unacceptable.

I boarded a flight on US Air on 02 Jan 11 to Dallas from New York. The flight had major delays by the airline: late check in that completed almost one hour after boarding time; two prisoners which they did not know what to do; and overbooking the flight. As a result of the delays, the connecting flights were missed. I thought that since the airline was at fault, they would made accommodations for the passengers.

When I got to Philadelphia, I was told that it was the weather conditions from Newburgh that caused the delay. I informed the customer service that this was not true. The weather was sunny, 50 degrees, no fog, no rain, no snow. US Air refused to provide accommodations for hotel and stated that I have to sleep at the airport for the night since the next flight out is at 9:35AM the next day. Because of the documentation, they did not have to provide accommodations.

I informed the US Air manager (Kendall **) that I have a medical condition and that it would be too much for me to stay at the airport. Since it was their fault that the flight was delayed, I should not have to pay for accommodations. She handed me her card and stated that I can call paramedics to go to the hospital. Since I have medical problems, I can stay at the hospital for the night. I told her, "No, thank you." I am not dying. I was just informing her of my situation and she left. No one should be treated this way by an airline just because they don't want to pay for accommodations.

In May of 2010, I could not take a flight from Phoenix to Monterey, CA that I had booked. USairways issued me a credit at the time as the fare was non-refundable ($449). But come to find out, in order to utilize this credit, I have to not only pay a $150 change fee but am required to pay the highest published fare to my new destination.

I tried 3 time throughout the year to use the credit but in each case I would have had to pay more to use my credit then if I were to just log on and buy a ticket! They in effect make it so penal to use credit that I will just let it expire and that to me is akin to stealing. They kept money for a service that was not rendered.

I have been flying back and forth from my home in NY to my hometown in Jacksonville, Fl for 30 yrs. It always amazes me when I return and am reminded how nice people are in Jacksonville. Like a breath of fresh air after NYC. On this visit, I had to leave my young children in NY with various sitters to go and help my mother get into a hospital. The 3-day trip turned into a week as I had to fight for her protection from family members, go to the courts for guardianship, witness her frail condition (she's only 70), talk to docs, meet with asst-living homes, take over her bank account, pay her past due bills, and collect all of her papers so I could go through them back home in NY. On my drive to the airport, I also found out my only other sibling, my sister also has the same illness.

I had been strong all week taking care of my mom and the businesses of things, that finally I gave myself permission to cry. Upon entering the gate for my long awaited return home (I do not have anyone in NY to help me with my kids and had to get home to meet my daughters' 4pm bus), the attending employee of yours, Rebecca **, yelled at me that I had 3 bags. I explained that I had all of my mother's important papers and couldn't check them. She responded by yelling at me and saying "she had repeatedly made the announcement", I said that I have consolidated as much as possible and there was nothing more I could do. She took on an angry tone and said "you cannot get on this flight so step aside!".

I responded again with "I have to get on this flight, I have to be home in time to meet my daughter's bus. I have no one to help me". She again said angrily "you will go back to the gate and find another flight". I looked at her mean expression and just turned to get on the plane, ignoring her. I knew I could fit my two purses at my feet, which is what I did in the end anyway, but she stopped me and raised her voice in the tone a police officer apprehending a criminal and said "How dare you walk away from me. One more move and I'll call the police". I lost it! I just stood there and cried. The emotion of the week finally got to me with this horrid woman who had not a drop of compassion or even the professional courteously to say, "we'll help you work this out, can you step aside please".

But took the tact that I'm some kind of criminal who had the audacity to walk away from her. The USAir baggage handler helped me transfer some court papers from my overhead carry on bag and I checked it to appease your rude and offensive employee who would not let me on the flight unless I checked one of the bags. She then was rude again one last time, to make a point I'm sure, as I was the last person to board - I asked her name. She responded with "how dare you walk away" and in an angry tone. I responded nicely that she should learn to have compassion for others. I was so worried the bag would get lost and I might lose some valuable information to help my mom and her affairs. Like I said before I put the two purses at my feet and there was room right above my seat for that bag she forced me to check. All that drama for what?

Fortunately both of the passengers in my row were nice Jacksonville folks and were kind as I continued to cry quietly in my seat for another 10 mins. I guess I was holding in a lot from the emotional week being strong for my sis, my handicapped father, my ill mother, the courts, the doctors, etc. Anyway, I'm home in NY and felt I had to let you know about Rebecca **. She does not have the personality to work with the public. Maybe she has her own problems, I don't know, but you don't snap at a customer like she did. One of your other customers said it was like she was possessed taking on an evil bent.

If you do continue to employ her, she should be in an office, not relating with your customers. I probably will never fly with USAir again because of Rebecca **. I was a top model and now an actress in NY and have traveled extensively all over the world. I have never in my 30 years meet someone like that. Ask your baggage handler to verify the tone she took not only with me, but also over the PA to customers. My bag did show up and was not lost this time, but I was emotionally distraught for the horrid treatment by Rebecca **. I hope she gets fired or at least doesn't deal with the public again. I will never fly USAir ever!

My experience was atrocious. I was due to fly from the Midwestern U.S. to Europe and back. My flight reservations were made in August. In November, a U.S. Airways rep left me a voice-mail saying that one of my return flights had been canceled. She said that I would receive an e-mail immediately detailing what options were available to me. I received no such e-mail. I followed up and spoke with a rep and she said that she would e-mail again with my options. I didn't receive that e-mail.

Ultimately, I finally did receive an e-mail with my options after my third call to U.S. Airways. My new route is a large inconvenience to me, as it necessitates another indirect flight and change of plane. There is always the risk of missing the connecting flight and getting stranded (it has happened to me multiple times). The reason I chose this flight plan was that it was convenient. Well, it did not turn out that way.

Then, I contacted customer service to complain or seek some sort of compensation. All I got was a voucher that was only good for one year and was essentially $50-$100 off of a U.S. Airways Flight. If anything, it was a sad attempt to get me to fly on their airline again so I could receive this "compensation," which they'd probably make up for when they raise the price of baggage again. I have no positive things to say about this airline.

On 11/29/2010 my child was scheduled to fly home on U.S. Airways flight 3339 at 8:55 p.m. After three delays, the flight was canceled due to lack of a flight crew. My daughter was cattled to the customer service desk for a resolve. When it was her turn to speak with customer service, she was handed a ticket for a flight at 8:25 a.m. on 11/30/10. She was told by the airline personal that due to her being a minor, they could not offer her any hotel or transportation accommodations for the night.

She asked what she was to do and the staff member told her he had many other passengers to deal with and walked away from her. She was given a $5.00 meal voucher and two tickets for the next day. As far as U.S. Airways was concerned, my child could sleep in the airport for the next 12 hours, alone and hungry.

They never attempted to notify me or any other family member or assure her safety through the night. When my daughter asked to speak with a manager or get a phone number to call about this, she was told that she can send an email. She was also told that they were not allowed to give out the manager or phone numbers. I was on the phone with her the entire time listening to her as she cried, scared in the airport with rude staff talking down to her.

That night, I called all of the numbers I could find for U.S. Airways only to get countless automated systems stating to leave a message and your call would be returned within 24 hours unless it was Thursday, Friday or the weekend. I left countless messages and as of Thursday, 12/02/2010, I have yet to get a return call. I also sent countless emails only to get a response explaining flight planning and an offer for a voucher with their airline and that they would deal with this issue internally.

The voucher did not even compensate for the meals she had needed to eat for the day and a half she was delayed in the airport. Please do not allow your children to fly U.S. Airways. My child did eventually arrive home safely to me thanks to some family in Philadelphia scrambling to figure out what to do after the airline refused to do anything. As far as the airline was concerned, she was on her own and not their problem. As per their policy online, if a flight is canceled, they are to offer her accommodations. Her ticket, due to her age, was an adult ticket, but when it came time for them to make things right, they were quick to call her a minor and offer no assistance at all.

US Airways took an authorized dollar amount from my checking account (and my statement clearly reads US Airways with a "ticket number") which caused my account to be overdrawn. US Airways continue to deny they took the money from my account and refused to help me nor will they put my money back in my account. US Airways has caused my account to be overdrawn and refuses to credit my account.

I purchased a round-trip ticket and had to cancel the first leg of the flight to fly out on a different day. When I called to see if my flight could be changed (hoping it would cost less than a one-way ticket from Priceline would) I was extremely disappointed to hear that, not only would it cost me an additional $333 dollars to change it if I stayed with US Airways, but if I did choose to fly out on Priceline, it would cancel my return trip altogether!

I understand that policies exist and the customer service department can't change that, but it's clear to me that this company only cares about money. I had to ask several times if they could explain how I was "breaking a contract" when the contract was bought with my money, the seats were paid for either way, and they were actually making money off of me not flying that first leg (as it would allow them to sell the same seat twice). The only answer I received was that I was breaking a contract.

However, I asked the supervisor if I would be charged if I were unable to make the return flight, considering I was still "breaking the contract," and she said that of course it wouldn't, because it didn't work like that. I explained that I would not be able to justify ever flying US Airways again based on their lack of regard for their customers, which would cost them much more in a lost customer than allowing me to keep my flight, and the supervisor simply said it was the policy. What a disappointing organization. I'm out $333 additional dollars because of a policy designed only to make more money for them.

Out of all the years I have traveled I have never been so blindsided than today. I am moving to New Zealand due to a job I just acquired there. Since I'm moving, I needed to take some extra luggage and some boxes. Knowing this, I contacted both airlines, Air New Zealand and US Airways, to find out about size and weight of my luggage/boxes. After talking with US Airways and Air New Zealand customer service, I proceeded to pack my bags and boxes with varying weights, but not exceeding the specifications given to me by both airlines customer service.

After making contact with both, I found out the charges would be for $325 dollars for my additional baggage. I even went a step further and bought a $100 shipping scale to make sure the weights were to standards. Weights never exceeded 70 pounds on any of them and where between 45-70 lbs. When I arrived at the airport the day of the flight, since I'm traveling by myself and required some assistance, I asked an airline attendant in the counter to see if he could assist me with the baggage since they don't offer baggers anymore.

He refused to help even though I explained the situation. I asked a very nice lady doing traffic duty, who usually get a bad rap, to see if it was okay for my father to help me bring the luggage in and she was helpful enough to let him do it while his car was parked outside. After I got the boxes there, a different attendant explained about the boxes and proceeded to check them in.

After explaining to him that I'm moving to New Zealand, this stuff is critical to me and that I packed according to what I was told, he didn't even try to understand. When I asked for his supervisor, he refused and told me the CEO was still sleeping.

When I requested his name, he refused as well. At this point in time, I was getting worried about my flight and my father even tried to get involved to get him to assist and he wouldn't. He then started to be dismissive and wouldn't even talk to us and treated us like he was talking to a third person. He went a step further and called security; all we wanted was to get honored what was told to us by US Airways and Air New Zealand customer service.

I would love to give the name of the person but he refused to give his name as well. I want you to be aware of the severity of the situation the airline has caused me. I'm moving permanently to New Zealand. I have half of my personal and work things left behind, which include but not limited to medication, toiletry items, additional clothing, dinner ware and more.

I will be now waiting for whenever the items can get to me and not be able to effectively do my job at a new job on my first day of work. How would you react to this situation? I have to be in a brand new job and brand new country with nothing but what I'm carrying and now have to spend Lord knows how much money to be able to effectively perform a new job and live a normal daily life without incurring additional unnecessary expenses. I won't know the consequences until I unpack to see what I have missing. But I'm estimating if I have to replace my equipment for my new job, over $6,000 USD. I'm a Systems Engineer and my equipment is not cheap or easily replaced

I terminated my card with them because they kept lowering my available credit which in turn was increasing my debt to ratio on my credit report. I never missed a payment and always paid at least $500 to $1000 per month which is way more than the minimum payment due. On top of the high interest rate they charge, they can take this card and shove it! It's absolutely gross what these card companies do to us. The sad thing is that you can't do much without a credit card.

I flew my daughter home to Minnesota because her brother-in-law died suddenly. She is handicapped so she knows that she usually has to be wanded when searched prior to boarding but this time what happened was totally uncalled for and this has left her very upset and not trusting, she returns to Florida tomorrow 11/07/10 and she is extremely uncomfortable and scared about the security search that she will undergo.

I was bullied by U.S. Airways/Philadelphia Airport Ticket Agents. Furthermore, I really do think that other single women travelers are bullied more than single male travelers or women traveling with a group. Read the following and weep. And when you're done, read U.S. Airways' Customer Service Plan.

When they screwed up my flight, did they offer me a free hotel room? A meal? Common courtesy? Nope! I spent about 15 hours hanging about airports on the East Coast trying to fly to the West Coast because of ineptitude and outright bullying and criminal behavior by ticketing agents who clearly abused their power.

I was to fly from Newark, NJ (EHR) to Oakland, CA (OAK) on the morning of Oct. 23, where I would be picked up by a relative to attend my goddaughter's wedding (my sole reason for this trip). However, the flight was delayed several hours in Newark and that meant I would have missed the connection to Oakland in Phoenix. They instead put me (a fearful flyer since good friend/pilot was killed in a plane crash) on a "puddle jumper" flight with twin props - in the first row emergency seat where I felt every air pocket - on flight to Philadelphia. That's where I was to connect to a flight landing in Oakland. I knew I would now be late for the wedding ceremony but I still hoped to make it to the reception.

Then I realized that my flight from Philadelphia to Oakland involved seating in the exit row, in the middle seat. As I arrived from puddle jumper flight terrified and feeling sick from nervous stomach, and as I paid for upgrade to aisle or window seat because I am a small person and tend to get squished and feel claustrophobic when put in middle seat, I was concerned about my seating placement.

U.S. Airways 800 number reservation representative said that the ticketing agents would "gladly" help me. God help us all if their behavior remotely exemplifies "glad" or "helpful" behavior. While they were unfailingly courteous to the man in front of me, they were curt and rude with me when my turn came to ask basically the same thing he was asking. I was not allowed to complete a sentence because an obnoxious ticket agent refused to even listen.

Then a second ticket agent jumped in and basically told me to shut up and sit down, thereby forcing me to blurt out quickly that I needed a seat change because I was afraid I would be ill, given the circumstances. That prompted this genius to grab my ticket and "determine" that I was "unfit" for flight (he clearly did not think this - was only abusing his authority). I asked to see his supervisor who was clearly his buddy and an even bigger sexist who seemingly did not think women should be allowed to speak.. This supervisor also refused to let me complete a single sentence actually seemed to "get off" on treating me, a 51-year old white woman, like a child.

I doubt that this would have happened had my husband or any man been present with me. I only mention my race because I suspect reverse racism may have been part of the issue. I have taken pains my entire life to follow the Golden Rule and am in no way prejudiced against anyone based on race, creed, gender, sexual preference, etc. I'm not too fond of bullies. The "supervisor" decided to "punish" me for trying to speak by bumping me from the flight I had paid for.

I called the 800 number customer service representative. They were kind and arranged for me to get on a different flight. This clearly annoyed the ticket agent, whose face turned quite ugly with rage. He left his post in a huff to find the supervisor, who returned to my new departure gate (where I was talking on my telephone with my relative in California). He was accompanied by a somewhat heavyset woman with bleached blonde hair and a Disney sweatshirt.

These two asked me to step out of line. By this time I literally broke into tears. The bleached blonde, unprofessional looking woman said she was also a supervisor. I believe her name was **. She was offended that I asked her to identify herself, apparently. They were also offended when I again, after listening to their power trip tirade about shutting up and "behaving," tried to rationally explain the situation.

Any customer service representative I spoke with at the U.S. Airways' 800 number will confirm that I was completely rational and only shaken from my horrendous flight from Newark to Philadelphia on that tiny plane. So these ticket agents took it upon themselves to bump me from yet another flight. I now had no prospects of making my goddaughter's wedding but I still had a hotel room that I'd already paid for and, as ** delighted in telling me, I would not be reimbursed for my airfare. The other supervisor by the way, had a quite satisfied smirk on his face as he beheld this spectacle.

Finally, an 800 number representative arranged for me to take a flight "from a different terminal" so I could escape these bullies. I essentially flew out to California (to San Francisco airport, by the way - far from relatives' home) and spent all that money for nothing because of these classless ticket agents in U.S. Airways employees in Philadelphia. Perhaps I show my age but I remember a time when the airline passenger, who pays a significant amount of money, by the way, was treated with common courtesy and when airlines believed in customer satisfaction.

I have asked U.S. Airways for a refund of my airfare for this flight, given that I missed the wedding - the sole reason for flying to California - based on a series of errors and outright bullying by their ticketing staff in Philadelphia.

I would also like an apology for the cruel, humiliating and traumatizing treatment I was exposed to at the hands of their staff. I am not holding my breath but I wonder how the U.S. Airways' CEO would like it if "his wife" were treated that way? I am also filing a complaint with the proper federal authorities about these actions by U.S. Airways employees, which I still feel traumatized by. I believe the employees stepped way out of the bounds of proper behavior.

In addition, I am a former journalist, current blogger and PR consultant. I plan to investigate this to determine if this is an isolated incident or whether U.S. Airways treats single women travelers in this fashion more frequently than male passengers. I suspect I'll find the latter is true.

Also, I've been told horror stories about flying out of Philly on U.S. Airways by women, including a friend who happens to be a respected professor of English at a major university. She said was stripped-searched at this airport for absolutely no reason and was flying on a U.S. Airways Flight. I sincerely believe, based on the treatment I received compared to the man who stood in front of me at the ticket agent desk, that it is not safe for women to fly alone aboard U.S. Airways flights, not if the ticketing employees' behaviors are indicative of what we can expect. The lady supervisor is a disgrace to all women, incidentally.

By the way, I'm really wondering why we need "flight attendants" anyway. What do they do? They only roll their money machines up and down the aisle, grudgingly giving you six ounces of water, when after a six-hour flight you happen to feel thirsty. I say let's go back to calling them stewardesses - I don't really think they serve much purpose and it seems most I've met recently have been quite rude and decidedly unhelpful. Or better yet, why not eliminate them and show a video explaining what to do in an emergency (it would probably be more animated and helpful).

Besides which, given the way they behave towards passengers under normal circumstances, can you see them being helpful in an emergency? I'm not being sarcastic. I really wonder how helpful they'd be if passengers were stuck in a burning plane when they can't even help a passenger like one I read about here who spent two days in an airport.

US Airways flight crew interprets book reading as intoxicated behavior. On Saturday, October 16th, 2010, I boarded a US Airways flight at Gulfport/Biloxi airport at approximately 10:45 am, bound for Charlotte, NC. By 10:50 am, I was standing back in the jet way watching my luggage being taken off the plane. I was told by the gate attendant that I was being removed from the flight! This is how it happened. I was one of the last people to board the flight (I don't carry a bag that requires storage in an overhead bin, so I always board late to minimize my cramped-in-a-tiny-seat time.) There were still a few people in the aisle, but I only had to wait about 30 seconds to make it to my seat. I smiled at the guy in the window seat and said good morning.

I sat, buckled my seatbelt, pulled a book from my backpack, pushed the backpack under the seat in front of me and began to read. Two or three minutes later, the woman that had scanned my boarding pass at the gate interrupted me. She asked me to bring any carry-on items I had with me and follow her. When I stood up, she asked if I had checked any bags. I said yes. She asked my last name. I told her. When we stepped off the plane, I said, "Is there a problem?" She told me that someone had smelled alcohol on my breath, and that the flight crew had decided to have me removed from the flight! I was stunned, to say the least. She asked if I had had any alcohol. I said no. I showed her a bottle of 5-hour Energy Drink and told her a swig of that was all I'd had since brushing my teeth that morning. She took the bottle and went to the cockpit area, presumably to plead my case with the crew.

I saw the captain look over at me as I stood in the jet way watching them unload my suitcase from the plane. She returned after less than a minute and told me that they weren't changing their minds, I was off the flight! The woman had me follow her back to the gate, where she scheduled me on the next available US Airways flight which was five hours later! Of course, this meant my connecting flight in Charlotte had to be rescheduled as well, delaying arrival at my final destination (Baltimore) by four hours. Although I had not had so much as a drop of alcohol, it occurred to me to ask why it would have been a big deal if I had. A lot of people won't even get on a flight without having a couple of drinks first. It's hardly illegal. It's not even frowned upon, and it's certainly not grounds for removal from the flight in and of itself, so there must have been some other reason for my removal. Again I got the I'm sorry, but once the flight crew has made their decision, there's just nothing we can do.

Needless to say, everyone within earshot was by this time staring at me as if wondering what sort of drunken, unruly behavior had gotten me thrown off the flight. It was extremely humiliating. So, let's recap. I boarded my flight, spoke two words to the guy in the adjoining seat (while I was standing and he was sitting), didn't say another word to anyone (Nobody from the flight crew was greeting passengers by the time I boarded), buckled up, read a book and was kicked off the flight allegedly because someone had smelled alcohol on my breath. I spent the next five hours in the Gulfport gate area steaming about the way I'd been treated and trying to come up with some plausible explanation for what happened.

Frankly, I don't see how I could have been a more model passenger, and someone thinking they smelled alcohol on my breath, whether I'd actually been drinking or not, hardly constitutes grounds for removal from a flight. When I returned home, I sent a detailed account of this incident to US Airways Customer Relations, demanding to know the real reason I was removed from the flight and demanding compensation for my inconvenience and humiliation. They replied that their report indicated I smelled of alcohol and as governed by Federal Aviation Regulations, we will deny boarding to any passenger who appears to be intoxicated. They offered me a $100 voucher valid toward the purchase of another flight. This was almost as stunning to me as the original incident! So, I wrote them back. I took another shot at convincing them that first off, there was no way I smelled of alcohol.

My clothes were clean. I hadn't been drinking. I wasn't near any alcohol, etc. I would swear to this while under oath, while connected to a polygraph, while balancing a Bible on my head, and after having been injected with Sodium Pentothal. But that's really not the issue, is it? No. The issue is that while their report alleges that I smelled of alcohol, it does not say that I appeared to be intoxicated. Saying I smelled of alcohol so they removed me from the flight for appearing to be intoxicated is like saying I was talking with the guy next to me so they removed me from the flight for being loud and unruly. It's a matter of degree.

I walked on the plane, sat on my seat, put on my seatbelt and started reading. I also pointed out that the gate attendant and the gentleman in the seat next to me could verify everything I'd said except that I had not been drinking. I then specifically asked them to speak with the flight crew and the gate attendant to find out exactly what had happened. The next day I received a reply from US Airways, this time from a Lead Customer Relations representative. She said I cannot change the fact that you were not allowed to fly on your original flight, but if you would like to discuss this further, I would be more than happy to call you. I waited a while before writing back, gently banging my head against the wall to fight off the sarcasm I felt building in response to such a condescending reply. Then I wrote the following:

What I would like is to be able to confront the person who instigated the decision to have me removed from the flight. I know that this will not happen unless it ends up in court. So, in the meantime, I'm looking for someone to intercede on my behalf. I don't want you to call me. I want you to call the members of the flight crew and find out why I was removed from the flight. I want you to say something like, "Well, did you even talk to the guy? How can you say he'd been drinking when you didn't even take the time to speak with him?" I want you to say, "If all he did was sit quietly in his seat and read a book, how could you remove him from the flight on the grounds that he appeared to be intoxicated?" I want you to say, "I plan to speak with your supervisor and see that you're reprimanded so that this sort of thing doesn't happen again."

In short, I want you to bring the talent that made you a Lead Customer Relations Representative to bear in trying to make US Airways a better airline, not in trying to make a customer complaint go away as quietly as possible. Somebody on that flight crew abused their power. I was the victim. I think you know exactly what I want. I want the same thing you or anybody else in my position would want, namely consequences. In her response, the US Airways representative finally threw me a bone, saying my account of the incident was disconcerting. For that, I am grateful. She also said that a copy of my correspondence had been sent to the Gulfport Station Manager and the In-flight Manager for review. She added that the matter would be addressed internally, and that privacy issues prohibited them from disclosing the outcome. She reiterated that the $100 voucher, a goodwill gesture, was all I would be getting in the way of compensation, and said that if I wanted any further details about my removal from the flight, I would need to contact an attorney.

In these times of heightened security, a great deal of power has been given to the folks who shepherd us through our airports and flights, but as someone once said, with great power, comes great responsibility. If a flight attendant can make a phone call from the back of a plane, summon a gate attendant to remove a passenger from a flight, and never give that passenger a plausible explanation for their removal or a chance to explain themselves, I think that qualifies as a substantial abuse of power. US Airways needs to discipline the members of that flight crew. Hopefully, their review of this incident will lead to changes in protocol that will prevent such a travesty from occurring again. In the meantime, Flyer Beware!

On Thursday, 10/14/10, I had a flight form Orlando (MCO) to Philadelphia (PHL). I went to check in one bag at curbside check in. Agent checked in bag. I paid $23.00 with Visa card. Then I was told to go to inside desk because flight was delayed. Inside the desk, the agent rescheduled me to another flight and checked my bag in again on new flight ran my Visa card again.

When I received my Visa bill, I was charged twice for $23.00. I would like my Visa card credited for the second $23.00. Thank you. Here's additional information for 10/14/10: Us Airways (03724062635845); Us Airways (03724062640160); original FLT 554; was to depart at 10:15 AM.

On a flight from Sarasota Fl.on May 14, 2010, to Rome, Italy, I advised US Airways that I had just had knee surgery & would need a seat that reclined. Mine was broken & did not recline at all. My tray table was also broken causing the meal to fall in my lap. The attendant then propped it up with cocktail napkins but I had to use my knee (bad one) to hold it up.

I emailed US Airways but they didn't even have the courtesy to respond. I will be returning to USA on Oct 30 & am worried about my return flight. I offered to upgrade to first class & pay the difference but was told I could only do this if seats were available on the day of my return flight. Don't understand why if I'm willing to pay I have to wait. I looked online & see no seats available in first.

I was on a USAIR flight last summer and a flight attendant came through the aircraft offering a "US AIRWAYS" credit card for a free flight. I applied and fulfilled the required payment and use of the card. I tried on several occasions to collect on that flight to no avail. I talked to a representative of USAIR and was told that the flights available for this was very limited. Most of the flights required 60,000 miles. Very misleading. They also told me that all attendants do not work for USAIR but for the credit card company. Again very misleading. I feel that the entire transaction is a very shoddy way to do business. Shame on USAIR and the credit card company. I really wish to have not further dealings with you or your credit card company.

We had my sister's wedding planned now for a year! Our flight was suppose to fly out at 6:10am on Wednesday October 6, 2010 and fly to Phoenix arriving at 7:53 am departing there 8:59am and arriving in Cancun at 3:09 pm. We arrive to airport bright and early excited to get to Mexico for my sisters dinner rehearsal and I'm the maid of honor and my father of the bride and my brother for this special event! We get to the airport and find out its delayed. The weather is perfect and no reason for any delays! Finally we board around 7:15 am or so losing our connection flight in Arizona that left at 8:59 on time. Our gate was next door. Our plane arrived in Arizona at 9:15 am missing our connection. That 8:59am was on time weather was perfect!

We go to gate guy tells us flight gone go to customer desk. We go there and lady wasn't helpful. From Arizona she put us on a flight to North Carolina across the United States. When original our flight was suppose to go Arizona to Mexico! I told her I have to get to Mexico today it's a special event my sister's wedding no one cared!! She even said we had to pay for our hotel there and food! Really? We missed her rehearsal dinner and had to stay in NC. I have flown with many airlines and never had awful service like this! If airlines made a mistake they accommodated me and paid for hotel! And put me on a quick flight that's more convenient. One way home we were chasing each airplane running in the airport because US Airways never on schedule. We lost a day/night of our vacation! Our airlines and hotel was paid in full! We lost a night that was paid for at Secrets Silver Sands in Cancun, Mexico! This was the worst most awful experience ever!

We went to Vegas via US Airways. Trip there went OK but the return is another story. I was to get plane at 9:35 am and got a call at 5:30 am saying plane was delayed until noon. Five minutes later, I was told there was a delay until 1 pm. I went to the airport at around 11 am and was told we had been rescheduled on a 9:35 am flight on United Airlines. No one told us and I had checked the internet several times that morning.

Finally, I found us a flight leaving that night sat 10:30 pm. I avoid red eyes but said OK. They did put us up at a hotel for the day. They gave us $5 meal voucher for lunch and $10 for dinner. Closest restaurant was Applebees. No way was there anything on the menu for those amounts, but it's not too bad so far. We were going to Philadelphia to get to Orlando! Flew all night and got to Philly 15 minutes before boarding of next flight.

We were told there would be someone to direct us to destinations--no one there. I found out where gate was and my husband can walk but not fast. We were told to flag down a cart and they would take us. I did stop a cart and was told our gate was just around the corner so we did not need the cart. You would not believe how far away it was!

If you want to look it up, we were at B terminal and going to C25. We got there and saw no one going to a plane, so went to the counter where we were told in a loud angry voice, "This is not the line! Go over there." Finally, we got a turn and were told "your flight was cancelled." In a condescending tone, I was told to be quiet or he would not find me a way home.

I was near tears and did not say anything wrong except that I was not happy with the way we had been treated.

I was venting. He, the agent, told us we should not travel on holidays if we wanted better service. He said Columbus is their heaviest travel day. This was Thursday morning and had started on Wednesdays and Columbus Day is not until Monday. Oh, and what happened to Christmas being the busiest? Duh! Three hours later, we were put on a plane to Tampa with ground transportation to Orlando. They told us to go to baggage and they would take care of us. Got to Orlando and guess what—they wanted our travel voucher and they had not been told we would be there. We ended up there and there were 9 of us who had all been treated very badly. One couple was there with two small children. We finally got home just a day and a half from the start of the fiasco. I'm just venting and telling it the way it was.

On January 26, 2010, I purchased two tickets: one for me and my 3-year old son. Upon checking in on our flight from Dallas to Phoenix, I noticed that our seats were apart. Immediately, I informed the US Airways representative of this and was told that I would have to go to the gate because she could not accommodate me.

Once I arrived to the gate again, I immediately approach the representative and informed him of my request: to have me and my toddler son sit together. He informed me again that he could not accommodate my request. Once we boarded the plane, I asked the flight attendant if she could accommodate me and she told me that she could not.

My seat was 5D and my toddler's was 8D. My son does not fly well without me. I had to hold him in my lap for the entire flight. I contacted US Airways customer relations department because I paid for two seats and because of US Airways inability to accommodate, a toddler is seating with his parent and that I should be compensated.

On February 4, 2010, I received a phone call from Justin **. He stated US Airways has no intention in compensating me for anything because it was my responsibility to ensure that my son and I were seated together and it was my choice to have him sit on my lap. I asked him what other option I had when I was traveling with a 3-year old. He again repeated that it was my choice for my son to sit on my lap and it was my responsibility to make sure the seats I purchased were together. I then asked to speak with a supervisor and he informed me that I could not speak to one because they're all trained to handle these situations and he had the final say which was they would not compensate me.

He also informed me that I should have planned in advance as the other passengers did. I informed him that I could not see in to the future to predict the death of a family member for me to be able to book my ticket in advance. Again, I asked if I could speak to someone above him and he simply told me that's not going to happen.

Great customer service! In your policy regarding traveling children, you state children under five may not travel without a parent or a legal guardian via your website. Placing my toddler 3 rows away from me classifies him as an unaccompanied minor which, by your policy, US Airways does not allow. I think the proper resolution since I was unable to use my second seat would be to refund or credit me for my son's ticket from Dallas to Phoenix when your policy states on domestic flights, one lap child will be accepted without charge when traveling with a paying ticketed passenger age 18 or older.

Also, your policy states US Airways will refund fully-refundable unused tickets purchased by credit card within seven business days of receipt of the refund application. Refundable unused tickets purchased with cash or check will be refunded within 20 business days of receipt of the refund application. Eligible tickets include fully-refundable unused tickets with proper documentation. This was my first time flying with US Airways; but because of the lack of customer service from Justin and the inability to accommodate my special needs requests, this is definitely my last.

I purchased tickets for a round trip from Virginia to Boston. Since then, I have injured my back and am unable to travel. I have a letter from my doctor confirming my injury. US Air refuses to credit my Visa for the canceled flight. The tickets were charged to my Visa in the amount of $182.80.

On August 19th 2010, I was traveling on I-77 to catch an 11:18AM US Airways flight at the Charlotte Douglas Airport. I left home at 7AM for an 11:18 flight to Charlottesville VA and expecting to be at the airport at 9AM. Unfortunately, there was a major accident on I-77 - a tractor-trailer over-turned and a woman was killed. I immediately called US Air on my cellphone to tell them that I might miss my flight and would like to rebook if I could not get to the airport on time. We sat trapped on I-77 for two hours. Her response, which was repeated several times, was that I would be charged $150 to re-book if I had to take another flight; no mention that they would help me rush through the airport to make that flight.

I was merely trying to switch 3000 from my husband's reward to mine in order to book a flight. I was logged on to my husband's account and received this message on the dividends share page: "We were not able to confirm your account number. Please contact the Dividend Miles Customer Service Center at 1-800-428-4322".

What a mess. Two hours and six operators later, still no help. They verified that both accounts were okay. When two of the operators didn't know what to do, they said they were switching me but actually hung up on me, many times reminded me of their fee (I should have been charging them since they were wasting my time). Two supervisors lectured me about other offers and assured me that I had to call tech support the following day. Finally one supervisor just sat there saying nothing with a bad attitude and said there was nothing else she could do. At that point I hung up because I did not believe either of the supervisors were actually supervisors. I think it was the representative sitting next to them.

At this point I have lost two hours of sleep and needed to get up at 5 AM and quit. US AIR is a rip-off.

On June 14, 2010, I purchased a reduced fare (non-refundable round trip ticket) online from US Airways for travel from Charlotte, NC to Memphis, TN on June 21, 2010 (returning on June 24, 2010). As I was unsure if I would be able to return on June 24, I paid an extra amount, I believe $50.00, for the return trip. So I would not need to pay the 'Change Fee' should I need to change my return date including the extra $50.00. I paid a total of $1073.40 for the ticket.

After two days in Memphis, I found that I would not be able to return on June 24th as planned. On June 23rd, I called US Airways to make the change of my return to June 25th. After a short discussion with the agent, I was able to convince her that I should not be charged the $150.00 change fee and the return was changed to the 25th. On June 25th, I found that I needed to change my return to the 26th and again made the change on the phone going through the same discussion about not being charged the change fee. Here is where the problem/conflict occurred.

Because I now changed the flight to the next day, US Airways not only charged me the increased current fair for the return flight, but they also increased the fare for the whole flight, including the completed portion from Charlotte to Memphis, as if I was now buying the round trip ticket one day before departing Charlotte. This was an additional $558.00, making the total cost of the round trip ticket $1631.40. This of course, does not include any baggage fees, which were an additional $310.00 (3 bags each way).

I don't think they should have increased the cost of the complete round trip ticket because I had already completed the outbound flight. The agent, of course, would hear none of that, so I paid it. There are additional charges of $558.00, some of which may have been justified due to my scheduling my return flight only one day in advance.

I flew from Orlando, FL to Philadelphia then on to Anchorage, Alaska on August 21, 2010. Upon arriving at the hotel, one wheel on my suitcase fell off. The telescoping handle was also cracked and the top handle was broken off on one side. One of the bottom four legs was also cracked. The canvas on the front of the suitcase was also damaged. I couldn't carry the suitcase myself and had to tip someone to carry it for me since there was only the side handle left in tact.

My mother's flight was September 10th, 2010 at 5:30 am. I got my mother there at 4:15 am with a personal item, 1 carry-on bag (43 pounds), and 1 main bag (48 pounds) to go under the plane. Two representatives told us the main bag can't go under the plane because it doesn't fit "dimension requirements". I took the main bag back to the car and my mother handed them the carry-on, and just carried her personal bag on the plane. The problem still lies. I paid for her main bag to be underneath the plane, not the carry-on. So I checked their website and there's no "dimension requirements" for bags going under the plane, only weight requirements. I called and spoke to a Diana the same day my mother left. She told me I have to email my complaint. So I emailed my complaint and got a response back from Judy ** saying they see no reason to fly my mother's things to her or give me my money back.

I had to mail my mother's clothes to her as a result of US Airways lack of customer service.

My mother and I were on US Airways flight # 3728, July 30, 2010. We arrived at security around 6:30am. The female security person was so rude to my mother. My mother has has a knee replacement and is 70 years old. First, my mother took a little longer than most to go through the metal detector. The security person rolled her eyes and made a rude comment as my mother was walking through.

I witnessed this behavior and I demanded that she apologize to my mother. I can not put into words how this airport security person acted. She was very hostile towards me and my mother. She yelled, and got in my face. Her manager finally calmed her and told her to apologize. We usually fly with Delta and for sure will never fly US Airways again because of the unprofessional people they hire. I have made a point to share this with every person I know who travels. Flying is stressful enough without being harassed at the security check.

I accidentally left my iTouch on a US Air jet (Flight #728) which left Philadelphia on 8/6/10 and arrived at Heathrow airport on 8/7/10. Once I realized I did not have my iTouch, I contacted US Air representative in England. My phone call was answered by a representative who was very helpful. In fact, not only was I told that the iTouch was found, but they called me back the next day once they decided how to handle my lost iTouch since I was scheduled to fly out of Dublin, Ireland and not Heathrow. They told me the item would be sent to Charlotte and that an email would be sent to my home address with a reference number.

Upon my arrival in the States on 8/16/10i there was an email from Mr. Altair ** of England which indicated a Reference # (the email called it a Net Tracer #) for my found iTouch. I cannot say enough for the US Air England representatives. However, the USA version of US Air is quite a different story. Since returning on 8/16, I have tried to contact US Airs Lost and Found Department in Charlotte (as indicated in the email from Mr. Altair **) but have only been able to leave messages. No one has ever answered the phone when I have called and I have not received a return call to any of my messages which always included my name, Net Tracer #, and my cell phone #.

I have also sent 2 complaint emails through US Airs website but to date have not received a response. This past Wednesday, I tried a different tactic and called US Airs reservation department and after a wait spoke to a representative. I told my story and was passed on twice to other representatives. Each time I provided US Airs Net Tracer Number and each time I was told they could not find it in their system. The last representative seemed to try the most. She put me on hold and said she would contact Charlotte's Lost &Found.

Upon returning to me, I was told since it was more than 7 days and if they had my iTouch it would have been sent to Charlotte's Central Baggage Warehouse. I told her I've been trying since my first day back in the States (8/16) and she apologized for any inconvenience. I was told that I would be able to speak to someone (in lieu of an answering machine) at the Central Baggage Warehouse. Since Wednesday (9/8) afternoon through Noon today (9/10), I have placed at least a dozen calls. Each time the call goes directly to a voice mail message, not an actual person.

After listening to the voice mail which basically tells you that if you lost something it most likely will not be found, it asks you to leave your name and identifying information about your lost item. And each time at the end of the voice mail it says the mailbox is full, try again later! Are you kidding me! I really am at my wits end over this issue and hope you can be of some help. Any help would be greatly appreciated.

We purchased four airline tickets to Hawaii. We were told that if we wanted to sit together, we would have to give them an extra $100. These weren't even upgraded seats. They just found a way go get extra money out of customers. What a sleazy way to run a business.

Our plane had mechanical problems out of Charlotte on Aug 24th. flight #UA2506, leaving Charlotte at 8:10 pm to arrive in Gulfport Ms at 9:00 pm.We waited for repairs, got on the plane, then was brought back in and put on another plane, got back out on the runway and was told we had to come back because the GPT airport closed at 9 pm. Finally, after all the going back and forth, we were told we were going to have to stay in the airport, then they told us they would give us a room. I finally got in a room at 1:10 am, exhausted and no food since 12:00 noon on the 24th. I am a diabetic, you are lucky I did not go in shock.

The all black crew in the airport preferred customer desk were rude and ugly to all of us and so slow, it was unreal. You need to change some employees or give them lessons on how to treat customers. I am 67 years old and could barely walk; I asked a security guard on a tram to take me to baggage and he refused. This is not how I am accustomed to being treated with the other airlines I travel on which is several times a year. I will go out of my way to tell people not to use US Airlines and will never get on one of your planes again unless it is free and have 36 hours to kill making one trip. I feel I should be given a round trip ticket to anywhere in the USA to make up for all your useless employees.

I was on a flight from West Palm Beach, Florida to Stewart International Airport in Newburgh, N.Y. It was necessary to change planes in Philadelphia. The flight from there was to be #4371 on US Airways Express-Piedmont Airlines PHLSWF. Departure time was to be at 5:30 P.M. The date of this disaster was August 27, 2010. When I arrived, I went to the appropriate desk to get the boarding pass and was told the flight had been cancelled--no apology, no explanation. When I asked what I was supposed to do now, the person said they were going to "try to get a bus" to take the stranded passengers to Stewart Airport. So, I don't know what happened.

Well, we sat around for over an hour. Finally, the person at the desk told us to follow her, and we went on Safari to the place the bus was to be. After another wait, we were told to board the bus. I have no idea how long it was between the time we were supposed to fly out of Philadelphia until we got on the bus. I do know that the bus driver had no clue about how to get to Stewart Airport.

After a long ride on the New Jersey turnpike there were signs announcing our approach to the George Washington Bridge. I knew we were not headed for Stewart, and had mentioned it to the passenger behind me. He didn't have a clue because he was evidently not familiar with that part of the country. Finally, another passenger spoke up and asked why we were going across the G.W. Bridge, that this was not the way to Stewart Airport. He went up to the front and sat in the seat next to the driver and told him how to go the rest of the way to Newburgh, NY. The bottom line is that we arrived at Stewart Airport at approximately 10:00 P.M. I don't know whose fault this was, and I don't care. I do know that the buck stops with the airline, and I did not receive the service for which I paid. I am 80 years old, and had a rental car waiting for me. I don't know what I would have done if I had missed a flight connection there. By the time I got out of there, after a half hour or so waiting in line at the car rental desk, it was 11:00 P.M, and it was after midnight when I got to Danbury,CT which was my destination.

I am entitled to some compensation for this "customer abuse". And one more suggestion, your personnel should be able to communicate more clearly. The person at the Philadelphia terminal who dealt with us clearly has a speech problem. I could scarcely understand her.

I booked a flight in April 2010 with US Air, and May 2010 with United Airlines /reservations. I just called both airlines to reschedule and was told I would be charged a $150 change fee from each airline and then to pay the difference from my "credit" and the new airline reservation fee. I canceled due to illness (really), and I am astonished that there is "price fixing" between the airlines as I thought it was illegal. It is a total farce that a customer is given a "credit", when in fact; it is a ploy to extort more money from you. I have lost $320.00 in total. I am very dissatisfied with both airlines and will not fly them again.

In December of 2009, I purchased a non-refundable round trip ticket from Phoenix to Orlando, Fl for my 81 year old mother-in-law. About one week prior to the departure date, my mother-in-law was deemed, by her doctor, unable to make a long trip such as this due to recurring pain from a recent back surgery. On or about the last week of December of 2009, we called US Airways to ask about a refund and were told that if we sent in a letter from my mother-in-law's doctor, we could receive a refund.

Well, it took almost 5 months for my mother-in-law to get the letter form the doctor but on May 19th, we sent a letter via the US Postal Service describing the request for a refund, including the original letter from the doctor. After not hearing back from US Airways, I sent an email to them on July 21st of this year inquiring about the status of the refund. They indicated that they had replied to my letter in June; however, I never received it for some reason. So I again went thru the details and sent the copy of the original letter to them. On August 10th, they responded that they could not grant an exception and refund our purchase amount of approximately $429. They offered no explanation whatsoever but said they would charge me $150 to make any changes to the ticket within a year from the original purchase date if we decided we still wanted. So this is where it ended up and I find it appalling that a refund could not be granted under these circumstances.

I was deployed to Iraq for 13 months. In the beginning I was sent home for emergency leave cause my brother had died of cancer. I flew home with US Airway airline. There was stop in Phoenix then to Palm Springs. The airline lost my luggage which had my orders inside, and without them I could not return to Iraq, which in turn would make me AWOL. By the time they found my bags, I missed my flight. There was no other available so I purchased another ticket that would get me to Seattle Wa in time for 471.00. Having to drive from Palm Springs to lax to catch this Alaskan airline flight. So in turn, I didn't get to use my full ticket, and had to re-purchase a new one because of your personnel's mistake.

So I asked for a refund. I was told to do it online. I did and then was told that you would reimburse me. I went back to Iraq to finish my tour and just came back from deployment to find out customer relations lied to me and denied it. You need to call me urgent, before I start a law suit against the company as well as a media interview explaining how your company did an injured soldier of war wrong by all that you did even knowingly that his brother had died, and then he was injured at war and lost a battle buddy there as well. You have exactly 24 hrs or less to contact me back before I go through with everything.

I've been prompted by your airlines staff to e-mail you my family's negative experience with your airline and affiliated hotel/resort. On Saturday August 7th my family of 5, completed a 1 week vacation in Mexico. Our family consists of 2 parents and 3 girls ages 10, 14 and 16. Our stay was at Dreams Rivera Resort and Spa, a 5 star resort. It was a fantastic week. After 7 days of vacation it was time to go home. On Saturday August 7th we arrived at the Cancun airport Saturday at 12:45PM for a 3:45 flight. We boarded late, probably 4:00PM. This is when our vacation went sour. We had to be transported to the plane via bus. We stood in the bus for 1/2 hour. There were no seats! Once on the plane, we were told the jet electronics had an air conditioning problem and was being repaired. The captain was very informative of the maintenance issue but we sat for the next 2 1/2 hours before they announced our flight was cancelled.

We deplaned gathered our luggage, went through security, got loaded into vans that took us to our US Airway sponsored hotel. This was all completed by 9:00 PM. The Oasis Hotel that was chosen for my family was a 2 star all inclusive hotel. We were concerned immediately of our where a-bouts when we saw the cliental. All seemed to be under 22 years old and intoxicated. We waited in line for 45 minutes under temperatures of 90+ with high humidity. We eventually were placed in 2 rooms with 2 double beds. They gave us an old fashioned metal room key and purple bracelet for the all inclusive stay. Once our rooms we found, the air conditioning did not work in one and the TV did not work in the other. There were insects such as ants and cockroaches. The bathrooms were not clean. The mirrors were old and had lost the silver on the backing. There was a strong mold or mildew smell. The hotel hallways were very loud. It had that "March break... girls gone wild", atmosphere, and way too loud for anyone to sleep.

So we decided to leave the hotel and go elsewhere. We talked to the front desk staff. Here we ran into many of our fellow flight people we had met earlier. All had the same complaints and wanted to leave the hotel. But suddenly, all of the front desk employees could speak very little English. We asked them numerous times if they could put us in touch with a US airways representative. But this never happened. We asked to use their phones but they said they would have to charge us for the call. Those who had cell phones had no signal. In the end the desk clerks said they were talking to Carlos. They would not let any of us vacationers talk to Carlos but it seems as if two or three of them were taking to him at the same time on different phones (we didn't believe them). So the resolution was the Oasis staff would upgrade us. We got two rooms in another building approximately 1/8 mile from the front desk. We went to our room and found that neither of our "slide cards" activated the door lock. So I walked all the way back to the front desk and let them know the problem. They told me there was a problem with the door lock itself and would send a maintenance person immediately. I walk back and waited in the heat with my family for another 15 minutes. My wife and kids have been sitting in the 90 heat and humidity now for 40 minutes. By the way our luggage still had not arrived. So I walked all the way back to the front desk to "raise hell".

It was now about 10:20pm and we could still not get into our room, I was a hot, sweaty, 47 year old who was getting really tired of lugging my soaked body around the resort premises. Bumping into drunken teenagers while knowing my 10 and 16 year old daughters are crying in the hallway, waiting for me to solve this issue. After raising my voice at the front desk, I finally got results and was able to get into our rooms.

We quickly freshened up and ran down to the restaurant area to get food, since we have not eaten in 8 plus hours. But was too late. All the restaurants were closed by 10:30PM. It was now 10:45. We could see people inside the restaurant eating but all doors were locked. Very frustrating! So I asked the hotel front desk person (getting to know them quite well) where we could eat. He said the snack bar opens at 12:00am. We were **. If it wasn't for the hotel key issue we would have ate and been done and ready to sleep. So we walked down the street approximately 1/3rd mile and ate at a seafood restaurant. It was a great meal. It cost me $208.32 but it was what my family needed. We finished and walked back to hotel Oasis in the rain but were replenished. Once back at the room I found that one of the room keys did not work again. I had to march back to the front desk and raise my voice again to get results. My wife and I waited 25 minutes and were finally backed in our room for 12:45 AM. How discouraging!

Well, the next morning I woke up around 7:30 am and left my family to sleep. We were to check out at 12:00 noon and take a US Airway taxi to the airport at 12:30. I found what was a nice restaurant on the north part of the Oasis grounds. I later brought them there to eat breakfast. They slept till 9:30. We got there around 10:00 and waited in line for 20 minutes in the heat. But we were looking forward to the air-conditioned breakfast. Once we were about to be seated, we found that this part of the hotel was not covered by our purple bracelets. We needed the black ones. Well this time my wife got upset. She ran to the front desk and complained. We were sent to the purple bracelet restaurant. When arrived we found it was closed for breakfast. Once again, we could see every one eating inside but there was no way in. All entrances were locked. How frustrating!!

So we went back to our room and gathered our luggage and went to the front desk for check out. The line was huge! And it was not moving! Debra, my wife was concerned we were going to miss our taxi ride and possibly our spot on the plane, so she went to the front on the line and asked for a manager. Here complaints and reasoning actually worked. We were taken care of immediately. Soon others from our plan followed suit. We took the taxi to the Cancun airport were we ate lunch at Jimmy Buffets Margaretville. It cost me $131.60. We boarded the plan late but arrived in Philadelphia on schedule. Please see the attached receipts for our meals. This does not include the cash tips paid to the waiters. I hope the letter provides you with enough insight to realize you should not do business with this hotel in the future.

I booked a round trip ticket on Lufthansa airlines from New York to Frankfort and back to New York. I also booked and bought a round trip ticket from us airways from Detroit to New York for September 1, 2010, flight no. 3784, and returning on September 14, 2010, flight no. 4345 (confirmation code: **). I know that I would not be charged with a baggage fees totaling up to $120 if I am traveling internationally which I'm. My Lufthansa reservation code is: **. You may confirm my reservation with the airline.

To my surprise I found out that I would be charged a total of $120 for both pieces of checked in luggage round trip. I have spoken to the manager on the shift, Ryan at the airport after waiting for an hour and half. He insisted on charging me for the luggage on my travel day (September 1, 2010) after I had shown him my reservation with Lufthansa airlines. His reason was all flights were not booked under the same reservation. I did not know us airways had this rule written on their website on the baggage policy, international travel, or policies and special needs policy.

I did not see it, even after looking for this policy. Had I known, I would not have booked and bought tickets from us airways. This is a technicality that I did not know about or even read on your website. This charge is unjustifiable and uncalled for based on the fact that I'm traveling overseas as already proven to us airways. Your assistance is greatly appreciated in this very important matter. Thank you very much.

A delayed flight from Spain resulted in our son running to catch his US Airways flight. He got to the check-in counter 51 minutes before departure. But a very rude US Airways employee refused check-in, saying he needed to be there 60 minutes prior to departure. The passengers on the Spanish flights were accommodated by other airlines, including Lufthansa who said 30 minutes prior to departure was plenty of time, and our son had almost an hour.

The US Airways employee was condescending. The employee called our son "boy" in an insulting way and said, "You Americans are all the same. You need to be taught a lesson," and similar slurs and rude comments. The employee said, "I can get you to America in 3 days. So enjoy your stay in the airport!" Our son had to spend the night, paying $250 for room and board at the airport. Then, US Airways made him pay $1074 for an upgrade so he could fly the next day, and charged him another $250 for a re-booking fee, total of $1574 extra. And his US-Paris-US ticket was only $1370 originally! We will never fly US Airways again and warn others to beware; this is the most consumer un-friendly airline on Earth.

I am so livid about my daughter's recent experience on US Air that I just have to put it in writing. We picked her up from design camp in Raleigh, NC last week, and drove to Charlotte to put her on a US Air flight to Denver for Operation Smile's Student Leadership Conference. That flight was uneventful. But on her return to Asheville, NC through Charlotte, the nightmare began.

When she arrived in Charlotte, (after only sleeping 3 hours the night before, tired and emotional) she was told her connection to Asheville would be delayed. An hour later, she was told it was cancelled. She called us trying to hold back the tears because she had no idea what to do. We sent her to the "special services" line, and when she reached the attendant, she was told there were no flights until Saturday (2 days later)! Trying not to cry, she told the attendant she was only 16, and asked her what she was supposed to do. Another attendant didn't even look up, but murmured, "Well, her parents didn't tell us she was a minor so there's nothing we can do"(**side note: when you purchase tickets online there is no designation for a 16 year old, only adults or children up to-14 years old).

We were ready to drive the 3 1/2 hours to pick her up, but that would have meant she would have to sit in the airport, exhausted, scared and alone for 3 1/2 hours. As it was, it was 6 p.m. and she had been up since 6 a.m. and in airports since 7. Luckily, we were able to find a car service ($600) to drive her to us but when she went to get her bag, she was told it had been put on another flight and she couldn't get it. No "lost luggage" code because it wasn't lost. Now it's three days later and we still don't have her bag. With multiple phone calls to customer service, putting us on hold for two to three hours total, it has been a nightmare.

We were lucky that we had the means to find safe transportation for her that night. I can't imagine what would have happened if we weren't available and didn't have connections to find alternative travel. The multiple agents that she encountered that evening were of absolutely no help at all. There was no consideration that she was a child traveling alone, no sympathetic adults, no kind smiles, no information other than the fact that she was ** out of luck. The icing on the cake was that her cell phone died, so she had to ask a stranger to borrow his cell phone to call us. Needless to say, we will never fly US Air again! Ever !

The following letter was sent to US Airways Customer Relations in addition to the president of the company. I was told that they would respond within three days. It has now been five and I have yet to receive any response. I have removed last names for privacy reason and witness contact information. I am sending you this letter to keep you informed regarding a situation that occurred on the above date with the hopes that there will be some resolution to the problem.

I boarded the plane and had the seating assignment 16F. When I found my seat, there was a young couple who were seated in the window and center seat; so I opted to sit in the aisle seat 16 D out of convenience. Everyone was seated and the flight attendants began their usual safety checks. I was approached by a middle-aged balding Caucasian male flight attendant, medium build with a beard, mustache and black framed glasses (Charles) and was told that my pet carrier was sticking out over the required limit. He proceeded to point to the metal on the seat in front of me that is used as a guide for carry-on under seat capacity.

The carrier was over the metal guideline less than one inch. I attempted to explain to him that the pet carrier was FAA approved and that my pet usually accompanies me on all domestic flights. I then tried to clarify that my husband and I have used the same carrier for years and have boarded multiple airlines with no problems (most recently Southwest). Charles then continued stating, "This is against federal regulation and I'm going to the front to see how to proceed." While attempted to rearrange the pet carrier to accommodate his request, I then stated, "I don't know what you want me to do. I'm doing the best I can." At this point attention was being drawn to the situation and several passengers assisted me in rearranging the pet carrier.

We had managed to arrange the pet carrier so that it was approximately two inches behind the required marking point. Charles was discussing the situation with two other flight attendants in first class and I went up to the staff and requested that the first flight attendant (Isaac) view the position of the carrier so that he could draw his own conclusions. The two men followed me back to my seat and Isaac proceeded to say that he did not see a problem with the carrier, but again reiterated that it was Charles decision. Charles stated, "Well, there's not a problem with it now." But it wasn't behind the line and then he got on his knees and was touching my leg in an attempt to again point to the metal guideline on the seat in front of me stating, "The carrier needs to be behind this metal piece." I clearly said, "Do not touch my leg."

He again proceeded to reach down to show me the metal piece and touched my leg again. I reiterated, "I am aware of the marker, but it is not okay for you to touch me." He then got off the ground and I was informed by the first flight attendant that Charles was the safety attendant and that while he did not see any problem with the way the carrier was situated, ultimately the decision was made by the safety attendant.

At this point, the surrounding passengers were staring at us. The safety attendant then said, "Well now there's nothing wrong with the carrier, but there was a problem before." I proceed to say, "Then end of discussion." I was then told that I could be removed from the plane for being disruptive. I proceeded to stay and said that I just want to read my book. The flight attendants went to the front of the plane for further discussion, and I was again approached by the first attendant who informed me that the safety attendant was strongly considering removing me from the plane and had requested that I remain silent for the duration of the flight. I again agreed. But I did not feel that I was being disruptive, nor did I feel that anything I had said or my actions had in anyway been out of line.

Throughout the flight, Charles had repeatedly stood in the isle where I was sitting while carrying on his normal attendant duties. I had received feedback from other passengers in my area and they had said that the safety attendant's actions were both unprofessional and inappropriate. The two female passengers closest to me provided me with their names and contact information (listed below) and have agreed to testify to the manner in which this situation was handled by the safety attendant.

Once the flight had landed, I met with the first attendant and requested to speak with a supervisor pertaining to the above information. I was courteously asked by Isaac to wait until the passengers had left the plane and was assisted. I had asked for the safety attendant's name and was told that this information could not be given to me and that a brief description of him should suffice. I later learned that his name was Charles. Ms. Peggy H., a Fort Myers supervisor, had met with me once I disembarked the plane in the circular area that connects the plane. Peggy requested my name and wrote down the flight number. Charles was standing within three feet of us staring at me and I proceeded to ask her if he needed to be there. I was informed that he did not and I asked that he leave because I felt intimidated and uncomfortable. I proceeded to explain the above to her when the first attendant returned because he forgot to complete his cabin check. He briefly informed Peggy that I had been "very polite" throughout the entire ordeal and left.

After explaining the situation to her, we headed up the ramp and met briefly by the information counter. At this point, the entire flight staff had left the plane. To both of our surprise we found Charles and the first flight attendant sitting there conversing after everyone had left. This was pointed out to me by Betty and she suggested that we go downstairs to discuss things further for privacy. We began walking down the corridor when she then stated, "I think he's (Charles) following us." I proceeded to turn around and Charles was again right behind us despite the entire hallway being virtually empty. We went down the escalator and were headed to the baggage claim area when he again came up to us and confronted Ms. H. asking what her name was. Ms. H. had agreed to file a report pertaining to the above.

The entire encounter was exceedingly upsetting and extremely unnerving. I felt that immediately Charles actions were punitive in nature rather than solution focused. He did not offer any solutions to the problem which was resolved very easily. It was very clear that his behavior was intended to be intimidating and he displayed an abuse of power and authority. The fellow attendants had commented that I was "very polite" reaffirming that the threat to remove me from the plane was out of line and completely inappropriate. I did not feel that this was a safe environment and that I was penalized unfairly.

By Charles standing there waiting when I got off the plane, waiting for us when we returned to the airport and following us down the corridor, further exhibits his level of discomfort and his multiple attempts of intimidation. His inability to let go of the situation even after he himself had admitted that the carrier met the requirements was also alarming. Had he not have done anything wrong, there should be no need for him to continue to push the issue.

I can further say that I have never been treated in this manner. The message that was sent that day to me and the surrounding passengers was punitive and reflected negatively on US Airways as a whole. This is a shame because although there were many good staff members (Peggy and Isaac) working for your company, the passengers on the plane will remember Charles' behavior and intimidation. To make matters worse, this was not the original flight I was supposed to take (it was flight 1157 at 10:05am from Philadelphia, first class).

I was given the confirmation code C6nsx7 and had made the original flight arrangements on 6/23, but called to reconfirm after I did not receive a confirmation email and was told that the staff member assisting me had not put my credit card information in. So I had to take a separate flight and was not able to fly first class. I was also told that I would be charged an additional $75 for booking the flight within two weeks (a charge that was later dropped). I also had to call twice and make two requests before my pet reservation went through. I spent $200 for my pet to fly round trip only to have to deal with abusive staff.

My husband and I had over 100,000 miles from using our US Airways credit card. I feel that the entire experience has been so unpleasant that unless steps are taken to address the situation and correct the problem, I will not longer be a patron of US Airways. Please feel free to check my records for additional information pertaining to the above information for further clarification. Please feel free to contact (name removed) and (name removed). They are the two witnesses who have agreed to testify regarding the situation. I will be more that happy to provide you with a photo of the carrier which meets FAA standards.

I purchased a US Airways flight for my job. The fare was $371.80 and nonrefundable. However, my meeting was cancelled. I was advised that I have the credit to use for future travel, but when I went to book a new flight today for a value of $200, the agent told me that not only do I lose the difference of $171, but I need to pay an additional $150 for the change penalty. It cannot be deducted from the credit card.

I love US Airways planes and people, but they have just dropped to the very bottom of my list for desired airlines. Is this really legal?

I say communal because no one company was willing to take responsibility for any action, decision or resolution, thereby leaving all equally guilty of, if nothing else, irresponsible finger pointing. Please bear with me as I will be going into great lengths to provide details; as a copy of this letter will be sent to as many consumer protection agencies as possible. Needless to say, it will be posted on the internet and blogs for your customer's convenience.

Let us start with how we got here. US Airways, my fiance and I, as well as the rest of the packed plane were, coming and going, offered a generous incentive by the flight crew to sign up "in-flight" for their "World Premier Mastercard. " Now, Mom always said an offer too good to be true usually is, but in these hard economic times incentives to drive business make or break many a business. The incentive in full detail can be found at ** or a link found on front page of the US Airways home page. These included 12,500 bonus miles with first purchase and12,500 miles after $750 spent in the first 90 days, two companion tickets a year for $99 and for signing up in-flight, an additional 500 miles plus credit for our current trip.

We were informed there was also a lesser card for those who didn't qualify and were given enough disclaimers to know about the annual fees but as we both have excellent credit and good jobs, we weren't worried about being approved. We discussed the pros and cons and after reading the fine print signed up on the flight home. We took the offer because it would provide us the ability to fly ourselves and grandparents to a destination wedding. This was June 6, 2010.

On June 16th, I received an email saying congratulations I got the card and welcome, my card would be arriving soon! However, two small details led me to question the card I was approved for: a lesser yearly fee and one companion ticket per year for $149. This card would also only provide 10,000 miles instead of 25,000. $15,000 worth of spending would have to be done each to earn those points! No longer a bargain! The $30,000 we would spend to earn the flight to our destination wedding would pay for a pretty swanky one right in Philadelphia! I immediately started by calling the number listed on the email which took me directly to Barclay's Bank. I explained that the card I received was not the card I had signed up for and that I wished to know why the change was made. The gentleman said he was unable to tell me other than it was what I was approved for. I explained my excellent credit history and asked what the minimum income requirements were for the card.

I will only say the requirements for the better offer are extremely low and I make roughly 300 times the amount. He said they didn't have the ability to tell me what might have made them reject my request but suggested it was a credit score problem and he wasn't privileged to see that. As a concession, I requested a credit line increase, within minutes I was approved for thousands more! If it was a credit score issue, then why would that same bank be so willing to give me more risk? I hadn't even received the card yet! So now he was saying US Air makes the decision on which card is given and since it wasn't a credit issue it was because of them. He had no further answers and said I needed to write a letter to "the president" to ask for an explanation. Whose President he couldn't say but provided me with a P.O. Box number. So I called US Air and went through everything with them and was told they only provide the offer of dividend miles, Barclays handles the actual credit card and is responsible for the determination of which offer you are approved for. By now I was frustrated and decided to try again later.

By the next morning I had an email touting the "Premier World Mastercard" as something I should apply for! So I called to apply, I went through the story with two more people but finally asked to speak with a supervisor when I couldn't get any confirmation this woman who barely spoke English understood me at all. The "manager" from Barclays was extremely rude and made it very clear from the outset that he was not going to help and that I was wasting his time. Still, I ran through it once again with him; he said "I got what I deserved based on my credit history."

I told him I pulled my credit report the day before because of this and there was nothing amiss and would he please look at it again; he said they don't have access to credit reports. I told him as a bank making credit decision like yesterday's instant credit line increase they must. He said it was US Air that tells Barclays what card is to be issued, they only approve it or deny it. I told him I spoke with US Air yesterday and they state they've contracted with the bank to handle the credit card, they handle the dividend miles. He stopped talking. I asked again what he was able to do and then shut up. After a very long period of silence, I said I realize you intend to hang up on me so I'd like your name first please.

After another long silence, he said Neil. I said I was going to need a last name too as I was documenting everything. He refused to provide a last name but said his ID was ** and that he had helped me all he could. I pointed out that he had not done anything to help and listed everything he refused to help with. He thanked me for my call and asked if there was anything else he could do. I said I'd like the phone number to call US Air since it was "their fault"; he said I had it, so I said yes but at least confirm I have the right number. I started reading the number, messing up the last few numbers to see if he was even listening. He wasn't, of course and he didn't care that I had called him on it! If this is customer service I would be terrified to rely on this card! Heaven help me if I had a fraud problem!

So I started doing my own research into the matter to find out if this was a common occurrence. Not surprisingly my first search of "bait and switch by US Airways card" pulled up 29,000 hits! I'd say this was a pretty common complaint and one that had been going on for years. I was at least lucky enough and cautious enough never to have used the card or even activate it. Not that any of that stopped Barclays from billing me for the annual fee. Shame on you, Barclays for charging for something you have no record of the person receiving! You already had my name wrong, what makes you think you didn't get my address wrong too! (By the way, if you pay even a fee under an incorrect spelling, it automatically becomes an alias) But oh, that's right, Barclays already authorized their manager and employees to show they take no responsibility and don't care! In fact, the only person who spent any time talking to me, as nicely as possible, was the woman trying to talk me out of canceling the card. Pointing out how it was still a good offer, which had a 0% balance transfer fee and that I'd be paying a much lower annual fee. She even told me who the President of Barclays was and a third P.O. Box for him.

Lesson learned! And I hope everyone who reads this doesn't waste as much time, energy or sentiment on these companies as I did. Just cancel the card or better yet don't even sign up. Those airline attendants get a "spiff" (extra money) for every application turned in. US Air gives them a great incentive to over-hype these things. As a high school kid back in the early 90's I was paid $20 for every person I got to sign up for a department store card. I got paid whether they were approved or not, these spiffs are not chump change!

Please beware of signing up for any offer without reading the fine print and never accept one where you've clearly been baited and the offer switched. Use ** or one of the many card comparison sites to evaluate credit card offers and choose one from a level playing field. There is little truth in advertising and in most companies, it is rare to find that one hand knows what the other is doing. However, when you are the 29,001 person to call foul, trust me they already know.

Update: there is no record of my fiance ever having filled out an application. Although we'd like to know what happened to his personal information, I rather hope it ended up in the trusty landfill). What is right or wrong isn't as important as being the one who gets to decide the difference. I've spent a long time trying to come up with the right words and still don't think I've been able to adequately describe the emotional toll it has taken on me to commit this to paper let alone the actual fight, which I gave up long ago. But as a someday bride, crushed dreams have compounded my frustration and I feel helpless to remake plans that can so easily be undone by something as vital as a baited and switched credit card offer. I've yet to recommit to the idea of an actual wedding. I just thought you might like to know how something a corporation takes as no big deal can alter the course of something as huge as someone finally having his bride. I like to think of myself as someone with a good sense of right and wrong but have long ago realized the only important distinction between the two is the person who gets to decide the difference. So I can only hope my words when sent out far enough will prevent others from accepting the Barclays/ US Air scraps.

I am writing about a concern I have with a recent occurrence involving my wife with the flight referenced in this email correspondence. My wife was scheduled on Flight # 528 scheduled to depart Indianapolis at 630 pm with San Luis Obispo, Ca. as its final destination.

Upon arrival at the airport, the monitors indicated that the flight would board and depart as scheduled. As it turned out the flight was reportedly canceled due to a crack in the aircraft windshield. I understand accidents occur, but my wife felt abandoned by your representatives in Indianapolis. She was told that the next available flight would be Monday July 26th. Additionally, they said that they would only reimburse her up to $50.00 per day for expenses incurred. Lastly, a major event was taking place in the Indianapolis area (The Brickyard 500) and all local hotels were booked as a result.

My wife was forced to secure a seat on an airport shuttle(incurring unexpected costs) returning to West Lafayette, Indiana where she had been due to a family emergency involving her father. The family emergency had left her emotionally drained, and this was compounded by the experience she encountered in Indianapolis. Upon her return to West Lafayette, Indiana she again called the airlines and was told there would now be a flight she could take tomorrow instead of Monday.

She has now booked this flight and will again have to incur costs to shuttle back to Indianapolis. She was to report back to work tomorrow and thus causing her more stress. I trust that the treatment she received by your companies representatives in Indianapolis is not a representative of your customary customer service. I would appreciate a response that would help us to regain our trust in your customer service and your ability to meet our future travel needs.

On July the 4th, I lost my brother. US Airways no longer give a bereavement fare. I paid $700.00 to fly from Allentown, PA to Greenville/Spartenberg. The fare is more than three times the cost than an advanced planned trip. We have no control as to when a family member dies. I think it is a sin to charge this kind of money under the conditions. I am not sure if anyone can help me with this. With my story, I just would like to try to make it better for others. Over priced airline ticket, $700.00. I'm not sure if there is anything legal that can be done? Thanks for your time!

I booked a flight for Jontra R, from July 4 to 14. I requested an assistant for him. It was his first time to fly and he did not get the assistant I requested for him. He also missed his flight from Atlanta and missed all his activities for that day. On his return flight, it was re-booked at a two hour difference that was too long to be hanging around an airport all alone and not knowing what to do. They did not send me an email of his last schedule. That was his first time to fly and might be his last on US Airway. It is very discouraging. I think he should be accompanying with a voucher or credit. It was like a nightmare for him. It makes me not want to use their service again.

I purchased a ticket on Orbitz.com for a flight from LAX to TUS on 5/31/2010. When I arrived at LAX from my international flight, I was told that I would have to pay for all of my baggage. I disputed this with the airline rep, but she refused to give me the international baggage allowance. She also made me repack a bag that was slightly over 50 lbs, despite the fact that the international limit is 70 lbs. I asked for a refund so that I could purchase a ticket on Southwest, the airline I had flown from TUS to LAX on for my outbound flight and which did not charge me anything at all for baggage, but she refused.

When I arrived in PHX, I was told I could not board the connecting flight because the airline had substituted a smaller plane. This is standard operation procedure for US Airways in PHX, just as it was for America West before them. I contacted the customer service desk in the airport and was told that I would have to call the customer relations line. I did. My call was routed to the Philippines and the call center employee said there was nothing she could do. I then told the 3 reps at the boarding gate that I and the other 30 or so stranded passengers would have to be compensated. At first, they refused, claiming that the airline was not responsible, but later asked for volunteers to be bumped from the flight.

These volunteers were given coupons for $100 good only on US Airways. About 2 hours after the flight left without us, we were told that we would be taken to TUS by bus. This is also standard operating procedure for US Airways, and they have ongoing contracts with a bus company because they do this on a daily basis. We were herded downstairs to claim our baggage at the carrousel, and then onto a bus which was almost filled with stranded passengers. The entire time, no one from the airline would clarify the compensation issue. We finally arrived in Tucson almost 3 hours after the scheduled arrival of our flight and were dumped at the airport.

I started calling and emailing the airline the next day. After 10 days, I received a partial refund of only $75.73 for the "uncompleted portion of the flight". I continued to demand that US Airways compensate me for the entire ticket price and the baggage charges, as well as for my lost time and the interrupted travel arrangements I had to change in Tucson. I talked to at least 7 different agents in customer relations and the executive office with no results. On 6/29/2010, a charge of $75.73 was billed to my credit card by US Airways. When I called to find out what had happened, I was first told that they could find not any record of the charges, and that I would have to fax a photocopy of my monthly bank statement when it came out. Finally, someone in the executive office told me that they did indeed have a record of the unauthorized charge, but they didn't know what it was for, and because there was no ticket number associated with it, they couldn't investigate it further. They told me to contact my bank.

US Airways is without a doubt the worst airline in the US, as America West used to be. This airline defrauds millions of passengers a year by planning equipment substitutions to save operating costs, making unauthorized charges to customers' credit cards, and refusing to offer FAA mandated compensation to those who get stranded at airports because of their incompetence. At every level of the organization the company's employees demonstrate an utter contempt for their customers, and they do nothing to ensure customer satisfaction. They are doing everything possible to lose their customer base and don't seem to care. I will never, ever fly on US Airways again, and neither should you!

On Apr. 18 to 25, I went to Aruba on my 33rd wedding anniversary. Returning home, we were on the plane about 2 hours when they said we could not fly the plane. So we all had to get off the plane. What a nightmare. They sent us to stay at the Holiday Inn for the night. After going through customs, we had to go home the next day and do the same thing over. We had to find our own way home. US Airways did not help us. I lost time at work. We got home finally and my luggage was not at the airport, just a nightmare.

I wrote to you people and you send me a voucher, there were 3 of us. I paid $1,683.95 for two people. I had my computer fixed and I lost the number of the voucher. I called US Airways on the phone for 1 hour. None could help me or I could not understand them. I was going to give you people another chance and once again US Airways fell through. I just want the voucher. Could you please help me?

On May 11, 2010, my wife and I were booked on USAir Flight 742 from Philadelphia to Barcelona, departing at 6:25 P.M. This trip had special significance. We were to celebrate her 60th birthday and my 65th. I was stationed in Spain in the mid-1960s and was anxious to visit old haunts. We were to cruise the Mediterranean.

The unpleasantness that occurred over the ensuing 12 hours, were it not so bizarre as to be comical, constituted inhumane treatment. I reported this episode to US Airways's Complaint Department and received the customary internet-produced response thanking me and apologizing profusely. You recognize what's missing in such communications: a real person with an attitude of "Here's how I would expect and want to be treated were this me."

As a business person, I would want to know when my customer, and I am your customer, has been treated poorly and when the compensation is less than is deserving. Granted, you need not have offered us anything, but you can be the judge. Here are the circumstances: It will be an 8-hour, 50-minute flight because of the volcanic ash. We taxi to the runway, and the pilot announces that we are 10th in line and that it will be 20 minutes or so. As we edge along toward the take-off position, the pilot announces that a light has come on and we are returning to the gate. We waited 20 minutes for a gate to open. At approximately 8:00, it's announced that the part, a generator, is being flown in from Charlotte and that we'll also be getting a new crew. There will be periodic announcements, but we should anticipate departure at midnight. We are given $10 food vouchers. Of course, the cheapest food, without drink, is $12-$15, unless you simply want a bag of spicy Cajun mix. The one o'clock update is that we will be boarding in five minutes and airborne by two o'clock, but they must first refuel.

At 2:00 A.M., the announcement is made that "OK, we'll start boarding by seat. Number 1, 2, 3 seats come up. Make that rows 1, 2, 3.., OK, I made a mistake, cut me a break here. It's late, ya know. Geez! We'll start next with rows 30, 29, 28....You get the picture. At 3:15 A.M., we push back maybe 50 yards from the gate and stop. At 5:00 A.M., it is announced that, because of the weight of the aircraft, we will need the longest runway and it's closed, but they are requesting that the Philadelphia Transit Authority open it.

At 5:45 A.M., the Captain announces that the Transit Authority will not open the runway. We taxi 50 yards back to the gate, whereupon it's announced that USAir wants everyone to remain on board because they don't have adequate personnel to handle all the questions and re-bookings. Even the Captain considers this cruel and unusual punishment and we are permitted to deplane.

We are advised at 6:15 A.M. that everyone is basically on their own to re-schedule and we are given a toll-free number. The recording notes that "because of heavier than normal volume of calls, your wait will be approximately three minutes." Thirty minutes later, the same message was playing. One passenger, fortunate to reach a person, was told that the next available flight to Barcelona would be Sunday, May 16. At 7:00, we collected our bags. I inquired about the refund of $55 for an additional bag. First, I'm told that USAir loaded the bag; therefore, the $55 was earned. Then I'm told that my Visa card was never charged because the plane never departed. Finally I'm told that they will credit me but that it might take a few billing cycles for it to show.

So there you have it, the short account of an unhappy customer. I think I'm safe in saying that, personally and from the customer's view, you have never experienced such a calamity of errors and display of attitude. Nevertheless, I would ask you to suspend your imagination and ask the following question: were this my wife and me, celebrating significant birthdays, going on a cruise, visiting a country for the first time in 45 years, how would I feel having the vacation ruined and what would satisfy me as a customer?

As a business owner and franchisor, who for 27 years has never had a franchisee leave, I know the answer and I have to think that by this time, you do also. I look forward to your response. I never heard from Mr. Kirby, and US Airways Customer Service representatives have sent me a number of "canned" apologies. And one person, Susie **, has called, but more often than not, they are confused as to what occurred and haven't the authority to correct the situation.

I was in the hotel in Pittsburgh to visit a friend. Some US Airways flight attendants were very rude and nasty to the clerks. Is this a standard procedure for this establishment? Are these customers frequent complainers?

I changed my ticket on US Air from Wednesday may 26 to Monday May 24 (flight 1717) because of a medical emergency in my family. They charged me $243 for the ticket and $150 penalty. I could have cancelled the existing flight and bought a new ticket for less. And to make matters worse, the agent I spoke to on the phone assured me that I would be charged only $75 and nothing else. In this era of economic problems I would think the airline would go out of its way to assist a customer who has a family problem, not cheat him. I have contacted their customer service dept and they won't change anything. I'm a senior citizen and can't afford $393 for a one way ticket.

I used the US Airways MasterCard to accumulate travel miles for myself and grandson. The promise was that you could book domestic travel at 20,000 or regular domestic at 25,000. Whenever I called in 2009 to use miles, there were none available at the times I planned to travel. At that time the ticket rates were lower, so I ended up buying tickets. This year I called to book a flight from Huntsville, AL to Norfolk, VA. There were no seats available on the date I requested so I asked when the seats would be available. The agent said no seats were available during the entire month of June. She could accommodate me if I used 60,000 miles, which I did because airline tickets have almost doubled. US Airways is using the travel mile gimmick without intentions of giving customers travel for miles. It is dishonest and fraudulent, and the consumer is taken advantage of without any recourse for action. Big business gets away with criminal acts.

On my way back from New York to Savannah, my entire carry-on bag was damaged along with the contents inside. I boarded a plane in New York headed for Charlotte and my carry on bag was checked at the gate because apparently there was no room on the plane for it. The next time I saw my bag, I was in Savannah, GA and it came out on the conveyor belt with everything in it exposed and it looked like a baggage cart had run over it. My laptop was crushed; my Sony Cybershot camera was crushed; my shoes were crushed; cosmetic bag was crushed and the suitcase itself was crushed and totally destroyed as all of the above items along with my flat iron, crushed and destroyed.

I signed up for card and was promised points and when my bill came for year 1, I realized I never got points and now 4-5 months later, I still have no points, and worse yet, I get the same answer over and over from them and they say reply to this e-mail and it bounces back every time and end of day. Nobody gets back to me. So I want to let you know that US Airways MasterCard has the worst customers service imaginable and I am frustrated to the point of contacting the head of Barclay's Bank but I think anyone signing up for this card better make sure they get points and also they better hope they never need to deal with customer service as it's a nightmare. Nothing has been done, I got ripped off for my points and insulted by the treatment to the point I won't use the card ever or fly US Airways either.

On March 13, 2010, at 9:45 pm, our connecting flight from Philadelphia to Harrisburg, Pa. was canceled and we were stranded at Phil. The next available flight was 12 hours later the following day, but that flight was full. My only alternative to get to my final destination was to rent a car. When I purchased my three tickets through Travelocity.com, I had purchased the travel protection package from them as well, so I expected some compensation for the unused flight tickets and cost of the rental at $214.

Once home I filed a claim through Mercury Claims and assistance of Wisconsin L.L.C. They have denied any reimbursement due to the fact that I got home within 12 hours by renting a car. I guess I was supposed to sit at the airport for a few days as a standby passenger and wait for a flight even though I was only four-hour drive from home. How silly is that?

I don't understand how you can pay for services that you do not get from a major airline and an insurance company and they get to keep your money. How is that legal? I paid hundred of dollars for flight service that I did not get, plus over $300 in additional expense to get home. Seems to me the travel insurance that they eagerly took money for should cover some of the additional expenditures.

I had to make everyone at your company aware of the unprofessional and insensitive way that my family was treated by your airline. We were stuck in your Tampa airport for an entire night with no sleep and no real answers. The plane from Philadelphia was being repaired and another plane could not be substituted. We made these plans in January for a vacation in March and the lack of planning, scheduling and preparation on US Airways' part was horrendous. On March 24, we were scheduled on flight 1744 from Tampa to Philadelphia. They didn't have a crew available. What? After that unbelievable foul up, they needed one person to complete the flight and they couldn't get in touch with him.

That has to be the most unprofessional behavior ever. My parents are 80 years old and they were expected to sit in a waiting area all night with no sleep and no food. Every store and restaurant was closed. We finally got a flight at 2:45 a.m to Charlotte, NC. We arrived in Charlotte at 4 am and were told by security that we weren't allowed off of the plane because they didn't expect passengers. Finally, after we all complained, we were allowed off of the plane. We had to wait around for another hour then headed back to Philadelphia.

We arrived about 8:00 in the morning. I missed a day of work because of the incompetence of your so-called business. My poor parents are still recuperating and don't ever want to travel again. Will I be compensated for the day of work that I missed because of you? I want a personal phone call of apology to my parents and they deserve some kind of return for the sad excuse of service that was put upon them. I expect an answer within the next two days. You have my phone number and I will not let this go until this situation is rectified. You will not ignore this complaint or sweep it under the rug. My parents paid for seven round trip tickets and they deserve some respect from your company. My confirmation numbers are xxx to to Charlotte and Philadelphia. I look forward to hearing from you. You have the chance to do the right thing, take it.

Do not fly US Airways if you have any other reasonable choice. Their indifference to their customers borders on unethical. They charge you upfront and all along the way, never really promising to give you what you pay for. If they do ** up, you might get "a voucher", which is worthless because to use one you need to phone them, and then your fare goes up by more than the voucher's worth.

My family and I were scheduled on a 7:45 am flight on US Airway from Philadelphia to Naples, FL for a 4-night vacation. We bought the tickets in October 2009 for a flight in March 2010. At some point in February 2010, the 7:45 flight was cancelled and we were moved to a flight that left Philadelphia on the same day about 4-1/5 hours later, around noon. The change effectively reduced our vacation by a day. When we called to complain and to see if there were any other earlier flights available, we found out that US Airways had added another morning flight, at 7:50, 5 minutes from our original (ostensibly cancelled) flight. We were told that was a recently added flight, but that it was sold out and we couldn't get on it. We were dumbfounded! Our flight was cancelled, then essentially rescheduled, but we couldn't get on it! We have been offered no compensation at all and are furious! We are curious to see how many other people on this noon flight were rescheduled from the "cancelled" 7:45 flight. We think US Airways did this just to fill another flight and now we are missing a significant chunk of our short vacation. Please help.

On March 12 my girlfriend, her son, a friend, and I were scheduled to leave Phoenix airport to Ocho Rios via Charlotte, Fort Lauderdale and Montego Bay for a 5-day cruise (3/13-18). We`booked air travel on UAL Flt 120 (9:45 am departure), which was a code share flight operated by US Airways. On 3/12, we arrived at Terminal 2 (UAL) at approx. 8:15 am. We were immediately redirected to Terminal 4 for US Airways. We arrived at the correct terminal at approx. 8:30 am. Upon our arrival, we faced a rather long line, but was told that the wait would be approx. 30 mins. We finally reached the check-in kiosk at 9:02 am. and when we tried to check-in, we were denied because the cut-off was apparently 9:00 am for both bags and passengers!

We were then re-directed to Customer Service, who explained to us that we not only missed the cut-off but they could not override the lock-out. We would have to make arrangements to get on another flights, but since it was Spring Break week, there were none available! Our only option was "Stand By". We then proceeded to attempt to get on the next 4 flights to Charlotte, with no success. We finally met a Customer Service manager, Cheryl, who said that she would help us. She suggested that we return home and return for a "red-eye" flight to Charlotte and then on to Fort Lauderdale, in time to make our cruise. As suggested we returned at 9:00 p.m. Upon check-in at the gate, we received 4 boarding passes with seat assignments to Charlotte, while in route she would have confirmed to Fort Lauderdale. We lost one night in a prepaid hotel ($180) in Miami. We confirmed twice prior to boarding that we were good to go! Once the boarding process started the next nightmare began.

As we boarded, 2 of the boarding passes were deemed "incomplete", so 2 of us had to return to the check-in counter, while the other 2 boarded. After further review, we were told that 2 of us were assigned those seats in error so we could not go, but we would get $500 vouchers for our trouble. Once we notified the 2 on the plane of our status (via cell phone), they asked to deplane, but were denied! Once we demanded that they be let off, the manager in the area (Mike) made everyone aware that they got off voluntarily and would not qualify for similar vouchers. After tempers calmed and we had a chance to explain our plight to Mike, he agreed to help. Mike informed us that he would do his best to get us on a 6:45 am flight to Charlotte and that we could connect in Miami in time to check in for the cruise.

We slept in the airport that night while Mike confirmed the arrangements. Mike later informed us that he had made the necessary arrangements and we boarded the flight and safely arrived in Charlotte. We had one shot left! When we arrived in Charlotte to check-in for the flight to Miami, we were told that we did not have a seat! We expressed our total disbelief, and the counter agent could not do much about it! He suggested that we might try Customer Service. We now had no way of getting to Miami in time to make the cruise, our luggage had been sent to Fort Lauderdale, we had no place to stay. So, we first went back to Customer Service where we discussed options. The only remaining option, was to fly to Montego Bay and get to Ocho Rios for day 4 of the cruise.

So we purchased 4 one-way tickets to Montego Bay ($900). We also went to the Baggage Claim office and asked if our bags could be sent to Miami to the cruise ship. We then had to get a hotel room ($100), rent a car ($35) and go to Wal-Mart to buy clothes and toiletries (about $100 per person). The flowers that I had purchased for day one of the cruise we forfeited ($90, by cruise line for safety reason). The next morning we arrived for our departure to Montego Bay, stopped by the Baggage Claim office again to discover that our bags had not left Fort Lauderdale, so we asked that they be sent to Montego Bay. We finally arrived in Montego Bay, with our bags on 3/14, spent 3/14-15 in another hotel ($200) and met up with the cruise ship on 3/16. We docked back in Miami the morning of 3/18 so we had 2 days on the ship of the 5 that we had planned/hoped for.

When we called to confirm/check-in for our return flight, we were informed that since we did not complete the original itinerary, the entire return portion of our itinerary was cancelled! After numerous calls that was corrected and we we returned to Phoenix on 3/20. I have flown approximately 1.5M miles over the past 25+ years on American Airlines, American Eagle, America West (awful), British Airways, Continental, Delta, Delta (SkyWest), Eastern, Luthansa, SAS, TWA, and United. I can say without hesitation that this is the worst airline experience that I have ever had which is saying a lot given America West's history. I would not recommend that anyone fly this airline!

On March 12 my girlfriend, her son, a friend and I were scheduled to leave Phoenix airport to Ocho Rios (via Charlotte, Fort Lauderdale and Montego Bay) for a 5 day cruise (3/13-18). We`booked air travel on UAL Flt 120.8 (9:45 am departure), which was a code share flight operated by US Airways. On 3/12, we arrived at Terminal 2 (UAL) at approx. 8:15 am. We were immediately redirected to Terminal 4 for US Airways. We arrived at the correct terminal at approx. 8:30 am.

Upon our arrival, we faced a rather long line, but was told that the wait would be approx. 30 mins. We finally reach the check-in kiosk at 9:02 am. When we tried to check-in, we were denied because the cut-off was apparently 9:00 am for both bags and passengers! We were then re-directed to Customer Service. Customer Service explained to us that we not only missed the cut-off but they could not override the lock-out. We would have to make arrangements to get on another flights, but since it was Spring Break week, there were none available! Our only option was "Stand By".

We then proceeded to attempt to get on the next 4 flights to Charlotte, with no success. We finally met a Customer Service Manager (Cheryl - SP?) who said that she would help us. She suggested that we return home and return for a "red-eye" flight to Charlotte and then on to Fort Lauderdale, in time to make our cruise. As suggested we returned at 9:00 pm. Upon check-in at the gate, we received 4 boarding passes with seat assignments to Charlotte, while en route she would have confirmed to Fort Lauderdale.

We lost one night in a prepaid hotel ($180) in Miami. We twice confirmed, prior to boarding that we were good to go! Once the boarding process started the next nightmare began. As we boarded, 2 of the boarding passes were deemed "Incomplete", so 2 of us had to return to the check-in counter, while the other 2 boarded. After further review, we were told that 2 of us were assigned those seats in error so we could not go but we would get $500 vouchers for our trouble. Once we notified the 2 on the plane of our status (via cell phone), they asked to deplane, but were denied!

Once we demanded that they be let off, the Mgr. in the area (Mike) made everyone aware that they got off voluntarily and would not qualify for similar vouchers. After tempers calmed and we had a chance to explain our plight to Mike, he agreed to help. Mike informed us that he would do his best to get us on a 6:45 am flight to Charlotte and that we could connect in Miami in time to check in for the cruise. We slept in the airport that night while Mike confirmed the arrangements. Mike later informed us that he had made the necessary arrangements and we boarded the flight and safely arrived in Charlotte. We had one shot left!

When we arrived in Charlotte to check-in for the flight to Miami, we were told that we did not have a seat! And when we expressed our total disbelief, the counter agent replied, "Oh, well", not much he could do about it! He suggested that we might try Customer Service. We now had no way of getting to Miami in time to make the cruise, our luggage had been sent to Fort Lauderdale, we had no place to stay. So we first went back to Customer Service where we discussed options. The only remaining option, was to fly to Montego Bay and get to Ocho Rios for day 4 of the cruise.

So we purchased 4 one-way tickets to Montego Bay ($900). We also went to the Baggage Claim office and asked if our bags could be sent to Miami to the cruise ship. We then had to get a hotel room ($100), rent a car ($35) and go to Wal-Mart to buy clothes and toiletries (about $100 per person). The flowers that I had purchased for day one of the cruise we forfeited ($90, by cruise line for safety reason). The next morning, we arrived for our departure to Montego Bay, stopped by the Baggage Claim office again to discover that our bags had not left Fort Lauderdale, so we asked that they be sent to Montego Bay.

We finally arrived in Montego Bay, with our bags on 3/14, spent 3/14-15 in another hotel ($200) and met up with the cruise ship on 3/16. We docked back in Miami the morning of 3/18 so we had 2 days on the ship of the 5 that we had planned/hoped for. Story over? Nope. When we called to confirm/check-in for our return flight, we were informed that since we did not complete the original itinerary, the entire return portion of our itinerary was cancelled!

After numerous calls, that was corrected and we returned to Phoenix on 3/20. I have flown approximately 1.5M miles over the past 25+ years on American Airlines, American Eagle, America West (awful), British Airways, Continental, Delta, Delta (SkyWest), Eastern, Lufthansa, SAS, TWA, and United. I can say without hesitation that this is the worst airline experience that I have ever had which is saying a lot given America West' history. I would not recommend that anyone fly this airline! We missed 3 days of a 5 day cruise, had to purchase new tickets to Montego Bay Jamaica, to catch the ship for last two days. Since we were stranded in Charlotte, we had to get a hotel room, rental car and clothes to hold us over.

I received 2 companion tickets through US Airways Mastercard. I called US Air and priced the flight for 3 using the companion tickets and they quoted me a rate of $136/one way for the first ticket. I did not book and called on 3/13 to book. The first man had no idea what I was talking about, placed me on hold and hung up. The second man told me I couldn't use the certificate. The third man told me I couldn't get a direct flight and gave me a price of $791 for 1 ticket with layovers.

I called again and got a woman who gave me direct flights with a price of $591 for one ticket. I booked. Less than 24 hours later I went on the website and the fares originally quoted for $136 each way were posted. I called and they said that they will not honor the price online and said that I would have to pay $150 to cancel the flight and receive a $70 voucher for future travel in return. I feel like I have been taken advantage of because of the companion ticket and given higher ticket prices to overset the price of the companion tickets. By the way, when I called back to complain, I was on hold for over an hour with no satisfaction.

I recently booked air travel using my frequent flyer mileage. Though all non-stop flights were practically empty to CLT from NY on May 20th, I had to book a flight that required changing planes in Washington, DC. in order to use only 12,500 of my miles. Returning to NY from CLT on May 24th, I was able to book a nonstop flight, (Flt. 1910) yet although the plane was almost empty, I had to use 20,000 miles instead of 12.500 miles. The total number of miles I used was 32,500 miles for this itinerary in what should have been a total of 25,000 miles.

Within 18 hours of making the booking, I found out that my niece was graduating from college that Friday and I needed to change my flights to be able to attend her graduation event. I called to cancel my itinerary and was told I would have to pay a $150 fee to either change my itinerary or redeposit my miles. Having no other choice, I told the agent to cancel my itinerary and I would look online to rebook a new itinerary.

Today, I went online to book a new flight on Saturday morning, May 22nd. I need to be in Charlotte about 10:30 am to be able to attend my granddaughter's dance recital. There are two flights available that will get me there by 10:30 am on May 22nd - Flight 883 and Flight 1509 LGA to CLT. Unfortunately, both flights say they are sold out for Economy Low using frequent flyer miles. Though both flights are again practically empty, I would now have to use 30,000 for the available Economy High or I could book First Class Low for 25,000 miles. I called and spoke to a supervisor in the DividendMiles Center and was told it would now cost me 50,000 miles for my new itinerary (in addition to paying the $150.00 fee to first redeposit my unused miles ).

I would like someone to help end this travesty. Could you please book me on either nonstop flight 883 or 1509 on May 22nd (again both of which are practically empty) and rebook my original return Flight 1910 on May 24th? I have paid 32,500 frequent flyer miles already and although I think that as in many contract situations one should have at least 24 hours to change plans without penalty. I will pay the $150.00 change in itinerary fee. I would appreciate your assistance.

Upon arriving to SYR airport, I saw that flight was #3960 was going to be late coming into SYR, which led to short time to catch #1649 for TPA leaving at 5:30 out of Reagan. I was told that as backup, I was also booked on flight #1645 leaving, 2 hours later out of DCA in case, but that they were making up time, and it probably would be okay. When we were boarding the plane, one of the employees asked if I had a yellow tag for my carry on (which met carry on standard dimensions), and I said no.

She promptly gave me one. When I asked what it was for, she said my bag was too large. I told her that I didn't have time to wait for it to get off the bottom of the plane, and her uncaring response was, "you can make the 7:30 flight", to which I responded, "I don't want to wait another 2 hours for that flight! " We never left SYR until around 4:10 PM #3960 and arrived at Reagan at 5:15. One of the flight attendants knew there were 7 of us who had to catch flight# 1649, and asked the passengers to let us off 1st.

We all got off, and had to wait for our carry on luggage to be unloaded from the bottom of the plane, and put on the belt, before we could board a special shuttle bus, which was waiting to take us to gate 40, where flight #1649 was to take off. We were escorted personally by a man who ran us to the gate, and were there no later than 5:25PM, only to find no one at the boarding desk, and the door locked tight!

I personally pounded on the door several times, attempting to get someone's attention, and all of us tried to flag those in the cockpit from the window, to let them know that we 7 passengers were there waiting to board the plane. We were all in disbelief that after being rushed by an escort, that we were not going to be allowed on to the plane.

After the walkway was removed from the plane (although the plane did not leave the actual hangar for at least 10 minutes), Frank came to the desk. He was short with us, and said no one called ahead to have the plane wait for us, and that it happened quite frequently. I find this hard to believe, as we listened for the next 2 hours, as passengers who were not boarding on time, had their names announced for last call! We all had boarding passes by the way, so US Air had our names too! Two passengers, who also were to leave for TPA said, they never heard an announcement for the flight, and missed #1649 as well ,while sitting in the gate area. I am not only upset at the fact that US Air was late, but that the staff had an "uncaring/ disrespectful" attitude.

An elderly couple who had to run to gate 40, as well as a lady who had asthma, had to run and any of them could have had a heart attack rushing to the gate, only to find that all of our efforts were in vain, escorted or not! We were all lead to believe that the plane was waiting for us, since we had not missed the departure time. It was all a joke! And to top it all off, the 7;30 PM flight never left on time either! Upon boarding that flight, and noticing all the empty seats, I think it was a ploy for US Air to justify the later flight! The experience was stressful, and totally unnecessary, as we could have boarded that plane, if someone was made aware that we were all on our way to the flight. It was also unfair to make 9 of us wait 2 hours for another flight. Other airlines do it all the time.

An unfortunate situation has occurred between US Airways and my family (me, my wife, and my two young daughters) and I would like them to consider our experience to make a decision on refunding our expenses for the two missed days at our destination that is an out-of-pocket expense, and or to refund our flight expenses. All of the following were 100% avoidable. The weather nor mechanical issues were a factor in resulting our debacle.

I received a telephone call at 6:30am on February 13th from US Air stating that our connecting flight 1005 from Philadelphia to San Juan was going to be delayed 70 minutes in Philadelphia. Upon arriving in Philadelphia, I checked the TV monitors, as instructed by flight attendants, to get the most up to date information regarding flight departures. US Air 1005 was to depart at 2:50pm.

US Airways website stated that the ETD was 3:00pm and the delay was due to CRR- Flight delayed due to crew rest requirements. My family and I took a lunch break and went back to Gate B4 at 2:15pm and was told by other stranded passengers that our US Air 1005 had departed. However, I noticed that it was still parked at the jetway but I could not locate any US Airways agents to assist me, my family and 21 other US Air passengers. There was a total of twenty-eight passengers left standing at Gate B4 with no one to assist us. We could have boarded the flight becuase it was sitting right in front of us but no one from US Air was there to help us. US Air stranded 28 passengers that were either going on a cruise or on a resort vacation, like my family. The actual time the flight departed according to your website was 2:32pm.

It took from 2:15pm until 8:00pm for Stan, their Shift manager to rebook my family's departure from Philadelphia scheduled now for the 15th of February. When I asked Stan and an agent to reconfirm my return flights for the 20th, he said he could not find any. I called my travel agent to check on the flight numbers we were scheduled on. Originally, it was US Air 1024 which had been changed to US Air 740. We were not on the flights, apparently our reservation was either cancelled when we didn't board flight 1005 or when he reissued the new departure flight, he did not include the return flight.

We got the excuse that the monitors were controlled by the City of Philadelphia, which one of their employees stated that may not be so accurate. After I photographed the monitor to show the flight information, I went to another gate and asked an attendant about our flight information. This attendant, on her own monitor, stated that flight 1005 was to depart at 2:50 pm. Does the city control their own monitors?

We have accumulated twelve of the other passenger's names and phone numbers that were also stranded at the gate. This was not a weather-related incident. The early departure of US Air 1005 was not only the result of human error but perhaps a violation of the Crew Rest Requirements. If it was deemed necessary to depart at 3:00pm due to crew rest requirements as posted on your website, then why did the flight depart at 2:32pm?

The early departure cost 28 passengers time, aggravation, loss of vacation time and money. Since US Air could not get my family out of Philadelphia to San Juan until the 15th of February, we are missing two days of our vacation at a cost of over $1,200.00 a day at the El Conquistador Resort. I expect US Air to reimburse me for those two days. They will never be able to compensate me for the aggravation they caused me and my family. I am a reasonable person and although weather-related delays are aggravating, I understand that weather is something we cannot control. However, this debacle at the airport was completely preventable and I expect reimbursement.

This is an absolutely disgusting way to run a service-oriented business and a total disrespect for the people who keep them in business. I am outraged.

Our flight was scheduled to take off at 2:45pm on February 26. Please note we had severe weather in NYC and the airline never canceled the flight We arrived at the airport, my daughter and her boyfriend. We checked in at 12:45pm. We sat at gate 7 and was informed via the departure screen the flight was delayed until 3:30pm, never an announcement.

I went to the counter and asked the gate agent if the plane was ready to board at 3:00pm. He said no, that the next flight boarding was the Richmond flight. At 3:30pm, I went back to the gate agent because no announcement was made to see the status of the departure. He informed me there was a maintenance problems with the plane. Again no announcement. I looked at the board and it said it was delayed until 3:50pm. I went back to the gate at 3:45pm and the supervisor told me the plane had not boarded since they were waiting for more people.

I told my daughter and she went to the gate 2 minutes later. The supervisor told her the plane was closed! No one else can board the plane because they had too much weight on the plane and not enough fuel. I called another supervisor at the ticket counter and they informed me I was the last 3 people to check in and was not allowed on the plane because they did not have enough fuel to take more people.

First I had been at the gate for 3 hours. I was misinformed numerous times by the gate agent and finally by the supervisor. When were they going to inform me we were boarding? I'm a frequent flyer and have never been misinformed by a gate agent and/or a supervisor. I've never seen a flight take off with not all the passengers, especially since we were there for 3 hours ahead of take off.

I booked a non-stop, round-trip flight for $871 from Chicago, IL at OHare to Orlando, FL on February 12, 2010 at 8:09pm. I brought my sedated pet. The airline severely overbooked the flight, and I was denied boarding. I was number 7 with a confirmed ticket and no seat assignment. There were at least 4 others waiting behind me who never got seated.

I had tried to book a seat assignment 24 hours in advance, like the website told me to do. But I was denied. I arrived at the ticket desk to pay my pet charge and was still denied a seat assignment. The next flight wasn't until 7:00am the next morning, so with my sedated pet, it was impossible for me to take that flight. At that late hour, the ticket desk was closed; so I called US Airways.

I was told I would receive a refund, and in fact, on their website, my refund status shows a check was mailed February 12, 2010. However, I just received an email from customer service stating the ticket wouldn't be refunded, just remain viable for a year, but I would have to pay an additional $150 change-of-ticket fee. That is outrageous!

What happened to their decision to refund my ticket? Why did they change their minds so arbitrarily? Because the airlines is intentionally overbooking popular flights (by an amount that can't possibly be by mistake) and effectively forcing non-seated people into less desirable flights (if they can fly), this business practice is "bait and switch," which I was taught is illegal. How can the airlines do this? How can I take US Airways to small claims court?

No one I saw came at these women with any type of attitude, just simple questions about the gate being opened or closed. One of them gave very unnecessary attitude, several people around me as did I sat and witnessed her over and over again with 20 customers. One lady I did not know leaned over and stated ,"What a lack of personality.She could really use one." Dirty looks, rude comments, and eye rolling were all she was giving out. She has really long white/blonde hair. I never caught her name. Most of the flight attendants were rude for my flights today. I wish I had a better experience being that my brother used to fly for this company and would have never treated anyone this way.

We were supposed to fly out of Fort Myers, FL to Charlotte, NC on Saturday, Feb. 13, 2010 at approximately 10:06AM. We arrived at 7:30AM to make sure we would not have any problems with customs. When we checked in, we found out the flight had been cancelled and even though the next scheduled flight was noon, we got bumped until the 5:00PM flight. Having already turned in our car, we had nowhere to go. We inquired if we could travel with another airlines and was told no, so we waited the 9+ hours until the flight.

When we arrived in Charlotte, NC, we were stuck on the plane for at least 15 minutes because they couldn't open the door. Good thing it wasn't an emergency. Our connecting flight didn't board until 9:36PM and it started to depart then sat there. The captain came on the speaker and said we had to wait for a part before taking off. We sat there cramped in the seats until 11:00PM until we finally took off. We landed in Toronto some time around 1:00AM. By this time, we were dragging. We went through customs and went to retrieve our luggage which didn't come for about 15 to 20 minutes. They apparently had trouble getting the luggage off the plane. Fortunately, the flight was smooth and pleasant. That was the only thing that went well that day.

It's very unfair that airlines are getting away with the baggage charges scam. A normal suitcase checked bag should be included in the ticket price like it always has been. I believe it's unconstitutional that airlines are making dirty money out of good customers like me.

My $200 "reward" ticket. My husband and I decided to take the family to New York for the holidays. I had enough miles for a reward ticket for myself and I was just 4,000 miles shy of a reward ticket for my son. I purchased the additional miles which cost me $85 when you added the ridiculous $35 processing fee. Why they would charge me $35 for taking my money without any effort on their part is beyond me. Still, $85 is better than what the normal airfare would be or so I thought. When I went to book his ticket online, I was prepared to be charged another $35 fee for booking "reward" travel. What I was not prepared for was the additional $75 fee for booking my reward flight 13 days out instead of 14, which seems to be the cut-off for "reward" flights!

When I went online to view the actual fare, I would only be paying $10 less using my miles than if I had just bought him a ticket! I was beside myself with disgust. I called US Air Customer Service and asked if the miles I had purchased not just 30 minutes ago could be refunded and I was told flatly, no. So there I was paying close to $200 for a "reward" flight and feeling like a total chump because not only was I out $200, I was out 25,000 miles. The nail in the coffin was that my son could not fly on the same flight as me as they were out of "reward" seats. However, had I just purchased his tickets outright, he could have. Another lovely side note, if you try to cancel or reschedule your "reward" flight, they hit you with a $150 penalty.

To add insult to injury, the half of the family who flew US Air (me, my daughter and oldest son), my husband and other son flew Southwest, became stranded in DC due to fog for over 24 hours. We were shuffled from gate to gate, kicked out of the terminal, slept in the chapel and then were shuffled again from gate to gate, got on a plane only to get off again until we finally departed for home. Us Air never gave any of their passengers any consideration for food or shelter, just a slip of paper with a number on it to get a "discount" hotel room. But with our flights constantly being cancelled and rescheduled, it was impossible to leave.

My older son and I both lost a day's work as neither of us had any vacation time left. Even worse, my son's hours were cut because he had to call off because he was stuck with me in DC. Yet my husband and younger son were home safe because they flew Southwest. US Air is truly the worst airline ever.

On Feb. 1, 2010, I flew UsAir out of Laguardia with flight #1015. Upon boarding, I told the female flight attendant, with a male standing next to her, that I would need some help placing my bag in the overhead. I was told to ask a passenger! I am a 69 & 1/2 year old woman of reasonable sound mind, but this was a mind boggler! What terrible service. How could she know the state of my physical capabilities or any health issues I may have? I was taken aback and proceeded up the aisle in kind of a mild shock. After looking somewhat confused, a lovely young man put my bag in the overhead.

My return flight was on Delta, and they make UsAir look horrific. Not only was I helped, I was asked more than once if I needed anything else. My bag was taken down by the flight attendant upon arrival without having to ask. I did not note the attendants name in question on UsAir Flight 1015 but I am sure the company have it on their records. It was unacceptable, unreasonable and downright beyond rude. I will never take UsAir again nor will any of my family and friends.

learnt that our connecting flight to New York had been cancelled due to weather conditions. We were re-accommodated to the next flight to New York at 7 am, the next day, January 31.

The agents at the airport gave us the new tickets and told us that we could stay at an airport hotel for $77. They said that was the best they could do, and they weren't liable when a flight is cancelled due to weather. (However, the flight to Newark was not cancelled, and there was no snow in NYC at all, only 1-2 inches in Philadelphia.)

the number to cancel our flight. They didn't even mention that it was mandatory to receive any sorts of refund for the flight that we didn't want to take. When we asked for refund for the ground transportation we were about to take, they said that we could email the Customer Relations.

Since they had already taken our baggage for transfer to LaGuardia (before we learnt that the flight was cancelled), we thought that it would be safer to call an agent and tell them that we were not taking the 7 am flight, but our baggage could at least come home safely. So, I called the number they had given us and told the agent that I would like to cancel this flight and asked if they could reimburse me for my cancelled flight and ground transportation. The agent told me that he cannot do anything about ground transportation, but he could work on reimbursing our cancelled flight.

York) was leaving in 15 minutes, and I couldn't wait 65 minutes on the phone. Since I thought that I needed to call again for reimbursement purposes only, I thought I could do that next day, hoping that the lines wouldn't be that busy.

So, on January 31, around 11 pm, I called the US Airways again and explained the situation to them. When I talked to the international flights agent, she said that she cannot reimburse my flight, since it was marked as "no value" due to the fact that we had not showed up. I told her a million times that I assumed that I had already cancelled my flight by talking to the agent on January 30, and I didn't even know that it was necessary to be reimbursed. She said that only international flights agents could cancel my flight, and the agent I spoke to had not done anything. But I didn't know any of that! How would I know?

I had told 3 different representatives at the airport that I wasn't taking the flight, and I also called the number they gave me and told that representative as well that I was not taking the next flight. I even asked the personnel at the airport how I could get to the train station. But nobody even mentioned that cancellation was mandatory for reimbursement and hadn't been done by any of them or that only international flights agents could cancel it.

The agent that I spoke to on January 31 also told me that I had the chance not to accept the next arranged flight ticket at the airport, which would mean cancellation automatically. But I wasn't given any such option at all. They had already arranged and printed the 7 am flight when we were there and stapled hotel information and the US Airways phone number on it. So, they gave those to us and didn't explain anything at all! I told the representatives at the airport so many times that we were not taking the next flight, but they didn't say anything. Seriously, nothing!

So, after talking and explaining all these things to the international agent, she still didn't seem to understand my explanations and kept giving me excuses for not reimbursing us. She even blamed me for waiting till 11 pm on January 31 to call them. She said I could have called them when I got home. I told her that I got home about 2 am and was exhausted and thought that the lines would be busy. So, I preferred calling the next day for getting my reimbursement. Her answer was "Well, I was here around 3 am, and nobody called." which means that the lines were not busy at that time as if I would have known!

flight to get reimbursed. Nobody had told me that. So, my call purpose on January 31 was to work on the reimbursement procedures, since the first agent I talked to on the phone had told me that he could work on that.

After killing my self to explain the situation to her for 45 minutes, I asked her to transfer me to her supervisor whose name is Lanya. (She wouldn't give her last name due to regulations.) I have to accept that she was the only nice and reasonable person I talked to. She said that she would do an exception and reimburse our flights in 7 business days.

So, as a customer, who has been treated very rudely, who has not been given any explanation in time about procedures to cancel flights and receive reimbursements, and who almost had a heart attack due to the agents' inability to understand the situation and their expectations of their customers to know every single procedure to receive any sort of reimbursement for a cancelled flight (even when their own colleagues fail to provide such information), and who had go through all the problems at the airport to take the train to get home in time and to receive the lost baggage safely, I emailed the Customer Relations, hoping that they would take the customers more seriously and respectfully.

The agent at the Customer Relations office replied to my email by simply apologizing for the agents for not handling the issue better, but he said that there is nothing he can do about ground transportation. In 7 days, we received a ridiculous amount of reimbursement: $18! Even the buses from Chinatown cost $20.

I will never ever fly with US Airways again, and I think nobody should do so! They are very unreliable and irresponsible!

In the Charlotte Airport, we were offered to sign up for a US Airways Dividend Miles MasterCard, pay the $79.00 annual fee, use it at least 1 time and we would receive 1 free airfare anywhere in the US. The only blackout day was Christmas Day, plus a companion ticket for only $99.00. Needless to say, we did. When we went to book the travel, it was a 'point system'. The points that we earned from paying the fee and using the card did not amount enough to use it for a flight! Also, the companion ticket was only good when you purchased a ticket for more than $250.00, then could purchase an additional for $99. They would not refund the $79.00 fee, plus gave me the run-around for booking, repeating that I could book the travel and I was even flexible with my travel dates! After 2 hours and 45 minutes of dealing with them, I will earn 2,000 extra points, not the 25,000 that I need to travel on a Thursday!

My problem is that US Airways lost my luggage on December 30, 2009. I flew from Los Angeles (LAX) to Philadelphia (PHL) to New York (LGA) and apparently my luggage was scanned that it made it onto the flight to La Guardia but was never scanned again that it came off that flight. The real problem is that the service in trying to get my bag found and returned to me has been terrible. The ability to talk to someone when I need answers as well as updates as to what's being done to find my bag has been incredibly frustrating.

It is my opinion that most days little to nothing is being done to find my bag. I have asked a couple of people including Pam, and Catrina if I could have someone call me everyday and tell me the status of my bag and what's been done during the last 24 hours to find my bag, and they both have told me this is not possible. Instead, if I want any information I need to call this number which is the number for team 3 who is looking for my bag. I have called this number 12 times and never once has anyone answered the line. Most of the time my call is returned but the problem is that I teach full time and have missed many of these calls.

The frustration with not being able to talk to a live person has been incredible. Also, they don't return my phone call in the time frame that they say they will. On the message machine, they say if you call before 3 pm Pacific time, your phone call will be returned within two hours. This is not the case and I have urged them to change the recording because 4 different times I called before 3 pm and did not receive calls back within two hours. In fact, one time I was not called back for 48 hours.

The real problem is that it seems like very little is being done to find my bag. In my opinion, this is why I can't get daily updates from them as to what's been done. For example, on January 5th, I was told to fill out a claims form that lists all the contents in my bag. I was assured that having a list of all the items in my suitcase would really help them in their efforts to trace my bag. US Airways received my claims form on January 7, 2009. After talking to Catarina on January 15, I learned that this information (all of my items in my suitcase) had still not been entered into the computer for tracing. On January 16, Pam called and told me that she had just entered all of the items into the computer. Why did it take nine days to complete an assignment that probably took 15 minutes to do? Still, now that the information is entered it won't be traced until the designator tracer is working and gets to it. I was told that there will be a tracer person working today, January 17, but they could not assure me that the person would get to my bag today. In fact, they could not tell me when my bag would be traced at all.

This is the worst customer service I have ever received. I have student projects in my suitcase that are irreplaceable. The problem is not that the representatives are rude, it is the system that US Airways has in place. It's the inability to talk to a live person. I have spent over 4 hours on hold trying to talk to a real person. It's the fact that nobody can give me daily updates as to what's been done because as you can see from my previous paragraph very little to nothing is being done to find my suitcase. I would greatly appreciate if you could help me get the attention this matter deserves. What I'd love to see is proof that my bag is being searched for everyday. Thank you so much for your help!

My husband and I were First Class passengers on Flight #758 on 12/22/09 departing from Philadelphia at 10:34 am to Orlando, FL. The smell coming from the air filter system was disgusting and lasted throughout the entire flight. Every passenger entering the plane immediately held their nose and complained. We were told that the air would clear upon departure, but it never did. It's sad to pay any price, let alone a first class rate, and have to deal with such terrible conditions. The attendants do little to ensure a pleasant flight--a disgrace to the airline industry!

Philadelphia Airport. Had Reference code for Dog (DJNLB6) Had Kennel approved carry for Dog? Have Traveled with Dog on US AIR many Many Times. I have a home in Philadelphia area and in Jacksonville area. Travel once or twice a month also travels to Michigan on Reg Base. The Lady at travel counter refused my dog because she said she was too big and travel case was too small.

This is Vet approved for flight travel. Your agents have never had an issue with the dog and travel on all my past fights. Most recent flight was 2 1/2 weeks ago for Thanksgiving. (Other agents said she watches dogs for a fee and would take the dog so we could travel. (My dog cost $600) The Agents and Supervisor was extremely rude and said I was cruel to my dog.

Had Vet papers and the Vet approved the travel case for dog? The agent on the right of us allowed a much larger dog on flight? I asked the agent about these ladies, I was dealing with and she whispered they have been a (Bitchy mood all day. Talked with a Flight Crew member recognized us from our past travels with my dog. And talked with my children and could not believe they would not let us on flight. A captain in the Marriott hotel talked with us as we were very upset with our flight plans and played with the dog. His quote was that this is out problem with Customer Service and why it's hard to make money as an airline. A stewardess sees my daughter crying and asked if she could walk us back to the counter to help. By then we have missed the flight and needed to fly out to beat the pending snowstorm. That is why we paid extra to change flight and fly out on Friday instead of Saturday.

She made a comment to us that we should try southwest and that they can be a little friendlier. We got on line right an away explained what happened to the southwest agent and they got us on a delayed flight at 8pm to Jax FL. I asked for a Supervisor at Southwest and Air Trane to check my travel prep for dog and they laughed and said there should never have been an issue. They opened up pet travel as did your US Captain in the hotel lobby and played with the dog. By now, my children are in tears and my thought our travel and Christmas plans were over. Southwest was so good to us and got us on our flight to Jax and knew were very upset that they even brought my dog a treat and maid my two little girls feel so good.

I am requesting my refund for my family flight. I was good enough to pay for the extra fee to get a flight out before the snow storm. I have traveled on US Air for most of my business and leisure travel. I am so disappointed with your Airlines. I am asking for a refund and you may take back my Travel miles. I do not feel that I would fly with US Air ever again, knowing this is how they treat people. I also own and run a very travel extended business that my contract employees travel US AIR. I will be letting my travel assistant know not to use US AIR for our employees. I have offices in Richmond/Miami/ DC and Baltimore along with Allentown/ Philadelphia/Harrisburg. You can see the pain this will cause in my business travel as well. They are all US Air routes for my Business Team. Philly is my Hub.

On the 19/12/2009 I was on the US Airways 723 flight depart from Dublin with a 10:55 stop to Philadelphia, and is scheduled to arrive to Las Vegas by 13:45 (18:25 local time). On boarding the flight in Dublin, we were already aware of a snow storm in Philadelphia, as the staff was talking about it, however we took off and landed as planned to Philadelphia. As we could see by the windows of the plane, the situation was pretty bad, and after few hours in the airport we were informed that all flights were canceled.

This is when the nightmare started. I tried to speak to some staff, and I was told to go to the customer service of US Airways. There was 3 desks located in the Terminal A, B and C, each one of them has queues with hundreds of people. Each one of their desks had 2 to 3 peoples. There was also queues on other gates, but I was told to queue on the US Airways customer service desk (Terminal B). After 2 hours on the queue, we were given a phone number to call. The voice was saying that my call would be answered in approximately 95 minutes.

So after being on queue for 7 hours, I was booked on the Las Vegas flight on Sunday, 20/12/2009 at 18:00 (I think). They refused to book any hotels for me, as they said that the weather condition was not their responsibility. So, I spent the night sleeping in the airport, without any luggage. I was not allowed to pickup my luggage, as Philadelphia was not my final destination. On 20/12/2009, my flight is canceled again, no reason was given to me (flights were taking off on Sunday afternoon from Philadelphia Airport).

At that stage, I'm about to explode. I'm dirty, I'm not given any support from any of the staff on duty, and the only option I'm given is to talk to customer service, which guess what had the same length of queues as the day before. I went on queue for another 5 hours (terminal A this time), and when I finally managed to talk to the staff, I'm told that I won't be able to fly before Wednesday. A long, and very difficult discussion took place. I asked to talk to one of the managers, who finally found me a seat in a flight on Monday at 3:50 PM (I think). I spent another night in Philadelphia airport, and at that stage, I felt homeless, I was offered a kit with a toothbrush and some soap by the airport staff. That's all they could do for me.

On Monday, I finally arrived to Las Vegas, my luggage were at Las Vegas Airport, and I finally managed to regain a bit of dignity. On my way back, I came very early at the airport (7:00 AM). I found out that my flight is delayed by an hour. I explained to your staff (at the luggage registration), that I may miss my connection. I'm told that I can't change my flight, but that I should be able to pickup my connection (the flight was arriving with delay at 20:25, and my connection was at 21:15). At the gate, I asked again, and the lady was very nice and helpful, and agreed to place me on the early flight. I was then able to pick up my connection, and fly to Dublin, I thought. The weather in Dublin was bad, so the flight was diverted to the Manchester airport. This time, US Airways booked us a hotel (The Radisson in Manchester Airport).

At the customer service desk, we were told to go to the hotel, and to call the number we were given. I called the number, and after 15 minutes on hold, the US Airways agent on the phone did not know what I was talking about, and transferred me. I was put on hold again, and the line got dropped. I called again, then the agent was aware of the situation, did a reservation on an Aer Lingus flight, early Monday morning, and told me to go back to the customer service desk, where I was earlier told to leave.

Once at the desk, I was told I could fly at night, if I wanted to, so I decided to take this option. I finally managed to arrive in Dublin on the Friday at 1:00 am with Aer Lingus. Never in my life I could I have imagined such situation, where so little support, help, and advice were available. The organization was disgraceful, the management was invisible, on the customer service desk, there was one staff doing nothing (supervising, I suppose). Some staff were leaving the desk, and there was then only 1 staff behind the US Airways counter, staff members were passing by the queues, without taking any action, that was a totally careless behavior.

How can they leave customers sleeping in an airport without their luggage, and without taking care of their condition for 48 hours (or even more)? How do they explain, that to get a seat in a plane, that I have already paid for, I have to get angry to one member of the staff, and finally get in touch with a manager, who like by magic, found me a seat? Were they trying to sell all these available seats to other people, although they should have assigned them to the customers, who had their flights cancelled? How can they be allowed to be in charge of thousands of people, and show so little competency and attention to them?

I lost 2 days in a hotel, booked in Las Vegas, and 2 days of car rental. But more than that, I spent 48 hours in Philadelphia, with no luggage and place to sleep. I suffer from eczema, and it gets worse with the stress, and my skin was burning . I normally use a specific cream, but as my luggage were not given to me, I was unable to use it. It was a very humiliating experience, and I hope that US Airways is an exception in this business, as I do not want to live this kind of experience again. In any case, I will never travel with them again.

My husband, toddler twins, and I were returning from a visit with a family in the Bahamas over the New Year on two US Airways flights (US1766 and US1052). The experience was the worst flying experience of my life, and I travel internationally 2-3 months of the year. With this letter, I hope you will ensure improved service by all of your staff, as they are the frontline of your business, and without good service, US Airways will cease to exist.

The day began with arriving 3 hours early for the flight, per recent guidance due to increased security to no staff at the check in counter. The check-in staff arrived an hour after our arrival, at which point, most people in line had used the computer check in, causing chaos in handing out the numerous checked baggage labels that had printed automatically.

Once we made it to the gate, we were boarded 20 minutes late and were greeted on board by the flight attendants urging all passengers to board quickly so we wouldn't miss our connections. After a relatively rapid boarding process, we waited on the runway for 2 hours, during which we were told not to get up and not to use any electronic equipment. No water was provided, and the crew treated us like cattle.

My toddler twins got restless about an hour into the wait, at which point, I opened the tray table to let them color and was told I was in violation of FAA safety regulations. I am unclear which FAA regulation mandates locking passengers on a plane with no water, unable to use the restroom, and not allowing children to entertain themselves. I would be surprised to find one that allows this.

After my son got sick on both flights during the landing, during which I was told by a US Airways flight attendant that we should request a larger bag in future flights to help them out, we arrived at the airport to find that our luggage did not make it. Our two car seats for our children were checked, and the attendant at the delayed luggage counter reluctantly found two car seat loaners after we reminded her that it is against the law to drive without car seats for 4-year-olds. It took her an hour to find these two seats.

The next day, today, we called to find out where our luggage was at 9am. We were told it was en route for delivery and should arrive within 4-6 hours. At 3pm, we called again, and again we're told it was en route, though this time when the call center representative attempted to contact the airport and the delivery service, they could not get in contact with either.

At 8pm, again we called, and again we're told it's en route. And again, there was no answer at the airport or the delivery service. This time the call center representative hung up on my husband. At this point we have no idea where our luggage is, we were treated poorly, and I would never fly US Airways again.