Complain about a product or service

US Airways

James of Falls Church, VA April 1, 2007

There can be no adequate reason or excuse for what happened at DCA (National Airport DC) this morning, April 1st 2007. Over three hours of waiting to check-in for an internal flight. NO evidence whatsoever of US Airways management of any description to deal with the distress and huge number of passengers and the confused long lines. Not one single, solitary public announcement the whole time from USAirways, no attempt to manage the lines, no presence of USAirways staff at all except behind the besieged and undermanned check-in desks, the US Airways service there augmented by airport police!

No attempt to apologize or explain what was causing the delay. A 100% failure of management who one must assume care nothing for the passengers who fly with the airline and ultimately pay their salaries. It was April Fools Day, and given their treatment of the many hundreds (maybe even thousands) of passengers they were the fools for entrusting their travel needs with US Airways on this day.

M. Rusert of West Hartford, CT March 19, 2007

Flight 3333 cancelled on 3/18 due to weather although the weather was clear as a bell throughout the system for 48 hours. Rebooked on flight 8 hour later. After checking in (flight 967) I learned that the plane was not available. The plane finally arrived. But.. there was no staff to fly it. So we waited some more for a crew to arrive. Upon landing in Washington (2 hours late) we sat on the tarmac waiting for a crew to move planes off the concourses. Finally, I went to the luggage area only to find complete chaos. Luggage finally arrived on the carousel at 12:15 pm. A total of 12 hours afer my original scheduled flight and 3 hours late on the rescheduled flight.

All of this was bad, but made worse by:

1. Lack of communication. I checked online to find that my flight was cancelled - it advised me to call their 800 number for further directions. I called them and only got busy signals. So.. I called other USAIR numbers until I got one that would let me stay on hold (was on hold over 1 hour). The rescheduled flight was delayed 15 minutes at a time thus preventing me from making alternative arrangements.
2. No one had a clue what was going on in the baggage area leading to wandering passengers aimlessly searching through mounds of luggage.

Kelly S. Kozak of Auburn, NY March 18, 2007

I had purchased a ticket to fly from Syracuse, NY to LaGuardia Airport in NYC, but had to change my flight as my school changed the location of a conference I was supposed to attend. I called US Airways to change the flight and was told it would be a 100.00 Fee to change the flight. After having waited on the phone on hold for over two hours, I was quite upset. I asked to speak to a manager to explain my frustration with having to change my flight, in addition to having waited two hours on hold and being told I would have to pay 100 to change flights. When the manager finally got on the phone, she was extremely snotty and offered no assistance whatsoever. She indicated that there was NO WAY to reduce or waive the fee. When I attempted to discuss the options of switching tickets she became more rude and annoyed with me.

I am a student who is in a six year doctoral program who would have used US AIRWAYS each month to go back and forth to Manhattan. Now, I will NO LONGER use US AIRWAYS. They are the first to oversell their flights, but is not accommodating when customers have uncontrollable circumstances where flights need to be changed.

Andrea of Rochester, NY March 6, 2007

I have tried to make or change reservations with US Air at least a dozen times in the past month and each time the wait times are long and the agents are not knowledgeable. Tonight, I was on hold for over 90 minutes before an agent came on the line and somehow disconnected me without dealing with my issue.

Besides my time, i am not able to change a flight that I need changed. I bill my time out at 150/hour for consulting services; I will need to try to contact them again during the day tomorrow and forfeit billing time for it.

Donald J Kane Jr of White City, OR January 30, 2007

Flying home Christmas eve with nephew, flight cancelled Christmas eve in Las Vegas, and US Airways saying they cannot get us to Medford Oregon (home)until after Christmas, 26th or later. Had to rent car (in the am) and drive 13 hrs home for Christmas.

Jon of Indianapolis, IN January 8, 2007

Just when one thought airline travel couldn't get any more miserable...U.S. Airways has introduced captive-audience advertising to each and every flight. That's right, in the last 20 minutes of every flight we have to listen to a flight attendant, hardly a professional voice-over actor, use the intercom system to detail the virtues of the new Bank of America-U.S. Airways Visa card. The spiel goes on for at least five minutes. There's no way to avoid or ignore the intercom commercial. We are literally forced to listen to the message, flight after flight after flight. U.S. Airways Silver, Gold, Platinum and Chairman's Club members...write, call or e-mail U.S. Airways and tell them if they don't stop this invasion of our space you'll start flying another airline.

Bruno of Santa Barbara, CA December 29, 2006

We were traveling on Dec. 23 from LA to Durango colorado, for the holidays. After being delayed in LA for 90 min. and being told that we would have no problem making our connection from Phoenix to Duarngo Colorado. we missed the connector by 10 min. After waiting in customer service for 2 1/2 hours, were we told that they would put us on stand by in the morning. At 1:30 in the morning, we were offered a 5 coupon for a hotel, but told to be there at 6am. Deciding to pass on the worthless coupon, sleep in the baggage claim until the morning.

At 9 am, we were told that they would not promise us a flight for 3 days,thus missing the holiday that we planned> We then decided to rent a car for 164,and drive 10 hours to Durango, after paying 1348.38 for two tickets.They lost my bags for 48 hours, arriving at 10pm on christmas night. The took our bags and put them on an united airlines differant airlines (real safe)

On Thursday morning, was in a head-on collision, where my father and sister had to be air-lifted to denver for neuorlogical testing. My father will be in the hospital for 10-14 days. We immediatly had to change our flights back to los angeles, instead of going onto the rest of our journey to saltlake city, utah. We were on the phone for 45 min, before being hung up on for the first of 3 tries. The second try, Chris was put on a flight to LA, and I was put on a different flight to Minnesota. After complaing that he had the wrong name and destination,50 min later they hung up.

Michele of Franklin, NH December 27, 2006

It always amazes me.  When you have a flight from Phladelphia to Manchester, get to the airport two hours early, your bags are marked Priority and when you get to your destination, you only get one of two bags. When flying on US Air, I spend more time without my luggage than I do with it.

Janna of Richboro, PA December 15, 2006

US Air's website clearly states that you can purchase a ticket for travel within the continental US for 25,000 frequent flyer miles. But when I called for a flight in February of 07, even though there are no blackout dates during that month, NO flights were available for that price. Instead it cost 50,000 miles. When I asked what on dates I COULD travel for 25,000 miles, I was told they could not guarantee any reservation for that number of miles. Never? I asked, even in July? Never was the response. So why are they advertising that you can get a ticket for 25,000 miles?

Sandra of Mount Holly, NC December 1, 2006

I checked in for my direct flight from Las Vegas to Charlotte at 5:00 A.M. for a 7:30 A.M. flight on Thurs. Nov. 30th with a US Airways employee who was the attendant at the curbside check in. After giving him my 1 piece of luggage and a 5 dollar tip, he gave me a hard copy ticket and my baggage receipt. I arrived in Clt at 2:30 P.M. My luggage did not arrive. US Air said that it should come in on the next flight which was at 6:40 P.M. Well, it's Friday, Dec. 1st and I have left several messages at the Charlotte location and have called their 1-800 number and have spoken to many individuals who apologize but say they cannot help this number by the way is in Guadalarja Mexico.

I do not know why my bag is missing since it was a direct flight and I was at the airport 2 1/2 hours early!! My bag had a bright yellow tag with my name/phone number, etc and inside my bag their is also identification. I don't understand why I am being treated with no respect and why no one at US Airways will help me. I have a lot of valuable items in my bag that mean a lot to me including my eye glasses, which would not fit into my laptop bag so I had to pack them. The last person I spoke to tonight at 9:20 P.M. (Jackie) said she would check with the United booth at the Clt airport and call me back in 15 minutes. Needless to say, my phone has not rung.

The major consequence is that I cannot see once I take my contacts out, which I need to do every night. The loss of my bag with it's contents is making me physically ill and the frustration that I feel for US Airways is unbelievable. I cannot believe that they are not accountable when I paid for such a high airfare to begin with and I have no choice according to them but to check my baggage. The amount of items in my luggage exceed 2000.00 most of which I will not be able to recoup once a claim is made for the lost bag.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Follow us on Twitter.

Back to the top | Travel