Complain about a product or service

USA 3000

Thomas of Medford, NY October 27, 2009

Below is a copy of the complain email to which the airline has not responded.

I write this letter at 2AM in the morning to advise you of what a horrible experience my daughter and I had with your airline earlier this evening. My daughter was a patient at the Cleveland Clinic these past two weeks and had an operation which thankfully was successful. We (me, her Dad) booked a flight home to Naples, Florida on Flight 422 leaving Cleveland at 9:15 PM for arrival in Fort Meyers at 11:59 PM on October 22, 2009 . Upon arrival over two hours prior to the flight, we went to the counter to check-in and there is where our problems began.

I booked the flight the evening before via computer for both of us and requested a wheelchair as my daughter could not walk a distance. I also confirmed the wheelchair via a phone call after booking the person on the phone never mentioned that we needed medical clearance. At the counter, I asked about the wheelchair and the counter person asked why she needed one and I advised him because she had an operation and needed assistance to the gang way. When he heard this he asked what the operation was for and I did answer (which actually was none of his business). He then asked if she had medical clearance to fly, I said the doctor told us she did, He then wanted a medical note saying that she could fly.

Now, here it is 6:45PM and he wants a medical note! No one and I repeat no one, told us we needed such a note. Also no where in your literature does it say that we had to have one for a wheel chair. I asked to speak to his supervisor and he told me that he WAS the supervisor and he would not let ius on the plane without a note. The reason-corporate. In the meantime, the line behind was getting longer and there were two people, I repeat two people in wheelchairs, and he did NOT ask them for a note???????

I called the 877 number and received a supervisor (Ian), who said that it was up to the counter person to make a judgment on such matters and he couldn't supersede him (more corporate nonsense). In the meantime, I called the Cleveland Clinic and actually spoke to the surgeon who then spoke to the counter person. He would not accept a verbal form the physician and when I took the phone back and spoke to the doctor- even he couldn't believe it. He never heard of such a request and was very angry himself. Now this is a physician from the number 4 hospital in the country and your counter person would not accept his word. I actually took the physician from care of patients for the request by this guy to fax a note to the counter. After another stressful 45 minutes, he did fax it to which your counter person told us we could get on the plane.

This was my first and LAST experience with your airline. NEVER, have I, or any member of my family been treated so harshly and cruelly by an airline employee. Forget your corporate nonsense, what about the human aspect (which I mentioned to this person). Understanding people and situations should be part of the training for your employees. It should be mentioned that after receiving the fax he did place us seated alone in a row of three (the only human side of our treatment). I believe his name was David A (spelling).

Romeo of Lodi, NJ May 26, 2006

On May 4, 2006, my son and I had a USA 3000 flight booked for Ft. Lauderdale, FL. What began as a business trip ended up being one of the worst airline experiences anyone can ever have. A series of events ranging from lack of assistance at the airport terminal to poor customer service at USA 3000 led to the loss of thousands of dollars on my son's business trip for not making it on time.

The USA 3000 flight for Fort Lauderdale was due to depart at 3:35PM on May 4, 2006. We arrived an hour before the flight departed and to our surprise, USA 3000's check in counter was nowhere to be found. Their policy states that their check in counters close at least 30 minutes before a domestic flight is scheduled to depart. We arrived an hour early and no one was able to tell us why they were closed. When contacting USA 3000 by phone, they told us there was absolutely nothing they can do, and if they had any questions or comments, we can contact a separate USA 3000 phone number that dealt with these situations. The phone number was a voice mail system that states the caller will be contacted within 2 days after leaving a message. To this day, after leaving several messages, we still have not heard from USA 3000.

My son had to meet with clients the minute his flight was due to arrive in Fort Lauderdale. With the USA 3000 check in desk closed and no live sales rep able to assist us, we were forced to pay for one-way tickets from Continental Airlines costing $236 each just so we can arrive on the same evening. Finally arriving at around midnight that same night in Fort Lauderdale, all of my son's appointments and meetings were missed, humiliating him and his company.

Absolutely nothing has been done by this company to compensate us in regards to our experience. From unexpected financial losses to the feeling of embarrassment as a representative of a company, my son was heartbroken at the fact that nothing was done by USA 3000. Something needs to be done about this. Attached are copies of original ticket confirmation for USA 3000 and the purchases made for the back-up Continental Airlines flights. USA 3000 must be responsible for additional costs for the new flights, original flight that was lost, and any court costs in regards to this matter. Romeo Duran

Cynthia of New Lenox, IL September 26, 2005

On September 11, 2005, I received a call from a customer service representative telling me that my flight was canceled. (Flight from Chicago to Orlando, round trip, on Oct 4th - Oct 14th ) I couldn’t even get a good reason from anyone on why it was canceled - I was told it was due to the hurricane. As far as I know, the hurricane didn’t even hit Florida. And if that is the case how come you have flights from Chicago to Ft. Meyers & St. Pete’s? Or Cleveland to Orlando? I don’t understand.

In any case, finding a flight to fit a family of 4 three weeks prior to vacation was no easy task. I had to pay an extra $300.00 for a flight and our family is split up. Not good when you’re traveling with 2 young children! I was also told that a refund would be issued in 72hrs. It’s been over a week and I still haven’t received it yet. This is a big problem because I paid in cash, had to pay for new tickets (which cost more) and I will be traveling in a week and the refund is needed for our trip! I wonder if anyone has received a refund yet?

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