RE: US Airways Customer Relations - 2111778

Dear Krystal,

Thank you for replying to me. Believe it or not, I had forgotten which airline was responsible for one of the single worst flying experiences of my entire life. Having majored and received a BA in Psychology, my authoritative expert analysis for this phenomena is that my mind blacked out the trauma to protect itself, much like victims of Catholic priests. In case you are wondering, here is a short list of some previous horrible experiences flying:

1. On an international flight to Europe, I was in the lavatory and washed my face using the hand soap provided. My mistake, however the soap was not labeled. The skin on my face dried up so badly it blistered. Then I got sick on the quiche. Then we hit turbulence. Then my bags were lost for 3 days.
2. On another flight, I was assured that the leg brace on my left knee would not be an issue, as I would be seated just behind the bulkhead, isle section, which allowed enough room to stretch out one leg. I figured, left leg, left isle. No, right isle. Which meant I would have to bend my swollen, torn knee while my healthy leg stretched out. Or, tried to but it was repeatedly run over by the food service cart. And this was another flight to Europe.
3. A rainstorm cancelled all flights out of Vegas to Seattle. However, apparently flights leaving Vegas going to Portland were still flying (even though the rain issue was Vegas, not Seattle). So we flew to Portland and drove up to Seattle in a rental. Having stayed up 24 hours prior to this, it was definitely a challenge.

So there are three bad stories - and believe me, I've heard much much worse. To top this list, you would have to somehow put me on a flight where the plane sat in the gate for 2 hours, connected me on a now missed flight, transfer me to another flight taking off in 5 minutes, put that flight at the exact far end of my current location, have me show up on time with the plane at the gate, have the attendant tell me that the flight hasn't loaded yet, watch the plane taxi to the jet way thinking it was odd, then have the same attendant tell me that it wasn't my plane only to have a supervisor confirm that yes, I just watched my plane leave the gate, sit me at the airport for another 6 hours, finally get me home and lose my bags, recover my bags 2 days later but refuse to drive them out to me until you had a car going my way with other lost luggage so I wouldn't have anything for 4 days after landing. Mission accomplished.

I contacted the department of transportation because I know you tend to ignore the small folk like me - passengers - and really only care about one thing - the annual gov't report on worst airlines to fly. I contact you and my concerns get lost. I contact the government and as meaningless as one complaint may be, I see from last year that there were enough to put you guys towards the bottom - where I hope you stay indefinitely, or at least until you go bankrupt and close down.

But yeah, thanks for the heartfelt template apology email. Assholes.

Jacob

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From: Executive Office [mailto:executive.office@usairways.com]
Sent: Wednesday, August 01, 2007
To: Rhoades, Jacob J.
Subject: RE: US Airways Customer Relations - 2111778

Dear Mr. Rhoades:

The Department of Transportation, Office of Consumer Protection has forwarded a copy of your correspondence concerning your recent trip with us.

Please accept my apology for any inconvenience caused by the delay of your flight and for the difficulties you encountered while trying to locate your luggage. The experience you described is certainly not characteristic of the standard of service we strive to provide. Our customers deserve a pleasurable experience each and every time they fly with us, and I am sorry this trip did not meet your expectations. Your concerns have been thoroughly documented and your comments have been shared with the appropriate management teams to help us improve our service.

In the future, you may contact our office directly. Please forward your concerns via e-mail by going to our website at www.usairways.com. Go to "Contact US" then "Customer Relations" or via U.S. Mail to:

US Airways Customer Relations,

4000 E. Sky Harbor Blvd.,

Phoenix

AZ

85034

Mr. Rhoades, we appreciate and value your business. We look forward to exceeding your expectations in the future.

Sincerely,

Krystal Singleton

Executive Liaison

Customer Relations

US Airways

Comments

[Jon Palmer]

#3 sounds really familiar to me. Also dont forget about an airline going out of business 24 hours before our flight to Vegas.

[Jon Palmer]

#3 sounds really familiar to me. Also dont forget about an airline going out of business 24 hours before our flight to Vegas.

[Jon Palmer]

#3 sounds really familiar to me. Also dont forget about an airline going out of business 24 hours before our flight to Vegas.

[jacob rhoades]

Like I said, I forget the names of all these shitbag airlines. Just go Jet Blue and pray when I have to fly someone else.

@Katie - "executive liason" aka "corporate intern"

[Katie]

I thought it was hysterical that in the response, Krystal was like, "Next time please don't go over us to someone who could really get us in trouble...let's just keep it in the family, shall we?"

Typical corporate bastards.

And what do you suppose "executive liaison" means?

[Jessica]

Flying them once to Jamaica was enough for me. When an airplane has to stop in Denver because the fuel lines from their auxillary tanks stop working and then leave you on the tarmac for 3 hours AND lose your bags, that's enough for me. I won't give them a second chance.
Nice of you to give them 4 chances.

[Jayson McIvor]

Out of all the domestic travel airlines, I find Continental to be the best plus a direct flight to Newark. Abroad I tend to use Northwest as there are direct flights to Amsterdam and from there I can hope on another plane.

If you go mileage, go with Northwest/Continental/Delta/Alaska as you can earn miles on all 4.

I personally hate US Airways. We took them to Jamaica years ago and they was enough for me.

Pretty comical experience you had though!

[John]

I've flown US Airways a couple times, but only because they're a customer of ours and paid for the tickets.

Gotta agree with Dave. Despite the horrible experiences you outlined in 1, 2 and 3, you gave them your business a 4th time?

I've been happy with Alaska, Northwest, and Delta. Air Canada was also pretty nice.

John

[tara]

wow... that is actually beyond amazing. sheesh. i hope they write back.

[davemartin]

Yeah but seriously, all this shit was still YOUR fault. US Airways? What the hell were you thinking?

Next time you go to the airport, ONLY enter the ticketing line that says one of the following:

"Delta"
"Continental"
"British Airways"
"Virgin Atlantic"

That is all.