Botched Flight: First Time!
Never had a botched flight. Ever. And this in good weather from San Antonio, Texas to Phoenix after a superb time in San Antonio.
Travellers’ Caution
We’ve been on overseas flights roughly 70 times and around the U.S. dozens of times during all seasons in all types of weather. We’ve never had a glitch with an airline until January 2012. Lucky with our flights through the years? Perhaps. However, the handling of a schedule glitch by US Airways seems inexcusable.
US Airlines captains and in-flight crew are fabulous.
However, the ground service is a nightmare. NEVER have we missed connections due to an airline’s scheduling. US Airlines knew for two weeks that Phoenix runways have been a nightmare due to construction, yet no warnings were presented so that people could change travel plans if need be and no arrangements were made for managing to get people from an incoming flight to an outgoing flight.
Dozens of people missed connections from Phoenix to other cities; we flew in late from San Antonio and missed the last flights of the night by 10-20 minutes. Through the years, airlines such as American or United held connecting flights to enable passengers to make connections.
There were no weather problems – clear skies all the way across the U.S.
No accommodations were provided for stranded passengers. 50% discount vouchers were given, but the missed connections were the airlines’ problem, NOT the passengers, so accommodations should have been covered by US Airways. Many passengers were on tight budgets who could not afford another $50 or $100 plus meals. Dozens of us slept in the airport, including this young man who was bringing flowers home.
We have NEVER slept at an airport all night. US Airways made excuses as to why it wasn’t their fault, including blaming their late arrival on the Federal Government.
Several passengers were seniors on tight budgets. Even if we had funds, the problem emanated from the airlines, NOT the passengers. One senior was trying to get to his ill 90+ year old father in British Columbia. Because of US Airways’ unreliability, he opted to go home saying that he would never fly again. A woman traveling with a small child was stranded (although I believe US Airways finally funded her room . . . one can only hope). Another young man said this was the first time he’d flown in years and adamantly said he would never do so again.
Ground personnel made excuses: NOTHING was the fault of US Airways. Really?
US Airways’ ground staff, with the exception of one man/manager, was uncaring and babbling excuses. In their defense, I’m sure they were tired as this had been going on for two weeks and your ground crew’s hands are tied. We asked the airport police if they could do anything. Civil rights? Senior rights? Anything? The response was “no,” but they said that US Airways received many complaints and suggested safe places to sleep in the airport. Other personnel in the terminal indicated that US Airways has a poor reputation with workers at Phoenix Airport; they indicated that there are many complaints about US Airlines’ service, more than any other airline.
Around 7 a.m. Saturday, one ground crew blithely explained away US Airways customer service glitches. She became overwrought as we indicated that we don’t buy it. She went to a supervisor crying while saying that the planes were threatened. That is ludicrous. What was said is that US Airways’ operations were so sloppy and penny-pinching that the safety of the planes themselves became a concern. When she was asked, “Where else is US Airlines cutting costs? Are the planes safe? Is there a danger that one will go down?” She stormed off. A supervisor came over and threatened to call airport security. Because complaints had already been offered to airport police regarding US Airways lack of concern for their passengers, she was encouraged to call them again.
If anyone out there — other than US Airways personnel — has a positive experience with that airline, PLEASE include it here. We appreciate balanced views.
February 1, 2012: A note from US Airways Customer Relations suggests that the late flight was out of the control of US Airways and that no compensation would be offered. However, they are escalating the issue to management so the jury is still out. Interesting. As mentioned, US Airways has had flight problems for two weeks so wouldn’t it be logical to warn passengers, or recommend going through another city, or accept responsibility and cover lodging and food for the night?
Tags: botched flight
