US Airways Customer Service

Flying in this airline and American Airlines is one of the worst experiences. In 5 weeks, I’ve had to deplane 3 times because of maintenance issues. What is worse is that they can never find a replacement plane and I end up arriving hours later. Even in cities like Charlotte and Miami, which serve as their main hubs. As frustrating is the fact that you make a reservation in 1 of the 2 and they operate each others flights without your reservation making it to the sister airline. All of this is REDICULOUS when you spend thousands of dollars traveling. Other airlines in the market offer better service and are more reliable.

I am very very annoyed with US airways/​American Airlines. These people are very unprofessional and do not know what they are doing! Or they do not care. 0 customer service at this airline! I would not recommend this flight to anyone! NOT EVEN my worse enemy. After a very stressful week I had been waiting for My flight to Wilmington nc (from Charlotte) so I could accompany my father for heart surgury… The airline changed the gate and did not make an announcement! The name on the gate also did not change… After feeling worried about the plane not arriving… I go up and ask the gate agent and she laughs and said the gate changed! So I run from very far away to gate e12 to see my flight still there… But apparently could not be let on as my name was called and the ticket was given to the stand by passengers?! So why pay then right?! Unbelievable! This is the fist and LAST time I fly this very unhelpful airline! I though I would give it a try… I thought wrong. I travel all the time because of work and family being in another country… This has never happened in my 26 years of flying with other carriers! When I finally found the customer service counter the woman was much nicer but not apologetic at all. Because of their mistake I am missing my father’s surgery and he will be going under alone now. Thank you United for ruining my year! But let me guess… You don’t care. Don’t fly with them people! DELTA to Wilmington via Charlotte is much much better

Is there a zero? First we started off in San Diego and were delayed for an «engine jump» for 50 minutes waiting on paperwork to apparently be delivered to the cockpit for 30 minutes. When we landed in Phoenix we were on the other end of the wrong terminal with a connection leaving in 15 minutes. No call to our gate or the gates of over 50 passengers about to cut it close. When we ran and arrived at terminal b22 flight 2809 Karin K. was working the door. Our flight left at 8:48 and it was 8:39. She left to close the door and would not let us on even though the flight crew was getting on and they will still loading in bags in the back. Absolutely absurd that is this airlines fault we were running across terminals and she wouldn’t let us on. They could have called over to the gate to keep it open, she could have asked the captain or anyone. Karin was immediately rude and I’m not just saying this because our day was ruined, but disrespectful and cold. An older woman with no tact or care. I sat with my husband and in-​laws and another older woman with us air walked over and Karin began mocking me with phrases and gestures to her regarding our concern and making faces gesturing at me. I noticed and heard her and mentioned that she worked with US airways representing the company and what she was saying was wildly inappropriate. I will NEVER fly US air as long as I live after the lack of customer service and courtesy that we experienced. The plane even pushed off 10 minutes late. Oh and wait… it is now 9:22 and the plane is still on the tarmac Thank in front of the gate… lol. Karin… perhaps time to retire or get out of customer service and a job that requires smiling. Look at all of the one star reviews compared to United and others. Says a lot.

Rather than write a review, here’s the long version of the letter I just sent to their costumer service. We can probably title it «Never Again» :
Dear USAirlines/​American Airlines,
I cannot begin to convey how frustrating and annoying traveling with your airline was this weekend. After spending over $ 1000 with you for my girlfriend and I to attend an event in North Carolina, to have your employees and company be completely disinterested in providing a decent service or compensation for your inability to do so is very telling as to how you are as a business and moreover, as human beings.
It began when I received an email late the evening before my flight stating that it had been delayed by 45 minutes for NO REASON GIVEN. But to maximize the inconvenience and poor service, I was told that I should still arrive at the original departure time just in case the flight should accidentally leave as scheduled. The next morning when my friend was driving me to the airport and asked which terminal, he told me that he would NEVER fly US Air again due to an experience he’d had previously. This did not fill me with confidence. Needless to say, his experience was shown to be your common practice apparently as after arriving there and watching the new departure time come and go and seeing not only my gate backup with late flights but at least two other gates as well, it is obvious that you really have no interest in providing good service or want returning costumers.
I would periodically hear a woman come on over the loud speaker and tell us that our flight was delayed due to «crew rest requirements» which did nothing to make anyone feel better. No one was sure how your inability to schedule flights in such a manner so as to meet regulations and still have flights leave when promised was an adequate excuse for ruining our travel experience for which we paid handsomely.
While waiting the 2 ½ hours for my flight, the many subsequent robo-​calls telling me that my flight was now scheduled to leave 8 minutes from the time of the call when there was clearly no plane to be seen or crew waiting near the gate was not really much of a comfort. Neither was the women who kept telling us over the loud speaker of the poor scheduling on your part over the intercom while constantly instructing the crowd of standing room only, backed up passengers of multiple flights to «have a seat’ when there were OBVIOUSLY no seats or even floor space available. Even better, for the first two hours she NEVER ONCE apologized for the inconvenience. It wasn’t until a second woman apparently came on shift to report the bad news to us that we were finally offered a conciliatory word.
Once we were finally able to board 2 ½ hours later, the crew, obviously annoyed by having to herd us onto a plane that was going to make them late for whatever dinner plans they had waiting for them in Charlotte, went about their business. Was there any offer of free snacks, perhaps some peanuts, for our inconvenience? OF COURSE NOT! In fact, they only had two of the items on the menu even available. Sorry for the wait, now here’s practically nothing for you to buy to eat!
This was capped off by the lovely 45 minute wait on the tarmac in Charlotte for good measure because the Charlotte airport also could not immediately make accommodations for your inept business practices.
The ride home, Flight 1975 was slightly better in that we only had to wait about 15 minutes for a flight attendant to show up late. That was the announcement, «We will leave as soon as our last flight attendant gets here.» At first I wondered if he would be reprimanded or perhaps given a stern talking to but, what was I thinking? By your standards, he was early!
I have sent this email to costumer service and I eagerly await the deafening silence that is to follow.
Oh and I just received an automatic response from to my email telling me if I had an issue that I should contact their 24hr customer service. I’m assuming that would be the 24hr customer service that I for to mention in this email that I DID call while at the airport, that had a recording that told me they were (no surprise) experiencing a greater volume than normal of calls and to call back later after which, it hung up on me. NICE!

I honestly feel that USAirways is the worst. We have had two issues on two separate flights and no one even thinks to offer money back or any other form of «we’re sorry.» On one plane, they closed the doors, as they watched us run up to the gate because our previous flight had run late. And then refused to let us on and we had to wait four hours for another flight. The next trip, we were stuck on the Tarmac for two hours, just to be asked to get off the plane and no one had an answer as to what would happen next. Finally they located another plane for us to take, 4 hours later. And there was no apology or reimbursement which blows my mind. What other profession is allowed to consistently have issues and not do what they are supposed to, yet still continue to run? It’s mind boggling

The whole us airways and American Airlines merging seems to be a mess. I have been in delay after delay, hearing excuses after excuses.
A number of passengers have missed there connecting flights all day today.
I was told that I may not have a seat, because the airline overbooked. Unless I arrived at the gate which was on the other side of the airport 45 minutes before hand. I arrived at the gate 1 hour before. The attendent was rude. She did not even let me know I had a seat, I had to look at the ticket.
I have sat on the runway for over an hour at two different airports all day. For no reason. I have been told by the pilots that the delays are because of weather and or traffic all day.

No Stars, the gentlemen at the booth this morning was so very ride to customers and his coworkers, wouldn’t even look up. I asked him a question and his answer was not clear to me and he got so very rude. Not to mention there was a mix up with my seats due to a online malfunction and I got stuck on a red eye flight in a seat that did not recline. This airline gets no stars and I will do my best to Never ever fly with them again and tell all my friends to abound U.S. airlines