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I Almost Liked USAirways  
User currently offlinedaviation From , joined Dec 1969, posts, RR:
Posted (2 years 11 months 1 week 1 day 7 hours ago) and read 3240 times:

USAirways periodically takes a bashing on this forum. And I've said several times that something always happens to persuade me to avoid US whenever possible. However, sometimes the price/schedule is too tempting.

I've had all kinds of inconveniences on US: missed connections, lost luggage, hostile gate staff, chaotic boarding procedures, filthy interiors, busted seatbelt, inability to open aircraft door, etc.

Last week, I flew SWF-PHL-FLL, then FLL-PHL-PHL-SWF. That's not a typo; PHL-PHL is correct.

The SWF-PHL was an Air Wisconsin CRJ. Great flight, My connection, however, had been changed from one hour to three hours because of a timetable change. Argh. But I passed a gate that was boarding for FLL, asked the gate agent if there was room, she said yes, and voila, I was on my way. Kudos US! Great flight on the A-320 down to FLL.

Return FLL-PHL, another great flight on an A-321. It was lightly loaded and I had a whole bank of three to myself.

On to the F-gates for my connection on a Piedmont DH-8. The F-gates are going to be renovated; they sure need it. My flight was delayed one hour for maintenance. A crowd of 6-8 mechanics around the nose-gear. Announcement that flight is boarding (the third announcement; the first two were false alarms) but lav is not working. No big deal. Short flight. Took off into the beautiful Phillie night sky. Headed to the snowy Hudson Valley. Descent. Gear down. Gear up. Ascent. Announcement that due to 'asymmetrical' thrust/wheel/brakes' (?), we cannot land on any contaminated runway and SWF was reporting light snow.

Back to PHL. F/A announced that gate supervisor would board upon landing to direct us. Landed. Gate supervisor refused to board. Shouting match between supervisor and F/A, and then first officer. Debarked. No one in the terminal had a clue why we were back. No general announcement, no directions. Each passenger just got back on line to face the bored and hostile gate agents to explain the story.

Rebooked on next flight to SWF via Air Wisconsin CRJ. Flight delayed one hour. Original arrival time at SWF: 6:30pm. Actual arrival time at SWF: midnight.

How did US blow all of that goodwill from the first three flights? The flight/cabin crew were excellent, beyond the call of duty. The F/O said that he was reluctant to take the aircraft with an M/E/L to SWF when they were predicting snow, but the dispatcher insisted. And this particular DH-8 had just come from overhaul.

24 replies: All unread, jump to last
 
User currently offlineairportugal310 From United States of America, joined Apr 2004, 3719 posts, RR: 2
Reply 1, posted (2 years 11 months 1 week 1 day 6 hours ago) and read 3223 times:

It's always about how a company fixes a wrong, when it should occur. If a company does it right, most people will overlook it and continue using their products and services.

Muck it up, like above, and you get the wrath.



I sell airplanes and airplane accessories
User currently offlineRamblinMan From United States of America, joined Oct 2010, 1138 posts, RR: 1
Reply 2, posted (2 years 11 months 5 days 6 hours ago) and read 3067 times:

Quoting daviation (Thread starter):
Kudos US! Great flight on the A-320 down to FLL.

Even a broken clock is right twice a day.

Quoting daviation (Thread starter):
No general announcement, no directions. Each passenger just got back on line to face the bored and hostile gate agents to explain the story.

Aaaaaaaand there's the USeless Airways I know all too well.


User currently offlinePI4EVER From United States of America, joined May 2009, 706 posts, RR: 2
Reply 3, posted (2 years 11 months 5 days ago) and read 3019 times:

Aah. Brings back memories (not fond) of why I no longer fly US. I left as a Chairman's Preferred due to many reasons; however, when you have 60.8 million people choose to buy your product (as in passenger boardings in 2011) there is little incentive to be exceptional in your accomplishments.
As one senior US Manager commented to me in 2007. "We continue to succeed in spite of ourselves."
Vote with your wallet.



watch what you want. you may get it.
User currently offlineTOMMY767 From United States of America, joined Aug 2003, 6936 posts, RR: 9
Reply 4, posted (2 years 11 months 4 days 22 hours ago) and read 2986 times:

I mean, a whole row to yourself -- you can find that on almost any domestic carrier. One time I had a whole row to myself on SFO-EWR on UA not in E+ on a 757 and it made it that much better.


"KEEP CLIMBING" -- DELTA
User currently offlinedaviation From , joined Dec 1969, posts, RR:
Reply 5, posted (2 years 11 months 4 days 10 hours ago) and read 2923 times:

Quoting TOMMY767 (Reply 4):
I mean, a whole row to yourself -- you can find that on almost any domestic carrier.

True, but I've had the opposite experience too. On a Delta LAS-ATL 757, Mr & Mrs Buffet Table sat next to me and I thought the cabin crew would need special equipment to remove my squashed body from the window seat. I'm a very tall guy, so I'm always grateful for any extra room.

You know, I keep thinking.......when US gets things right, they're just fine. But when they screw up, they really make a melodrama of it. This particular trip - the dispatcher coercing the pilots to use MEL equipment, the aborted landing, the shouting match between flight/cabin crew and gate staff, the utter lack of direction - it really makes you wonder what the hell is going on there. Several years back, US misplaced my baggage at PHL too - I stood on line for over an hour to file a claim with the ONE agent on duty. Then it took them 48 hours to return the luggage.

I don't think all the consolidation in the industry is going to help matters. When there is less competition, the companies have even less incentive to treat their customers well.


User currently offlineRamblinMan From United States of America, joined Oct 2010, 1138 posts, RR: 1
Reply 6, posted (2 years 11 months 4 days 9 hours ago) and read 2907 times:

Quoting daviation (Reply 5):
I keep thinking.......when US gets things right, they're just fine.

This is why I don't judge a carrier based on the service when everything went smoothly. I judge a carrier based on how they handle the multitude of problems that arise in aviation.

Planes go tech. We all know that, and I'm not going to get out of joint over it. But when you make me stand in line for hours for a new ticket and a hotel voucher...then I get angry. And unfortunately, a mechanical problem followed by a downright painful re-booking is a trend for me when I fly US. And that, in a nutshell, is why I bash them on this forum and will avoid them for the foreseeable future.


User currently offlineMaverick623 From United States of America, joined Nov 2006, 5747 posts, RR: 6
Reply 7, posted (2 years 11 months 3 days 17 hours ago) and read 2851 times:

Now you know why even employees avoid PHL like the plague.


"PHX is Phoenix, PDX is the other city" -777Way
User currently offlineTOMMY767 From United States of America, joined Aug 2003, 6936 posts, RR: 9
Reply 8, posted (2 years 11 months 1 day 10 hours ago) and read 2723 times:

Quoting RamblinMan (Reply 6):
Planes go tech. We all know that, and I'm not going to get out of joint over it. But when you make me stand in line for hours for a new ticket and a hotel voucher...then I get angry. And unfortunately, a mechanical problem followed by a downright painful re-booking is a trend for me when I fly US. And that, in a nutshell, is why I bash them on this forum and will avoid them for the foreseeable future.

That's where US fails and UA thrives. One time I had a 757 go tech on me connecting to EWR out of ORD and they gave me a free hotel room and meal vouchures -- no questions asked.

Although I kind of cheated a bit. While everyone was scrambling in ORD waiting in a ridiculously long customer service line, I went to the RCC and made them do it.  



"KEEP CLIMBING" -- DELTA
User currently offlineWROORD From United States of America, joined Mar 2009, 972 posts, RR: 0
Reply 9, posted (2 years 11 months 22 hours ago) and read 2679 times:

I flew with them on Jan 11th on ORD-PHX and there was nothing worse or better during the flight. There is no IFE on domestic planes, but we had a brand new A321. Gate agents were a bit wacky ordering the last two boarding groups to gate check their carry-ons despite plenty of room on-board. I was a bit irked about that especially that you had to claim your bag at the baggage claim. Other airlines give it back to you at the gate after landing.

User currently offlinethegman From United States of America, joined Nov 2008, 687 posts, RR: 0
Reply 10, posted (2 years 11 months 22 hours ago) and read 2675 times:

Technically, you were dealing with a different airline entirely. Piedmont does all the ground handling and gate work for the express side in PHL, and Piedmont also operated the dash-8 you flew on.

User currently offlineMaverick623 From United States of America, joined Nov 2006, 5747 posts, RR: 6
Reply 11, posted (2 years 11 months 19 hours ago) and read 2661 times:

Quoting thegman (Reply 10):
Technically, you were dealing with a different airline entirely.

Technically, he wasn't. Piedmont is wholly owned by US Airways.



"PHX is Phoenix, PDX is the other city" -777Way
User currently offlineRamblinMan From United States of America, joined Oct 2010, 1138 posts, RR: 1
Reply 12, posted (2 years 10 months 4 weeks 1 day 6 hours ago) and read 2579 times:

Quoting Maverick623 (Reply 11):
Technically, he wasn't. Piedmont is wholly owned by US Airways.

Besides that, it was a US-marketed flight and part of a US itinerary. He was US's customer, and I am getting pretty sick of airlines and their apologists shirking responsibility for bad customer service because the flight just happened to be on a regional.


User currently offlinevatveng From United States of America, joined Jan 2004, 1011 posts, RR: 1
Reply 13, posted (2 years 10 months 4 weeks 2 hours ago) and read 2522 times:

Quoting PI4EVER (Reply 3):
"We continue to succeed in spite of ourselves."

That pretty much sums up US Airways.



Visited VA,NC,PA,SC,FL,GA,OH,AL,TX,TN,CO,CA,UT,NV,NM,IN,KY,MD,MO,CT,MA,NH,ME.
User currently offlinedaviation From , joined Dec 1969, posts, RR:
Reply 14, posted (2 years 10 months 3 weeks 6 days 9 hours ago) and read 2485 times:

I don't want to keep harping about these flights since I fly all the time and this was just the usual US poor service.

But I can't help thinking about that first leg of my trip, for which I first congratulated US. Because of a timetable change, my original one-hour layover was scheduled to be three hours. I had literally strolled through the terminal and just happened to see a flight to FLL. As it is, I made the connection (after asking the gate agent to book me on this flight) with plenty of time. If I walked quickly, I would have had time for a quick breakfast! Why didn't US automatically book me on that flight? If I hadn't seen the flight and asked, I would have sat in PHL for over three hours, and for no reason at all.

On that ill-fated (well, not really; I'm still alive!) PHL-PHL segment, the passengers weren't exactly paragons of good behavior either. One middle-age man whipped out his cellphone during the flight and began a loud conversation with someone on the ground. Everybody stared at him in shock; I said, "you know, that's not legal to use your cellphone in flight." He feigned ignorance and said he would confirm my statement with the flight crew. I beat him to it; when the F/A came through, I said "this gentleman wants to confirm your policy about cellphone use in flight." Luckily, I'm a very big guy, but this idiot looked like he wanted to punch me. During the mechanical delay, he asked the gate staff if the mechanics were 'practicing on their toys.' A real comedian.

When we landed back in PHL, some tall tart got ahold of the F/O and blasted him for causing the aborted landing. He said, "listen, I've done my job and I'm just helping out the folks here, which I don't have to do. But if you're abusive, we can call the police over here to answer any of your questions." He was exactly right, and that shut her up pretty fast. For my part, I thanked the F/O and F/A for at least keeping us informed about the whole issue.


User currently offlineLAX888 From Singapore, joined Oct 2010, 279 posts, RR: 0
Reply 15, posted (2 years 10 months 2 weeks 3 days 16 hours ago) and read 2197 times:

Quoting daviation (Reply 14):
On that ill-fated (well, not really; I'm still alive!) PHL-PHL segment, the passengers weren't exactly paragons of good behavior either. One middle-age man whipped out his cellphone during the flight and began a loud conversation with someone on the ground. Everybody stared at him in shock; I said, "you know, that's not legal to use your cellphone in flight." He feigned ignorance and said he would confirm my statement with the flight crew. I beat him to it; when the F/A came through, I said "this gentleman wants to confirm your policy about cellphone use in flight." Luckily, I'm a very big guy, but this idiot looked like he wanted to punch me. During the mechanical delay, he asked the gate staff if the mechanics were 'practicing on their toys.' A real comedian.

When we landed back in PHL, some tall tart got ahold of the F/O and blasted him for causing the aborted landing. He said, "listen, I've done my job and I'm just helping out the folks here, which I don't have to do. But if you're abusive, we can call the police over here to answer any of your questions." He was exactly right, and that shut her up pretty fast. For my part, I thanked the F/O and F/A for at least keeping us informed about the whole issue.

Sorry to hear about that bad experience!!
I really think in the US especially some passengers should not be deemed fit to fly. How can someone behave like this? Sometimes I am not surprised that ground staff are so bad in the US as they probably expect everybody to be like this and therefore treat everybody like s*** which is absolutely wrong. However I agree that when I flew through PHL on US the ground staff was unfriendly and you could tell they hated doing their jobs. The only smile I received was from a gate agent when I politely said "thank you and have a good evening". That was the only human moment I encountered. Also on my return flight they announced a delay due to some technical problems but did not say when they would update us again and just told us to stroll around the terminal. Ten minutes later suddenly boarding was announced and only five minutes later it was a final call for a B762 flight to Europe. At least priority boarding was done and Envoy customers were allowed to board first. This whole procedure seemd absolutely unorganised and had a bit of a I could not care less attitude by the ground staff.

I think it is a pity that US does not seem to care and just goes on with it because they have enough passengers.


User currently offlineBOSDan From United States of America, joined Sep 2011, 9 posts, RR: 0
Reply 16, posted (2 years 10 months 2 weeks 3 days 3 hours ago) and read 2153 times:

Knock on wood, but I have not had a bad experience with US Airways. Now, my sample size is only 10-15 flights, so I could just be lucky. However, I do remember them if not for anything especially good, just that nothing went wrong.

I do agree with one of the responses that you tend to take note of how you are treated when things go bad. We rate their actions on being prompt, sincere, and for having the best outcome that one could reasonably expect. And also on their communication - good or bad - just keeping us informed so we can make decisions.


User currently offlineCoachClass From United States of America, joined Jan 2010, 452 posts, RR: 0
Reply 17, posted (2 years 10 months 2 weeks 2 days 22 hours ago) and read 2134 times:

I've also never had a really bad experience with them or America West which was derisively called in the western states, America Worst. USAirways prides itself as a low cost carrier and so you get minimal service and a lower level product. I took a flight to SFO a couple of years with US to LAS, connecting to UA to SFO, both on A320's. The comparison between how the interiors were appointed was striking with UA looking like a million bucks. I don't mind flying USAirways domestically but I don't think I would ever fly them TATL based on all the reports I've read or heard about. (Not even a moving map????)

User currently offlinedarksnowynight From United States of America, joined Jan 2012, 1413 posts, RR: 3
Reply 18, posted (2 years 10 months 2 weeks 2 days 16 hours ago) and read 2109 times:

Quoting daviation (Thread starter):
inability to open aircraft door, etc.

I always have trouble with that one too, especially in the cruise part of the flight,  
Quoting Maverick623 (Reply 11):

Technically, he wasn't. Piedmont is wholly owned by US Airways.

They're two separate companies. I've worked for both, and their operating policies are different enough that he may as well have been on republic or any of the other contract carriers.

Quoting RamblinMan (Reply 12):

Besides that, it was a US-marketed flight and part of a US itinerary. He was US's customer, and I am getting pretty sick of airlines and their apologists shirking responsibility for bad customer service because the flight just happened to be on a regional

Mostly I agree with that too though, especially with cases like the colgan air disaster.

Quoting daviation (Reply 14):
One middle-age man whipped out his cellphone during the flight and began a loud conversation with someone on the ground.

??? How/Why? Was he not aware how loud it is inside a Dash? Totally pointless, what a moron.



Posting without Knowledge is simply Tolerated Vandalism... We are the Vandals.
User currently offlinedaviation From , joined Dec 1969, posts, RR:
Reply 19, posted (2 years 10 months 2 weeks 2 days 7 hours ago) and read 2069 times:

Quoting darksnowynight (Reply 18):
I always have trouble with that one too, especially in the cruise part of the flight



Ha ha! But really, this was a serious problem on a PHX-PHL flight. The FAs and ground crew simply could not open the passenger door. It took 40 minutes while we all sat there wondering if we would make our connections. If there had been an emergency in the cabin, we would have had to use some other emergency exit.

Quoting darksnowynight (Reply 18):
How/Why? Was he not aware how loud it is inside a Dash? Totally pointless, what a moron.



Well, it's actually not all that loud in the Dash-8, you can still have a conversation with the passenger next to you. This man was shouting into his cellphone. That's what made it even more incredible.

At any rate, I'm done with US for a while. All of my upcoming flights are on carriers such as CO, B6, HA. And that's just fine with me.


User currently offlineTWA1985 From United States of America, joined Nov 2006, 651 posts, RR: 0
Reply 20, posted (2 years 10 months 2 weeks 2 days 5 hours ago) and read 2051 times:

My worst Airline experience occured in 2010 when going to Rome. I was routed on UA/LH in C from ORD-MUC-FCO-ORD. The UA portions of the trip were flawless, however, LH left something to be desired. The flight itself was fine, but the problem started on the ground at baggage claim in FCO ... none of the bags showed up. We all waited patiently for 30 minutes, and then after that all hell broke loose. I was lucky enough to connect with one of the few Americans on the flight and we teamed up to try and get things resolved ... to make a long story short, we waited 4 hours for our bags! This was after yelling, swearing and crying ... complete chaos. There were no LH staff to be found and we all had to wait in line at a counter that handled multiple airlines. I will never forget seeing an apple being thrown at the woman behind the counter and seeing the FCO staff members getting into a screaming match. In the end, we discovered that the ground staff in FCO forgot to unload our bags and the plane took off for MUC with our bags still inside. We had to wait for the plane to return again from MUC. It was a nightmare, especiallly since I was sleep deprived!

User currently offlineairportugal310 From United States of America, joined Apr 2004, 3719 posts, RR: 2
Reply 21, posted (2 years 10 months 2 weeks 2 days 4 hours ago) and read 2042 times:

Quoting TWA1985 (Reply 20):
In the end, we discovered that the ground staff in FCO forgot to unload our bags and the plane took off for MUC with our bags still inside.

One has to wonder how that is even possible...yikes



I sell airplanes and airplane accessories
User currently offlineTWA1985 From United States of America, joined Nov 2006, 651 posts, RR: 0
Reply 22, posted (2 years 10 months 2 weeks 2 days 4 hours ago) and read 2039 times:

Quoting airportugal310 (Reply 21):
One has to wonder how that is even possible...yikes

I ask myself that all the time  


User currently offlinedarksnowynight From United States of America, joined Jan 2012, 1413 posts, RR: 3
Reply 23, posted (2 years 10 months 2 weeks 1 day 23 hours ago) and read 2018 times:

Quoting daviation (Reply 19):


Well, it's actually not all that loud in the Dash-8, you can still have a conversation with the passenger next to you. This man was shouting into his cellphone. That's what made it even more incredible.

I've flown in literally every single aircraft in the Piedmont fleet. It's damned loud in there, and that guy would be a moron for trying to use a cell phone.



Posting without Knowledge is simply Tolerated Vandalism... We are the Vandals.
User currently offlinegenybustrvlr From United States of America, joined Jul 2010, 261 posts, RR: 0
Reply 24, posted (2 years 10 months 1 week 5 days 20 hours ago) and read 1901 times:

Quoting TWA1985 (Reply 20):
ground staff in FCO forgot to unload our bags

I think this is more representative of FCO than any particular airline. IMO it's one of the worst airports in the world. Everything moves in slow motion - although unacceptably slow seems to be the normal speed for any service in Italy.  

More on topic, US Airways just stinks. I'm a loyal UA flyer and I sometimes grab US Airways flight when traveling to the southeast. Even if you get from A to B with no major issue, there's always something annoying. I've been on flights from SFO to PHL and CLT where they never offer water or any other beverage after the initial drink service. Boarding is always a disaster. Planes tend to be on the dirtier side. Good luck if you need to call customer service. I always buy a UA ticket on US metal so that I can call UA if something goes wrong.


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