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US Airways Service Meltdown At DCA This Morning  
User currently offlineHoya From United States of America, joined Jun 2004, 416 posts, RR: 0
Posted (8 years 7 months 3 weeks 3 days 21 hours ago) and read 13805 times:

US had a service meltdown today in the morning at DCA. A few flights were cancelled (including mine, flight 3367 to ORD, cancelled due to a flight attendant not showing up), and chaos ensued for a few hours. The gate agents told us to go back to ticketing to get rebooked. Of course, no one told us in which line to get into, so we all got into the first one we saw. There were no US employees directing us where to go either. The result was that the check-in line got huge. Turned out, as we were getting to the counters, that we were in the wrong line. Also, because the line got huge, many people missed their flights (wait was over 2.5 hours to check-in). We all finally got into the correct line, but it grew huge as well due to the cancellations and the people who missed their flights. Tempers flared, police had to come to calm things down. One US Airways employee was extremely rude, telling one person to either shut up or go to jail.

All in all, I waited nearly 5 hours to finally get to an agent to help me, though not much. I had a day trip to ORD, and only flights open were either late at night or next day. Because I had to cancel my ticket(no point in flying to ORD anymore), I wasn't entitled to any travel vouchers. The ticket counter agent was real nice, but the overall experience made me, and others, dislike US Airways. When I left around 11:30am, the rebooking line was still huge (reaching the UA counters), though the check-in line normalized and was short.

Does something like this happen at DCA often for US Airways? Is it a staffing issue, or was it just a freak thing? Many people were angry at the airline, and I'm sure many swore not to fly US again. Also, how often do flight attendants not show up for flights? I overheard the gate agent talking with some supervisor that at least 3 or 4 FA's did not show, hence the cancellations.

[Edited 2006-04-09 18:21:18]


Hoya Saxa!!
76 replies: All unread, showing first 25:
 
User currently offlineJetdeltamsy From United States of America, joined Nov 2000, 2987 posts, RR: 7
Reply 1, posted (8 years 7 months 3 weeks 3 days 21 hours ago) and read 13771 times:

Quoting Hoya (Thread starter):
All in all, I waited nearly 5 hours to finally get to an agent to help me, t

Never wait in line. Call their 800# fpr rebooking.

Res Agnts can do the same thing as the counter agents when it comes to rebooking....as long as your ticket doesn't need to be reissued.



Tired of airline bankruptcies....EA/PA/TW and finally DL.
User currently offlineHoya From United States of America, joined Jun 2004, 416 posts, RR: 0
Reply 2, posted (8 years 7 months 3 weeks 3 days 21 hours ago) and read 13702 times:

I did call and tried to get rebooked. I needed to be in Chicago by 1pm, and they had nothing on any airline, even out of IAD and BWI. Everything was booked solid. The res agent on the phone told me to wait in line to get my vouchers and other compensation. I waited in line, but since I had to cancel my itinerary (was going to fly back from ORD to DCA tonight, so no point in having the reservation anymore), I was told I wasn't entitled to anything due to me cancelling my itinerary. Instead, the person at the counter told me to write a complaint letter.

I forgot to add earlier that the flight attendant who did not show for my flight was a new hire, straight out of training. I overheard this when the gate agent was talking with some other US Airways employee. What a great way to start off at a new job, eh?



Hoya Saxa!!
User currently offlineRIHNOSAUR From United States of America, joined Mar 2006, 362 posts, RR: 1
Reply 3, posted (8 years 7 months 3 weeks 3 days 21 hours ago) and read 13702 times:

Quoting Hoya (Thread starter):
I wasn't entitled to any travel vouchers. The ticket counter agent was real nice

I am sorry to hear that. That totally sucks, I would be very mad at US airways myself too. Personally I would write a letter/e-mail and complain, they should try to get you something to make up for that inconvenience.
I think that if they value you as a customer they will try to give some sort of voucher or something.
A Friend of mine who calls them "USELESS AIR" flew them from Charlotte to Frankfurt and had a horrible experience, he wrote them an e-mail and they gave him some vouchers.

Any how, hope it works out.

 crossfingers 



particles and waves are the same thing, but who knows what that thing is...
User currently offlineSupa7E7 From , joined Dec 1969, posts, RR:
Reply 4, posted (8 years 7 months 3 weeks 3 days 20 hours ago) and read 13538 times:

Quoting Hoya (Reply 2):
I forgot to add earlier that the flight attendant who did not show for my flight was a new hire, straight out of training. I overheard this when the gate agent was talking with some other US Airways employee. What a great way to start off at a new job, eh?

Ahem... Republic i presume....



Sounds like your experience could have been helped by (1) improved signage including 1-800 number and (2) someplace to go besides the check-in line... such as agents assisting with rebooking inside terminal. Sending 3 planeloads of cxl pax to the check-in line is a tactical mistake that has predictable results... chaos, missed flights, meltdown. The DCA shift manager on duty made a big mistake, it sounds like, sending 250ish people to the check-in line.


User currently offlineSteeler83 From United States of America, joined Feb 2006, 9263 posts, RR: 21
Reply 5, posted (8 years 7 months 3 weeks 3 days 20 hours ago) and read 13427 times:

Did this F/A just decide not to show up at the last minute, or did she call in off? If that were me (the F/A) I would have alerted someone immediately well in advance of my absence so that someone could fill in for me. What the hell is it with people just deciding not to show up for work at US? last year employees called in sick by the score and bags piled up, and people were singing the Baggage Claim Blues... Now it's this... What next???

I have nothing against US, but why in the hell do these employees do this. This is no way of selling the airline to the public... And, I just had the strangest case of deja vu just now...



Do not bring stranger girt into your room. The stranger girt is dangerous, it will hurt your life.
User currently offlineOuboy79 From United States of America, joined Nov 2001, 4612 posts, RR: 23
Reply 6, posted (8 years 7 months 3 weeks 3 days 19 hours ago) and read 13343 times:

Quoting Steeler83 (Reply 5):
I have nothing against US, but why in the hell do these employees do this. This is no way of selling the airline to the public... And, I just had the strangest case of deja vu just now...

From what it looks like...it wasn't a US employee. I mean, when was the last time US has a new hire FA? LOL The benefits of outsourcing flying to outside outfits, they screw up and US gets the bad rep.


User currently offlineAirCop From , joined Dec 1969, posts, RR:
Reply 7, posted (8 years 7 months 3 weeks 3 days 19 hours ago) and read 13297 times:

One flight canceled (by a regional no less) is not a meltdown for US Airways.

User currently offlineHoya From United States of America, joined Jun 2004, 416 posts, RR: 0
Reply 8, posted (8 years 7 months 3 weeks 3 days 19 hours ago) and read 13268 times:

Quoting Steeler83 (Reply 5):
Did this F/A just decide not to show up at the last minute, or did she call in off?

When I overheard the gate agent talking with a US Airways manager (guy was wearing a suit), she said that they had tried to reach the FA. The flight crew also tried, but there was no response. She definitely did not call in. I'm guessing that the new FA overslept or just forgot about her assignment.

Quoting Supa7E7 (Reply 4):
Ahem... Republic i presume....

Yes, it was Republic. I was hoping to get my first ride in an EMB-170. In this case, I would've flown on one of the Star Alliance painted EMB-170s.



Hoya Saxa!!
User currently offlineFlagshipAZ From United States of America, joined Jan 2001, 3419 posts, RR: 14
Reply 9, posted (8 years 7 months 3 weeks 3 days 19 hours ago) and read 13249 times:

Sounds like a typical US Airways day to me. (j/k)  Wink
And to think that "US Airways" was the name chosen to keep after merging with America West. Geez...



"Beer is living proof that God loves us and wants us to be happy." --Ben Franklin
User currently offlineWjcandee From United States of America, joined Jun 2000, 5291 posts, RR: 23
Reply 10, posted (8 years 7 months 3 weeks 3 days 19 hours ago) and read 13224 times:

Did you call ATA? They run 4 flights per day DCA-MDW, including 2 that would have fit your schedule, and it looks like they had room today.

User currently offlineAzul320 From United States of America, joined Jun 2004, 281 posts, RR: 0
Reply 11, posted (8 years 7 months 3 weeks 3 days 19 hours ago) and read 13183 times:

When are they ever going to get it together?


Excuse me, while I kiss the sky
User currently offlineDartland From United States of America, joined Apr 2005, 644 posts, RR: 2
Reply 12, posted (8 years 7 months 3 weeks 3 days 19 hours ago) and read 13183 times:
Support Airliners.net - become a First Class Member!

Quoting FlagshipAZ (Reply 9):
Sounds like a typical US Airways day to me. (j/k)
And to think that "US Airways" was the name chosen to keep after merging with America West. Geez...

Except, as stated above, it was Republic, NOT US. And, in case you want to bash Republic -- feel free, but remember that them (or their sister airlines) provide service for DL, UA, US, AND AA.

Things like this happen all over --- As a Gold Preferred Member of US, I find them to be a pretty good airline. I know I wasn't there, but these airline bashing comments because 1 person tells of 1 problem at 1 station 1 morning are simply uncalled for.


User currently offlineAzul320 From United States of America, joined Jun 2004, 281 posts, RR: 0
Reply 13, posted (8 years 7 months 3 weeks 3 days 19 hours ago) and read 13164 times:

That's no excuse. Do you think customers really care about Republic? No! They just want to get from A to B on the US ticket they bought. Stop telling people that pathetic excuse, and work on rebooking them politely.


Excuse me, while I kiss the sky
User currently offlineLoggat From United States of America, joined Feb 2000, 666 posts, RR: 0
Reply 14, posted (8 years 7 months 3 weeks 3 days 18 hours ago) and read 13093 times:

Where's SOAC to tell us this never would have happened if MidAtlantic had operated the flight? (j/k)


There are 3 types of people in this world, those that can count, and those that can't.
User currently offlineWorldTraveler From , joined Dec 1969, posts, RR:
Reply 15, posted (8 years 7 months 3 weeks 3 days 18 hours ago) and read 13093 times:

not to belittle US or the experience you had but other airlines do handled irregular options differently. If your Delta/Delta connection flight cancels in a city in which DL has gate readers at the boarding gate, customers only need to scan the boarding card from their cancelled flight at any gate reader that is not being actively used to board a flight. They have similar machines at their service desks. The new itinerary will be printed and I believe vouchers will be issued as well. It's by far the slickest system I've seen in the industry. And Delta also has a dedicated group of res agents that specifically are the support system for the airport. They can do anything a ticket agent can do including issue tickets on other airlines, all from a remote res office. The customer just has to pick up the tickets from the agent at the counter that will collect any necessary documentation.

It would be nice if all airlines offered services like this but I can assure you the lines at DL counters are much, much shorter even on bad weather days.


User currently offlineHoosierCFI From United States of America, joined Jan 2006, 96 posts, RR: 0
Reply 16, posted (8 years 7 months 3 weeks 3 days 18 hours ago) and read 13093 times:

Typical US. I remember when I was stuck in PHL for 5 hours due to a PHL-BWI delayed flight. It just happened that there was an earlier PHL-BWI flight that was also delayed. When I tried getting on this flight, I was told that they could put me on it, but they would not put my bags on the earlier flight. Time wasn't the issue, as the flight wasn't leaving for another hour. They just didn't want to spend the time finding the bags. This was after flying SYD-LAX-PHL, all in First or Business class on US and QF (on a US ticket). Other airlines have yanked my bags when I am in coach. I wrote the letter to their customer service department, and got the standard letter, and some travel vouchers. Their customer service is what kills them, plain and simple.

User currently offlineHoya From United States of America, joined Jun 2004, 416 posts, RR: 0
Reply 17, posted (8 years 7 months 3 weeks 3 days 18 hours ago) and read 12987 times:

Quoting Dartland (Reply 12):
Except, as stated above, it was Republic, NOT US. And, in case you want to bash Republic -- feel free, but remember that them (or their sister airlines) provide service for DL, UA, US, AND AA.

Flight cancellations happen all the time. Yes, it was Republic that operated the flight. It was a Republic FA that did not show. My negative experience today is due to the abysmal customer service US provided. For a few hours in the morning today, there was chaos in front of US Airways' ticket counters. US employees were yelling at us, telling us that they can't help us. I do not see how Republic plays into this part specifically. It is US that provides the customer service for Republic flights under the US Express banner, and that was lacking today.



Hoya Saxa!!
User currently offlineIADLHR From Italy, joined Apr 2005, 735 posts, RR: 0
Reply 18, posted (8 years 7 months 3 weeks 3 days 18 hours ago) and read 12956 times:

Also, in this case, being quite familiar with DCA, the affected passengers had to exit security and re-enter security, which means more lines, after they got reticketed etc. etc. US does not have any customer service counters behind security to deal with these stranded passengers. What a mess!!!!!1

User currently onlineHPRamper From United States of America, joined May 2005, 4103 posts, RR: 8
Reply 19, posted (8 years 7 months 3 weeks 3 days 18 hours ago) and read 12919 times:

Quoting Hoya (Thread starter):
Also, how often do flight attendants not show up for flights? I overheard the gate agent talking with some supervisor that at least 3 or 4 FA's did not show, hence the cancellations.

It's not a hugely common thing, but when it does happen, chaos often ensues as flights are either heavily delayed or outright cancelled. It has happened here with QX, I've heard stories recently of fully booked flights being cancelled because an FA doesn't show.

Quoting FlagshipAZ (Reply 9):
And to think that "US Airways" was the name chosen to keep after merging with America West. Geez...

Familiarity over reputation I suppose.

Quoting Dartland (Reply 12):
Except, as stated above, it was Republic, NOT US.

Too bad that to the flying consumer, it's all the same. Our situation out west is the same, but with Mesa.

Quoting Hoya (Reply 17):
US employees were yelling at us, telling us that they can't help us. I do not see how Republic plays into this part specifically. It is US that provides the customer service for Republic flights under the US Express banner, and that was lacking today.

I can understand their frustration, but there's generally no reason to yell at someone unless they are either threatening or holding up the entire process. I've seen passengers rudely interjecting when a ticket agent is trying to assist the next person in line, and that is totally unnecessary. I'm under the impression that the agents were probably pissed at the FA(s?) and the situation as a whole. Someone will likely lose their new job after this one.


User currently offlineGoodmanr From United States of America, joined Apr 2005, 297 posts, RR: 0
Reply 20, posted (8 years 7 months 3 weeks 3 days 17 hours ago) and read 12852 times:

Quoting WorldTraveler (Reply 15):



Quoting IADLHR (Reply 18):
US does not have any customer service counters behind security to deal with these stranded passengers

There actually is a customer service counter at the end of the pier, but sometimes there is nobody there.



USAirways - Chairmans Gold
User currently offlineJBLUA320 From United States of America, joined May 2002, 3179 posts, RR: 19
Reply 21, posted (8 years 7 months 3 weeks 3 days 16 hours ago) and read 12701 times:
Support Airliners.net - become a First Class Member!

This seems out of character for USAirways, which I feel has been moving in a positive direction service-wise recently. I'd also write a letter, highlight your disappointment and frustration and see what they throw at you. I'd expect better from USAirways -- this is a freak occurrance.

JBLU


User currently offlinePSA727 From United States of America, joined Feb 2006, 974 posts, RR: 0
Reply 22, posted (8 years 7 months 3 weeks 3 days 16 hours ago) and read 12695 times:

You call that a meltdown?
Try waiting in a long NW DTW main ticket counter line
at 11pm trying to get rebooked because Northwest decided
to cancel 2 full 747 flights to AMS that evening.
And they were cancelled after their scheduled departure times.
Plus, we were rebooked on flights basically leaving the same time
the following evening.
Yes, we did get meal vouchers, but how many airport concessions
do you think were open at that time?

I understand the reason for the ORD cancellation, but why were
the other 2 flights cancelled? Missing F/A? Bad weather at the
destination? MX issue?
If only your flight was cancelled, I don't think that in itself would
have streched-out the ticket counter lines that much.

As for keeping the USAirways name instead of the America West name
in light of these so-called customer service issues in the past with
US East, do you remember how sh**ty HP was in the 90s?
If not, then you've proven the point that the general public's memory
is not so great, and doesn't go that far back.
But let's go down Memory Lane anyway...

Bad on-time performance.
Bad mis-handled luggage ratio.
Remember the unaccompanied minor that ended up at a
destination far away from the one he was suppose to fly to?
And why did HP stop accepting pets to fly in the cargo hold?

The name "USAirways" encompasses more than "America West" does.
Why call an airline America West when none of its flights to Europe
or the Carribean originate in that region of America?

And on a side note, many "unfrequent" travelers think that America
West is a division of American Airlines. I've heard it spoken myself.



fly high, pay low...Germanwings!
User currently offlineVega From , joined Dec 1969, posts, RR:
Reply 23, posted (8 years 7 months 3 weeks 3 days 15 hours ago) and read 12549 times:

PSA727 excellent post. I agree completely. It's difficult to understand how the "meltdown" as described could alone be attributed to a cancelled 70 passenger ERJ flight.

User currently offlineLuv2fly From United States of America, joined May 2003, 12148 posts, RR: 49
Reply 24, posted (8 years 7 months 3 weeks 3 days 15 hours ago) and read 12467 times:
Support Airliners.net - become a First Class Member!

This is what happens when you outsource everything and your name is on the line.


You can cut the irony with a knife
25 Hoya : It was more than just one flight. It is my understanding that at least 2 or 3 flights were cancelled, as FA's were missing for other flights as well,
26 ATWZW170 : I don't think US Airways has out sourced any more than any other airline. The issue is that US needs tighter control over their express carriers and t
27 Wjcandee : And someone told me the other day that Song was owned by Spirit, and that she wouldn't fly them for that reason. (Which is stupid in itself.) I told
28 Jsposaune : Well said...I'm sure that all the people that have said "I'm never flying airline X again!" have at some point said "I'm never flying airline W again
29 Ejmmsu : Lets see.... Mesa, Republic, Chatauqua, Air Wisconsin, Colgan, Trans States, PSA, Piedmont. Thats EIGHT regional carriers. This side of United, who h
30 USXguy : A friend of mine works for Piedmont in DCA. Said that Republic cancelled a number of flights in the morning... and swapped out crews as they saw fit.
31 Post contains images HPRamper : What was being outsourced here, other than the express flying? I wonder...could they have been commuter FAs booked on a single flight that was cancel
32 Ajiggity3 : All of this sounds just like a normal day at an American airport. I opened this thread planning to read some sort of catastophe. A couple cancelled fl
33 Luv2fly : Outsourcing to the lowest bidder, you get what you pay for, or should I say what you do not pay for.
34 Tango-Bravo : They outsource infinitely more than Southwest where customer service and flight operations are concerned inasmuch as WN outsources zero, nada, zilch
35 Halls120 : Not at DCA. One of my neighbors is a CSR at DCA, and he has frequently complained to me about the lack of staff on hand to deal with problems. As lon
36 Luv2fly : Even though the flights are out sourced to the general public that plane says US and to them that is who is flying them.
37 Wjcandee : I think that a fair analysis would be based upon a percentage of flights, mainline versus "outsourced", recognizing, of course, that most cities that
38 Lincoln : You know... A month or two ago when the severe weather was affecting New York airports and CO was diverting some stuff (including inbound internation
39 ContnlEliteCMH : Good story. I had a similar experience on December 23, 2004. Ohio was under a solid sheet of ice, and my ATL-CMH (via CLE) was moved to 24 hours late
40 HPRamper : Mainly since Southwest doesn't have any express carriers. I suppose you don't need them when you serve a limited number of markets. That basically le
41 Post contains images BOS2LAF : Well, thats because US will do absolutely anything for their preferred members. If youre not preferred, you get a proverbial great big "Screw you" fr
42 Wjcandee : Good story in your reply. And good point above. I don't think that most folks trying to help would intentionally brush us off, but if you can help th
43 Flyboyaz : Sounds like a bad day to me...though I wouldn't really call it a service meltdown. Unfortunately when it hits the fan big time, usually there isn't en
44 Afay1 : I was recently in a situation at DCA where I was speaking to a US res agent on the phone who was arguing with the US Shuttle agent about who was right
45 Post contains links Wjcandee : JetBlue uses them, too. It's AeroMan, TACA's MRO center. Great article on it here: http://aviationnow.com/avnow/news/ch...om_story.jsp?id=news/om0105
46 Ckfred : Back in February, my wife flew ORD-CVG for business on American Eagle. On the day of her return, American called her to tell her that her return flig
47 SonOfACaptain : I will tell you exactly what happened. A.) Republic is short of F/A's, so when there is a no-show, the flight is a no-go. B.) Some of they young Repub
48 FiveMileFinal : I like CO, too, I just wish they'd get rid of some of their hooptie 733s! A couple weeks ago on an IAH-SAT flight we got to the runway threshold befo
49 Ejmmsu : No, it has everything to do with the reputation of those carriers, and how they reflect on the mainline operation, and nothing to do with the amount
50 Hoya : I travel somewhat frequently between DC and Chicago, as I attend Georgetown University, and my home is just outside of Chicago. I know what all the f
51 Cloudy : Thats one of the many reasons they like to go to places that can at least support 10-11 flights. Carriers that fly only a flight or two a day to cert
52 Flyboyaz : You hit the nail right on the head...it's always best to be nice...you will win in the end. Who wants to help someone that is screaming at you? I kno
53 Jetdeltamsy : USAir hasn't hired a new flight attendant in years. They are just starting to recall laid off crew member.
54 727forever : I guess the FA decided that their other job flipping burgers, which pays more, was more important to go today. Where US is at fault is when you contr
55 Airlinespotter : LOL, you call this a meltdown? come on guy. I fly with US all the time and I love this airline. They are very professional, dedication and very helpf
56 FCYTravis : Republitauqua America does it again.
57 HPRamper : Didn't Republic just hire a bunch of FAs? I remember reading about it on here a while back. Haha...at least we work our own...a dying breed. AS would
58 Post contains images Flight7E7 : Truly as a resident of the Philly burbs-I will connect to the west coast or fly in the opposite direction via Europe to Asia to avoid USeless Airways
59 HPRamper : We don't do this anymore? How strange. Laziness at its best.
60 Dispatchguy : Actually, when it comes to holding outbound connections, it is usually NOT the captains discretion as to depart ontime, or not to depart ontime. Usua
61 Nlink : You are missing a couple carriers. AA = Eagle, Trans States, Chatauqua, Executive, Regions NW = Pinnacle, Mesaba DL = Chautauqa, Shuttle America, Com
62 BigOrange : I don't understand why everyone went back to the check in desks. You should go to the ticket counter for help. This wouldn't cause problems for other
63 Lincoln : I may be wrong, but as far as I know for most US airlines at most US airports, "check in desks" and "ticket counter" can be used more-or-less interch
64 Jc2354 : Bill, I think you shoud write a book! This is just a snippet of your ability to put words onto paper! Jack
65 Post contains images QXatFAT : Good thing were not in the 90's anymore huh buddy?
66 Ckfred : I understand that there were no available seats that day. My point is that airlines are fighting for every last passenger. You are flying a route tha
67 Flyboyaz : As yes the 90's...what an exciting decade! hehe Actually HP's service problems were in the late late 90's and a good chunk of 2000 (especially the su
68 Lincoln : Ah, you mean the "America Worst" days? I bet there are still people out there who refuse to fly HP based on those experiences. For a brief while, par
69 Flyboyaz : Yes and now we are in the American West days...well I guess it's always been like that..lol....I twitch everytime someone says it...sheesh.
70 Dartland : I generally find that when people go into an experience expecting it to be bad, it will become a self-fulfilling prophecy. No doubt you've had some b
71 Post contains images FCYTravis : The *A tags are being applied to all US Airways bags checked by Star Alliance Gold members, including US and HP Gold, Platinum and Chairman's Preferre
72 HPRamper : The Star Priority tags are becoming commonplace since the merger. Question is whether people know what to do differently with these. For us, the main
73 Steeler83 : What is US policy towards people like that? Maybe if they made it more strict for people to show up when they are scheduled, maybe they'd be more inc
74 ATWZW170 : It's not a US policy towards another companies crewmembers. If US however had a more strick policy towards their express carriers and held them to a h
75 FCYTravis : Colgan and Air Midwest are all pure profit for US Airways. They're not fee-for-departure service, it's strictly pro-rate flying. They won't be dumping
76 ATWZW170 : Why couldn't Piedmont do the flying? They are wholly owned so the money basically stays with US. I know Piedmonts costs are higher but not by too much
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