Correct. But there was no reason US Airways couldn't have offered her a plastic sack to maybe carry on some items, and throw away the bag. If that were indeed a violation of security regs (throwing stuff away) I personally would have contacted a TSA agent or airport LEO for clarification and to where I could dump the remaining items.
This story really gets in under my skin...Its about the passenger and representing your airline to best of your ability. I realize there are a few passengers that are rude, but judging by the woman, she was not. Thinking outside the box in this circumstance goes a long way. I'd also be willing to bet she won't fly US again.
Arcrftlvr From United States of America, joined Nov 2006, 826 posts, RR: 0
Reply 4, posted (3 years 2 weeks 6 days 22 hours ago) and read 17252 times:
Quoting Splitterz (Reply 2): But there was no reason US Airways couldn't have offered her a plastic sack to maybe carry on some items, and throw away the bag.
We don't know that they didn't. It unfair to speculate that they didn't do everything they could to help this person out.
Now, that's not to say that they CSR couldn't have waived the fee. It seems like the right thing to do. But US Airways is in no way obligated to do so. From a publicity standpoint, it would've been the right move, in hindsight.
type-rated From , joined Dec 1969, posts, RR:
Reply 6, posted (3 years 2 weeks 6 days 22 hours ago) and read 17151 times:
Why didn't she just take the bus or train in the first place? It would have been cheaper.
But she didn't know about / expect the bag fee. These days there has been so much publicity about bag fees, she really should have known. Do they have traveler's aid anymore in airports? They could have helped her out too.
bluewhale18210 From United States of America, joined Aug 2006, 237 posts, RR: 0
Reply 7, posted (3 years 2 weeks 6 days 21 hours ago) and read 17111 times:
Quoting Arcrftlvr (Thread starter): I hope this doesn't come across as insensitive, but I don't really feel bad for this woman. If you can't afford to fly, take the bus or the train.
Grayhound is probably cheaper.
Of course as a former CSR I would have either waived the fee (if I was empowered to do so) or found someone who can. However I am willing to bet (speculate) that as soon as the woman heard about the fee she's all like "That's not fair!! I didn't read that when I booked...etc etc." Then promptly lost her cool. That is the point where I would be on the defensive and all hopes of waiving the fee went out the door.
Be nice to the CSR no matter what you encounter. Blowing a gasket doesn't help anybody.
Of course that might not be what happened and the US agent might just be a real jerk, but I doubt it.
JPS on A300-600RF A319/320 B737-400/800 B757-200F B767-300F CRJ-200/900. Looking to add more.
RamblinMan From United States of America, joined Oct 2010, 1138 posts, RR: 1
Reply 9, posted (3 years 2 weeks 6 days 21 hours ago) and read 17026 times:
If she was not allowed to abandon one bag...then the argument that the bag fees are "optional" starts to become a little shaky, does it not? Clearly she had the option to only bring one (or none) in the first place, but that sort of changed when she arrived at the terminal.
Quoting Arcrftlvr (Reply 4): Now, that's not to say that they CSR couldn't have waived the fee. It seems like the right thing to do. But US Airways is in no way obligated to do so. From a publicity standpoint, it would've been the right move, in hindsight.
Well probably, but isn't there a logical middle ground here... Couldn't they have billed her later? Or charged it to the card used to buy the ticket? Perhaps in this case there could be an arrangement to simply transport the bags but not allow them to be claimed until the fee is paid? (They could even tack on an extra 50 for a bill-me-later or bag-layaway option.)
Yeah, I know, she was stupid... she knows that too at this point I'm sure. I'm not saying they should just waive her fee or anything of that sort, just that there are multiple options that would still leave her liable for the fee but not cause her to be stranded.
comair25 From United States of America, joined Sep 2006, 216 posts, RR: 0
Reply 11, posted (3 years 2 weeks 6 days 21 hours ago) and read 16967 times:
I'm not even sure what to feel for this lady. On one hand I feel it is the travelers responsibility to know what she is getting into when flying (fees, etc) and to have enough money to cover expenses. On the other hand I feel bad that she had to stay in the airport for 8 days, but I do not think US owes her any type of refund. The Terms and Conditions are there for you to read if you have any questions. They are there for a reason.
RamblinMan From United States of America, joined Oct 2010, 1138 posts, RR: 1
Reply 12, posted (3 years 2 weeks 6 days 21 hours ago) and read 16891 times:
Quoting lhr380 (Reply 10): No, all flight payments are made up front, seating charges, baggage charges etc.
Please read the rest of the post before commenting. I'm well aware of what the stated rules are, thank you.
And besides, not 100% true. It is indeed rare for an airline to bill someone after the fact but there are cases where it can happen.
I know, right? And that's what I was getting at...she got herself into this for sure. However, she was left with absolutely no option for resolution which seems a harsh penalty for not reading the "fine print."
Arcrftlvr From United States of America, joined Nov 2006, 826 posts, RR: 0
Reply 14, posted (3 years 2 weeks 6 days 21 hours ago) and read 16854 times:
Quoting RamblinMan (Reply 9): Perhaps in this case there could be an arrangement to simply transport the bags but not allow them to be claimed until the fee is paid? (They could even tack on an extra 50 for a bill-me-later or bag-layaway option.)
But the airport level employees can't be making up P&P on the fly....
RamblinMan From United States of America, joined Oct 2010, 1138 posts, RR: 1
Reply 15, posted (3 years 2 weeks 6 days 21 hours ago) and read 16800 times:
Quoting Arcrftlvr (Reply 14): But the airport level employees can't be making up P&P on the fly....
Nor should they. Why is there not a procedure in place for this sort of thing? It can't be the only time it's happened...in fact another user said he has encountered this as a CSR.
PS... "It's 2011, not the 1970s." Bag fees for first and second bags are less than a decade old (on US legacies). There are plenty of people who haven't flown in the last 10 years and might not know they have to pay for it these days.
DLX737200 From United States of America, joined May 2001, 1946 posts, RR: 19
Reply 17, posted (3 years 2 weeks 6 days 21 hours ago) and read 16652 times:
This may come off rude but....
I have NO sympathy for this woman. First off, how long have bag fees been around? Years now! With as much publicity the airline fees have gotten since their inception, you'd have to be living under a rock not to notice!
Secondly, I'm sure between Orbitz and UsAirway's website, the bag fees were shown to her at some point. Whether she chose to read them or not is another story.
Thirdly, she didn't have the $60 but she had plenty of money to "treat herself to dinner the first night," according to the news story. Not to mention, enough money to eat the other 7 days.
Ignorance of the law doesn't hold up in court and neither should ignorance of company policies and fees. In this day and age of cell phones, credit cards, and instant communication, her case is VERY rare and is not the fault of UsAirways or any airline. This story could have been any of the carriers, except Southwest, and people would still bash the airline involved even though it would not be any of the carrier's fault.
Airlines are not a charity, they are businesses. To quote a good friend and former coworker for a major airline, "You don't go to Walmart expecting free services or goods, why would are airlines be any different?"
Yflyer From United States of America, joined Feb 2007, 1081 posts, RR: 1
Reply 19, posted (3 years 2 weeks 6 days 21 hours ago) and read 16585 times:
Quoting b727fa (Reply 8): What did she eat for 8 days? Where was she going to go when she got to ID? Where did she leave in the bay area when she went TO the airport? Something isn't adding up.
When she got hungry enough, she probably spent some of that $30 on some burgers from the McD's dollar menu or something. Or maybe she had some food in her bags. Though the article isn't clear, I'm guessing she had some friends or family in Idaho who were going to help her once she got there. Since it sounds like she was planning to stay in Idaho permanently, she'd likely already moved out of whereever she was staying in the Bay Area. Or since she was obviously in a really bad financial situation it's quite possible she'd been evicted from where she had been staying and had no home to go back to.
pylon101 From Russia, joined Feb 2008, 1608 posts, RR: 0
Reply 20, posted (3 years 2 weeks 6 days 21 hours ago) and read 16547 times:
Many of us are striken by the crisis. To more or less degree.
If the woman was going to start a new life in Idaho and had just $30.00 in her wallet...
In my view, U.S. Airways staff was able to settle this.
Though i used to spend a lot of time in the U.S. and love the country, I still can't imagine that to happen anywhere else...
It does. You can acknowledge the truth- that it was her fault- while still feeling sympathetic that she had to endure such an ordeal. It's the same thing as how I routinely purchase cheap bank-owned real estate for personal profit...only possible because other people borrowed money they couldn't repay, got foreclosed, and that's totally their fault. Doesn't change the fact I feel sorry for those people.
Quoting DLX737200 (Reply 17): Thirdly, she didn't have the $60 but she had plenty of money to "treat herself to dinner the first night," according to the news story. Not to mention, enough money to eat the other 7 days.
It said she had thirty bucks, that's enough for a few meals (even in an airport.) You don't know if she had anything to eat for the other 7 days.
Quoting DLX737200 (Reply 17): Ignorance of the law doesn't hold up in court and neither should ignorance of company policies and fees.
Ok...if we're going to compare this to law, then she spent 8 days in debtor's prison and only got out because other people were nice enough to pay for her...and the airline was nice enough not to charge her $1000 for a new ticket.
jreuschl From United States of America, joined Jul 2009, 550 posts, RR: 0
Reply 22, posted (3 years 2 weeks 6 days 20 hours ago) and read 16447 times:
Question I would ask is what was she planning on doing when she got to Idaho? Apparently she didn't have a credit card to put the bag fee on, I don't know if all landlords do, but my last apartment they did a credit check.
Also, unless US would have refused to take a credit card # over the phone, she must not have very good "friends" if they didn't help her out. If a friend called me saying I forgot my credit card at home and I need to pay for my bags, I'd help them out.
Splitterz From United States of America, joined Apr 2011, 204 posts, RR: 0
Reply 24, posted (3 years 2 weeks 6 days 20 hours ago) and read 16403 times:
Quoting jreuschl (Reply 22): Also, unless US would have refused to take a credit card # over the phone, she must not have very good "friends" if they didn't help her out. If a friend called me saying I forgot my credit card at home and I need to pay for my bags, I'd help them out.
That has alot to do with credit card fraud. I wouldn't have done it either.
: The issue here is that Orbitz (and other sites) did not tell people up front that there would be fees. "She booked a ticket from San Francisco to the
: Oh please. It would happen in France, Germany, Italy, Japan, you name it. In France "there's nothing we can do" is the motto, and in Japan (Tokyo at
: "She awoke to more bad news: U.S. Airlines explained that, since she couldn't pay a change fee, she'd have to book a new flight from scratch. That wou
: A supervisor could do it, but many times a CSR could be put to the screws for waiving a bag fee for the "wrong" reasons.
: My first reaction when I read this article on yahoo is that it's scary how entitled people are feeling in the United States. I'm a high school teache
: Of course, but someone there might have helped. Now, how well did the woman explain herself? "I'm broke and moving to Idaho for a new life. Can you h
: To the all the people who have posted they have no sympathy for this women, I will refrain from saying anything for fear of being scolded by the moder
: You are right that such attitude could be found almost everywhere - but in respect of aliens or tourists. Here we are talking about aspects of ethics
: Your statement is very judgmental as well, but it doesn't matter. I don't have sympathy for those who are not responsible enough for their own lives.
: Don't think he was necessarily addressing you. Did you read the whole thread?
: Interesting that Orbitz wasn't able to help her, had she called them. Obviously she wasn't aware of WN luggage and change fee policies when she purcha
: I got stuck in Luxembourg in 1969 and spent a night on a bench at the airport coming back from college in Germany. Travel agency messed up and I misse
: I don't feel sorry for her. There are many things wrong with this story, and it is a bit shady. How did she survive 8 days with $30 of cash? Why do p
: Very well said. It's not that we don't have compassion or sympathy for this woman but there does come a point where her problem has become everybody
: I have got into more than one jams in my life, but I have yet failed to get help with a VERY humble attitude and a polite request. I doubt this is wh
: What is unclear is what she was going to do when she arrived in Idaho with $30 in cash and no cards. Not sure who/what she was going to live on, or in
: Are we sure she didn't buy her ticket through Priceline.com? When dealing with CSR's it is always nice to try to maintain a smile as best you can. Wh
: I am puzzled by the limited amount that she says about what happened when she got to the airport. If the CSR had been rude or aggressive then, IMO, th
: It states in the article that she purchased the ticket through Orbitz.com. So, we can only go off the information that we're provided.
: Sad to think that someone is down to their last $30 ! Im the same I would have given her the $30 . Shame there were not people like us at the check i
: How does the cost of a flight compare to a Greyhound Bus between these 2 points.
: The consumer paid what she thought was the full cost of the journey. The consumer was not fully informed of the cost of the journey. "She had nothing
: Speculation, possibly a hostile designed for travelers or convent or something along those lines. It not all that unique for people to arrive at plac
: That is what she should have researched on whoever's computer she use to book her ticket on orbits.
: I'm sure we don't have all the information - it's hard to even wrap your mind around the idea of a baggage fee escalating to this level. Regardless, o
: Why is that the airlines' problem? Their policies are available to anyone curious to find out, well in advance of when you travel. Even prior to purc
: "Weissinger offered to pay the fee when she arrived in Idaho, but the agent declined." If she did not have $60, how was she going to pay it when in Id
: I could be wrong, but I think "Art": meant US Airways. Not all U.S. airlines...just my interpretation of his post...
: Correct. I cited the name of the carrier mistakenly used in the article: "She awoke to more bad news: U.S. Airlines explained ..."
: Maybe she only flew Southwest before...
: I'm a CSR and if I waive bag fees for no valid reason (a passenger not having the money is not a valid reason) I will either get written up, have the
: Not surprised none of you have sympathy for the woman in the story. Topics like this almost always raise the ire of people trolling this website. IF a
: Wish all CSRs were like you. And shame on your employer for not allowing you any discretion at all in such matters. I'm sure you'd be professional en
: I am with you. A certain compassion is clearly lacking on the part of US Airways and on the part of some A-Net posters in this situation. Not everyon
: If you never help anyone whose mistake was "their own fault", then you will probably help very few people in your life...
: I'm still wondering how she spent 8 days in an airport with $30... $30 will buy you what, 2 days of food?
: Thank you for being a reasonable human being.
: This lady was looking for her 15 minutes & some public sympathy - probably in hopes of a handout. What was she going to do in Idaho when she lande
: People probably bought her food. More people will probably do that than would offer to pay her fees. If you buy her food, you don't wonder what she d
: Hmm odd. In a line full of people behind her, I'm surprised she wasn't able to get $30 out of them. People are generally nice, and I (even being a br
: You're profile says you are between 16 and 20 years old. You live in DEN, and you are a CSR, If you are a CSR, you haven't been on the job that long,
: Oy, not this crap again. If you paid for transportation, and aren't breaking the law or violating security regs, they are obligated to get you to you
: What am I suppose to say, "Oh mam, I'm sooo sorry that we charge for bags. That is totally unfair and I wish I could do something!" I've been here fo
: Not having a credit card won't tank your credit. A couple friends don't have credit cards and they're able to rent apartments just fine (and one has
: This story bothers me, but for the opposite reason. I understand the polarity of opinions on this matter, and while I have some initial sympathy for t
: all it comes down to is ignorance is no excuse. you mite be lucky if someone helps you out or someone makes an exception for you. but you cannot expec
: Being broken doesn't make people ready to accept help/ assitance from people. Somewtimes it is very hard to cross the line. That's exactly where corpo
: Assuming that she had arrived in Idaho with $30, no home and no job. What would she have done then. How much would food/accomodation etc cost before s
: Quoting type-rated (Reply 6): Why didn't she just take the bus or train in the first place? It would have been cheaper. The only Idaho city US serves
: This is pretty doggone laughable. Just ANOTHER great sensationalized story for the slimy media to sink their trailer-trash-mentality in to. I have NO
: Although I've originated or terminated at SFO on a handful of occasions on business trips, not being overly familiar with the area I know in SEA ther
: She calls up "friends" in the area to get some money for the fee and couldn't come up with an extra $30????
: This story is so fascinating on so many levels. The media has presented her travel misadventure as a "sad sign of our times" to solicit as much sympat
: As a Bay Area resident, I believe I can offer a possible explanation as to why this is only appearing now. 1) If Michael Finney is involved, this stor
: There is something inherently wrong with this logic. If US makes an exception for this lady just because she claims to have no money, then that doesn
: What I don't understand is that I fly US all the time, and everytime I do, the gate agent usually offers to check bags "free of charge". She probably
: I don't know what US you have been flying but I have seen it and had the bag charges applied to me on several occasions. I've probably flown US domes
: Airlines store bags all of the time - when they lose them! And even then the legacies did not want to refund baggage fees after the loss or delay. Sur
: The lady sounds like a hobo and the story seems flawed. However, we don't know why she got into the situation she was in, what the circumstances of he
: This reminds me of a recent story here in Portland, where a woman left her abusive husband or boyfriend, scrounged enough money together to buy 2 o/w
: Exactly my thought. That marks you as a good CSR. Right there. Stand on that counter line for a week, then go back and revisit the statement. You wil
: Here is the question I have... If the person was flat broke why the heck did she buy a one way ticket to fly when a Greyhound bus ticket is 100 less.
: This reminds me of something that happened about six months ago. I had a pax who was flat out broke, used the last dime she had to buy a plane ticket
: Oh really? So when my bag doesn't arrive with my flight, do I get my money back? I didn't get the service I paid for? And, this is only compounded by
: You are eligible for a refund if your bags don't arrive on the same flight as you. Starting soon UA will automatically refund your money (provided yo
: Just not enough information here to make any sort of judgement call. Plain and simple. Too many question marks. To those claiming the woman should be
: This is the first I've heard of that. This has happened to me twice on AA and once on UA. All I got was a too bad so sad. On the other hand, Southwes
: Reminds me of the time I went to Guadalajara thinking I was going to use my ticket fly home, only to find out there was an airport departing fee (only
: And you apparently are, Stephen. Thanks for making my day brighter!
: This forum shows how totally out of touch most people on here are. They can't stop thinking as airline fanatics who read about aviation and fly consta
: A response to this story has just appeared on the US Facebook page..... US Airways Some of you have seen stories about our customer who couldn’t pay
: Except she didn't book her ticket on the US Airways website, she used Orbitz so she wasn't privy to any kind of info US may have provided. The laws ha
: I am aware of the hoops I have to jump through when bags are lost. I am not aware of the hoops (airline enforced) you have to jump through.
: Hmm... this is very, VERY similar to that woman whose husband died and was having trouble getting a refund from SAA... after getting the refund, she
: Huh? The article implied that she eventually flew out on US after they agreed to charge her a total of $210 instead of $1000. What's this about anoth
: I am talking about using airline office as a storage room for uncleared bags from an unknown passenger. Security, then liability.
: Such a set up it wont be long before she sues...Thats the way people in the US see it since we have people here who sue for everything...Someone just
: They most certainly did. They told her she had to come up with money that didn't exist in order for her to bring her bag. Then when she said she'd ju
: After reading and re-reading the article, my main question is: Why didn't she fly WN instead? Ha ha,
: Come one really if that was me and they told me i could leave my bag behind I would have told them my friend is on his way to pick it up and take the
: If it was a non-stop, I suppose the flight might have been a codeshare operated by UA. I can't imagine US branded metal serving Idaho from SFO.
: Checked baggage fees and all the other fees that airlines charge are always covered by the news. I don't see how anyone, other than the elderly or chi
: USA these days actually stands for United States of Attorneys. I couldn't have said this better had I said it myself.
: One must also suspect the timing of the story as suspicious, It occurred in April and was reported/released on the heels of the most recent B6 flight
: Southwest will never take over the world. And milesrich, I'd love to see you do his job! Thank you bluewhale18210! milesrich, what are you suppose to
: Why could she not simply have taken her bags to a nearby trashcan, and thrown away some things, including the extra bag? Problem solved, and the CSR,
: If legacy airlines keep creating keep creating situations like this, you may need to revisit that sentiment sometime... Look like an idiot? Lying to
: I think a lot of the sentiments raised in this thread has to do with how businesses are operated these days. Years ago, people and companies had more
: Something tells me this woman didn't spend the entirety of 8 days at SFO airport. I bet she had some friends pick her up or she took the BART and left
: I saw her picture. Though she wasn't a cow, I can't imagine her in the world's oldest profession. I've been the CSR biz in our industry for almost 10