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USAirways: First Class = No Class  
User currently offlineNomadic From United States of America, joined Apr 2004, 444 posts, RR: 0
Posted (7 years 10 months 4 weeks 1 day 11 hours ago) and read 8484 times:

I hope my recent experience with USAirways First Class service is not representative of how they do business. The trip from beginning to end was a big disappointment.

Early last December I purchased a FC ticket from Albany NY to San Diego via Charlotte for travel in mid January. Shortly after the first of the year I was advised that the ALB CLT flight would now be operated with a regional jet and FC would not be available on that segment. I could live with that as it is only a flight time of about 90 min.

In the event of bad weather situations I allowed about 3 hours for my connection. The weather was beautiful so there were no ATC delays and my flight was posted for an on-time departure at 5:45pm. However, 20 minutes before boarding flight 1483 CLT SAN we were advised that the aircraft had to be taken out of service. A replacement was on the way from LAX and our new departure time was now 9:00pm.

As there was no space open on alternate routings, I had no choice but to wait. The US ground staff was certainly less than helpful. The attitude I received from several people was that the delay was an inconvenience to THEM and not the passengers. Our departure gate was changed 3 times and the more annoyed the passengers became the more testy the staff were. At no time did anyone apologize for the lengthy delay. There were few announcements updating us and they had a business as usual tone.

The replacement aircraft, an A321, finally arrived at 8:45pm. Boarding was at 9:15pm and push back was 9:40 almost exactly 4 hours late. Boarding was a cattle call with a rush to the door. There was no priority boarding for F/C and once seated there was no attention paid to those of us up front. All the F/As were in the back helping to stuff the overhead bins and trying to work out seating problems. (One of the ground staff finally came aboard to help hang up our coats and keep the aisle clear)

I was seated in 7A the last row of F/C. The aircraft was very shabby with old leather seats many of which did not recline (including mine). Seat pitch was tighter than expected. The passenger in front of me was able to recline the seat and I had a seat back in my face all evening. The lavatory was filthy. In the rush to turn the aircraft it obviously had not been cleaned.

Inflight service was an eye opener and not in a good way. Once upon a time a transcontinental non-stop flight in F/C was a way for an airline to show what it could do but obviously not on US. I know that the level of all service in-flight has gone down but not to this extent. No hot towels. Drinks were served in plastic cups, not glasses. As this was a 5 1/2 hour flight a meal was supposed to be available but not enough had been boarded and there were none left when the F/A came to my seat. But again there was no apology, just "...there are no meals left, what would you like to drink". I was a little shocked at the way she came across and I declined a drink. That was the last time a F/A came to see if I wanted anything for the remainder of the flight.

I won't go into more detail but to make a long story short, this was one of the most unpleasant flights I have ever taken. I realize that equipment problems do happen but the situation was not handled very well. I don't want to sound like a spoiled brat looking to monopolize the cabin staff. I rarely fly first class but decided to treat myself for this long journey. I am an officer on a cruise ship and I thought flying up front would be a nice treat before I begin a 6 month contract at sea. I know what good service is and I certainly did not see it with USAirways. I feel that the money spent on a First Class ticket was completely wasted. The only good thing to come out of this was that I paid extra attention to each guest boarding my ship the following day.

nomadic

40 replies: All unread, showing first 25:
 
User currently offlineEvan767 From United States of America, joined Aug 2005, 2957 posts, RR: 2
Reply 1, posted (7 years 10 months 4 weeks 1 day 10 hours ago) and read 8346 times:

Wow, if I were you I'd ask for a refund ASAP. The only reason people fly up front is for food and space. You didn't get either! Service in coach class certainly must have been better.


The proper term is "on final" not "on finals" bud...
User currently offlineMalaysia From United States of America, joined Nov 1999, 3377 posts, RR: 0
Reply 2, posted (7 years 10 months 4 weeks 1 day 10 hours ago) and read 8336 times:

Quoting Nomadic (Thread starter):
I was seated in 7A the last row of F/C. The aircraft was very shabby with old leather seats many of which did not recline (including mine). Seat pitch was tighter than expected. The passenger in front of me was able to recline the seat and I had a seat back in my face all evening. The lavatory was filthy. In the rush to turn the aircraft it obviously had not been cleaned.

I had same situation before, I was seated in row 3 on an A319 US from DCA-NAS-DCA and I did get drinks and they came around with basket of shortbread, chips, and nuts. But my seat could not recline either on the return and the seats are pretty worn out, the arm rests have lots of chips on the aisle side. My return had the seat pocket so worn out in front of me and it was almost falling out on me, (First class seat pockets are much bigger though) so it was touching my knees since one side was ripped (no more velcro to try to fix it)

Another thing I was a bit frustrated about is that sure the flight is 2 hours and 30 minutes which is considered to short for meals in First, but the US homepage at the time was actually displaying that lunch will be served on the return flight from NAS-DCA. we never had meals at all or any specialized snack on either leg. The only times I ever got full meals in First class was DCA-PHX, CMH-PHX, and BWI-LAS, on West Metal.



There Are Those Who Believe That There May Yet Be Other Airlines Who Even Now Fight To Survive Beyond The Heavens
User currently offlineFlyDreamliner From United States of America, joined Jan 2006, 2759 posts, RR: 15
Reply 3, posted (7 years 10 months 4 weeks 1 day 10 hours ago) and read 8336 times:

Jeeze,

That's completely awful, but then again, go figure, it is us. They offer more or less mediocre by LCC standard service... their Y is survivable, I guess.

For a more premier first class service, fly AA, UA, or even DL. The other thing however, is that airlines tend to put their finest service - the traditionally superior transcon service, on flights into LAX and SFO.



"Let the world change you, and you can change the world"
User currently offlineStitch From United States of America, joined Jul 2005, 31417 posts, RR: 85
Reply 4, posted (7 years 10 months 4 weeks 1 day 10 hours ago) and read 8325 times:
Support Airliners.net - become a First Class Member!

I've never had the...pleasure...of experiencing US First, but from my friends who have they have noted it is worse in ambiance then their domestic peers like UA, CO, and AA. Plastic cups are the norm for US in F, I am told, which is mighty sad. Of course, they used to serve (and may still do) the Economy BoB meals in F (for free), so...

No doubt part of your problem was the delay and aircraft swap, so the crew placed more importance on getting the bird in the air then servicing the FC pax on the ground, but I have noted in similar situations on UA that at least the Purser often tries to get OJ and water to the F pax, though this is easier on something like a 757, which boards through Door 2L, then an A321, which boards through 1L.

I did do SEA-PHL-SEA on them once in an A321, but I was in the Door 2R Exit Row. Legroom was fine but the seat was of an older design then UA's (my domestic carrier of choice) and not as comfortable.

The BoB was tasty, however, so at least those in F eat well.

[Edited 2007-01-27 18:35:39]

User currently offlineKFLLCFII From United States of America, joined Sep 2004, 3309 posts, RR: 30
Reply 5, posted (7 years 10 months 4 weeks 1 day 10 hours ago) and read 8312 times:

Quoting Nomadic (Thread starter):
I was seated in 7A the last row of F/C...many of which did not recline (including mine). The passenger in front of me was able to recline the seat and I had a seat back in my face all evening.

Was the original aircraft supposed to be an A321?

The last row in F/C on a US Airways A321 (and most first class sections on any aircraft with any carrier) have limited recline due to the bulkhead:

http://www.seatguru.com/airlines/US_Airways/US_Airways_Airbus_A321.php

If this was in fact the original aircraft type/seat booked, and you weren't aware of this condition, then better research should have been utilized when booking the flight.

Regarding everything else, I'm sorry to hear you didn't enjoy your flight. But I can guarantee it won't be just limited to US Airways.



"About the only way to look at it, just a pity you are not POTUS KFLLCFII, seems as if we would all be better off."
User currently offlineWhappeh From United States of America, joined Mar 2006, 1563 posts, RR: 2
Reply 6, posted (7 years 10 months 4 weeks 1 day 10 hours ago) and read 8312 times:

I think Row 3 on the A-319 and Row 7 on the A-321 are both bulkhead rows, and thus the seat won't recline. Kind of like the row before the Emergency Exit row. Its so the area behind the seat can be used has storage IIRC (if thats not the official reason, you still always find crew bags back behind those seats anyway).


-Travel now, journey infinitely.
User currently offlineWhappeh From United States of America, joined Mar 2006, 1563 posts, RR: 2
Reply 7, posted (7 years 10 months 4 weeks 1 day 10 hours ago) and read 8294 times:

Quoting Stitch (Reply 4):
egroom was fine but the seat was of an older design then UA's (my domestic carrier of choice) and not as comfortable.

Just to address this, the new seat design that is coming in is one of the most comfortable seats I've gotten to sit in yet. You'll bear hearing rave reviews about it.



-Travel now, journey infinitely.
User currently offlineHalls120 From , joined Dec 1969, posts, RR:
Reply 8, posted (7 years 10 months 4 weeks 1 day 10 hours ago) and read 8265 times:

Quoting FlyDreamliner (Reply 3):
For a more premier first class service, fly AA, UA, or even DL. The other thing however, is that airlines tend to put their finest service - the traditionally superior transcon service, on flights into LAX and SFO.

I fly first class from IAD to OAK on UA frequently (sometimes through DEN), and the service is exemplary. Real glass, good food, and outstanding service. It isn't just found on certain routes, in my experience. Same with DL's front cabin.

US is the one legacy carrier I avoid at all costs. Unless I actually want my baggage mishandled, of course.


User currently offlineWhappeh From United States of America, joined Mar 2006, 1563 posts, RR: 2
Reply 9, posted (7 years 10 months 4 weeks 1 day 10 hours ago) and read 8265 times:

Quoting Halls120 (Reply 8):
US is the one legacy carrier I avoid at all costs. Unless I actually want my baggage mishandled, of course.

I think your baggage is always going to be mishandled, just the other airlines have the courtesy to make sure it comes out facing the right way up, leaving you none the wiser.



-Travel now, journey infinitely.
User currently offlineCOERJ145 From United States of America, joined Jun 2005, 1421 posts, RR: 1
Reply 10, posted (7 years 10 months 4 weeks 1 day 8 hours ago) and read 8082 times:

I flew HP(after the merger) in FC(upgraded using miles) from SJC-LAS-PHX-BOS and missed the BOS flight. I was re-accomedated via LAS, and after calling up HP, got my miles refunded. You should go and request a refund, and write a letter to customer service, or even Doug Parker(US's CEO).

111 W. Rio Salado Parkway
Tempe, AZ 85281 (thats the corperate HQ)

US Airways
Attention: Customer Relations
4000 E. Sky Harbor Blvd.
Phoenix, AZ 85034 (customer service)
1-866-523-5333 (customer service)


User currently offlineArdian From Netherlands, joined Oct 2000, 550 posts, RR: 0
Reply 11, posted (7 years 10 months 4 weeks 1 day 8 hours ago) and read 8050 times:

Quoting COERJ145 (Reply 10):

I completely agree! If you write a complaint, I'm interested to hear what US will do with it, because the experience you had sounds quite afwull.


User currently offlineMSYtristar From , joined Dec 1969, posts, RR:
Reply 12, posted (7 years 10 months 4 weeks 1 day 7 hours ago) and read 7946 times:

My firend was on that same flight and shares your opinion of the flight pretty much to a tee. He was up in F as well and he wrote a nice complaint letter to US.

User currently offlineComeflywithme From Argentina, joined Sep 2006, 265 posts, RR: 2
Reply 13, posted (7 years 10 months 4 weeks 1 day 5 hours ago) and read 7741 times:

The more I read on trip reports taken on all US airlines the more I am beginning to think that service no matter what class you are in is non existant whether it be on domestic or international flights.

Makes me glad that I live in Europe where there are some decent airlines with good service.


User currently offlineDALelite From Switzerland, joined Jun 2000, 1770 posts, RR: 25
Reply 14, posted (7 years 10 months 4 weeks 1 day 5 hours ago) and read 7724 times:

I am sorry for your dissapointment on your F-Class trip on US.
But, haven't you read about the down grading in the domestic USA first class cabins at all? it is going down the drain almost with every american carrier.

regards: DALelite



They loved to fly and it showed..
User currently offlineEvan767 From United States of America, joined Aug 2005, 2957 posts, RR: 2
Reply 15, posted (7 years 10 months 4 weeks 1 day 5 hours ago) and read 7712 times:

Quoting Comeflywithme (Reply 13):
The more I read on trip reports taken on all US airlines the more I am beginning to think that service no matter what class you are in is non existant whether it be on domestic or international flights.

Makes me glad that I live in Europe where there are some decent airlines with good service.

Don't be fooled! USAirways certainly is not a representative for all US airlines' service! Airlines such as Delta are eons ahead in terms of service, comfort, and entertainment. This merger better NOT go through!



The proper term is "on final" not "on finals" bud...
User currently offlineDeltAirlines From United States of America, joined May 1999, 8913 posts, RR: 12
Reply 16, posted (7 years 10 months 4 weeks 1 day 4 hours ago) and read 7649 times:

Here are a few problems I have:

(1) US didn't serve the OP a meal. This is a failure on US' part. There are 26 seats in F on an A321, and since the question on most flights nowadays is "would you like a meal or no", it's pretty easy to cater 26 meals. The F cabin is pretty much always full on trans-cons, so it should be pretty easy.
(2) No priority boarding. Total lapse on the part of the ground crew. Not only does it expedite the boarding process by doing First, then Zone 1, etc. (Less congestion in the aisles, etc.) but also is a slap in the face to premium travellers; if this was a reconfigured A320, where there is no overhead space for Row 1, then that would be a major problem.

There are some things in F I can live with - I've come to accept plastic cups (although it's been nice on my NW and AA flights in F where they're real glass) and choosing between chicken or...well, chicken. But not catering the plane, etc. - very easy things to do, yet failing to do so, is poor service all around. US dropped the ball on this one completely.


User currently offlineBoeingguy1 From Ireland, joined Jan 2006, 415 posts, RR: 1
Reply 17, posted (7 years 10 months 4 weeks 13 hours ago) and read 7149 times:

Quoting Evan767 (Reply 15):

Don't be fooled! USAirways certainly is not a representative for all US airlines' service! Airlines such as Delta are eons ahead in terms of service, comfort, and entertainment. This merger better NOT go through!

Ladies and Gentlemen, the propoganda minister for DL... lets give him a round of applause.

As for your expereince on US, it happens to everyone at some point, on EVERY airline (But not on DL... because they are so immaculate even the holy spirit could fly them).  Embarrassment

I encourage you to write a letter to US and i'm sure they will rectify the problem. Out of the many times ive flown US, only a few have been bad. It happens to all of us at some point, and youre delay most definatly multiplied any situations that might have come up... one flight does not represent an entire airline.



Gatwick South! Id rather crash in Brighton!
User currently offlineSiouxATC From United States of America, joined Nov 2006, 386 posts, RR: 1
Reply 18, posted (7 years 10 months 4 weeks 10 hours ago) and read 7000 times:

That is not right, hopefully you can get something back, but who knows? You know how it is dealing with an airline like that.

User currently offlineS5FA170 From United States of America, joined Sep 2005, 534 posts, RR: 4
Reply 19, posted (7 years 10 months 4 weeks 10 hours ago) and read 6972 times:

Quoting DeltAirlines (Reply 16):
(1) US didn't serve the OP a meal. This is a failure on US' part. There are 26 seats in F on an A321, and since the question on most flights nowadays is "would you like a meal or no", it's pretty easy to cater 26 meals. The F cabin is pretty much always full on trans-cons, so it should be pretty easy.

Their is no excuse for the breakdown in customer service - but I would like to point out that it is the policy of USAirways, and some other mainline carriers, to never delay (or further delay) a flight for catering. If it doesn't show up, it doesn't show up. If it shows up improperly, you make due. Unfortunately it required a judgement call on behalf of your flight attendant, and she chose to serve what she had and make due with those of you who, unfortunately, would not receive a meal.



Prepare doors for departure and cross-check.
User currently offlineEvan767 From United States of America, joined Aug 2005, 2957 posts, RR: 2
Reply 20, posted (7 years 10 months 4 weeks 10 hours ago) and read 6956 times:

Quoting Boeingguy1 (Reply 17):
Ladies and Gentlemen, the propoganda minister for DL... lets give him a round of applause.

*Bows* Thank you, thank you all.



The proper term is "on final" not "on finals" bud...
User currently offlineBA319-131 From United Kingdom, joined Jan 2001, 8589 posts, RR: 54
Reply 21, posted (7 years 10 months 4 weeks 5 hours ago) and read 6775 times:
Support Airliners.net - become a First Class Member!

Interesting report.

Quoting Comeflywithme (Reply 13):
Makes me glad that I live in Europe where there are some decent airlines with good service.

- True, except for the likes of FR!!  Smile

Quoting DALelite (Reply 14):
I am sorry for your dissapointment on your F-Class trip on US.
But, haven't you read about the down grading in the domestic USA first class cabins at all? it is going down the drain almost with every american carrier

- True.

This looks like a 1 off bad flight. I've had many US flights in all classes, all have been fine even the 1 with a big delay, US were great with delay, most helpfull.

Rgds

Mark



111,732,3,4,5,7,8,BBJ,741,742,743,744,752,762,763,764,772,77L,773,77W,L15,D10,30,40,AB3,AB6,A312.313,319,320,321,332,333
User currently offlineAlaskaqantas From New Zealand, joined Dec 2005, 906 posts, RR: 4
Reply 22, posted (7 years 10 months 4 weeks 5 hours ago) and read 6742 times:

...wow...i'm sorry to hear your trip wasn't good.

I have flown US. Going over from Philadelphia to CDG. One way was in First class, the other way was in economy. After that trip we will not fly with US again. In economy our over head lights wouldn't turn on when the rest of the cabin was dark. Even after asking the F/A's wouldn't help us. Then the lights in our row turned on and wouldn't go off and the PTV's froze and wouldn't work. We asked the F/A's if there were any other seats, of anything that they could do. They said "No, we're busy" and went on chatting back there. ohh and my seat wouldn't properly recline, everytime I would lean forward a wee bit it would come up... it was really annoying because at that time I was a light little bugger so I couldn't keep it back. Up front wasn't what you would expect, lets just put it that way.

I hope that you contact US and complain, as I wish we would have done.
~Cheers-
~~Kyle H.



to some people the sky is the limit, to aviation enthusiasts, its home!
User currently offlineAY104 From Canada, joined Nov 2005, 505 posts, RR: 6
Reply 23, posted (7 years 10 months 3 weeks 6 days ago) and read 6201 times:

Quoting Nomadic (Thread starter):
I don't want to sound like a spoiled brat looking to monopolize the cabin staff.

You don't sound like that at all. Sounds like you would have had better service on just about any other airline in coach class. I totally empathize with you. The odd time I do pay extra for F, I am treating myself and hope for a great experience. Nowadays, I prefer to go out at least a couple of times a month for a really nice meal at one of the better restaurants in town, for a real good dining experience. I pretty much leave my travels by air to Y class, and don't expect anything, then am not disappointed.
Heck, you are not even complaining about no PTV's or the IFE like many in these forums. You would just like basic good service, and I am sorry you were disappointed.
Cheers,
AY104



The only thing a customer should expect for his/her loyalty is good service
User currently offlineBimmerkid19 From , joined Dec 1969, posts, RR:
Reply 24, posted (7 years 10 months 3 weeks 5 days 20 hours ago) and read 6105 times:

Quoting Stitch (Reply 4):

In March of 2003, I had the chance to experience US First Class on a flight from MSP-CLT.. in an A319 We were supposed to fly in Economy, but there was this airline employee travelling with his family and they all wanted to sit together.. so we offered up our seats... and the economy was 100% full and we offered to stay back and wait for the next flight.. then the station manager and the gate agent were talking for awhile.. and then they called us to the podium and said have a great spring break.. and they upgraded us onto First Class for that flight and also the flight from CLT-TPA!! The service was great!


25 Ca2ohHP : Yeah I agree. If you contact US Customer Relations (even if you cut and paste your trip report), they will compensate you. Heck I'd ask for it for do
26 MattCan : Nomadic, Sorry to hear of your rough trip. Ground staff really have to pick up the customer service ball in these cases, yet they seldom do. If the CL
27 Post contains images Analog : There's your mistake; you paid for F on US. F on US is great, for those who get it for free (DM Preferred) or cheaply ($50/500 miles via GoFirst with
28 OA260 : Hmm that sounds like a mirrored image of my flight with them back in November F domestic and C trans atlantic . Both worse than Ryanair!! I will never
29 N766UA : You should see the guys US contracts to do under-wing here in CLE. If you get fired from any other airline with their own ramp agents, go to them, th
30 Jycarlisle : Nomadic, I also am sorry to hear that you had such a horrible flight. In 1999, I flew from DTW-RDU on NW in F/C. I was quite surprised that the "snack
31 Crjflyer35 : Wow, that's really pitiful...I work for one of US' regional partners, and I've flown mainline a few times from PHX-ORD-PHX and got some attitude from
32 EXAAUADL : That's what would have become with DL had the merger gone thru
33 Ca2ohHP : Old news....move on....you DL folks are really annoying.
34 CV990 : Hi! I flew US too last October, from LAX to PHL and from PHL to LIS on Economy. The first flight, from LAX to PHL was actually quite good, I liked the
35 Treebeard787 : Thats too bad that you had such a bad experience with US. I just flew with US in First up to MSP and I was very pleased with it! Free food and free he
36 Evan767 : Looks like he's not the only one who needs to move on!
37 N766UA : Yeah, that's what happens when you try to buy us out.
38 N501US : I just had to book a last minute PBI-SFO-PBI Ticket for Monday. I'm Gold on DL but with Speedweeks, President's weekend, Valentines day, etc, I could
39 Elite : That sounds horrible... I've heard that Continental is the best to fly, and through personal experience I have to agree.
40 A340600 : That is not all, we pay extra for F/J for the service both on the ground and in the air too. This is shocking, how any airline can mess up meals and
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