tockeyhockey
Posts: 880
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My First Trip On US, My Last Trip On US

Thu Jan 31, 2008 1:32 pm

I haven't flown US in over 10 years. Now I remember why.

I had to fly from BWI to SJU via CLT last week. And let me just tell you that I couldn't imagine a bigger nightmare.

First things first: I get to check in and tell them that I am Star Alliance Gold. They tell me too bad, I need to get in line with everyone else. Only Chairman's Preferred or whatever get to go in the shorter line. I say fine to that. When I get to the kiosk to check in, I realize I don't have a seat assignment, even though I purchased this ticket months ago and absolutely know that I selected seats. Even the agent said I did, but that they had given them away or some such nonsense. So since I didn't have a seat assignment, I would have to wait until check in on both legs to figure out where I was sitting.

That was fine for BWI to CLT, (which was delayed 30 minutes), but when I got to CLT, they told me that the flight was over-sold and that I was going to get bumped. Did it matter to them that I had in fact picked my seats months ago? Not at all. (I will say this, the people at CLT were nice, if not helpful.) So they tell me they can route me through St. Thomas on US where I will transfer to AA for a trip to SJU. That was my only option, so I took it.

I got to St. Thomas about two hours after I was supposed to be at SJU, and I still had a ridiculous hurdle to jump. St. Thomas isn't exactly a "hub" airport. They forced me to go all the way around the airport and go through customs to make my flight. When I got back through about an hour later, I had to literally run to my flight to make it. The seat assignment they gave me in CLT for the AA flight was good enough to get me on the flight, but it turned out that someone at St. Thomas had already taken my seat. So I was forced to sit in the way far back part of the airplane. Luckily, there were some empty seats. The AA FA was amazed that they let me onto the flight. He said that if the flight were full, I would have been bumped because the AA staff at St. Thomas had no idea I was coming.

So then I finally make it to SJU, about two and a half hours late to find that my baggage is nowhere to be found. I call US and they tell me that the SJU baggage people close down at 4:00 PM! I decided to take a cab to my hotel and see if they could help me get my bags. They couldn't. They ran into one after another rude associate on the phone both on the 1-800 number and the local number. The only option was to wait until morning and go back and get my bags myself when they finally did arrive. $80 in cabs and one day later, I finally was able to get my bags. US refused to bring them out to my hotel.

The flight home was not nearly as jumbled, but was equally horrible. This time they had my seat assignments, but the check in crew was no where to be found. I and dozens of others waited in line for one of two people to assist us. I stood at the kiosk for 15 minutes before someone came to take my bags.

The FA's on both flights were unbelievably rude and unhelpful, yelling at people for not moving fast enough, and giving no assistance to a group of students flying with instruments who were having trouble finding storage space for their stuff.

Then the final insult: I get to BWI and my "priority" bags are the last two bags off the belt. I was just incensed at this point and went over to the baggage office (which was actually open!) and I tore off one of the priority tags and put it on the desk and asked "what is the point of these tags when your bags come off last?" She had no answer other than saying
 
Maverick623
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RE: My First Trip On US, My Last Trip On US

Thu Jan 31, 2008 2:13 pm

You got a lot to learn about flying my friend.

Quoting Tockeyhockey (Thread starter):
First things first: I get to check in and tell them that I am Star Alliance Gold. They tell me too bad, I need to get in line with everyone else. Only Chairman's Preferred or whatever get to go in the shorter line.

Many airlines, not just US, give preferred check-in to their members only.

Quoting Tockeyhockey (Thread starter):
When I get to the kiosk to check in, I realize I don't have a seat assignment, even though I purchased this ticket months ago and absolutely know that I selected seats.

:sigh: You select your seat, based on availability. Obviously you bought the cheapest fare, and the flight was oversold, leading you to be placed on the HKN list.

Quoting Tockeyhockey (Thread starter):
they told me that the flight was over-sold and that I was going to get bumped. Did it matter to them that I had in fact picked my seats months ago?

See above. And next time read the fine print under the seat map. Oh, and every single US airline does that.

Quoting Tockeyhockey (Thread starter):
They forced me to go all the way around the airport and go through customs to make my flight. When I got back through about an hour later, I had to literally run to my flight to make it.

US hardly forced you to do anything, it was the government regulations of St. Thomas.

Quoting Tockeyhockey (Thread starter):
The seat assignment they gave me in CLT for the AA flight was good enough to get me on the flight, but it turned out that someone at St. Thomas had already taken my seat. So I was forced to sit in the way far back part of the airplane.

And yet you don't refuse to fly AA, even though that incident was clearly their fault  sarcastic 

Quoting Tockeyhockey (Thread starter):
US refused to bring them out to my hotel.

Because AA was the last carrier you embarked on, they are responsible for getting your bag to you. Perhaps you should have tried them?

Quoting Tockeyhockey (Thread starter):
Then the final insult: I get to BWI and my "priority" bags are the last two bags off the belt.

The final insult? How about the only insult. Everything else you have ranted about is (unfortunately) standard airline practice in the US. You should do some research before blowing up at some ticket agent who has nothing to do with your flight being oversold.
"PHX is Phoenix, PDX is the other city" -777Way
 
RJ100
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RE: My First Trip On US, My Last Trip On US

Thu Jan 31, 2008 2:52 pm

Well, US started to mess up things so they are in the end responsible at least to limit the pain for a customer, even if you get rebooked on other carriers. Even if AA was responsible for the bags US cannot simply refuse any help as they oversold their own flights and the rebooking was not the customers decision. People who act like this simply don't belong into a service industry. Even if other carriers behave the same, that doesn't make it better but in fact is quite a bad sign for the overall service level...
none
 
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SOBHI51
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RE: My First Trip On US, My Last Trip On US

Thu Jan 31, 2008 3:42 pm



Quoting Maverick623 (Reply 1):
:sigh: You select your seat, based on availability. Obviously you bought the cheapest fare, and the flight was oversold, leading you to be placed on the HKN list.

So i buy my ticket cheap or not USAir took my money and then refused me boarding.That is normal?

Quoting Maverick623 (Reply 1):
Because AA was the last carrier you embarked on, they are responsible for getting your bag to you. Perhaps you should have tried them?

That is IF USAIR transferred the luggage to AA.I really doubt that because he collected it from USAIR.
I am against any terrorist acts committed under the name of Islam
 
tockeyhockey
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RE: My First Trip On US, My Last Trip On US

Thu Jan 31, 2008 4:51 pm



Quoting Maverick623 (Reply 1):
You got a lot to learn about flying my friend.

wow, with a condescending attitude like that, you should get a job in customer relations at US! you'd fit right in.

I fly over 100,000 miles a year, 95% of it on UA. I've never had an issue in the past 10 years that came even close to this one.

Quoting Maverick623 (Reply 1):
US hardly forced you to do anything, it was the government regulations of St. Thomas.



Quoting Maverick623 (Reply 1):

Because AA was the last carrier you embarked on, they are responsible for getting your bag to you. Perhaps you should have tried them?

And yes, my bags never did make it to AA, so it wasn't their problem. And there was no way US should have offered to have me "connect" at an airport where there are no connections. But I guess I should have been smart enough to see that coming? Sure...

Quoting Maverick623 (Reply 1):
:sigh: You select your seat, based on availability. Obviously you bought the cheapest fare, and the flight was oversold, leading you to be placed on the HKN list.

And as for the "price of the ticket", that has nothing to do with it. I buy all types of tickets from UA and they have never just plain lost a seat assignment. Once you enter it online, it usually sticks... unless you are at usairways.com apparently.

Quoting Maverick623 (Reply 1):
Many airlines, not just US, give preferred check-in to their members only.

And one more response to your ridiculous post: at the check in gate at BWI, US has a sign that says "first class, chairman's preferred, star alliance gold". But I guess that I have a lot to learn about flying, since I need to know that signs that say I am allowed to go a certain place don't actually mean that I'm allowed to go a certain place.

I think it is US that has a lot to learn about flying!
 
united319
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RE: My First Trip On US, My Last Trip On US

Thu Jan 31, 2008 5:30 pm



Quoting Tockeyhockey (Thread starter):
First things first: I get to check in and tell them that I am Star Alliance Gold. They tell me too bad, I need to get in line with everyone else. Only Chairman's Preferred or whatever get to go in the shorter line.

They are supposed to let you check-in using their premium line. I work for UA and we allow ALL Star Gold and Silver members to use the Premier/1K/GS line. Their line at my airport says that Star Gold and Sivler are allowed to use the premium line. Sorry you had a bad experience. I always recieved good service with them when flying non-revenue. As a revenue customer however, thats a different story.
It's Time To Fly
 
deltairlines
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RE: My First Trip On US, My Last Trip On US

Thu Jan 31, 2008 5:41 pm



Quoting Maverick623 (Reply 1):
Many airlines, not just US, give preferred check-in to their members only.

*Gold perks include priority check-in. Doesn't matter what airline you're *G on, if you have that little card you can use the First Class check-in. Agent was completely wrong on this matter and I would have asked for the station manager so that this agent could be re-educated properly.

Quoting Tockeyhockey (Thread starter):

That was fine for BWI to CLT, (which was delayed 30 minutes), but when I got to CLT, they told me that the flight was over-sold and that I was going to get bumped. Did it matter to them that I had in fact picked my seats months ago? Not at all.

Seat assignments aren't guaranteed. That's a reason why I'm monitoring my reservations on a regular basis (and daily before an upcoming trip) - make sure everything is in line. Plus, there's always OLCI to take care of it.

Plus, let's just say that USAirways.bomb isn't the greatest website out there. I've had problems before getting seat assignments to stick there. One of the poorer designed airline websites out there.
 
flyCMH
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RE: My First Trip On US, My Last Trip On US

Thu Jan 31, 2008 6:16 pm



Quoting SOBHI51 (Reply 3):
Quoting Maverick623 (Reply 1):
Because AA was the last carrier you embarked on, they are responsible for getting your bag to you. Perhaps you should have tried them?

That is IF USAIR transferred the luggage to AA.I really doubt that because he collected it from USAIR.

That is irrelivant. Delayed baggage claims are to be filed with the airline one flew in on (in this case AA), even if the bag will likely come in on the original carrier (in this case US). It's USAirways' fault for not explaining proper procedure, but they were in fact not responsible for taking a claim and delivering the bag. All that should have been done with American, who would have been responsible for collecting the bag from USAirways when it arrived in SJU and delivering it for the customer.
712,722,732/3/4/5/7/8/9,744,752/3,762/3,772/3,788,318,319,320,321,332,333,343,346,380,D93,M88,M11,F100,B11,L10,146,CR1/2/7/9,E35/40/45/70/75/90,E20,SF3,ATR,AT7,J41,DH1/3/4
 
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SOBHI51
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RE: My First Trip On US, My Last Trip On US

Thu Jan 31, 2008 6:31 pm



Quoting FlyCMH (Reply 7):
That is irrelivant. Delayed baggage claims are to be filed with the airline one flew in on (in this case AA), even if the bag will likely come in on the original carrier (in this case US). It's USAirways' fault for not explaining proper procedure, but they were in fact not responsible for taking a claim and delivering the bag. All that should have been done with American, who would have been responsible for collecting the bag from USAirways when it arrived in SJU and delivering it for the customer.

In a perfect world maybe.But USAIR kept his luggage,AA never received it.USAIR should have delivered it to his hotel with
an apology.Airlines in the USA should look at other company's and try to imitate( just try),maybe then they will have a better service and image.
I am against any terrorist acts committed under the name of Islam
 
B747forever
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RE: My First Trip On US, My Last Trip On US

Thu Jan 31, 2008 6:45 pm

Nice read.

What a misery you had with US!!! Really sad!!!


Thank you for sharing

B747forever
Work Hard, Fly Right
 
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OA260
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RE: My First Trip On US, My Last Trip On US

Thu Jan 31, 2008 7:50 pm



Quoting Maverick623 (Reply 1):
Many airlines, not just US, give preferred check-in to their members only.



Quoting DeltAirlines (Reply 6):
*Gold perks include priority check-in. Doesn't matter what airline you're *G on, if you have that little card you can use the First Class check-in. Agent was completely wrong on this matter and I would have asked for the station manager so that this agent could be re-educated properly.

Totally correct the check in agent was well out of order. I havnt really had an issue with checking in with US as a Star Gold but the onboard service is terrible. The Ryanair of Star Alliance .
 
COERJ145
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RE: My First Trip On US, My Last Trip On US

Thu Jan 31, 2008 8:10 pm



Quoting OA260 (Reply 10):

Totally correct the check in agent was well out of order. I havnt really had an issue with checking in with US as a Star Gold but the onboard service is terrible. The Ryanair of Star Alliance .

How is it so terrible? Their Inflight service is standard for US domestic airlines these days. It isn't as bad(yet) as SkyBus which is mimicking Ryanair.
 
mspdl
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RE: My First Trip On US, My Last Trip On US

Thu Jan 31, 2008 8:23 pm

Bud I work in baggage service...i know it sounds crazy and sometimes it is.. but the last carrier to fly to you your destination takes responsibility for the bag. If your bag does not arrive on AA then take a freakin bag claim so they can deliver the bag. If the bag arrives on US then US will give the bag to AA.. (by the way this will be in your reservation so US knows what carrier you flew on) and AA delivers the bag. It is the nature of the beast..sorry you had a miserable flying experience. But now you know what to do if this happens again.
 
AA767LOVER
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RE: My First Trip On US, My Last Trip On US

Thu Jan 31, 2008 11:45 pm

No need to condescend anyone. Some airlines are better than others. Lesson: choose wisely who you go with.

Even if I was Skyteam Elite, NW in HKG treated me like crap. NW doesn't honor other ST Elites. So Tockeyhock(ey), don't feel too bad. Like you, I wonder what the hell was the point behind Priority tags. It's like I'm a dog if I fly anything less than NW. Now NW has improved since 2006 so they get a brownie point. However two airlines I will like for always is AA and CO. US Airways Express is ok, but forget about long haul.
J.I. Tsui, American Advantage Member, United Mileage Plus (Premier)
 
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SOBHI51
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RE: My First Trip On US, My Last Trip On US

Fri Feb 01, 2008 12:23 am



Quoting Mspdl (Reply 12):
If the bag arrives on US then US will give the bag to AA.. (by the way this will be in your reservation so US knows what carrier you flew on) and AA delivers the bag.

Agreed but the problem here is that he retrieved his luggage from USAIR so they did not even handed it to AA so they can send it to him and so AA will not have any record on missing luggage.
I am against any terrorist acts committed under the name of Islam
 
a340crew
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RE: My First Trip On US, My Last Trip On US

Fri Feb 01, 2008 2:28 am

They forced me to go all the way around the airport and go through customs to make my flight.

Isn't CLT-STT-SJU all domestic??? Why did you have to go thru customs
 
Cory6188
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RE: My First Trip On US, My Last Trip On US

Fri Feb 01, 2008 4:11 am



Quoting A340Crew (Reply 15):
Isn't CLT-STT-SJU all domestic??? Why did you have to go thru customs

Not exactly. There's an odd difference between the Virgin Islands and Puerto Rico in which you're only allowed to purchase a certain amount of goods while you're in the Virgin Islands, but there's no limit in Puerto Rico. Therefore, all arriving pax in STT are forced to walk outside, around the terminal, in order to get to baggage claim -- they don't keep track of who comes in at all. All departing pax must go through customs, and the only way out of the terminal is by getting on a departing aircraft -- it's not an immigration check, just customs to make sure that you aren't over the limit (or to pay duty if you are). SJU, on the other hand, is set up like a regular terminal like everywhere else in the US.
 
xjramper
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RE: My First Trip On US, My Last Trip On US

Fri Feb 01, 2008 5:57 am



Quoting SOBHI51 (Reply 14):
Agreed but the problem here is that he retrieved his luggage from USAIR so they did not even handed it to AA so they can send it to him and so AA will not have any record on missing luggage.

Because from what the OP said, he never talked to AA. Had he filed a claim with AA, because that was the last carrier he was on on the inbound trip, they would have had the bags brought from US over to AA and then delivered. Since he failed to claim them with AA, US prolly talked to AA and asked if he took a claim. When they said no, there was no reason for US to expense a delivery for a claim that was never filed.

I had a couple a few weeks ago that flew in on AA into MCO due to some sort of mechanical issue around the time of the weather snow storms, etc going thru Atlanta, so everything coming into Daytona was full. Well naturally, their bags did not arrive with them because our ramp at their origin failed to transfer the bags in time over to AA. Well they left MCO, drove to Daytona thinking they would just claim their baggage here in Daytona. Well, we did not have the bags nor could I take a claim for them because they needed to do that with AA and they do not serve DAB. I was able to locate their baggage and get it sent up to DAB but those folks had to come back and pick up their baggage. All because they did not make a claim with AA. Sad, but thats how it works.

XJR
Look ma' no hands!
 
Maverick623
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RE: My First Trip On US, My Last Trip On US

Fri Feb 01, 2008 7:40 am



Quoting Tockeyhockey (Reply 4):
wow, with a condescending attitude like that, you should get a job in customer relations at US! you'd fit right in.

Actually, it's why I don't work customer service. I tend to be very anti-ignorance, regardless of who's really at fault.

Quoting Tockeyhockey (Reply 4):
And yes, my bags never did make it to AA, so it wasn't their problem.

Yes, it was. I'll rephrase my earlier statement: you have a lot to learn about how the industry works.

Quoting Tockeyhockey (Reply 4):
But I guess I should have been smart enough to see that coming? Sure...

No, but you really didn't have to take it like that either. As a 100,000 mile/year passenger, I'd think you'd know how to play the system.

Quoting Tockeyhockey (Reply 4):
And as for the "price of the ticket", that has nothing to do with it.

Oh yea it does. Ask ANY airline's gate staff how they get the list of HKNs. It's by fare code. You get by with UA because you're a frequent flyer with them, which can override that.

Quoting Tockeyhockey (Reply 4):
I buy all types of tickets from UA and they have never just plain lost a seat assignment.

Did you book with US using your FF#? If so, then you should have pressed the issue further at check-in. If not, well, how else are they supposed to know not to bump you?
"PHX is Phoenix, PDX is the other city" -777Way
 
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SOBHI51
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RE: My First Trip On US, My Last Trip On US

Fri Feb 01, 2008 10:22 am

Ok a story of how any service oriented company does go out of it's way to help its customers.

August 2007,London,The Mandarin hotel.my first ever stay there so not a regular.I check my 2 pieces of luggage with the doorman,took a receipt from him.check in one hour later as the room was not ready yet.Luggage never arrived? The concierge went out of his way to find them to discover that they were loaded by mistake into a luggage truck with a big group.Now here were it gets interesting. The concierge contacted the credit card company of the person in charge of the group,he managed to get his mobile number,contacted him,and got the info that the truck was on his way by road to a hotel in Paris.The concierge informed him that there is 2 extra pieces that do not belong to the group on the truck.The concierge also contacted the Paris hotel concierge and informed him of the situation and to look for those 2 pieces on arrival of the group.In that time the GM of the hotel contacted me and asked me to go shopping in any store in London and buy whatever i needed for the next 2 days no limit.I bought a couple of shirts some underwear,socks etc...The hotel provided me with top of the line toileteries,ie shampoos,deodorent,shaving kit etc...At 10 pm received a phone call from the concierge that my luggage was located and that a person will take the first Euro train the next morning to Paris to fetch them.I can not recall how many phone calls i received that night and the next morning with apologies from every head of department in the hotel.My luggage was delivered to me the next day at around 1pm.The only bad thing about the story is that i did have to buy another luggage to put all the items i bought and the multi gifts i received from the hotel including a very nice PJ.
Mistakes do happen we are only human.But if you are in the service oriented industry your response to a crisis is what will separate you from others and there is were you should earn a good or a bad reputation.
I am against any terrorist acts committed under the name of Islam
 
tockeyhockey
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RE: My First Trip On US, My Last Trip On US

Fri Feb 01, 2008 2:22 pm



Quoting A340Crew (Reply 15):
They forced me to go all the way around the airport and go through customs to make my flight.

Isn't CLT-STT-SJU all domestic??? Why did you have to go thru customs

that's a damn good question, one which i wish i knew how to answer. i had to check through with the homeland security desk in STT. it seems to me that even with the USVIs and Puerto Rico being US territories, the rules are much stricter than they used to be.

What is probably more important is that regardless of the rules of Homeland Security, US staff in CLT should have know that you cannot easily connect from one jet to another at STT. It's simply not a connecting airport. We had to walk outside down the entire length of the airport, which essentially led to the baggage claim or parking lot. Then we had to go back through customs/security. It was ridiculous.
 
tockeyhockey
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RE: My First Trip On US, My Last Trip On US

Fri Feb 01, 2008 2:29 pm



Quoting Maverick623 (Reply 18):
Quoting Tockeyhockey (Reply 4):
And yes, my bags never did make it to AA, so it wasn't their problem.

Yes, it was. I'll rephrase my earlier statement: you have a lot to learn about how the industry works.

just to clarify, AA had no record of my bags. they did not know i was even supposed to be on that flight. I have no idea how my boarding pass even got me on that plane, since the seat assignment was given to someone else. when i asked around the AA baggage claim for my bags, none of them had any way to track me or my bags. my tags did not scan in their system, and they didn't even know i was on the flight!

please try to find a way to blame that on me and my "ignorance" of the business. i'd love to see you spin this one.
 
ANCFlyer
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RE: My First Trip On US, My Last Trip On US

Fri Feb 01, 2008 4:24 pm



Quoting Tockeyhockey (Reply 20):
that's a damn good question, one which i wish i knew how to answer. i had to check through with the homeland security desk in STT. it seems to me that even with the USVIs and Puerto Rico being US territories, the rules are much stricter than they used to be.

Incorrect. Rules haven't necessarily changed . . .

Puerto Rice does not require US Customs clearance when traveling domestically. It is considered within the US Foreign Trade Zone.

The USVI are considered outside the US Foreign Trade Zone, therefore, you must clear customs prior to returning to Puerto Rico, CLT or where ever.
FOR THOSE THAT FOUGHT FOR IT, FREEDOM HAS A FLAVOR THE PROTECTED WILL NEVER KNOW OR UNDERSTAND
 
b707forever
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RE: My First Trip On US, My Last Trip On US

Sat Feb 02, 2008 12:08 am

Sorry for the awful trip. Not an unusual story with US I'm afraid. THey remind me of trips I've had with NW too. I try to avoid them both.
 
xjramper
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RE: My First Trip On US, My Last Trip On US

Sat Feb 02, 2008 3:05 am



Quoting Tockeyhockey (Reply 21):
just to clarify, AA had no record of my bags.

They aren't going to have record of your bags. However, I bet you 10 bucks they knew you were going to be on that plane, you just probably got to the aircraft less than 15 minutes prior to boarding. At that time, the gate agent has the right to remove your seat and give it to someone else. Now, if you get on board and someone has taken your seat because they wanted to sit next to their associate, then thats on you to move them. But, they wouldn't let you on the aircraft if you were not actually booked and confirmed on the flight.

I am not going to beat a dead horse, but next time you get rerouted on another carrier and your bag does not make it, don't call the original airline you were scheduled on. Make a claim right there with the airline that brought you to your destination. Simple as that.

XJR
Look ma' no hands!
 
therunway
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RE: My First Trip On US, My Last Trip On US

Sat Feb 02, 2008 5:37 am



Quoting XJRamper (Reply 25):
I am not going to beat a dead horse, but next time you get rerouted on another carrier and your bag does not make it, don't call the original airline you were scheduled on. Make a claim right there with the airline that brought you to your destination. Simple as that.

Yes. I work at Central Baggage for a major airline and I see this daily. "Yes, even though you were scheduled to fly on X Airline, since we were your final carrier, we are taking your claim. You are more than welcome to contact the OA, but once you tell them we were your final carrier, they will direct you right back to us. (9 times out of 10 anyway.) Our tracing department has the responsibility of getting your bag back to you."

Or, "Yes, I am sorry that your bags were delayed for 3 days and OA told you it was because we didn't get the bag to them during your connection, however ... since OA was your final carrier, you need to contact them for any compensation. Had the airlines been reversed, we would be taking your claim."

And this leaving the airport before filing a claim business has got to stop. Passengers have 4 hours to file a claim. That should be done before leaving the airport.
 
tockeyhockey
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RE: My First Trip On US, My Last Trip On US

Mon Feb 04, 2008 1:50 pm



Quoting Therunway (Reply 25):
And this leaving the airport before filing a claim business has got to stop. Passengers have 4 hours to file a claim. That should be done before leaving the airport.

to clarify one more time, there was no one at the airport to file a claim with. the baggage office was closed. what was i supposed to do, sit around and talk to the janitors and security guards?

and furthermore, i even took the time to call US airways while i was in the airport to see if the operator at customer service could locate a station manager who could help me. i sat on the empty baggage belt for about a half an hour doing that before i left the airport.

i just get so sick of airlines blaming passengers. we are in your hands. when things go wrong, you cannot expect us to automatically know the exact best thing to do in every situation.
 
jfidler
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RE: My First Trip On US, My Last Trip On US

Mon Feb 04, 2008 3:32 pm

I flew US DCA-CLT-TPA and back TPA-DCA a few weeks ago. I am a Star Alliance Gold on SK, and I was allowed to use preferred check-in lines, and was also given access to the lounge. It's too bad to hear they denied you the preferred check-in lines at BWI.
 
ac888yow
Posts: 394
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RE: My First Trip On US, My Last Trip On US

Mon Feb 04, 2008 4:01 pm

I too was stupid enough to try US last summer and I can't even begin to describe my experience and express how awful they are. I hope for their swift liquidation. US Airways is a disgrace.
 
richierich
Posts: 3305
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RE: My First Trip On US, My Last Trip On US

Mon Feb 04, 2008 6:26 pm



Quoting Maverick623 (Reply 1):
See above. And next time read the fine print under the seat map. Oh, and every single US airline does that

Not every airline.

Quoting Tockeyhockey (Reply 4):
wow, with a condescending attitude like that, you should get a job in customer relations at US! you'd fit right in.

Funny!

Quoting AC888YOW (Reply 28):
I too was stupid enough to try US last summer and I can't even begin to describe my experience and express how awful they are. I hope for their swift liquidation. US Airways is a disgrace.

I'm not a big US fan, but that's a little harsh isn't it? Problems or not, you actually want to see thousands of people put out of work? Its the system that is broken and most US crew are just trying to do their job. If there are bad apples working there, that's too bad but I can promise every airline has its share of them.
None shall pass!!!!
 
ac888yow
Posts: 394
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RE: My First Trip On US, My Last Trip On US

Mon Feb 04, 2008 7:09 pm



Quoting Richierich (Reply 29):
I'm not a big US fan, but that's a little harsh isn't it?

Based on my experience, no. The public needs to know the truth about US Airways. Every airline has its problems, but they are by FAR the worst I have ever come across. Their reputation is well-deserved and not exaggerated.

Quoting Richierich (Reply 29):
Problems or not, you actually want to see thousands of people put out of work?

Of course I don't want thousands of innocent people to be out of work. However I will say that every one of those people I dealt with deserves to be out of work (or at least not to be working in a service-based industry).
 
mspdl
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RE: My First Trip On US, My Last Trip On US

Mon Feb 04, 2008 7:16 pm

we are not blaming the passenger for a mess up, and you are not going to know all the rules regarding airline policy and lost luggage.. but let this be a lesson for you for future travel. Please tell all your friends/co-workers/family whoever...that if their bag is misplaced/lost/rerouted.. whatever.. they dont have it at their final destination.. to take a missing bag claim with the LAST carrier they flew. Does not matter who they checked in with first or what airline alliance they are with..the airline policy is to take the missing bag claim with the LAST carrier the passenger flew. You are more than welcome to go check with the original carrier you flew with, perhaps they might have more information for you. However the last carrier that you flew has the burden of delivering your bag to you. They have to eat the cost of the baggage delivery. Like I said in my original post, this sometimes makes no sense.. but that is not for you to argue. Now I suspect the AA people in wherever you were did not want to help you.. and of course that makes your situation worse. AA can make a baggage claim with the US tag number you had.. it may not be just the way AA wants it...none the less..they can still put a tracer on it and deliver your bag.
 
richierich
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Joined: Sat Nov 04, 2000 5:49 am

RE: My First Trip On US, My Last Trip On US

Mon Feb 04, 2008 7:18 pm



Quoting AC888YOW (Reply 30):
Of course I don't want thousands of innocent people to be out of work. However I will say that every one of those people I dealt with deserves to be out of work (or at least not to be working in a service-based industry).

In fairness, my last few trips on them have been OK. Not great but OK. My bags even made it through the PHL hub as they were supposed to!
My father recently flew US from MYR after having problems with NK. Also connecting through PHL, he said his US experience was a good one! Granted, this is a comparison of airlines on the lowest level but still... US was competitive on price and the service he received was far better than Spirit!

I know what it is like to 'dislike' an airline. Although I don't like a certain US monolith carrier, I don't wish their employees to lose their jobs.
None shall pass!!!!
 
ac888yow
Posts: 394
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RE: My First Trip On US, My Last Trip On US

Mon Feb 04, 2008 7:48 pm

It's funny because those who know me know that I am very patient, easy going, hard to disappoint, and probably one of the least demanding flyers in existence. Where I lose my patience and sympathy is lousy customer service.

My family was in a service business for 25 years until recent retirement. I know how the standard of service we aimed to provide, and so I expect nothing less when I am the customer. Above all else, just be caring about your job and competent at it.
 
tockeyhockey
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RE: My First Trip On US, My Last Trip On US

Mon Feb 04, 2008 9:34 pm



Quoting Richierich (Reply 32):
we are not blaming the passenger for a mess up, and you are not going to know all the rules regarding airline policy and lost luggage.. but let this be a lesson for you for future travel. Please tell all your friends/co-workers/family whoever...that if their bag is misplaced/lost/rerouted.. whatever.. they dont have it at their final destination.. to take a missing bag claim with the LAST carrier they flew.

it is impossible to put in a claim for missing baggage on AA when they had no record of the bags. what exactly were they supposed to be looking for? the tabs i had were from US and they did not scan into the AA system. they had no record of me on the flight or of my bags.

it was as if i didn't exist.

so then i walked about a quarter mile over to the US baggage area where the AA people told me to go and no one was there.
 
JetBlueAUS
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RE: My First Trip On US, My Last Trip On US

Mon Feb 04, 2008 9:43 pm

Sounds like your experience on US Airways was definitely not a great one. Try UA next time, since you are a Star Alliance Gold.
Not all of us can be heroes, some of us can only stand on the sidewalk and clap as they go by.
 
mspdl
Posts: 32
Joined: Wed Aug 15, 2007 11:25 pm

RE: My First Trip On US, My Last Trip On US

Tue Feb 05, 2008 3:28 am

It is not impossible.. like I said .. again... AA will have to take the claim a different way..the folks in SJU did not want to help you.. they simply and very easily shifted thier responsibilities back to US, which in your eyes is the carrier at fault. I know you dont get it.. or you are trying to understand it.. but AA was suppose to take the claim and deliver the bag... that is what it comes down too. Of course it is easier to take claim when you start and end on the same carrier.. however that does not always happen. I will admit that this process can take longer to get the bag back to passenger and that is hard to swallow.. but dude.. I know my job and do it every freakin day.. i hear the same stories over and over and over and over.. the stories are all the same but with different players.. XYZ airline cancelled and put me on ABC airline and they dont have my bag and they say you have the bag.. I am not complaining nor do I hate my job.. I am simply telling you what has been drilled into my head for years upon years..
 
FutureFO
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RE: My First Trip On US, My Last Trip On US

Tue Feb 05, 2008 10:49 pm

Clearing Customs on a return from a US territory. Interesting. I think not. SJU is a domestic destination.
I Don't know where I am anymore
 
apollo13
Posts: 559
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RE: My First Trip On US, My Last Trip On US

Tue Feb 05, 2008 11:30 pm

I will never fly US Airways. I flew once on America West and that was bad enough so im sure that USAirways is equally as bad.
 
therunway
Posts: 9
Joined: Sun Jan 27, 2008 12:56 am

RE: My First Trip On US, My Last Trip On US

Wed Feb 06, 2008 4:21 am



Quoting Tockeyhockey (Reply 26):
to clarify one more time, there was no one at the airport to file a claim with. the baggage office was closed. what was i supposed to do, sit around and talk to the janitors and security guards?

and furthermore, i even took the time to call US airways while i was in the airport to see if the operator at customer service could locate a station manager who could help me. i sat on the empty baggage belt for about a half an hour doing that before i left the airport.

i just get so sick of airlines blaming passengers. we are in your hands. when things go wrong, you cannot expect us to automatically know the exact best thing to do in every situation.

Regardless.

The next time you're rerouted on AA or fly with AA and your bag not there at your destination and there is no one physically at baggage claim, you need to at least call AA and file a claim over the phone within 4 hours. Your final carrier has to know that you're missing a bag.

You're lucky US had your bags. Had they not and no claim had been filed with AA, AA wouldn't have taken your claim past 4 hours. They may take a courtesy trace, but if the bag isn't located, compensation will not be forthcoming.

I suspect most major airlines have this 4 hour rule. If no one is there to help you file a claim, call the airline. ASAP.

Claims and tracers can be taken on X airline with any valid bag tag. AA can take your claim with a US bag tag and vice versa.

I don't think anyone is blaming you for anything. I suspect people are a little taken aback by your attitude and lack of understanding of how the process works given that this is an airliner's website with people, I'd imagine, who are somewhat familiar with the traveling process. (But I could be wrong, I've only been a member for a few weeks now.)

"Q: What do I do if I have delayed baggage?
A: Missing/delayed baggage should be reported in person prior to leaving the airport. This notification must take place within 4 hours after the arrival of the flight on which the bag was checked."
http://www.aa.com/aa/pubcontent/en_U...ility/FAQs/customerService_FAQ.jsp

Since no one was at the Baggage Service Office at your destination, you may want to contact customer relations and make them aware of that so they can find out who wasn't working. I find it odd that no one would be there. Who would be there to collect the baggage not claimed? Curious.
 
LH648
Posts: 500
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RE: My First Trip On US, My Last Trip On US

Wed Feb 06, 2008 6:20 am

Quoting Maverick623 (Reply 1):
Many airlines, not just US, give preferred check-in to their members only.

I've used US priority line at BOS and MCO with my Lufthansa *Silver with no problem... Even 4 of us + 2 infants using only one card Big grin
But US sucks, it's true 

[Edited 2008-02-05 22:21:18]
 
HAL
Posts: 1743
Joined: Tue Jan 15, 2002 1:38 am

RE: My First Trip On US, My Last Trip On US

Wed Feb 06, 2008 9:03 am



Quoting SOBHI51 (Reply 19):
...The concierge went out of his way to find them to discover that they were loaded by mistake into a luggage truck with a big group.Now here were it gets interesting. The concierge contacted the credit card company of the person in charge of the group,he managed to get his mobile number,contacted him,and got the info that the truck was on his way by road to a hotel in Paris.The concierge informed him that there is 2 extra pieces that do not belong to the group on the truck.The concierge also contacted the Paris hotel concierge and informed him of the situation and to look for those 2 pieces on arrival of the group.In that time the GM of the hotel contacted me and asked me to go shopping in any store in London and buy whatever i needed for the next 2 days no limit.I bought a couple of shirts some underwear,socks etc...The hotel provided me with top of the line toileteries,ie shampoos,deodorent,shaving kit etc...At 10 pm received a phone call from the concierge that my luggage was located and that a person will take the first Euro train the next morning to Paris to fetch them.I can not recall how many phone calls i received that night and the next morning with apologies from every head of department in the hotel.My luggage was delivered to me the next day at around 1pm...

I know we all wish the various service industries would treat everyone this way, but it just can't be, because not all industries/businesses are equal. The lowest rate I could find for the Mandarin in London was 295 GBP per night, mid week. That is about $581 US at current exchange rates. The room probably cost the Mandarin (at most) around $250/night to provide, and this includes building lease/mortgage, utilities, staff payroll, consumables (linens, toiletries, etc), advertising budget, insurance, and so on. The extra $331 is profit that can be spent on keeping the customers happy by giving the extraordinary service that SOBHI51 experienced. When the author of the original post flew from BWI to SJU his seat, which I'm guessing cost him maybe $175 each way if he bought the lowest cost non-refundable ticket, probably cost the airline between $175 and $200 to provide. By him buying a ticket on that flight, the airline merely avoided losing money on an empty seat. I'm sure if he had bought a first class ticket at $500+ each way, none of this would have happened. Is it fair? The immediate answer is 'of course not'. But you do have to ask yourself, if SOBHI51's hotel stay had been at a Motel 6, would he have gotten the same treatment? No way.

The truth of the matter is that when flying regular coach class, your customer service experience will be diminished because the airline is not making much (if any) profit off of you. If you do get a smile and helping hand from the customer service agents, that's great. But don't expect too much, because your ticket bought you a seat on a plane, and nothing more. The airlines simply can't afford extraordinary service, because the overwhelming demand is for lower and lower airfares. In a cutthroat industry like this, its taken a high toll on airlines of every size. SOBHI51 had at least three hotel staffers (concierge, GM, person going to Paris, etc) spending a lot of time looking for his bags. They were paid for by the excess profit from his room rate. In aviation though, the airlines just can't afford to look after every single passenger's every demand. If they did, they'd be out of broke and out of business within months. It's that extra money you pay above cost (like SOBHI51 did at the Mandarin London, or a First Class passenger does) that gets you the high level of customer service everyone wishes they had. Today, you are paying a tiny fraction of what it used to cost a person to fly around the globe. It's an incredible advancement in technology and efficiency. But because of unrelenting competition, the extras have been whittled away in order to continue providing that transportation. It's your choice - pay for the basics, or pay for the extras too. Quite literally, you get what you pay for.

HAL
One smooth landing is skill. Two in a row is luck. Three in a row and someone is lying.
 
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SOBHI51
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RE: My First Trip On US, My Last Trip On US

Wed Feb 06, 2008 9:26 am

HAL
Thank you for your response.
The fact of the matter is that USAIR being a service company has a minimum standard to achieve.Getting passengers luggage to his destination is one of them.How much a passenger paid is irrelevant.Otherwise they should advertise that when you pay less fare you will get less service.Now they screw up,changed flights on the passenger because they overbooked the flight.Did not transfer his luggage to the other airline and refused to send him his luggage the next day.
If we follow your way of thinking then passengers on free or points trip can expect to find another way to get there luggage to the final destination.I.E. FedEx or others....And maybe to carry and load there luggage on to and off the plane.
Final thought.Thankd god i did not have to pay for the hotel stay,i think our company has a special corporate rate there and they take care of the bill.
I am against any terrorist acts committed under the name of Islam
 
nzrich
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RE: My First Trip On US, My Last Trip On US

Wed Feb 06, 2008 11:18 am



Quoting Tockeyhockey (Reply 34):
it is impossible to put in a claim for missing baggage on AA when they had no record of the bags. what exactly were they supposed to be looking for? the tabs i had were from US and they did not scan into the AA system. they had no record of me on the flight or of my bags.

This is what AA may of told you .. But believe me AA would NEVER of let you travel if they didnt know about you .. Airlines dont let passengers on their planes if there is no booking for them .. I would guess that they off loaded you thinking you were not travelling then you showed up and they then had to on load you again .. During this time your original seat was then given away .. This part i highly doubt is US's fault ..
"Pride of the pacific"
 
tockeyhockey
Posts: 880
Joined: Fri Feb 04, 2005 10:57 pm

RE: My First Trip On US, My Last Trip On US

Wed Feb 06, 2008 4:00 pm



Quoting FutureFO (Reply 37):
Clearing Customs on a return from a US territory. Interesting. I think not. SJU is a domestic destination.

i had to clear customs at STT, not SJU. don't ask me why. but it's true!
 
AEROFAN
Posts: 1439
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RE: My First Trip On US, My Last Trip On US

Wed Feb 06, 2008 6:01 pm

Can't say I have any sympathy. I am truly and totally amazed at how so many of us fly these second class, inferior US carriers just because they throw miles at you, then complain at the shoddy service you receive?!?!?!

You all need to get over your addictions!

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