Complaint Rating:

Company information:
US Airways
Arizona
United States
Phone: fax: 480-693-2300
www.usairways.com

For the record my son, Michael Pignataro had a confirmed reservation on US Airways flight 3952 out of Washington’s Reagan Airport on Sunday May 11 at 7:59pm, (final destination: St Louis with a 3 hour layover in Philadelphia) after waiting approximately and hour and a half it was announced that the flight was canceled DUE TO UNAVAILABILITY OF CREW. This would seem to be a situation where accommodation, meals etc. would be provided due to the fact that he would miss his connecting flight in Philadelphia (Washington, DC is not his home city). However, nothing was provided except a ticket on the next flight out (flight 4018), which was then delayed due to weather, and which was FURTHER DELAYED BY RETURNING FROM THE RUNWAY BACK TO THE GATE TO PICK UP A PASSENGER (wow! who were they?). He arrives in Philadelphia at approximately 12:34, (minus his bags which have mysteriously found their way to St Louis???) by the time he de-planes and goes to the ticket counter and baggage area to file a claim he discovers that they are closed.

Note that the original flight delay was rooted solely in US Airways incompetence. On their website they state that under "Customer First" policies they will provide hotel and meals and if delayed more than 4 hours on a domestic flight because of some thing they caused, they will provide up to $400 reimbursement of ticket price. Sure.

I happen to live an hour from Philadelphia’s airport, so I leave my home at 1:15 in the morning to pick him up.

He has a flight the next day at 12:01 (flight 3711)... we drive back to the airport. Flight is canceled due to weather. But there are many flights that day in and out of Philadelphia to Saint Louis on US Airways and there are other carriers that were not canceled that he should have been provided a seat on (although they are not non-stop they would have been acceptable) however US Airways only decides to re-book him on the 10:45pm flight (flight 3189) out of Philadelphia... which (YOU GUESSED IT) is delayed due to??? Well, couldn’t get an answer on that one.

He arrives in Saint Louis approximately 26 hours after he was supposed to. He Loses a days pay. He has no baggage (as Saint Louis’s baggage area is closed). He must now, after work today, drive two hours back to St Louis Airport to hopefully retrieve his bags and then drive back two hours back to his home in Decatur, Il. US Airways, surging gas prices also mean something to the “Little Guy” only we can’t pass those costs onto anyone else. I also lost over a tank of gas traveling back and forth to Philadelphia’s airport 6 times.

But what did US Airways provide after all this? NOTHING. “Customer First” also means “NOTHING.”