Complaint Rating:

Company information:
US Airways
15 e fort ave
Baltimore, Maryland
United States
www.usairways.com

By the by, I spent approximately $3000 - $5000 per year on US Airways, I am seriously reconsidering that. I called, spoke to an agent, to make a reservation to Las Vegas. I explained that I wanted the coach class that would provide me with the automatic upgrade (silver preferred member). I was quoted a price, agreed to it, provided a voucher number (from when they didn't provide a requested wheelchair) and my credit card information. When I asked to get the seat assignment, was put on hold for over two hours (this is the first call) and then was hung up on. After I called back to find out the status, I was told that my card was charged and the vouchers applied but the fare class was wrong for the upgrade and told must either pay additional $1200 per person or forfeit the vouchers. I protested, was put on hold for another hour and half and hung up on again. All in all, I was hung up on three times and on hold and talking to US Airways for over FIVE hours and still lost the vouchers, despite the original error being attributed to their agent.

All I got for my time was was this e-mail...

Dear Ms. _______:

Thank you for contacting Customer Relations at US Airways. We appreciate hearing from our customers and having an opportunity to address your concerns. The Terms and Conditions assigned to the Transportation Voucher state they cannot be replaced if lost, stolen, or mutilated. May be used toward the price of one ticket/one fare on US Airways, US Airways Shuttle, or US Airways Express. The voucher and subsequent tickets issued against an E-TUV are non-refundable and have no cash value. I certainly regret the personal circumstances relayed; however, we are unable to give consideration to your request in this instance.

Again, thank you for contacting US Airways. We appreciate your giving us the opportunity to explain our position. Thank you for understanding.

Sincerely,

A______ C________
US Airways Customer Relations
Corporate Office

And this is how US Airways treats its customers (preferred at that)... Sorry, I redacted to protect the innocent.