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On February 5 of 2011, as a photographer on assignment, I flew from JFK to Phoenix on US Airways. I travel frequently so I was unconcerned at the lack of attention and basic disregard in the way I was treated by US Air workers as I checked in. I paid my $60 and checked in two bags. In one bag was almost all clothing along with two photographic lenses that I could not fit (size wise and weight-wise) into my carry-on bag. Both were in a zipped pouch buried amongst the clothing.
I also looked past the excessive TSA force that morning, probably 35-45 strong, that appeared more like a training exercise for newer agents. My carry on was opened, and every single piece of equipment was frisked and swabbed. This was not a “red alert” but rather an inexperienced TSA crew doing what they thought they were supposed to do (while their supervisors watched).
Little did I know that about 30’ below me, USAir and/or TSA was raping and pillaging two lenses from my bag. My wife’s clothes bag looked like an animal had rummaged through it. Probably not done by a TSA guy as there was no TSA calling card left and this was the sloppiest bag inspection I ever saw as they left all the clothing balled up in one huge mess. It was obviously a search for cash, jewelry, drugs, or valuables of any sort.
On arrival to Phoenix, we took the shuttle to the car rental area where I opened my suitcase to gather the lenses for possible use driving to my hotel. The lens case was still in the bag, zipped up, with no lenses inside. The protective cloth separating the two lenses was left elsewhere in the bag.
So I made a call to US Air and drove to the terminal where I filled out a report. Naively, I mentioned to the agent that a TSA agent had probably taken the lenses out, swabbed them, and forgot to return them to the bag. Duhhhh. Sorry, but after 30 years of travelling on business with photo equipment, this was a first. The promise of having a ‘resolution’ within 4-6 weeks was simply insufficient and I placed a call to a special 800 number the first phone agent gave me. The recording promised a call back with two hours. That came two days later when I was again prompted to fill out another report form from their web site listing the items and submitting proof of ownership. When I returned to New York a week later, I assembled all the paperwork and submitted.
I use these two lenses to earn a living. My submitted paperwork along with proof of ownership also included estimates on replacement costs.
Since I couldn’t wait 4-6 weeks for a resolution, I followed up with the actual cost of replacement, buying one at cost from the manufactured and picking up the other, in similar used condition off Ebay. Close to $1, 500 of my money was expended.
I received one form letter marked February 22 and another as a follow-up to my written claims on March 17. I also received the pertinent page from US Air’s “Terms of Transportation” Page 27 (I assume you all have read this document before flying with them. It part it says:
Unless protection is purchased (excess valuation), and unless it is international travel to which the Montreal Convention applies, US Airways assumes no liability for valuable/commercial items including but not limited to: money, negotiable papers, securities, irreplaceable business documents, books, manuscripts, publications, photographic or electronic equipment, musical instruments, jewelry, silverware, precious metals, furs, antiques, artifacts, paintings and other works of art, lifesaving medication, and samples.
So basically, I get nothing except their verbal offer of a $300 travel voucher. An offer I assume was made to get me to fly with them again. I guess someone over there needs another lens…or two. I rejected the offer, but told them that I would consider an offer of FIVE $300 vouchers. ($1500 stolen = 5 x $300. Get it?). They rejected that offer.
So, in short, I am out $1500 which my company will probably reimburse. But I’m not done. Not by a long shot. This is just the beginning US Air. We’ll be seeing you in the newspapers. We’ll be seeing your name popping up randomly in many forms of social media and web sites, and the traditional media will be informed of your careless disregard for your passengers and their rights. Regulatory agencies including the Department of Transportation will be alerted and I will help spur all those who have been wronged by you to file their complaints about your careless disregard for the travelling public.
US Air, you and your employees lack integrity, and I will make it my goal to make sure as many people as possible are made aware of it.
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Someone has tryed to get a bill me later account on my name. I need to know whats going on please contact me asap thank you
Do you seriously think posting on here is going to get you anywhere? Why wouldnt you just contact the company directly?
I went to the airport 11-19-09 to catch a 7AM flight to Las Vegas at Gate 630. As I was going thru the carry on baggage check point at approximately 6:35 to 6:45AM, your security officer stole a gold chain with gold roller from my clear plastic bag that included my toiletries after I put it on the belt to be checked. You have a thief working for you. At the carryon checkpoint there were (4) security personnel in the area. (3 whites and 1 black) At the carryon x-ray station (next to last row) the older caucasion woman was operating the belt. She was the first to notice the necklace. With a head gesture she let the younger caucasion security guard know that there was something in the bag. She also is a thief. He then picked up the bag and turned his back to me. He was out of my view for 2-3 minutes. When he turned around he pulled from the bag a slightly larger round jar of lotion and informed me that it was ineligible to be taken on the plane. I agreed he could throw it away. I was surprised that he even picked up the clear bag because it was clear and there was no need for him to remove it from the bin...but he did. This was at the next to last row on your right when you come into the area. An older security person, also caucasion, was manning the area where you go thru the security (doorway) gate. There also was a black American checking carry on luggage for the last row. He or the older caucasion security personnel had nothing to do with the theft. I know that I have lost a precious keepsake and that it is gone forever, but I can not rest knowing that the very people who are supposed to keep me safe as I get on a plane are the very ones stealing. I thought you were supposed to keep your items out of your checked baggage because of theft amonst the handlers. Under no circumstances would I ever have thought that right in front of my face I would be the victim of theft from the security personnel. This man and woman are thiefs and should be fired. They are giving US Airways a bad reputation and I will be spreading the word any way that I can that this has happened to me. I didn't realize that the theft had occurred until I was in my room and went to put the necklace on. I am so sad that this happened, but I hope that by taking the time to write this letter, you'll stop these two. I hope that by looking at the security tapes for the morning of 11/19/09 you will be able to see the people I am describing. I am the black woman with the light green jacket on. I am very distictive because I am a fair skinned black woman with freckles. If I hadn't been so scared that my friend and I would miss our flight, I'm sure that I would have noticed the missing necklace. Because I was rushed and happy that most everything was being returned, I paid no attention. I can be reached at [protected] or deborah_moore2000@yahoo.com if futher information is needed to chatch these two crooks.
As I was going through the xray at the Vegas airport at 8:00 in the morning, I went through the xray and they actually recalled my purse back- a coach bag, they rummaged around in my bag, I could not see my possessions as my view was obstructed. When I got home, my Prada sunglasses case was empty. They were removed.
I have been trying to talk to Us airways about this and am only getting the run around.
On Feb 7th, I flied from Chicago to Phoenix, then transit to my final destination, Portland. But when I claimed my baggage, I found my red suitcase's wheel is broken.
It's a new suitcase, I think it's probably the thrower (porter) broke my wheel, so I went to the customer service, however, they told me the heads of damage don't conclude the wheel, which makes me can't accept!
I'm very sorry, but I'm having difficulty understanding what your complaint means.
Are you saying that an airline baggage handler in either Chicago, Phoenix, or Portland
damaged your suitcase?
You wrote in your complaint that you reported the damage to customer service for USAirways in Portland, and the customer service representative told you that "the heads of damage don't conclude the wheel." I honestly can't figure out what the phrase in quotation marks means. Can you please clarify? Thak you.
Departed in Boston, carry on bag taken at gate to be checked as they were out of space for such in the cabin. We had a lay over in Charlotte then on to LAX. PSP with charger and case missing from bag when we collected it from the baggage area.
Worst Airline I have ever flown on. They delayed my flight and then would not even hold my connecting flightto California 5 minutes. Stranded me in Phoenix. ### OFF US Airways... I had to buy a ticket to Ontario with Southwest, which is a much better airline anyhow.
I reiterate... ### OFF US Airways I WILL NEVER FLY ON YOUR AIRLINE AGAIN even if I have to fly around the world on other airlines to get where I am going.
Do you seriously think that a complaint filled with foul language will actually get you anywhere? Why was your flight delayed? Did you give the airline a chance to fix the situation and accomodate you on another flight? Also, the airlines generally wont hold planes in most cases now.
US AIRWAYS IS BY FAR THE WORST AIRLINE I HAVE EVER YOU WERE WARNED AND YOU DESERVE IT. DELTA WILL BEND OVER BACKWARDS TO ACCOMADATE AND MAKE THINGS RIGHT. ### US AIRWAYS.
Always carry-on valuables unless your stowed below luggage has locks. If your luggage does not lock, don't use it. You can buy miniature pad locks for luggage with sippers. As it takes tools and time to remove locks, thieves will bypass your bags for easier targets. If the TSA wants to see what's inside your locked luggage, they will get you to open it up.
Well honestly, I have flown with many different airlines but yet not a single airline has charged as much as US AIRWAYS to reschedule a flight. $150 is double of its competitors, and honestly this very reason is why I will no longer bring my business to US AIRWAYS
23 APRIL I TRIED TO BUY TWO TICKETS FROM HOUSTON TO NEWARK FROM US AIRWAYS IT REGRET TO SELL TICKETS BECAUSE OF MY CREDIT CARD.AFTER THAT I FLIGHT TO NEWYORK BY ANOTHER COMPANY BUT WHEN I CHECKED MY C.C ACCOUNT I SAW THEY TOOK TO MY MONEY I DIDNOT GET ANY CONFIRMATION MAIL .WHEN I CALLED COMPANY THEY REGRET TO REFUND MY MONEY THEY SAID MY TICKETS WHICH I NEVER BOUGHT ARENOT VALUED WHAT CAN I DO
I HAVE NEVER IN MY LIFE TRAVELLED AND HAD ANYTHING STOLEN OUT OF MY LUGGAGE BUT I AM FURIOUS BECAUSE I HAD A CAMERA AND ALL OF MY MAKE-UP STOLEN OUT OF THE BAG I CHECKED WITH US AIRWAYS!
AVS
I fly 8 times a year with us airways i have asked their employees 3 questions each time i would not get an answer so i continue to ask i thought maybe they could not hear me finally i was answered all three times by the same answer i quote “if you don’t shut up i will see to it you will not get on this plane today ” why do they treat their customers this way it seems they are trained to give this answer.
now, whats the rest of the story. i guarantee the question(s) you ask is grounds for them to treat you like they do. present the rest of the information otherwise your story holds no validity
Just flew on US Air and had a very similar situation...extremely frustrating! Will NEVER fly US Air again!
Soldier was trying to ask for help with energy drinks and manager in charge was completely rude for no reason. Soldier lives in the neighborhood and will definitely frequent the competition such as Big Lots where they treat veterans with respect. Store manager was very rude and surprisingly in charge of a location.
I just got back from Phoenix on a late flight to Chicago, did not check to see what I had in my carry on they took as they claimed there was no room for my bags, I grabbed my camera bag with most of my lenses (highest value) and left everything else there, I got home from work this evening and opened my bags & realized they opened them, took my Ipad, Ipod, kids dsi, games, and all my chargers along with my brand new lens that did not fit there, I am furious! Im on hold with them, I cant believe this can happen...
With the exception of Southwest, all airlines charge for changes. It is usually a set fee, which is available on the airline's website, plus the difference in fare if you are traveling on a reduced fare ticket. You might want to look at the rules or ask the airline directly what the change fees are prior to purchasing a ticket. While no one likes change fees, this is one way in which airlines sustain themselves financially. In exchange for a deeply discounted ticket, you assume risk and responsibility. It is clearly not the fault of US Airways.
When you purchase a deeply discounted ticket and voluntarily make a change, all airlines with the noted exception of Southwest charge for the change. The rules and fees are clearly delineated on the US Airway's website. You assume risk and responsibility when making such a purchase. The rules are clear and accessible prior to purchase.
I was also just forced to check a bag, when I got to my destination I noticed that my watches, which were both in a watch box, were gone. One of the watches was just givin to me by my new wife on our wedding day. I guess it is cheaper for US airways to employee criminals.
I was forced to open a bag at the Los Vegas US airways terminal by a man named Jose in September of 2008, and then, forced to check it or lose my flight. The bag (and its contents) were stolen, including a camera, real pearl necklace, and my social security id card. US Airways employes criminals. US Airways refused to give me any compensation because 'expensive items' like my camera are not covered. They wouldn't even cover clothing or replacing the bag. They deserve to be sued and punished by the government. I have all this documented but was never in a position to sue them myself.