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US Airways / Horrible Service

United States

This is in regards to my recent travels on your airline, July 20th and July 24/25th. I was scheduled to depart Dallas/Ft Worth at 5:15am on July 20th with a connection in Charlotte, NC and final destination of Montego Bay, Jamaica. I checked my bag online and printed my boarding pass the day before (24 hours). When I arrived at the airport that morning, I still had to stand in line to check my bag again which caused me to miss the 45 minute bag drop policy that you supposedly have. I was told that my bag had to be physically tagged 45 minutes before my flight or I would not be able to fly and that I had to fly with my luggage. I have never heard of such a rule and didn’t see it on your website, I figured since I had already checked in online 24 hours prior I would just need to drop my bag. I asked the attendant how late was I in getting my bag physically tagged and she told me I missed the 45 minute cut off by 4 minutes, and that it took 45 minutes for my bag to go from the counter to the plane. I couldn’t understand any of this at all especially since there were passengers standing at unattended kiosk waiting for their luggage tags as well. What is the point of self check-in if someone still has to tag my bag but the kiosk is unattended? So standing in line for a second time made me miss that flight. I was put on the 6:55am to Charlotte, NC with stand-by on the 11:30am to Jamaica which was the last flight from Charlotte for the day. Luckily, I was able to get on it. If I hadn’t gotten on, I would have been stuck in Charlotte for another day and been a day late to Jamaica. Where is the logic in that? Well I figured it was all over and I could enjoy my trip until the chaos I experienced on the way back. Leaving Montego Bay, I couldn’t find my flight reservation at the kiosk. I had to wait in line an hour to see an agent. When I get to the agent I discover that my reservation showed my trip to and from Jamaica for the same day. I feel confident that I didn’t book it like that and maybe there was a glitch in the system. I had to purchase a one way ticket back to Dallas with a connection in Charlotte. I could not get on the last 2 flights out of Charlotte because they had been overbooked so I couldn’t even fly standby. Overbooked? Still doesn’t make any sense. This resulted in my having to stay overnight and leave at 7:45am on July 25th. When I get to the Charlotte airport the next morning, I am observing the same thing unattended kiosk and people waiting to get their luggage tagged. I am wondering are they missing the 45 minute baggage drop too. I decide to stand in the Resolution Line hoping to get on an earlier flight only to have the unfortunate encounter of the worse airline agent ever. I believe her name is Jennifer. She is African American, very short hair that is reddish in color, and she wears glasses. Her attitude and behavior was inexcusable. She was rude, short tempered, unaccommodating. You name it, she was it. When it was my turn to approach the counter, she switched her attention to another line saying she couldn’t keep track of who was in queue. The issue with that is the people she decided to assist weren’t in the Resolution Line with the rest of us, they were off to the side. She also came from behind the counter and turned off some of the kiosk without announcing to those others standing in line what she was doing and why she was doing it. They were just left standing there. One poor lady had been trying to get the Cambodia since Saturday. I must say out of all airlines there is a very strong possibility that I will not be flying US Airways in the future.

Cp

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