US Airways / Military refund of flights
I just wanted to share this that I went through with US Airways - I hope that you will please share this with others - Please send it to your sales managers, corporate travel people, Kiwanis Clubs, alumni groups, church officials etc..we need to get this word out. Ok I just need to vent my son is going back to Iraq for a 2nd time next month
When our Strykers ( Strykers 1-25 from Ft Wainwright AK) were in CA training they were told that they would be able to fly out on the 3rd from Vegas. So my son had his ticket to fly out on US Airways that day. Well they got done sooner and were told that they would be taken to the airport on the 1st. Matt called the airlines to see if he would be able to change his ticket for a reasonable cost. He was told it would be $37.00 which he could pay at the airport. Well when he got to the airport he was 1st told that was wrong but it was only going to be $97.00 because they would wave the changing fee. But then they said no they had to charge him the $150.00 fee plus the $97.00. Needless to say of course he wanted to come home early and not sit in the airport for two days so he paid it. He explained the whole thing to them and showed them his military ID so they new he was Army. The kicker is that his buddy decided to travel in his uniform (Matt having been in it for the month was ready to be in "normal clothes" so was not in uniform) Well they did not charge him anything extra to change his ticket.
So being Mom - he gave me all the information and I wrote them a letter explaining everything and this is there reply--
Dear Mrs. Quinter:
Thank you for contacting Customer Relations at US Airways. We appreciate you
contacting us regarding the change fee. On behalf of US Airways, we appreciate
Matthew's service to protect and defend our country.
Non-refundable tickets present the most economical fares. However, they are
also one of the more restrictive tickets. These restrictions make it possible to
continue to offer low priced sale fares in addition to deeply discounted air
If our customers are unable to travel as originally scheduled and have
contacted us prior to their day of departure, US Airways does offer the
flexibility of using the ticket at a later date. Tickets will retain their
monetary value for one year from the date of issue.
A reissue fee of $150.00 will be assessed along with any applicable fare
difference at the time of reissue. If the new fare for travel is less than the
unused credit, there is no residual value.
Please note: Some times Military fares are higher than the normal fare because
the ticket goes from a non-refundable to a fully refundable and in some markets
there is no military discount.
We regret the circumstances that necessitated the change in your son's
travel plans. Please fax in your son's military orders for further review
and we will forward to our Refund Department for consideration of the $150.00
Thank you for giving us the opportunity to address your concerns. We appreciate
and value your business and look forward to serving you on a future US Airways
Fax number [protected], please refer to file 2611896B
US Airways Customer Relations
Well being that this was scheduled leave there are no orders to fax them - I wrote and told him that and this was his reply
Dear Ms. Quinter:
Thank you for your recent correspondence to Customer Relations at US Airways. We apologize that our former attempts to resolve this issue were not to your satisfaction. As customer satisfaction is our main focus, we want to be sure the decisions we make are based on research, facts, policies and procedures, along with customer perceptions. We are very concerned about any breakdown in service that disrupts or detracts from the enjoyable travel experience all of our customers have a right to expect.
Again, please accept our apology for your inconvenience. We sincerely hope you will give US Airways another chance to earn back your business.
US Airways Customer Relations
Needless to say I just wrote them and told him that there is no way we will be flying with them ever because there are lots of choices out there that are fair to our military. I know that this is a long email but wanted you to see there words. Makes me mad that they are basically saying that they should pay the higher price so "if" or "when" they have to change it they can - Do they not realize that these young men and women do not live on high incomes.
Ok I am off the soap box for now and thanks for letting me vent There are good airlines out there that will work with the Military - like American and Delta
Proud Army MOM
More US Airways Complaints & Reviews
- US Airways - Ticket Price, Change Fee, Guaranteed Air Fare Rule 
- US Airways Mastercard - Free ticket offer 
- US Airways - customer service 
- US Airways Mastercard - So Called 'Perks' 
- US Airways Master Card - customer service 
- USAIR - Cancelled Flights
- US Airways - Cancellation of flight and horrible customer service!
- US Airways - Bad training and no customer service
- USAirways - Bad Customer Service 
- US Airways - Standby Policy