I'm just going to paste the communications between myself and US Airways. This case is ongoing.
Mr. Doug Parker,
Once again I write to you as it seems that you intend to ignore my previous email just as you company no longer seems interested in answering my last email despite the auto reply assuring me that they would. Also included is the original complaint by my husband made on my behalf.
In date order you will find copies of all the emails to and from your company and I ask that you at least have the courtesy to reply to this email. I shall expect an answer from yourself within the next three days at which time I shall forward a copy of this complaint to the BBC’s Watchdog Program who seem to enjoy taking on corporations such as yours.
You may phone me on 00441702330655 and you have my permission to speak to my husband or if this is unanswered please contact him on 00447902982843.
Yvonne Maiden
Sent 5th May
I am sending this on behalf of my wife Yvonne Maiden who had horrendous delays on the flights from London Gatwick to Wilmington (US733) on Sunday 2nd May with the take off from London being delayed by close to five hours and then having to wait at Charlotte for the connecting flight for another four hours. Including the check in time at Gatwick this means she did not reach Wilmington until close to 22 hours later. Her return flight is on the 13th of this month and I am wondering whether US Airways would like to compensate her for this. Perhaps with an upgrade of some sort so she can travel in comfort and possibly sleep on the return trip.
Received same day
Customer Relations
to me
show details 5 May
This will acknowledge receipt of your correspondence to the Customer Relations Department. Please be assured your comments and concerns are very important to us, and we are working diligently to provide a personal and professional response to every email we receive. Our current response time is 3-4 business days. A member of our Customer Relations team will respond to your feedback as quickly as possible.
If your question or comment is about an upcoming trip, an unused ticket, or your Dividend Miles account, please call our Reservations Department at 1-800-428-4322. If your correspondence is regarding delayed, lost or damaged baggage, please visit our website at www.usairways.com and select the link to our Central Baggage Resolution Office for information on how to contact that department directly.
Thank you for your patience. We appreciate your business.
US Airways Customer Relations Team
***This is an automated reply. Please do not respond to this email.
Received 7th May
USAirways - Case: US-10MAIDEN-053W6 /g1c
US Airways X
Reply
|
Customer Relations
to me
show details 7 May
Dear Ms. Maiden,
Thank you for contacting Customer Relations at US Airways. Please accept our sincere apology for the travel difficulties you experienced on your flight from London.
The only form of compensation that we can offer is an Electronic Travel voucher, we cannot offer any type of complimentary upgrades on other flights.
To convey our apologies and regain your confidence, we have authorized one $100.00 Electronic Travel With Us Voucher (E-TUV). Your E-TUV is valid toward the purchase of travel on US Airways. Please be advised the E-TUV is not valid with Internet bookings and must be redeemed within one year from the date of this correspondence. In addition, please take a moment to read the terms and conditions listed below to receive the full benefit of this compensation. When you are ready to make your future travel arrangements, please call our Reservations Department at 800-428-4322 and provide the E-TUV code listed below. The customary ticketing fee will not be assessed at the time of booking with our Reservations Department.
The E-TUV code is: E7RJLX – Yvonne Maiden
Ms. Maiden, feedback such as yours affords us the opportunity to learn where and how we can improve our service not only to meet our customers’ expectations, but to exceed those expectations. Given the privilege of serving you again on US Airways, we look forward to providing you with a more satisfying travel experience.
Sincerely,
Karen LaRock
Representative, Customer Relations
US Airways Corporate Office
US-10MAIDEN-053W6
Sent 17th May
"C Man"
show details 17 May
At the time of this offer I thought it was reasonable but would you please like to check my return flight and the fact that you cancelled the flight that I was supposed to have taken on the 13th - Offered to fly me home on the 18th - eventually tried to reroute me through Dulles which was then closed due to weather and eventually managed to reroute me through Chicago to arrive back at an alternative airport some 65 hours late r during which I was provided with a hotel bed for one night and two vouchers for meals amounting to $20 in total. I had to use a cell phone to stay in contact with my husband which on international roaming charges is not inexpensive while he tried (from the United Kingdom to get things expedited so that I could get home. Can you imagine the stress caused to both of us and the problems caused to my work associates during this period when I had to borrow money from the company to cover additional expenses caused by my delay or my loss of pay due to being unable to return to work within my vacation period.
I feel that an offer of a travel voucher to use an airline in which I no longer have any faith would be adding insult to injury. Please inform me of how you are going to recompense me for the problems, stress and expenses I have had which was none of my doing.
Yvonne Maiden
Received 18th may
S Airways Customer Relations - US-10MAIDEN-053W6/g1c
US Airways X
Reply
|
Customer Relations
to me
show details 18 May
Dear Ms. Maiden:
Thank you for contacting Customer Relations at US Airways and giving us the opportunity to further review your concerns. The travel experience you described is certainly not characteristic of the level of service we strive to provide.
With this in mind, I have reviewed both your original request and your additional request. After careful evaluation, I am unable to discover any additional concerns causing me to change the original compensation issued. Regrettably, US Airways only offers vouchers as compensation.
Again, we apologize for the difficulties you encountered. Your comments have helped us identify areas where our service needs improvement. Please be assured the necessary steps have been taken to prevent a recurrence.
Ms. Maiden, thank you for choosing US Airways. We welcome the opportunity to provide the level of service you expect and deserve on a future US Airways flight.
Sincerely,
Justin Dannels
Representative, Customer Relations
US Airways Corporate Office
Sent 19th May
Mr Dannels,
I am unable to discover any additional concerns Do you actually mean that you cannot find any additional concerns in what happened? I find that hard to believe. I have no doubt that one of the investigative teams from the British Television will have difficulty in believing it either. I find your attitude matches that of your staff on board your aircraft which varied between insulting and total rudeness. I paid my fare in GBP and you offer me a voucher in dollars to travel on an airline which has managed to reach an all time low in customer service and relations. I would like to see how you would manage to feed yourself with $10 in an airport to cover an evening meal and breakfast and a second $10 to feed yourself for the next day.
To be delayed on the flight in one direction is bad but in both directions is unbelievable when the second delay is not measured in hours but days.
Please be assured the necessary steps have been taken to prevent a recurrence. I can give you a guarantee that you will be able to keep your assurance as I will never travel US Airways again.
Considering the length of time US Airways has been operational and in business I am surprised at your statement Your comments have helped us identify areas where our service needs improvement since it would be impossible for any service company with a quality control to have missed it
Please rethink your answer or give me the name address and phone number of US Airways CEO so that I might speak to him/her regarding this matter.
Yvonne Maiden
Received same day
Customer Relations
to me
show details 19 May
- Hide quoted text -
This will acknowledge receipt of your correspondence to the Customer Relations Department. Please be assured your comments and concerns are very important to us, and we are working diligently to provide a personal and professional response to every email we receive. Our current response time is 3-4 business days. A member of our Customer Relations team will respond to your feedback as quickly as possible.
If your question or comment is about an upcoming trip, an unused ticket, or your Dividend Miles account, please call our Reservations Department at 1-800-428-4322. If your correspondence is regarding delayed, lost or damaged baggage, please visit our website at www.usairways.com and select the link to our Central Baggage Resolution Office for information on how to contact that department directly.
Thank you for your patience. We appreciate your business.
US Airways Customer Relations Team
***This is an automated reply. Please do not respond to this email.
Received 20th May
Customer relations/US-10MAIDEN-053W6 /g1c
US Airways X
Reply
|
Customer Relations
to me
show details 20 May
Dear Mrs. Maiden,
Thank you again for your recent email and allowing Customer Relations
another opportunity to readdress your request.
Mrs. Maiden, we apologize our original attempt at resolving this issue
was not to your satisfaction. We have reviewed your request and the
circumstances surrounding your flight concerns and agree additional
compensation is appropriate in addition, we are unable to offer cash
compensation or reimbursement of additional expenses per our policies
and procedures.
We have voided your original vouchers E7RJLX in the amount of $100.00.
These vouchers have been replaced with new Electronic Transportation
Voucher (E-TUV) in the amount of $200.00. Your E-TUV is valid toward the
purchase of travel on US Airways. Please be advised the E-TUV is not
valid with Internet bookings and must be redeemed within one year from
the date of this correspondence. In addition, please take a moment to
read the terms and conditions listed below to receive the full benefit
of this compensation. When you are ready to make your future travel
arrangements, please call our Reservations Department at 800-428-4322
and provide the E-TUV code listed below. The customary ticketing fee
will not be assessed at the time of booking with our Reservations
Department.
Yvonne Maiden - CSS9B1
Mrs. Maiden, we hope the increased compensation is satisfactory to you.
We are pleased to be of service and look forward to seeing you on a
future US Airways flight.
Sincerely,
Ms. Helen Ston
Representative, Customer Relations
US Airways Corporate Office
Sent 23rd May
It seems that we have a language problem.
If I am not going to travel US Airways again what use would a voucher for $200 dollars do for me?
If I were to book a flight the prices quoted on line are nearly twice as much as any British Travel Agent could get the same ticket for so it would cost me more to use your vouchers than their value.
If I were to book a ticket I would expect to pay in some form of currency and if I were to claim a refund I would expect to receive the same currency back.
I paid in Sterling and when you eventually offer recompense for the extra expenses your delays cost me dollars would not be acceptable.
The offers you have made may seem reasonable or even generous to you but to me they are an insult.
Once again I ask for the access details to the CEO of the company such as Name, Address, Email Address and phone number.
I apologise if any of this is incomprehensible for you but unfortunately I do not have to hand an English to American dictionary.
Received same day
US Airways Customer Relations Email Received
US Airways X
Reply
|
Customer Relations
to me
show details 23 May
- Hide quoted text -
This will acknowledge receipt of your correspondence to the Customer Relations Department. Please be assured your comments and concerns are very important to us, and we are working diligently to provide a personal and professional response to every email we receive. Our current response time is 3-4 business days. A member of our Customer Relations team will respond to your feedback as quickly as possible.
If your question or comment is about an upcoming trip, an unused ticket, or your Dividend Miles account, please call our Reservations Department at 1-800-428-4322. If your correspondence is regarding delayed, lost or damaged baggage, please visit our website at www.usairways.com and select the link to our Central Baggage Resolution Office for information on how to contact that department directly.
Thank you for your patience. We appreciate your business.
US Airways Customer Relations Team
***This is an automated reply. Please do not respond to this email.
Since this there has been no reply from US Airways so having found the email address of Doug Parker the following email was sent to him.
For the personal attention of Douglas Parker
Mr. Parker,
I am forwarding on to yourself copies of the complaints I have with regard to the delays suffered by myself at your airlines hands. To say I am not satisfied with the answers given would be to diminish my feelings.
The delays I suffered were from my husband's constant checking of your flights to and from Gatwick over the time I was in America hardly ever improved on so you cannot say this was a one off occurrence and the expenses to myself cannot be put aside by the offer of a discount on the next flight I take with your airline since this will not happen.
On most of the flights the attitude of your cabin crew verged between non existent to downright rude and on the flight from Charlotte to Chicago a male steward seemed to be on the point of attacking anybody who spoke to him. On the other hand your airport crew at Charlotte seemed to do all in their power to sort things out and I would heap praise on them.
Unfortunately I do not have a copy of the first complaint made as this was through your automated system but I am sure your staff will be able to access this for you.
I am sure that in the area of Customer Relations your word would be law and therefore I am turning to you to sort out what appears to be your staff being unable to go beyond the Company policy and unwilling to answer the last communication which has gone outside the four day period.
Sincerely
Yvonne Maiden.
0 comments