US Airways did the right thing ~ A travel nightmare is resolved favorably

US Airways just earned back my business and should be acknowledged for doing the right thing.  For frequent travelers, it's imperative that we receive timely, correct, and helpful assistance and I applaud US Airways for their level of service. 

After missing my flight I called US Airways to hear my options.  The reservations agent charged me a fare difference and a change fee when I missed my original flight as opposed to advising me to hustle to the airport.  Coincidentally, I arrived at the airport within the 2 hour window, and found a ticketing agent who was especially helpful and empathetic to my situation.

I travel so much, my dad asked me if I'd seen "Up in the Air".  I actually want to watch the movie, "Going the Distance", but I'm never in one place long enough to see it.   The irony. 

Regardless, "THANK YOU, US Airways."

For the details see below.


THE WIRK
-----------------------------
Dear Ms. Wirk,

Thank you for contacting the Passenger Refunds Department.

We have reviewed the file and a refund in the amount of $150.00 was issued to an American Express Card ending in XXXX today. This transaction should post to the account within 7 to 10 business days and appear on the statement in one to two billing cycles.

Also, a refund in the amount of $441.00 was issued to an American Express Card ending in XXXX today.  This transaction should post to the account within 7 to 10 business days and appear on the statement in one to two billing cycles.

We know that you have many choices when it comes to traveling and we would like to say thank you for choosing US Airways.

XXXXXX XXXXXXXXXXX
US Airways Refunds

Ticket Numbers: XXXXX  XXXXXXX

Original Message Follows:
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Salutation: Ms.
First name:
Last name: Wirk
Company name: http://www.TheWirk.com
Country: United States
Address name:
Address name2:
City:
State:
Zip code:
Dividend miles number: XXXXXXX
Email address:
Home phone:
Category: Complaint
Travel time frame: Travel completed
Nature of feedback: Reservations
Departure City: DCA
Arrival City: Las Vegas, NV (LAS)
Flight number: XXX
Travel date: XX/XX/XX
Confirmation code: XXXXXX
Airport information: me
Comments: I am a silver preferred member and I was delayed getting to the airport on Friday, 10/22. I thought I was doing the right thing by calling reservations to make sure I could go on the next flight to LAS.  I was told I needed to pay the fare difference and a change fee. I was not told that I could go to the airport within the 2 hour window and be rebooked at the airport. I did arrive at the airport within the 2 hour window and the ticketing agent (Tamara S) and her supervisor (Mike) told me that I should request that you consider a refund to my credit card. I am a frequent traveler, and I am very upset that $440 was charged to my account (fare difference) and an additional $150 (change free) unnecessarily, since I was within the 2 hour window. I thought I was doing the right thing by calling reservations, but it actually hurt me. I'm a gold medallion member on Delta. I have a travel blog http://www.TheWirk.com and I would like to have a positive US Air experience to write about. Rght now I'm very disappointed and would like to request a refund since I would not have been charged those fees at the airport.

Message generated on www.usairways.com at 10/26/2010 10:15:25.

Airplane and airport etiquette ~ It's not rocket science

**** I travel a lot, and it's always the same story. I always have the same questions and run into the same situations, so I decided to post about it.

1. Can anyone tell me why people have to line up and crowd the gate area when other people are trying to board a plane? Why can't these people sit down and wait for their zones/rows to be called?

The gate agent gets on the speaker and announces that he/she will start the boarding process shortly. Then the next thing you know, everyone has to load up their 15 carry-on bags and try to race to the front of the line. It's like the opening of the concert gates for a general admission concert and everyone is trying to get to the front of the stage. Give me a break. They all aren't traveling with small kids, and they all can't possibly need that much time to board the plane. If you're guilty of this behavior, please sit down and wait for your zone/rows to be called (i.e. like a reasonably intelligent person).

2. How difficult is it to place your metal objects in the trays?

I'll never understand why people can't remember to take the metal objects out of their pockets before they go through the metal detector. Cell phones, money clips, chunky metal jewelry, large belt buckles etc. will set off the machine. It's a METAL detector. Come on, people. It's not that tough.

3. Why do people think they can move forward, when asking someone to switch seats with them so that they can sit with a traveling companion?

If you're going to ask someone to switch seats with you so you can sit next to your traveling companion, you should make sure that the other person isn't being penalized for their willingness to help. If you have a middle seat and want to sit next to someone who's closer to the front, your travel companion should be willing to move to the back. Let me clarify. No one likes the back of the plane, because the lavatory is right there and it makes catching a connection challenging with the "church exit" departure. Bottom line, your travel companion moves to the back and someone else gets promoted to the front.

4. Why do people stand in the ticket kiosk line, but don't move to the empty machine?

If you're not going to use the ticket kiosk machine, get out of that line.

5. Why are you using the first class cabin "amenities" (i.e. overhead bins, any pillows or blankets, the lavatory), when your seat is in coach?

Bottom line: Respect the curtain.

Whew. Now that I got that off my chest, I feel much more relaxed. Traveling can be frustrating, but I really believe that if people would act "right", the entire process can go much smoother for everyone. It's not rocket science.

Typical boarding cluster...

Here's one more story about a "smarty" at the airport, that I had the "pleasure" to experience.  An older guy, who admitted to an airline employee that he had a cracked rib, requested to sit in the emergency exit row.  The airline employee had the sense to deny his request, and the injured guy had the nerve to argue with her.  Score one point for the airline.  Great job!

THE WIRK