US AIRWAYS

The dinging didn’t stop until we landed in Venice

November 1, 2012

1-flight attendant call button — Wayan Vota/Flickr Creative Commons

The first-class seats on US Airways flight 714 from Philadelphia to Venice on Sept. 18 looked like ordinary first class seats. They felt like ordinary first class seats. But they were anything but ordinary.
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48 comments

How passengers exact revenge on fee-happy airlines

October 2, 2012

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Aaron Fox is not the vindictive type. He’s a surfer, which, if you look it up in the dictionary, is synonymous with “laid back.”
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64 comments

A legitimate complaint wrapped inside a frivolous one — should I let this case go?

September 24, 2012

1-Screen Shot 2012-09-16 at 12.00.23 PM — A rainy day at the airport. / Photo by Carib b – Flickr Creative Commons

I don’t normally dismiss cases reflexively, but when I hear someone complaining about special meals, it takes a lot for me to follow through and contact an airline on their behalf.
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74 comments

A flight attendant took my camera and I want it back

September 7, 2012

1-lens — The camera never lies. / Photo by Hunter – Flickr Creative Commons

Question: I need your help with a missing camera. I flew from Boston to Minneapolis on US Airways. When I boarded the flight in Boston, the overhead bins were full. A flight attendant told me I would have to gate-check my carry-on bag.
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102 comments

Travelocity promised me a refund — did it do enough?

August 30, 2012

Thank goodness for the new 24-hour rule. That’s what Joan Weiner thought when she booked an airline ticket from Philadelphia to Vienna through Travelocity, only to find a cheaper fare a few hours later.
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37 comments

Worst upgrade ever — how about a refund?

July 3, 2012

It’s a six-hour flight from Honolulu to Phoenix, so when a US Airways agent offered Blair Fell an upgrade to first class for just $350, he jumped at the opportunity.

“The agent convinced me by saying, ‘Wouldn’t you like to lie back and sleep?” he remembers.
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135 comments

So you have a screen shot of your Expedia booking — so what?

June 12, 2012

Screen Shot 2012-06-05 at 7.30.50 AM — How much more proof does he need?

One of the cardinal rules of getting better customer service is keeping meticulous records. When you’re booking online, a screen shot of the purchase is your trump card.

Paul Towse thought he had that trump card when his Expedia UK reservation didn’t turn out as expected. Back in January, he booked a flight between San Francisco and Las Vegas on flights offered by US Airways and operated by United Airlines.
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153 comments