U.S. Airways is FAIL

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Archive 2009 · U.S. Airways is FAIL

carlsbadbum
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p.2 #1 · U.S. Airways is FAIL

n0b0 wrote:
Any airline that lets a 300 lbs man sit next to you in the plane without charging them extra and yet quibble over a few extra cm and/or kg on a carry-on baggage is fail IMO... which probably makes it every damn airlines.

You can't offen fat people because they can hire lawyers.

Nov 03, 2009 at 02:41 AM

craigbess
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p.2 #2 · U.S. Airways is FAIL

Good old "Useless Air"
I'm stuck flying them most the time since there hub is here in Charlotte. They have destroyed almost every bag I've owned. They lost one, it showed up to weeks later soaking wet and all my stuff inside was ruined. Thank God it was only clothes, paperwork and books. I've never got any compensation for the damages over the years.. They Suck..

Sam, I hope they make it right with you..

Nov 03, 2009 at 03:11 AM

voltaire
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p.2 #3 · U.S. Airways is FAIL

Sorry to hear about your story. I hope they (either US Airways or your insurance) would make it right for you. I'm from SF too so here's my two cents:

Have you tried contacting media outlets like KGO? There's a consumer guy there who might be able to help you. SF Chronicle also has these articles on their Sunday Travel section about travel problems. I know its a long shot but it might be worth a try.

The upside if you get KGO to help you there might be some free exposure.

Good luck, Sam.
Voltaire

Nov 03, 2009 at 03:27 AM

Bobster2
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p.2 #4 · U.S. Airways is FAIL

Every airline has a contract of carriage that you MUST read. US Airways will only accept fragile equipment if it is packed in proper shipping containers. In other words, it should be packed as if you were sending it by UPS. Otherwise, they are not responsible.

When I had a similar situation, I told the gate agent that I wanted to be booked on a later flight that would take my bag in the overhead, and I had to wait a few hours.

Nov 03, 2009 at 05:14 AM

scalesusa
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p.2 #5 · U.S. Airways is FAIL

Its called Deregulation. Many of you will recall when there was little or no competition among airlines, prices were fixed by the Government to guarantee a profit. Fares were very high, but service was excellent.

Now people look for the lowest fares, and the use of computers helps them find them. In a way, we are part of the blame, since we force airlines to cut fares which results in poor service.

About the only US airline I willingly fly is Southwest. They are a budget airline, but I've never had any problems. For International Travel, I like British Airways, at least Business Class is good.

Nov 04, 2009 at 04:04 AM

Mike V
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p.2 #6 · U.S. Airways is FAIL

If you travel a lot, invest in film and TV industry style rigidised aluminium cases with custom cut high density foam like this:

Even Pelican cases if you get decent custom foam cut-outs will work:

Even the airlines will tell you your gear is not packed properly in soft bags.

Nov 04, 2009 at 11:49 AM

monochrome
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p.2 #7 · U.S. Airways is FAIL

If you're checking your bags that is what you need. But most will carry-on their photo equipment. So their normal bag should work.

Nov 04, 2009 at 03:13 PM

mike reid
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p.2 #8 · U.S. Airways is FAIL

do what the woman did with BoA and her credit card being jacked up to 30% interest...make a video bashing US Air and put it on youtube. It got so much exposure BoA came back and changed her rate back

US Air is typical of the old school east coast airlines....dont care, dont have to, and their passengers have learned to take it.

Nov 04, 2009 at 03:22 PM

Steve Ickes
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p.2 #9 · U.S. Airways is FAIL

Sam,
If you ever decided to give up photography I'm sure you have a future in writing satirical comedy. You had me in your shoes one minute, laughing my a** off the next. Not that the situation is the least bit amusing. I feel your pain and frustration and probably would've jumped over the counter and dropped a sleeper-hold on someone after that fiasco.

I think you story illustrates the general state of customer service these days which is "The customer is always wrong and insignificant." I do think though that the airline industry in general has been putting a gun to our heads for years knowing that people will always fly no matter how much they surcharge, how many times you are left delayed, or how bad the flights are. Its criminal, its heinous, and it pisses me off every time I have to book a flight. I've gotten so pissed off at the airline industry that I will readily and willingly drive to any destination within 30 hours of where I live.

"You will die alone"

Nov 04, 2009 at 03:36 PM

Steve Ickes
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p.2 #10 · U.S. Airways is FAIL

Another suggestion: send your story to The Consumerist (http://consumerist.com/) . That site gets a ton of hits and exposure. May not bring you any resolution with the airline but you can at least spread the word.

Nov 04, 2009 at 03:43 PM

Erik Schlange
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p.2 #11 · U.S. Airways is FAIL

Says reader Steve pointed Consumerist to this thread - good idea.

http://consumerist.com/5396963/photographer-says-us-airways-soaked-17850-worth-of-camera-equipment

Nov 04, 2009 at 06:27 PM

fln538
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p.2 #12 · U.S. Airways is FAIL

carlsbadbum wrote:
Is not just U.S. Airway, it's almost every airlines want to cut cost. They hire cheap non English speaking CS, and only pay $8/hr for baggage handlers so the CEO can get millions in bonuses. If you were flying back in the 70s and early 80s your gear would treated like eggs, and if you have problem the manager will be there to take care of it personally.

Sorry to hear about your bad experience with U.S.Airway, I had similar experience with Southwest and TSA guys.

Wow according to you, people that don't speak English don't know how to handle things?
What a revelation! English Speaking people rule the world!!!

Nov 04, 2009 at 07:03 PM

kaybeejay
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p.2 #13 · U.S. Airways is FAIL

One of the comments from comsumerist had a good point. If you had made thru all the checkpoints and brought the bag as a carry-on, you would have had NO WATER BOTTLE to leak onto your gear.

Nov 04, 2009 at 07:06 PM

kaybeejay
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p.2 #14 · U.S. Airways is FAIL

fln538 wrote:
carlsbadbum wrote:
Is not just U.S. Airway, it's almost every airlines want to cut cost. They hire cheap non English speaking CS, and only pay $8/hr for baggage handlers so the CEO can get millions in bonuses. If you were flying back in the 70s and early 80s your gear would treated like eggs, and if you have problem the manager will be there to take care of it personally.

Sorry to hear about your bad experience with U.S.Airway, I had similar experience with Southwest and TSA guys.

Wow according to you, people that don't speak English don't know how to handle things?
What a revelation! English Speaking people rule the world!!!

If you A) live/work in the USA - you should speak english. B) if you are head of customer service in the USA, you should not only speak english, but speak it very well.

Why is that such a difficult concept to adopt?

Nov 04, 2009 at 07:08 PM

ci5ic
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p.2 #15 · U.S. Airways is FAIL

kaybeejay wrote:
One of the comments from comsumerist had a good point. If you had made thru all the checkpoints and brought the bag as a carry-on, you would have had NO WATER BOTTLE to leak onto your gear.

Most airports, you can buy water bottles and other liquids after the security checkpoint...

Sadly, "doing the right thing" is all but dead when it comes to large corporations... Not everyone can write a song, post the video on youtube, and go viral with their complaint... these corporations know it, and they use it to their advantage. Shame on them!

Nov 04, 2009 at 07:20 PM

bikinchris
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p.2 #16 · U.S. Airways is FAIL

Never, ever give up anything fragile to anyone at the airlines. This has been my motto for a while now. They will never make me gate check or give up my camera bag. I know for a fact that it is airline legal. They can't make me give it up.
I was at Atlanta-Hartsflield coming home from Hawai'i and watched a Delta baggage handler remove the bags off of a cart to be loaded onto a plane. He didn't drop bags, no he didn't throw bags, He took EACH AND EVERY BAG with both hands and slammed them down onto the tarmac with all of the strength he had. Including the case of pineapples we were bringing home.
*******Never-ever give up anything fragile to any airline employee.*******
If the government wants to make any difference in the 'bill of rights for airline passengers', they should make airlines fully liable for anything they take out of your hands and make them liable for all repair or replacement costs unless they can prove that you didn't pack it well.

Nov 04, 2009 at 07:51 PM

Gary Lee 44
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p.2 #17 · U.S. Airways is FAIL

monoprint
Bummer about the camera EQ damage! But I loved the video about the United Airlines-WHAT A GREAT IDEA!

Nov 04, 2009 at 08:07 PM

carlsbadbum
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p.2 #18 · U.S. Airways is FAIL

fln538 wrote:

Wow according to you, people that don't speak English don't know how to handle things?
What a revelation! English Speaking people rule the world!!!

I HATE people like you that get offended very easy because you missunderstood what I'm trying to say is....

This is America, if you're going to be a Customer Service position you must be able to speak American English perfectly without any accent.

Nov 04, 2009 at 08:33 PM

dwerther
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p.2 #19 · U.S. Airways is FAIL

Sam,

To me (and most courts) the litmus test is what risk can a reasonable person assume when checking bags? Losing it? It happens. Damage? That happens too. Everything else is not a reasonable risk involved in putting baggage into the bottom of an airplane. Assuming you are not flying into Seattle or other rain forest getting your gate-checked bag soaked in the bottom of an airplane is not a risk that a reasonable person would anticipate. Therefor they are liable, no matter what their cartage statement says.

For that reason if I were you I would mount a ceaseless campaign to (a) get reimbursed for every expense associated with the loss, and (b) do as much PR damage to US Air as possible. Had they done the right thing and admitted liability immediately and reimbursed you in a timely manner you would be remiss to complain. But they did not.

If it is any consolation you have already done damage to US Air as I will not fly them again either.

Hey, everyone needs a vendetta. I wish you the best of luck with yours.

David

Nov 04, 2009 at 08:45 PM

joekraft
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p.2 #20 · U.S. Airways is FAIL

Sorry to hear about your troubles, and I'm sure it's no consolation, but what a great account of your trouble.

I have some personal experience with that company. My wife used to work there, and would attend meetings with the CEO. She doesn't work there anymore. There is a real pattern of crappy behavior leeching down from the highest levels of management. It's a shame. Before the merger, they had some really good people in their executive positions. Not so much anymore, and as your experience shows, it is affecting the whole airline.

Good luck getting this resolved in some manner.

Nov 04, 2009 at 08:57 PM

pointedem
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p.2 #21 · U.S. Airways is FAIL

wow thank you for that post. Sorry to hear, best of luck.

Nov 04, 2009 at 10:33 PM

Bobster2
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p.2 #22 · U.S. Airways is FAIL

Do we all volunteer to pay higher ticket prices so people can check very expensive fragile and water sensitive equipment in soft bags that aren't waterproof?

That's what it boils down to.

The airline is doing what's best for the majority, not charging everybody higher prices to benefit a few.

Nov 04, 2009 at 11:33 PM

dwerther
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p.2 #23 · U.S. Airways is FAIL

Bobster2 wrote:
Do we all volunteer to pay higher ticket prices so people can check very expensive fragile and water sensitive equipment in soft bags that aren't waterproof?

That's what it boils down to.

The airline is doing what's best for the majority, not charging everybody higher prices to benefit a few.

Isn't this like saying that CanKon is going to make their consumer DSLR line where dropping it results in guaranteed destruction, but that is okay since very few people drop them, and it will allow them to lower the price so the majority is better off?

I don't agree that service vs. low price is ALWAYS a zero sum game. Yes, sometimes you have to pay extra for better quality and service in durable goods (IBM laptops, Mercedes Benz) but some service companies have figured out how to offer both (Southwest Airlines, Sears Craftsman tools).

Reward apathy and mediocrity only when there is no other choice.

Nov 04, 2009 at 11:49 PM

fln538
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p.2 #24 · U.S. Airways is FAIL

I HATE people like you that get offended very easy because you missunderstood what I'm trying to say is....

This is America, if you're going to be a Customer Service position you must be able to speak American English perfectly without any accent.

Geez talking about neurotic people..... relax take a chill pill, breath, smell the flowers, don't hate me please! anger gives cancer or at least a very nasty indigestion!

And for the record is misunderstood not "missunderstood"

Nov 05, 2009 at 12:48 AM

monochrome
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p.2 #25 · U.S. Airways is FAIL

If for the record, shouldn't have you used a comma after Geez? And used a capital "A" for anger?

Nov 05, 2009 at 01:00 AM


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