From 10Connects:

Wheelchair-bound Elfride Kuemmel was on her way back home to Tampa Monday when a US Airways employee wheeled her on to the wrong connecting flight.

The 83-year-old wound up in Puerto Rico, where she was initially told she'd have to spend the night at the airport.

Vera, of course, objected to this idea.

"I was upset, and I told them there was no way they were going to leave her in the airport all night waiting to leave on a flight at 3:30 in the afternoon," she told the local news.

US Airways ended up buying Elfride dinner, a hotel room, and a flight back to Florida. First class.

Elderly Tampa woman ''lost'' by US Airways [10Connects]

The attendants, who initially opposed the program, would "riot" if the airline tried to return to the old system of free nonalcoholic beverages, President Scott Kirby said Thursday at a Calyon Securities conference in New York.

"Logjams in the aisles, significant trash collection, lines at the restrooms — all those things are largely gone on US Airways because fewer people are buying and drinking sodas," he said. "We spend less money, we generate a little revenue, and those problems are largely gone."

The spokesperson for the flight attendants in question thinks Scott Kirby is full of you know what:

"Kirby's comment that we would riot is just his way of telling himself they made the right decision," said Mike Flores, president of the Assn. of Flight Attendants-CWA at US Airways.

"This is the very tip of the iceberg on what they're going to want us to sell," Flores said. "It's going to be everything from pillows and blankets to cellphone chargers."

Fun.

US Airways sees benefits of charging for drinks [LA Times]
(Photo: Jenna Belle )

"In order to ensure that all carriers remain focused on safety, aviation regulations do not require airlines to pay compensation for consequential expenses because of delayed or canceled flights."

Come on, U.S. Air, at least make up interesting bullshit. Compensating passengers could resurrect mighty Rodan, whose insatiable hunger for man-blood would imperil plump business-class passengers. Stuff like that.

Here's the rest of their letter:

I sincerely apologize for the inconvenience you experienced when Flight 1860 was cancelled due to Air Traffic Control. You have every right to expect our flights to operate as scheduled. We certainly don’t intend to cause difficulties for our customers and realize that any service failure, even when the cancellation is mandated by Air Traffic Control, creates a negative impression of our company.

All airlines must adhere to the instructions given by the airport’s traffic tower. We realize the cancellation of your flight was a frustrating situation; however, the flight was cancelled in conjunction with airport conditions and information from the airport tower.

Deteriorated weather conditions made flying to Philadelphia an impossibility. It became apparent an improvement in this situation was not going to happen. Safety considerations are paramount to all concerned and override flight schedules. We realize this was a frustrating situation; however, the flight was cancelled for safety reasons.

In order to ensure that all carriers remain focused on safety, aviation regulations do not require airlines to pay compensation for consequential expenses because of delayed or canceled flights. This would include such items as hotel expenses, telephone calls, lost wages, missed meetings and other personal expenses including purchasing alternate transportation.

I’m sincerely sorry for the difficulties and the inconvenience you experienced on this trip. Regretfully, per policy and guidelines this is not a compensation issue.

Technically, U.S. Airways is correct in that neither the contract of carriage nor federal regulations compel the airline to offer anything, including an apology letter. Still, as travel-meister Chris Elliot points out, "the federal government doesn't force us" isn't good enough.

...common sense tells you it should do something, even if it means sending them a couple of hundred bucks in vouchers that will be impossible to redeem (or that the passengers will refuse to redeem). But “this is not a compensation issue” is unacceptable.

So what would the right response look like? Could any airline offer a response we'd find acceptable? Compare U.S. Airways' response to Southwest's classy handling of a 2-hour delayed flight.

US Airways to Dominican flight victims: “This is not a compensation issue” [Tripso]
(Photo: Getty)

Most Fee Crazy Airlines:

1. U.S. Airways: Not only does U.S. Airways have the distinction of being the only US airline to charge for water, they were also the first to discontinue free snacks. They've also decided to do away with in-flight entertainment. So what will you think about while you're bored, hungry and thirsty? How about that $15 first checked bag fee, the $25 second checked bag fee, the $5-30$ fee to choose your favorite economy class seat, and the whopping $250 fee you paid to change your ticket. Oh, yeah, and remember when they made everyone crazy by charging a $5 fee to book a ticket... with their own website?
2. United Airlines: United is following U.S. Airways lead with a combination of cutting amenities and introducing fees. They've done away with snacks and are selling "snack boxes." Soon, United will be raising the prices for these items and economy class passengers will be expected to pay $9 for a sandwich. While you're munching on that overpriced nonsense, you can add up the following fees: $15 to check your first bag, $25 for the second bag, and $125 for the third. Then there's the $25 you paid to book your ticket over the phone, the $125 you paid for the privilege of traveling with your pet in the cabin, and of course, the $349 per year that you pay to be able to "stretch out and relax in comfort in seats located at the front of the Economy section,".."if available."
   
3. (tie) Delta Airlines & American Airlines: American was the first airline to charge for the 1st checked bag, and Delta has managed to resist that fee — but Delta's other fees are just so darn expensive that we had to call this one a tie. Ultimately, it costs more to check two bags with Delta than it does with U.S. Airways, United, or American. American currently charges $15 for the first bag, $25 for the second, and from $3-6 for snacks. Delta charges nothing for the first checked bag, but if you're thinking of checking two bags, get ready to pay $50 for the second bag, and $125 for the third bag. Ouch! Delta's snacks are complimentary, but they charge from $1-10 more for certain special items.

Least Fee Crazy Airlines:

1. Southwest Airlines: Southwest is the only major airline that isn't charging a fee to check two bags, and the third checked bag will only cost you $25. There is also no fee to change your ticket. Instead, you'll get a flight credit that is good for one year. They don't charge a fee to book over the phone or in person, and they don't charge a fee for an unaccompanied minor.
   
2. AirTran: AirTran has fees but they're lower than a lot of its competitors. For example, the 2nd checked bag is $10 and the third is $50. The ticket change fee is $75, and unaccompanied minors will only cost you $39, as opposed to $100 on Delta, United, etc. You will pay $6 for an advanced seat assignment and $20 to sit in an exit row.
   
3. JetBlue: JetBlue keeps threatening to go over to the dark side with new charges for things that used to be free (headsets $1, blankets and pillows $7) but they still have some of the more reasonable fees in the industry. There is no charge for the first checked back, and the second bag will cost you $20. Changing your ticket will cost you $100, and expect to pay from $10-20 more for their mini-business class "extra legroom" seats. Snacks and non-alcoholic beverages are plentiful and free, however. Love those blue potato chips.

If you're looking for an easy way to compare fees, check out this excellent PDF from the folks at SmarterTravel.com, Airfarewatchdog.com, and SeatGuru.com.

(Photo: Jenna Belle )

The fees are:

1) Beverages— Bring an empty water bottle and hit the drinking fountain.

2) Checked luggage— Avoid certain stupid airlines or become a carry-on ninja.

3) Award tickets— Fuel surcharges are making award tickets suck. Cash in your miles, or use your awards for something else.

4) Unaccompanied minors— Avoid airlines with insane fees or fly with your kid. At these rates, it might be worth it.

In depth explanations and more specific advice on how to get around these fees is given here, but we liked this way the best:

Of course, the best way around all of these fees is to fly on an airline that doesn't have them. Southwest Airlines still allows you to check two bags at no extra charge. JetBlue still serves free drinks and snacks and charges $25 less than the big airlines for unaccompanied minors. Supporting these less fee-prone companies will hasten the inevitable demise of the airlines that erroneously believe they can surcharge their way back to a profit.

Four new airline fees — and how to avoid them [CNN] (Thanks, j!)
(Photo: hellochris )

According to US Airways policy, coffee and tea are $1, but bottled drinking water is $2. So, can you order tea and ask them to "hold the tea" and save a $1? Shouldn't you be able to get a boring old glass of water for free?

Jeanne Leblanc from the Hartford Courant thinks so:

It's hard to understand why the laws that require free potable water in such public places as movie theaters and amusement parks don't seem to apply to airlines. But then, it shouldn't have to be a law. It should just be a matter of common decency.
...
Now, I'm not saying US Airways should have to hand out free bottles of water, although that would be nice. I'm saying it should pour a cup of water out of a quart bottle for any passenger who's thirsty. And for no other reason than that they're thirsty.

US Airways says that if you're "desperately thirsty" and you don't have any money, they might give you some water... so that you don't try anything embarrassing like drinking out of the bathroom sinks.

“Frankly, [drinking from the sink is] just not classy,” a US Airways spokesperson told the Wall Street Journal.

So what do you think? Should there be non-fancy water for anyone who is thirsty?

US Airways' Fee Too Far [Courant]
Starting Today, No More Free Water on US Air [WSJ Middle Seat Blog]
(Photo: caseywest )

The flight attendants say that not only does this "nickel and dime" approach turn flight attendants into "cashiers," it could cause an already irritated traveling public to become enraged:

"In the current industry of customer frustration, the last thing flight attendants want to do is add fuel to the fire," said a spokesperson in a press release.

Bloomberg reports that US Airways is trying to calm fears of a violent uprising by instituting a policy of non-confrontation with potential insurgents.

“We’re trained to keep order on an airplane and defuse confrontation,” Mike Flores, president of US Airways’ A.F.A. chapter, said in an interview Thursday. “If it takes giving a free beverage to somebody to do that, so be it. I expect there will be flight attendants who just give everything away.”

No Free Coffee on US Airways (Unless, of Course, You Insist) [NYT]
US Airways Aircraft Turn Into Flying Vending Machines (Press Release) [Portfolio]
US Airways' air-rage incentive [Economist]
(Photo: Jenna Belle )

If your flight is canceled or you're given a wrong connection, the airline might have to put you on another flight for free, even if it's on another airline. Airfarewatchdog blog has put together a handy table to help you tell which airlines follow these procedures, and to what degree. They also have links to the contracts of carriage for the airlines that have them posted online. Handy to check if you're covered before booking, and also good to print out and bring with you to the airport just in case you need to invoke your rights and the airline employee has forgotten their own policies.

Rule 240 Revisited [Airfarewatchdog Blog]

An Open letter to All Airline Customers:

Our country is facing a possible sharp economic downturn because of skyrocketing oil and fuel prices, but by pulling together, we can all do something to help now.

For airlines, ultra-expensive fuel means thousands of lost jobs and severe reductions in air service to both large and small communities. To the broader economy, oil prices mean slower activity and widespread economic pain. This pain can be alleviated, and that is why we are taking the extraordinary step of writing this joint letter to our customers. Since high oil prices are partly a response to normal market forces, the nation needs to focus on increased energy supplies and conservation. However, there is another side to this story because normal market forces are being dangerously amplified by poorly regulated market speculation.

Twenty years ago, 21 percent of oil contracts were purchased by speculators who trade oil on paper with no intention of ever taking delivery. Today, oil speculators purchase 66 percent of all oil futures contracts, and that reflects just the transactions that are known. Speculators buy up large amounts of oil and then sell it to each other again and again. A barrel of oil may trade 20-plus times before it is delivered and used; the price goes up with each trade and consumers pick up the final tab. Some market experts estimate that current prices reflect as much as $30 to $60 per barrel in unnecessary speculative costs.

Over seventy years ago, Congress established regulations to control excessive, largely unchecked market speculation and manipulation. However, over the past two decades, these regulatory limits have been weakened or removed. We believe that restoring and enforcing these limits, along with several other modest measures, will provide more disclosure, transparency and sound market oversight. Together, these reforms will help cool the over-heated oil market and permit the economy to prosper.

The nation needs to pull together to reform the oil markets and solve this growing problem.

We need your help. Get more information and contact Congress by visiting www.StopOilSpeculationNow.com.

They've sent you an EECB... how will you respond?

Airlines: Curb oil speculation [CNN]

Sales of $5 headsets “has gone off a cliff” according to a US Airways spokesperson. “What was economical 18 months ago is not economical today,” he said. “The things we were looking at for tomorrow, in general, have had to be put on hold.”

US Airways has already discontinued free snacks, started charging $2 for beverages that were formerly complimentary, and added a $15 fee to check one bag and an additional $25 fee to check a second bag.

In-flight movies cut at US Airways [Charlotte Observer] (Thanks, Glenn!)
(Photo: Jenna Belle )

Some tips on carry-on bags:

Embrace the middle seat
Often, there is more space for your carry-on under the middle seat, however, sometimes airplanes have equipment stored under them. You can usually find information on which seats to avoid in the airline's carry-on bag restrictions or in their policy section on traveling with pets.

Board Early
To get that precious overhead-bin space, get familiar with how your airline boards the plane. "Most carriers allow passengers with disabilities and elite frequent fliers to board first. Northwest offers open boarding in no particular order, while Delta often starts with the window seats in the back. "

Be aware of carry-on limits
For example, American Airlines limits carry-ons to 45 linear inches (length+width+height) and 40 lbs. They also allow one small personal item like a purse or briefcase.

Some tips on checked bags:

Check airline exemptions
"American and United waive first-bag fees for first- or business-class passengers and elite frequent fliers. All major carriers still allow two checked bags for flights with an international leg. You might also be exempt if you bought your ticket before the new fee goes into effect. US Airways won't charge those who purchased tickets before July 9. Consider planning future trips on an airline that hasn't yet announced a first-bag fee."

Note item exceptions
Usually strollers, child car-seats and wheelchairs are free of charge. Since each airline has different restrictions regarding weight and dimensions, make sure you review the policies on the airlines you plan to fly.

Start small
If you start with a large bag you will tend to stuff more inside increasing your bag's chance of being overweight. As a rule of thumb, don't check a bag bigger than 24 inches if you want to stay under weight limits.

Look for a cheap light bag
Unless you are a frequent traveler, it is advantageous to go with lighter luggage which only needs to withstand a few trips a year. High end luggage is obviously more durable but weighs a good deal more.

How to Avoid Paying Airline Baggage Fees [SmartMoney]
(Photo: Getty)

Elliott says the act of charity "may have lost a little revenue in the short term, but I think it’s earned a customer for life." A LITTLE revenue? What about all the additional revenue they've just lost in checked baggage fees, drink and snack purchases, self-service seatbelt fastening surcharges, pressurized cabin fees, and that collection plate that's passed around after the flight attendant demonstrates how to put on the oxygen mask?

"Troubled airline refunds nonrefundable ticket to unemployed passenger" [Elliott.org]
(Photo: zonaphoto)

New fee at US Airways: $2 soda [Philadelphia Inquirer]
(Photo: John Kit )

Forbes Traveler's 10 Most Annoying Airline Fees

1. Checked Baggage: $10-$100
American Airlines now charges $15 for the first checked bag. Ugh.

2. Talking to Real People: $10-$25
"It costs $20 to book through a representative at American Airlines, and US Airways charges $15—the same as discount airlines JetBlue and Southwest."

3. Seat Preference: $10-$20
"United Airlines' Economy Plus plan is unique: For a $349 annual fee, one member and his or her companion are seated at the front of economy section whenever possible."

4. Rewards Redemption: $75-$100
Expect to pay this fee if miles are redeemed without "sufficient notice," and because you can't redeem the miles through the website, get ready to "pay for the convenience of booking through a ticket agent."

5. Curbside Check-In: $2-$3+
Remember, this fee doesn't include tip.

6. Traveling with a Child or a Pet: $10-$100 and up
"Delta recently doubled its [unaccompanied minor] rate to $100 and Continental upped its charge to $75 on direct flights and $100 on trips with connections."

7. Changing a Reservation: $30-$200
"United Airlines has hiked its ticket-changing charge from $100 to $150. "

8. Paper Ticket: $50-$70
"Delta charges $50 to customers who still want a physical copy of their ticket."

9. Airport improvement: $4.50-$20+
"...the airport-improvement fee has one short-term impact: It makes your ticket more expensive."

10. Fuel Surcharge: $30-$300
"Fuel now accounts for 40 percent of a ticket's price, and surcharges are regularly $65 each way on most major carriers. "

For the full article and slide show, click here.

Annoying Airline Charges [Forbes Traveler]

(Photo: Travelin' Librarian )

Oddly, beer topped each of the lists. Anheuser-Busch is the company most admired for the quality of its products, while Molson Coors is the least admired. The full lists inside.

The Top 10 Most Admired Companies Based On Quality of Products Or Services:

1 Anheuser-Busch
2 Nordstrom
3 Medco Health Solutions
4 John Deere
5 BMW
6* United Parcel Service
6* Adobe Systems
8 Fortune Brands
9 Procter & Gamble
10 Herman Miller

The Top 10 Least Admired Companies Based On Quality of Products Or Services:

1 Molson Coors Brewing
2 Amtrak
3 Dollar General
4 US Airways Group
5 Family Dollar Stores
6 Constellation Brands (Arbor Mist wine)
7 WellCare Health Plans
8 Amerco (parent company of U-Haul)
9 Northwest Airlines
10 Sears Holdings

What companies do you admire?

Best & Worst: Quality of Products And Services [Fortune]
(Photo: *nomad* )

US Airways' management has always been unapologetic about the grossness of US Airways' free snacks. As they told employees who requested better tasting pretzels:

"We've worked with our purchasing team," management explained, "to bring in many companies to compete on our main cabin tidbit item (pretzels). To date, no one has been able to match our current cost, about 3 cents per package."

US Airways Ends Free Snacks For Passengers [Bizjournals](Thanks, Peetah!)
(Photo: Zonaphoto )

PREVIOUSLY: Employees May Hate US Airways More Than Their Customers Do

My company has a deal with USAir where we can go to the ticket counter in Boston and get discount tickets on the LaGuardia or Washington DC Shuttle. We're not supposed to book ahead; just go to the counter and show our IDs and get the discount fare.

It's Friday night last week, and it's 7:30 at night. I'm trying to get to New York. I go online, type in "us airways shuttle schedule" and am shown to a page on usairways.com (screen shot attached). Seeing that there's a 9:00 PM flight (the page indicates that flights are 6:00 AM to 9:00 PM hourly), I get in a cab and head to Logan Airport. [This 9:00 flight is to be the last Boston to NY flight of the night on any airline.]

When I arrive at 8:10 or so, the entire Shuttle ticketing counter is dark and there is a security gate pulled in front of it. I walk down the hall to the USAir main counter and a friendly but hapless fellow looks in his computer and tells me that the last Shuttle flight had left at 8:00. A supervisor joins him; both insist that my story about the phantom flight is either made up or a result of user error — I must have looked at LaGuardia to Boston, or on Sunday when there is a 9:00 flight, or whatever. With my handy iPhone, I show them the web page: Boston to LaGuardia, weekdays, 6:00 AM to 9:00 PM hourly. [Hey Apple, great commercial fodder there: use your iPhone to prove customer service agents wrong.]

They look up other flights, nothing. Offer a flight at 6:00 AM the next day, no thanks. I leave them as they tell me, "Sir, I know that our schedule indicates a 9:00 flight, but we haven't had a flight past 8:00 for at least the past five years."

In the end, I spent nearly $60 to get to and then from the airport. USAir would not give me a cab voucher, and the airport manager on duty, Cammy, was easily one of the rudest and least helpful airline types I've come across. I got to NY by Amtrak on a train that arrived late at 2:15 AM.

Remember when USAir began with "U"? The airline still sucked back then, but maybe it sucked just a little bit less.

Jon

It might be worth it to try escalating this complaint with US Airways, as your company has a (presumably) valuable business relationship with the airline. If nothing else, send your complaint to the Department of Transportation.

From the AP:

Continental is also still in discussions about an alliance with AMR Corp.'s American Airlines and British Airways, said an official with knowledge of those talks. That person also was not authorized to discuss the matter and requested anonymity.

The official said it would not be unusual for Continental to be considering alternatives, but that the British Airways-Continental-American talks are progressing and don't appear in jeopardy.

Nasty, airlines. Nasty.

United's Tilton to give Parker a shot at top job-FT [Reuters]
AP source: United, Continental in alliance talks [AP]
(Photo: Zonaphoto )

So where will all this drama end? We figure by the end of the season, US Airways will be merging with someone in a cute wedding chapel, but then a bunch of men will run in firing machine guns and we won't know who lived and who died until the fall!

Combining United with Continental would create a company with a combined $35 billion in revenue and nearly 100,000 employees, surpassing the Delta-Northwest combination as the world's largest airline.
 
But that merger may not happen. United Airlines, whose shares plunged 40 percent when it reported a quarterly loss earlier this week, is also talking to US Airways.
 
Analysts have said a merger between those two carriers would be less complex than one between United and Continental Airlines.
 
JP Morgan analyst Jamie Baker earlier this week said a deal between United and US Airways could be easier when it comes to aligning the wages of pilots, combining fleets and reducing flights and seats.

[Minyanville via Upgrade: Travel Better]

A group that trains pilots to carry handguns, the Federal Flight Deck Officers Association, says it will fight the termination. "This was accidental not intentional," Karn told CNN. "This is not the way to treat a long-term pilot."

Group: Pilot whose gun went off will be fired [CNN]
(Photo:zonaphoto)

We've listed most of the major airlines and their regional affiliates. We've indicated whether the airlines are now defunct, part of Delta, recently bankrupt, or possibly looking for love with another airline. Regional airlines are marked with their affiliates' logos. Watch out Continental... we think United has her eye on you. Enjoy!

"Taking it seriously" is a phrase companies use over and over again in public statements whenever they have bad PR. Our series of posts on occurrences of the phrase is our attempt to question how seriously companies are really taking these matters if every time they trot out this phrase by rote. To see more examples of how companies are "taking it seriously" click here.

(Photo:Flying Photog)

(Photo: Getty)

Two United Airlines planes were being inspected Sunday night after their wings touched at Dulles International Airport outside Washington. Officials say there are no reports of injuries.

Rob Yingling, a spokesman for the Metropolitan Washington Airports Authority, says a Boeing 737 and a smaller Embraer aircraft were preparing for departure Sunday evening when their wings touched. They were on the taxiway

United Airlines Clip Wins At Dulles [MSNBC] (Thanks, Andrew!)
(Photo:Zonaphoto)

The passenger has been taken into custody, but the whole thing makes us wonder what the comment was. Why can't we hear it? Is it like the "The Funniest Joke in the World?" Once we find it and post it, will they have to evacuate the building where you work because you read it?

LAX Passenger Detained, Flights Delayed After 'Suspicious Comment' [KNBC]
(Photo:JohnKit)

Courtney Prebich, a MWAA spokeswoman, said that the two planes — a U.S. Airways Airbus A319 headed to LaGuardia Airport and a smaller U.S. Airways Express regional jet on the way to Rochester, N.Y. — were in an area at the north side of the airport waiting for their turn at the runway when the collision occurred.

The smaller jet — operated by regional carrier Republic Airways — was carrying 21 passengers in taxi mode toward the runway when it clipped the wing of the larger aircraft and became lodged there, according to Andrea Rader, a spokeswoman for U.S. Airways.

Emergency response vehicles evacuated a total of 63 passengers from the two planes onto buses and took them to the airport terminal, where they were booked onto later flights, officials said. One passenger complaining of back pain after the collision was taken to a nearby hospital for examination, Prebich said.

U.S. Airways Planes Clip Wings at Reagan Airport [Washington Post]
(Photo:Cubbie_n_Vegas)

Dividend Miles program changes As part of our continuing efforts to provide valuable benefits to our frequent flyers, US Airways is making a change to our Dividend Miles program. We're making these changes to offset record fuel prices and rising airline related expenses while maintaining the benefits you've come to expect. Beginning May 1, 2008, Dividend Miles will award the actual number of miles flown rather than a minimum number of miles flown for each segment. Also, members who redeem miles for award travel within 14-days of departure on usairways.com will be assessed a quick ticketing fee.

Here's a summary of the policy changes:

Accrual

* Tickets purchased on/after March 1, 2008 for travel on US Airways on/after May 1, 2008 will earn the actual number of miles flown and will no longer earn a minimum of 500 miles per segment.
* Tickets flown on partner airlines after May 1, 2008 will earn the actual number of miles flown.

Tickets purchased prior to March 1, 2008 will continue to earn the 500 mile minimum for travel after May 1, 2008. Accrual on flight segments greater than 500 miles in length are not impacted by this change.

Redemption

* Members redeeming miles for award travel online within 14-days of departure will be assessed a quick ticketing fee of $50 per ticket.

A quick ticketing fee of $75 per award ticket will continue to apply for award tickets purchased from US Airways Reservations. Chairman's and Platinum Preferred members booking within 14-days (both online and by phone) are exempt from the fee.

Dividend Miles members still get award travel for as low as 25,000 miles. And, we offer the most generous Preferred upgrade windows in the industry. Earn miles when you fly to any of our 230 destinations in the U.S., Canada, Europe, the Caribbean and Latin America. You can also earn and redeem miles to the nearly 900 destinations served by the Star Alliance.
Thanks for continuing to fly with US.

5. MESA AIRLINES (operates flights for Delta Airlines, United Airlines, USAirways and Midwest Airlines)

4. SKYWEST AIRLINES (operates flights for United Express, Delta Connection and Midwest Connect)

3. ATLANTIC SOUTHEAST AIRLINES (operated by Delta Airlines)

2. COMAIR (operated by Delta Airlines)

1. AMERICAN EAGLE AIRLINES (operated by American Airlines)

Air Travel Consumer Report (PDF) [DOT]
(Photo:Cubbie_N_Vegas)

RELATED: How To Behave When Calling Executive Customer Service
(Photo: zonaphoto)

I have a lovely story that I hope you'll run about our favorite industry... Airlines :)

I'm on a blackberry so forgive my typing.

On December 10th I booked a flight with "US airways" to Ohio from Fort Lauderdale, FL all went well and I actually landed a decent price ($300) for my round trip ticket. I was supposed to fly in the 23rd and fly out the 27th. On the 12th my friend let me know he was moving north and would be driving up. Being the buddy I am I agreed to accompany him on his trek and help with driving (19.5 hours on the road). This meant I would leave town on the 20th... 3 days before my scheduled flight.

The drive was long and tiring but we made it in 1 shot and I was in Ohio before my flight ever departed. The 23rd came and went no phone calls, no emails, no nadda from any of the parties involved. Today is the 27th and as I stand in Dayton OH and my flight leaves without me I have decided to write you my story.

See apparently if you book a round trip ticket and miss part of the flight "US airways" cancels all other flights related to said flight without notification. As if this isn't a bit of a shock, they also refuse to issue a refund or credit towards other flights... They did say the would roll the cost into another ticket, it would only cost me another $300 after fines and differences in price! What a deal...

I passed on such a wonderful offer after pleading with them they informed me that my scheduled flight was full, so even though my ticket was cancelled... even if it wasn't, I couldn't get on the plane anyway. So they had sold the same seat to 2 people... How is this industry is so broke with business tactics like this I will never know.

I ended up booking another flight at another airport with another airline (US airways will never get another dollar from me). In my 2 hours of down time I decided to give them a call and see if I couldn't at least get credit towards a future flight... Or maybe my money back.

I went through 4 supervisors and at least 2 call centers, once I was threatened with a hang up for losing my cool. Long story short I'm out $300. The last lady who helped me was by far the nicest however she wouldn't cop a deal either. I tried various routes... I just wanted "something" for my $300... And I don't mean a headache or phone thuggery. I tried getting 150 packets of $2 peanuts, maybe 300 pairs of disposable ear phones... Or maybe a credit voucher for a flight... Or maybe some money back. All without result.

In closing to our conversation I told her "I hope you enjoy your $300 because I will never fly your airline again, and I'll make sure to let everyone know of my joyous experience... I hope this costs you thousands, happy holidays."

Thanks a lot and keep up the good work guys!

-Chad Seaman

(Photo:zonaphoto)

Her daughter told WKMG in Orlando:

"She called me at 3 a.m., crying hysterically because she didn't know what to do and no one would help her."

U.S. Airways responded:

"We are not happy to hear about this incident. We will work with our employees because that is not how we deal with our customers."

Wheelchair-Bound Woman Left On Tarmac [Local 6]
Woman stranded on tarmac [CNN] (Thanks, Lucas!)

A rich record of the employee discontent emerges from regular question-and-answer sessions held at US Airways, which is both the worst-performing big airline in the country and a company that encourages its 36,000 workers to direct tough questions at its chief executive, W. Douglas Parker.

"Doug, I watched you on CNBC today," said one e-mail message from a worker, sent on Oct. 25. "And I hate to tell you but the interiors of our plans [sic] smell bad and they are filthy. As an employee I am embarrassed to admit working for US Airways. When are you going to quit talking and do something about it?"

The rancor is not any worse at US Airways than at most other big carriers. What is different is that Mr. Parker, 46, subscribes to the let-it-all-hang-out school of employee relations. He says management learns a lot about how the airline is actually performing through an uncensored give-and-take — and he willingly provided transcripts of the Q. and A. sessions.

"We've worked with our purchasing team," management explained, "to bring in many companies to compete on our main cabin tidbit item (pretzels). To date, no one has been able to match our current cost, about 3 cents per package."

Fliers Fed Up? Airline Employees Feel the Same [New York Times via Kottke]
(Photo:meghannmarco)

Dear Doug Parker,

Due to the snowstorm in the Northeast, I have decided to cancel my overnight trip from New York City to Boston, which I booked on US Airways. USAir posted a travel alert for both of these cities this weekend, and the dates that I had planned to fly—leaving Saturday Dec. 15 and returning Sunday Dec. 16—are within the travel range that USAir posted on its web site.

The USAir site said that it had relaxed certain guidelines due to the snowstorm. However the perimeters are so narrow—I must reschedule my trip within seven days of the original flight—that it is useless to me. Next week is Christmas and, like most people in this country, I have other commitments.

That leaves me paying a $100 penalty on a ticket that cost $251, and of course I don't get any sort of refund, just $151 credit toward another flight.

Considering that I am canceling my trip due to the weather, this transfer fee is outrageous. JetBlue charges only $25 for a transfer fee—for any reason. That is why I have decided to stop traveling USAir for my regular trips to Boston. From now on, I will fly JetBlue.

Also, I haven't officially canceled my flight on USAir yet. USAir has provided me with absolutely no incentive to give them early warning of my plans. There is no reason for me to provide USAir with the courtesy of an early decision to cancel my flight (and give USAir the opportunity to sell the seat) so I'm planning to hold the ticket until the last possible minute.

I am writing this letter in the hopes that you will reconsider this extremely punitive policy. None of us can control the weather, and if it was even a $50 fee I would not be so put off. I have flown the USAir shuttle to Boston many times and have always had a good experience. But this entire incident leaves me feeling very cheated, and feeling very badly about USAir.

Sincerely,

Sara

Dear Ms. [Redacted],

Thank you for contacting US Airways. We appreciate and welcome all inquiries, concerns, and compliments, as your feedback is important to us.

I regret you are not happy with our relaxed weather ticket policy. If you do decide to travel and check-in for your flight, if the flight cancels your ticket can be refunded.

If you decide to cancel before that time, the $100 reissue fee will apply.

Thank you for allowing us to explain our position. We hope to see you on a future US Airways flight.

Sincerely,
Customer Relations
Corporate Office

(Photo:randomduck)