We are writing to express the profound anger, frustration, and disappointment that my husband and I experienced on our recent trip flying US Airways–and in our subsequent efforts to have our concerns addressed. I have never had such a bad experience with an airline, and it came when when my wife was pregnant with our first child has made it that much worse. I had assumed that we would be frequently flying US Airways in the near future to visit family with our son, but after this experience, I’m not sure that I will ever fly US Airways again. We’ve recounted below the full details of our terrible experience with US Airways and its customer service, but the bottom line is that after part of our return flight home from Quebec City to Washington, D.C. was cancelled, we were promised a full refund of our return tickets from Quebec City to Washington, D.C. if we would cancel our leg from Philadelphia to Washington, D.C. and make our own arrangements to get home. We assumed that the airline had made a determination that it should encourage people to make other arrangements, if possible, to avoid the cascade of bumping & re-bookings that would be necessary if the airline had to rebook everyone on all of their flights that were being cancelled that evening. For our part, we needed to get that home evening as we had planned, so as long as we would not be out of pocket additional expenses (which based on the promised refund we would not be), it made sense for us to cancel and make our arrangements. We were thus completely shocked when our “refund”” was not the roughly $460 we were promised
but roughly $90 — not even enough to cover the alternate arrangements we had made (i.e.
cabbing to the Philadelphia train station and taking Amtrak to DC). That was utterly ridiculous — and was the added injury to insult of the treatment we received from US Airways at the airport. As we detail below
as soon as our flight was cancelled
US Airways closed our departure gate and instructed the ticket agents there not to help us