Letter to US Airways for Travel Problems

Letter to US Airways for Travel problems:

I am requesting a partial refund or credit voucher for my troubles last week. I incurred real expenses due to US Airways problems and I deserve to be reimbursed in some form. My travel plans needed me to be in Middlesboro, KY first thing 8/12 returning 8/13.

I was needed earlier in the week but could not due to a death in the family. I was scheduled to fly out of CAK around 6pm on 8/11. I was 5 minutes from the airport around 4pm when I received a call from a US Airways representative that my flight from CAK to Philadelphia is delayed causing me to miss my connection. I was thrilled that they called me. They offered to fly me out of CLE on an 8pm flight through Charlotte getting into Knoxville around 11:30pm. I accepted and drove up to Cleveland.

I parked my vehicle and checked my bag at the ticket counter explaining to them why I was there. They were surprised indicating that Charlotte had "runway problems" and that flights were delayed going into Charlotte. They accepted my checked bag and I went to the gate.

While at the gate I heard the agent on the walkie-talkie being alerted about the earlier Charlotte flight being returned to the gate and canceled. I went to the gate agent before the plane returned to the gate and asked her if my 8pm flight was going to make it out on time or in time for my connection. She indicated that it wouldn't and offered to rebook me on a flight at 5:46pm out of CAK. I told her I was not very happy but after burying my grandfather earlier that day I had no energy in me to argue with her. I asked about my checked bag and she told me to pick it up at baggage claim. I waited at baggage claim for about 30 minutes and my bag did not appear. I went back the ticket counter and asked them if it was sent. They checked my tag and called back on the walkie-talkie to baggage to find the bag and sent me back down to baggage claim. I waited another 20 minutes and no bag - so I went back upstairs. They called again and about 15 minutes later my bag appeared at baggage claim.

I went to my car, loaded my bags and headed for the exit. The parking cost me $6 for 2 1/2 hours an expense that I should not have incurred. I drove home, unpacked my medical device, and went to bed. I set my alarm for 3am (4 hours of sleep) to get up and do it all over again.

From this point forward my trip was going well until I realized that the gate agent did not change my return flight to go back to CAK instead of CLE - so I had to spend time with a customer service agent in Charlotte to correct. US Airways cost me for parking, extra meals and an extra 140 miles on my vehicle in addition to my wasted time and lost productivity. When I asked the customer service agent about compensation, she told me to call the toll free number or submit a request through the web site. When I called the toll free number they told me they could not help me that I had to submit a request through the web site.

I could accept things if we were dealing with an act of God in my travel areas or if there was a non-preventable safety concern. In this case, it was poor management. My original flight was delayed due to maintenance. I appreciate the airlines maintaining the aircraft as I maintain my vehicle - but do that on your time - not mine. The runway problem in Charlotte was a preventable problem on your end. US Airways knew about this project when you sold me the ticket (which was purchased on 8/7). Now, add on top of that the agent that called me to advise me of the delayed aircraft - she didn't know about the Charlotte runway problem? if she didn't, shame on US Airways for not communicating such a major impact to the schedule. If she did know, then she made a mistake that cost me real money and time.

I respectfully ask that US Airways offer compensation in an amount no less than $200 (parking, mileage and time) in the form of a refund or a future travel credit. Anything less than this will not allow me to walk away a happy customer. I have told my story to plenty of friends and family - I only hope I can go back to these same people and tell them that US Airways made it right for me.