US Airways bumped me! What should I do now? [Part 2]

October 19, 2010
By Clay

Photo by Planephotoman, license courtesy of Creative Commons

Earlier this month, we received a question from a reader who was bumped on a US Airways flight and told she would receive $300 in compensation in exchange.  However, when she tried to use it US Airways told her it was only worth $200.  We are on a mission to track down the missing $100 and give Alexa what she deserves!  See our earlier post about what to do when US Airways bumps you.

We took Alexa’s case and researched the best ways to get in touch with US Airways.  Don’t bother trying the reservations number (1-800-428-4322)  – they’ll just tell you that only Customer Relations  handles such issues and email, fax or mail are the only ways of contacting that department.  While US Airways used to have a phone number for Customer Relations, one reservations supervisor told us that US Airways may have gotten rid of the phone number because the hold times were often very lengthy.  I guess eliminating the phone number reduces hold time, but that doesn’t seem like a good way to respond to customers with issues. Onyoursi.de, a wiki that helps customers resolve issues with airlines told us to also email first.  

Even though all signs pointed to email, we thought in person would be best and approached the customer service counter at the Charlotte airport.  Our representative was very nice and after listening to our issue, he went to a manager and then came back to express regret that he couldn’t do anything.  Even with the certificate in hand, the customer service agent could not resolve the issue or look up the ticket.  He said that two years ago, before America West changed things, he was able to handle such disputes in person.  He also told us that it was US Airways policy for representatives to write the passenger selected PIN on the ticket – in this case the PIN was written in the same handwriting as $300 (see above), which should give ample evidence (besides the passenger’s opinion of the facts) that the agent wrote $300 on the ticket.  In the end, he told us too that email was the only way to contact customer relations.

Below is our first email:

Dear US Airways,

Is it possible to review the Take Flight Certificate that was granted during an overbooking?  The ticketing agent that gave me the certificate said its value was $300 and wrote it on the certificate.  However, when trying to use the certificate earlier this month, each representative said it was only issued at $200.

Was there a mistake made in issuing this certificate? I have attached a photo of the certificate for your review and below are the traveler details.

US Airways reply:

Dear Mr.XXXXX:

Thank you for contacting Customer Relations at US Airways.

After further research, our records indicate the Take Flight Credit was issued in the amount of $200.00. I apologize for any misunderstanding on the value of the Take Flight Credit issued on September 5, 2009 for the oversold flight.

Thank you for choosing US Airways. We appreciate your business.

Sincerely,

XXXXX XXXXXXX
Representative, Customer Relations
US Airways Corporate Office

Do you think US Airways reply is sufficient?  Is US Airways responsible for their agents misrepresenting the take flight certificate’s value? We don’t think so, and we’re emailing back.  Don’t expect the next post so quickly.  It took US Airways 3 days to email us this response!

Do you have your own story? Email us and if we feature your story, we will send you a certificate for $25 off your next Airtran purchase. We strive to help every user with their travel problems.

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