Not To Be Trusted With Knives

{December 30, 2008}   OMGIHateUSAirways – The Final Chapter in the Saga

And now the conclusion of our harrowing tale of trying to fly on US Airways.  When we last left the story, our heroine and hero had spent SEVEN hours waiting in the San Jose del Cabos airport, been flown to Tuscon to walk through Immigration/Customs only to find out their luggage had been lost, then flown to Phoenix where they were put up in a hotel and given coupons for a horrible, horrible breakfast.

So.  Comparatively speaking, our flight from Phoenix to Vancouver was not nearly as bad, but still involved the following screw ups:

  • The pilot went to the wrong gate. Seriously. We were originally supposed to be at Gate B28 and then they announced that it was changed to Gate A23, so everyone started to walk over to the new gate. But then the person on the PA system said, “Wait. The pilot appears to have gone to Gate B23 instead of A23, so we’ll just have your flight to Vancouver board there.”  The fact that the pilot can’t even go to the correct gate does not give me confidence in the competence of this airline.  Not that I had much confidence left in them at this point.
  • Yet another maintenance “issue.” We were delayed an hour at the gate because, apparently, the maintenance people didn’t fill out the paperwork correctly.  The pilot announced, in a very annoyed tone of voice, “Maintenance has to come on the plane to straighten out some paperwork.  The TSA is really picky about having paperwork filled out correctly.” Oh yeah, those darn safety people wanting you take the safety seriously, how dare they?  I also find it rather suspect that it took them an hour to “straighten out the paperwork.” An hour? Really? Again, this did not fill me with confidence.
  • They didn’t have anyone at the lost baggage desk at YVR. They had lost baggage there – plenty of it.  Just sitting out in the open where anyone could have walked away with it.  We waited for 20 minutes for someone to show up.  We called their support line and the person we got on the phone tried calling someone to figure out why no one was at the desk, and then claimed that they couldn’t make any outgoing calls when we suggested that they get the airport to page the missing lost baggage person (you may recall from earlier in this sentence, they had already made an outgoing call).
  • They left forms with people’s confidential information on it sitting right out on the desk for anyone to see. Seriously. I saw six forms with people’s names, home addresses, phone numbers, birth dates, flight information, signatures and the approximate value of the contents of their lost luggage1. Eventually, someone showed up at the American Airlines desk next to the US Airways one and, after repeatedly telling us “I don’t work for US Airways. I don’t know what the other airlines do,” looked behind the counter and found our luggage, which apparently had been put on an earlier flight to Vancouver than us.  The person from American Airlines refused to put the forms with people’s confidential information out of sight, despite the fact that I asked her to do so very nicely three times, again with the “I don’t know what the other airlines do” line. Like, seriously, would it have been that hard to take the forms and put them under the desk?  At that point, I gave up on the whole thing and we left the airport, finally home in our beloved Vancouver.

So, to recap, here is a list of all the ways that US Airways screwed up on one trip:

  • FOUR planes with “maintenance issues,” including two that were unfit to fly altogether
  • a total of ELEVEN hours of delay2 (not counting the two hours delay waiting to leave Vancouver, which was due to weather (i.e., the need to wait for the de-icer), which is not their fault; and also not counting an overnight stay in Phoenix, which was their fault3)
  • They lost our luggage
  • They don’t have a person at their lost luggage desk
  • When luggage does eventually arrive at its final destination, they leave it out in the open where anyone could steal it
  • They left several people’s confidential information out in the open, also available for stealing

Additional things that suck about US Airways:

  • They charge you if you have ANY checked bags.
  • They charge you for a can of pop or a bottle of water on the plane.
  • They don’t have any food at all on their plane. Not even the over-priced crappy sandwiches or bags of chips that other airlines carry.

In conclusion, I will never, ever fly US Airways again and you shouldn’t either.  I feel lucky to have arrived home alive after that trip, quite frankly.

1In fairness, this desk was also for a few other airlines and there were forms from people who flew on Air Transat & Continental sitting on the desk as well. So whoever had been at that desk for all those airlines totally sucks. And I bet it was a US Airways employee.
2One hour of them fixing our plane in Phoenix, waiting to go to Cabos; seven hours waiting for our plane in Cabos as they had to replace two non-functional planes in a row; about a two hour detour to Tucson because our flight was so late that we couldn’t clear Immigration in Phoenix; one hour of them “straightening up the paperwork” waiting to leave Phoenix to get to Vancouver; plus having to stay overnight in Phoenix
3Ironically, the only flight segment of our entire journey that didn’t have a delay was our originally scheduled Phoenix to Vancouver flight, which we missed because we were still in Cabos. It left Phoenix right on time.

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[…] To Be Trusted With Knives {January 15, 2009}   Remember when I said that US Airways sucks?   A plane just crashed into the Hudson River.  Guess which airline. Beth @ 1:17 pm [filed […]

adamfwoods says:

I have a similar situation flying from Seattle to Tucson round trip over Thanksgiving. It’s such a long story … but on the way home I brought back a cat with me. The flight to Phoenix was over an hour delayed and I missed my connection and had to stay overnight in Phoenix. Hotel vouchers didn’t help because I had my cat, so I had to impose on a friend. Flew to LAX and transfered to Alaska the next day. Then they lost my luggage. When my luggage did arrive there were not only missing items, but also items in it that were not mine! After filing a complaint, all they offered was a $100 credit and referred me to another department for my luggage issues. After calling several times and making several requests for the needed forms, and receiving nothing, I decided to contact Alaska. What a difference! Their customer service was helpful, sent me the forms right away, and are cutting me a check for $310! I sure hope they bill US Air for it because I am SURE it was their fault. NEVER FLY U.S. AIRWAYS! IT’S LIKE GETTING LESS THAN COACH LEVEL SERVICE!

Beth says:

My sympathies! I’m definitely never flying US Airways again, that’s for sure!

Hun, on the dawn of the new year, I was flying to Tampa from Denver to meet my (now ex) boyfriend for the first time (we were in a long-distance relationship) and I can tell you that when I boarded the plane at DIA, the captain ever so wonderfully told us that they fuelled the plane improperly so we had to wait nearly 2 hours before they could take off. They would not let us off the plane…

And they still had the audacity to charge us for cans of pop. You can read about my experience on my blog at but I will tell you now, there is no way in hell that I will fly US Airways ever again…

Sandy Briggs says:

Attended a meeting in Philadelphia, Feb 8-11. I was notified by the meeting planners that my flight home had been cancelled on the morning of the scheduled departure, (11Feb10). Honestly, it was not a big surprise, the snow had stopped but the roads were still a mess and we had heard that the airport was not going to re-open until sometime late on Thursday morning. The problem was that the travel agency had been told by USAir that they could not re-book us on other flights without us calling directly, so there was a delay. I would like to mention that other airlines allowed the meeting planners and travel agents to make those changes quickly, so people who were traveling on other carriers did not have as bad a problem. There were four of us on the same direct flight back to Kansas City, so we huddled up and started calling to get a back up plan. I was the first one to get through to an agent, who told us that the seats on all other flights were full from people who called sooner. They would not move us to code share flights we could see online because, “we are trying to take care of our own passengers.” The earliest option they offerred was two days later, with 2 connections and a 7 hr layover. I realize that airlines are faced with a tough problem when weather hits like it id in PHL, but I think they are obligated to be as accommodating as possible. We ended up driving back from PHL. There were 55 people attending the meeting, only those on US Airways were dumped in this manner. I have had reservations on cancelled flights before and when I called the airline I was told which next flight my reservation had rolled to, and I could accept it or make other arrangements. Since this is the 3rd time in just over a year that I have had a ghastly experience with US Airways, I am vowing to never use them again. As a road warrior for the last 15 years, I have been on any number of cancelled flights. I think US Airways is in a class by themselves when it comes to total disrespect for thier customers. Sorry for going off on a rant, but I think people should know when faced with a decision which airline to travel what the ramifications may be if there are problems.

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