A snotty US Airways rep told reader Lewis that he didn’t have a right to complain about his flight’s cancellation because he only paid $65 for it.

Never mind that Lewis only paid the price they charged him, or that Lewis is a “preferred” customer, clocking in over 25,000 miles per year on US Airways, often on full price first-class seats. At least he used to. After his disappointing experience, detailed inside, he plans on using Amtrak…

(Photo: dykstranet)

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Unfortunately, as I’ve mentioned in the Comments before, piss-poor airline customer service is pretty much “Dog Bites Man” these days – no great surprise when the legacy carriers sometimes treat their customers like crap. But what happened to me yesterday at the hand of US Airways was so egregious, I just have to share it with you.

While enjoying a quick weekend getaway, I received an automated phone call from USAirways letting me know that my 8:00pm flight back to NY from DC was cancelled, and that I should call to reschedule. This was at 3:00pm and we were in the middle of an event. As the weather in the northeast was spectacular yesterday, the cancellation was due to an “equipment” problem at US Airways. I immediately called the phone number provided, only to reach an uncooperative CSR who told me my only options were the 5 or 6pm. I explained that I was in the middle of an event and that I booked the 8pm for a reason – I asked to be re accommodated in first class (to which I was previously upgraded on account of my “preferred” status) on the 7pm flight, and was turned down for lack of availability. Frustratingly, their website had seats available for sale at that moment, so I pressed on and asked to speak to a supervisor. After holding for 15 minutes, I was connected back with a regular CSR and asked to repeat my story, to no avail.

I remembered that as a “Dividend Preferred” member I have access to the “elite” CS line. When I called and explained the situation, I was immediately met with what could only be described as contemptuous indifference by the “elite” CSR, but I did not know why. She seemed to take glee in telling me “well, the flight you want is sold out.” When I explained, politely and courteously, my frustration about the inconvenience the CSR told me “sir, you need to realize this is a $65 ticket – you couldn’t even drive it for that. I think you’re being unreasonable and you need to be more flexible.”

For the first time in nearly 30 years I was speechless. I paid $65 for the one-way ticket because that was what it cost! If the ticket had cost $100, I would have spent $100. Should I have perhaps made an additional donation to US Airways to satisfy this CSR? It should further be noted that I am one of US Airways’ “best customers,” flying over 25,000 miles per year with them, very often on full-fare first class fares at over $2000.

Incredulous, I repeated back to the CSR what she had just said to me and by the time I finished the sentence, she hung up on me! Apparently she realized she had made a huge mistake and didn’t want to stick around for me to ask for her name or operator number, which was obviously my next step.

I called back and reached someone with the first initial of H who apologized and re accommodated me on the 6. A major inconvenience causing us to leave our event and pack and leave for the airport immediately, as it was now 4pm. Unfortunately, without a name of that CSR, there was nothing he could do except apologize. He was very polite and seemed embarrassed at what had happened.

The non weather-related flight cancellation and subsequent inconvenience are par for the course; there’s almost no point in even discussing those aspects of this story. But to tell a “preferred” customer – or any customer – that essentially his ticket was too cheap to qualify for good customer service and that he is “being unreasonable” – is unconscionable. I’ve stuck with US Airways as a “preferred” customer throughout their last few awful years – an ill-executed merger, constant systems and operational issues, and lest we forget, filthy aircraft.

If I ever spoke to a client – our largest or smallest – as I was spoken to by the US Airways “elite” line – it would have meant the end of my career. From now on, when traveling in the Northeast, All Aboard Amtrak.

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