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An open letter to US Airways
I just got back from spending a week visiting a friend in Puerto Rico. Considering I am tan, well-rested and had perfect weather, I guess it was a successful trip. But it was almost derailed from the very beginning when US Airways lost my luggage.
You see, I was forced to check my luggage because the overhead compartments were full. When I asked the US Airways representative why people in our seating "zone" had to check our bags and not others who boarded first, he simply said, "next time book a seat in the back of the plane." Now seems to be the right time to point out that I was seated in row 22 of a 30 row plan yet was in Zone 6 out of 7. Logic, thy name is not US Airways.
Well, the attendant quickly scribbled my flight info on the luggage ticket. And by quickly I mean sloppily. How sloppy? His SJU (San Juan, Puerto Rico) ended up looking like SJO (Juan Santamaría International, Costa Rica). Woops! Of course, no one knew where my bag was for days. Which meant that I spent New Year's Eve in clothes purchased in San Juan and several days in a pretty ornery mood. Ultimately, my bag was found and returned and I am happy to report that I encountered several wonderfully helpful US Airways staff members along the way.
What follows is an open letter to US Airways (rest assured it has also been emailed, faxed and mailed to their Customer Relations department). I made sure to praise those who helped me. It's only fair.
US Airways Customer Relations,
I am writing to express my great frustration and disappointment. On December 30, 2008, I departed LaGuardia airport en route to San Juan, Puerto Rico with a stop in Charlotte, NC (Flight 899 with a transfer to Flight 1568).
I attempted to board the plane at LaGuardia when my zone was called (Zone 6). At this time, I was told that the overhead compartments were full and that I would need to check my carry-on bag. When I asked the US Airways representative why people in our zone were essentially being penalized, he simply told me, "next time book a seat in the back of the plane." However, I was in row 22 of a 30 row plane. Yet, I was in Zone 6 out of 7. Why was a seat in the last third of the plane included in Zone 6? And such a dismissive and smug response from a member of your staff is disrespectful.
I reluctantly gave up my carry-on bag to the attendant. However, because of his sloppy handwriting, my bag was sent to Costa Rica (SJO) instead of San Juan (SJU). I did not learn this for several days. In that time, I was in Puerto Rico for New Year's with absolutely no clothing and no idea where my luggage was and if it would ever be recovered.
I made several calls to your toll-free number and found your customer service representatives to be uninformed and dismissive. My bag could not be tracked or accounted for.
Thankfully, I can say that your on-site luggage services staff in Charlotte and San Juan are professional, courteous and honest. David in Charlotte searched diligently for my bag and had the idea to check Costa Rica. He went so far as to call me back twice to assure me that he was still working on my case. Sheila in San Juan was fantastic. She called me repeatedly and even had the delivery service bring my bag to me before their scheduled deliveries. She later called me again to confirm that I had received the bag. I wish that your corporate office staff were as friendly and helpful as your airport staff.
It is absolutely unacceptable that A) my seat was in Zone 6 for boarding since it was in the back third of the plane, B) a member of your staff would give me such a dismissive explanation as to why I had to check my luggage, C) the haste and sloppiness of one of your employees would result in my luggage going to an entirely different country for several days, and D) your corporate staff is as ineffective as they are.
You should be ashamed of a situation like this. I certainly have no intention of utilizing your airline in the future. My disappointment is tempered only by the kindness of your airport staff, who showed that a little patience and humanity can go a long way.
Overall, however, your airline's service was an embarrassment.
Sincerely,
Michael Barish
Reader Comments (Page 1 of 1)
eerie quark doll Jan 8th 2009 10:54AM
A letter to management with not-so-hot grammar, from a Y-class consumer, and, finally, summarized with 'I'm not even thinking of giving you another chance' is likely to have zero result (regular advice on these types of letters is always keep the door open).
The ~rationale behind their zone boarding process (first hit from google for 'boarding zone "us airways"' - doesn't seem all that insane.
http://www.usairways.com/awa/content/traveltools/checkin/airportcheckin/boarding_process.aspx
Matthew O'Connor Jan 8th 2009 5:42PM
^ I totally agree.
Jody Gnant Jan 8th 2009 12:29PM
Michael,
It was very kind of you to acknowledge work well done by the employees that helped you, in addition to calling attention to your issues.
As a former customer service representative for US Airways, I can empathize with the frustration you might have felt dealing with the situation over the phone.
It is fortunate that you were able to deal with airport staff directly, and that ultimately you got your bag back.
It sounds like one bad apple spoiled the whole bunch for you. Maybe consider giving US Airways another chance.
:)
Rooster Jan 8th 2009 2:26PM
I fly USAir on a weekly basis - mostly due to the fact that they are the only airline that serves my hometown.
I was looking for a gate agent to help me prior to a flight yesterday in Charlotte, and actually found her hiding behind the podium - apparently wanting to avoid the customers until the last minute before boarding. Its not the first time I've seen that behavior from their agents.
USAirways seems to hire customer service employees from the bottom of the barrel in their hub cities. I guess you get what you pay for - but I do wonder if the airline is tripping over a dollar to pick up a nickel.
Dave Jan 8th 2009 8:57PM
I guess you shouldn't be expected to know this, but US Airways uses a very scientific "reverse pyramid" system developed by industrial engineers to board its aircraft as quickly as possible. That's why you boarded the way you did. See US Airways' website:
http://www.usairways.com/awa/content/traveltools/checkin/airportcheckin/boarding_process.aspx
While telephoning an airline is always hit or miss (some employees are obviously better than others), the fact is that there really wasn't anything anyone could do for you before your bag was located in the wrong city. To my knowledge, US Airways (like other airlines) does not track bags taken from the main cabin and stowed below.
So your real grievance is that a hurried flight attendant had bad handwriting and "SJU" was interpreted as "SJO." Other than the airline mandating penmanship classes, I'm not really sure how this error could have been avoided by management. I guess unfortunate stuff sometimes happens -- nobody is perfect, and that includes employees. I'm glad you ultimately got your bag back, and that reflects positively on the airline.
BrianM Jan 9th 2009 7:21PM
Really? The least frequent flyer on US Air who paid for the cheapest possible seat is upset that there was no overhead room for your luggage? Poor Baby, and they found it! plus they probably paid for a new outfit or 2? I was chairmans preferred for 3 years, then I did not travel much at all and went all they way back down to bitch finally leveling off at Silver. Status is a badge of abuse but not having any is a sign to abuse. Get over it and quit your whining, next time go and buy a nice outfit on them. Just cause you write on a blog does not make you above the rest of us sounds like they treated you well in the end.
Ted Jan 26th 2009 5:45PM
Now what if it were YOUR bag that got lost just before new year's, mr. shiny silver? Someone once said: one man's tragedy is another's comedy - so it just depends which of the two you end up being.
PS: I expect an airline to be equally concerned about everybody's needs (and luggage), no matter what their freq. flier status is
BrianM Jan 26th 2009 10:31PM
My bag has been lost before, multiple times, So what. It sucks, but it happens. Acting like it is news worthy when a simple mistake was made is what I objected to.
sandra Feb 19th 2009 11:26PM
I flew US air to Wahington DC for the inaugration. It was a horrible experience. My luggage was torn up when I arrived the staff was tired and angry. My return flight was worst. I waited in line for 5 hours. the line looked like a spiral there was no beginning people did not know where it started or ended (even at the counter). Some people did not get out of DC until the next day. The media was in the us air terminal talking to passengers. A lady took them that flights were going out half full(every one was in line). This event had been publized for months as the largest such event ever. US air was totally unprepared. Why? I waited to check in outside for 11/2 hours and inside for about 3 hours. I too was blessed enought to get a great person at the counter who worked diligently and was able to get me out on a 5:oopm flight I was to have left at 8:30am. I sent a letter to us air customer relations. I received a letter from them referring me to the websit re. guidelines for check in. My first thought was does any airlines require a 5 hour arrival before a flight. I was angry, however I did go to the website which stated when checking luggage arrive 45 mintues early. It is obvious she did not really read my letter or she just sent a form letter or they just dont care about our inconvience.
__Brian M - Did you loose your status because you lost your job? sorry. Some people pay out of pocket and regarless of what the price of their ticket is, they still should be treated properly. If it is about the price one pays for the ticket then they should go up on the fare. And provide good service.
___Mike- Good for you. This airline is the worst I have ever flown on. I am a frequent flyer with 3 other air lines. Never experienced anything like this.