An open letter to US Airways

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1-08-2009 @ 8:57PM

Dave said...

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.

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