Newest Review: ... everyone know that they were there to sort out the problems. Eventually we, along with other people, were told that we would only have 40 m... more
Customer Services Ignored our Problems
Member Name: CraigBrown
Disadvantages: Too Many
We arrived in good time for the 17:00 flight with roughly 1.5 hours between flights in Philadelphia. We found out at the gate that our flight was initially 45 minutes which quickly rose to 2 hours, again there was no one on the desk with the only staff around being agency staff on another US Airways gate who did not want to know about our problem and would not contact anyone from US Airways, despite the crowed of people with the same problem building up to over 50.
At 16:10 two staff arrived and spent the next 15 minutes on the phone without letting everyone know that they were there to sort out the problems. Eventually we, along with other people, were told that we would only have 40 minutes to get from one terminal in Philadelphia to another Terminal to catch a flight to Heathrow, this due to further flight delays became only 25 minutes, then catch a further flight to Manchester. As my wife has asthma and as some of the other people had disabilities I asked a one member of staff due to the lack of time, could the carts that are used at Philadelphia for disabled people be waiting for us to transport us to the other terminal. After having to force the issue she said that this would be done and was reconfirmed when I challenged her again about this as we handed our boarding pass to her on departure.
When we arrive at Philadelphia there were no carts and the staff did not know what we were talking about as no one had contacted them, they said if they had they would have had the carts waiting. We then had to run to the next terminal with us catching the next flight with only 5 minutes to spare. The staff on the next flight had to deal with my wife's asthma attack which was brought on by the amount of running she had to do.
When we eventually got back to Manchester and found out that our cases had gone missing. Our cases eventually arrived back on Sunday 13th November one of which had water damage and items missing.
Soon after this I started to contact "Customer Services" and experienced a number of instances of incorrect form filling where they kept mixing up our problems also being totally ignored by Customer Services.
Eventually towards the end of February 2012, after managing to contact a more helpful person, our baggage claim was sorted, however we have still not received an explanation or a genuine apology from Customer Services, instead they tried to fob us off with a voucher for a discounted flight, and we will NOT fly with them again
Summary: Our Flights were cancelled and delayed, then we were re-routed, our bags were lost
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