US Airways Customer Reviews and US Airways Passenger Trip Reports

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CLT-PHL-VCE in first/business class. Flight to PHL had both an equipment change and delay due to ATC. Scheduled to have a 2.5 hour layover in PHL which turned in to a 45 minute layover but made it in time. Envoy on 767 from PHL to VCE. This flight left/arrived on time. Not fully lay-flat seats but adequate and much better than 8 hours in coach. Meals and service average at best. Return ATH-PHL-CLT. Both flights left/arrived on time. Baggage handlers in PHL removed all the bags from the belt so if you were standing on the other side of the belt, you were waiting forever for bags that had already arrived! Inflight service ATH- PHL was excellent! The food out of ATH was also above average. IFE worked great and watched two movies. Overall a good flight experience.

Flew St Louis to Philadelphia no problems. Return flight was supposed to leave at 19.15 on a Sunday night but was delayed by 3.5 hours without any announcement. Then it was cancelled again with no announcement. I was forced to spend a night in the airport and fly to Charlotte early next morning, then fly to St Louis eventually getting in at 15.30. What a complete waste of a day. I got no compensation, as the flight was affected by the weather! It was the only flight in or out of Philadelphia affected that night.

My daughter was flying by herself to Virginia and they had the cheapest flight, although there was a connection. Very hesitant in case her plane was late. Not the case at all. Both flights left on time and both landed on time. My daughter said everyone was nice. I wouldn't hesitate to use them again if they had the cheapest flight. I usually only book non-stop, but it worked out just fine!

Lisbon-Miami (via Philadelphia). First leg was an appalling experience, old plane, too small for transatlantic flight, seats uncomfortable, inflight entertainment in 80's style-overhead monitors between aisles and they have the audacity to charge $5 for headphones. Beer plus wine available at extra $7. Service was ok, more mature but nice enough staff. Bathrooms sparse. AC was so cold that even with the provided blanket and 2 coats, I had a hard time keeping warm. Most passengers complained of the extreme cold but the temperature didn't change throughout the flight. Flight was 45 min late due to headway winds which made the transit to second flight a nerve wracking experience. Philadelphia-Miami leg - food service cancelled due to "turbulence". Chose US Airways due to the slight price difference in comparison to Lufthansa or TAP but dearly regret doing so. Return trip was similar experience.

Not only was my flight delayed 3 hours but there is no movie and not even one complimentary snack during the 5.5 hr flight from Philadelphia to San Diego. All employees are rude and are unwilling to offer information about the delayed flight. Never again will they get my money.

Flew NYC to Detroit through Washington DC. The flight in NY was delayed. In DC, 2 flights to Detroit were cancelled, and the one I was on delayed. We boarded once, then returned, boarded a second time, and were waiting on the runway, because there was too much fuel and the plane was too heavy. By then, a storm front had moved in, and we lost our window to fly out. They claimed that the cancellation was due to weather and refused to give any kind of compensation, no meals, or hotel room. Interestingly, Delta had a flight that went from the same airport in DC to Detroit, at exactly the same time that our flight was supposed to take off. I would advise you to avoid US Airways as far as possible.

Travelled from Manchester to Miami. Found the first leg from MAN to Philadelphia excellent, modern A330, very clean with well designed seats with more leg room than expected and friendly staff. Food onboard was poor but I find most airlines serve the same. Onboard entertainment was excellent. The return leg was the same.

I took business class flight from Philadelphia to Dublin – very bad experience on special meal request. In past also US Airways messed up on special meal request and thought maybe it is one time mistake. So, this time I called them well in advance to ensure at least I get a meal on the flight. Air hostess told me with a fake smile sorry I do not have any special meal request on the record. They did provide regular junk food with few dinner rolls and chips. Very disappointing.

Flew Envoy from MUC to PHL return on 2 different occasions. Twice we had significant delays (2 hrs +) due to computer problems on the plane. The seats were ok and good for sleeping, as the new Envoy suite (now installed on all long haul Airbuses) is a true flat bed. IFE is a laugh though, as the screen on my iPad almost seems larger, choice of films etc was ok. Food was ok, but boringly the same on all flights; wine selection and other drinks are ok. Flight attendants were a great improvement from other experiences I had with US Air staff in the past. Over all, I can now recommend US Air. Ground staff in Philadelphia is partially a horror. The let you walk with a broken mid-foot from Terminal F to Terminal A, as - even though foot was broken only a day before - there is a 72 hr reservation time for one of the carts. That's a (bad) joke, especially if there is only 35 mins to get from one end of the airport to the other.

Flew LA-Philadelphia, first class. Cabin is shockingly tight, resembles a short-leg first class cabin. Room is so scarce that I can't get out of my seat if the passenger in front of me is reclining. Trying to work on my laptop is difficult because I can't fully extend my arms to type - laptop is literally pressed against the seat back of the passenger in front of me! Tray table is stained brown, centre console is dirty. Flight attendant seemed surprised when I mentioned it and said there was nothing she could do but report it. No video screens or in-flight entertainment. Thank goodness there is wifi. This is the worst first class cabin I have ever experienced.

We had a ticket from New York to Jacksonville, FL with a hop at Charlotte, NC. The flight from NY started 3 hours late. The initial reason was because preceding flights arrived late. While getting the boarding passes, US Airways representative had assured us that we wouldn't miss the connecting flight. We were travelling with small children. When we reached Charlotte, NC, the connecting flight had left an hour ago. The business decision was to let the flight go because there was fairly an empty flight in the morning too to Jacksonville, FL. However US Airways declined to give us any hotel accommodation for their own fault. The staff was also quite manipulative so that none of the stranded passengers could voice their opinion. Since the next flight was early morning, we ended up spending night at the airport - a very poor experience.

ORD-PHX-ORD on Airbus A321. My first time on an A321 and was pleasantly surprised by the size and comfort of the aircraft. Hassle free check-in at both O'Hare and Sky Harbor. Extremely friendly and courteous FA's welcomed you with a smile making a refreshing change from UA and DL. Smooth flights with standard service. Outgoing flight got delayed by President Obama departing the NATO summit but still made it into PHX before time. No complaints.

Philadelphia to Manchester on 734. Delayed boarding due to cleaning, boarded 2 hours late and then pushed out onto taxiway to sit on the plane for over an hour due to a problem with the front wheel. Returned to the gate a further long delay to be told that they were bringing another plane round but we had seen the crew leave. Finally told the flight was now cancelled. Given 2 slips of paper with numbers to ring for rebooking and to find our own hotel, no vouchers. Told they could not get us on a flight for 2 days. There were over 300 passengers on this flight who were completely lost as what to do. The airport was closed so we had no way of finding food or drink.

Manchester to West Palm via Philadelphia. Both flights arrived at their destination early. West Palm to Manchester via Philadelphia on the return was also great. Slight delay coming home due to computer failure but this can't be helped and captain kept us informed at all times. Don't normally eat plane food but had the pasta on both journeys and actually enjoyed it! Would definitely fly US airways again.

PHL-MCO. Flight came in to gate early but then suffered a technical fault which delayed our boarding and departure for 50 minutes. Gate staff kept us all informed. A full flight, they were asking for volunteer off- loads. Once onboard and having selected 30C on this Airbus 321, I settled in for this 2.5 hr flight. No IFE but WiFi available at an extra charge. Crew passed down the cabin once with a bar service. Like all US domestic carriers now, no frills, no extras, no nothing. I was poured a plastic glass of Coke and that was it. Fairly average experience all round.

Flew Dublin-Charlotte, Charlotte-Orlando return. Staff terrible. One hostess in particular was particularly bad. We had two small children with us and she snapped and jabbed at us on a number of occasions. Unfortunately she was also on the flight on the return leg. I will definitely be avoiding this airline and would encourage others travelling with children to consider an alternative. Customer service is terrible including domestic. Retraining for all staff please.

Flew Honolulu-Phoenix-Las Vegas return. It seems like all staff are angry and they are just trying to get it over with. No-one was very friendly. Whatever happened to customer service? I'd like to feel like I am welcomed and the fact that I have spent considerable money on a ticket is recognized. Instead I am stuffed into an incredibly small space and barely acknowledged. No pillow, no blanket (you can buy one), pay for your bags both ways. The only perk with your ticket is a beverage. I feel ripped off.

For an economy flight the fare is too high. My airplane was stuck on the tarmac for 1.5 hours in Cincinnati for a flight to Charlotte, NC and missed my connecting flight to Albany, NY. I had to stay in the airport for 12 hours and could not get a connecting flight out until 11.45 am the next day. The customer service people were rude in Charlotte. The fare was very expensive for the trouble that was endured. I will not fly this airline again.

Truly the worst company I have ever flown with. They are charging $2 for headphones, however on plugging them in, all I could hear was noise. The crew were unable to resolve the problem! Furthermore, for a 9 hour flight you have just a few TV screens in the middle and the best you can get is a few sitcom episodes. The food - they ran out of chicken a few rows in front of me and the choice was "beef or beef". I had a return ticket and on the way back I had absolutely the same experience! Last but not least, the price was not better than their competitors.

Booked a trip to Cancun starting in Palm Springs, connecting in Phoenix and then to Cancun. While at the gate in Palm Springs there was a delay related to a computer issue. We missed our connection in Phoenix to Cancun. What they offered us was taking a red eye that night and airport hopping with a total of 36 hours before we reached our destination. They wouldn't give us any meal vouchers! We cancelled our trip altogether. 2 months later we flew again from Palm Springs to Denver. With boarding pass and seat assignments in hand we were not let onboard as they were overbooked and apparently someone else was already in our seats. Finally they booked us on a flight with American to Chicago and then to Denver arriving 6 hours later than originally scheduled. The flight home from Denver to Palm Springs was delayed and we would have again missed our connection in Phoenix to Palm Springs. They booked us on United direct to Palm Springs and we sat in the airport for 7 hours waiting for the United flight. Never will we fly US Airways again.

Flights out of Wilkes Barre-Scranton airport are totally unreliable. One flight to Newark will go but the next one will be delayed for over an hour and there is no reason given. The original flight was coming from Newark and landed at 2.00. It was to fly back to Newark at 3.14 pm but suddenly was delayed an hour. It caused me to not meet my connecting flight in Newark. This airline in this airport is notorious for doing this.

Manchester to Baltimore via Philadelphia and return the following week. The transatlantic flights were very good. Clean, comfortable planes, attentive, polite flight attendants. Even the food was quite good and both flights arrived early. Philly to Baltimore was on an old Dash which was late taking off, although the time was easily made up on such a short flight. On the return flight to Philly we had to check a bag due to a lack of storage space on the Airbus 319. Was a bit worried about using this airline after reading the reviews but would be happy to use them again.

I fly frequently in business and have found US Airways customer service is poor. Flights are frequently late, often forced to check carry-on luggage because either a carry-on does not fit in their small overhead compartments or the plane has run out of overhead space by the time I have boarded. I try to avoid US Airways with its nuisance fees like baggage check-in and flight change fees. There should be a law that requires US Airways to compensate or reimburse it's customers for it's poor customer service.

Unfortunately I live in PHL and have to deal with the airport and US Airways on a weekly basis. I paid $500+ for the roundtrip coach trip to Boston and was upgraded based on dividend status. PHL-BOS on A319: Incoming plane arrived late and gate agents had no communication with pax. Flight was oversold and pax did not respond to the $200 voucher; thus there was a denied boarding. In first class, flight attendants were too busy talking to each other to greet anyone, take coats, provide drinks, etc. I hung my own coat in the rear while a flight attendant watched me. After takeoff, flight attendant finally served drinks then ignored us for the remainder of the flight. Plane had cola stains on the ceiling and dirty walls/interior windows. BOS-PHL: Gate Agents much nicer than in PHL. Flight boarded on time with most of the flight boarding in zone 1 - barely got my luggage stowed due to space issues. Seats were okay and Flight attendants were mediocre.

LGW-CLT. Check-in and security a breeze considering it was very busy. Overall a very good journey, outbound flight from Gatwick delayed 50 minutes, we waited for 30+ passengers caught up in a traffic jam after an accident on the motorway, we were assured that we would make up time and no one would miss their connections, arrived CLT only 10 minutes late. Service onboard was very good, cabin crew very friendly and meals were ok. I'm 6ft and found legroom in economy was much better than I expected after reading some reviews. Return journey was overnight, didn't sleep at all, was to busy watching movies/TV, cabin crew passed through the cabin a few times offering orange juice and water to those not sleeping. Would not have a problem flying with them again.

Having booked a flight from Cancun to Vancouver Canada with a change in Phoenix. The first leg was 4 hours, no movie, no meals (they "ran out" on the way down) no music, no service! Then to top it off I was given a seat that wouldn't recline and ended up with a strangers head in my lap as his seat did recline. Thinking that at least I would change planes in Phoenix, I have just been informed that the exit row seat - a premium seat - also doesn't recline.

Although booked in First Class, there is was no such thing and we travelled in Business. On two back to back flights on US Airways - both at 3 hours in duration (for a total of nearly 6 hours), we were not provided with any meals. Except if you consider chips and cookies a meal. When another business class passenger asked to purchase a meal, he was advised that only those passengers flying in economy could purchase a meal - he would have to settle for snacks. Our first and last flight on US Airways.

BOS-PHL/PHL-BOS same day. Morning flight on ERJ190, night flight A321. ERJ190 clean and well maintained. Flight attendants were quick with drinks. Smooth landing at PHL. A321 showed signs of wear, flight attendant gave me the wrong drink. Captain kept passengers well informed. Plane switched from A319 to A321, but I was unable to change seats, so was stuck in the middle even with several open aisles and windows. Tried switching online, but seems once you're checked in you cannot manage seating online.

My wife and I recently took a trip to the British Virgin islands, booked through US Airways. Scheduled to leave BWI, have a layover in CLT and continue to STT to be there at 15.20. Due to mechanical issues, the plane was delayed at BWI. We were assured that we were not going to miss our flight because there was no plane change in CLT. We finally got to CLT 4 hours late, to find out they got a different plane to go to STT and, we had to stay in Charlotte. They told us we could take the 12.00 flight the next day, and be in STT at 15.20. The next day we were delayed again in CLT (due to mechanical problems) and did not get to STT until about 19.30. Along the way, every US Air agent we talked to was rude and acted like we were bothering them. US Air cost us over $700 and took 35 hours out of our 5 day vacation.

SFO-PHX-LAX. Travelled that route as it was the cheapest available for a last minute purchase. First leg from SFO to Phoenix on A321 with good leg room. Leg room on A320 from Phoenix to LA was a different story. Flight attendants on both flights provided professional service with multiple drink rounds.

Had to fly home from San Juan. The plane at first had a technical problem which was fixed a few hours later. By this time missed our connecting flights from Philadelphia to London Heathrow. Queued 3 hrs to re- schedule our flights. Got onboard at 6pm (should have been 3.10pm), 11 people had been allocated the same seat number. Captain then said the crew where out of hours and the flight was now cancelled. Had to collect luggage, go back up to check-in and re schedule our flights yet again - another 3 hrs queuing. All we got was $100 compensation voucher for each member of my family if we spend over $500. They gave us $5 per person breakfast, lunch, dinner voucher, taxi vouchers (which taxi drivers where refusing to accept). By the time we got to hotel (midnight), restaurant was closed and they advised us that we could not use all 3 meal vouchers for breakfast.

They made it nearly impossible for us to fly with our 2 year old son. Two female flight attendants singled us out and expected our 2 year old son to sit in his seat, buckled up the entire flight. If our son so much as got up on his knees to look out the window, took off his seat belt, or was sitting in one of our laps, we were scolded by the flight crew, numerous times. Flight crew was rude, impatient and not considerate at all.

Roundtrip from Boston to Ft. Myers with 2 kids. On return trip we were too late to check-in (45 min prior to departure!) and every single flight for the next 2 days into Boston was over-sold by 5-6 tickets with many people on stand-by. We were going to rent a car and just drive, but they had already sent our luggage on to Boston. We were lucky and, after not making it onto a few flights, we finally were able to get seats on the last flight into Boston from Philadelphia. We made the last bus (1.10am) back to our car by the skin of our teeth. Another family that had checked in but not made it to the gate before their seats were taken was not so lucky.

US Airways personnel recently ordered my 15year old daughter who was sat in her assigned seat to deplane because the aircraft was overbooked. There is no question that they knew she was 15 because the same attendant who told her to get off the plane had a few minutes before asked her age. It appears that a businessman got her seat. No one at the gate explained to my daughter what had happened or how she would get home, and by the time my daughter called me she was frightened and hysterical. The airline headquarters was completely non-responsive. This ordeal was not just upsetting in itself but put my child in unnecessary danger.

TLV-PHL, row 33. US gives minimum service possible, inflight entertainment on a 12.5 hour flight did not work. No choice of meals. Staff abrupt and non-courteous. Seats did not recline more than 2 inches.

PHX-CLT-FLL and FLL-PHX. Upgraded to F outbound both flights. As an overnight flight, was pretty much as expected PHX-CLT. Limited announcements. CLT-FLL professional and attentive FA. FLL-PHX multiple drink runs. All flights full, and on time.

PHL-MHT-PHL on Embraer 175 both ways. Check-in at PHL, while long, was relatively efficient. When I got to my gate in Terminal B, there was a mass of people waiting. The flight before mine had been delayed, but the gate agent communicated nothing to anybody. My flight left an hour late. Onboard, FA's were friendly and attentive, the plane was in good shape. Seats weren't bad for a regional jet and leg room, while not plentiful, was adequate. Return flight was good, but getting our checked bags at PHL took almost an hour. An average experience.

PHL to MCO. The flight itself was good - we left early and arrived early in Orlando. It is the US Airways personnel at PHL that are the problem. The ticket agent was rude - I have Star Alliance Silver status but got zone five boarding. I asked a simple question: can this be changed? Her response? Nothing but a "deal-with- it" attitude. The gate agents were worse - talking to each other and some pilots, and ignoring a line of passengers at their desk. Once again airline service has become an oxymoron.

LGA to Charlotte. Horrific service overall. Staff spoke only English and refused to provide an interpreter in Spanish for our chaperone. When we boarded the plane, all of the onboard baggage compartments were full and was eventually forced to give up my backpack to another flight! A very disappointing first impression, and this will be the only time I ever flew with US Airways.

IND-CLT-STT return. Normal first class service, CLT-STT return were 757-200 envoy seating. First leg A319 and last leg ERJ-175 with minimal first class seat pitch. Meal in envoy was good, in fact better than most. Service was acceptable, but after a trip last year in coach anything would be better. Domestic carriers definitely need to step up their service in the air and customer service on the ground.

Recently returned from a trip from Arizona, travelling via Philadelphia from Manchester. Although, we would have preferred to go direct to Phoenix, we know this is not possible. However, US Airways gave excellent service. The flight was comfortable with good leg room for someone my height. Staff were polite and attentive and even the food was acceptable.

PHX-SEA. The 2 flight attendants working the first class cabin were on point and you could get them to smile. Not much of a choice for snacks, just a little snack tray that came around 3 times in a 2.5 hour period. Drinks were non stop. If you have to fly US Airways, do it in the first or business class cabin. Its a total 180 from the main cabin experience.

On our flight from DC to Orlando we were asked to leave our carry on bags by the door entering the plane. We were told we could pick up the bags as we departed the plane. After landing we were told to go to baggage claim! We had to leave the terminal, wait for our bags, go back through security and take the tram to our connecting flight. Because of this, we missed our flight. US Airways took no responsibility for the mishandling of our bags.

DFW-PHX-HNL return. DFW-PHX leg on A320 - a fairly unremarkable flight. The crew were not the friendliest. No IFE to speak of. PHX-HNL leg on 757-200, the cabin in economy class wasn't in the best condition - there was rubbish leftover from the previous flight in my seat. Meal options were mostly cold fruit and cheese trays, with provided drink service. IFE was good. HNL-PHX return was a redeye. IFE consisted of one movie. Drink service provided at two intervals, but the crew responded to any requests for drinks on demand. PHX- DFW was uneventful and unremarkable - the crew service was good. Overall, I'd be glad to fly this airline again and intend on doing so for my future trips to HNL.

PHX-PHL-MAN-PHL-PHX. The first leg was as good as any other US carrier, but the level of customer service was good. International economy was much worse than domestic, mainly due to a lack of leg room. The return to PHX was a brand new A321-200, roomy, friendly staff.

I flew from El Paso, Texas to San Diego on a Bombardier CRJ200. There was no air conditioning, the flight attendant said "the air will become colder when we get to a higher altitude". The cabin air was still warm by the time we arrived in San Diego. Neither the flight attendant or pilot apologized for this. I wouldn't recommend flying this company during the Spring and Summer unless you ensure you wear comfortable summer clothes.

 
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