US AIRWAYS Passenger Reviews and Customer Trip Reports

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US AIRWAYS customer review :  31 January 2010 by B Elliot   (Australia)

LAS-LAX A319 Service. Upgraded to Domestic First at check-in as this was the same price as having to pay excess baggage costs. Check-in clerk was very helpful and service onboard was impeccable. Was surprised though that US Airways has no lounge at Las Vegas - considering this airport is one of their "focus" cities. A little disappointed that no meal service was provided onboard - just pre and post takeoff drinks and an offering of snacks - peanuts, crackers, biscuits etc. The seats and cabin are certainly showing its age although the hospitality of crew made up for this. Arrival and baggage claim at LAX hassle free.

US AIRWAYS customer review :  29 January 2010 by Colin Stott   (UK)

MAN-PHL-TPA. Check in outbound and return were easy as were the plane changes at PHL. Plane was reasonably new and attendants were friendly. Food and entertainment were as good as any we've had with Virgin and would fly US again.

US AIRWAYS customer review :  23 January 2010 by R Howes   (Australia)

We recently did two US Airways flights as part of a Star Alliance "round the world" ticket. Based on that experience, I'd suggest people avoid them at all costs. Despite being a "full fare" carrier rather than a low cost airline, they are now trying to charge extra for every little "extra", in our case even ignoring the printed terms and conditions on our ticket. At London Heathrow we were held to ransom and forced to pay excess baggage despite being well within the limits set by Star Alliance. We later got this money back (only after pursuing them via the Alliance) but the hassle, stress (and expense) were just not worth it. We paid extra to change our bookings (and dropped desired stops) just to avoid any more US Airways flights and their surly, unhelpful check in and cabin staff.

US AIRWAYS customer review :  19 January 2010 by Nitin Gupta   (USA)

I don't understand how airlines can call reward travel "rewarding" any more. In addition to paying 37500 miles for a roundtrip domestic travel from Phx_NYC, I was charged a total of $105 for booking within 14 days of travel. It doesn't end here. Unfortunately, I had to cancel my trip due to unavoidable reasons. US Airways charged me another $150 as the cancellation fee. In essence, I paid $255 to redeem my miles. Despite clocking over 20000 miles over the past month on US Airways, none of the customer service reps offered any help. They all slapped the rule book at me. I am appalled by the unethical and unreasonable fees that the airlines are charging the passengers and getting away with.

US AIRWAYS customer review :  17 January 2010 by S Humphreys   (UK)

Envoy and first class MAN to PHL then onto Tampa. The staff were very good so was the food. Journey back good but staff not as caring.

US AIRWAYS customer review :  12 January 2010 by T Bissell   (USA)

I detested US Airways before their merger with AmericaWest - and they've gone downhill since then. Can always count on a surly, couldn't-be-bothered-to-care airline rep at the ticket counter, who would rather be doing anything but making sure that folks can check in on time. Somehow they manage to have their check-in kiosk actually run slower than the surly airline reps - no small feat mind you. Tacking on a partner airlines frequent flier number to an US Airways flight? Apparently that always requires no small amounts of eye-rolling and disgruntled muttering. And once in the plane more of the same poor attitude.

US AIRWAYS customer review :  9 January 2010 by L Gormley   (USA)

I was trying to fly from PHL to Providence and ended up landing in Boston 14 hours later. My first flight was scheduled to depart at 1135am but was cancelled because of weather delays (which is understandable). I was rebooked on the 1:50pm flight which after about 6 or so gate changes was delayed yet again until around 3o'clock in the afternoon. We boarded the plane at 3:15pm and sat in the plane, at the gate, without moving, for 3 full hours. Apparently the beverage carts had been removed from the plane the night before and were never returned. The crew claimed they were not allowed to take off unless these carts were in place. The catering and maintenance crews were back and forth with different carts, all of which did not fit. I have never heard of such a thing especially for what would have been a forty minute flight. The staff was extremely unhelpful in rebooking us and told everyone to go wait in the 200 person long customer service line. I finally called US Airways directly and was put on a flight to Hartford. Which was then cancelled. Finally, a very nice agent got me on a flight to Boston. Once everyone boarded this flight, we sat in the gate for yet another hour before taking off. Every US Airways staff member (with the exception of the one amazing woman who got me on the flight to Boston) throughout the day was very unhelpful and acted like their customers were not important. The planes were dirty and canceling a flight because of something that is the airline's responsibilty is unacceptable.

US AIRWAYS customer review :  7 January 2010 by David Clark   (Barbados)

SFO-PHL-BGI in first class. Flights left on time, however, aircraft were old and worn. There was no priority security line access in PHL nor access to the Envoy club as the club only opened at 1330 and we had a morning flight. Seat did not recline much. No in flight entertainment system, poor food, no desert, no champagne, and drinks were served in plastic cups. Finally, when my wife requested a snack box from economy for our young son she was charged seven dollars!! On the whole a very substandard first class.

US AIRWAYS customer review :  7 January 2010 by Stephanie Harrington   (USA)

If you have a choice in airlines, this is not the carrier you should choose. Our recent experience included the cancelation of my daughter’s return flight home from vacation. The flight was cancelled at the last minute due to being one short on the crew. To add insult to injury, they made no "real" effort to rebook her (told her their were no other flights on any carriers), so my daughter was left to fend for herself unless she was ok with not getting back for another 2 days when they could put another US Airways flight together. The good news is she was able to find another carrier (thanks to her i-phone) to get her home a full day later, however, US Airways offered to cover only half the cost but gave her several numbers to contact, should she want to plead here case to a higher up in US Airways. The amusing part of this was that the number they provided (1-480-693-2341) was disconnected - fitting for an airline that I believe is disconnected and deserves their bottom-quartile rating. My recommendation: avoid this airline.

US AIRWAYS customer review :  7 January 2010 by R Cintron   (USA)

The best thing about US Airways are the staff we encountered during our tortuous travel experience. In spite of horrible circumstances, they were courteous, friendly and maintained their sense of humor (something we struggled to do). After arriving at the Tampa airport at 4 AM with our two young children (3 yrs and 7 months), we were informed that our 5:20 AM flight was cancelled. We were re-booked on another flight that afternoon, but it arrived late and even though we barely made it to the gate for our connection, we were almost bumped for a "weight restriction." It was only because another passenger volunteered to get off that we were able to board. We finally made it home and our luggage followed 22 hours later. Staff have been relegated by their corporate office to be only apologists for the poor service, with no real decision making ability. US Airways would be better represented by decentralizing decision making more to improve customer service. I ranked this 5 out of 10, because I have had far worse experiences, and the staff were so kind.

US AIRWAYS customer review :  3 January 2010 by M Sheridan   (USA)

I booked a flight from Maui (OGG) to Boston (BOS) and a return flight from Phoenix (PHX) to Maui for the holidays. Luckily I chose to take Southwest from Boston to Phoenix (great service/experience). I checked in 24 hours in advance online and thought I was lucky to confirm an emergency row seat. Little did I know that they had installed 2 extra seats in front of mine that weren't on the seat map. There was no in-flight entertainment, despite the fact that both their website and US Airways magazine in my seat indicated there would be a movie from Maui to the mainland. When a fellow traveler asked one of the rude flight attendants, she just scoffed that they had ripped out all there screens and walked away. At least we made it on time to our destination. Coming home, when I went to check in, the only way my wife and I could sit together was to upgrade $25/person to their preferred seats. Being that we had a 6.5 hour flight, I opted to upgrade to first class. What a waste! We did enjoy cruising through the hour long security line because of our first class tickets, but that's where the benefits ended. We entered the club lounge only to be told that first class passengers were not allowed unless we wanted to pay an additional $40/person. Upon boarding we were greeted by our attendant who informed us that she had not been stocked yet, so if we had time she'd get us a drink. Finally we were served our drinks only to have them taken about 30 seconds later because we were pushing back from the gate. As the flight went along our attendant chose not check on any of the passengers, to the point that we had to get up and ask her for drinks or snacks. Then I witnessed her watering down the drinks that we had requested. So what's the point of upgrading if you aren't going to get any better service than in coach? Our previous experience with Hawaiian's first class service was quite different and much more enjoyable. I would never fly this airline again. On the mainland, I will only fly JetBlue or Southwest. To/From Maui it seems that Hawaiian may be the only way to go. Good luck and safe travels.

US AIRWAYS customer review :  1 January 2010 by J Donaldson   (Canada)

LAX-CLT-BUF. After arriving from Australia and clearing Customs and Immigration, the terminal transfer gave a rude awakening. Several check-in counters were staffed with people not doing anything (seemingly not interested in changing that status). After starting the check-in process with one agent, I was informed that I would have to pay $60 US for my two checked bags (Qantas had just flown them for free) - cash or credit card only. My Canadian bank debit card did not work so I had to gather my bags and locate an ATM to obtain sufficient cash to check my luggage. I returned to the check-in area only to find that the one counter still open was now staffed by two employees (still not interested in customer service). I proceeded to clear security only to find that Terminal 1 was a small and dirty terminal with limited food options. The arriving aircraft was delayed "due to weather on the east coast;" so I left LAX over an hour late. We were informed after departure that we would make up the time en- route and arrive as scheduled. We arrived at Charlotte an hour late - after my connecting flight had only just departed. The agent in the terminal who supposedly had our re-scheduled boarding cards did not have a boarding card for me for the next available connecting flight (most other passengers appeared to have theirs waiting for them). I finally found a customer service desk and was subsequently re-booked on the last flight out that night. My luggage actually arrived with me. The inflight service was limited to coffee, tea, soft drinks and water (high prices for anything else which was not overly appealing). There was no in-flight audiovisual entertainment on either flight (domestic entertainment was apparently canned a couple of years ago). The aircraft were not overly clean but at least the washrooms worked when I used them. I will avoid this carrier as much as possible in the future. My Air Canada Aeroplan frequent flier points were credited almost two weeks after my flights.

US AIRWAYS customer review :  30 December 2009 by M Royston   (USA)

Our recent flight from Burlington VT through Philadelphia was awful. The staff (with only one exception) was apathetic at best. While flight delays at Christmas time can always be expected, the response to cancellations and delays by the US Airways staff was the worst I have ever witnessed. Not one staff member at the Philadelphia airport cared about it's passengers. When more than half our luggage was lost, US Airways did not make any attempt to return it to us, indeed they admitted that they did not have any idea where it was. When we finally tracked it down after repeated returns to the airport it was soaked through. We will not be traveling with US Airways again.