US Airways

Never before have I encountered an airline with less interest in its customers. 1) Passengers were not informed of a 3 hour delay forcing us to wake at 5.00am for a 7.50am flight and then wait in the airport departure lounge until 10.15am. 2) It is now 1.11pm, we are still in the departure lounge and the flight has been delayed until 4.00pm with no guarantee of departure. 3) No attempt has been made to transfer passengers to other flights or airlines - worse, it was actively opposed. 4) No attempt has been made to compensate passengers for LA day hotel and other expenses incurred. 5) No attempt has been made to soften the inconvenience by providing access to the Lounge or other customer service.

Very frustrating experience with gate attendant mandating the checking of bags at the gate when overhead space still available. Caused the inability to take original delayed flight through DC and delaying arrival by hours. Delays happen just wish guest service from this airline could provide recovery.

I was due to travel from Philadelphia to Brussels (direct flight) at 6:20pm 17 August. The flight was delayed for 2 hours before they informed us that the aircraft needed to be changed. After the aircraft was changed and we actually took off, 20 minutes into the flight, there was a technical problem and we were informed that the plane had to return to Philadelphia. After we returned to the airport, we were told that there was another plane ready for us, and were left there for 3 hours waiting for a crew to arrive. In the end there was no crew and the flight was cancelled. It took another 3 hours to rebook everyone on different flights. It was disorganised chaos with no guidance whatsoever as to how to get vouchers and how to get to our hotels. It was 4am by the time we got to our hotel. I was rebooked on a flight to Brussels via Munich due to depart at 6:30pm on 18 August. After boarding was completed we were told that there was a technical problem - were left on the plane for 1.5 hours without any update. Eventually we were told to disembark and to board another plane. This was the 3rd plane with technical issues in a period of 24 hours. We eventually departed at 10pm. The staff on the flight were extremely rude and patronising. The inflight entertainment was a nightmare to use as the touch screen was pretty much not working. I would definitely not recommend this airline.

We flew from Hartford to Jacksonville via Charlotte and return. Every flight was on time. All US Airways staff were efficient and pleasant. Seats were comfortable and just enough distance apart. We will fly with them again.

The flight from Boston to Philadelphia (A319) was under an hour, so I didn't expect much service, but the legroom was terrible. The flight from Philly to Tel Aviv (A330) was awful, it felt almost like a school bus. The entertainment was okay, but the food was some of the worst I have eaten. We sat in row 22, right in front of the bathroom which kept me up all night. I got 1 hour of sleep on an 11 hour flight. 10 days later, we flew back to Philadelphia on the same aircraft. It was the exact same experience, (minus the bathroom as we were sitting a few rows up) plus incredibly rude flight attendants. We landed pretty early, so waited on the tarmac for quite a while. After some time, I started to feel the urge to go to the bathroom. After 15 minutes I got up to use the bathroom. At that time, a flight attendant turned around and shouted at me "sit down, you can't get up yet". We still didn't move for another 5 minutes. The flight from Philadelphia to Boston (CRJ-200) was pretty much a typical regional flight—cramped but short.

We booked a flight on US Airways from PHL-YYZ. Flight lasted 1.5 hours. Ground service and in-flight service was so-so. In-flight entertainment was pretty good because I looked out the window and saw the CN-Tower. The problem was that they served very cold water that was mostly ice. At least the seats were comfortable.

Flight from Augusta, GA to Omaha, NE with a 39 minute layover in Charlotte, NC. First flight out of Augusta was delayed 45 minutes for maintenance. Arrived 5 minutes late to the gate in Charlotte and missed the connection. Have been standing in the "customer service" line for 90 minutes, and just reached the halfway point. There are 7 available computers at customer service, but only 2 are ever being used at once. There have been a max of 4 Representatives, who seem to have coordinated it so that only two are ever available. I have already called customer service to try and expedite my time in this line, but they can only help with rescheduling the flight and not with the hotel. This has been the worst example of customer service I have ever experienced. Every interaction has left me with the feeling that this was somehow my fault, and I'm inconveniencing these workers by having to be dealt with.

Arriving at Orlando airport there was nothing less than disorganized chaos by the check in. Staff were extremely slow for simple bag check-ins as well as unfriendly and unprofessional. Flight was delayed 4 hours because the crew needed time off. Does US Airways only have one crew available? The flight finally got off the ground 4 hours and 45 minutes later than scheduled. Because I was just taking a day trip to Philadelphia to drop off someone who had a 10 hour layover it ended up being a waste of money for me. For my return flight from Philadelphia they announced that there would be a 10 minute delay because - you guessed it - they were short on personnel. The 10 minutes turned into over an hour before they could get a first officer and 2 flight attendants. The service on board on both flights was poor. The attendants were cold and impersonal. The gate personnel at Orlando were the absolute unfriendliest I have seen in over 45 years of flying. US Airways used to be a good airline that I enjoyed flying with, but since the fusion they are just a shadow of what they used to be and even worse than their partner American Airlines. I won't be using them anytime in the near future again.

I can't say enough good things about the customer service I received on 20 July from their staff. Kayak had screwed things up with my reservation, but US Airways helped me out and showed compassion and efficiency. This is not the first time I have spoken to them and they have given me such good service. I appreciate it so much and that is why I am writing this review. I haven't flown yet, but they have made it possible for me and took care of the mess that Kayak caused. I actually haven't traveled yet, but have to fill out the fields below - I am hoping I am correct giving four stars (as I rarely, if ever, give five).

Returning to LAX on family holiday trip from San Juan PR was a nightmare: Plane left late from SJU arrived at CLT (Charleston, NC) almost on time - but - plane sat on tarmac for 40 minutes, resulting in missed flight to LAX, last flight of the night. Rebooked for same flight - 24 hours later. No vouchers, no food coupons, no apologies. Delays were admittedly due to weather in CLT and air traffic control response, but given that trip was booked all legs through AA/US Airways, would have thought airline could hold last flight for connecting passengers known to be waiting on tarmac for gate to make connections. Many upset AA/US Airways passengers were in evidence at Charlotte "International" Airport. Additionally, rampant, repeated misinformation and; unhelpfulness from US Airways/American Airlines customer service and airport staff. Were told by airport staff at gate we could reclaim luggage at baggage claim - could not be more wrong, they would not "pull bags" so I, wife and 2 kids stuck in Charlotte for 24 hours. Moreover, had purchased $200 liquor in Duty Free in SJU, but, due to TSA regulations and because we left the secure area, have had to improvise and box bottles for check-through on rescheduled flight - another $25 fee too boot. Don't know if they'll let me check (am writing from a hotel near airport during my 24 hour "layover"). Even better - flight crew was at baggage claim and unable to find accommodation for the night - so AA/US Airways not only jerking around customers but crew as well (not surprisingly). You'd think they'd have contingency plan for these sort of events as a rested flight crew is allegedly critical to FAA safety requirements, but they were in the same pickle as we - completely and utterly out of luck! Was loyal AA booster and flier for years, even enjoyed "Sapphire" status at one point, but will never fly AA/US Airways again if there is a-n-y other option.