[GreenQueen]

Worst flying experience - Booked flights March 3, 2014.
June 25, 2014, arrived @ RDU at 4:45p for a 6:55p to DCA then a 10p.m. to HPN (White Plains). While waiting for the 6:55 fight two female agents came to gate (D12) counter & were just looking @ the computer screens, not updating passengers at the gate of the circumstances. Finally another, agent came & started asking who had direct flights to LGA & started assisting those folk & booking them on later flights (that evening), this was after 8p, so I went to the counter and inquired about my flights and was informed they were cancelled due to weather and was shoved two boarding passes for the following morning @ 5:20a.m and 7:05a.m. After awhile 2 additional agents came to assist waiting passengers (I went to ask one of the newer agents’ what were my options instead of waiting for the next morning flight. She said I could fly to DCA and wait @ DCA all night or get a hotel, asked about rates or discounts and was told to go to the baggage area & they could assist me. When the other previous agents saw me talking with the newer agent they told her that I had my boarding passes for in the morning (like I was doing something wrong) and basically do not assist me.

Needless to say I spent the night in RDU airport, no place to relax/sleep. I finally located an area with several recliners and went to sleep (as much as I could with workers being there all night). June 26th, at 3a.m an airport security person told me, as well as others who where trapped at the airport we had to leave that resting area and go upstairs and recheck-in through TSA (are you kidding me?). Followed instructions and finally boarded the 5:20a.m. flight @ 6:15a.m (late). Wasted over 12 hours for a less then an hour flight to DCA. Arrived at DCA only to find that the HPN flight (7:05a.m.) was canceled again (due to weather as I was told but late discovered that was not true, USAirways did not have a full flight for the 7:05a.m.). Went to counter, was booked on the 5:00pm flight to HPN. I was totally stressed out by this time. At 11:30a.m. I returned to the counter to see if there was an earlier flight I could take (to HPN). The agent told me there was a 1:30p flight to HPN and after he further checked, I was told it was over booked, so I asked him about another airport. He pulled up LGA flight leaving @ 1:12p (which actually left @ 1:30p.m.). While waiting to board, I reviewed the boarding pass only to find the agent had put the wrong name on the boarding pass and the flight number was different from the marquee at the gate. I ran back to the counter & had them verify the boarding pass. An agent walked with me to the gate to see if I was actually listed for the fight. Asked twice for the CEO contact information and was told I couldn’t contact him and send complaints to customer relations (twice, 2 different staff). Wasted over 5 hours for a flight less than an hour. Finally arrived @ LGA.

June 29: Departed from HPN (on time). Arrived at DCA @ 4:37p for my connecting flight to RDU @ 5:10p.m. Looking for Gate 25 in which I had to catch the shuttle to that gate. The line was extremely long with other travelers being rerouted. I went to the counter to ask what I should do due to my flight he told me to ask some ladies in the front of the line if I could get in front of them b/c my flight was about to board. He walked over & asked for me then opened the security gate, to the shuttle, down flights of stairs and everyone in the waiting line got on the shuttle. Rushed to the gate in which passengers were boarding, asked the agent if I had time to run to the rest room across the hall, she said you can use the bathroom on the plane, because this is going to be a quick turnaround (whatever that meant). Boarded the plane, waited for the pilot to turn the seatbelt light off, which he never did. Asked the attendant regarding the restroom, she said if you get up, you are at your own risk, because the seatbelt light is still on.

Complaint: Poor counter agent service and support; lied about flight cancellation, lack of concern for customers, not able to offer options to help with cancellations or delays and the staff attitudes were horrible. It would have been nice to have the Airline offer free hotel accommodations or tickets (not that I would use them at this point) for the inconvenience me and other passengers experienced due to US Airways/AA Airlines poor, poor service and lack of accountablilty.