Customer Service

Have you had any problems with US Airways' Customer Service? Have US Airways employees treated you poorly?

Reply
US Airways refuses to reimburse for bag fee caused by their rebooking

 
Thread Tools Display Modes
  #1  
Old Dec 29, 2011, 5:57 PM
[email protected] drrth@comcast.net is offline
 
Join Date: Dec 2011
Posts: 1

My wife and I were to fly first class with US Airways on 11/9/2011 from Harrisburg (MDT) to St. Thomas (STT) through Charlotte (CLT). Flight numbers were #1615 & #1079. Within 2 to 3 hours of scheduled take-off, I was called by US Airways and told I had to rebook the entire flight due to a delay. They rebooked us on US Air Express #4524 from MDT to Philadelphia, then from Philadelphia to San Juan on US Air. We had to spend the night in San Juan, then take American Eagle flight #4840 from San Juan to STT on 11/10/11. When we went to check-in with American, I was told I had to pay a $100 overweight bag fee since my bag weighed 57lbs. When I complained that were were first class with US Air and did not have to obey the 50lb weight limit, they said that that did not apply since I was now on American. The American agent called US Air and the US Air agent told me to go ahead and pay American the $100 fee, then get reimbursed from US Air because they rebooked us with American through no fault of ours and we were first class passengers. Now, US Airways is refusing to reimburse me. Here is the email conversation with the passenger refunds department at US Airways: (I removed my last name & email address from the conversation)

Dear Robert,

Thank you for your reply.

US Airways is not able to offer you a refund for a fee that was paid to
American Airlines. After careful review of your file, it has been
determined that there is no refund due and no further evaluation is
necessary. We apologize as we realize this is not the response you had
hoped for, but future requests for compensation will not be considered
and the file has been closed.

If you should need anything further, please do not hesitate to contact
us. Thank you.

Roger Bonaparte
US Airways
Passenger Refunds
6464278



Original Message Follows: ------------------------
Hello Roger,
I still don't feel you are understanding what happened. I was
originally booked first class with US Airways from Harrisburg, PA to St.
Thomas USVI 4 months prior to our trip. Because US Airways at the last
minute (hours before our flight was to take off) rescheduled the entire
trip, they could only get us on US Airways to San Juan but they booked
us on an American Airlines flight from San Juan to St. Thomas. I did
not book this flight--US Airways did because it was the only way the
agent could get us to St. Thomas. Before we were rebooked, we were
prepared to fly first class with US Airways the entire trip and knew
that we did not have to obey the 50lb weight limit. However, when we
checked in with American Airlines in San Juan and my bag weighed 57lbs,
they said that because we were not first class with them, we had to pay
the $100 overweight bag fee. The American agent had me talk to a US
Airways agent on the phone and they told me to go ahead and pay the fee,
then request a refund from US Airways. Now I am trying to do exactly
what I was told to do by US Airways, and you keep telling me I need to
call American. This is not American Airlines fault. US Airways forced
us to change the entire trip through no fault of ours. All I want is to
have the $100 refunded to me by US Airways. My wife and I are regular
first class passengers and you are going to lose our business and create
some bad publicity if you keep giving me the "run around" with the
refund that I was promised.

Dr. Robert ________

From: "US Airways Refunds" <[email protected]>
To:
Sent: Friday, December 23, 2011 11:45:57 AM
Subject: Refund Request

Dear Robert,

Thank you for your reply.

Our records do not reflect an overweight baggage charge. In your
previous email you stated that you paid American Airlines the fee. If
the fee was collected by them it must also be refunded by them.

Thank you.

Roger Bonaparte
US Airways
Passenger Refunds
6464278



Original Message Follows: ------------------------
Why would I contact American Airlines since the flight was booked by US
Airways?? I was told BY US Airways that they would be the ones
refunding the $100 fee charged by American since I was a paid FIRST
CLASS passenger with US Airways.



From: "US Airways Refunds" <[email protected]>
To: ___________
Sent: Thursday, December 22, 2011 2:54:40 PM
Subject: Refund Request (KMM16200716I41L0KM)

Dear Mr. ________,

Thank you for contacting the Passenger Refunds Department.

Please contact American Airlines at 1-800-433-7300.

Thank you.

Roger Bonaparte
US Airways
Passenger Refunds
6464278

Original Message Follows:
------------------------


First Name: Robert
Last Name: ________
Email Address:
Phone:
Dividend Miles Number:
Departure City: Harrisburg, PA (MDT)
Arrival City: St. Thomas, US Virgin Islands (STT)
Departure Date: Nov 9, 2011
Approximate Departure Time: 2:30PM
Flight Number: 4524
Confirmation Number: BPF2Z8
Ticket Number: 0377991473047

Message
We we were rerouted by US Airways through San Juan, Puerto Rico, we had
to fly American Airlines (booking #LTJHCZ) from San Juan to St. Thomas,
USVI. Because we were first class passengers with US Airways, we were
allowed to have checked in bags over 50lbs in weight. American charged
me $100 for having an overweight bag and I was promised by US Airways
that I would be reimbursed the $100 I had to pay American for the extra
weight fee.

Message generated on at 12/05/2011 11:54:14.
Reply With Quote Share with Facebook




Replies:

  #2  
Old Dec 29, 2011, 10:51 PM
jimworcs jimworcs is offline
 
Join Date: Jan 2008
Location: Shropshire, England
Posts: 3,197

If ever there was case for small claims this is it. US Airways is in breach of contract. You had a contract to take you to St. Thomas for a fixed price, which included luggage. US Airways were unable to perform to the contract and had to contract out part of the delivery of the service to American Airlines. You will definitely WIN!! I hope you will take them to court if only to put them to the trouble and forcing them to admit their liability.
Reply With Quote Share with Facebook
  #3  
Old Dec 30, 2011, 8:24 AM
dc2las dc2las is offline
 
Join Date: Mar 2009
Posts: 11

Originally Posted by jimworcs View Post
If ever there was case for small claims this is it. US Airways is in breach of contract. You had a contract to take you to St. Thomas for a fixed price, which included luggage. US Airways were unable to perform to the contract and had to contract out part of the delivery of the service to American Airlines. You will definitely WIN!! I hope you will take them to court if only to put them to the trouble and forcing them to admit their liability.
Not even close....

First Class passengers on US are exempt from the 1st and 2nd checked bag fees. They are not exempt from the overweight bag fees and this bag was clearly overweight on US and AA (both airlines define their maximum at 50 lbs).

So, while US may have chosen to waive the fee as a one off to an F passenger, AA was under no obligation to do so.
Reply With Quote Share with Facebook

Reply

Tags
bag fee, overweight, refuses, reimbursement, us airways


Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)
 
Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump

Similar Threads
Complaint Complaint Author Forum Replies Last Post
Check-in / Boarding AirTran Airways: Overbooked, Rude, and refuses to compensate. KimberK Check-in / Boarding 5 Mar 17, 2010 1:17 PM
Baggage Problems Refusal to reimburse costs for lost baggage-AA Flt.24 mlb American Airlines Complaints 1 Jul 15, 2008 4:27 PM
$200 rebooking fee, cancelled flights, damaged luggage Tony2007 AAdvantage Complaints 0 Feb 12, 2007 12:32 AM


All times are GMT. The time now is 7:51 PM.


Powered by vBulletin® Version 3.8.7
Copyright ©2000 - 2019, vBulletin Solutions, Inc.

counter free hit unique web
unique visitors