[dorshka]

I was traveling with three others and our return flight from PNS to DCA was cancelled just a few hours before departure. USAirways could not rebook us from PNS to Washington until the next day and we could not stay another night. The agent on the phone agreed to try to rebook through nearby airportsa nd found a flight from Mobile, AL. This would require returning our rental car to Mobile instead of PNS and incurring a one-way rental charge. Thea gent said USAirways would provide a voucher for that extra cost. Based on this, we agreed to rebook via Mobile.

While driving to Mobile, we called USAirways to ask exactly how to get the voucher and were told to go to the ticket agent in the airport before returning our car. This agent on the phone confirmed what the other agent had said - that we could receive a voucher to cover the difference in our rental car cost due to the one way rental required to get home that day due to USAirways' cancellation of our original flight.

When we arrived in Mobile, however, the ticket agents said they had no such vouchers and USAirways would not pay for the car. We did not have a lot of time to argue because we needed to catch our flight. We incurred a $471.78 additional fee with National rental car. We followed up with USAirways after this via phone and their website and received replies stating they do not cover rental car costs.

We were explicitly told that - TWICE - by two separate agents on two separate calls that USAirways would cover the charge and agreed to be booked via a different city based on this information. All of us are frequent travelers, as are our spouses, and will do anything we can to avoid USAirways and American in the future because of this unacceptable breach of promise. I am looking for anyway I can to get USAirways to pay the $471.78 that they promised to pay.

Katherine Raphaelson

[A320FAN]

Originally Posted by dorshka

I was traveling with three others and our return flight from PNS to DCA was cancelled just a few hours before departure. USAirways could not rebook us from PNS to Washington until the next day and we could not stay another night. The agent on the phone agreed to try to rebook through nearby airportsa nd found a flight from Mobile, AL. This would require returning our rental car to Mobile instead of PNS and incurring a one-way rental charge. Thea gent said USAirways would provide a voucher for that extra cost. Based on this, we agreed to rebook via Mobile.

While driving to Mobile, we called USAirways to ask exactly how to get the voucher and were told to go to the ticket agent in the airport before returning our car. This agent on the phone confirmed what the other agent had said - that we could receive a voucher to cover the difference in our rental car cost due to the one way rental required to get home that day due to USAirways' cancellation of our original flight.

When we arrived in Mobile, however, the ticket agents said they had no such vouchers and USAirways would not pay for the car. We did not have a lot of time to argue because we needed to catch our flight. We incurred a $471.78 additional fee with National rental car. We followed up with USAirways after this via phone and their website and received replies stating they do not cover rental car costs.

We were explicitly told that - TWICE - by two separate agents on two separate calls that USAirways would cover the charge and agreed to be booked via a different city based on this information. All of us are frequent travelers, as are our spouses, and will do anything we can to avoid USAirways and American in the future because of this unacceptable breach of promise. I am looking for anyway I can to get USAirways to pay the $471.78 that they promised to pay.

Katherine Raphaelson

If the agents did not document what was said in the reservation, then US Airways/American have no way of honoring what was said. When I always have a interaction with regards to reimbursement/ other issues, I document the reservations, then follow up with e-mails to the upline city and my station sups on duty. If they did not do that then US Airways will not honor lip service.

[airwrong90]

You might want to take them to small claims court. They pulled some rotten stuff on me and after finding out and knowing the rules for carry on and personal items I was forced to check my lap top in when already on the plane I saw someone occupying my seat, I did not get a full refund as expected and to top it off I had to continue the rest of my trip by Amtrak which cost me another $125.00 and I plan to go to small claims court about the lying gate agent that started the problem with the lie that there is no overhead bins when in fact he lied and my carry-on bag had room all along. They created a very unnecessary inconvenience and I am almost 60 years old. I plan to take US Airways/American Airlines to court. They will try to deny any wrong doing. They are very good at taking your money and giving poor service at random. They don't live up to the standards of other companies. They do not deserve to run an airline company their customer service is poor at best, I was denied compensation without even ever talking to a live customer service representative and they don’t care about their passengers. They are the worst company I ever dealt with. They abuse their power and create false reports.

[stonecold_1981]

OP - tough luck on this. Airline reps routinely lie to get the customer off the phone. As A320Fan implied, you should always ask for an email (or someother form) as proof of the agreement made. In absence of that, you have to rely on the airline's word vs. yours.

....of course, this doesn't help you in the current situation.