Their "service" continues to disappoint see the following
Dear Ms harden
I do not feel that you do appreciate my patronage or that of my family all of who have- to this point- flown USAIR or that we will want to do business with your firm in trhe future.
I am again requesting that you reinstate my 74 year old mothers USAIR miles w/o sticking her with a 100 fee, or the demand for a first class flight or that she sign up for a credit card. Neither she nor I got any of the warnings about the account going into default and to be frank I do not see how it is legitimate that you "dump" her miles which were purchased with her tickets because it is inconvenient to you.
FURTHER we maintain that we mailed in proofs subsequent flights since 1994 that information apparently being lost and not credited at the USAIR end (along with our luggage on several trips) USAIR ignored our advice that in fact that my mother has flown and has mailed in the proofs after as she did not have her FF number when she flew.
I will be mailing a copy of this complaint to Mr. Parker. We request that my mothers account be simply reinstated at its previous balance. We thereafter will take the necessary steps to keep it active (we intend to cash in the miles ). We do not intend to let this drop and are very disappointed in USAIR's poor customer relations service in regard to our one time request.
Sincerely
Edward McKeown
CSO MCU Manager
Arrowpoint Capital
formerly Royal&SunAlliance
3600 Arco Corporate Drive
Charlotte, NC 28277
704.522.2803 (phone)
704.522.2888 (fax)
This e-mail message (including attachments) may be privileged, confidential and protected from disclosure. If you are not the intended recipient of this e-mail, any dissemination, distribution or copying is strictly prohibited. If you think that you have received this e-mail message in error, please immediately e-mail me, permanently delete this e-mail (including attachments) from your computer system, and destroy all hard copies. Thank you
----- Forwarded by ED MCKEOWN/CSO/ROYAL-SSD on 09/05/2007 08:50 AM -----
EdwardFMcKeown@aol.com
09/04/2007 07:21 PM
To
ed.mckeown@arrowpointcap.com
cc
Subject
Fwd: Dividend Miles - Redeposit / Reinstate Miles
Get a sneak peek of the all-new AOL.com.
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----- Message from Dividend Miles Service Center <dmsc@usairways.com> on Tue, 4 Sep 2007 11:25:27 -0700 (GMT-07:00) -----
To: <edwardfmckeown@aol.com>
Subject: Re: Dividend Miles - Redeposit / Reinstate Miles
Mrs. McKeown,
Thank you for contacting US Airways.
I apologize that we were not able to respond to your email in a more
timely manner.
With the new Mileage Reactivation Policy, which went into effect after
January 31, 2007, miles are subject to forfeiture if the member has not
had activity within 18 months. This new policy was announced on May 21,
2006 on usairways.com. We also sent e-mails and direct mail
communication to members who were most impacted by the change. Your
account shows that your last activity date was 295R5D0 and 17,434 miles
were forfeited.
We realize you may have attempted to earn miles or used US Airways or a
partner recently. Please make sure you submit your request for missing
credit at usairways.com or by contacting our partner now.
Members have three options to reinstate forfeited miles.
1. Pay $100.00 reactivation fee which is based on the number of miles
being reinstated.
2. Earn miles with one of our credit card partners. Allow 4 to 6 weeks
from your first purchase using your new card for miles to start
crediting to your Dividend Miles account.
3. Purchase and fly a First Class or Envoy trip on US Airways / America
West in fare codes A. F, C, D or Z. (GoFirst, GoEnvoy, GoSleeper
upgrades are not valid to reinstate forfeited miles.)
These options are time sensitive. The timeframe during which you may
reinstate forfeited miles may vary, depending on your last activity date
at the time you forfeited your miles and which option you choose. If
you choose the option to earn miles with one of the credit cards or to
fly, allow sufficient time for the activity to post to your account as
the miles must post within 36 months of the above activity date. When
miles for the credit cards or flights credit to your account, forfeited
miles will be reinstated automatically. After the deadline, there is no
option to reinstate the miles because miles are permanently deleted
after 36 months of inactivity.
To reinstate forfeited miles, contact the Dividend Miles Service Center
at 1-800-428-4322.
For details on our Mileage Reactivation Policy, visit our website at http://www.usairways.com/awa/content/dividendmiles/programdetails/memberguide.aspx#milexpire
We appreciate your continued patronage of US Airways.
Breia Harden
Dividend Miles Service Center
Original Message Follows:
------------------------
Salutation: Mrs.
First Name: Catherine
Last Name: McKeown
Dividend Miles Number: 295R5D0
Email Address: edwardfmckeown@aol.com
Phone Number: 704.522.2803
Question Topic: Redeposit / Reinstate Miles
Street Address: 13 magnolia place St.
City: Bronx
Country: USA
State Province: NC
Zip Code: 10465
Message
I am a 74 y/o widow w/o internet access. My son told me that my miles
were to be cancelled as I had not used the account since 2004. However
I did but since I did not have my USAIR number with me I mailed in the
information after. Apparently this was lost at the USAIR end. I have
not recieved any warning mailed to my home address. Otherwise I would
have done something. Please check your records and you will be able to
confirm I have flown to Charlotte several times since 2004. Please
reinstate my miles w/o charge as I am on a fixed income and as I did in
fact mail in the info afterwards on my tickets. You are authorized to
phone my son EDWARD at the above # or correspond with him be e-mail at
edwardfmckeown@aol.com or ed.mckeown@arrowpoint.cap He uses USAIR all
the time and handles these matters for me.
Message generated on
www.usairways.com at 8/31/2007 6:44:47 AM.
Flight 797 from Philadelphia to Las Vegas on August 9th seat 20E. Travelling with my wife & daughter . We are from Australia and were travelling from Buffalo to Vegas Via Philadelphia. We were stranded and lost in a foreign country when this flight was cancelled after we had sat in the plane on the tarmac for 6 hours with no air conditioning and only sips of water available from the flight crew. This was our first flight with US Airways and I must say we were less than pleased with the service and the treatment regarding this flight. We were told to find and pay for our own accommodation and to claim reimbursement through this web site. After more lengthy delays we managed to get assigned on a flight to Vegas via Boston the next night at 8:15pm. We were informed we would not be able to have access to our luggage as this was being sent straight to Vegas. So we could not even change our clothes. This next flight was delayed 4 hours and we did not depart from Boston until 12:30am in the morning. This plane was to depart from gate B20. Then we were all told to go to C15. Then again sent back to B20. This was most frustrating and inconvenient. I wish to Claim out of pocket expenses for the night of August 9th for hotel and meal expenses for my wife, daughter & myself. These expenses total $324.15 USD. I have all receipts for expenses. Please advise what details you require to reimburse my costs. And any other compensation you would consider suitable.
Yhis is the list of responses I have had to my complaint over the last 3 months, but still have not received any compensation.
Below is the comunication to date.
Dear Mr. Jones:
Thank you for contacting Customer Relations at US Airways. We appreciate and welcome all inquiries, concerns, and compliments, as your feedback is important to us.
The Electronic Vouchers can be used up to two years. If you issue a ticket right before they expire at the end of the first year, the ticket is then valid for a year from the issue date. This would allow two years to use.
The CEO of our company is Mr. Doug Parker.
Again, thank you for contacting US Airways. Your patience and understanding are appreciated, and we look forward to exceeding your expectations on a future flight.
Sincerely
US Airways Customer Relations
Corporate Office
sf
--------------------------------------------------------------------------------
From: Brad Jones [mailto:brad148@optusnet.com.au]
Sent: Tuesday, October 30, 2007 3:25 AM
To: Customer Relations
Subject: Fw: US Airways Ref Number: 2200204D
Attention :Brooke Yard
US Airways Customer Relations Corporate Office
I do not except you informing me case closed. In my last email below I requested contact details of head of US airways to take my grievance further. You have omitted to forward me this information.
I again request this information to be sent to me.
Also, the fact that you have chosen to issue free tickets to me is irrelevant as I will not be returning to the US in the foreseeable future so these tickets are of no value to me.
Regards
Brad Jones
----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Dear Mr. Jones:
Per your request, I have reviewed the existing information relative to your claim. From the information available, I find nothing to alter the resolution arrived at by the previous Customer Relations representative.
In order to ensure that all carriers remain focused on safety, aviation regulations do not require airlines to pay compensation for consequential expenses because of delayed or canceled flights. This would include such items as telephone calls, lost wages, missed meetings and other personal expenses.
Typically no reimbursement would be issued; however, we have made an exception in this case. In the Boston area, the maximum amount allowed for reimbursement is $150. The check was authorized on 10/25/2007 and please expect in under separate cover within 4-6 weeks.
As an addition form of compensation, your family has been issued three $300 Travel With Us Vouchers good toward future travel on US Airways. The E-TUV's must be redeemed by August 30, 2008. In addition, please take a moment to read the terms and conditions listed below to receive the full benefit of this compensation. When you are ready to make your future travel arrangements, please call our Reservations Department at 1-800-428-4322 and provide the ETV codes listed below.
Your ETV codes are:
DL1S3M - JONES/BRADLEY
DL1034 - JONES/VICKI
DL2EG9 - JONES/RENEE
In conclusion, I regret you continue to feel we have not been accommodating in our handling of your complaint; however, this case has been given every consideration and I must consider it closed.
Sincerely,
Brooke Yard
US Airways Customer Relations
Corporate Office
----- Original Message -----
From: Brad Jones
To: Customer Relations
Sent: Saturday, October 27, 2007 12:01 PM
Subject: Re: US Airways Ref Number: 2200204D
US Airways
Customer Relations
I am discussed in the way you have handled my claim! First I and my family had to endure your unprofessional & cancelled flight service and now you have bungled my request for compensation.
I was informed by you on Friday, August 31, 2007 (as below) that claim would be processed in 7 to 10 days. Than on Wednesday, September 19, 2007 after I had made inquires you informed me you had made an error and that I would receive my $324.15 refund in 4 to 6 weeks. So I waited. Then I emailed you on October 9th & again on October 17th to enquire about my claim to which you did not respond. I again emailed you on 25th October to which you finally respond informing me that my claim can now only be processed at $150.00 in another 4 to 6 weeks. That is an insult. It has taken you 2 months to inform me that you ane not paying my claim in full. Do you have any idea what I and my family had to go through in early August when our US Airways flight was cancelled after sitting in your aircraft on the tarmac for 6 hours. Then to have to find a hotel and transport with no luggage available, stranded in a foreign land. Now you want to tell me you are adjusting the amount of my refund. Does this not make you feel at least embarrassed?
I am excepting the $150.00 as part payment. However I am still requesting a full refund of my out of pocket expenses leaving an outstanding amount $174.15 owing to me.
Please forward me details of the head of US Airways as I wish to complain direct to the head of the company
Regards
Brad Jones
-------------------------------------------------------------------------------------------------------------------------------------------------------------
Dear Mr. Jones:
Thank you for contacting Customer Relations at US Airways. I apologize for the delay in our communications.
After careful review of your file I recognized that a request for a check wasn't ever made. I have now done so. However, the maximum amount allowed in the Boston area is $150.00. You may expect to receive this check within 4-6 weeks. It will be sent to you under separate cover. Thank you for your patience and understanding.
Our customers expect and deserve flights that are on time and service that is both helpful and friendly. In today's competitive travel industry, it is more important than ever to excel in these areas. We work hard each and every day to meet these goals, and I'm sorry we failed in this case. Please be assured your comments are important, and have been forwarded to for review with the employees involved. We appreciate the opportunity you have given us to learn where and how we can improve our service.
We know our customers have choices when it comes to flying, and appreciate your giving us another chance to earn your business.
Sincerely,
Terribly Greer
US Airways Customer Relations
Corporate Office
----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
Can someone please help!
Claim Ref Number: 2200204A
I have still not received any reply to my email below, I was informed by you, as further below that I would receive a refund for my expenses. Now I can not even get a reply to emails. Can you please let me know what is happening with my claim.
Regards
Brad Jones
----- Original Message -----
From: Brad Jones
To: Customer Relations
Sent: Wednesday, October 17, 2007 10:12 AM
Subject: Re: Ref Number: 2200204A
Hello,
Ref Number: 2200204A
Can you please give me an update on my claim. In the emails below I was asked to wait 4 to 6 weeks for my refund. I email you on October 9th after waiting 6 weeks but you did not reply. Can you please let me know if my claim has been processed and when I could expect to receive my refund?
Just to confirm, My postal address is,
20 Sheridan Way
Mount Annan
NSW Australia
2567
Regards
Brad Jones
----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
October 9th 2007
Hi Rob,
I have now waited 6 weeks and still have not received my refund. Can you please advise?
Regards
Brad Jones
----- Original Message -----
From: Customer Relations
To: Brad Jones
Sent: Wednesday, September 19, 2007 10:24 AM
Subject: RE: Ref Number: 2200204A
Mr. Jones,
Please accept my apology for the confusion. You were given incorrect information. Since you refund is for you hotel expense it will come to you as a check. You cannot check the status of the refund on the website as suggested in our previous message. We apologize for the agent error. In many cases involving a ticket refund this method is available to our customers. However, in special cases such as yours, wherein the refund regards hotel re-imbursement and we do not process credit cards it is not a possibility. Your check should arrive 4 to 6 weeks after the original process date. If you do not receive it within that time frame please contact us again and refer to file number 2200204A.
If I can be of further assistance please let me know
Rob Napelinski
Customer Relations
US Airways
--------------------------------------------------------------------------------
From: Brad Jones [mailto:brad148@optusnet.com.au]
Sent: Tuesday, September 18, 2007 4:50 PM
To: Customer Relations
Subject: Re: Ref Number: 2200204A
Customer Relations
US Airways
Can you please advise. I originally booked my flights through orbitz online while holidaying in the US. Do I need ticket numbers to receive my refund or just to access the status of my claim?. If so can you please supply me with these numbers as only have my boarding pass and receipts of my costs incurred.
Otherwise, how will you be crediting me.... Cheque, electronic transfer?
Regards
Brad jones
----- Original Message -----
From: Customer Relations
To: brad148@optusnet.com.au
Sent: Friday, August 31, 2007 2:23 AM
Subject: Ref Number: 2200204A
Dear Mr. Jones,
On behalf of US Airways and the entire Customer Relations team, please accept our sincere apology for the travel difficulties you experienced. Your concerns have been thoroughly documented and your comments have been shared with the appropriate management teams to help us improve our service.
I have submitted your request for a refund of $324.15 for the hotel and expenses you incurred due to your canceled flight. Please allow 7-10 days for processing. You may check on the status of your refund by logging onto refunds@usairways.com. You will need your ticket numbers to access your refund.
In the meantime, to convey our apologies we have authorized three $300 Electronic Travel With Us Voucher(s) as a gesture of goodwill, in hopes you will allow US Airways another opportunity to regain your confidence. Your E-TUV is valid toward the purchase of travel on US Airways or America West Airlines. Please be advised the E-TUV is not valid with Internet bookings. The E-TUV must be redeemed one year from the date of this letter. In addition, please take a moment to read the terms and conditions below to receive the full benefit of this compensation. When you are ready to make your future travel arrangements, please call our Reservations Department at 1-800-428-4322 and reference the following name(s) and confirmation number(s):
Sincerely,
Customer Relations
US Airways
ELECTRONIC TRAVEL WITH US VOUCHER
How to Use:
1. May not be transferred.
2. May be used toward the price of one ticket/one fare on US Airways, US Airways Shuttle, US Airways Express, America West Airlines, America West Express. If the price of the ticket is greater than the value of the voucher, you simply pay the difference. If the discount exceeds the price of the ticket, no residual will be given.
3. Travel dates must be determined prior to ticketing.
5. Call US Airways Reservations at if you have any questions about the use of this voucher and/or to make your reservations. Inform them you will be using this Electronic Travel with US Voucher.
6. Redeem this voucher by calling US Airways reservations at 1-800-428-4322 or at any US Airways/America West ticketing location.
Not Allowed
1. Cannot be combined with any other discount.
2. Not applicable toward service or penalty charges.
3. Not applicable toward the reissue of a previously issued ticket.
4. Prepaid Ticket Service (PTA) not permitted.
5. Not applicable towards a US Airways Vacations package.
Additional Information
1. The voucher and subsequent tickets issued against have no cash value and are non-refundable.
2. Not replaceable if lost, stolen, or destroyed.
3. Changes are subject to ticketing rules. All terms and conditions must be met. A change fee may apply.
4. All applicable taxes, surcharges and fees are the responsibility of the user and must be paid at the time of ticket issuance.
5. Voucher must be redeemed within one year from date of issue.
6. Terms and conditions of this voucher are subject to change without notice.
----- Original Message -----
From: Customer Relations
To: brad148@optusnet.com.au
Sent: Saturday, October 27, 2007 4:21 AM
Subject: US Airways Ref Number: 2200204D
Mr. Bradley Jones
20 Sheridan Way.
Mount Annan, Sydney
NSW Australia 2567
Dear Mr. Jones:
Thank you for contacting Customer Relations at US Airways. I apologize for the delay in our communications.
After careful review of your file I recognized that a request for a check wasn't ever made. I have now done so. However, the maximum amount allowed in the Boston area is $150.00. You may expect to receive this check within 4-6 weeks. It will be sent to you under separate cover. Thank you for your patience and understanding.
Our customers expect and deserve flights that are on time and service that is both helpful and friendly. In today's competitive travel industry, it is more important than ever to excel in these areas. We work hard each and every day to meet these goals, and I'm sorry we failed in this case. Please be assured your comments are important, and have been forwarded to for review with the employees involved. We appreciate the opportunity you have given us to learn where and how we can improve our service.
We know our customers have choices when it comes to flying, and appreciate your giving us another chance to earn your business.
Sincerely,
Terrilyn Greer
US Airways Customer Relations
Corporate Office
Can anyone give me an email address for Doug Parker so I can contact him directly?
Thanks
Brad
__________