Back in November I posted about an incident I had with US Airways and the initial follow-up.
Having made no progress with the "normal" channels, I decided to escalate and sent an email to John Romantic, Director of Customer Service. A few hours later I was contacted by someone from his office, lets call her Jenn.
In speaking to Jenn, she informed me of what had gone on with my itinerary.
- I book an itinerary on expedia with the routing of ORD-PHX-GEG-PHX-SFO-ORD
- United cancels the PHX-SFO leg (this was a US code-share flight)
- US automatically rebooks me on GEG-PHX-ORD.
- The rebooking forces me to overnight in ORD, which I had not planned as my original flight was a red-eye. Additionally, I was meeting someone in SFO and thus the original itin was planned as such.
- I call expedia, explain to them that I'd like a SFO routing back as it was part of my plans.
- Expedia rebooks me on the original routing, but using a US Airways flight for PHX-SFO, or so I think. They actually couldn't get PHX-SFO-ORD issued, so expedia added the SFO-ORD leg.
- Expedia calls US Airways and one of THEIR agents forces the PHX-SFO leg in, completely ignoring minimum connect times.
So, obviously, with this information, I ask why the agent would have forced it when clearly it was illegal and impossible. No answer.
I additionally point out that since it was indeed a US Airways agent that forced the change, they should be responsible. However, they refuse to accept responsibility for this and insist I should have just taken a flight the next day. They didn't seem to care that I would be arriving at my destination (on their ticket, ORD) ten hours late.
I'm thoroughly disgusted by this for obviousy reasons. Being that their agent forced the illegal connection, they should completely be held liable for the other charges that were incurred.
Another interesting point is that US Airways doesn't seem to care about DOT complaints. Normally when a DOT complaint is filed against an airline, most airlines address the issue to prevent it from getting worse. Not in this case, i've filed two complaints and not a single acknowledgement to either. At this point, i've decided i'm going to start filing weekly DOT complaints to impact their DOT reports until this gets resolved.
Anybody interested in signing a petition to Star Alliance requesting the removal of US Airways?