Let me start off by saying this: after reading all of the reviews here about US Airways - I am no longer as
shocked at the way that my wife and I were just treated - I am appalled. We were scheduled to fly out of New Bern, NC on a Sunday early afternoon flight, with a connection in Charlotte to our final destination at La Guardia in NYC. Upon our arrival at the tiny regional airport in New Bern, we were told that the FAA’s entire computer system had crashed (which was a lie - my wife’s father works for the FAA and was able to find out that NOTHING had happened to their system in the last 6 MONTHS), and our flight to Charlotte *might *be delayed by a few minutes - and told repeatedly we would make our connecting flights. Our flight finally left New Bern roughly 1 hour & 15 minutes behind schedule - with the flight crew remaining tight-lipped about our ability to catch our connecting flights. Upon our arrival in Charlotte, we were all told that our connecting flights had departed without us, and that we had all been re-booked onto other flights - and that a representative would be waiting for us at the gate with our new tickets and instructions.
This was another blatant lie, as all of our tickets were just laying out there on an unattended counter at the gate. The most exciting part about this scenario was when we looked at our new tickets and discovered that our new flight would not be leaving until THE NEXT DAY. We were told by a US Airways employee/zombie that we were to go to their "Special Services" Desk (what a ridiculous misnomer THAT is!) to see if they could help us to get home in a timely manner. We asked yet again why the plane wasn’t held for us, as we only missed the connection by 5 whole minutes, and we were called "stupid" for assuming that they had not exhausted "every possible way to get you people home today". Meanwhile, our checked luggage went on to LGA without us, which we didn’t learn until we finally gave up and decided to go to a hotel that US Airways refused to pay for, since they were now blaming "weather" for us missing our connection. After asking around with other people, we found out that they had over-booked all flights to the Northeast by roughly 50 people, and that this scenario had been playing out all over the airport for two days - people being stranded by an airline that refused to take responsibility for their actions. When my wife went back to ask why our luggage went on without us, the woman at Special Services cursed at her, calling her a "bch", and telling her that she "hopes our flight is f*d-up tomorrow".
When I tried to find this lovely woman’s Supervisor, I was told by another woman to "go to the hotel and calm yourself down". We were able to fly out of Charlotte the next morning, and our new connection was in Pittsburgh. We ended up in a similar situation in Pittsburgh - waiting over 6 hours to finally get on a very delayed flight back to LGA. The US Airways employees in Pittsburgh were friendly and helpful - unlike the angry and unhappy people masquerading as Customer Service Agents in Charlotte. I will NEVER fly on US Airways again - even IF my life depends on it. They treated every disgruntled passenger as if it was their own fault they were in the situations they found themselves in, and every single one of the CSAs in Charlotte was rude, condescending, continually passed blame somewhere else, and maliciously unkind.