Bad Customer Service Experiences...

[Empress of Groovy 373]

I know that bad airline customer service probably justifies its own thread, but here’s a story. My husband and I went to Oregon for a wedding in June. We flew US Airways (formerly America Worst--er, West), which consistently scores at the bottom of airline surveys in many categories. Unfortunately, their western hub is in Phoenix, where we live, and they fly many of the good routes from here.

The flight there was delayed for four hours because of an "avionics" issue (OK, we can deal--we were just glad to get there), but the flight back was canceled because they, in the words of one of the agents, "couldn't find a pilot!" If it weren't so maddening, it would have been hilarious. I could write a tome about everything that went wrong, particularly at the Medford airport (it's pretty small). The agents were bumbling idiots. We stood there for a half hour while the mouth-breathers representing US Airways looked dumbfounded at the screens in front of them. We were not given any compensation, and although we were put up in a hotel for the night, we weren't given food vouchers or anything. One of the agents told me to call the customer relations line and "stick it to 'em." Um, professionalism?

Anyhoo, when we finally arrived home, I did a little bit of research regarding the best way to request compensation when travel plans are disrupted that are not due to weather or factors beyond the airline’s control. The best approach, it seems, is to write a letter, including documentation and details, and request something specific, such as a free ticket, a certain number of airline miles, or what have you. So, I wrote a letter that emphasized the staggering lack of professionalism, particularly at the Medford airport, and requested a full refund for both tickets. I didn't expect that but figured I'd give it a try. Lo and behold, about a month later, I received a letter with two $300 vouchers, nearly the price of the tickets. Woo hoo! We've already used them for another trip. So, kvetch! A lot of people who are enraged by airline service, delays, and cancellations make phone calls, demanding compensation. It's the natural thing to want to talk to someone and vent, but typically all that's offered is something cheap, like $50 off a ticket. The customer service agents on the phone usually are not authorized to give substantial compensation, which is why writing a letter is recommended. It gives the airline time to research the flight, verify the complaint, and figure out what to do.

So, a bad customer service story with a happy ending!

[spidergirl 0]

Well, i bought my wedding gown from David's Bridal here in Las Vegas and i was treated very well, seems all the employees there are very friendly and accomodating. The girl that assisted me was very nice and she never left me until i found the gown i wanted. I guess it depends on the Branch and the Management.

[~Nini~ 2]

That sucks, Spralienes. I'm so sorry you had such a bad experience at David's Bridal. That was definitely one of the places I had decided to go with originally, but I decided to get a custom-made dress because I'd be spending most of my alterations getting rid of half the dress. Now I'm glad I didn't go!

[Ban Hammer 13,333]

I'm a 12 too! I would have been furious!

They are very rude. I dont know, I looked it up online, and theres hate sites against davids bridal.

yeah i remember having to wade thru them all searching for the corporate headquarters at the start of this thread

[Sprailenes 47]

haha I joined one.