It’s a wonder they’re still in business. Even their employees hate the company. I’ve dealt with their customer service before (which has never gone well) and mostly they seem ashamed.

———- Forwarded message ———-
From: Customer Relations
Date: 2008/7/21
Subject: RE: Complaint/Concern, Past Travel, Reservations

Dear Ms. Wallender:

Thank you for contacting US Airways Customer Relations.
I understand the frustration you experienced when your return portion of travel was cancelled. Unfortunately since that is computer generated, the ticket counter agents are not able to override this function.

Our records indicate that your ticket 0372*********, issued on June 20, 2008, still has retained its value. All travel must be complete by June 20, 2009.

I have forwarded your concern to our Reservation Management for their review and apologize for the inconvenience you experienced.

Sincerely,
Judy E.
US Airways Customer Relations
Corporate Office

Yes – US Airways . . . the BEST! My Independence Day horror story happened with them LAST July 4th. I was touring and going from NYC to Knoxville, TN, which of course you can’t do non-stop. So I flew our beloved US Airways from JFK to DC National, then DC National to Bubba and Gomer’s Runway-a-rama in Knoxville.

I take my beloved Gibson acoustic as carry-on. It fits in the overhead (it a small-bodied guitar that I have for, among other reasons, its ability to do just that). I board at NYC, get off in DC, go to catch my connection – which is EXACTLY the same type of airplane – and am told by the gate agent that I have to gate check it. No amount of reasoning that it would fit in the overhead would change her mind. And, as I’m sure you’ve already guessed, when I opened up the case on the tarmac in Knoxville, my neck was snapped.

The ordeal that was interacting with US Airways Customer Service from that moment forward I will not even get into, but they as of today have still not paid me for my guitar.

I was very fortunate that I was told of a place in Ann Arbor, MI that repaired the type of damage that I had (they’ve done repairs for the likes of John Lennon and Eric Clapton, so I figured they had to have some skills) and they did a beautiful job, but the repair came out of my pocket.

I will tell you about a service I’ve found out about since this incident – it’s called 321-Call-Log. You sign up online, they give you an 800 number to call and whenever you go to call an 800 Cust Serv number you call them. They’ll place the call and record it, notarizing the date and time and also WHO HUNG UP. In your situation you could’ve used the information to prove what you had done in the first call.

Sorry to hear about your experience but I hope maybe that service helps you avoid any future nightmares.

And thanks again with all your help with my iLike stuff.