It still amazes em that I cannot get a phone call apologizing....I guess moeny is the only motiviating factor.........
Mr. Parker,
I believe I am entering on day five of the saga with you and your company. It still shocks me that I cannot even get a phone call acknowledging the issue from you and an apology. I thought that customers who in essence pay your salary would be a priority for you. The fact I continually e-mail and have NEVER requested any monetary damages and still cannot get a response shocks me to no end.
I am told that your e-mail is scanned and you do not even look at most of it. it must be nice to have the luxury to know that someone controls the fate of what you see and do not see. being a family man I thought this would be a concern for you and your company. treating children in this way is not how I would want my business run.
i will continue to e-mail on daily basis and blog on a daily basis about my ordeal with Us airways until i get a phone call from you. I do not think it is asking to much. i have notified 25 major newspapers situated across the largest markets in the United States and have given each a link to my on going blog. I have also contacted local news stations in both Charlotte and New york with the same information. I am amazed at the response I have received from them....but lack of from you.
What is it going to take? A video on YOU TUBE seen by millions of people? or a TV spot on the today show? Both which are in reason with the contacts I have received. Will when millions of Americans listen to my story and hear that all I asked for was a simple phone call with an apology and acknowledgment of the issue and that you will work on correcting it.....be shocked at your company and boycott? maybe...maybe not... Are you that type of gambling man? Your company throws $100.00 at me and thinks that will resolve the issue. i never asked for money nor wanted money. just a simple acknowledgment from YOU..... and knowing you will work on correcting the flaws in your customer service department.
Dave diCecco
704-519-7895
Wednesday, February 17, 2010
Tuesday, February 16, 2010
DAY FOUR OF SAGA CONTINUES
Today marks day four since I began this blog and requesting some type of sincere apology and response from the executives at Us Airways...... AS of today i have not heard back from anyone. I received a phone call on Sunday and one on Monday from customer relations. i gave both of them the information that they requested and was assured I would get a call back the next day from the conversation i had on Sunday and same day from one had on Monday. If you are following this, as many are, you are curious of the outcome as much as I am. I wish i had better news to report and belief in accompany who has been preaching nothing but customer service for years now.....Do not get me wrong as a whole they probably do A good job; however; there is always room to improve and the fact that they have no safeguards in place to protect the customer from abusive representatives quite frankly is disturbing.
Monday, February 15, 2010
US AIRWAYS CUTOMER COMPLAINT PART THREE
Here is the recap of a conversaation I had with customer relations yesterday afternoon and this morning. Still no word from Mr. Parker himself.........
MR PARKER,
I have spent two days sending e-mails to you that I am not even sure you will read. At least if i decide to viral this or you tube it I have a paper trail. I did receive a phone call yesterday at 12;32 p.m. eastern standard time from someone at customer relations. They asked me to explain in detail the incident that happened. i will say that the young lady i spoke to was not only friendly but courteous and apologetic and i strongly believe sincere in her conversation with me. kudos to your customer relations department in that respect.
In my conversation with her the same questions i addressed with you in my previous e-mails came up from her as well..... I felt a little more relieved to know that I am not a raging lunatic who was spouting off on something I was completely wrong about. unfortunately, she needed to speak to someone today and assured me she would follow up with me today. i believe she will call me back. her tone of voice led me to believe she was truly concerned about the issue and wanted to see what the breakdown was along the way.
the troubling part, and I do mean troubling part was two fold in my conversation with her which added to my infuriating with your lack of customer service. One was that after I provided her with the confirmation number for my daughter's ticket and the detailed time and conversation I had with the customary service employees as well as the ticket agent; I was ASTONISHED to find out that they did not even put a single note in the system about our conversation...Not even an acknowledgment that I spoke with any of them. Does your company have safeguards to protect people like myself and help you weed out inferior employees?
Second, was she said she was a little shocked the customer service representative refused to provide me with her name as well.... I got the impression they are supposed to and that it was protocol in order to get all sides f the story. none of which I had an issue with....except the customer service representatives REFUSED to provide me with their names.
In a day and age where customer service is EVERYTHING...you would feel that you would want to ensure that customer service si a top priority. I understand issues happen....but continous lies and what apprantly looks like a blatant cover up by employees leads me to beleive you have no clue as to the atrocity yoru customer service is doing to your business.
MR PARKER,
I have spent two days sending e-mails to you that I am not even sure you will read. At least if i decide to viral this or you tube it I have a paper trail. I did receive a phone call yesterday at 12;32 p.m. eastern standard time from someone at customer relations. They asked me to explain in detail the incident that happened. i will say that the young lady i spoke to was not only friendly but courteous and apologetic and i strongly believe sincere in her conversation with me. kudos to your customer relations department in that respect.
In my conversation with her the same questions i addressed with you in my previous e-mails came up from her as well..... I felt a little more relieved to know that I am not a raging lunatic who was spouting off on something I was completely wrong about. unfortunately, she needed to speak to someone today and assured me she would follow up with me today. i believe she will call me back. her tone of voice led me to believe she was truly concerned about the issue and wanted to see what the breakdown was along the way.
the troubling part, and I do mean troubling part was two fold in my conversation with her which added to my infuriating with your lack of customer service. One was that after I provided her with the confirmation number for my daughter's ticket and the detailed time and conversation I had with the customary service employees as well as the ticket agent; I was ASTONISHED to find out that they did not even put a single note in the system about our conversation...Not even an acknowledgment that I spoke with any of them. Does your company have safeguards to protect people like myself and help you weed out inferior employees?
Second, was she said she was a little shocked the customer service representative refused to provide me with her name as well.... I got the impression they are supposed to and that it was protocol in order to get all sides f the story. none of which I had an issue with....except the customer service representatives REFUSED to provide me with their names.
In a day and age where customer service is EVERYTHING...you would feel that you would want to ensure that customer service si a top priority. I understand issues happen....but continous lies and what apprantly looks like a blatant cover up by employees leads me to beleive you have no clue as to the atrocity yoru customer service is doing to your business.
Saturday, February 13, 2010
US AIRWAYS LACK OF CARE CONTINUES PART 2
If last night was not bad enough; today could be the cherry on top of the lack of customer service that my daughter and ex-wife have been shown. for your enjoyed reading I have enclosed a copy of the second e-mail I have sent out to the CEO of US AIRWAYS and all the executives I could find. As before, when I get a response back good or bad i will post to keep every follower up to date on the status of this and how they are working to correct the injustice that they are doing to their patrons.
Mr. Parker,
This saga continues on in day two now. I cannot believe I have to write a follow up e-mail before I have even given you the opportunity to address the first one. But maybe you should take a cue from the new TV show undercover boss and see what goes on at your customer service and airport ticket agent booths....it might be eye opening for you to really see what is going on in your company.
I paid for a hotel room for my ex-wife and daughter to stay in last night by the airport. The idea being get up early and try to catch the earliest possible flight out. When they arrived at the airport to check in they were informed that the flight they originally got transferred to last night is delayed. that is no big deal. i understand that those things happen and it is out of everyone control what mother nature does and mechanical issues that may arise. I have no issue with that. My ex-wife needed to get back to Connecticut to go handle some personal issues... You requested to be put on an earlier flight or see if there was another airline she could be transferred to; so she could arrive here earlier. (now let me say not once but THREE different people last night told me if the plane is delayed or cancelled US AIRWAYS will make accommodations to find alternative flight or airline to get her to me). The ticket agent REFUSED to do it. Said he cannot do it; all he can do was process her for this flight and then once we were in the terminal could go to customer service and see what they may do for her...He said he did not have the power or authority to do it and no one up there did. Well, if that was the TRUTH and case I would have accepted that. however; once she found customer service she was told a completely different story and told "your ticket has been processed and you have been issued a boarding pass NOTHING WE CAN DO, sorry"....they then proceeded to tell her the ticket agent should have done something. they can only help if you miss a connecting flight.
So, now as it stands the plane is delayed an hour (like I said understandable) but as we all know that hour could turn into another hour. When I checked this morning at 8:03a.m. on your website it read 25 minute delay due to earlier plane issues......Now, an hour and maybe even longer...who knows.
it is just amazes me that you can have so many different people coached on how to PASS THE BUCK. Does anyone in the company stand up and take responsibility?
Dave diCecco
704-519-7895
P.S. by the way feel free to call me ANYTIME......I will take your call.
Mr. Parker,
This saga continues on in day two now. I cannot believe I have to write a follow up e-mail before I have even given you the opportunity to address the first one. But maybe you should take a cue from the new TV show undercover boss and see what goes on at your customer service and airport ticket agent booths....it might be eye opening for you to really see what is going on in your company.
I paid for a hotel room for my ex-wife and daughter to stay in last night by the airport. The idea being get up early and try to catch the earliest possible flight out. When they arrived at the airport to check in they were informed that the flight they originally got transferred to last night is delayed. that is no big deal. i understand that those things happen and it is out of everyone control what mother nature does and mechanical issues that may arise. I have no issue with that. My ex-wife needed to get back to Connecticut to go handle some personal issues... You requested to be put on an earlier flight or see if there was another airline she could be transferred to; so she could arrive here earlier. (now let me say not once but THREE different people last night told me if the plane is delayed or cancelled US AIRWAYS will make accommodations to find alternative flight or airline to get her to me). The ticket agent REFUSED to do it. Said he cannot do it; all he can do was process her for this flight and then once we were in the terminal could go to customer service and see what they may do for her...He said he did not have the power or authority to do it and no one up there did. Well, if that was the TRUTH and case I would have accepted that. however; once she found customer service she was told a completely different story and told "your ticket has been processed and you have been issued a boarding pass NOTHING WE CAN DO, sorry"....they then proceeded to tell her the ticket agent should have done something. they can only help if you miss a connecting flight.
So, now as it stands the plane is delayed an hour (like I said understandable) but as we all know that hour could turn into another hour. When I checked this morning at 8:03a.m. on your website it read 25 minute delay due to earlier plane issues......Now, an hour and maybe even longer...who knows.
it is just amazes me that you can have so many different people coached on how to PASS THE BUCK. Does anyone in the company stand up and take responsibility?
Dave diCecco
704-519-7895
P.S. by the way feel free to call me ANYTIME......I will take your call.
Friday, February 12, 2010
US AIRWAYS DOES NOT CARE ABOUT OUR CHILDREN
HERE is a copy of the letter I sent to the all the executives at Us Airways regarding the POOR Customer Service I received. in fact poor is not the right word.....It should be the lack of ANY customer service i received. I will keep this blog posted as I get updates good or bad from us airways and the time line it takes them to respond....please feel free to add and comment.....I welcome other people's opinions and suggestions.
This was sent out at 9:02p.m. eastern standard time on Friday February 12, 2010.
Mr Parker,
I know you are a very busy person. however, after the customer service 9or lack of it) i feel this issue needed to be brought to your attention. now, i will say that i would love a response back from you..however; realistically I doubt it will ever happen (though you could surprise me).
here is my HORROR story. On Friday February 12, 2010 my 13 year old daughter was scheduled to fly out of laguardia airport in New york city to visit me 9her father) in Charlotte. her flight was scheduled to leave laguardia at 6:59 p.m. and arrive in Charlotte at 9;01p.m. After checking to make sure that all the flights were still on schedule my ex-wife departed Connecticut for the airport. the ride is generally an hour and half to an hour and fourty five minute ride to the ticket counter. She gave herself three hours to make the sure she had ample time. Due to unfortunate circumstances with traffic and weather she arrived at the airport and in front of the ticket agent (with ALL HER PAPERWORK FILLED OUT) AT 6:12P.M. That was exactly 47 minutes before the flight was scheduled to leave. the ticket agent REFUSED to check her in stating "they had not made it within the cutoff time and her ticket was GIVEN AWAY..... to someone else". Even though the website clearly states they have to be checked in 30 minutes prior to flight departure.
He REFUSED to put her on the plane or schedule her for a later flight that evening. i do mean REFUSED. My ex-wife proceeded to call me and explain the situation as my daughter was in the background CRYING. I talked with the agent and explained the policy of US AIRWAYS clearly states that they have up to 30 minutes before the plane leaves to get checked in. He got BELLIGERENT with me and refused. After a heated 10 minute conversation eh said it did not matter anymore because she was not outside the 30 minute window.
I was stunned to hear that. i hung up with him and told my ex-wife to see what she could do and I would call customer relations. i in turn picked up the phone and dialed the 800 number for us airways customer relations (or at least i though t was the number)...after a 43 minute conversation with three different customer service personal i was informed I was not even talking with them but to ticketing. i asked for a phone number for customer relations and was informed that they do not provide it under ANY CIRCUMSTANCES. they REFUSED to give em a phone number and told me to e-mail and I may get an answer in three to four business days....In essence a week. They said ti had to be done via e-mail and only through e-mail would it be handled. What type of customer relations department does NOT TAKE CALLS FROM UPSET PASSENGERS WHO ARE PAYING THEIR AND YOUR SALARY????????
To escalate the issue even more was the fact that the first two ladies i spoke with said they would only put her on another flight if it was delayed or cancelled and they REFUSED to help her out even though they admitted the ticket person was WRONG. They kept saying their policy is to be at the airport 90 minutes in advance and then changed it to say laguardia policy was 90 minutes in advance...both LIES.......
now my ex-wife is trying to get another flight out tomorrow morning at some point for her. She has to pay for a hotel room for the evening; even though she is unemployed and basically surviving on child support. i now have to take a day off from work UN PAID to get my daughter because US AIRWAYS REFUSED to help me out with this situation.
there was a 9:40 flight that they refused to book her on and said the only thing they would do is not charge a fee to change planes to tomorrow morning (how sporty of you).
your customer service representatives (or should I say ticket representatives) because they say they are customer relations when in actuality they are not...blatantly lied to me and changed their stories every time I caught them in a lie.
i do not know Mr. Parker if you have any children or not....but i put my DAUGHTER'S LIFE in your airlines hand six times a year and this is the way you handle a situation??????? I seriously have to consider whether your company is worthy to fly my daughter and the rest of my family in the future...i guess a lot depends on how you personally handle and address this situation.
if you google US AIRWAYS there are blogs out there about atrocious customer service people have received. i am only saying i do not appreciate being lied to blatantly and when i ask tell em where it is in writing they CANNOT produce it and say it is common sense...no common sense says you will have the courtesy as a human being to at least have read and answer me.....I am one of the patrons that does PAY YOUR SALARY.....it is the least you could do. My cell phone number is 704-519-7895.
You can follow this and the response i get from you and your customer relations on the world wide web......i know the rest of America is curios on how you are going to handle this since all of us either have children, grand children or are kids of someone.......
dave dicecco
P.S. YOU CAN FOLLOW THIS ISSUE ON WWW.USAIRWAYSISSUES.BLOGSPOT.COM
This was sent out at 9:02p.m. eastern standard time on Friday February 12, 2010.
Mr Parker,
I know you are a very busy person. however, after the customer service 9or lack of it) i feel this issue needed to be brought to your attention. now, i will say that i would love a response back from you..however; realistically I doubt it will ever happen (though you could surprise me).
here is my HORROR story. On Friday February 12, 2010 my 13 year old daughter was scheduled to fly out of laguardia airport in New york city to visit me 9her father) in Charlotte. her flight was scheduled to leave laguardia at 6:59 p.m. and arrive in Charlotte at 9;01p.m. After checking to make sure that all the flights were still on schedule my ex-wife departed Connecticut for the airport. the ride is generally an hour and half to an hour and fourty five minute ride to the ticket counter. She gave herself three hours to make the sure she had ample time. Due to unfortunate circumstances with traffic and weather she arrived at the airport and in front of the ticket agent (with ALL HER PAPERWORK FILLED OUT) AT 6:12P.M. That was exactly 47 minutes before the flight was scheduled to leave. the ticket agent REFUSED to check her in stating "they had not made it within the cutoff time and her ticket was GIVEN AWAY..... to someone else". Even though the website clearly states they have to be checked in 30 minutes prior to flight departure.
He REFUSED to put her on the plane or schedule her for a later flight that evening. i do mean REFUSED. My ex-wife proceeded to call me and explain the situation as my daughter was in the background CRYING. I talked with the agent and explained the policy of US AIRWAYS clearly states that they have up to 30 minutes before the plane leaves to get checked in. He got BELLIGERENT with me and refused. After a heated 10 minute conversation eh said it did not matter anymore because she was not outside the 30 minute window.
I was stunned to hear that. i hung up with him and told my ex-wife to see what she could do and I would call customer relations. i in turn picked up the phone and dialed the 800 number for us airways customer relations (or at least i though t was the number)...after a 43 minute conversation with three different customer service personal i was informed I was not even talking with them but to ticketing. i asked for a phone number for customer relations and was informed that they do not provide it under ANY CIRCUMSTANCES. they REFUSED to give em a phone number and told me to e-mail and I may get an answer in three to four business days....In essence a week. They said ti had to be done via e-mail and only through e-mail would it be handled. What type of customer relations department does NOT TAKE CALLS FROM UPSET PASSENGERS WHO ARE PAYING THEIR AND YOUR SALARY????????
To escalate the issue even more was the fact that the first two ladies i spoke with said they would only put her on another flight if it was delayed or cancelled and they REFUSED to help her out even though they admitted the ticket person was WRONG. They kept saying their policy is to be at the airport 90 minutes in advance and then changed it to say laguardia policy was 90 minutes in advance...both LIES.......
now my ex-wife is trying to get another flight out tomorrow morning at some point for her. She has to pay for a hotel room for the evening; even though she is unemployed and basically surviving on child support. i now have to take a day off from work UN PAID to get my daughter because US AIRWAYS REFUSED to help me out with this situation.
there was a 9:40 flight that they refused to book her on and said the only thing they would do is not charge a fee to change planes to tomorrow morning (how sporty of you).
your customer service representatives (or should I say ticket representatives) because they say they are customer relations when in actuality they are not...blatantly lied to me and changed their stories every time I caught them in a lie.
i do not know Mr. Parker if you have any children or not....but i put my DAUGHTER'S LIFE in your airlines hand six times a year and this is the way you handle a situation??????? I seriously have to consider whether your company is worthy to fly my daughter and the rest of my family in the future...i guess a lot depends on how you personally handle and address this situation.
if you google US AIRWAYS there are blogs out there about atrocious customer service people have received. i am only saying i do not appreciate being lied to blatantly and when i ask tell em where it is in writing they CANNOT produce it and say it is common sense...no common sense says you will have the courtesy as a human being to at least have read and answer me.....I am one of the patrons that does PAY YOUR SALARY.....it is the least you could do. My cell phone number is 704-519-7895.
You can follow this and the response i get from you and your customer relations on the world wide web......i know the rest of America is curios on how you are going to handle this since all of us either have children, grand children or are kids of someone.......
dave dicecco
P.S. YOU CAN FOLLOW THIS ISSUE ON WWW.USAIRWAYSISSUES.BLOGSPOT.COM
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