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