I was in Raleigh, North Carolina a couple of weeks ago for work. I kind of dreaded the trip but it turned out to be a very good time. I spent most of my time in the famed Research Triangle Park, including a surprisingly nice Hilton hotel.
I flew down on Tuesday night and my flight was delayed because of bad weather. The entire week was really warm and humid, with thunderstorms and stuff, on the east coast, so the entire flight schedule along the eastern seaboard was backed up.
I was supposed to leave on Thursday night but my 6:15PM flight was cancelled at 7 in the morning by US Air. A little strange, but my interaction with USAir turned out to be a nightmare. First, I logged on in the morning to find out what time my flight was, and that is how I found out it was cancelled. Not a word from USAir. I tried to call and could not get through. Finally, I saw something I love - an online chat option at the US Air website. So I initiated a chat and here is the transcript. I did not change a singe thing other than to delete private data. I might have been a little bit of a jerk, but why offer online chat if they can't do anything.
Thanks for using our online chat service. An agent will be with you in just a moment.
You have been connected to Janeen G.
David Dobrindt: hello janeen
Janeen G: Hello. Welcome to US Airways online customer support. I have received your message. I will be with you in a moment.
David Dobrindt: k
Janeen G: Do you have a confirmation code?
David Dobrindt: all I have is my airline res number
David Dobrindt: (I typed my conf code)
Janeen G: That flight was cxl due to weather.
David Dobrindt: (after a really long delay) hello?
David Dobrindt: right. I saw that
Janeen G: let me check on your options
David Dobrindt: so what now? is USAir going to get me out tonight?
David Dobrindt: or can you refund my ticket and I'll figure something else out?
Janeen G: when a flight is cancelled due to weather we will reaccomodate on next available flight
David Dobrindt: ok. good. so I will go to the airport and get out tonight I assume
David Dobrindt: please tell me what my new itinerary is
Janeen G: you will need to call reservations dept for your options
David Dobrindt: and I am impressed with US Air. no one notified me of the cancellation and I had to find out myself.
Janeen G: 1-800-428-4322
David Dobrindt: I did call res dept but was told the wait time was 40 minutes
David Dobrindt: I cannot leave my meeting to sit on hold for 40 minutes.
David Dobrindt: please rebook me and call back with the details. xxx-xxx-xxxx
Janeen G: we are an in bound call center
David Dobrindt: this is terrible. so USAir cancelled at 6:15PM flight by 9AM. then I had to find out on my own. now online help cannot actually help. and I have to call and wait on hold for 40 minutes. and USAir won't put me up overnight AND won't refund my flight
David Dobrindt: doing a great job
Janeen G: The cancellation was due to weather.
David Dobrindt: right. you said that
Janeen G: Yes, beyond our control.
David Dobrindt: so while the weatherman can't be accurate, USAir can predict weather 8 hours in advance.
David Dobrindt: so there is nothing you can do to help me at this point
David Dobrindt: you cannot rebook me. or give me options?
Janeen G: you will need to call
Janeen G: I can look for tomorrow
Janeen G: Just one moment please
David Dobrindt: great. and wait on hold for 40 minutes. will do. thanks for telling me the flight was cancelled. no, if I have to wait for tomorrow, I will fly another airline and eat the cost of this ticket. I am platinum on another airline and was forced to fly US Air because of scheduling.
Janeen G: I have a 530 am departure tomorrow
David Dobrindt: but you can't rebook me?
Janeen G: would you like the 530 am?
David Dobrindt: no. I want to get out tonight
Janeen G: I do not have anything tonight
David Dobrindt: wonderful. and USAir won't refund my ticket?
Janeen G: not when the CXL is due to weather
David Dobrindt: what time does the 530 get in to BOS?
Janeen G: 859 am thru PHL
David Dobrindt: no thanks. I'll go with Delta. I'll call my travel dept and let them argue with USAir.
Janeen G: on weather CXL we rebook on next available flight
David Dobrindt: and hotel expense is up to the passenger, correct
Janeen G: I am sorry there was not more I could do for you.
US Air refunded my flight and I flew on Delta the next morning at 6.
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