ATTN: Would you still fly US Airways or British Airways?

Question

TO ALL MILITARY AND FREQUENT FLYERS!



I have never had so much trouble with an airline before. US Airways has made me never want to travel by air again. We are a United Sates military family living abroad so you'd think they be more than willing to assist us to get home; unfortunately that was not the case.



My husband Justin and I were in the process of completing our overseas adoption when my husband had to return to work in Italy. We decided to meet up in Rome, Italy on the 17th of December once the adoption process was completed so we purchased round-trip tickets from Rome, Italy to Orlando, Florida; however, due to a family emergency in Florida I had to leave overseas with my adopted son much earlier than anticipated. I was sure to call US Airways and British Airways to notify them that my son and I would not be able to make the flight from Rome, Italy to Orlando, Florida due to a family emergency. The representative I spoke with completely understood our situation, and verbally told us there would be no problem on any of our round-trip booking.



On December 17th my husband checked into his flight without any questions or concerns from the representatives at check-in. A few days before our departure flight from Orlando, Florida we realized that our adopted sons name was misspelled on the itinerary. We decided the proper action would be to call the airline and let them know that the first letter in his last name was misspelled. The representative placed us on hold as she looked up our reservation. Once she took us off of hold she told us that my son Anas and I had lost our booking due to the fact that we were a, 'no show' in Rome, Italy for our departure. My immediate question was, "who canceled my sons and my flight?" She didn't even know the answer so she transferred me to her supervisor.



The supervisor told us that once we don't show up for the first part of a round-trip ticket that it would automatically cancel out the family members that were 'no shows.' That was the most ridiculous thing I've ever heard. I was given no notification or anything about this. I should have been notified by phone or email at least. So now like I said I was but only a few days from the departure flight and only my husband could fly home. I found all the representatives and supervisor we spoke with very unhelpful about our situation.



The supervisor told us that regardless of my sons name change we would still have to purchase a separate ticket to replace it because we misspelled his name. The cost of this alone was $250.00. Before I would suck it up and just purchase a different ticket for him on the same date, I wanted to know how much it would cost us to put me back onto the flight. US Airways wanted to charge me almost $6,000.00 for a ticket which I had already paid for!



I needed to fly home with my husband because we all had to report back to base by January 6th no later than 11:59 P.M. The representative then told me he would look for a different date return ticket for my son and I after I already told him that I needed a ticket to get home on the same flight/same day as my husband. Even with the different flight/different day US Airways still wanted around $2,000.00 for just my son and I to fly home. I told the supervisor to cancel all of our tickets, but who knows if he actually did. I ended up booking a completely different flight through a different airline as well. I paid $2,000.00 for all three of us to go onto the same flight, and let me tell you.... that was the best flight I have ever been on. I really would like my money back, and not a credit of $250.00 like I was told by the representative. I will never fly US Airways or British Airways.

Answer 1

I am sorry that you had to go through such a headache in travel but the airline was correct that if you do not show up for the first segment of your flight, the rest of your trip is canceled. Also if you bought the cheapest ticket which is a non-refundable or restricted ticket, then any changes made will cost you money. An unrestricted ticket costs a lot more but allows for changes with no penalty. As for US Airways charging you $6,000 for a ticket, that must be the price for a last minute ticket.



Unfortunately family emergencies happen and I am sorry you had one but other airlines pretty much would have done the same thing.

Answer 2

I fly USAir multiple times a month between DC and Florida. I book on line for nearly every flight. The fact it, the cancellation policy is one that many airlines follow, and has been in effect since after 9/11. The requirement to have a name properly spelled on a ticket is also something that's been in place for a long time.



Both of these policies are clearly spelled out in the conditions for ticket purchases on their website.



USAir's policy on missed or canceled/postponed flights is to hold the value of the ticket in your account (you can sign up for free on their website and add previous flight information to get frequent flyer miles). If you use that credit in the future, they consider it a change in reservation and can charge up $75 per ticket for the change. This is also clearly stated on their website.



I feel badly that you had some issues, but there are a couple of things you need to do to protect yourself in the future:



1. Register on their website and read all the conditions of a ticket purchase BEFORE you buy the ticket.



2. Never rely on what the person says on the phone.

Answer 3

I fly more than 100,000 miles a year, and at least half of that is on USAirways. What you experienced on USAirways (not showing up for one leg of a flight and they canceled the rest of your itinerary) is something that all airlines do - it's common practice that any airline I've flown has done. Whether it's right or not is a different story, but it's in the fine print when you book your ticket. Personally, I've never had any difficulty with USAirways. (Maybe because I fly with them several times a month and have elite status with them... But they've always been fine). And I've only flown British Airways a couple of times, but I thought they were decent as well.

Answer 4

You were undoubtedly frustrated and no one properly explained to you how it works. But those of us who fly on restricted tickets frequently all know why you were considered a no-show. When you did not take the flight on which you were booked, you had to be rebooked and be confirmed on a new flight. If you were not rebooked, then the original reservation was not canceled because then you'd have effectively turned it into an open ticket and open tickets are extremely expensive. Even business class is not an open ticket. If you were rebooked, then you would have received confirmation along with new seat selection, etc. The representative who told you "no problem" was probably telling you it's no problem to rebook (with or without fee waiver), but s/he did not actually rebook you.

Answer 5

Most airlines will cancel the entire ticket and typically there is information with your ticket that tells you that. You probably purchased a reduced rate ticket and it doesn't offer the flexibility you feel you deserve. Too bad. You agreed to the terms and therefor it's your own fault. I have never had a problem with US Airways because I understand the rules. Learn how to spell you kid's name.

Answer 6

It may be the most ridiculous thing you ever heard of, but what you describe has been SOP on most if not all airlines for many years. The only mystery to me is why you would have been assured it was no problem.



Why would you be irate with them over your mispelling?