I've had nothing but negative experience flying USAirways over the last few years, but this complaint is about their Dividend Miles program and their customer service. I recently received a notice stating that due to inactivity my frequent flyer miles will be reset to zero. To reinstate the miles, one has to fly US Airlines, sign up for their credit card, or pay. No problems there. I try to avoid US Airways as I do my business travel anyways, but I did have to recently fly to Chicago, and the only available flight was a US Airways flight (actually operated by their partner United). I'm not going to go into the details of that horrific travel experience, since that's not US Air's fault. However, I was expecting to receive miles for this flight, and having the rest of my frequent flier miles reinstated. To my surprise, the miles never posted to my account. I tried adding a 'Lost miles" request on their website, but a got a message that - quot; This portion of the site is not operating". When I called Dividend Miles support, I had to wait on hold for a total of 40 minutes as the employee was trying to access my account. She did find the flight I was one. She then had to call United to verify that I was on that flight. After 40 minutes waiting, I thought I was finally close to being done with this matter. However, she came back saying that there is currently no way for United to confirm that I was actually on the flight, and that I would have to mail a copy of my boarding pass as a proof. I told her that I only had a electronic receipt at this point, and asked whether I could e-mail or fax that. The answer was - "No". I then had to wait more time as she tried connecting me to a manager, and this ended up only wasting more of my time, as the manager read a standard statement. This is 21st century, and it's really a wonder how these companies stay in business when they cannot track their records, waste their employee and customer time instead of having their website and e-mail operating.in the end, I gave up. I'm going to lose all of my miles. I believe that is precisely the reason US Air has such a horrible customer service. They want to deny you ability to redeem the miles. I've never had such problems with the SkyMiles alliance for example. I will try to never fly US Air, and probably United as well. This will be difficult, since I do fly about 40 times a year, but I can generally stay with JetBlue, Northwest, Continental, Delta, and Southwest, who all have their own little problems, but still miles better than US Airways and United.
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