I am writing out of the total disgust I have for the customer service that I have received from US Airways, and the inability to actually book award travel through their Dividend Miles program.
I just spent the last 3 hours attempting to complete what seems to be a very simple task, booking a flight. I am aware that it is not in US Airways best interested that I actually use my miles for travel, but because it is a valid travel program, according to the program terms and agreement, I am actually allow to.
In the last 3 hours I have traveled most of the world via my telephone. Sadly this company doesn't strive to employ a work force who even attempts to speak English. When asked to speak clearly, or a bit more slowly so I can understand them I am treated as though I am an ass for asking such a thing. I am the one who cannot understand them, the attitude begins.
Over the last 3 hours I have been disconnected on SIX (6) occasions, once even by the Office of Consumer Affairs in Arlington, VA.
Like a fool, I called back each time to be treated to more of US Airways "GOLD" Customer Service.
The first time I spoke with an agent, they were located in Manila. They told me that I could not book the flight I wanted via the telephone, it only could be booked online. Many error messages later, and after reading that all international award travel on partner airlines must be booked by telephone, by calling 800-622-1015.
Now, for all those critics out there, to clarify, I am booking a flight using my miles, and trying to get travel on a star alliance member airline, Lufthansa. I am attempting to travel from IAD to DBV. So, after being disconnected and sent off like an idiot to book online, I called back once again to be told that I don't have enough miles. I guess in the Philippians Dividend Miles call center, the mile amounts MUST differ. After a prudent check on US Airways web site I find that for a flight originating in North America to Europe is 50,000 miles. One would thing that with the 114,000 miles in my account the 50,000 miles should be no problem. Sadly US Airways feels that basic mathematical skills are not needed when employing someone overseas. After all, they are only the frontline for customer service.
As if this wasn't enough to just make by buy the frigging ticket, I call again. This time to be told that Lufthansa isn't a member of the Star Alliance, and that they don't even fly to Dubrovnik, Croatia. This is something Lufthansa Airlines disagrees with. They tell me they have at least 4 flights per day, by way of FRA.
On my final call I was told that US Airlines has no partner airlines that fly to my destination, click. They disconnect the call. Well US Airways, you win. I'll buy the bloody ticket. I'll continue to accrue miles by stupidly flying your airline, after all. You fly to most of the destinations I need to get to. Apparently customer loyalty means nothing. So, I'll continue to use my US Airways Bank of America Check card, and my US Airways Platinum Visa. I'll continue to build these miles up until I can find someone in your organization that will actually provide me with accurate information, or until I lose them because you file bankruptcy again.
It is now no surprise that you are in the financial situation you are in. Your own employees are killing you. It's those on the frontline that are making me go directly to Lufthansa to purchase the ticket. Why? BECAUSE IT IS EASIER THAN DEALING WITH YOUR FIRM.
Just to see, I called US Air to purchase the ticket. The call was answered in less than 2 minutes, and it seems they do have partners that fly to my destination. It only took a total of 3 minutes for them to get to asking for my credit card.
It's amazing that it is so much easier to buy a ticket rather than use your hard earned miles. I wonder why my call to purchase the ticket went to Winston-Salem, right here in the US, but those most valued, loyal customers, with Dividend Mile accounts are sent off to deal with people that cannot be understood, and who choose to just hang up on a customer.
The nice thing about paying for this flight is that I will have the ability to earn more of these miles that I CANNOT USE.in fact I will even receive useless BONUS miles.
Will I ever be able to use these miles?
Cameron
Dividend Miles Membe
0 comments