Complaint / Review
U.S. Airways
U.S. Airways erroneous charges, releasing passenger info, mistaking credit card holder names

On Jan 31st, I paid for 2 pets to travel with my fiance from phoenix to portland one way. $80 dollars per pet. Upon inspection, it was discovered that one of the pet carriers exceeded U.S. Airways size limits. I was forced to keep that pet with me in phoenix.

The person at the counter explained to me that they were going to cancel the payment for both pets and process a new charge for the single pet traveling.

Upon receipt of my bank statement, i found that U.S. Airways did not cancel the first transaction as promised, which sent my bank account into overdraft.

I called the U.S. Airways toll free number to resolve the issue. After a lengthy hold, I was transferred to a representative who could barely speak english. They asked for my confirmation number, which I did not have because I wasn't the one traveling.

After giving several pieces of personal information, I was given the confirmation number and the number to the refunds department. The rep told me that she entered the refund info on the file (I think that's what she said. I could barely understand her).

I called the refunds department, which was nothing but an automated service requesting the confirmation number. I entered the confirmation number. The electronic voice said, "Thank you. Goodbye."

Not satisfied, I went to the airport to talk to an actual english speaking human. I initially went to the ticket counter, who told me to go to Lost and Found, who told me to go back to the ticket counter.

Another representative at the counter, Nancy, was very helpful, unlike the rest of the company. She asked for the confirmation number, which I gave.

Nancy entered the information. No refund refund request was filed. I was given the wrong confirmation number. It was for some woman traveling on the east coast (I was given all of her personal info, which I ignored). Nancy checked my credit card information. They had my card number under the wrong name (Some man who's name was arabic).

Finally, the facts were straightened out and my refund was filed. I am still waiting for my refund.