I was scheduled to fly on 2/11 on flight # 1829. I called yesterday to try to change my seat assignments and the customer service rep at US Air told me that I had called in on 1/4 to cancel my flight due to a death in the family. I told them that there is a "SEVERE" error here since I never called in to cancel the flight at at US Air.
There was either a serious mistake by US Air "or" someone perpetrated a fraud to obtain my reserved seats for my family of five (5) and no one at US Air checked the identity of the person calling in. After speaking with 3 Supervisors just now, they told me that they cannot get me on the flight I have reserved since it is sold out and they can only place me on flight #717 at 3:35PM that day.
As a result I need to cancel very important business meetings I have that afternoon at 1PM and my wife has to pull my 3 children out of school early to make this earlier flight which is not what we wanted to do.US Air clearly made a huge mistake here since I NEVER CANCELLED ANY FLIGHTS!!! They can listen to all recorded calls they want and will see that I never cancelled my flight reservations. And, now US AIR has caused my family a great inconvenience on my day of travel of 2/11 for my family & myself.
I am completely disgruntled with US Air's level of service and cannot believe they would cover up their errors with FABRICATED LIES!!! Good thing i didn't go to the airport to check in since I would not have been able to get on the plane for the seats I reserved.
The following is US AIR's "FABRICATED RESPONSE" claiming I cancelled my flight reservation and they made up story that I confirmed the cancellation with my MasterCard. When asked to prove the call to me as a taped recorded call they said they do not have.
Dear Mr. *,
On behalf of US Airways and the entire Customer Relations team, please accept our sincere apology for the reservation difficulties you recently experienced. Your concerns have been thoroughly documented and your comments have been shared with the appropriate management teams to help us improve our service.
I am truly sorry that your reservation was changed. Our records do indicate that on January 4 at 10:53am % Stone the verified Master Card holder, called to cancel the reservation, due to death in the family. Our reservations agents always verify that they are speaking with individuals authorized to make a change on a reservation. The only people who can make a change are the cardholder, a person in the reservation, or a travel agent. I am sorry that you feel that someone could have made a fraudulent change to your reservation. Our phone calls are recorded, but for monitoring purposes only and are not kept on file.
Again, I am very sorry for the inconvenience this is causing to you and your family. I did check again to see if there was any way to get you on the later flight, but there are no seats available. I do see that as a courtesy to you we did waive the $150.00 reissue fee normally assessed when a change is made to a nonrefundable ticket. This was done as a courtesy to you do to your regrettable situation.
Your feedback is appreciated and will be shared with the appropriate manager. The intent here, of course, is to address these issues and make positive changes for the future.
It is never our intent to inconvenience our passengers and will make every effort in the future to insure the situation you encountered is corrected. Thank you for sharing your concerns with us.US Airways values each customer and appreciates their feedback. We look forward to providing a more pleasant experience the next time you fly with US Airways.
Sincerely,
Meridith Heitz
US Airways Customer Relations
Corporate Office
Bottom line is they cancelled my reservations erroneously for some unknown reason, then blame me for cancelling the flights and FABRICATE a a convoluted story that I had a death in the family and I cancelled my flights when I never did. Give me a break! US Air is an outright bunch of incompetent liars!!!
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