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more on Surprise! The US Air web site is not *really* US Air!
From: David Farber <dave () farber net>
Date: Sun, 27 Aug 2006 11:35:44 -0400
Begin forwarded message: From: peter.freeman () mindspring com Date: August 27, 2006 4:42:54 PM EDT To: David Farber <dave () farber net> Subject: Re: [IP] Surprise! The US Air web site is not *really* US Air! Reply-To: peter.freeman () mindspring comDave, it is probably (or has been) worse than that. I booked some US Air award travel by phone back in April, then tried to make a change by phone a few weeks later. My res was caught in the same limbo O'Dell describes. It took two months and calls to both airlines AND the frequent flyer desk multiple times to get ticketed. Amazingly the res worked for the outbound last week - you'll hear about it if I can't get home next week. ;-)
Peter Sent via BlackBerry from T-Mobile -----Original Message----- From: David Farber <dave () farber net> Date: Sun, 27 Aug 2006 08:08:59 To:ip () v2 listbox com Subject: [IP] Surprise! The US Air web site is not *really* US Air! Begin forwarded message: From: "Mike O'Dell" <mo () ccr org> Date: August 27, 2006 6:28:05 AM EDT To: David Farber <dave () farber net> Subject: Surprise! The US Air web site is not *really* US Air! Dave, For the second time now I've come to grief booking tickets on the US Air web site and then needing to change them. The issue is that as a result of US Air's merger with America West, the web site found at USAIR.COM and labelled prominently (and only) as "US Air" is, in fact, operated by America West. And at least in the world of airline reservation ownership, US Air and America West are still completely unrelated entities. This has a huge implication: A ticket booked on the USAIR.COM web site is not really a US Air ticket in spite of flight numbers and the carrier indicated on boarding passes and ticket receipts; the reservation is owned by >> *America West* << this means that if you need to change a ticket booked thusly, the people you get calling the US Air contact numbers *cannot deal with it* nor can they find someone who can. Even more surprising, the first time this happened I discovered that the airport ticket counter agents cannot deal with it either and tell you to go see America West!! This is *seriously* brain-damaged. When this first happened to me several months ago I though, gee, a transitional corporate integration problem. I've been through those and decided to cut them some slack. But it's been over 3 months and it's *still* broken. This morning's amusement was the US Air reservation agent, honestly apologetic, telling me that she could not move our three full-freight tickets from departing today to departing tomorrow until after we "no-showed" for today's flight. After that I can call back and she thought they could do something then. Or I could drive down to the airport and they could deal with it there. (Uh, not based on my previous experience!) If I do drive to the airport before flight time, I won't get hit with a no-show fee. How wonderfully gracious of them. My personal conclusion is that this is hopelessly broken and I will simply never use US Air's on-line reservations system again, choosing instead to pay my usual travel agent who prevents this kind of foolishness by booking with the "real" reservation systems and who can deal with weather-driven changes of plan as a matter of course. There's a huge difference between "inexpensive" and "cheap". Harumph. -mo PS - insert snarky remark about "unsurprising airline bankruptcies" ------------------------------------- You are subscribed as freeman () cc gatech edu To manage your subscription, go to http://v2.listbox.com/member/?listname=ipArchives at: http://www.interesting-people.org/archives/interesting- people/
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