I am copying the body of a letter I have sent to U.S. Airways. Our most recent experience on their airlines was absolutely horrible. I am still in process of finding out if travel insurance covers "executive movement". Something I never thought I would have to look into.
"Most recently I was traveling on your airlines and had the most horrendous experience. I would like you to reconsider the position you are putting travelers in with some of your policies.
We landed in PHX and were refused exit of the plane due to “executive movement”. We were told by the captain that all U.S. Airways planes were in the same situation and we would make our connections. Upon leaving customs they checked in our luggage for the flight immediately and told us to hurry to our flight that they were holding it for us.
We practically ran the entire way, but the flight was not held for us past 10 minutes. We arrived just after the doors were shut and were told to wait there 10 minutes and they would see what they could do. The loading personnel left the plane 10 minutes later and we were informed to go to Customer Service. The plane had been oversold and our seats had been given up. There were 11 of us stranded from this one flight.
We went to customer service only to be told they would try to get us out on a flight in the next day or two, but all flights direct to Minneapolis had been oversold so the chances were not good even on Standby.
I explained that my medication had been put in my checked on luggage as asked to by the attendant in Mexico and I no longer had access to it. Their response was they would call paramedics if necessary.
We were booked overnight to Charlotte routing to MSP the next morning, with standby for a flight later that night. We were told that there were no benefits to be extended to us, nothing for food, lodging, or anything to compensate us for our time and issues. There was not a single apology, rather we were treated like we had done something wrong and were to blame. Another guest offered her seat to allow us on the plane, and she was told she would not receive any compensation if she gave up a seat for us, only those passengers who were originally ticketed for the flight. Both planes were delayed due to “executive orders” and it had become clear to me that given only the ORIGNAL ½ hour to go through customs and re-check in for our next flight, that there would not have been enough time, since we were rushed through customs and could not make it.
I do not find this behavior acceptable. If you refuse to let us off one of your planes to reach the next one you should be accountable for this decision. Telling me you will call paramedics if necessary is not an acceptable answer. By the time paramedics are called, even though I will certainly live, further damage will already have been done to my heart, and my life expectancy decreased. I also think overselling without letting passengers know they may not actually have a seat is a poor ethics.
I was able to get out on standby later that night, so no harm was done other than a complete loss of relaxation which is the whole reason I took the trip. My husband, however, was unable to leave until the red eye flight and did not arrive until middle of the next morning with no sleep. In this condition he was unable to go to work, which at the very least he would have missed a ½ day.
I think we should both be compensated for buying more expensive tickets that were suppose to have involved 6 – 8 hours of travel, not 24 hours like my husband experienced. I think we should be compensated for the additional food we purchased, the missed day of work, etc.
I will be forwarding a copy of this situation and letter to the attorney general, and each of our senators and congressman about the gross state of affairs of your company. "