I had to cancel a scheduled flight on USAirways due to my mother having a stroke and, unfortunately, passing away. I had a year to re-use the travel voucher. To book this flight, I had to speak to a USAirways reservation agent. I could not book online or through an automated system. I had to speak to an agent on the phone. When I tried to book the flight, they were having bad weather issues. Everytime I called I received a message that said that their system could not handle the call volume and to try later, then I was disconnected. I tried and tried for days, calling up to 8-10 calls a day. I received the same recording. I, finally, sent them an email telling them of the issue I was having getting through and requesting an extension on the voucher to use after the weather issues we over. I received a standard email response stating that I would receive a response within 14 days. Eight days later I received a response saying so sorry but no extension. I had to just keep trying to get through. I did keep trying to get through. I got the same recording. I found a number for the USAirways office in Tempe, AZ. I called the number, got an operator that said she could not help me. I asked if she could connect me or give me a number to get through to CEO Doug Parker's office. She acted like I was crazy! She stated that NO ONE gets to talk to Mr. Parker. I told her I didn't expect to speak to Mr. Parker, I just wanted to get through to his office. She told me that it was impossible for anyone to get through to Mr. Parker's office.
I sent another email to customer service (I use that term lightly) and received the same standard email stating that I would receive a response within 14 days. I never received another response from USAirways. My voucher expired and I'm out $400. I wonder how much money USAirways makes from this type of action. I bet it's a lot!
USAirways has become so large that they don't have to care. CEO Doug Parker has done an incredible job shielding himself his customers. I'm over traveling on USAirways. If lucky, they'll, eventually, go bankrupt from lack of customer service.