(Follow the whole story at http://blog.kamens.brookline.ma.us/tag/trapped-in-georgia/.)
I faxed the letter below to the U.S. Airways customer relations department over 40 minutes ago. So far, no response (no surprise there).
I then tried to call them using the toll-free voice number on the slip of paper they gave me at the airport (to tell them I had sent them an urgent complaint via fax), and I was greeted with a recording informing me that their call volume (complaint volume, more like) was so high that they couldn’t take my call and I should write to them through their Web site instead.
Then I tried calling the long-distance phone number given on the slip of paper as “alternate tel,” and I got a recording informing me that I had dialed the wrong extension (I didn’t dial an extension!). Love it!
Finally, I tried the original toll-free voice number again, and this time I actually got put into a queue, where I’ve been waiting for almost 25 minutes.
February 23, 2009
Customer Relations Department
Fax: (480) 693-2305
To whom it may concern:
This letter concerns the reservation with code ______ for my wife, ______ Kamens, and our five children, ______, ______, ______, ______, an ______ (flying as a lap baby).
I have just posted the attached article on my blog at http://blog.kamens.brookline.ma.us/~jik/wordpress/2009/02/23/us-airways-stops-pretending-to-care-about-its-customers/.
You have until 2:00pm (Eastern time) today to contact me about changing my family’s reservations without charging us $750 in change fees.
If I do not hear from you by then, then I will be sending a copy of this article, along with a suitably outraged cover letter, to:
- The Boston Globe
- The Boston Herald
- The New York Times
- The Washington Post
- The Wall Street Journal
- The Arizona Republic
- Senator Ted Kennedy
- Senator John Kerry
- Rep. Michael Capuano
- President Barack Obama
- Rep. James L. Oberstar, the chairman of the House Committee on Transportation
- Rep. Jerry F. Costello, the chairman of the House Subcommittee on Aviation
- Senator John D. Rockefeller, the chairman of the Senate Committee on Commerce, Science and Transportation
- Every travel-related Web site I can find
In the end, perhaps we will end up being force to give in to your highway robbery, but I assure you that I will do everything in my power to make it cost you far more than that in lost sales, bad publicity, and future efforts by the government to clamp down on outrages like this.
Furthermore, I assure you that no one from my family will ever again willingly set foot on a U.S. Airways plane. You may get $750 from us today, but you’ll never see another penny of our money.