Two years ago, I told the story of US Airways essentially holding my wife and children hostage in Georgia, demanding that we pay hundreds of dollars in change fees so that they could fly home a day later than originally planned. They couldn’t fly on the original date because my wife had a serious illness which (a) made it impossible for her to care adequately for all the kids on the airplane and (b) would have been contagious to all the other passengers.
The way we were treated was awful for two reasons: (1) US Airways policy no-exceptions policy about ticket change fees is offensive, insensitive, and unfriendly and uncaring to passengers; and (2) throughout our experience, it ranged between difficult and impossible to reach people at US Airways who could help us, and when we did, we were often treated with disdain.
As bad as our experience was, a story which was recently shared with me seems worse, so I wanted to share it with my readers.
This story comes from Andrew T. Draper, one of the pastors at the Urban Light Community Church in Muncie, Indiana. The following are his words, written in the form of a letter to the CEO of US Airways.