Dear Blog friends I need your input.
I don't think US Airways is dealing with me fairly.
Do you?
Please read my story and vote on the poll on the top of my sidebar.
On my recent flight on US Airways ..
My arm got burnt by hot water falling off of the beverage cart
and
My suitcase got crushed to pieces and ruined
I took these pictures after I was burned ,while I was still on the plane.
The hot water pitcher fell of off the beverage cart. Hot water spilled on me soaking my jacket and burning my arm. As you can see the burn covered quite a large area.
It remained tender and sore for days.
On top of that my suitcase got ruined.
The plastic inside was crushed into many pieces.
The wood inside the plastic and fabric was crushed and splintered.
My bag is totally ruined.
I thought US Airways would offer to replace my suitcase and give me a complementary ticket voucher as compensation.
I have had several friends who have been given free tickets for much less.
I expressed this in an email to US Airways (you can't call in a complaint)
I got the following offer:
$25 off of a round trip ticket costing $150-$249
$50 off of a round trip ticket costing $250 to $399
$75 off of a round trip ticket costing $400 to $499
$100 off of a round trip ticket costing $500 or more
I replied and told them I was not satisfied with their offer.
(One friend got a free round trip voucher just because the beverage cart was blocking her way to the bathroom and she had to wait to use it because they wouldn't let her go into the first class bathroom. My blog friend, Jan told me that she and her friend both got round trip tickets just because there was a mix up with the seats and they didn't get to sit by each other.)
I got this reply back from US Airways:
"I apologize for the incident on the flight; however, after careful evaluation, we were unable to discover any additional concerns causing us to reconsider our original compensation. "
Well....there you have it.
I have heard nothing back about replacing my suitcase and they are only offering me 10% to 20% off the cost of my next ticket purchased depending on the cost.
I don't think they are being fair.
Am I being unreasonable? (I don't want to be unreasonable)
What do you think?
Please vote on my sidebar poll. It is located at the top right side of my blog.
Also I would appreciate it if you would ask your blog readers to come over and vote.
The poll will be open for 6 days. I really want to know what you think.
Thanks, Lura
Thanks, Lura
31 comments:
I don't think you are at all! Ouch! You poor thing! I hope you feel better!
You are definitely NOT being unreasonable. A friend and I were traveling together and there was a mix up so we did not get to sit together so they gave each of us a free round trip ticket for anywhere in the United States. It was only a 50 minute trip. I can't believe that after both a burn and a ruined suitcase that they are being so dismissive. They are in the wrong in my opinion!
US Airways owes you big!
The customer is always right.
Especially when that customer has pictures...yikes!
Hope your arm gets better soon!
Good Luck!
Lura, I think that the airline is behaving in a disgraceful manner! I think, personally, that you should get a lawyer on their case. I bet they'd soon cough up. The fact that you were burned shows negligence on the part of those that are working for them, and I can't believe that your case has been destroyed as much as it has and they haven't offered to get you a new one! That's just plain wrong!
On a side note, I did so enjoy our phone conversation last night very much!! I hated to have to say goodbye when my VT's arrived. I have missed you so much while you were away, even though I knew you were having a good time with your family and I was happy for that! I wish I could reach through the computer and give you a great big hug right now. I love you dearly. XXOO Give my love to John as well!
Do you know the name of the boss of the airline? Try writing to him/her. Copy it to a newspaper (make sure Mr/Ms Boss knows it). If there is no reply I think you need to get a lawyer to write the next letter.
For goodness sake you were INJURED. Injured arm, damaged jacket, wrecked suitcase. damaged contents(?), mental anguish, legal costs.........Know what Lura? You're too nice! That's reason enough for them to be offering far more even than you asked. They should be grateful you're not feeling litigious!
If you slipped and hurt your arm in Wal-Mart THEY would cough up.
At least UK is little enough so most people make do with the train!
OOOH - sorry to go on but they make me so MAD.
Much love, Angie, xx
Couldn't you even call a ticket agent and then ask to speak to a supervisor?
So sorry to hear about what happened (I am hopping over from Angie's post about this).
blessings,
marcy
I'm sorry to hear of the accidents on your trip. I hope the burn is healing all right and that they do compensate you for a new suitcase. That would only be fair and the least they could do.
I would definitely try to speak to somebody higher up. Yes, it was an accident, but that's why you have policies in place when an accident happens. Surely, you can find a number to call and speak to somebody.
I hope you arm heals quickly.
I voted. I hate US Airways. They don't know what customer service is. I'm not in favor of frivolous lawsuits, but this isn't one. Sue 'em.
The fact that you were burned seems far more significant than the suitcase! Just that alone should be reason enough for them to be concerned and bending over backwards to help you.
The lousy response certainly makes one NOT want to fly with them.
If they decide to buy you a new suitcase...I would go with PINK
Lura I'm so sorry you have had to go through this incident. What caused the water to fall on you? Was it turbulence or did the attendant fumble? Air turbulence is not predictable and would impact the way I felt about it happening. As for the suitcase I'm not sure what happens when they disappear from sight on that conveyor belt! I envision elephants walking all over them before they get to the plane! I think the fine print tells you that damage might occur. However, that does seem to be an inordinate amount of damage! I believe that if I were a company in business that relied on customer service I'd be doing more than they've offered if I wanted return business. I believe that I would be looking online for a name - a real person I could talk to. And I agree with someone earlier, I'd write to the President of the company if I had to. I don't know the bottom line but replacement of the suitcase and/or a free ticket would seem appropriate. blessings, marlene
The airlines might be having a hard time making a profit (like a lot of places are), but keeping customer care as a priority would serve them well in the long run.
I think they muffed this one and that you should pursue a supervisor to review it.
You could definitely sue them, in my opinion. They were negligent, you were injured- they owe you BIG. Plus the suitcase, they need to replace that, as well.
Hi Lura I popped over by way of friend Angie's blog.Sorry to learn about your accident and what a terrible thing to happen...OUCH!! scalds don't half hurt.I pray your arm heals quickly.As for the suitcase I have had many ruined on flights and never thought to claim at all.Not cheap ones either.Goodness knows what thye do with them once they dissapear out of our sight I have always thought.It makes my blood boil when people are so ignorant.I do hope you get some satisfaction.You give it to them gal in every way possible.I DO feel strongly you should be compensated and not just with a flight ticket.Take Care God Bless Kath xx
Hi Lura. I did your poll, but was in a hurry so didn't leave a comment. Most definately you should be reimbured for your damaged luggage, and also should receive a free ticket. Maybe you need to talk to someone else..because whomever you talked to the first time gave you the runaround. Poor customer service to say the least. Hope your arm is healing..it looks like a nasty burn. Good thing you had the foresight to take the pics.
JoJo is doing good. He was sick right after the surgery, but is bouncing back. He will be in a cast for about 4 weeks, then the cast will be changed to a walking cast.
Ned and I went to West Yellowstone with my youngest daughter Mary, and her husband Greg. It rained quite abit, but we had lots of fun. Saw many, many wild animals. I am going to put a slideshow on my blog (if and when I find the time.) Right now Ned and I are VERY BUSY. The days seem to fly by.
I am taking a Power Point class so that keeps me out of mischief.
Take care..and I hope things will work out the best for you. LOL
Hey Lura!
You are not being unfair at all. I don't even think it matters the circumstances of how/why the pot fell on you, if you are on a plane and serving piping hot water/coffee then it should be well secured. My husband was on a Continental flight and the flight attendant spilled a little bit water on the guy's jacket next to him and after cleaning it off, she returned with a free ticket voucher for him. They are being unfair, so keep up the battle. The only way for evil to triumph is for good men to do nothing!
I voted. Write them a certified letter and tell them you have a blog and will publicize their poor service. If that doesn't kick them into gear, do it! No one is flying so they should be nicer!
they're just lucky you aren't suing their butts! geesh. i guess they don't want your business anymore. and they won't get mine either! no one burns my lura and gets away with it! :)
if emails aren't working, maybe an actual typed letter in the mail to corporate would do more good? that usually gets the bigwigs to actually do something. that way its not just customer service you are dealing with. they don't have much pull. joey and i got two free tickets once for a detailed strongly worded letter we wrote.
either that or get a lawyer!
I think you have every right to expect more from them then a tiny discount. They should definatly be wanting to make you happy since you were burned. And the luggage is like a cherry on top. Keep fighting. I also think a letter in the mail may get you farther.
Lura, something that has worked well for me was to write AND email the company something like this:
I am not satisfied with the way you have handled my complaint. This is what i want. #1. A ticket and #2 a new suitcase. You have 2 business days to respond to this. If not, then I am sending my complaint along with pictures of my painful bodily injury (burn) and damaged suitcase to the Consumer reporters of the local ABC, NBC, CNS and Fox networks to see if they would be interested in publicizing this case. I give the actual names of the reporter too and list the actual local networks so they know I have done my homework!
So far it has worked every time. I have gotten what I asked for. I never ask for more than what I paid for or what needs to be replaced.
Good luck, I hope you get some compensation!! And I hope your arm feels much better!
hugs, Linda
Just asked a friend of mine her opinion on this, since her hubby works for another airline, and has many family members that work for airlines (not US). She says normally baggage claim centers have bags on hand to replace your damaged one on the spot for free, and that should have been done. Since it wasn't you have the right to ask for a replacement. The percentage off the next flight is normal.
Oh Lura! How terrible. I am so sorry. I think they should do something after all of that.
They are horrible about compensating though, my mom had her new digital camera stolen out of her suitcase and they never paid her for it. I hope they treat you better!
XOOX
Jen
Hey Mom,
Can't believe they are being so stingy. Geese! After all what would it hurt them to give you a ticket? I know I won't be flying with them again. Love you
Hi this is Amanda THAT IS TOALLDY NOT FAIR they should give you a FREE BAG AND TICKET wow i am mad i voted the first one
I m really so sorry by you dear Lura, OMG!! I voted and I hope they give you and other suitcase and a free ticket, so bad this happens I thinks USA Airways was really serious!
Dear Really I hope you are OK soon!!! huggs!! Gloria
Hello Lura
You have had a rough trot with this
stupid airline. I would not accept anything less than a new suitcase and flight compensation. Did they administer any first aid to you when you were scalded? That could have been much worse. I hope your arm is on the mend now, poor thing.
We're all behind you, so go get 'em!
Cheers - Joolz
Lura, I am so sorry for your terrible situation! You are seriously one of the nicest people I have ever met! You do not deserve to be treated that way! I think you should take the adivice of Linda! That sounds like it might get some much deserved attention! Sending you love and cyber (((HUGS)) Kelsi
That is customer service of the worst kind! I would send them a link to your blog to see just how much it's really cost them! Makes me think about flying with them for sure.
That stinks mom!! I can't believe they would be unaccommodating! That is terrible!
Please keep us posted!
that is not right... they should give you a lot more
Just one man's opinion, but one I hope you'll consider: since the airline has chosen not to be responsive to you, perhaps they would be more responsive to an attorney contacting them on your behalf. Many's the time it's been known to make a difference. (It would be a real shame if the newspapers found out about this, wouldn't it?)
Best of luck,
Ben
http://ben-better-left-unsaid.blogspot.com/
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