Adieu, US Airways. Adieu.

Dear US Airways,

I just received disturbing correspondence from the “US Airways Dividend Miles Audit” Guy or possibly Girl, chastising me for misusing my dividend miles account. Admittedly, I have purchased tickets for my sons in the past utilizing my dividend account number, and your high quality on-line site has allowed me to purchase said tickets under their names and applied those miles to my account.

This lead me to believe that there wasn’t a problem with this practice. Then when your system automatically upgraded me or my sons on one of these trips, I assumed your company knew what it was doing, and accepted this little perk with a cheery “Kudos, US Airways!”.

Thus, I was quite content in my pocket of ignorance, until…

While checking a bag for my son upon his return to Detroit, one of the disgruntled, customer service harpies decided to give me a tongue lashing (and not in the good way) for manipulating the system into getting my son an upgrade. When I advised her that the system had made the upgrade automatically, she made it her personal mission, nay eternal purpose, to ensure my 16 year old son flew coach, and told me that she could have my Silver Preferred status revoked.

Evidently she got the incantation wrong that time, because my “Silver Preferred” power only increased. Yet, fate is a cruel mistress, and once again I found myself at the US Airways ticket counter with a suitcase that I was loathe to check, but required nonetheless.

As if on cue, two representatives of the customer service coven charged me $25.00 to check said bag. I argued that as I had used my dividend miles number, it should be free, but alas I was trumped by the sirly Wanda Sykes clone that offered to read the policy to me out loud. I acquiesced, paid my fine, and after fifty feet admittedly made a durogatory ethnic reference for which I was later very ashamed.

I had just put the past behind me when I received your letter advising me of my malfeasance and threatening to “monitor” my dividend miles account at any time…possibly even as we speak. Therefore, I think it wise we part at this time, Dear Dividend Miles. It has been sweet, but you’re starting to creep me out…plus your ugly step-sisters at the Ontario counter are just too much drama.

I’ll always remember the hot towels and semi hot breakfast pita we once shared, but alas I now prefer to return my preferred status and embark on this journey alone…or possible with Southwest. She’s a spirited one.

Adieu, US Airways, adieu.

One response to “Adieu, US Airways. Adieu.”

Deana Worth, Customer Relations, US Airways Corporate Office

July 5, 2011

Dear Mr. Schultz:
Thank you for contacting Customer Relations. We appreciate hearing from our customers and having an opportunity to address their concerns.
Contrary to the behavior you witnessed, our employees are trained to be professional and attentive to the needs and concerns of our customers. Given your description of the service you were given related to the use of your Dividend Mile account, and the agent checking in your luggage on your recent US Airways travel, our employee’s actions were not reflective of our commitment to providing quality customer care.
I have documented your experience for review by the relevant supervisory staff and appropriate Manager. Additionally, this incident will be discussed with the employee and handled internally.
Mr. Schultz, as a Silver Preferred Member, I realize you traveled with US Airways often and we particularly value your input. Thank you for bringing this to our attention.

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