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A long layover on US Airways

Q: I recently traveled from Philadelphia to Dublin, Ireland, on US Airways. On the return flight, we had a stopover in Frankfurt, Germany.

We boarded the plane on time and waited to push back and taxi to the runway. For four hours we sat doing nothing, save hearing occasional updates from the pilot.

Finally, the aircraft mechanics discovered the problem — a fault with a valve in one of the engines. They installed a new part and fired up the engines twice to test it. Both tests were successful, but we sat on the runway for two more hours waiting for a fuel truck.

Then US Airways canceled the flight and informed us that it wouldn’t be able to get us to our destination for two more days because it didn’t have enough planes or sufficient crew.

The airline representatives in Frankfurt were courteous and professional, and put us up in a nearby hotel. We were told that we were entitled to 600 euros in compensation for the delay. But when I returned to the United States, all the company would offer was a $200 voucher that had to be used on US Airways. How can this be possible?

— Michael Nelson, Orange, Conn.

A: My initial reaction, like yours, was: It can’t be possible. Surely you’re entitled to more than $200 in airline scrip for a two-day delay overseas.

Then I read the rules.

Under a traditional airline contract of carriage — the legal agreement between you and the airline — you are entitled to everything from phone cards to meal vouchers when your plane breaks down. What’s more, the airline has to put you on the next flight to your destination, even if it’s on a competitor’s airplane.

But US Airways seems to have broken with tradition. Its own terms of transportation are clear about the limits of its liability. “US Airways is not responsible or liable for making connections, or for failing to operate any flight according to schedule, or for changing the schedule of any flight,” it says.

The airline will cover only “limited expenses” during a mechanical delay and “may” attempt to rebook you on the next available flight of another airline “with which US Airways has an agreement allowing the acceptance of each other’s tickets,” say its terms.

The Frankfurt ground crew was right about the 600 euros, but wrong about the circumstances under which a check is cut. That compensation is offered only to customers who have involuntarily been denied boarding on their flight and arrive at their destination more than four hours later than the scheduled arrival time of the original flight.

According to US Airways, its regulations for flights originating in Europe let the carrier off the hook “if it can prove that the cancellation is caused by extraordinary circumstances.” Among the circumstances: “unexpected flight safety shortcomings.”

“We interpret ‘unexpected safety shortcomings’ to mean mechanical trouble,” said US Airways spokesman Carlo Bertolini.

US Airways offered passengers who complained about the delay a $200 “goodwill voucher” - but no more.

The ground crew who promised you 600 euros erred. But don’t go too hard on them. In a column several weeks ago, I confused Cheapseats.com and Cheaptickets.com. Easy mistake to make — and so was this one.

US Airways is right. But that worries me. I’m concerned that passengers’ rights are being eroded with each revision of an airline’s contract of carriage. I suspect US Airways is hardly alone in rewriting its responsibilities to better suit its bottom line. And I wonder if the day will come when the contract will allow an airline to wiggle out of its obligation to fly us anywhere at all.

You don't want to get me started on some of these new airline rules. Bottom line in my book - travel on an airline that is NOT bankrupt. AA is my favorite. I travel 2x per week with them and have never had a serious problem. CO is another story. They wrecked one of my trips to CR and I actually never arrived. We missed a connection in Houston and they said - tuff stuff. I told them to send me home because they wouldn't cover anything - hotel, food, nada. It was a short weekend trip and I figured a lost night was not worth the hassel and cost. After 3 hours of negotiation with air-headed and burnt-out ticket agents, they finally agreed. They sent me home and refunded my miles. But, I swear, I consider CO miles to be worthless. The airline sucks at customer service.

_________________
http://TipsCostaRica.com for pratical advice on living in Costa Rica.
In order to write about life, first you must live it! - E. Hemingway.

That JUST happened to me!

I was set to fly out tonight, went to the airport 2 hours ahead of time as normal.

I end up standing there for about an hour without making any progress in the line, when FINALLY a rep comes over and tells me that I wont be getting on the flight, because they overbooked 100 SEATS!!

I guess, one of taca's flights to NYC was cancelled yesterday, so they were putting those people on my flight, and thus pushing us onto other flights.


In the end, they end up sticking me over at Best Western Irazu, giving me a bunch of coupons at Dennys, and 250$ travel voucher.

Butttttttttttttttttttttttttttttttt, I tried argueing AA had a flight out tonight, and that they had to put me on it. The supervisor tried telling me that they dont have the rights to put people on AA flights.

They like to twist these rules around quite a bit.



THEN! I was set to have a flight from JFK to Halifax tomorrow, which Ill miss. Now, AA is telling me " I " have to pay 100$, because of the changed flight.

Now, I can see that being true if I actually missed my flight. I didnt miss my flight though, I was there 2 hours ahead of time with all the proper paperwork. Why would I have to pay AA for Taca's BS mistakes?

Do I understand the rules completely wrong, or does Taca not have to take care of all missed other flights?


Im going to head on over to AA's head office in San Jose tomorrow, then over to Taca's if nothing happens there. I cant see how it can end any other way then Taca paying the fee's. Considering they are under the same grouping, wouldnt it be really easy for them to huck me on another flight?

Jmac,
I think of a better way to spend an extra day in SJ than going from AA to Taca offices ane arguing with a bunch of people who couldn't care any less about your problems.

You can settle it when you return home.

Go to ZB and get a massage and you'll forget all about your airline problems. At least temporarily.

NO, NO, NO, don't EVER wait to "settle" something like this until you get home. The longer you wait the less likelihood of getting anything out of them. The agents at the gate have the power to handle this sort of thing.
They have a lot of leeway on what they will do or what they will give to you.

Most airlines will put you on the next available flight. TACA may not have agreements with other carriers so you might just have to deal with it.

I doubt that the people in their offices will do anything but you can try.

You have to KNOW YOUR RIGHTS before you leave home and stick to them. Be polite but FIRM!
If you can't get satisfaction AT THE MOMENT then you start gathering all info and names for your report when you get home.

As for TACA, I tried to find a copy of Rule 240 (if they have one) or their "Contract of Carriage" on the internet but couldn't.

I did find an interesting story about a lady having articles stolen from her carry-on that they made her check at the last minute.

I won't print the entire story but it does give you an idea what type of business practices and customer service TACA uses.

IN THE MATTER of a complaint by Teresa Torres against TACA International Airlines, S.A. carrying on business as TACA Airlines, concerning the loss of certain items from her checked baggage on flight No. TA622 from San Salvador, El Salvador to Toronto, Ontario, Canada, on August 8, 2003.
http://www.cta-otc.gc.ca/rulings-decisi ... 005_e.html

My experience with US Airways is that their customer service staff is incompetent, will lie to you, will cheat you. As long as the weather is fine and their aircraft are working, it's an "ok" airline. But wait til the wheels come off; that airline will screw you to the wall.

Jmacaula wrote:



Witling wrote:



Hard to believe that TACA has no agreement with AA. They reward Distancia miles for travel on AA and AA rewards AAdvantage miles for travel on TACA and each allows you to redeem your miles on the others flights.

Technically if the supervisor actually stated " they dont have the rights to put people on AA flights". That was a true statement but nevertheless disingenuous.

They have to ask AA to accept a passenger they can not just place you on the flight. The supervisor was dancing around and using semantics as the tune to dance too.

_________________
Pura Vida
Only Irish coffee provides in a single glass all four
essential food groups:
alcohol, caffeine, sugar and fat.
Alex Levine

Friggin' airline policies these days are about as flimsy as policies associated with taking a chica to your room. I've been flying on business for 10 years. I'm sick of some of the scams they pull.

I've been bumped off a plane and stuck on a bus.

I've been stuck in a city for two days with "zillions" of flights going out.

The contract simply states that they will get you from A to B typically. It doesn't say when or how.

After years of experience, not including airlines that I've not flown, these are the best airlines in the American region in descending order of quality:

1. American
2. United, Delta
3. Continental, Northwest
4. America West, US Air

I imagine TACA might be on the bottom of the list. This is just by word of mouth. They suck!

I don't even get angry anymore, because I'm callous to their bullshit. This is the by product of a Ogilopoly. If they lose your business today, they know that eventually they might get some back, because it is too expensive and there is too much red tape for other players to get in the business.

Since they are all going to phuck you eventually, I propose a new airline called Tica Airlines. Hot flight attendants... private rooms for "gooooood massajes" and "goooodddd blow jobs". Clothing optional.

_________________
http://TipsCostaRica.com for pratical advice on living in Costa Rica.
In order to write about life, first you must live it! - E. Hemingway.

Chi_trekker has my vote for President !!!

_________________
You ALWAYS have an option ....... "NEXT" !!!

Ah, Ive been away from the comp the last few days, but I have some good news.

In the end, I went over to Taca's office in San Jose, and pretty much told them the exact same thing I told the ticket agent at the airport. 4 hours later, about 50 walking trips between Taca and AA, and FINALLY they made an agreement.

I ended up getting:

1 - 350$ Taca travel voucher
2 - 1 night stay in Hotel Best Western Irazu
3 - 20 minute international calling card
4 - "1" free ride into downtown
5 - FREE FIRST CLASS flight on Delta Airlines from New York to Halifax
6 - 3 meal vouchers at Denny's restuarant


I kind of scammed them on the money. The lady at the airport provided everyone with 200$, but then gave me 150$ additional because I had to make changes on AA in New York.

Later, at the office we found out that since I booked AA on airmiles, no changes could be made. Thats where the numerous walks between AA and Taca occoured, trying to get some kind of agreement to let me on AA in New York.

Eventually, they said OK, but they could only fly me out March 3rd, which was crazy. I couldnt stay there another 3 days unexpectingly.

The manager at Taca's office then said, "OK, this is getting out of hand, so just find a fligth and we will send you home"...so that is what I did!

Funny thing is he even mentioned some airline rule, about them having to make up for any lost connections, regardless of what class it is.



But damn, I arrive back in Halifax and my luggage is lost

Good thing their offices are so close together.

Glad things worked out for you Jmac. Persistence payed off but cant help having the feeling that they got the last laugh when you wrote:

_________________
Pura Vida
Only Irish coffee provides in a single glass all four
essential food groups:
alcohol, caffeine, sugar and fat.
Alex Levine

Yeah the offices are about a 3 minute walk apart, so it wasnt so bad.

The whole situation was frusterating, but I remembered reading on here that it was the airlines responsibility to cover such incidents, not mine.

TACA does have a very good customer service program, much better the what I was experiencing with AA.



Oh boy, Colombia is looking all so much better now that I have that travel voucher. It will put it close to the same price of CR. Even Brazil would be worthwhile to look into I suppose!

Lost your bags!? Wonder how that happened-

Think I'll continue with my carry-ons.

_________________

Living well is the best revenge
http://www.youtube.com/watch?v=MwUtj_YnNoY

Hey I get 25$ a day for letting them hang on to my bag!