By all accounts, US Airways flight 1860 from Punta Cana to Philadelphia did not go well on Aug. 15. A tropical storm forced the airline to cancel the flight. Then, armed guards ordered 274 stranded passengers out of the airport. They were abandoned.
Could the airline make things any worse? Yes.
US Airways appears to have blown an opportunity to compensate its passengers in a meaningful way after their customers suffered through a terrible ordeal.
Here’s what one passenger wrote to the airline after returning home:
US Airways did not show any interest or concern for this planeload of people in any way. All we really wanted was to have flight information for our return home. It was one of our worst experiences ever. US Airways really didn’t care if we got home at all. We’re very, very dissatisfied.
What would you do if you were running the customer service department? Maybe offer them a few vouchers for a future flight? Certainly, apologize.
Here’s what the passenger received from US Airways:
I sincerely apologize for the inconvenience you experienced when Flight 1860 was cancelled due to Air Traffic Control. You have every right to expect our flights to operate as scheduled. We certainly don’t intend to cause difficulties for our customers and realize that any service failure, even when the cancellation is mandated by Air Traffic Control, creates a negative impression of our company.
All airlines must adhere to the instructions given by the airport’s traffic tower. We realize the cancellation of your flight was a frustrating situation; however, the flight was cancelled in conjunction with airport conditions and information from the airport tower.
Deteriorated weather conditions made flying to Philadelphia an impossibility. It became apparent an improvement in this situation was not going to happen. Safety considerations are paramount to all concerned and override flight schedules. We realize this was a frustrating situation; however, the flight was cancelled for safety reasons.
In order to ensure that all carriers remain focused on safety, aviation regulations do not require airlines to pay compensation for consequential expenses because of delayed or canceled flights. This would include such items as hotel expenses, telephone calls, lost wages, missed meetings and other personal expenses including purchasing alternate transportation.
I’m sincerely sorry for the difficulties and the inconvenience you experienced on this trip. Regretfully, per policy and guidelines this is not a compensation issue.
US Airways is technically correct. Per its Contract of Carriage — the legal agreement between it and its passenger — it owes customers nothing.
But common sense tells you it should do something, even if it means sending them a couple of hundred bucks in vouchers that will be impossible to redeem (or that the passengers will refuse to redeem). But “this is not a compensation issue” is unacceptable.
US Airways can do better.
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I don’t see why US Airways should be coughing up any cash. Sometimes you get stuck somewhere due to weather… it happens. The fact that the airport kicked the passengers out is not US Airways fault, nor do I see why they should be expected to pay for it.
SirWired
Yes, the treatment of those passengers constituted abominable customer relations, even though USAir was strictly adhering to the contract to which each of those passengers excplicitly agreed when they bought their tickets. But the fact is that everyone already knows that all airlines treat their customers as nothing more than self-loading toxic cargo. Everyone already hates airlines and puts them in the same category as used car dealers, politicians, cable TV companies, and the TSA. Passengers already expect to be dumped on, ignored, or abused for any reason, or for no reason at all just because that’s how airlines operate. And airline executives know that no matter how horrible an experience a passenger has, he or she will almost certainly be back at the airport soon enough for another round of abuse because there’s no other choice.
So the decision to simply abandon those passengers was a good business decision. People’s opinion of their company is already so negative that this incident is just a drop in the ocean. It will probably be forgotten quickly as well, since there surely will be another instance of abominable airline “service” that will displace it in the press.
So why would it make any sense to waste even a penny of the shareholders’ money on palliative “compensation” that the contract of carriage explicitly states they do not owe? The shareholders would get no benefit from the expenditure, and the ungrateful passengers would probably whine and complain just the same even if the company did waste some money on a useless token gesture.
Air travel today is a crapshoot. Most people “win” (i.e., they arrive at their destination reasonably close to the scheduled time, mostly alive and with most of their belongings). A few people lose, but the airline isn’t responsible (it says so in the contract). The lesson here is that passenger are fully responsible for helping themselves when things go wrong with a flight. The sooner we get over obsolete expectations based on what air travel used to be, the better we will adjust to the Reality of Travel in the 21st Century.
I agree that USAir didn’t have to break into their pocket money to help the passengers and that compensation wasn’t due since the cancellation wasn’t their fault. However, a lot of good will could have been generated had an airline representative interceded with the local airport staff on the passengers behalf. There’s a lot of “it’s not my job” in every industry these days and the USAir staff in Punta Cana could have at least tried to help. I’ve been to that airport and arranging transportation and lodging would have been way beyond my abilities. Not only did I not speak the language, I had no clue where anything was in the vicinity. A little kindness and leadership would have had those passengers thanking USAir, not cursing them. The airport personnel did their airport and their country no favors, either. Instead, the passengers were left outside the airport with very few resources in the middle of a tropical storm.
Brilliant job all around on both USAir’s and the airport’s part. There are responsibilities beyond the job responsibilities.
There’s a major distinction to be drawn (as Chris himself is saying) between what the airline is *required* to do and what they *should* do.
274 people. If US Airways had given each of them a $200 voucher good only on a non-deeply-discounted fare for a flight within one year, the maximum payout, down the road, would have been a little over $50,000. Given that probably half the people would let the voucher expire unused, and that many of the rest would buy a higher-fare-class (than they would have otherwise) ticket in order to use the voucher, that payout would be limited to probably somewhere between $10,000 and $20,000.
How much ill will did this decision cost them? Assume everyone on the flight told their friends and family about their experience (“They left us stranded for two days down there and wouldn’t pay anything for our lodging or food!”). How many people, per passenger, will book away from US Airways? Hard to estimate reliably, but I’d suggest it will cost far more in revenue than the miniscule payout that would actually be redeemed.
So from a business perspective, it’s stupid.
From a moral perspective, it’s horrible. You cancel the flight (even though it’s legitimately for weather), and you sit back and watch as armed guards force people out of the airport at gunpoint, and you don’t feel any responsibility at all to try to help people find a place to stay?
I find it funny that the public has been haranguing for “CHEAP” airfares for so many years, hurling the airlines into bancruptcy, and whenever they run into problems, are surprised they are on their own. When the airlines can no longer afford the jet fuel for the flights, what makes you think they can afford to throw money to anyone inconvenienced in ANY way? They are, unfortunately, just a step away from closing their doors for good, and in all fairness, can’t afford to make these big gestures when the situation is out of thier control.
The airlines can no longer afford the jet fuel for the flights..
They pay less than you or I pay at the pump per gallon, volume or not.
unfortunately, just a step away from closing their doors for good…
A fair point, except if it wasn’t for the compensation following 9/11, (READ: Government bailout) none of them would be in buisness TODAY.
How many flights are canclled due to a tropical storm like this a year?
Five, Ten at max? assuming the above cost per passanger compensation is capped at $200 and the math above is correct what would US Airways loose (see Kevin’s post above). It’s fairly obvious that, guess, what, US Airways will loose money for not compensating these passangers. Guess what?
I’m never, ever flying US Airways after reading this story. Ever. Even with a gun to my head. Is that clear?
So to try and blame this on the passengers, Linda, is not only false, it’s just plain stupid, as has been clearly pointed out, from a buisness perspective.
What was your point again now?
I’m curious but when was the last time ‘Air Traffic Control’ canceled a flight? AIRLINES cancel flights.
when and if the Dominican ATC ‘canceled’ the flight all it needed was a little personal help, if you know what I mean . . . a couple of Jacksons and the flight would have been on its way. Instead it was a PR disaster to be piled onto more PR disasters.
On August 28th, 2008 at 5:30 pm Mike Simonson said
How many flights are canclled due to a tropical storm like this a year?
Five, Ten at max? assuming the above cost per passanger compensation is capped at $200 and the math above is correct what would US Airways loose (see Kevin’s post above). It’s fairly obvious that, guess, what, US Airways will loose money for not compensating these passangers.
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So?……Let’s compensate for HURRICANES only?……Why NOT snow storms?
FOG?……..Sand storms, they get them in the southwest.
Years ago, airlines didnt allow you to change your ticket itinerary unless you bought an unrestricted airfares. Now, due to storms, airlines allow you to change your plans:
http://phoenix.bizjournals.com/phoenix/stories/2008/08/25/daily53.html?ana=yfcpc
US Airways Group Inc. is waiving change fees for passengers who could be impacted by tropical storm Gustav. The storm is moving through the Caribbean and is expected to enter the Gulf of Mexico and potentially hit the U.S. as a hurricane in the coming days.
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continued comment: Wasnt this storm predicted in the carribean days before it hit Punta Cana? Why didnt they leave EARLY?……OR LATER? Loss of THEIR COMPENSATION for hotel expenses, maybe? Added expenses for NOT having TRAVEL INSURANCE during hurricane season, maybe?
I dont understand why the flying public thinks the airlines have this ENDLESS COMPENSATION for all that goes wrong when traveling.
I, certainly DO NOT get compensation when my dentist cancels my appointment, and he has.
I, certainly DO NOT get compensation when I’m at a ballgame and WEATHER cancels the event.
I, certainly DO NOT get compensation when I go to a concert and it’s cancelled.
IMAGINE THAT………other CORPORATIONS not offering compensation either!
There happened to be a corporate travel manager that was supposed to be on this flight w/ his wife. He was treated like crap. His company is based outside of Philadelphia. If US Airways would have treated these passengers with some courtesy and respect it would have gone a long way. His company had booked close to $300,000/year in airfares on US Airways. There was a memo out that US Airways is not an appoved carrier anymore. Guess who loses on this one? Another nail in the coffin? Perhaps.
There happened to be a corporate travel manager that was supposed to be on this flight w/ his wife. He was treated like ****.
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Just because he didnt LIKE the answer from the airline employee, doesnt make it RUDE. You would THINK a “Travel MANAGER” would have the common sense to rebook out of that storm. This is the age of the internet. There’s easy access to information on weather to make a judgement on your travel plans.
We all know what happened down there. The employee stated, “The flight has been cancelled due to weather”. The angry mob of passengers didnt like that answer and elevated to DEMANDING different results for THEIR LACK of making alternate plans in the eye of a LARGE STORM.
http://WWW.WEATHER.COM
Center of Gustav Exiting West of Jamaica
Gustav continues to impact Jamaica and will be heading for the Caymans; Tropical Storm Hanna has begun to strengthen.
Article | Video
TS Gustav: Tracker | Projected Path | Hurricane Warning for Jamaica, Caymans
TS Hanna: Tracker | Projected Path
New Orleans Taking No Chances | City Takes Post-Katrina Precautions
Hurricane Katrina 3 Years Ago Today: Recovery Slow but Steady
Get Ready Now: Tips to Protect Your Home
@Frank: Actually people are generally compensated when concerts are cancelled. Missing your dentists appointment doesn’t hace the same effect as people who miss a vacation. You can always go the dentist, not so with a trip.
I don’t think endless compensation is in order, that’s a false argument, as no one was calling for that. Reasonable on the other hand, is called for. What defines reasonable Frank? Not treating the customer like $— for one thing. Let’s start with that OK? Or do you wholeheartedly approve? Apparently the answer is yes.
You’re a swell guy, Frank. A real winner.
The compensation you get when a concert is canceled is nothing more than a refund for your ticket price, or a new ticket if the concert is re-scheduled. They certainly don’t compensate you for your travel costs if you came in from out of town for the concert. Some ticket contracts even do not allow a refund if the event is re-scheduled; even if you cannot re-arrange your travel plans to meet the new date.
With an airline ticket, if the flight is canceled, you usually can request a refund if you do not want to take the trip. Of course, since all of these passengers were tourists, not making the trip home was not exactly an option.
If you are going on a trip, you need to make a Plan B if your flight gets canceled. (i.e. trip insurance) You have no place blaming the airline if you get stuck due to circumstances beyond the control of the airline.
What exactly was US Airways supposed to do? The flight is canceled due to weather, (not under US Airways control), the airport (not under US AIrways Control) was closing, transportation from the airport to local hotels was poor (not under US Airways control)… What COULD they have done?
They cannot fly through unacceptable weather. They couldn’t wave a magic wand and let the passenger stay in the airport that US Airways didn’t own. They cannot magically conjure taxis to hotels out of mid-air.
What poor treatment was US Airways supposed to be compensating for? What did US Airways fail to do that they could have done?
SirWired
Why wasn’t the US Ambassador available to take control of this situation for its citizens? What is his purpose but to assist? If so many people were stranded and hassled, he/she should have stepped in to alleviate this travesty. Another government worker in “action”?????????? Or should I say “inaction.”
On August 29th, 2008 at 10:49 am Mike Simonson said @Frank: Actually people are generally compensated when concerts are cancelled. Missing your dentists appointment doesn’t hace the same effect as people who miss a vacation. You can always go the dentist, not so with a trip.
I don’t think endless compensation is in order, that’s a false argument, as no one was calling for that. Reasonable on the other hand, is called for. What defines reasonable Frank? Not treating the customer like $— for one thing. Let’s start with that OK? Or do you wholeheartedly approve? Apparently the answer is yes.
You’re a swell guy, Frank. A real winner.
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YOU, MIKIE. JUST PROVED MY POINT.
YOU DIDNT LIKE MY ANSWER SO YOU GOT PERSONAL.
No different then the passengers at the airport thinking they would get home in a storm. NO ANSWER would have appeased that situation, so now they CLAIM they were treated like__________.
What they wanted, everyone knows, is HOTEL ACCOMODATIONS. CHEAP FARES have come with a price, it’s caused the disappearance of MEAL, PHONE and HOTEL VOUCHERS. And, rightfully so!
And, it’s interesting how “MY TIME” is NOT IMPORTANT to “YOU” when appts are canceled, and yes, NO COMPENSATION for a canceled concert. It was simply rescheduled. (GREAT POST, SIRWIRED) Vacation day versus DAY OFF is no less important.
http://www.usairways.com/pv_obj_cache/pv_obj_id_B15B5F3C7A4017DB056EC1BE74F31E277C6E0300/filename/US_contract_of_carriage.pdf
it’s interesting how all AIRLINES have a contract of carriage. It CLEARLY STATES what it’s obligated for and what NOT.
Too bad most of these people think they’re vacation was ruined by LCC, when in reality it was a TROPICAL STORM that caused havoc on AIR TRAVEL that day!!!!
And, it’s that “sense of entitlement” that has invaded most CONSUMERS that this incident is seen so differently!
I was one of the passengers on this flight. This is not an issue of compensation or entitlement, but one of common sense and safety. Both US Airways and the travel authorities in the Dominican Republic showed they had no regard for their customers. I’ll do my best to avoid flying US Airways ever again and making sure every traveler I run into does likewise. I know for certain that I will never again visit the Dominican Republic and will advise other vacationers of how we were treated.
Again, what could US Airways have done that they failed to do? Why exactly are you mad at the airline? They had no choice about canceling the flight, and they couldn’t single-handedly keep the airport open or conjure up hotel rooms or transport to them…
SirWired
SirWired: Again, I was there. There were other planes landing and taking off. One of the other passengers was on the phone with US Airways and was told by one of the airport staff that the flight crew had exceeded their allotted hours.
As for what they could have done, well, they could have acted like a customer-focused company. We were checked-in as *customers* of US Airways. Unfortunately, we weren’t treated like customers. I posit that the customer experience begins well before the plane boards.
I was one of the passengers on this flight. This is not an issue of compensation or entitlement, but one of common sense and safety. Both US Airways and the travel authorities in the Dominican Republic showed they had no regard for their customers.
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Actually, the airline showed regard for your safety. They canceled the flight because it COULD NOT BE SAFELY performed that day in or out of Punta Cana.
You were in a foreign country, expecting to CAMP OUT at the airport during a tropical storm?
Was that a WISE DECISION involving YOUR SAFETY?
Don’t you people look beyond the fact that this airline didn’t help those stranded passengers, and it is not only the monetary factor here? They were herded like cattle under armed guards out of the airport and left stranded. Not only should US Airways helped them ( perhaps not with money but with compassion) and then I wonder where the US Ambassador was to find out why US citizens were rounded up with military police and the ambassador did not intervene. What in the world is going on when our own (USA) government can’t help its citizens. What is their purpose??????????? Doesn’t anyone see the BIG picture here??????????
Frank, other airlines ended up flying in and out. Apparently the true reason our flight was cancelled and we were stranded was because the flight crew went over its allotted service hours. As for “camping out” in the airport, unless you’ve been there, please refrain from commenting about the safety. And, please, stop your uninformed infatuation with the tropical storm. I reiterate: other flights were taking off and landing. It was a rain storm, not a hurricane.
On August 29th, 2008 at 6:34 pm Mike said As for “camping out” in the airport, unless you’ve been there, please refrain from commenting about the safety.
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I’ve been there…………several times.
On August 29th, 2008 at 6:34 pm Mike said:
Apparently the true reason our flight was cancelled and we were stranded was because the flight crew went over its allotted service hours
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that’s a safety issue. If the crew went illegal, then they would go over a 15 HOUR DAY. That’s an FAA mandated regulation.
You ask to be treated as customers, but again, what exactly could US Airways have done? They cannot just force the airport to stay open overnight, they cannot pull hotel rooms out of nowhere, they cannot make transportation appear from thin air, etc. What would you have had US Airways do? All you have stated is that you wanted to be “treated as customers”… through what action, specifically? What could they have done, within their power, constrained by the local facilities, and the bounds of reason, to make the unfortunate situation more pleasant? (Free hotel rooms for all for a weather-caused cancellation are given out by NOBODY… I doubt even the legendary Singapore Airlines gives out hotel rooms for free in such circumstances…)
I expect that it was a combination of reasons the flight was canceled… If the flight plan, as scheduled, and allowing for re-routing around the storm, would have the crew exceed their government-allowed hours, the crew CANNOT fly. Period. No exceptions. (As in, US Airways would be subject to heavy government fines, and the pilot subject to FAA disciplinary hearings for willfully defying regulations.)
Sometimes, you have a lousy trip, and it just plain isn’t anybody’s “fault”. Bad weather happens. That is what trip insurance is for.
SirWired
Glorya,
If you were in a US airport that does not have 24-hour staffing, the same thing would have happened… you would have been sent outside of the airport by the security staff and left to make your own arrangements for a hotel room.
Also, the passengers were not “rounded up”… that would imply they were arrested, which is not the case. The US Embassy is there to prevent US Citizens from being unlawfully arrested, having their fundamental human rights violated, or losing their lives… it is not the job of the US Government to make sure you have a pleasant vacation in a foreign country. Being stuck at an airport overnight outside is certainly unpleasant and unfortunate, but it is well outside the realm of the sort of situations the embassy is supposed to intervene in.
SirWired
http://consumerist.com/5037847/us-airways-boots-274-stranded-passengers-from-caribbean-airport-refuses-to-pay-for-hotels
As per one of your fellow passengers, he remarks in this video, IT WAS DANGEROUS.
SirWired: As a customer, I wanted them to provide accurate information (which they didn’t) and do what they could to fulfill a contractual business agreement (which they didn’t; again, other flights were able to fly in and out; they could have sent another plane with a fresh crew).
Beyond what US Airways (and the Dominican Republic) were required to do “by the book,” both organizations failed enormously at even the most basic level of customer service (and public relations). At least one other airline (Continental to Miami, I believe) proactively secured buses and hotel rooms for its customers. Seeing that — an action most likely outside the scope of policy — makes my future purchasing decisions (and, I suspect, those of many of US Airways’ other passengers on the flight) much easier.
SirWired: Just to clarify, we were threatened with arrest by armed security if we did not vacate the airport (this after being told we could finally crash on the floor). We were, in fact, rounded up. Once again, I was there so I am speaking from fact, not from the sidelines.
On August 29th, 2008 at 7:27 pm Mike said SirWired: they could have sent another plane with a fresh crew).
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Who has a 50 MILLION dollar airplane sitting around………..just in case?
On August 29th, 2008 at 7:27 pm Mike said; At least one other airline (Continental to Miami, I believe) proactively secured buses and hotel rooms for its customers.
OR:
On August 29th, 2008 at 6:34 pm Mike said Frank, other airlines ended up flying in and out. Apparently the true reason our flight was cancelled and we were stranded
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So?…
WHICH ONE IS IT? Airlines WERE FLYING that day or as your latter remark suggests, OTHER AIRLINES (Continental to Miami, I believe) canceled their flights as well. (and secured buses.)
What’s sick is the fact that there are commenters defending the actions of the airlines.
Contract legal-ese aside – they do get paid money from the people they promise to fly. The airlines have a bigger obligation to their customers than their shareholders, and any analysis of risk/safety should belong to the passengers (the public) – and not the shareholders. (they understood the risk of investment when they put their money in).
The customers of this flight paid US Air. US Air had no problem taking the money from their passengers. One way or another, their passengers got stiffed – depite who’s to blame. Is it really so wrong to make it right?
Andy,
Calling anyone that thinks the airline was not out of line “sick” might be going a bit far…
I also don’t understand your comment. The passengers eventually did get home. They got what they paid for. The flight was not able to leave at the scheduled time due to circumstances beyond the control of the airline.
We could argue that US Airways should have had a plan B in place at this nowheresville airport, but you can’t argue that the passengers did not get what they paid for. They got from point A to point B as soon as reasonably possible.
Any analysis of risk/safety belongs to the govt. and even more importantly, the pilot. It belongs to neither the passengers, nor the airline, nor the shareholders. This is set in stone in FAA regulations. Depending on what you read, either the plane could not be routed back to Philly due to the storm (likely insufficient fuel capacity for this model aircraft), or the crew would have been overtime, subjecting US Airways to heavy fines.
The airline has an obligation to fulfill their contract terms. Certainly, going above and beyond them to make their customers happy can be a wise business decision, but there is certainly no obligation for them to do so. As far as obligations go, outside of the contract terms, they most certainly do have a bigger obligation to their shareholders than their customers. Sometimes those two intersect, and customers get more than what they paid for. Sometimes they don’t and customers get nothing more than what they paid for. That is what happened here.
The suggestions by one poster to have US Airways fly a completely empty plane down to pick them up… not even remotely practical, especially since the safety of the passengers was not at risk if they stayed overnight in the area. No airline keeps completely spare planes (and a captain certified to fly the route) just lying around that they are going to fly empty to pick up some passengers that will be stuck overnight.
SirWired
There is no reason for US Airways to compensate the passengers for cancellations due to weather. However, any well-run company would have had contingency plans for assisting the customers knowing that storms occur and the airport closes. US Airways staff should have had a plan to find lodging and transportation. They should have had an arrangement with the airport to stay open a little longer in cases like this. This is just simple common sense in serving your customers. Had they done this I’m sure the passengers woiuld have been grateful instead of upset. But, I’m certain that no airline has any contingency plans for anything – they seem to work day-to-day with no long-term strategy. They also apparently believe that customer service starts at the ticket counter and ends at the jetway exit. And we wonder why they’re in trouble?
On September 2nd, 2008 at 3:22 pm John said; However, any well-run company would have had contingency plans for assisting the customers knowing that storms occur and the airport closes.
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Everyone acts like this Tropical storm only affected Punta Cana. IT DIDNT. Many LCC cities were affected:
http://en.wikipedia.org/wiki/Tropical_Storm_Fay_(2008)
why should the airport remain open into the night? For what reason? camping out?
I was at the Punta Cana airport the next day trying to get out on US Air. The situation was ridiculous. We heard horror stories from the people who were there the day before. They were left stranded with nowhere to go. There aren’t hotels around the airport. The hotels they had just left were refusing to let them back because they were booked up. The group we heard about had to pool their money together to when they finally did find a room because the hotel the found charged 500.00 for one room…cash. No one had that much cash on them.
On the 16th, we arrived. The US Air lines were the only lines at check-in with their LCDs not working. Having never been there before, we didn’t know where in the heck the US Air line was. The airport staff was less than helpful. We finally confirmed the line and it was probably 200 people deep and not moving. After an hour and a half in line, we were at the point where we would miss our flight if we didn’t get checked in. We were probably another hour back in line still. I finally saw a 8×11 piece of paper taped up at about waist level at the counter with our flght nubmer on it. No instructions for people who were on the flight, no one polling the line to see who was on that flight, and you couldn’t even see it unless you hopped out of line and moved up a bit.
So I went up to the desk, cutting in front of everyone else and explained that we had been in line for 90 minutes and were now 40 min from takoff and we HAD to check in. He looked at me like I was an alien. No response. Just a blank, “so what?” stare. Thankfully, one of the women from the group behind us in line, who was also on the same flight, spoke Spanish and she came up there and had to start yelling at the US Air employees. They checked us in…VERY begrudginly.
When we were in line, I had commented that the line was moving so slowly, they must not have computers. As it turns out they did….one. For 3 or 4 agents. They had, instead, stacks of pre-printed boarding passes and as you got up to the counter they went through them. “Is this you? No? Is this you? No? Is this you?” No wonder they were getting through one checkin, oh, every 15 minutes or so. It was ridiculous. There is no reason thatin 2008 you are managing your airline checkins like this. There was NO reason for the lack of communication and consideration provided to the passengers at the Punta Cana airport.
I won’t even go into the US Air nightmare that ensued once we did board (3 hour flight taking 7+ hours).
Overall, the lack of communication, the unprofessionalism, the general chaos that was the Punta Cana airport and US Air that day has ensured that I too will no longer be a customer of either. And you can be sure that I have told way more than 6 people. It was a horrible experience and I didn’t even have to be subjected to being stuck in a 3rd-world country and prodded by armed guards. I can’t even imagine that situation.
Sounds like the computers were OUT. The Airport supplies electricity for all airlines at that airport. Could the STORM have anything to do with that? Maybe?
They were forced to do a manual check in………meaning by hand.
Bother way, THIRTY SIX “people” LOST THEIR LIFES during that storm. It was quite extreme at times. Unfortunately, the AIRPORT and the AIRLINE couldnt return to normal operations fast enough for you.
Imagine that, long lines and computers out………..after aircraft couldnt get in the previous day from a TROPICAL STORM. It tried to arrival, but finally had to divert. You participated in the aftermath of that situation.
And, bother way, ON TIME stats are out for the airlines, JULY STATS. This airline ranked in the TOP FOUR.
http://www.bts.gov/press_releases/
Well, if their computers were “out,” then they were also invisible. There was one computer and it was working. Their LCDs were out, but they were the ONLY airline whose LCDs were out, so logic would follow that it wasn’t the airport without power. US Air simply didn’t provide their employees with the computers necessary to handle the volume of customers they get.
Things do happen though, you are right. Perhaps it was just all a weird coincidence that on the very weekend there was a tropical storm, all but one of the US Airways computers were “out for repair.” But perhaps US Air, operating on an island in the Caribbean, should have some way of dealing with the teaming masses in the aftermath of events like this, that happen every year, multiple times. They seemed ill-prepared. The staff was non-responsive and there was no information. People in that line weren’t even sure they were in the right line; we were all kind of just relying on bits and pieces of information others in the line were picking up from fellow travelers. I understand the staff was probably taking a beating from all of the angry travelers, but they wouldn’t have had to do so had the company they work for 1) given them the tools necessary to process a line more efficiently and 2) had some sort of “plan B” when things like a tropical storm hit, cancelling flights and leaving people stranded in a 3rd world country airport that closes on them.
I did check the on time stats before our trip and did see that they are ranked high. However, in the two trips I have taken in using US Air, involving 9 flights, I have experienced only one of those flights being on time. The problems with US Air were not confined to the Punta Cana airport. We left our hotel at 11:15 am on the 16th and didn’t get back home to Chicago until 10 a.m. on the 17th. We DID end up getting on our 2:15 p.m. flight out of Punta Cana on the 16th. I simply didn’t get into the other aspects of the trip from hell because they weren’t relative to the discussion of what was going on at the Punta Cana airport.
For those who mention “this is why you have trip insurance,” we did have trip insurance. We weren’t one of the people stranded, but had we set our vacation to depart one day earlier, we would have been. For future vacations, please enlighten me with regard to the procedure. I am aware that trip insurance covers you monetarily for incidents where you are unable to travel due to some emergency, or if your resort is hit by a hurricane prior to traveling. But in case I’m ever stuck at a foreign airport in the middle of a tropical storm with no hotel to go to because the hotel I just left is stating they are booked, no working cell phone (I know my Blackberry didn’t work down there), no airport or airline staff willing to assist, no cash on hand, and an armed guard kicking me to the curb, I would like to understand in what way trip insurance would magically come to my rescue.
On September 5th, 2008 at 8:24 am digawina said Well, if their computers were “out,” then they were also invisible. There was one computer and it was working. Their LCDs were out, but they were the ONLY airline whose LCDs were out, so logic would follow that it wasn’t the airport without power. US Air simply didn’t provide their employees with the computers necessary to handle the volume of customers they get.
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Several flights cancelled the day before. 270 PASSENGERS are now trying to get to their destination in ADDITION TO THE PASSENGERS who are booked to leave THAT DAY. It’s a small caribbean airport. LIMITED checkin area. This was an unusual situation, so they dont normally need excessive amounts of computers to check-in BECAUSE they only have a couple of flights PER DAY.
The computers were working, but their LCD’s were out? (dont they work together?)
http://www.csatravelprotection.com/frequently-asked-questions.do#reasonstocancel
Travel Insurance can protect non-refundable Cruise, Flight, Tour costs. Travel Insurance can provide peace of mind, covering Trip Cancellation & Interruption – Medical Expenses – Baggage & Personal Belongings – Baggage Delay – Travel Delay – Emergency Evacuation/Repatriation.
Insurance allows you to cancel your trip due to STORMS and get REIMBURSED.
http://www.csatravelprotection.com/comparepolicy.do
provides COVERAGE for delays, interruptions, cancellations.
Facts:
1. You (meaning customers) Agreed to the term of the CoC when they bought the ticket. What’s “right” or “Should Be” is not the way modern business works.
2. US Airways went so far as to arrange rooms for at least some of those stranded. The were NOT obligated to do so yet they did.
3. An extra “section” was put on in order to get their customers out of harms way. Again NOT required by the CoC
4. Hurricane s,like feces happens and you show me an airline or any business that can predict and plan for every contingency flawlessly.
Opinion:
This time US Airways did MORE than required in getting these folks home, safely with by all accounts their belongings. What else would you have them do? The customers were very lucky they didn’t have to ride out a tropical storm in a strange place. Why were they lucky? Because US Airways got their assets out of there.
I’m no fan of US Airways, in fact I’ve stopped flying them. However in this case they did all they could and besides why would ANY customer desire one of those nearly impossible to use vouchers? To make them feel better? Vouchers talk but cash SCREAMS
For those complaining that USAir stranded the passengers in a DANGEROUS third-world country…..
….Didn’t the passengers plan a vacation in a DANGEROUS third-world country??
@Jay,
Thank you “Master of the obvious”.
My friends and I just love to (Break Balls) with each other and sometimes it gets a bit rough so we instituted the “Softball Rule” which states “If it’s soooo easy and obvious then you can’t use it”
So thanks. The “Softball Rule” is ingrained in me so I couldn’t say what you did.