Last week, someone I know was scheduled to fly to Las Vegas from DFW on US Airways.  Their teenage child had gone into the hospital at the first of the week due to a severe and hard to cure infection.  She couldn’t take the trip because of this and asked me what to do.  I gave her the phone number to US Airways and told her to call and describe why she couldn’t make the trip.  I also warned not to expect much, if anything, because it was the most Economy of Economy fares.

 US Airways heard the reason, called the hospital to verify the hospitalization and then called back to waive the change fee ($150) and give a credit for the value of the flight ($260) usable for the next 12 months.  I advised my friend to call US Airways an hour later and just confirm that the credit and conditions were in fact on the record locater and they were. 

 Not only was it a satisfying experience but it was handled expeditiously and with sensitivity.  I have to give US Airways a lot of credit for how this was handled and its proof that not everything goes wrong in the airline world.

Filed under: Airline Service by ajax