US Airways Does NOT Begin With You
When I lived in Washington DC, where US Airways is the major air carrier from Washington National airport we used to regularly hear advertisements on the radio, see them on television or read them in the newspaper promoting this then-locally owned airline. Those advertisements usually began with the catchy line "US Airways Begins With You."
I have news for them - it doesn't any longer. I just sent this to US Airways through their online portal. I'm livid. The picture for this blog post is most appropriate for the airline.
Dear US Airways.
Today I attempted to make a new reservation using a dividend miles reservation I made in July 2010. My request to your call center in Chenai or Mumbai or Delhi or wherever it is in India was a very simple one - Please use this old reservation and its mileage and apply it to a new reservation.
Pretty simple wouldn't you say?
Well imagine my surprise when, after being on the phone with various people named Singh for more than 90 minutes (including 5 calls to your India call center) I got fed up with not being understood and called the Dividend Miles Service Center and simply put the miles back in my account. It was worth the $150 redeposit fee not to have to deal with your incompetent people one second longer.
At least now I have some control over those miles and can use them as needed and when needed.
Given that US Airways is one of the more disliked airlines in America (according to news stories about a month ago on Yahoo and other outlets) you would think that you would go to great lengths to provide something resembling customer service. I realize also that by having your call centers (ostensibly customer service centers) in India you are saving a ton of money.
Wouldn't you think it would be to your business advantage to have people answering customers issues who have English as at least a second language (more preferably first language)? Doesn't that make at least a little sense? Actually US Airways should be excoriated for having exported all of these jobs out of the country. Bring them back and give them to people who can speak English. Please.
Even some hillbilly accent in Hickory North Carolina is preferable to the rapid fire mumblings of Mr or Ms Singh in the bowels of India.
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