My son is home on leave from the US Army in Germany, back from Iraq less than two weeks, and his leave has been shortened by the Army by 5 days. We have the orders in writing. His ticket was purchased at the SATO office in Germany and he was assured there would be no change fees when military orders were involved. I saw this in writing. Now they're saying they won't change the ticket without a $200 fee. My son has spoken to countless people at SATO and US Airways and it's like talking to the wall. After the wonderful service we received from Delta as his return dates kept changing and they kept changing our dates for free, dealing with US Airways is the most depressing thing in the world. Any ideas where to turn next?

Hi P,

>Any ideas where to turn next?<

A phone call to your Member of Congress and your Senators.

A phone call to your local TV, radio and newspaper.

A call to Fox News and CNN

A call to Rush Limbaugh

A fax to the president of US Air

Ira has said it all, and well. Keep at them and don't let up! Sad that U.S. Airways used to be (in my opinion) in the 1980s and '90s, the best American airline there was.

Alright now that we've heard from the "extremists" I would like to weigh in as a retured member of the US Military.

I strongly suggest you contact the nearest military base transportation office. If your son has access to his unit's "rear detachment" should there be one I suggest he contact those folks.

Your son has, I agree, been talking to the "wrong people." If you cannot easily contact the folks I have suggested or you get no assistance from them, THEN is the time to kick this up a notch..not before.

Hi Intrepid,

Does he get his money back from US Air if he uses alternate transportation?

Actually, what this soldier SHOULD be doing is contacting his home unit DIRECTLY..or at least the folks who wrote the amendment to his leave orders shortening them.

They are the folks who should be able to "remind" the airline of their responsibilities in this case.

If that doesn't work, then a call to the nearest base transportation office would be the next step...and I do NOT mean the SATO folks because they are simply working under contract.

If all else fails and he is forced to use alternate transportation then he must get the airline to put, IN WRITING, their refusal to waive the change fee. If he pays it and has that documentation AND the original poster is correct that they have seen (I believe they said "in writing&quot this dictum that no fees should be imposed I would think there would be no question that the soldier could file a claim for reimbursement.

I know the system and I know how you sometimes have to force it to work..but without written documentation you're as good as dead.

Thanks, Intrepid.

PS,

I still think he ought to let everyone know how badly US Air is treating an active-duty soldier on leave from a combat zone.

Thank you to everyone for their comments. My husband and I are both retired military and we, too, advised our son to first contact his unit. Unfortunately, since everyone has just returned from Iraq, they only had a few people on duty, and none of those could do anything. We're hoping to hear from someone on Monday.

For the ultimate irony, I researched US Airways (looking for the CEO's fax number), and Bruce Lakefield, the CEO and President, is a retired Commander in the Naval Reserve!!! Talk about adding insult to injury!

Postal, having read your thread, and being from a military family, I can only say that this sad situation makes me sick! I am so sorry that on top of everything else your son and your family has gone through that you now have this turmoil.

Please give your son my "thank you" for his service to his country. I pray that somehow this all gets worked out in a proper manner. My very best wishes to all of you.

You know the drill..get EVERYTHING that is said written down along with WHO said it and when. Keep their feet to the FIRE and kick it up a notch if you are forced to (sometimes that "threat" alone gets amazing results) and please DO let us know what happens.

Warmest regards.

A family in my town had a similar experience and it was fixed very quickly when they contacted our congressional representative. Those are your tax dollars at work. Make them work for you.

My daughters have dubbed it "US Scareways....."

A friend of mine wrote to USAirways regarding bad service by a flight attendant during a flight to Madrid. She received apologies along with a $250.00 flight coupon. Something here isn't right...or you are not talking to the right people. Some years ago, I canceled a trip due to a sudden death in the family and USAirways was absolutely wonderful in the caring and expeditious manner they handled the matter. I don't even recognize this USAirways you are talking about anymore and I'm apalled at the way they are treating military personnel.

I forgot to say on my previous post: e-mail your government offices and representatives. Help for these types of matters is also what your tax money pays for....

In addition, best wishes to you and your son.

I don't understand why SATO can't make the change and charge the line of account on his original orders. All they would need is a copy of order modification. It's done all the time by calling their 800 number.

In all fairness to US Airways -- this isn't a US Airways issue. It's an issue between the soldier, his unit, and SATO. SATO won't modify/change the flight without an order modification. They have to charge the additional fee to something since they are a contractor.

Since I don't know all the details, when push comes to shove, pay the $200 and when your son files his travel claim, he should be reimbursed for the $200 at that time.

Budman-- that is the way it was done years ago. Nowadays, when SATO purchases a ticket it is supposed to purchase the refundable type (as stipulated in the contract with DOD) OR if the traveler chooses, to buy the NON-refundable type, only and only IF the passenger chooses to do so. All the warnings of charges for changes are made at that time. I travel all the time with SATO making the arrangements and only once did I agree with them buying a non-refundable fare for me. Like I said, this is more recent; the government traveler didn't used to have a choice; a refundable ticket was always purchased. Now SATO calls the passenger and asked whether he/she is willing to travel cheaper, but with strings attached. Still, I am apalled at the way USAirways is treating military personnel.

Again, we don't have all the facts to be air-chair quarterbacks.

Chances are he has an e-ticket. If he has an ordmod, SATO should make the flight change and charge whatever fees, if any, to the orders. I'm assuming US Air is the contract carrier, and all prices for changes/modifications should be pre-negotiated. All of this should be transparent to the traveler.

Again, we don't have all the "facts" in this case. Seems to me US Air is charging IAW the type of ticket he has. The soldier needs to talk with SATO and his unit to make the necessary change to the ticket/pay the fee.

I there is no "competent authority" in his unit to effect this negotiation with SATO, he will get reimbursed when he files his travel claim.