Readers like us who usually jump at an opportunity for a free flight might wish to keep the following in mind next time US Airways calls for volunteers:

Dear Chairman Parker,

On July 15, 2007, while preparing to board a flight to Edmonton from Phoenix, my wife and I agreed to give up our seats and take a flight that took off 24 hours later. In return, US Airways gave us certificates good for another trip. Your agents clearly told us that we could use these certificates whenever seats were available. Unfortunately, unlike any other airline with which we have ever traveled, yours makes using these certificates virtually impossible.

In November 2007, we called to make reservations with your certificates, but your agents informed us that they had no seats available. We then pointed out that your website showed coach seats available, even at the lowest fare. In spite of this, your agents insisted that they could not book us with using the certificates. One agent even claimed that we could only use the certificates when “Dividend Miles” seats were available, a condition that appears nowhere on the certificates. Even so, we checked your company’s website again, and found that “Dividend Miles” seats were, in fact, available for the dates we had selected. Your agent then informed us that these were the “wrong kind” of “Dividend Miles,” and that we could now only use the certificates when “Mileage Saver Dividend Miles” were available. Naturally, this further condition also appears nowhere on your certificates. A search of your website shows almost no dates when these so-called Mileage Saver Dividend Miles can be used. (We certainly will be in no hurry to accumulate any.)

Every agent we spoke was anxious to tell us that we could use these certificates to get $300 off a paid fare. After a while, we caught on to the joke; obviously, they knew that we would never get to use the promised free flights. Although we had hoped that US Airways would honor its original commitment, we decided to try for the discount instead. After finding a fare on the website, we called, only to hear an agent tell us that the certificate did not apply to “Web Specials.” Suddenly, the $300 discount had turned into a $200 discount. In addition, we found another airline offering the same route at a lower price.

Throughout November and December of 2007 we tried calling and writing to your Consumer Relations office. They sent very polite replies alternately promising to look into the matter and apologizing for “any confusion” about the certificates. All of the unnamed responders promised to get back to us about this issue, but none ever did.

At this point, we realize that our 24 hour delay was made on the basis of a false promise. No other airline has ever treated us in this manner. Obviously, we will try to never fly on US Airways again; if we must, we will certainly never volunteer to be bumped. And, of course, we will advise out friends and colleagues of these sad facts. You have probably read “Fliers Fed Up? Airline Employees Feel the Same” in the New York Times, which calls your firm “the worst-performing big airline in the country.” The author did a good job of portraying you as a concerned chief executive. For the sake of travelers, we hope that you manage to successfully effect much needed changes to your afflicted airline company.

Interesting...well written letter--I hope there is some resolution in your favor.

And to other Fodorites, here is another "first time poster", but what a contrast between this approach and the first time poster complaining about New Years Eve at Carmelo's in New Orleans, where it was quite clear we only heard one side of the story, that there was more to it.

That post and this might serve as perfect examples of how to complain and be heard, and how not to!

Take them to small claims court!

A magnificently composed letter...

At one time, there were only two airlines available in Manchester, NH - "Useless Air" and Continental.

I suggest reporting this to consumerist.com, as well as all the problem solvers at travel magazines.

OO - That thread complaining about Carmelo's was not by a first-time poster. The person who came in at the very end and gave a glowing review of Carmelo's was a first-timer though.

You are right Weasel. It came across as a 1st timer and I expected to find that clicking on the name, but it wasn't. My bad, sorry. Thanks for the correction.

The wonderful contrast remains, though. That one you read and thought, "something's amiss here and it might not be Carmello". This left no doubt who was in the wrong.

Definitely post at consumerist.com and try their carpet bombing technique.

Well I actually never thought something was amiss with the Carmelo story. But marcokatz, I hope you get some resolution to this. Good luck.

marcokatz -

I sincerely hope your well composed letter gets results.

I've had good luck when sending similar letters to airlines. In both instances I was compensated - once with a $150 voucher for duty free items (from Singapore Airlines) and once with two $250 airline vouchers from United. The vouchers were unrestricted and could even be transferred to family members with the same last name. They were both used with no problems whatsoever last month.

Good luck.

Marco, below is the thread of my long story dealing with exactly this problem with US Airways.

http://www.fodors.com/forums/threads...me=hdm&fid=126

They finally agreed to extend our vouchers to the end of this year. I called US Air the other day to find out the earliest date we could book a flight to Florida in December of this year and I was told I could do it 340 days in advance which is January 16, so that's when I'm calling for a flight on December 20th, 2008.

I will never, ever volunteer my ticket again!

Nothing seems to happen when I click on that link I posted, but if you click on my name to see all my posts, go back to #559.

Here is another Fodorite who WILL NEVER EVER FLY USAir. NEVER. I would rather walk.

Thingorjus

I'm flying US Airways this weekend, Chicago to Vegas, so this is good to know in advance. I never volunteer anyway, but good to know anyway. Flying Ted on the return flight.

I was bumped last year from a US Air flight and had no problem redeeming my certificate. Granted, I used it for $200 off, rather than a free ticket. The restrictions they put on these tickets are ridiculous though. There are a set number of seats on each flight that go to people with these certificates. I believe it is a different allotment than frequent flier miles, but they may be out of the same pool, if you are trying to use it as a free ticket. I had no problem finding a flight when using it for a discount. I was unable to find a free flight as they said that there were no available seats. Hopefully you get a good resolution to this.

Here is your thread, HDM:

http://www.fodors.com/forums/threads...6&tid=35061157

I also will never allow myself to be bumped by USAir. The only way we could use the vouchers was to let USAIR choose the dates and city.

We just took an unexpected trip to Chicago May 24-28, 2007, because that is the only city and time they could give us. We had never been to Chicago nor desired to go there, but damn, I was not going to lose those free flights after the nightmare we went through when we got bumped (another long story).

However, we absolutely LOVED our mini-vacation in Chicago and plan to return. Thanks to USAIR, I guess.

You can ask for a voucher instead of the certificates. I always insist on them giving me, say, $300-400 voucher. Those can always be redeemed.

How infuriating. What do the actual certificates say on them about whenh/how they can be used? Note that even if they list these restrictions in very fine print, I still am on your side, because who reads the very fine print before volunteering - I would also take what gate agent said as true.

"...where it was quite clear we only heard one side of the story, that there was more to it."

Not to be contrarian but so far we've only heard one side of THIS story, too.

Thin, I am DELIGHTED you are no longer using USAirways...leaves more FF seats for me when I need them. Really appreciate that from you, girlfriend.

Um, Keith and I don't need to use FF miles; we can afford to pay for our tickets.

However, I guess since we are not flying USAir, there will be more room for your oxygen tank and walker on the plane.

You Senior Citizens are so funny.

Thingorjus