Dear U.S. Airways

On 08/21/2013 02:50 PM, Customer Relations wrote:

> Thank you for writing to US. I'm sorry your flight to Frankfurt was
> delayed and caused you to miss your connecting flight.
>
> Our records show your flight was delayed due to Air Traffic Control
> (ATC).

Really? My records show otherwise.

(28 July)

* Flight 700 was scheduled to depart at 16:25.

* At 18:22, we were told that "maintenance" was still taking place
  on our original plane. Yes, multiple planes were involved. More
  about that in a bit. [1]

* At 19:48, boarding was still taking place. [2]

* Shortly after we began taxiing (exact time unknown), a flight
  attendant from coach came to the front of the plane to report that a
  passenger was quite upset because he had gotten water all over him.
  This scene was repeated again, regarding a different passenger, soon
  thereafter. We learned that the "maintenance" that had been done was
  replacing a light on the top of the plane. This repair was done
  outside, rather than in a hanger, during a rain shower. As a result,
  rainwater got trapped inside the plane. The act of taxiing caused
  this trapped water to slosh around and ultimately come down on the
  heads of at least two passengers.

* At 21:31 we were still parked on the tarmac. They had sent another
  repair crew out to see if this new problem, caused by decisions made
  during the original repair, could be fixed. [3]

* At 22:08 we were deplaned onto a vehicle which came to the tarmac to
  fetch us and bring us back to the terminal. Our plane was to be taken
  to a hanger for repair. [4]

* In the terminal, we were told that a replacement plane was being
  sent. If my recollection is correct, it came to the gate about an
  hour later. However, this new plane wasn't ready for us to board for
  a very long time.

(29 July)

* At 02:02, we got yet another announcement (the third or fourth; they
  were being made approximately every half hour) that the replacement
  plane was "still being cleaned." This statement was followed by one
  indicating that they didn't know when we would be able to board. [5]

* At 02:30, we learn that the flight Dublin, which had also been delayed
  for many hours, had a plane but no crew. As a result, that flight was
  canceled. This statement was followed by the suggestion that those
  Dublin-bound passengers who thought going to Frankfurt would be
  better than staying in Philly, could join flight 700. Whether or not
  adding passengers to our flight further delayed us, I couldn't tell
  you. Perhaps our replacement plane needed even more cleaning? [6]

* At 03:09, I was once again on the plane. As an Envoy passenger, I was
  of course amongst the first to board. We probably didn't start taxiing
  for another half hour or so. [7]

In summary, it took two planes, two crews, two boardings, and 11 extra
hours. But most importantly: What started this entire mess was the
decision to make a repair to equipment on the top of the plane outside,
whilst it was raining.

> I realize it was disappointing for you. Since this was not a
> situation that we could have prevented, I will be unable to offer
> you compensation or reimbursement of your hotel, but I’m again sorry
> for the inconvenience it caused you.

I beg to differ. Had the plane not required that repair immediately
prior to the scheduled departure, I would not have had to stay overnight
in Prague. Had the maintenance crew had the good sense to realize that
opening up something on the top of a plane outside in the rain might
lead to water getting trapped inside the plane where it would later
slosh around on passengers, I would not have had to stay overnight in
Prague. Had the replacement plane been ready in a much more timely
fashion, I would not have had to stay overnight in Prague. U.S. Airways
most certainly could have prevented this situation.

And what is disappointing to me is not the delay. I know full well that
genuinely unpreventable things like weather and associated Air Traffic
Control (ATC) issues occur. For that very reason, I was traveling an
extra day in advance and missed none of my meetings. And the unexpected
hotel expense, whilst non-trivial in its amount, is manageable. What I
find disappointing, Ms. Mendez, is how badly this situation was handled
by U.S. Airways' Philadelphia ground crew(s) and customer service
representatives. I would not be writing you were it not for their lack
of good judgment, lack of efficiency, and lack of proper communication.

> Given the privilege of serving you again on US Airways, we look
> forward to providing you with a more satisfying travel experience.

I look forward to receiving it. In the meantime, I would ask that you
re-evaluate your decision in light of the fact that, contrary to what
your records indicate, this delay was neither unpreventable nor Air
Traffic Control (ATC) related, and it most certainly was not handled
with the professionalism I have come to expect from U.S. Airways.

Thank you for your time and further attention to this matter.
--Joanmarie

[1] https://twitter.com/Joanmarie/status/361612691384713217
[2] https://twitter.com/Joanmarie/status/361634242859503617
[3] https://twitter.com/Joanmarie/status/361658198341582849
[4] https://twitter.com/Joanmarie/status/361669557271801856
[5] https://twitter.com/Joanmarie/status/361728491475054594
[6] https://twitter.com/Joanmarie/status/361735427599777793
[7] https://twitter.com/Joanmarie/status/361745217415675907