SkyHog
Touchdown! Greaser!
- Joined
- Feb 23, 2005
- Messages
- 18,431
- Location
- Castle Rock, CO
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Everything Offends Me
This is a long story...with a request at the end (for those tl;drers amongst us).
My aunt is moving from New Hampshire to California in May. She has a dog, approx. 17 pounds large.
She was referred to USAirways as the place to go for taking dogs, as someone else had done it with ease and had no problems. Refreshing as it is, my aunt was not concerned with price, she simply wanted the airline to be the best for taking dogs.
She called to make sure it would be ok first, and was told "All dogs up to 20 pounds are ok," and that she would need to bring the dog down to get approved. She went down to the counter and was told she needs to buy a ticket first. So she went online and booked the ticket and came back the next day, being told "No, you were told incorrectly, dogs must be under 10 pounds."
She asked to speak to a supervisor, who reaffirmed the 10 pound rule. My aunt then called USAir and was told "There is a 15 pound limit on dogs."
So she asked for the supervisor, the person came back and apologized, saying "Actually, its 20 pounds, I was wrong."
The person at the desk reluctantly allowed a bigger dog than 10 pounds on the airplane, and gave my aunt something in writing that would allow it. She went home, a bit frustrated, but happy.
She decided she'd need a crate, and wanted to find out about size. She called USAirways and was told that they have them available for rent at the airport. My aunt confirmed this about 5 or 6 times to make sure it was correct.
Knowing the last time they were wrong, she went to the airport and was told that they only offer the crates for rent at airports USAir serves internationally. My aunt was frustrated, but let it go, because arguing over a product they don't have is useless.
She was then told that they do sell the crates there. She asked if she could buy one, and was told that the only crates they allowed on the plane had to be able to be stowed under the seat like normal carryon. Her dog is too big for this, and when she explained this, she was told that the dog would not be able to come, and a supervisor agreed.
My aunt called US Airways and was told the same thing by the rep and the supervisor, that the dog must fit under the seat. So she informed them that she'd like to cancel the ticket.
"Your ticket is non-refundable, ma'am, but what we can do is let you take the ticket price as a credit for a future flight, but you'll have to pay a $100 reticketing fee."
She explained that she only bought the ticket in the first place, because she was assured the dog could come, but couldn't be approved until the ticket was bought.
They won't listen.
SO that's the story. Who can she contact (and how, I'm at a loss trying to find contact info for her) to get this resolved?
My aunt is moving from New Hampshire to California in May. She has a dog, approx. 17 pounds large.
She was referred to USAirways as the place to go for taking dogs, as someone else had done it with ease and had no problems. Refreshing as it is, my aunt was not concerned with price, she simply wanted the airline to be the best for taking dogs.
She called to make sure it would be ok first, and was told "All dogs up to 20 pounds are ok," and that she would need to bring the dog down to get approved. She went down to the counter and was told she needs to buy a ticket first. So she went online and booked the ticket and came back the next day, being told "No, you were told incorrectly, dogs must be under 10 pounds."
She asked to speak to a supervisor, who reaffirmed the 10 pound rule. My aunt then called USAir and was told "There is a 15 pound limit on dogs."
So she asked for the supervisor, the person came back and apologized, saying "Actually, its 20 pounds, I was wrong."
The person at the desk reluctantly allowed a bigger dog than 10 pounds on the airplane, and gave my aunt something in writing that would allow it. She went home, a bit frustrated, but happy.
She decided she'd need a crate, and wanted to find out about size. She called USAirways and was told that they have them available for rent at the airport. My aunt confirmed this about 5 or 6 times to make sure it was correct.
Knowing the last time they were wrong, she went to the airport and was told that they only offer the crates for rent at airports USAir serves internationally. My aunt was frustrated, but let it go, because arguing over a product they don't have is useless.
She was then told that they do sell the crates there. She asked if she could buy one, and was told that the only crates they allowed on the plane had to be able to be stowed under the seat like normal carryon. Her dog is too big for this, and when she explained this, she was told that the dog would not be able to come, and a supervisor agreed.
My aunt called US Airways and was told the same thing by the rep and the supervisor, that the dog must fit under the seat. So she informed them that she'd like to cancel the ticket.
"Your ticket is non-refundable, ma'am, but what we can do is let you take the ticket price as a credit for a future flight, but you'll have to pay a $100 reticketing fee."
She explained that she only bought the ticket in the first place, because she was assured the dog could come, but couldn't be approved until the ticket was bought.
They won't listen.
SO that's the story. Who can she contact (and how, I'm at a loss trying to find contact info for her) to get this resolved?
