Flexibility Earns Loyalty

It's a tale of two customer service approaches.

I was scheduled to go to NYC this weekend for a weekend get-away with Misty.  Then comes Nemo, not the fish, but the Winter Storm Nemo.  24 hours before our scheduled flight to Laguardia (LGA) we hear that our flight has been cancelled.  This flight was on American Airlines and with a quick call options were discussed and I had to cancel my flight completely as I would only get to NYC in time to turn around on Sunday.

American refunded the fare.  End of story.  Happy customer.

Actually, not end of story...

My return flight is on US Airways on Sunday.  Like my flight to LGA, it is a one way flight.  I call US Airways and sit on hold for about 15 minutes...typical...I can handle that.  When I do get a representative I am told that their "current policy" only impacts Friday and Saturday flights.  I explained that "I will not be in NYC to get on your flight due to flights being cancelled to NYC on the dates you are stating".  All I get is a response that I can cancel my flight and I will be charged an additional $150 to rebook the flight at a later date...plus any change in airfare.

Let me say that my flight was less than $150 on US Airways.

So my best option is to hope this storm sits over the city for an extra 24 hours so they cancel flights on Sunday too.  Then there might be some leniency as to rebooking.

So I sit here still with a useless ticket to get me from LGA to STL on Sunday...hoping that a storm sits on NYC for an extra day.  I am sure there will be many people displaced from other NYC flights today and tomorrow who would love to have that ticket to get out of town.  But thanks to US Airways policy.  They will likely be stranded in NYC, I'll be holding a ticket in STL.  Brilliant!

Guess which airline I will go to first when I have to book my next flights as a frequent traveler?  I appreciate American for their flexibility...they will continue to get most of my travel dollars.