U.S. Airways Just Lost My Business [UPDATED]
Posted by Tommy in Blog on November 29, 2011 2:11 pm / 70 comments
I think U.S. Airways just landed themselves in a huge PR disaster. The airline is refusing to issue a refund to a family who says they can no longer take the trip they planned because the mother, Lynn McKain, has been diagnosed with Stage 4 breast cancer and has been told by her doctor not to travel and to being immediate chemotherapy. From WUSA:
A woman claims a dream family is being cancelled because of her terminal cancer, and the airline is refusing to refund the money for her ticket. The McKain family would have been taking off from BWI Airport leaving to Belize in January. But now they aren’t going anywhere and they’re out of $4200.These days the closest Lynn McKain will get to her dream destination of Belize is through pictures. Her doctor has ordered she doesn’t travel and undergo immediate cancer treatment after being diagnosed with stage 4 breast cancer.
The article goes on to say:
McKain has sent letters and medical documents to the airline as proof of her disease, and inability to travel. She says it has done little to help her cause.
When U.S. Airways was contacted they gave WUSA this response:
Unfortunately, we do not offer refunds on non-refundable tickets, but we’ll work with her to waive her change fees and make sure she can use her ticket at another time.
Really? Unless U.S. Airways has secretly discovered a cure for cancer, there is no way they can “make sure she use her ticket at another time.” I get that they bought “non-refundable” tickets, but this is a case where an exception can, and should be made. I would have no issue with them asking for documentation to prove the validity of the circumstance before making an exception, but to outright refuse a refund in a case like this? Cold, heartless, and just plain mean.
U.S Airways can make an exception to this policy anytime they choose to do so. If this is the kind of company U.S. Airways chooses to be, I assure you I will never fly with them again. I humbly ask that you consider doing the same.
(h/t @JamesRTyler)
UPDATE: It appears U.S. Airways has relented and done the right thing. From WUSA:
UPDATE: The day after our story aired, we have confirmed that U.S. Airways changed its decision and will grant Lynn McKain and her family a full refund for her tickets totaling $4,200 dollars.
Her story has received national attention, and sparked debate over airline policy and consumer responsibility.
McKain called 9News to inform of the update and said she is very thankful that the company will grant the refund.
She said, “It feels like a lot of stress has been taken of my shoulders.”
Good for her. And you know what else? Good for U.S. Airways for doing the right thing here.
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70 Comments
I don’t think the airline should have to refund her money. They’re already waving change fees. If they start doing this kind of thing for everyone with a sad story they’ll go out of business. If they go out of business people will lose their jobs and be unemployed in this economy Obama created.
I own a business and if I gave people their money back every time they had buyers remorse or changed their mind I’d never make any money. I’m pretty sure she entered an agreement when she bought her tickets. She should have to live up to her end of the agreement.
I can’t stand all these anti-business shenanigans. And using the TV news to blackmail the airline isn’t good either. If they give in to her they’e only doing it because they don’t want to look bad in front of the liberal media.
Thank this stuff through, young man.
Harold, you have made the terrible mistake of generalizing this situation to all situations in which a buyer asks for a refund. The difference here is the extenuating circumstances (namely, the stage 4 breast cancer). As an owner of a business you know that when extraordinary situations arise, you must make the decision that is best for your business.
You can either
a) not refund a cancer patient and have everyone know about it, or
b) refund a cancer patient and have everyone know about it.
Now tell me, Harold, which one is better for business? Especially one with a national reach (and thus a national media)?
She isn’t having “buyer’s remorse” and hasn’t “changed her mind.” She quite literally has been told by a doctor she can’t make the trip. Funny how you cite the liberal media and then go about trying to spin the story to fit your narrative, just like they do. And anti-business? That’s a joke. But again, you spin the story to fit what you need it to (liberal media tactic).
One last thing, “Young man?” I suggest you “think through” to whom you are speaking before you start with your condescension.
So at what point will something not qualify as an exception? If companies start making exceptions for everyone who has a sob story then everyone is going to have a sob story. When you buy a non-refundable ticket you run the risk of losing your money when something comes up. Non-refundable tickets are cheaper for a reason. Frankly, I don’t want the price of my tickets to go up because acquiesce to the extortionist demands of people who think they deserve to be an exception – which is what will happen if airlines start making exceptions to the refund policy.
It’s all fine and good for you to give away other people’s money. I am sick of people telling me how to run my business. If I want to keep you as a customer I’ll let you know. It goes both ways you know. I don’t have to cater to every Tom, Dick, and Harry that comes to my office. If I don’t like the looks of you I’ll tell you to your face.
I think it’s horse-pucky that you’re stiring up nonsense again. U.S. Airways. I own stock in that company and I bet you do too if you have a retirement plan.
I was securing the freedom for this country when you were still in diapers. I’ll speak my mind when I feel like it.
Cancer treatments should be delayed and she should take her trip. She can tell her doctor that quality of life trumps quantity of life. I have just gone through 11 months of treatments for stage 3 breast cancer and if I had known then what I know now, I would have gone on a dream family vacation before all this started. I sure can’t do it now. Spend fun, quality time with your family with no regrets. I wish I would have.
I think actually “changing your mind” or “buyer’s remorse” should be grounds NOT TO refund money. This is a much different case. If her story is true, and she can provide verifiable documentation showing she has terminal cancer and can not travel, why shouldn’t it be an exception? Any good manager knows when exception should be made to a policy. Your strawman arguments are lost on me.
Harold, what you should really invest in is strawmen. No one said cater to everyone, this post applies to this one case. And I have no issue with you speaking your mind, just the condescending insults. You talk about it going both ways? Try giving it a shot.
It sounds to me like she entered into an agreement. It’s probably written all over the back of her ticket. She, and every other deadbeat, should learn to read what agreement they’re making before signing on the dotted line. I bet the company wouldn’t have backed down until people started sticking a camera in their face.
I know who is going to end up paying for her supposed cancer. You and me. They’re just going to add a fee here or there to make a decent living for the company. It’s like I have to pay for her because she’s too dumb to buy trip insurance like everyone else.
Cancer treatments should be delayed and she should take her trip. She can tell her doctor that quality of life trumps quantity of life. I have just gone through 11 months of treatments for stage 3 breast cancer and if I had known then what I know now, I would have gone on a dream family vacation before all this started. I sure can’t do it now. Spend fun, quality time with your family with no regrets. I wish I would have.
“Deadbeat?” and “supposed cancer?” Wow. Just wow.
@Bc Survivor – Thanks for your comment and different perspective. I wish you the best of luck in your fight.
Wow I think Harold must run a Funeral Parlor or a debt collection agency. He encourages deadbeats cause they cant fight back. Not only will this lady not be able to fly she might die and then the credit card company will be the one out of the money.
US Air will get there money for the ticket no matter what. They will sell that ticket that she inst going to use to someone else and for the actual cost of it not a bloated rate that she paid for it when she originally bought it.
There isn’t buyer’s remorse, Harold. You can’t travel when you have cancer – I got sick from flying when I was going through stage 3 ovarian cancer and chemo. You are told to avoid crowds. Give the woman her damn money back. It’s not just a situation of changing her mind. You people need to have a little dose of cancer to get it.
Harold, you really are a heartless piece of trash. I GUARANTEE that if you were this person, you in fact would like the money refunded to you. Remember, not everyone can live high off the hog ,be rich snobby and heartless like you. While I’m sure someone of your wealth might have the money to pay for this, you sure as hell couldn’t have true wealth in having friends or a companion with your attitude. Oh and as for you fighting for our freedoms, welcome to the club, you, I and millions of others have too… Dummy…
Before rushing to judgement, it would be nice to know if the airline has made exceptions in the past, and for what reason(s). That being said, I do not believe that businesses as a whole should be forced to make exceptions, but I also believe that in this case they have been given an opportunity to show that they are not just a big, faceless corporation, but a flexible, caring business entity. It wouldn’t surprise me that by making this exception they would benefit from the goodwill it could generate.
[...] The Right Sphere Tweet FILED UNDER: Doug Mataconis, Quick [...]
Harold: Buyer’s remorse? did you not read the story she has Breast Cancer and by Doctor’s orders it is not safe to travel.
You must be a U.S. Airways Kiss A#$ employee. I will never fly on U.S. Airways
As someone who has been around travel industry my whole life, I will just point out a few things. 1) This isn’t an unusual occurrence. There are a thousand legitimate and serious issues that cause people to cancel on a daily basis. These include deaths, sickness, emergencies etc. 2) Every decent travel agent and company advises individuals booking a big trip to also buy insurance. The cost of insurance is usually between 40-70 dollars and would completely cover situations like this. One thing people seem to not consider is whether this family was offered insurance and declined. Obviously this is a horrible thing to happen to anyone, but I think we have to be careful about judging the airline as well. If the airline grants an exception in this case, they risk lawsuits in the future from individuals who they decline similar exceptions for. While 4000 won’t make a big difference for the airline or the people who work there, defending those suits and changing their policies could. I really do feel bad for this family and hope they can work something out, but I don’t think this is as cut and dry as it may seem.
Obviously though US Airways could have handled this much better and taken care of it in a way that didn’t create a complete PR mess.
Harold, be sure to tell us the name of your business so that we can be sure to avoid it and what I’m sure would be certain buyer’s remorse.
Harold you sound like such a heartless human….she isn’t a deadbeat, she is dying. This family is probably thinking about needing the 4,000 to now pay for medical bills or to plan her pending wake and funeral. you are an awful excuse for a human being and american if this is truly how you feel and care for your other people.
A couple of years ago my family had an alaskan cruise booked. Flights via usair to seattle and cruise on royal caribbean.
Two weeks before the trip my father needed immediate open heart surgery. We sent usair &royal letters from doctors. Usair said take a hike, Royal allowed us a credit good for two years.
Since then, my family has been on 7 cruises (All on Royal), and I moved my corporate teams travel from usair to southwest and continental (about $50k a year).
I am not mad at Usair, we all just have to make business decisions that we think is right for us.
It is a sad situation and I feel for that person. But the rules are plainly clear when you purchase those tickets. A person can play the “what if ” game all day. There are so many events that can happen in ones life, no business can take in consideration for . Rules are set out by companies to make clear what they expect without question in order to protect their company, otherwise they would be called guidelines, more flexiable.
Liviing paycheck to paycheck i am no means rich, but do look at events as rational as possible. The term ” Lifes not fair” happens more than we like, so we must be diligent in all business dealings we make.
People: FYI… some of these posts are most likely written by the PR department of US Airways. Wake up. Don’t argue with them. In the fortune 500 complanies, both internal and external PR departments or firms are empowered to surf the net, pretend to be an “average Joe” and do damage control, just like the trash you are reading above. I’m not flying US Air anymore until they issue a refund AND an appology. And I fly quite a bit.
Harold, You must be a really nice guy.
Unless I missed the comment, no where in the comments did I read about the advisability of taking out travel insurance. Had the ill flyer done that, this issue would not be an issue!
Insurance has saved me more than once when I became too ill to fly!
US Air has been pulling stuff like this for years. It is systemic in their DNA as a company. I quit flying them years ago for just this type of behavior. I have flown well over 2000 trips in the last 20 years and I do my best never to use US Air for just this type of reason.
I won’t get into a game of hurling insults. I’ve always enjoyed flying on Usair, they’ll never see me or my $$ again.
This doesn’t surprise me. 3 years ago I was in Boston and notified that my Dad had been hospitalized. I contacted Useless Air to change my tickets. We were flying from Boston to Charlotte to Tri-CIties. My change was to get out in Charlotte. They said I would have to cancel my tickets and buy a new ticket from Boston to CLT. I was with a friend and they took my baggage on and I bought clothes in CLT. I wrote the CEO a letter that was ignored. So Useless has been practicing no customer loyalty for atleast 3 years
Same day they took advantage of South West Abondoning Pittsburgh Airport and then raising prises 600% and up. Heartless
already out of buisness , american airlines likes company
I empathize completely. My daughter has stage iv breast cancer and we took our family to disney because she wanted to make memories with her daughters while she could. US air’s sister company United airlines treated us horribly, changed all our seats, charged me extra to sit together when I found out they had put the kids with strangers instead of in our “confirmed” seating, and then when they cancelled one of our flights they failed to reimburse me for the extra together seats. I will only fly southwest, delta, jet blue or drive in the future.
harold book on a rickety wwI aircarft, skip the chute (weight savings) and have a nice flight
You know all rules need to make some room to be broken in extreme cases. I know now whcih airline I will use in the future and its not US Air anymore…………….
What happened to when a Doctor gave the person a letter and proof of the illness that was all you needed to get plans changed? The airlines made changes as required.
Matbe the airlines could transfer the tickets to the Doctor since he made a mistake. Then the Dr. could buy the tickets frm the lady. She would have the money for expenses she will have for her sickness. then the Dr.would use that airlines & no hard feelings against the airlines. And alot of other people would keep using them too
Ok – I’m speaking as both a frequent traveler, as well as a surviving widower who lost his young (39 yo) wife to breast cancer. As a traveler, I think this is just one more example of how the big airlines (pretty much anyone but Southwest) continues to nickel and dime the consumer – like their $150 change fees, and $25 per bag checked fees. I’ve let my money do my talking for me. Whenever possible, I fly southwest for business (I used to be a Chairman’s level flyer on US Air).
As a widower whose wife was also diagnosed Stage 4 breast cancer (a few years before she died), I find US Airways actions completely immoral, and despicable. I personally hope that they end up going out of business!
There is what you are required to do and what you should do. This is clearly a case of what you should do and anyone with even an ounce of humanity would refund the money. The best way for all of us who support this woman’s request to respond is not travel on US Airways. They claim they are doing what is required; then so will we. There are options when you travel by air and it’s time to exercise those options.
Can you imagine Southwest doing something like this? No way.
@ survivor: I, too, thank you for your different perspective and I, too, offer prayers for you and your family.
” Eh–it’s just a heart…you won’t miss it.” That is apparently true in the case of US Airways and possibly you, Harold.
@Harold and U.S. Airways: Shame, shame, shame, you heartless wretches! I support small business all the way, but one of the reasons I support them is because they ARE small and usually far more gracious in many circumstances than what you have proposed.
@in Joe: Great point about the PR folks in discuss here. I think probably there are some people who work for medical insurance companies on this site as well.
One more comment, this for Harold. I’m not anti-business, I spent almost 30 years in airline management and additional years serving our country. You can be a business person and capitalist and have a sense of humanity and compassion. I’m not sure why you think such a cold heartless approach is right but so be it; you are entitled to your opinion. If you are a U.S. Airways rep pretending to be Harold, that’s fine. Doesn’t matter; you’re wrong and so is US Airways.
I apologize..got so worked up that my grammar and spelling were lacking.
To bad. Another company I will now add to my boycott list. I am union and I will pass this on to my 25,000 strong.
I know for a fact that Joseph is correct. And i reflect his exact sentiments. Goodbye, US Air. I will be sharing this with my colleagues in the business world as well. We have been watching America become more and more heartless as everything is more about bottom line and less about people, or caring about a company’s reputation or product.
4 years ago I had the misfortune of ending up in the hospital unexpectantly. My doctor advised that I not fly on a trip I had previously booked to see my children. At the time US Airways said I could change the date of my ticket for $150. This was no where near the money this lady is fighting for, but the whole thing is about business principles. If you want to lose a customer, and about everyone that person knows, then continue to have cold- hearted policies like this. I will not fly US Airways anymore, unless there is no other choice, but Southwest really appreciates my money, just like the Eric previously stated, and someday US Airways will wish they had a few of us principled people as there customers, and not their negative bloggers.
Harold,
You are a heartless bastard just like the Airlines. If you would have read the article you idiot, you would have noticed that she was cleared to fly, and then the cancer came back and restricted her from flying. Obviously nobody in your family has suffered from this deadly disease. If she can afford a $4,200 airline ticket, I’m sure she can afford health insurance so we Americans won’t be paying for her care. You are probably a deadbeat who doesn’t have any insurance and relies on all other Americans to help you.
U.S. Airways,
I hope you go Bankrupt and out of business you heartless bastards. I will ensure everyone I know spreads the word not to fly with your airlines.
Harold,
I’ve had my own business for over 30 years and have run into all kinds of customer and situations but your responses seem to suggest that you’ve had more than a few customers who have had “buyer’s remorse”. If that is the case, you are not doing your job properly in explaining and/or selling them the services that you provide. Your attitude seems to suggest that you also decide who you want to do business with and who you don’t, fair enough. But calling a person a “deadbeat” in this situation suggests to me that it’s time for you to “hang up your business apron”, sell your business and go retire so you don’t have to deal with customers/people anymore that annoy you and who you believe are trying to take advantage of you.
Harold, and some of the others, I think you’re missing the point. This isn’t just a case of giving the money back, this is a public relations nightmare. It’s interesting that you own stock in US Air but are willing to allow them to cost themselves, and you, thousands, if not millions, in bad publicity and damaged reputation. If I’m not mistaken, US Air has already had a couple bouts with that this year (the man thrown off the plane for baggy pants while a cross-dresser was allowed to fly in little more than a bikini) and I would think that the president of the company would want to, at all costs, avoid any more and protect his stockholders (Read “YOU” in that statement Harold). It’s amazing that US Air has continued to shoot themselves in the foot this year. And this is over $4200, when doing the refund could have bought thousands, if not millions, in good publicity.
This story sickens me! I am a cancer survivor and will NEVER fly this airline again or any affiliate of it. Customer service is part of any service industry…..and is this customer service? This is disgusting!
We live in a society where doing the right thing has gone by the way. Peter Drucker once said, “its more important to do the right thing than it is to do things right. US Airways could have quietly done the right thing but they chose to do things right and follow their policy. They have chosen to make an example of this woman thereby doing significant harm to their public image. if I was the CEO of this company and I heard of an employee not making an exception for a documented situation like this I would have terminated that persons employment. Companies that do the right thing tend to be companies that grow and thrive. The only thing that differentiates one company from another today is the quality of service the consumer receives. There are other choices when it comes to airlines. Although I have used US Airways in the past for both foreign and domestic travel i won’t be using them in the future. I travel for business a lot. United Airlines has gone out of their way to help me when I travel. American has given me the same courtesy. Delta chose not to offer that same level of service. The last time I had flown Delta was 2008. I have paid more money to fly on AA and United and will continue to do so because both of these companies have delivered high quality service to me as my travel requirements have changed. I wish this woman and her family the best. I hope you decide to take the vacation. If I were you I’d make the memory with my family.
What happened to travelers insurance? I also think Dr’s should not charge anyone that’s ill. I’m already sick and then I have to pay? Wt..
Harold, really, wow, you are a piece of work, there will be a special place in h**l for you when your time comes. The woman is DYING. I don’t know what kind of business you run, but I sure hope I never give you any of my business. Karma, dude, really. I feel for that lady and her family, the airline is being truly heartless. You really think her family will want to take a trip and celebrate after she dies? Give the woman her money and let her have some peace already. Shame on everyone who disagrees.
$4200? Really, US Airways? I’m thinking that’s a small amount to pay considering what your company has to lose by this grotesque stand you insist on taking. Glad I don’t own stock with you because I’m going to enjoy watching it drop! Reverse this absurd decision, you heartless losers!
As a breast cancer husband, I am disgusted. This will factor into my decision to choose every time I fly.
Harold, I hope no one you love ever has to face this disease. People have a choice when it comes to picking someone to do business with. What is the name of your business? I am assuming you are quite willing to share that, unless you have “blogger beer muscles.” Anxiously awaiting a reply.
For a woman suffering with breast cancer, the LAST thing on her mind is going on a vacation…the thought of possibly not being there for your family in the near future must be totally overwhelming. The airlines is totally heartless…maybe they should rethink their stand, say from a viewpoint of “what if this situation involved my mother/sister/ daughter/cousin/aunt/friend/co-worker?”.
You can purchase insurance with your ticket purchase. Insurance would have refunded the ticket price due to illness. Besides, who would spend that much on airfare and not purchase insurance! I don’t even fly US Air, but I stand with them on their decision.
We had a similar experience with USELESS Airways. My husband was diagnosed with prostate cancer and was unable to fly. Had booked the trip BEFORE his was diagnosed, tried to get a refund, and got the same run around. The best they would do was grant an extension for 1 year……….To make matters worse he was an frequent flyer with them and had about 400K in one year with them. Lot of good that did……….
These people are cold, heartless, and greedy. You can bet, if one of their people had a medical problem, they’d probably fly first class. We will NEVER fly with them again, even if it means driving 3 hours to another airport!
I travel a LOT for business and usually have a choice between several carriers. US AIRLINES just lost another customer.
To preach terms and conditions to someone in this situation is simply unconscionable. US AIRLINES, I hope you choke on your 4200 dollars
I can guarantee I will not fly US Airlines! What are they thinking? Obviously they are not only lacking compassion but also in smarts. What do they think? That people have no other choice!!
U.S. Airways should not HAVE to make a morally correct choice. These are the kinds of events that separate the companies that say they care for their customers and those who really do. These are the events that show the public whats companies are worth being loyal to and those that are not. If Charles Dickens were alive today he would have great material here for another Christmas story. Those people who believe that U.S. Airways has shown that they put the dollar above doing good for those in great need and find this reprehensible should no longer do business with them. I will not ever do business with them again. I am sending this to my children, grandchildren, siblings, friends and associates and encourage them to reconsider their choices in airline service.
The final decision by Us Air on this situation was simply a bad business move. Keep a customer for life once, or send them away forever; they chose to alienate an entire family forever. I suspect that many others familiar with this situation will stay away too. I believe that if my employees ever say “no”‘ then someone else will probably say “yes”. Us Air should not have said “no” , because given the same circumstances another carrier would have probably have said “yes”! Given that scenario, who would you give your continued business to?
After 3 times and over 10years of fighting cancer with 1 stage 4 it is what it is. Don’t give the refund, just get her off her pity party and fight. I know and I told my kids it’s going to get me but in the meantime I’m living. Smile life was good today, because someone smiled and someone made you laugh if you allowed it.
U.S. Airways just lost my business as well. It is not a pity party, it is just poor business to not issue a refund under that circumstance (no matter what their policy is). Goodbye U.S. Air!
Also like to add, no one owes you anything. I pay for insurance and have only collected once but it covered all the premiums I had paid, to Bill I respectfully disagree, Richard that’s one of are problems in our country, and you with the grandchildren should know that you need to earn your way,
Plus I’ll still use them. Now I’m going to eat the lasagna my sister made. Have a goodnight
I am so dissappointed in US Airways. I am the lead travel coordinator for our New York based national firm. Here is my promise US Airways, you will receive not one dollar from our company until we hear that the refund has been issued to this family.
US Airways should be ashamed of itself for being heartless & cold. You are charging us more fees with luggage & other fees but can’t afford to refund a dying patient. Shame on you. May your business take a big dive. Just remember that there is a God out there who knows everything. You will have to deal with HIM.
We had a similar experience with USELESS Airways. My husband was diagnosed with prostate cancer and was unable to fly. Had booked the trip BEFORE his was diagnosed, tried to get a refund, and got the same run around. The best they would do was grant an extension for 1 year……….To make matters worse he was an frequent flyer with them and had about 400K in one year with them. Lot of good that did……….
These people are cold, heartless, and greedy. You can bet, if one of their people had a medical problem, they’d probably fly first class. We will NEVER fly with them again, even if it means driving 3 hours to another airport!
Well, well, morning news indicates the US Airways has done the right thing, but only after a lot of national attention. They refunded her money. Gee it only took 24+ hours to wake them up.
I am booked on a flight with US Airways currently, but this will be the first and last time I fly this airline, if this is their way of doing business. Seems that there are so many folks who have to walk in another’s shoes to get the point. How very sad that money trumps something like this. Reminds me of: “Be assured that a walk through the ocean of most souls would scarcely get your feet wet. Deteriorata/Desiderata”