Handle "bumped" passengers with fairness and consistency

Each airline will establish and disclose to the customer policies and procedures, including any applicable requirements (such as check-in deadlines), for managing the inability to board all passengers with confirmed reservations.

During a denied boarding situation, US Airways makes available the "Take Flight With US" brochure. The brochure explains US Airways' obligations and the passenger's rights in the case of an oversold flight in accordance with regulations of the U.S. Department of Transportation. US Airways will first solicit volunteers to give up their reservations (seats), in exchange for compensation. When US Airways does not receive enough volunteers, US Airways may deny boarding involuntarily to passengers holding a confirmed reservation. US Airways may assign and release seats based upon special needs, time of check-in, product purchased, frequent flyer status, and/or ease of re-accommodation.


It is US Airways' policy to never intentionally cause a passenger to be inconvenienced when he/she holds a confirmed reservation on an US Airways flight. However, due to operational requirements, inventory control policies and a varying degree of no-show passengers, there will be times when passengers cannot be accommodated on the booked flight. When these conditions occur, it is US Airways' policy to arrange the first available alternate accommodations as efficiently as possible and/or compensate eligible passengers in accordance with existing US Airways Tariffs and Department of Transportation (DOT) regulations.

US Airways will not deny boarding involuntarily to any passenger until airline personnel first ask for volunteers who will give up their reservations willingly in exchange for some form of compensation. It is always the goal to obtain 100% voluntary denied boardings.

If a ticketed customer asks if the flight is overbooked, the employee responsible for such information in their day-to-day work activities would be expected to respond accurately if the information is available.

Passenger check-in requirements and cancellation of reservations

All reservations (including those on continuing and return flights) are subject to cancellation without notice if the following occurs:

1. The passenger has not purchased a validated ticket indicating confirmed seat(s) at least thirty (30) minutes prior to scheduled departure of the flight, or earlier if a greater time limit is specified.
2. The passenger fails to fulfill the requirements of the fare type to which the reservation applies.
3. If the passenger is not present at the boarding gate at least 15 minutes prior to scheduled departure time, even if the passenger has already checked-in for the flight at a place designated for check-in (i.e., a ticket counter, web check-in, kiosk, etc.).
4. If such action is necessary to comply with any governmental regulation, or to comply with any governmental request for emergency transportation in connection with the national defense, or whenever such action is necessary or advisable by reason of weather or other conditions beyond US Airways' control.
5. If US Airways refuses to transport the passenger for any of the reasons stated in Rule 35 (Refusal to Transport) of the US Airways Tariffs.

Denied boarding procedures - passengers denied boarding involuntarily

Passengers are entitled to a payment of "denied boarding compensation" from US Airways, unless:

1. The passenger has not fully complied with the US Airways' ticketing and check-in requirements, or the passenger is not acceptable for transportation under US Airways' rules and practices.
2. Passengers are denied boarding because the flight is canceled.
3. A smaller capacity aircraft was substituted for safety or operational reasons.
4. A flight operating with an aircraft having 60 or fewer seats has safety-related weight/balance restrictions that limit payload.
5. Passengers are offered accommodations in a section of the aircraft other than specified in their ticket, at no extra charge (a passenger seated in a section for which a lower fare is charged must be given an appropriate refund).
6. US Airways is able to place the passenger on another flight or flights that are planned to reach the final destination within one hour of the scheduled arrival of the original flight.

If the passenger has been subjected to involuntary denied boarding, the passenger is entitled to one of the following forms of compensation.

For domestic flights:

• If the passenger's arrival at his or her final destination is greater than one hour but less than two hours past their original scheduled arrival, involuntary compensation is 100 percent of the sum of the values of the remaining flight coupons of the ticket to the next stopover, but not to exceed $400
• If the passenger's arrival at their final destination is two hours or more past their original scheduled arrival, involuntary compensation is 200 percent of the sum of the values of the remaining flight coupons of the ticket to the next stopover, but not to exceed $800

For international flights:

• If the passenger's arrival at his or her final destination is greater than one hour but less than four hours past their original scheduled arrival, involuntary compensation is 100 percent of the sum of the values of the remaining flight coupons of the ticket to the next stopover, but not to exceed $400
• If the passenger's arrival at their final destination is four hours or more past their original scheduled arrival, involuntary compensation is 200 percent of the sum of the values of the remaining flight coupons of the ticket to the next stopover, but not to exceed $800

Disclose travel itinerary, cancellation policies, frequent flyer rules, aircraft configuration

Each airline will disclose to the customer:

• Any change of aircraft on a single flight with the same flight number.
• Cancellation policies involving failures to use each flight segment coupon.
• Rules, restrictions and an annual report on frequent flyer program redemptions.
• Upon request, information regarding aircraft configuration, including seat size and pitch.

US Airways' policy and practice

1. US Airways reservations and ticket agents provide verbal notification to those customers whose flights experience a change of aircraft when booked on a flight with a single flight number.
2. Customers who do not use each flight coupon, use flight coupons out of sequence or have an unused segment in the itinerary may cause the reservation to be canceled. Customers are advised to call US Airways to cancel a segment should their travel plans change.
3. Members of the US Airways Dividend Miles (frequent flyer) program can view a Dividend Miles membership guide online. The membership guide outlines the rules, restrictions and redemption of miles. While there are black out dates and limited seats available at Value Award levels, Top Value Award redemptions are always available as long as the flight is not completely sold out.
4. Customers may request information regarding our general aircraft configuration at any time. US Airways agents are able to provide information regarding exit row seating, seating for physically-challenged passengers, seat configuration, average seat size and pitch. Telephone reservations agents, upon request, will provide the customer with seat information including the average seat size by class of service. The information is accessible in the Direct Reference System through the computer reservation system.
5. Information regarding the US Airways Dividend Miles program can be found in the following locations:

• Membership Guide online at Dividend Miles.com
• Dividend Miles.com
• Dividend Miles Service Center
• e-Statements and Dividend Miles emails sent out each month
• SEC filings on 10K Report (Dividend Miles travel Awards redeemed as a percent of total revenue passenger miles)
• Dividend Miles section in the US Airways Magazine

Ensure good customer service from Codeshare partners

Each airline will ensure that domestic codeshare partners make a commitment to provide comparable consumer plans and policies.

US Airways and our domestic codeshare partners continually work together to provide seamless travel. Each codeshare partner can ticket and make advance seat assignments when booking customers on a codeshare flight. US Airways and their domestic codeshare's Customer Relations, Airport Services and Alliance Operations Departments work closely to ensure consistent and quality customer-handling practices

Be more responsive to customer complaints

Each airline will assign a customer service representative responsible for handling passenger complaints and ensuring that all written complaints are responded to within 60 days.

We are committed to processing all written compliments and complaints in 3-4 business days, however we're able to respond to emails faster than letters.

• Contact Customer Relations