Our Customer Service Plan is intended to provide you with information regarding US Airways' policies, procedures and methods for handling certain aspects of your travel on our airline, including those exceptions that may occur in your travel plans.
This Customer Service Plan is explicitly separate from and not a part of US Airways' Contract of Carriage.
If you've already traveled and need help or have questions, please send US an email.
Offer the lowest fare available
On our website (usairways.com), at the ticket counter or when a customer calls US Airways’ reservations center to inquire about a fare or to make a reservation, US Airways will offer the lowest fare available for which the customer is eligible based on the date, flight and class of service requested. In some cases, the lowest fare may only be available on our website (usairways.com.)
US Airways' agents are trained to offer customers the lowest available fare in the market. This includes all agents representing US Airways at our reservations centers and airport ticket counters. US Airways' reservations policy and practice dictates that all reservations agents sell the lowest available fare in a given market per flight segment unless otherwise specified by the consumer (i.e., First Class or unrestricted Coach). Reservations agents use automated methods through the computer reservations system to accomplish this.
Notify customers of known delays, cancellations and diversions
When unforeseen problems occur and flights are delayed, cancelled or diverted, US Airways will make every effort to notify customers in a timely and accurate manner with the best available information.
US Airways will provide information about a change in the status of a flight within 30 minutes of becoming aware of such a change in the status of a flight. A change in the status of a flight means a cancellation, a diversion or a delay of 30 minutes or more in the planned operation of a flight. US Airways will provide the information in the boarding gate area for the flight at a U.S. airport, on our website (usairways.com) and via US Airways Reservations (800-428-4322).
Deliver baggage on time
US Airways makes every reasonable effort to deliver bags in a timely manner (within 24 hours) and will attempt to contact any customer whose unclaimed, checked luggage contains a name and address or telephone number.
US Airways advises all customers to place identification on the inside and the outside of all checked baggage. This enables our agents to contact passengers who have not claimed their checked baggage. If the bag tag is missing and the identification on the outside of the checked baggage does not contain a phone number, then this may prevent US Airways from returning the baggage within 24 hours.
If a customer determines that his or her checked bag is not at Baggage Claim as expected, then the customer must submit written notice of delayed baggage within four hours of flight arrival. When a customer reports a delayed bag, US Airways uses the baggage tracing system to initiate the search. Tracing efforts begin as soon as the delay is reported. US Airways recognizes the inconvenience and will do everything possible to quickly reunite the customer and his/her baggage.
When customers have made a claim within four hours of flight arrival, US Airways is willing to cover reasonable, actual and verifiable expenses (such as toiletries) related to baggage loss, damage or delay. The following guidelines apply:
- Reimbursement for reasonable interim expenses, such as toiletries will be considered upon submission of receipts
- Interim expense allowance is paid per ticketed customer, not per bag
- Receipts must be submitted for reimbursement
- US Airways will refund the checked baggage fee for any lost baggage
24-hour refund rule
You're allowed to cancel your refundable or non-refundable ticket for a full refund (and no change fees and/or difference in fare) within 24 hours of booking.
- You must call 800-428-4322 (800-245-2966 TTY) within 24 hours of purchase to cancel the reservation and request a refund.
- The reservation must have been booked at least 7 days before scheduled departure.
- This policy does not apply to AAdvantage award tickets.
- Refunds are only issued for tickets booked on usairways.com or with US Airways Reservations.
Provide prompt ticket refunds
US Airways will provide prompt refunds when ticket refunds are due.
For credit card purchases, US Airways will provide refunds within seven days or according to the rules set forth in 14 CFR §374.3 and 12 CFR Part 226. For cash and check purchases, US Airways will provide refunds within 20 days after receiving a complete refund request.
US Airways will also refund fees charged to a passenger for optional services that the passenger was unable to use due to an oversale situation or flight cancellation.
All refund requests are entered into a tracking system by refund type, date of receipt and date of correspondence.
Accommodate passengers with disabilities & special needs
Passengers with disabilities
US Airways is dedicated to providing safe, convenient and reliable travel to all individuals. US Airways employees are trained to comply with the Air Carrier Access Act (14 CFR Part 382).
In accordance with the Air Carrier Access Act, US Airways will not discriminate against any passenger with a disability. Employees who interact with passengers with disabilities will exhibit kindness, awareness and respect. At every airport, US Airways has employees that have been trained as Complaint Resolution Officials to answer questions.
US Airways accepts unaccompanied minors five (5) years through fourteen (14) years of age on nonstop flights and children eight (8) years through fourteen (14) years of age on connecting flights operated solely by either US Airways or American Airlines. An escort service charge of $150 (plus tax) per direction applies to all unaccompanied minors on US Airways flights. Young adults ages 15 - 17 years are accepted without restrictions. Children 15 and older are not subject to the unaccompanied minor policies.
Exception: Young adults 15 - 17 years of age can be made an unaccompanied minor at the parents' discretion by paying the escort fee. When the escort fee is paid, all unaccompanied minor policies and procedures will be followed.
Meet essential needs during a lengthy tarmac delay
US Airways never intends to cause undue stress to our customers. However, due to unforeseen circumstances, there may be times when an aircraft is either unable to take off or, after landing, may have to wait for a gate to become available. In such an event, US Airways utilizes its Contingency Plan for Lengthy Tarmac Delays.
In accordance with the US Airways Contingency Plan for Lengthy Tarmac Delays and 14 CFR §259.4, US Airways will meet customers’ essential needs during a lengthy tarmac delay, such as food, water, lavatory facilities, access to medical treatment and an opportunity to deplane.
The pilots will frequently communicate with US Airways' Operations Control Center, Station Operations and/or the Ramp Control Tower for updated information. The pilots and/or the flight attendants will keep the passengers informed.