Time to flood the complaint lines

Posted on: Thu, 03/02/2006 - 11:45pm
qdebbie1's picture
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Joined: 02/10/2005 - 09:00

Ok. Yes. This doesnt belong here.
I put it here because I do not always check the airline thread, unless I am traveling.
Usair is now serving peanuts on all flights. I live in a usair hub and can not find a flight with someone else without it taking an entire day of connecting flights. This is wrong.
I have read a little about it and apparently they are thinking of revisiting this decision. I think we can help with that decision.
[url="http://www.usairways.com/customers/contact/consumeraffairs.htm"]http://www.usairways.com/customers/contact/consumeraffairs.htm[/url]
This was posted by someone else as the chairman's address?
Douglas Parker
2345 Crystal Drive
Arlington VA 22227
I think a quick email is good enough.
Even if you would rarely have to fly usair, if they do it others may follow.

Posted on: Fri, 03/03/2006 - 12:12am
robinlp's picture
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Joined: 05/14/2002 - 09:00

I agree Debbie...this is serious stuff. We flew USAir last week and the plane was COVERED in peanuts...not exaggerating. Peanuts were ground into the seat I was sitting in and on the floor in the holes where the seats are places peanut pieces were all over. Even if they cleaned the plane they couldn't get the peauts in those ground in holes unless they did some serious deep cleaning. Thankfully I was traveling w/out my children.

Posted on: Fri, 03/03/2006 - 1:11am
lilpig99's picture
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Joined: 12/22/2005 - 09:00

i just emailed them...after submitting, it said they were receiving an unusually high number of emails right now....hope its from some of us! I do not regularly fly, but yes, this is important. Please take the time to pop them an email with our concerns...
------------------
Jill
DD, 5, TNA
DS, 18 mo. EA, MA

Posted on: Fri, 03/03/2006 - 1:23am
dgood's picture
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Joined: 03/27/2004 - 09:00

We travelled US Air last year safely before they changed their policy. I already emailed them a few weeks ago when I found out about the change and was trying to book a flight. They did send me a form letter basically saying in so many words that they were sorry and that they were getting similar requests and may reconsider at some point in the future.
Hopefully they will change. I did find through research that United and American were safe bets.

Posted on: Fri, 03/03/2006 - 7:40am
anonymous's picture
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Joined: 05/28/2009 - 16:42

I did.... Here's response.
Please note I already posted under another thread but thought important enough to place here as well..
Dear Ms. XXXXX:
Thank you for contacting us. I appreciate the opportunity to respond.
From your correspondence, I understand you are concerned that customers who
are allergic to peanuts might potentially experience a reaction when
peanuts
are served aboard US Airways flights. US Airways did not serve peanuts as
a
snack prior to our merger with America West Airlines. As part of the
combination of both carriers' operations, Ms. XXXXXX, a business decision
was made to adjust our snack selections to provide variety to our
customers.
Peanuts are now included in our snack rotation, along with pretzels.
We have heard from many customers concerned about the potential risks of
offering peanuts as a snack, and we are evaluating our snack selections for
possible changes in the future. We are keeping track of the names and
contact
information of all customers who express a concern to our office about the
service of peanuts, and we will make every effort to share information
regarding any changes to our policies or procedures.
Past guidance provided by the U.S. Congress indicates that creation of
buffer
zones or other accommodations of customers with severe peanut allergies are
not required under the Air Carrier Access Act of 1986. Allergic customers
planning future travel on flights operated by US Airways or America West
aircraft should know we do not currently offer peanut-free flights or block
the service of peanuts to other customers. We stress the importance of
taking
appropriate medicinal precautions.
Our crew members are trained to deal with medical emergencies in the event
an
allergic customer experiences a severe allergic reaction while flying with
us. US Airways has contracted with MedLink to provide instant assistance
to
our crews - 24 hours a day, 7 days a week - with the diagnosis and
treatment
of customers experiencing health problems while onboard our aircraft.
Ms. XXXXX, we value your feedback. We hope you will continue to
consider
US Airways when making air travel plans.
Sincerely,
Kenneth G. Dickie
Executive Staff
US Airways Office of Consumer Affairs
P.S. I sent him a response to this today and he got right back to me within an hour.
You may want to try the e-mail address below instead of the link at customer service because I got a message at first saying something like due to the nature of my comment they were forarding it to another dept.
[email]US_Customer_Relations@usairways.com[/email]
[This message has been edited by Rosie's Mom (edited March 03, 2006).]

Posted on: Fri, 03/03/2006 - 12:37pm
MimiM's picture
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Joined: 10/10/2003 - 09:00

dgood,
United and American are good but I just want to mention that United is a partner of US Airways now so if you make reservations on a United flight, you may end up on a US Airways plane for part of your flight plan.
I actually have had several conversations with Ken Dickie as well. Infact my last one was yesterday. We recently booked round trip flights for four of us to fly to Disney in November. We were so excited because we booked early enought to be able to use our frequent flier miles for all of us! This was before we found out about the change in policy. I still have the reservation in hopes that US Airways will change their policy before November though I don't feel too encouraged that this will happen.
We will be able to get a refund because there is a note in our reservation from Ken authorizing a complete refund of miles if we want it. Problem is, when will I be able to use these miles? I have almost 150000 miles accumulated but the only way I can use them is if I'm planning a trip without my kids. This would be an extremely unlikely situation.
Atleast we do have a "plan B" for our trip to Disney. If we end up not flying, we will drive. It will be a long drive (14 hours-two days of driving) but at least then, we don't have to rent a car. Between the time it takes to get to the airport, the checking in and waiting, then getting the rental car, etc. flying ends up taking several hours anyway.
Driving may take longer but in some ways it may be fun for the kids to see what it's like to actually step foot on the soil of different states rather than just flying over them. My kids are looking forward to playing video games (and my older one is really starting to get hooked on reading).
I do hope that whether it be now or later, that US Airways does change their policy. They have a lot of flights out of BWI (our closest airport) and they tend to be less expensive than many other airlines
[img]http://uumor.pair.com/nutalle2/peanutallergy/frown.gif[/img]

Posted on: Sun, 03/05/2006 - 2:27am
ajas_folks's picture
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Joined: 04/28/2000 - 09:00

Linking to Airlines discussion where I posted a different link to USAir possible contact.
[url="http://uumor.pair.com/nutalle2/peanutallergy/Forum9/HTML/000393.html"]http://uumor.pair.com/nutalle2/peanutallergy/Forum9/HTML/000393.html[/url]
~Elizabeth

Posted on: Sun, 03/05/2006 - 4:59am
LisaM's picture
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Joined: 11/04/2005 - 09:00

Here's my letter (unfortunately, I dashed it off before finishing the last sentence properly, but they'll get the point):
I am currently a graduate student, and when I finish my program will need to fly frequently to the States for conferences. I am writing to complain about your company's decision to sell peanut snacks on board your flights. I have a life-threatening allergy to peanuts and to tree nuts and I simply am unable to risk flying with an airline which serves peanuts.
A study published in the Journal of Allergy and Clinical Immunology (*the* most prestigious medical journal in the field) shows that peanut protein is airborne on flights where peanut snacks are served. (They analysed a plane's air filter.) Not all peanut allergic people react to the airborne protein; some, however, do. As well, the peanut residue on the seats could cause someone to die if they got trace amounts on their hands and rubbed their eyes or ate before washing their hands.
Allergic reactions are extremely difficult to deal with on flights---the only treatment is epinephrine followed immediately by treatment in hospital. If someone were to have an allergic reaction in flight, the plane would have to make an emergency landing.
I believe it is only a matter of time before someone has a life threatening reaction and starts a lawsuit over this issue. Researchers cannot explain why, but it is certain that allergies are on the rise and it seems that peoples' allergies are becoming increasingly severe. Choosing to serve pretzels I believe would be the most ethical decision. As well, I would think that it would be in your company's best interest.
PS It is impossible to enter a "valid" zip code on your website if one has a Canadian address. I have had to invent a zip code in order to send this message.

Posted on: Tue, 03/07/2006 - 4:42am
qdebbie1's picture
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Joined: 02/10/2005 - 09:00

the more emails they get, maybe just maybe they will reconsider the poison on the airplane.
>
>Dear Ms. Quillen:
>
>Thank you for taking the time to contact us about our recent changes to our
>inflight snack service. I appreciate the opportunity to respond to you.
>
>I regret you are disappointed with our decision to resume serving peanuts
>on
>our flights. Prior to our merger with America West, US Airways did not
>serve
>peanuts or peanut-based products; however, with the combined operations of
>both carriers, the snack offering has been adjusted to provide variety to
>our
>customers. As of the date of this letter, peanuts are being rotated into
>the
>snack service and will be alternated with pretzels and other snacks.
>
>We have received a number of letters and e-mails from customers who are
>concerned about the potential risk of offering peanuts as a snack, and we
>are
>currently evaluating the snack selections for possible changes. Past
>guidance
>provided by the U.S. Congress indicates that creation of buffer zones or
>other
>accommodations for customers with severe peanut allergies are not required
>under the Air Carrier Access Act of 1986. As such, should you plan to
>travel
>on US Airways or America West flights in the future, we recommend you take
>the
>necessary precautions for a likely peanut exposure, including having the
>appropriate medication available on the flight to counteract an allergic
>reaction.
>
>Ms. Quillen, thank you again for allowing me to respond to you. We hope
>you
>and your family will continue to select US Airways for all of your future
>air
>travel needs.
>
> Sincerely,
> Timothy Graham
> Executive Staff
> US Airways Office of Consumer Affairs
>
my response:
Thank you for your response.
Disappointed hardly covers my feelings about this subject. Is there someone who I can appeal to directly about evaluating possible snack changes?I must ask you to think about this statement you made:
" should you plan to travel on US Airways or America West flights in the future, we recommend you take the necessary precautions for a likely peanut exposure, including having the appropriate medication available on the flight to counteract an allergic reaction."
I assume you are referring to an Epi Pen and benedryl. Maybe your company is unaware of the complexities of anaphylactic shock. These are only temporary counteracting measures. The "appropriate medications" require a visit to the emergency room. How will this happen during a flight?
The washington post reports that your company is the ONLY one serving peanuts AND not offering any kind of protection in the process:
By Andrea Sachs
The Washington Post
"Dear Fearless Traveler: My son has a sensitive peanut allergy. Which airlines no longer serve peanuts aboard domestic and international flights?
Dear Reader: In recent years, some airlines have replaced peanut snacks with less-controversial pretzels. The Food Allergy & Anaphylaxis Network, an advocacy group in Fairfax, Va., maintains a list of carriers that are sensitive to fliers with peanut allergies.
For example, American, United, Northwest, JetBlue, Spirit and ATA are peanut-free, as are Aer Lingus, Alitalia and British Airways. Some airlines are not so clear on their peanut policy: Due to the US Airways-America West merger, peanuts and pretzels are served at random -- and there is no way to find out in advance which will be offered.
Meanwhile, carriers such as Delta and Alaska airlines do serve the nut but have created peanut-free zones. Just be sure to request seats in this section when making your reservations. FAAN suggests passengers "reconfirm the peanut snack policy when booking reservations.""
Does USAIR find pride in being the ONLY airline willing to risk the lives of peanut allergic customers? While you are not required by law to do anything, ("Past guidanc provided by the U.S. Congress indicates that creation of buffer zones or other accommodations for customers with severe peanut allergies are not required under the Air Carrier Access Act of 1986.") are there any ethical or moral obligations to the public that may play a role in your snack decisions.
If every other airline is able to fly planes without peanuts or at the very least offer safe zones, I can only ask why there is such indefference at USAIR.
**"We hope you and your family will continue to select US Airways for all of your future air travel needs.**"
I live in a city that is(was) a USAIR hub. My family and I have flown 3 times in the last year before you added peanuts to flights. It will be difficult for me and probably financially costly but I will never be able to safely fly with Usair again.
I will pass you response to my local and national media contacts. Yes, I really have them. I am quite an advocate for peanut allergies.
Is there a phone number I give them as well for further questions?
Thank you in advance for this information.
debbie
Do you think I will get another response?
IDIOTS!

Posted on: Tue, 03/07/2006 - 5:22am
TarynsDad's picture
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Joined: 02/14/2006 - 09:00

I think Im of rare breed here, but I dont see what the fuss is here. Its an airline, something you pay to fly on, an actual company, if they want to serve peanuts they can....I to wish they wouldnt, but I dont get upset at the fact they choose to do so. I will just never fly them again, or at least until they change their ways, but Im surely not going to loose sleep over their decision to serve peanuts......this is just my humble opinion though.
Tim

Posted on: Tue, 03/07/2006 - 5:34am
TarynsDad's picture
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Joined: 02/14/2006 - 09:00

Let me also add that I will also send them an email asking them to reconsider serving peanuts....

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