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While employed w/ US Air they pushed their ticket, gate & baggage agent to send all complaints to the local Station Mngr's email address so those complaints would not have to be reported to the DOT. You know those numbers come out on T.V. & radio about airline complaints? Well US Air's are grossly under reported. Since America West merged w US Air, US Air has been doing some under handed stuff to improve their stats. including, but ( DEFINITELY) not limited to firing agents doing proper procedures instead of covering the behind of US Air's mistakes! BEWARE! Inform yourself before you travel US Air, then you can know for sure when you are getting proper service or just getting screwed!
PS. Be aware the agents you are talking to no longer have ANY control over actual customer service (as we use to w America West) although agents would really want to help you out, it is now a choice of assisting you properly or having a job!