ZERO stars!
I traveled from STL to SFO a few weeks ago (with a layover in PHX). I have a couple complaints;
One, I was checking 2 pieces of luggage in STL. One ended up being 14lbs. over weight (it was a cooler with food I bring home each year from my dad). I was charged an additional $90 on top of the $35 initially for the cooler to ship (including the $25 for my first bag- so $150 total)! This is an OUTRAGEOUS additional charge! I thought overweight bags were charged an additional $25 like other airlines I've had to pay at but $120 to ship one bag is just insane (and a set price for overweight bags is NOT listed on your website)! On top of that I paid $250 for a pet ticket so my baggage fees were $400 total... $100 more than my round trip ticket to fly. I couldn't believe that!
On another note, the woman agent helping me at STL was the most rude customer service agent I've ever dealt with anywhere! She was rude to me about the overweight baggage and then claimed my dog was too tall to fit in her carrier so she claimed she wouldn't allow her to fly. She raised he voice at me and called me "a very inhumane person" for making a dog ride like that for a whole flight; seriously making me cry. I fly all over the country to do shows with my dog and this has never been a problem, including on the first leg of my trip when I bought the round trip dog ticket in SFO. This woman name-calling was totally inappropriate... people in line beside me were astonished. Since I had my round trip dog ticket purchased already, and she was sick of fighting with me over it, she let me go but told me the gate person probably wouldn't let me on the flight (and of course the gate person did).
Between the dog crate episode and the bags, I have never been treated so poorly and charged with such ridiculously high adage fees. I'm very disappointed to not be able to fly US Air anymore since I never had problems with them in the past. It was a horrible way to end a very nice holiday vacation.
I have passed the word on to as many people and websites as possible not to fly this airline!