I've flown US Airways three times in the past four months. All three flights experienced significant delays, two for mechanical reasons. Things happen, but the way they are handled matter. When AmericaWest acquired US Airways, the toxic US Airways culture won out. Will history repeat with the American merger?
This time it's weather causing the problem. Can't blame US Airways for that. A worst in the airline industry phone app, however, makes things worse. An 800 number with endless automated questions ending in a "call back later" and disconnect (you'd say they hung up on you if it was a person) due to the high volume of calls makes things worse still. I'm sure folks with better technology and more nimble fingers outmaneuvered me, but when did receiving airline customer service become a technology based meritocracy? Actually it's been a while. I've been on the winning side a time or two also. Still, US Airways/American management is relentlessly selfish and not at all customer driven, a philosophy that permeates every level of the company.