We have been flying this airline for a number of years due to convenience of locations and the free miles we earn with their cards. In the past, they were quite good, able to trouble shoot problems we had on two occasions in foreign airports (Frankfort and Sao Paulo).
In the last few years customer service has deteriorated. When we tried to deal with an international flight that had too tight a connection in a foreign airport, they were rude and uncooperative over the phone and after an hour haggling with them, they made a change to an itinerary that was just as bad.
Airline attendants have never been that good there, rudeness not uncommon. The food used to be at least okay. The last two years the food on their planes has been inedible. We now take our own food on the plane even though the meal is included.
At a recent flight, our luggage was damaged upon arrival. Their staff at the baggage claim was very uncooperative and denied any responsibility. Obviously, I couldn't prove it was their incompetence so all I have left is this review.
Choices for the kind of flights we need at Sky Harbor is limited so switching to another airline isn't much of an option. US Air is just as bad. The difference is that US Air was always bad, UA wasn't until a few years ago. Clearly, something has changed in their system to cause this.