Travelled on this airline because they have a non-stop from PHX to London. Got to the airport and they said the airplane had been "delayed" a day. Well that doesn't work for me since we were catching a cruise. They at least got us to our destination in time to catch the cruise but we were promised a hotel and reimbursement of expenses caused from the delay. We took a red-eye into LaGuardia then we had to get a shuttle to take all 10 of us to JFK airport at 5 am in the morning. Dead tired we got to customer service expecting to receive a hotel to rest before we took a second red-eye to Europe but they told us they couldn't get one for us. Good thing we booked that direct flight to London. We had to pay for the hotel in Europe because the delay didn't give us time to give them adequate notice. We send in all of our receipts but were told they wouldn't pay for our hotel which was our major expense due to the delay. Then they kept asking me to send my banking account information stating that they could only do wire transfers and could not send me a check. Forget that I would not give them that type of information. My friend that went on the same trip was given a check although they weren't reimbursed for the hotel. I finally sent an e-mail to the representative that helped my friend and got a check but it took months and I only received a portion of the expenses I incurred due to the delay.
Flight home was actually great since we got the non-stop and their weren't any problems.