US Airways in Charlotte North Carolina has a problem personality on their staff. Good airline, when working with people like Cola Lindbergh CLT but get someone like Marie Stevens CSS and you'll hate life! Re-train her on customer service, travelers are paying clients not inmates!
My minor daughter had her passport expire. We were unaware that minors passports expire in 5 years where adults it's 10 years. We were all feeling bad enough, as this was a major bump in our vacation, but the passports were looked at and we saw we were good as far as expirations, unfortunately we assumed since we all got our passports on the same day, they would expire at the same time, we were wrong.
Cola was wonderful, helpful, and kind as my daughter was very upset, while Marie Stevens at their "customer service" counter was mean, and very cold. US Airways would do well to have a little sit down with Marie (I think the supervisor) and let her know there isn't a need to kick people when they are down.
UPDATE....
It gets better... On our flight back to Phoenix from Charlotte (1/6/2013) a passenger asked a flight attendant if she could get assistance UN-boarding the plane as she had a short connection and due to our flight running late she may miss her connection... The flight attendant replied that maybe the passenger should plan her flights better and sit closer to the front of the plane (not our family) Really? She was rude to others the whole flight, several people noticed it. It's too bad one or two people can ruin a companies reputation, not sure we'll fly US Airways again.