Man, US Airways' website sucks. And, they've had a few versions of their website over the years, but they've had one thing in common: they all suck. Why is it so difficult for them to put something together that a.) makes sense, and b.) works?
So the other day, I try to book tickets. I get an error message when I hit "Purchase", and it says to retry it. I try it again, same result. I call their support number for their website (which it says to call after retrying), and talk to a tech who says that my problem is that I'm using Firefox, and that their website "only works with Internet Explorer." (!)
I call up their main reservations line and try to book the identical ticket and get told that I'll be charged a $10 fee for doing it by phone rather than booking the tickets online. The rep tells me that it's no big deal, and he'll waive the fee. I try to book the ticket, and it won't go through, yet again. (I know I have enough money in my account, and I know that my card works -- 10 minutes before I tried booking with US Airways, I booked the return leg of the same trip through Continental with no problems whatsoever.) The rep asks me several times if the verification code on the back is correct. I read the entire card number + verification code to him several times. He asks me if I'm sure the verification code is what I'd told him. I tell him yes. He gets a bit peevish and asks me again. I tell him that I'm holding the card in my hand, and offer to e-mail him a digital picture of the front and back of my card if he'd like. He tells me "That won't be necessary, sir." I ask him what will be necessary to book the tickets, because there's obviously something that's not working.
So we're at an impasse. The rep holds my reservation, though, for 24 hours so my seats are locked in, even if I haven't ticketed the reservation.
Later that day, after work, I try again from work using IE this time. Same result, multiple times. I call up the reservations line again, and get quoted the same price + the $10 talk-to-a-human fee. I tell the rep that the other rep had waived the fee. (Fortunately, I remember the name of the first rep, as the next question is "Who told you that?" I love it when customer service people ask that question. Makes me feel like a valued customer.) My rep puts me on hold to go check with his boss.
While I'm on hold, I pull up Orbitz again. I find the identical flight for $10 less than the original quoted price (i.e., $20 less, if you factor in the talk-to-a-human fee), and book it -- using the same card -- with no problems. The rep comes back from talking to his boss or whatever, and I ask him to cancel, because every single time I try to book through US Airways directly -- whether it's to maximize frequent-flyer miles or to get a better fare, or what -- it's always a pain in the ass. I've had a US Airways frequent-flyer number since I was six years old (true! I was grandfathered in from the Piedmont Airlines program) and can't stand to deal with the company directly. So the guy cancels my reservation, and I get the ticket cheaper and with much less hassle through a third party.
(Um, I dunno why I just told you all this. Blowing off steam, I suppose. Thanks for your indulgence.)