Kathryn Muratore [address removed] November 30, 2010

US Airways ATTN: Customer Relations 4000 E Sky Harbor Blvd Phoenix, AZ 85034 RE: Case # US-10MURATORE-L36P03

Dear Sir or Madam: I am dismayed that you have not responded to my letter dated Nov 12th. Has US Air adopted a policy where waiving administrative fees on ticket changes is viewed as absolving the company from all customer service obligations? In my previous letter, I requested that you cover the costs involved in avoiding the TSA scanners for my planned trip to California this Christmas. I want to take this opportunity to spell out why you and Orbitz are liable for such costs. As I¶ve written in previous letters, I had flown to California from BWI in late June of this year. The reason for the trip in June was to attend the funeral of my husband¶s maternal grandmother. We had planned to see her in August, expecting that to be the last time, but she passed away too soon. Nonetheless, we were thankful that we took our daughter to California last Christmas when she was not yet 3 months old, so that her two great-grandmothers could meet her. We knew that my husband¶s maternal grandmother was terminally ill, and his paternal grandmother was in failing health. After the events this summer, my husband and I made a decision to take our daughter to California for Christmas every year as long as her remaining great-grandmother is alive. Additionally, because of our recent trip in which we did not see any scanners at BWI, we had no expectation that our rights may be so egregiously violated the next time we flew. So we purchased tickets through Orbitz on your airline for a Christmas vacation in September. We naturally told my husband¶s family of our plans after purchasing the tickets. Because of his grandmother¶s age, we know that giving her something to look forward to ± something to live for ± is important. Since my husband is the only child of an only child ± and, therefore, my daughter is her only great-grandchild ± you can imagine how excited she must be to have us there. We just received a letter from her this week in which, despite the crippling arthritis that makes writing difficult, she went on for a page and a half to tell us how much she is looking forward to seeing us. Weeks after buying the tickets, I was hearing more about the proliferation of the scanners and, at that point, I checked the TSA website to find out if BWI has them. Because US Air and Orbitz were not forthcoming in warning their customers of TSA policies, I made a promise to loved ones about visiting them. As a result, my sister, who recently moved to California, decided to stay there for Christmas to spend it with us rather than come back to the east coast to visit the rest of our family. She decided instead to visit the east coast for the Thanksgiving holiday, so our ill-advised plans have impacted her vacation plans irreversibly. I don¶t think my situation is at all unusual. On the contrary, it is important that you realize how your policies so far have had very real effects on a typical family. This has been very stressful because the choices I have are: to back out on a promise to loved ones, subject my child and myself to possible serious rights violations, or minimize this risk slightly by spending a great deal of time and money. (Since my first

November 30, 2010 Page 2 letter, the rights violations have gotten more severe and now include, unequivocally, sexual assault, and also threats of lawsuits and fines if I find I am uncomfortable with these violations.) What kind of company sells a product that requires the customer to be irradiated for a virtual strip search or be frisked without disclosing this information up front? I was blindsided by your company when I purchased my airline tickets. You made no effort to warn me about the TSA policies, and you have failed to remedy this with other customers since then. I will restate my proposal: your company and Orbitz (to whom I am sending a similar letter) can figure out a way to return the extra $90 that I have been charged for having dignity, and also to cover my car rental and gas expenses for the four hour trek to a semi-civilized airport. One of your competitors, Delta airlines, has informed the press that they are now offering refunds for nonrefundable tickets in response to the TSA policies on a case-by-case basis. When human decency is returned to the flying public, don¶t you want to be on the right side of the debate by saying that you (eventually) came around to protecting your customers¶ rights and responding to their concerns? Do you support the TSA policies? Do you think that viewing people naked, without a warrant, is right? Do you think that the TSA provides better security for your company than you could provide yourself? After all, you have a motive ± the best motive possible ± to protect your airplanes from damage, your employees from death, your customers from harm and harassment. The TSA has no such motive, and the growth and behavior of this agency in the last decade followed a textbook description of the inevitable failure of bureaucracy to achieve its stated goal. You may have saved some money in the short run by allowing the TSA to take over security, but you must know that this is a losing position in the long run. As always, this letter, and your response, will be made public. I (and thousands of others) look forward to hearing from you. Additionally, I look forward to seeing you act against the horrific TSA policies and, once again, begin to protect your customers, employees, and your own company.


Kathryn Muratore cc: William Douglas Parker, CEO

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