I just wanted to give everyone a quick update on my ongoing saga with US Airways and my Austrian cousin’s ordeal on Flight 707.

I finally heard back from good old Steve at US Airways. While it was several days after I was supposed to hear back, I was just glad somebody actually took the time to call me. Steve told me that the refund department was no longer handling the issue and that customer relations was now in charge. Steve gave me the number to call, the options to choose (2 then 3) and told me I could reference him on the call. I thanked Steve for the help and set out to make things right with the world.

On Monday, I called the number, chose the options, and heard this message, Due to high call volume, we’re not able to speak to you personally at this time… At that point I just laughed. I wish I was surprised, but I wasn’t. The message also directed me to the website, but I really wanted to talk to an actual human being about the matter, so every 10 or 15 minutes I would hit redial in the hope that I would get put into the queue and get to talk to someone.

On Tuesday, I finally got into the queue. After being on hold for 80 minutes (not the first time I’ve been on hold with US Airways for 80 minutes), I finally got to talk to a customer relations rep. I mentioned Steve and told the rep my issue. He quickly directed me to the website, telling me that it was my cousin’s best chance to get a response, and then he wished me a good day.

Now, with the help of Chris Elliot’s genius US Airways Cheat Sheet, I have easy access to several executives at US Airways. However, Chris rightfully suggests that you wait to contact execs until after 6 to 8 weeks of not hearing anything. So, I will heed Chris’s advice and wait. It’s already been two weeks, so I’m not that far off. In the meantime, I will head to the US Airways website and see if it’s all that it’s cracked up to be. Hey, at least the website can’t put me on hold.

(Read the latest installment of my US Airways ordeal — US Airways: The Final Battle?)