This is the online chat transcript on July 9th, 2007, when my parents' connection flight was cancelled. They were flying from Chattanooga to Charlotte, and from Charlotte to London Gatwick. Only they never got past Charlotte...

Thanks for using our online chat service. An agent will be with you in just a moment...
You have been connected to Michael A.

Michael A: Hello. Welcome to US Airways online customer support. I have received your message. I will be with you in a moment. Keith
Michael A: Yes your flight 732 is cancelled due to Aircraft maintenance.
Keith Robinson: My parents were on that flight. Which flight are they on now?
Michael A: What is your confirmation code or the flight number, date and last name of the passenger?
Keith Robinson: Don't have confirmation code, date is July 9, name Robinson.
Keith Robinson: Flight 732, obviously.
Michael A: One moment while I search for your reservation.
Michael A: Please give me a few moments to check that for you.
Keith Robinson: OK
Michael A: Do you know what city they are in at this moment?
Keith Robinson: They flew from Chattanooga to Charlotte, and should have been flying from Charlotte to London Gatwick at 7.50pm, July 9 (today).
Keith Robinson: So I guess they're stuck in Charlotte, since that flight was cancelled.
Michael A: Currently they are confirmed on a flight out July 11.
Keith Robinson: Wednesday???
Keith Robinson: So where are they staying?
Michael A: They must have talked to an agent at the airport.
Keith Robinson: And there's no earlier flight??
Michael A: There is an earlier flight out tomorrow.
Keith Robinson: Is there are a chance they'll be on that one?
Michael A: I do not know why the agent put them on the 11 of July. If the passenger prefer to flight out tomorrow at 8:00a they will have to call us to make the changes.
Keith Robinson: Are you kidding? Of course they'll want to fly out early tomorrow!!
Keith Robinson: They're not likely to want to stay in Charlotte for two days. In a hotel.
Keith Robinson: Can you find out more? Get a phone number for their hotel?
Michael A: It is up to the passenger. I do not know why they are put on the flight the 11 of July. Maybe then wanted to stay 2 days in CELT. They must have spoken to an agent for us to book a two day layover.
Keith Robinson: Can you get a phone number for the hotel they've been put in?
Michael A: I do not have that number available to me.
Keith Robinson: Can't you speak to the agent who sorted them out? Can't you do anything?
Michael A: I am not able to do much through chat. The only option is the $200 re-instate fee for all the miles. That has to be done over the phone due to processing a credit card. The chat session is not a secured link for credit card information.
Michael A: Sorry wrong window
Michael A: I am working with two other passengers at this moment.
Michael A: I can give you the airport paging number to see if they are still in CLT airport.
Michael A: CLT paging phone number is 704-359-4013
Keith Robinson: What about the number for the agent who sorted them out?
Michael A: I do not have that information.
Michael A: I work in Phoenix Reservation Call Center.
Keith Robinson: A number for the US Airways desk at Charlotte?
Michael A: We can only give the paging phone, baggage claim, and rental cars in Charlotte airport.
Keith Robinson: So you can't do anything to help me contact my parents then.
Michael A: I just know they are in Charlotte. Don't know where in Charlotte?
Michael A: I have only information on there reservation.
Keith Robinson: Ok, but why can't you at least give me the number for the US Airways desk where they would have checked in?
Keith Robinson: You don't have it, or you're not allowed to give it out?
Michael A: We do not give that number out. You can give us a call at 1-800-428-4322 and an agent can call the desk for you.
Keith Robinson: Isn't there a system in place to track what's been "done" with passengers that have had flights cancelled?
Michael A: If the flight is cancelled by us, just like this flight, we put passenger on the next available flight unless the passenger prefers another time or day.
Michael A: We only do a different time and day for passenger that request it in person at the airport.
Michael A: Are there any other questions I can assist you with today?
Michael A: It seems that our session has gone idle. If I do not hear from you in a couple of minutes, then I will go ahead and close our session.

Your session has ended. You may now close this window.