Manage My Bank Account
Get easy access to the tools you need to manage your money., top banking needs.
Set up one-time or automatic payments for USAA and non-USAA bills. See note 1
Increase your daily ATM/debit card limit or make a large purchase.
Move money between your USAA and non-USAA accounts.
Take a picture with your mobile device. See note 2
Review, download or print your USAA account statements.
Withdraw cash at over 100,000 USAA-preferred ATMs or make deposits at select locations.
Send money domestically and internationally when you need to.
Order a new debit or credit card if yours is lost, stolen or damaged.
Download the USAA Mobile App to manage your money on the go. See note 3
More account services, account management.
- Manage Account Alerts
- Update Contact Information
- Redeem Rewards
- Order Checks
- Activate a Card
- View Payment Activity
- Request a Teller's Check
- Upload Documents
- Overdraft Protection
- Send Money with Zelle® See note 4
- Digital Wallet
How-To Videos
The USAA Mobile App makes online banking secure and easy. See how you can handle a few common banking tasks on the go.
Video Duration: 0 minute 30 seconds
Transcript Date: April 3, 2020
Instructions Elapsed Time 0 Seconds [00:00]
Description of Visual Information: [How to go paperless for your USAA accounts. Select your initials in the upper-left corner. Tap "My Documents" in the menu. Tap "Document Preferences." Select the account you want to update. Scroll down to Document Delivery Settings. Tap "Edit." Change both selections to "Online." Save your preferences.
Credit cards issued by USAA Savings Bank, other bank products by USAA Federal Savings Bank, both Member FDIC.
USAA means United Services Automobile Association and its affiliates.] End of Description
End Elapsed Time 0 minutes 30 seconds [0:30]
Video Duration: 0 minute 42 seconds
Transcript Date: Sept. 1, 2021
Description of Visual Information: [How to deposit checks with the USAA Mobile App. Select "Deposit" from the bottom menu. Tap "Deposit into Bank Account." Use the on-screen guide to capture photos of the front and back of your check. Be sure place your check on a dark surface in a well-lit area. Select the account for the deposit. Enter the dollar amount of the check. Tap the "Deposit" button. Select "Submit Deposit." You've deposited your check.
Eligibility for USAA Deposit@Mobile See note ® will be based on your account history with USAA Bank. Deposits may not be available for immediate withdrawal. USAA's Deposit@Mobile product may be covered by one or more of the following United States Patents .
This is intended to serve as notice under 35 U.S.C. § 287(a).
U.S. Patent Nos: 8,699,779; 8,977,571; 7,962,411; 7,873,200; 7,876,949; 7,885,451; 7,900,822; 7,912,785; 7,949,587; 7,970,677; 7,974,899; 8,290,237; 8,320,657; 8,351,677; 8,351,678; 8,374,963; 8,391,599; 8,422,758; 8,452,689; 8,688,579; 8,708,227; 8,732,081; 9,159,101; 9,177,197; 9,177,198; 9,224,136; 9,401,011; 9,818,090; 9,898,808; 7,620,604; 7,698,222; 7,792,752; 7,856,402; 7,885,880; 7,896,232; 7,996,314; 7,996,315; 7,996,316; 8,001,051; 8,046,301; 8,235,284; 8,358,826; 8,374,963; 8,392,332; 8,433,127; 8,464,933; 8,538,124; 8,542,921; 8,611,635; 8,799,147; 8,837,806; 8,959,033; 9,058,512; 9,129,340; 9,286,514; 9,336,517; 9,569,756; 9,619,872; 9,626,662; 9,779,392; 9,779,452; 9,892,454; 9,898,778; 9,904,848; 10,013,681; 10,013,605; 9,946,923; 10,460,295; 10,402,638; 10,380,559; 10,354,235; 10,360,448; 10,380,561; 10,402,790; 10,373,136; 10,235,660; 10,380,683; 10,380,565; 10,477,103; 10,380,993..
Other patents pending.
Membership eligibility and product restrictions apply and are subject to change.
Bank products provided by USAA Federal Savings Bank, Member FDIC.
End Elapsed Time 0 minutes 42 seconds [0:42]
Video Duration: 0 minutes 47 seconds
Transcript Date: March 29, 2020
How to report your USAA Bank ATM/Debit cards lost or stolen.
Select your account.
Select “My Card.”
Select “Replace Card.”
Select “I lost my card or it may have been stolen,” then select “Next.”
Select your lost or stolen card(s) and tap “Next.”
Enter your new PIN and tap “Next.”
Verify your mailing address, then select “Submit.”
Your new card is on its way.
Description of Visual Information: [Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank. Other bank products are provided by USAA Federal Savings Bank. Both banks are Member FDIC. Visa is a registered trademark of Visa International Service Association and used under license. USAA means United Services Automobile Association and its affiliates.] End of Description
End Elapsed Time 0 minutes 47 seconds [0:47]
Help keep your accounts safer..
Keeping your money and personal information secure is a top priority. Learn what part you can play in protecting yourself.
Note 1 USAA Pay Bills requires the payee's address to be in the U.S. or a U.S. Territory.
Note 2 Eligibility for USAA Deposit@Mobile® will be based on your account history with USAA FSB. Deposits may not be available for immediate withdrawal. USAA's Deposit@Mobile product, including the corresponding portions of this website or application, may be covered by one or more of the listed United States Patents .
Note 3 Account access restrictions may apply to mobile/web access in certain countries.
Note 4 Zelle ® and the Zelle ® related marks are wholly owned by Early Warning Services, LLC and are used herein under license.
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank. Other bank products are provided by USAA Federal Savings Bank. Both banks are Member FDIC.
The trademarks, logos and names of other companies, products and services are the property of their respective owners.
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You’re our first priority. Every time.
We believe everyone should be able to make financial decisions with confidence. And while our site doesn’t feature every company or financial product available on the market, we’re proud that the guidance we offer, the information we provide and the tools we create are objective, independent, straightforward — and free.
So how do we make money? Our partners compensate us. This may influence which products we review and write about (and where those products appear on the site), but it in no way affects our recommendations or advice, which are grounded in thousands of hours of research. Our partners cannot pay us to guarantee favorable reviews of their products or services. Here is a list of our partners .
USAA Travel Insurance Review: An Option for U.S. Military Members
Many or all of the products featured here are from our partners who compensate us. This influences which products we write about and where and how the product appears on a page. However, this does not influence our evaluations. Our opinions are our own. Here is a list of our partners and here's how we make money .
- Flexible packages with several optional add ons.
- CFAR upgrades available.
- Medically-focused policy option.
- Not available to everyone, must have US Armed Forces service (some family members also eligible).
If you currently serve, or have served, in the U.S. armed forces and are planning a vacation, did you know that you have access to travel insurance benefits through USAA?
Founded in 1922 by a group of U.S. Army officers, USAA is a well-established Fortune 500 company with more than 13 million members as of 2020. USAA offers financial products including banking, investing and insurance to people and families who serve or have served in the U.S. military.
When you become a member of USAA (which is free if you qualify), you have access to various benefits, products and discounts, including travel insurance, which can help protect you and your nonrefundable plans if something derails your vacation. USAA’s trip insurance plans are administered by Travel Insured International , a company with over 25 years in the industry.
Here’s a look at various travel insurance options offered by USAA to help you decide if the policies are right for you.
» Learn more: What to know before buying travel insurance
What travel insurance plans does USAA offer?
USAA offers single-trip plans. Coverage begins when you purchase a policy and ends when you return home from your trip.
Because you have to be a member to view USAA plans, NerdWallet reached out to a USAA representative with two sample trips: a two-week trip to Italy by a 40-year-old from Hawaii ($5,000 estimated cost) and a one-week trip to Mexico by a 60-year-old from Nebraska ($3,000 estimated cost).
For both trips, we received three travel insurance plan options to choose from:
Worldwide Trip Protector, which also offers Cancel For Any Reason, or CFAR, as an optional add-on.
Worldwide Trip Protector Lite.
Travel Medical Protector.
It's important to note that travel insurance policies depend on your state of residency; your USAA travel insurance plan options may differ from above if you live in another state.
USAA travel insurance cost
The total cost for coverage typically varies based on your total trip cost and your age. Generally, USAA's Travel Medical Protector plans are more affordable than its other options. This difference in price is due to benefits and limits offered in each of the plans (more on this next).
How much does USAA travel insurance cost? Here's how it breaks down between our two sample itineraries.
Trip 1: $5,000, two-week trip to Italy by a 40-year-old from Hawaii
Trip 2: $3,000, one-week trip to mexico by a 60-year-old from nebraska.
» Learn more: The best travel insurance companies
About USAA's travel insurance benefits
Below is the list of benefits offered broken down by plan, along with the limits.
If you already have a premium travel credit card and you’re satisfied with the travel insurance limits, you may be fine with just getting the Travel Medical Protector plan. But if the limits offered on your credit card are insufficient or you don't have a credit card that provides travel insurance, the Worldwide Trip Protector Lite or Worldwide Trip Protector plans are solid options.
Worldwide Trip Protector Lite benefits
The Worldwide Trip Protector Lite plan offers basic coverage, but still provides benefits like 100% trip cancellation and 100% trip interruption , $300 trip delay, $100,000 in medical evacuation and $10,000 for medical expenses, among other benefits. The maximum trip length is 30 days.
This plan also offers some add-on options including car rental damage, Cancel For Work Reason and optional flight accident. The Cancel for Work Reason add-on would allow you to cancel a trip for a work-related reason as long as the cancellation meets the guidelines set in the policy.
Worldwide Trip Protector benefits
The Worldwide Trip Protector plan is more comprehensive, with 100% trip cancellation, 150% trip interruption, $1,500 trip delay, $1 million in medical evacuation, $100,000 for medical expenses and many other benefits. The maximum trip length is 180 days.
This plan also offers a host of add-ons to choose from including CFAR coverage, rental car damage, electronic equipment and many others.
CFAR lets you cancel a trip for any reason whatsoever and receive up to 75% of your nonrefundable deposit back (as long as you cancel within 48 hours before departure and you add all of your travel arrangements to your trip within 21 days of the initial payment). If you’re worried that something may derail your nonrefundable trip, CFAR is a good option to have because of its flexibility.
Optional electronic equipment provides up to $2,000 to replace your owned or leased cell phone, laptop or other equipment if it is stolen, lost or damaged while you’re vacationing.
If you want high limits and the ability to add many a la carte benefits to your travel insurance policy, the Worldwide Trip Protector Plus is the plan to go with. However, if you’re just looking for basic coverage and some add-on options, consider the Worldwide Trip Protector Lite plan.
» Learn more: Cancel For Any Reason (CFAR) travel insurance explained
Travel Medical Protector benefits
The Travel Medical Protector plan is designed to offer medical coverage when you’re traveling outside the U.S. The benefits are mainly focused on medical care, with $50,000 for medical expenses, $1 million for medical evacuation and repatriation, $150,000 for nonmedical evacuation, $5,000 for trip interruption and $1,000 coverage for delays.
» Learn more: Travel medical insurance: Emergency coverage while you travel internationally
If you don’t need pre-departure trip cancellation coverage and are mainly concerned about unexpected medical emergencies, this is a good plan to consider. Additionally, if you hold a premium travel card that offers trip cancellation insurance (like the Chase Sapphire Reserve® ) and the limits are adequate, a standalone medical plan might be the most cost-effective option.
The Cancel For Any Reason supplement is offered only on the Worldwide Trip Protector plan, so if you’re looking for this benefit, that’s the plan you’ll want to go with.
What’s not covered by USAA travel insurance
Although travel insurance covers many events, not everything will be covered, including:
Fear of travel. Wanting to cancel a trip because circumstances have changed and you’re now scared to travel will not qualify as a covered reason. If you’d like the option to cancel your trip for any reason whatsoever, you’ll need to purchase the CFAR supplement, which you can add to your Worldwide Trip Protector policy.
Specific events. General exclusions not usually covered by insurers won't be covered here either. Example events include self-harm, war, participating in dangerous activities (e.g., skydiving), committing a felony or getting into an accident while intoxicated. You’ll need to review the policy's fine print to know exactly what is and isn’t covered.
» Learn more: The majority of Americans plan to travel in 2022
How to get a USAA travel insurance plan
If you’re currently serving or have served in the U.S. military, joining USAA could offer some money-saving benefits, including travel insurance. Since USAA travel insurance plans are available only to members, you will need to purchase a USAA membership before seeing plan options. Then log in to your member portal to see plan quotes.
If you have any questions, reach out to USAA at 800-531-8722.
Determine if your quotes are a good deal
One way to check if USAA travel insurance is the best value is to compare your USAA quotes to those listed on an insurance comparison site like Squaremouth . To see what other plan options are available, input your trip details and cross-reference the cost and coverage of those plans to what you’re seeing with USAA.
» Learn more: The best credit cards for travel insurance benefits
USAA travel insurance plans offer trip cancellation, trip interruption, trip delay, medical evacuation and repatriation, and medical expense coverage, among many other benefits. There are several plans to choose from including a plan that is focused on medical coverage when traveling outside the U.S.
You must be a USAA member to purchase a travel insurance policy from USAA. Those eligible for membership include those who serve or have served in the U.S. military along with their family members.
The Cancel For Any Reason supplement is available only on the Worldwide Trip Protector plan, which is the most comprehensive travel insurance plan offered by USAA.
Going on a trip without any travel insurance is a risky move because if something derails your trip or you experience a medical emergency, you may lose your nonrefundable deposit and incur high medical costs. Even if you’re a USAA member, it's still advisable to do a price comparison of different travel insurance options to make sure that you’re getting the most value when choosing a policy.
How to maximize your rewards
You want a travel credit card that prioritizes what’s important to you. Here are our picks for the best travel credit cards of 2024 , including those best for:
Flexibility, point transfers and a large bonus: Chase Sapphire Preferred® Card
No annual fee: Bank of America® Travel Rewards credit card
Flat-rate travel rewards: Capital One Venture Rewards Credit Card
Bonus travel rewards and high-end perks: Chase Sapphire Reserve®
Luxury perks: The Platinum Card® from American Express
Business travelers: Ink Business Preferred® Credit Card
on Chase's website
1x-10x Earn 5x total points on flights and 10x total points on hotels and car rentals when you purchase travel through Chase Travel℠ immediately after the first $300 is spent on travel purchases annually. Earn 3x points on other travel and dining & 1 point per $1 spent on all other purchases.
60,000 Earn 60,000 bonus points after you spend $4,000 on purchases in the first 3 months from account opening. That's $900 toward travel when you redeem through Chase Travel℠.
1x-5x 5x on travel purchased through Chase Travel℠, 3x on dining, select streaming services and online groceries, 2x on all other travel purchases, 1x on all other purchases.
60,000 Earn 60,000 bonus points after you spend $4,000 on purchases in the first 3 months from account opening. That's $750 when you redeem through Chase Travel℠.
1x-2x Earn 2X points on Southwest® purchases. Earn 2X points on local transit and commuting, including rideshare. Earn 2X points on internet, cable, and phone services, and select streaming. Earn 1X points on all other purchases.
50,000 Earn 50,000 bonus points after spending $1,000 on purchases in the first 3 months from account opening.
CALCULATE YOUR SALARY AFTER TAXES
USAA Hours: Weekday, Weekend, and Holiday Schedule
USAA has been around for almost 100 years and has more than $200 billion in assets. Since its inception, the bank has accumulated 8 branches and 60,000 ATMs available for its customers to use.
They are open most days of the week. On weekdays, Monday through Friday, and on Saturday, USAA opens up at 8 a.m.
Even though on each of the six days, they open up at the same time. On Saturdays, this bank closes early at 1 p.m. before being completely closed on Sundays.
Aside from the weekday and weekend hours, below, you will also find its holiday bank schedule. On top of that, alternative ways to use USAA’s banking services are also provided.
Is USAA Open 7 Days a Week?
The majority of USAA’s branches are not open 7 days a week. Most branches are open six days a week, Monday through Saturday. Its typical weekday hours (Mon-Fri) are 8 a.m. to 5 p.m. Saturday’s hours might change based on the branch.
USAA Weekday Schedule (Monday through Friday)
Is usaa open on weekends.
USAA is open on Saturdays but not Sundays. Depending on the branch, they might be closed on Saturday, so checking the bank’s website or calling the bank beforehand is recommended.
USAA’s Hours on Saturday and Sunday
Here are USAA’s hours on Saturday and Sunday:
Unlike Saturday, most of their branches are closed on Sunday. Branch hours on Saturdays are limited compared to their normal weekday hours. They are not open for operation at any time on Sunday.
USAA’s Holiday Schedule
USAA follows a similar schedule to other banks for which holidays they close on. Here are all the holidays they are closed on in 2022.
*All USAA’s are closed during holidays recognized by the Federal Reserve. New Year’s Day and Christmas happen during a weekend in 2022. So the bank is closed the preceding Friday, December 31st, and the following Monday, December 26th.
How To Bank With USAA Outside Normal Business Hours
There are two main ways to access this bank outside of their regularly scheduled business hours.
1. Online and Mobile Banking
USAA offers both online and mobile banking. If their branches are closed and you need to access your bank account or use their banking services, this is a great way to do banking outside their normal business hours.
2. 24-Hour ATMs
Alternatively, you can also use one of their many ATMs to deposit or withdrawal cash 24/7. In total, USAA has over 60,000 ATMs to choose from. If you are already a customer of this bank then you do not have to pay any transaction fee.
USAA’s Customer Service Contact Information
USAA’s customer service can help you answer a variety of different questions relating to its bank. Whether you have a general question about your account or are looking for this bank’s routing number , they’ve got you covered.
You can visit their contact page for all their customer service numbers.
More About USAA
- USAA Routing Number (By State)
More About Banks Hours
- Regions Bank
- Capital One
- Bank of the West
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Membership means more.
We offer benefits, products and discounts for U.S. military members and their spouses, as well as children of USAA members. We're committed to providing our members with exceptional service.
Who Is USAA?
- USAA Membership
- Member Benefits
Your organization for insurance, banking, investing and advice.
We've earned our members' trust through convenient banking, insurance, and a comprehensive suite of investment products with our trusted providers.
Join today and then enjoy our wide range of products and services.
Get coverage for your car, home, personal belongings and more. Plus, explore our health and life insurance options for you and your family.
Get access to a variety of banking products for your everyday life. Choose from checking accounts with no monthly service fee to home loans.
Invest for the future and grow your wealth with our trusted providers. Get help meeting your financial goals with solutions for your investment needs.
Prepare for your major life events — big and small. Get advice for your financial needs including spending, saving and protecting what matters most.
Convenient Tools
Membership support.
Join USAA for access to knowledgeable, highly trained reps who are ready to help.
Call USAA at 800-531-USAA (8722) , that's 800-531-8722, and say Join USAA.
USAA Mobile App
Do it all on the go. See note 1 Send money, get proof of insurance, find preferred ATMs and more.
Download USAA App
Who can join USAA?
Our products and services are open to current and former military and their spouses. Children of USAA members can join, too.
U.S. Military Members and Veterans (Opens Popup)
Precommissioned officers (opens popup), spouses and children (opens popup), u.s. military members and veterans, active duty, guard or reserve.
If you're serving in the U.S. Armed Forces, provide your:
- Branch of service
- Entry to active service date
If you're separated or retired from the U.S. Armed Forces with an Honorable or General Under Honorable Conditions discharge, provide your:
- Service start and end dates
Precommissioned Officers
Contracted cadet or midshipman.
If you're a contracted cadet or midshipman attending a U.S. Service Academy, affiliated academy preparatory school or advanced ROTC program, provide your:
- Commissioning source
- Commissioning date
Note: If you separated from a U.S. Service Academy before commissioning, you may be eligible to join USAA. You must have separated with an Honorable or General Under Honorable Conditions discharge. Call 800-531-USAA (8722) , that's 800-531-8722 to see if you qualify.
Officer or Warrant Officer Candidates
If you're commissioning within 24 months, provide your:
Spouses and Children
If your spouse is currently serving or a veteran with an Honorable or General Under Honorable Conditions discharge, and is not a USAA member, you'll need to create their profile first. Provide the following:
- Service dates
If your spouse is a USAA member, provide their:
- Social Security number
Former Spouses and Widowed
If you're divorced from a USAA member and haven't remarried, provide your former spouse's:
- USAA number
Note: Your former spouse must have joined USAA before or during your marriage for you to qualify.
If you're widowed and your spouse was a member, provide their:
If your parent is a USAA member, provide their:
Membership Discounts and Savings
Where Membership Means More
When you join USAA, you enjoy specialized financial resources, access to representatives who have been where you are and know where you're going, and products that fit your lifestyle now and in the future.
Here are a few of the benefits you get with your USAA Membership.
Banking With USAA
The trademarks, logos and names of other companies, products and services are the property of their respective owners.
Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank. Other bank products are provided by USAA Federal Savings Bank. Both banks are Member FDIC.
USAA means United Services Automobile Association and its affiliates. Life insurance and annuities provided by USAA Life Insurance Co., San Antonio, TX, and in NY by USAA Life Insurance Co. of New York, Highland Falls, NY. Other life and health insurance from select companies offered through USAA Life General Agency, Inc. (known in CA (license #0782231) and in NY as USAA Health and Life Insurance Agency). Banking products offered by USAA Federal Savings Bank and USAA Savings Bank, both FDIC insured. Trust services provided by USAA Federal Savings Bank.
Pet health insurance is administered by Embrace Pet Insurance Agency, Limited Liability Company (CA License 0G89328) and underwritten by one of the licensed insurers of American Modern Insurance Group, Incorporated, including American Modern Home Insurance Company doing business in California as American Modern Insurance Company (License Number 2222-8), and American Southern Home Insurance Company. Coverage is subject to policy terms, conditions, limitations, exclusions, underwriting, review and approval, and may not be available for all risks or in all states. Rates and discounts vary, are determined by many factors and are subject to change. Wellness rewards are offered as a supplementary benefit to the pet health insurance policy and are not an insurance product. Wellness rewards are offered and administered by Embrace Pet Insurance Agency in the United States. The USAA Insurance Agency receives compensation on the sale or renewal of third-party products. © 2024 American Modern Insurance Group, Incorporated.
USAA Insurance Agency means USAA Insurance Agency, Incorporated or USAA of Texas Insurance Agency (collectively the "Agency"). California License #0D78305, Texas License #7096. 9800 Fredericksburg Road, San Antonio, Texas 78288. The Agency contracts with insurance carriers that are not affiliated with USAA and offers products and services ("third-party insurance products") on their behalf. Third-party insurance products are not underwritten by USAA or its affiliates. The Agency receives a commission on the sale or renewal of third-party insurance products and may receive other performance-based compensation from them. Purchase of third-party insurance products does not establish USAA membership. Product and coverage descriptions are brief. All coverages are subject to the terms and conditions of your policy. Read your policy for details. Product and coverage availability may vary in some locations and all applications for insurance are subject to underwriting by the insurance carrier.
Property and casualty insurance provided by United Services Automobile Association (USAA), USAA Casualty Insurance Company, USAA General Indemnity Company, Garrison Property and Casualty Insurance Company, based in San Antonio, Texas; USAA Limited (UK) and USAA S.A. (Europe) and is available only to persons eligible for property and casualty group membership. Each company has sole financial responsibility for its own products. Coverages subject to the terms and conditions of the policy.
Life insurance and annuities provided by USAA Life Insurance Company, San Antonio, TX and in New York by USAA Life Insurance Company of New York, Highland Falls, NY. All insurance products are subject to state availability, issue limitations and contractual terms and conditions. Each company has sole financial responsibility for its own products.
Health solutions provided by USAA Life Insurance Company and through USAA Life General Agency, Inc. (LGA) (known in CA and NY as USAA Health and Life Insurance Agency), which acts as an agent for select insurance companies to provide products to USAA members. LGA representatives are salaried and receive no commissions. However, LGA receives compensation from those companies, which may be based on the total quantity and quality of insurance coverage purchased through LGA. Plans not available in all states. Each company has sole financial responsibility for its own products.
Small Business Insurance is underwritten by Garrison Property & Casualty Insurance Company, San Antonio, Texas ("Garrison"), or is underwritten by insurance companies that are not affiliated with United Services Automobile Association (USAA) ("third-party insurance companies"). Each company is solely responsible for its insurance products. Any product or coverage descriptions are brief and are informational only. Products, availability, coverages, and terms vary by state and exclusions apply. Applications for insurance are subject to underwriting by the applicable insurance company. All coverages are subject to the terms and conditions of your policy. Read your policy for details. Products underwritten by third-party insurance companies are offered through a relationship between the USAA Insurance Agency (the "Agency") and the third-party insurance company. The Agency contracts with third-party insurance companies to offer products and services ("third-party insurance products") on their behalf. Third-party insurance products are not underwritten by USAA or its affiliates. The Agency receives a commission on the sale or renewal of third-party insurance products and may receive other performance-based compensation from them. When you purchase an insurance product from one of these third-party insurance companies, that company is responsible for protecting your data, and its processes and procedures may differ from those of USAA. USAA Insurance Agency means USAA Insurance Agency, Inc., or USAA of Texas Insurance Agency (collectively the "Agency"). California License #0D78305, Texas License #7096, 9800 Fredericksburg Road, San Antonio, Texas 78288.
The USAA Perks program is provided through USAA Alliance Services LLC, a wholly owned subsidiary of USAA. USAA Alliance Services contracts with companies not affiliated with USAA to offer their products and services to members and customers. USAA Alliance Services receives compensation from these companies based on the sale of these products or services. When you purchase a product or service from one of these companies, that company is responsible for protecting your data and its processes and procedures may differ from those of USAA. These companies have sole financial responsibility for their products and services.
USAA Investment Services Company (ISCO), a registered broker-dealer and a registered investment adviser, provides referral and marketing services on behalf of Charles Schwab & Co., Inc. (Schwab), a dually registered investment adviser and broker-dealer, and Victory Capital Services, Inc. (VCS), a registered broker-dealer. Schwab and VCS compensate ISCO for these services.
No Department of Defense or government agency endorsement.
USAA FSB NMLS 401058
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21 people charged with stealing nearly $7 million from USAA bank and its customers
Twenty-one people have been indicted by a Louisiana federal grand jury April 25, 2024, in connection with stealing millions of dollars from military service members and other customers banking with USAA. (Donna L. Burnett/U.S. Air Force)
A federal grand jury in Louisiana has indicted 21 people in connection with stealing millions of dollars from military service members and other customers banking with USAA.
The scheme used customer information, including names, ages, and account numbers and balances to steal almost $7 million from USAA and its customers, U.S. Attorney Brandon Brown told The Shreveport Times on Thursday.
The group gained access to those banking details through three workers employed by a call center in Shreveport, La., that provided customer service for USAA, according to a 10-page indictment filed in the U.S. Western District Court of Louisiana on Wednesday.
The stolen bank information was used to issue counterfeit checks, typically from the accounts of older customers with high bank balances. The group believed their targets were less likely to regularly monitor their account activity, the indictment states.
Proceeds from the checks were deposited into the bank accounts of people recruited by the group through social media. They would then withdraw the money, sometimes at a local casino, and share it with their co-conspirators, the U.S. Attorney’s Office in Shreveport said Thursday.
The group’s activities took place from about Jan. 1, 2021, to about Oct. 31, 2022, and included USAA, Navy Federal Credit Union and Chase Bank, among other financial institutions, according to the indictment.
For example, fraudulent checks totaling $41,000 and drawn on USAA accounts were deposited to Navy Federal accounts owned by three people in June 2022, the indictment alleges.
One of those people later withdrew $7,000 from her account at a Shreveport casino, according to the indictment.
The indictment charges 20 people with conspiracy to commit bank fraud. Five of those people and another person also face charges of possession of a counterfeit security, according to the U.S. Attorney’s office.
The scheme was uncovered when local banks reported checks bouncing, according to The Shreveport Times.
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“ We had to cancel one cruise a week before sailing because of family illness and within 3 weeks we had a full refund. ” in 2 reviews
“ When I called the number on the instructions, nobody could figure out which division or entity was able to cancel it. ” in 2 reviews
“ The representative that I worked with did a great job of finding a great deal for us compared to what I could find on my own with Expedia, Orbitz, Priceline , etc.. ” in 4 reviews
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So I was unsure if USAA dropped the ball by permitting Explore Cruise and Travel have the exclusive rights to USAA members - many of whom have served the people of America with every fiber of their being - and discovered that yes, USAA dropped the ball by outsourcing to Explore Cruise and Travel. The poor reviews are because there are 2 different divisions within Explore Cruise and Travel offerings to USAA members. Because the explanation is long and detailed - you have a clue at the complexity of doing business with Explore Cruise and Travel for USAA members. If you only book quality hotels using their website, no problem. you will get confirmation of your booking in writing by email. The room you get probably won't be the best in the hotel. Each hotel sets aside a certain number of rooms for online sales like Hotwire, Priceline, Expedia, and so on. Hotels typically save the best rooms for full paying customers. For customer service after the sale, I prefer Hotwire's customer service. But - these online discount sites do not replace real travel agents who are dedicated to pleasing you. One division - I use that word loosely - is the online website where members sign up for hotels and air flights. Because I a have a lot of experience booking hotels and flights online, I was shocked at the difficulty of booking flights using the Explore Cruise and Travel website. As other reviewers have complained, as I tried to book flights, I lost seats as I was entering data. finally in frustration I called Explore Cruise and Travel. After being disconnected while talking to the first agent, I was connected to an amazing representative who helped me understand the process and booked my flight. I caution readers to be extremely careful booking flights online with Explore Cruise and Travel and other discount sites. Why? Online travel booking sites lose money if you cancel your booking so they often will not issue a refund even if your reason for canceling is genuine. Booking hotel rooms is easy but - check and compare prices with other sites. Read the hotel reviews on tripadvisordotcom. Secondly, if you have connecting flights, the cancellation policy of the most restrictive airline or hotel will be used. This fact is the cause of many complaints about difficulty getting refunds from Explore Cruise and Travel. Explore Cruise and Travel Certificate prgram. There are different levels of Certificates. For example $2000 Certificate. The certificates are for cruises and resorts. After a $200 downpayment, you pay almost 100 to 200 dollars a month until you pay it off. Truly, if you have the cash or credit, you will get a better deal for cruises and resorts elsewhere. I cruise a lot so I know what I am talking about. If you have a cruise certificate, do comparison shopping before you use that certificate. There is an extra fee for using this company that you won't see if you book your cruise directly through the cruise line. You will be offered a free resort Certificate. There are extra expenses when you arrive. I regret buying the Certificate package because the package is not a good deal. The certificate package is like a savings account for your cruise. If you must cancel your cruise, there is no refund. If prices drop - we don't get that difference in cost refunded. A certain number of cabins on a ship is saved for travel agencies to fill. They are not necessarily the best cabins. a better cabin may cost more. None of the Explore Cruise and Travel travel products offer refunds. Our service members need flexibility. Using Explore Cruise and Travel is a lot of extra work. If you get a great agent, you will have a better experience. I have experienced the difference between great and sub par service. Our service members and veterans need great service consistently. Complaints are coming when USAA members are receiving less than what they thought they were receiving. The blame for this is with USAA. USAA should use its power to insist that those who buy Certificates get an explanation by email and in writing what we can expect. I cannot reach Explore Cruise and Travel without going through the USAA website so USAA is responsible for introducing it's members to Explore Cruise and Travel. I am concerned when Yelpers and other members say they booked through Explore Cruise and Travel but their hotel rooms and seats were cancelled. I have a resort and flight to Mexico scheduled by Explore Cruise and Travel. I will report back on my experience.
Do not use USAA member perks! There was a mistake in my booking and my money was kept without me staying at the hotel. I will never do this again
I almost booked a cruise thru USAA's Member Travel Privledges(MTP). There was a savings to book thru MTP but I was speaking with a third party located in Potugal. After putting a hold on a cruise cabin I checked the reviews on the Internet. MTP has 11/2 stars. This is very low considering you must give one star to do any revue. Problems with communication, areangements and general errors on almost all bookings thru MTP. Check them yourself. I immediately cancelled my hold thru Member Travel Services and booked thru AAA. I am surprised USAA would refer members to such an incompetent third oarty but very difficult to send complaint.
I needed to report fraud against Travel Member Services when this company charged my card without my knowledge. I paid for travel insurance and they added thousands to the paid cruise booking! Beware this is a scam company...not USAA. Reporting them to USAA didn't help one bit and I love USAA! Robert
Worst travel experience ever and we have done over 50 cruises. Took five contacts and 2 1/2 hours with different agents none of whom could answer simple questions and we knew what ship, what date, what room type and it was a family event. The fifth finally got the cruise set up but somehow convinced me to just make the minimum payment ( we can remember only once ever doing that we always pay the full amount up front). Was told they would pay the amount due with our credit card and let us know when it was due. There was more dealing with a second cruise tied in with this cruise but with supervisors lack of response we made it with a different agency in 15 minutes. Now the really bad part. They did not pay the remainder and did not contact us to make payment so the cruise line cancelled the reservation resulting in a loss of deposit, trip insurance and payment to this company amounting to 886.72 dollars. They claimed to have called and left messages and email with no response. I have all emails and phone messages from the dates they gave and none arrived. NO Refunds or even an apology. Ask for a supervisor and was blown off again. Never again USAA dump this scam service company. Clint E
Buyer Beware! Do not jump to purchase the World Wide Protector Plan insurance that USAA offers with their cruise package. You must pay for the plan with purchase of the cruise but have only 14 days to cancel. Over the past 55 years I've trusted USAA to look out for me. So I failed to read the Policy's reviews (read those of customers who make claims) or to examine its details. I'm a. senior (79yr.) who ended up cancelling my trip early because of a physical problem. By cancelling the cruise 120 days before the sail date, Viking only penalizes $100/per person. But the insurance premium (mine was $1891) is totally nonrefundable. Take the time to examine other travel insurance polices before purchasing USAA's offering. Do not trust while succumbing to pressure as I did!
Ellie was my agent. I believe she is in Texas. She was patient, thorough, kind & spoke clearly. She also found the fare I had identified on the website which was lower than the one listed at the time of my call. Her effort saved me $ & made me feel appreciated as a customer. Never thought that spending $3000 would be a good experience; with Ellie it was.
Just plain BAD experience. I received a phone call from Stephanie Gallegos (855) 515-4190 x4041 on 10/17/2022 regarding what I believed to be excessive charges for two staterooms/five people on a cruise I booked 09/13/2022 with Our Vacation Center of Scottsdale AZ (aka OurVacationStore.com, dba USAA Member Travel Privileges). She offered to issue cruise credits into each of our two stateroom accounts. So far: NOTHING. Multiple phone messages have been left for her: NO RESPONSE. I will NOT be conducting business with USAA Travel, Member Travel Privileges, Our Vacation Center or OurVacationCenter.com ever again.
Made a reservation for a cruise, the sales person was more concerned about the commission (seriously he said "wow" when he looked the commission and so unprofessional) than helping me. Several mistakes made, one costing me about $1k. In I applied credit that I lost. Have used in the past and had good customer service (8 years ago) Not using again.
Very deceptive. Their site listed the cruise line's price, and then their price as a $1200.00 savings. However, after booking with USAA, I went to the Princess site. The Princess fare that USAA used as comparison was the upgraded Perks Plus fare. What they sold me was the standard fare without any of the extra perks. And what they charged me was actually the same as the Princess standard fare. However, if I had gone thru Princess, I would have also gotten an on board credit, which USAA did not give e. The agent started out by saying that my USAA vacation credits were about to expire. Unfortunately, I trusted and booked right away. No where in the cost did that vacation credit come into play--no discount, because the cost per room was the same as the Princess advertised price.
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Automatic Refunds and No More Hidden Fees: D.O.T. Sets New Rules for Airlines
The Transportation Department issued new requirements on refunds when flights are canceled or delayed and on revealing “junk” fees before booking. Here’s what passengers can expect.
By Christine Chung
The Transportation Department on Wednesday announced new rules taking aim at two of the most difficult and annoying issues in air travel: obtaining refunds and encountering surprise fees late in the booking process.
“Passengers deserve to know upfront what costs they are facing and should get their money back when an airline owes them — without having to ask,” said U.S. Transportation Secretary Pete Buttigieg in a statement, adding that the changes would not only save passengers “time and money,” but also prevent headaches.
The department’s new rules, Mr. Buttigieg said, will hold airlines to clear and consistent standards when they cancel, delay or substantially change flights, and require automatic refunds to be issued within weeks. They will also require them to reveal all fees before a ticket is purchased.
Airlines for America , a trade group representing the country’s largest air carriers, said in a statement that its airlines “abide by and frequently exceed” D.O.T. consumer protection regulations.
Passenger advocates welcomed the new steps.
Tomasz Pawliszyn, the chief executive of AirHelp, a Berlin-based company that assists passengers with airline claims, called it a “massive step forward and huge improvement in consumer rights and protection” that brings the United States closer to global standards in passenger rights.
Here’s what we know about the D.O.T.’s new rules, which will begin to go into effect in October.
There’s now one definition for a “significant” delay.
Until now, airlines have been allowed to set their own definition for a “significant” delay and compensation has varied by carrier . Now, according to the D.O.T., there will be one standard: when departure or arrival is delayed by three hours for domestic flights and six hours for international flights.
Passengers will get prompt refunds for cancellations or significant changes for flights and delayed bags, for any reason.
When things go wrong, getting compensation from an airline has often required establishing a cumbersome paper trail or spending untold hours on the phone. Under the new rules, refunds will be automatic, without passengers having to request them. Refunds will be made in full, excepting the value of any transportation already used. Airlines and ticket agents must provide refunds in the original form of payment, whether by cash, credit card or airline miles. Refunds are due within seven days for credit card purchases and within 20 days for other payments.
Passengers with other flight disruptions, such as being downgraded to a lower service class, are also entitled to refunds.
The list of significant changes for which passengers can get their money back also includes: departure or arrival from an airport different from the one booked; connections at different airports or flights on planes that are less accessible to a person with a disability; an increase in the number of scheduled connections. Also, passengers who pay for services like Wi-Fi or seat selection that are then unavailable will be refunded any fees.
Airlines must give travel vouchers or credits to ticketed passengers unable to fly because of government restrictions or a doctor’s orders.
The vouchers or credits will be transferable and can be used for at least five years after the date they were issued.
Fees for checked baggage and modifying a reservation must be disclosed upfront.
Airlines and ticket agents are now required to display any extra fees for things like checking bags or seat selection clearly and individually before a ticket purchase. They will also need to outline the airline’s policies on baggage, cancellations and changing flights before a customer purchases a ticket.
The rules, which apply to all flights on domestic airlines and flights to and from the United States operated by foreign airlines, have varying start dates.
For example, automatic refunds must be instituted by the airlines within six months. But carriers have a year before they’re required to issue travel vouchers and credits for passengers advised by a medical professional not to fly.
Follow New York Times Travel on Instagram and sign up for our weekly Travel Dispatch newsletter to get expert tips on traveling smarter and inspiration for your next vacation. Dreaming up a future getaway or just armchair traveling? Check out our 52 Places to Go in 2024 .
Christine Chung is a Times reporter covering airlines and consumer travel. More about Christine Chung
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Mumbai: Spend 36 hours in this fast-changing Indian city by exploring ancient caves, catching a concert in a former textile mill and feasting on mangoes.
Kyoto: The Japanese city’s dry gardens offer spots for quiet contemplation in an increasingly overtouristed destination.
Iceland: The country markets itself as a destination to see the northern lights. But they can be elusive, as one writer recently found .
Texas: Canoeing the Rio Grande near Big Bend National Park can be magical. But as the river dries, it’s getting harder to find where a boat will actually float .
Airlines must cough up cancellation cash and can no longer hide fees under new federal rule
A federal rule announced Wednesday will require airlines to quickly give cash refunds — without lengthy arguments — to passengers whose flights have been canceled or seriously delayed, the Biden administration said.
“Passengers deserve to get their money back when an airline owes them — without headaches or haggling,” Transportation Secretary Pete Buttigieg said in a statement.
The rule from the Transportation Department says passengers who decline other reimbursement like travel credits are to get cash refunds.
It applies when a flight is canceled or has a “significant change,” the administration said.A “significant change” includes when departure or arrival times are three or more hours different from the scheduled times for domestic flights or six hours for international flights, and when the airport is changed or connections are added, it said.
Passengers are also to get refunds when their baggage is 12 hours late in delivery for domestic flights.
The new rule comes after promises to hold airlines accountable after major disruptions that made travel hell for passengers, including the 2022 Southwest Airlines meltdown , which resulted in almost 17,000 significantly delayed or canceled flights and a missing baggage nightmare.
The Transportation Department said that the new rule means refunds are automatic and that "airlines must automatically issue refunds without passengers having to explicitly request them or jump through hoops."
Also announced Wednesday was a rule requiring airlines to more clearly disclose so-called junk fees upfront, such as surprise baggage or other fees, the department said.
It said that rule is expected to save fliers around $500 million a year.
The surprise fees are used so tickets look cheaper than they really are, and then fliers get the unwelcome surprise of fees on checked bags, carry-on bags or reservation changes — or even discounts that are advertised but apply to only part of the ticket price, officials said.
Airlines will also have to tell fliers clearly that their seats are guaranteed and that they don't have to pay extra to ensure they have seats for flights, according to the Transportation Department.
Airlines for America, an industry trade group, said that its member airlines “offer transparency and vast choice to consumers from first search to touchdown” and that they do offer cash refunds.
The 11 largest U.S. airlines returned $10.9 billion in cash refunds last year, an increase over $7.5 billion in 2019 but slightly down from $11.2 billion in 2022, the group said.
“U.S. airlines are providing more options and better services while ticket prices, including ancillary revenues, are at historic lows,” Airlines for America said.
Left out of the federal changes announced Wednesday are those involving "family seating fees," but the Transportation Department said in a statement that "DOT is planning to propose a separate rule that bans airlines from charging these junk fees."
Travelers have complained to the Transportation Department that children weren’t seated next to accompanying adults, including in some cases young children, department officials said last year.
Fees on bags specifically have made up an increasing amount of airline revenues, the Transportation Department said Wednesday in announcing the new rules.
A Transportation Department analysis found that airline revenue from baggage fees increased 30% from 2018 to 2022, while operating revenue — which is from the flights themselves — increased by only half that amount, the department said.
Jay Blackman is an NBC News producer covering such areas as transportation, space, medical and consumer issues.
Phil Helsel is a reporter for NBC News.
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Airlines will now be required to give automatic cash refunds for canceled and delayed flights
FILE - Passenger drop off their baggage at United Airlines in C Terminal at George Bush Intercontinental Airport, Thursday, Dec. 21, 2023, in Houston. The Biden administration issued final rules Wednesday, April 24, 2024, to require airlines to automatically issue cash refunds for things like delayed flights and to better disclose fees for baggage or canceling a reservation. (Brett Coomer/Houston Chronicle via AP, File)
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The Biden administration issued final rules Wednesday to require airlines to automatically issue cash refunds for things like delayed flights and to better disclose fees for baggage or canceling a reservation.
The Transportation Department said airlines will be required to provide automatic cash refunds within a few days for canceled flights and “significant” delays.
Under current regulations, airlines decide how long a delay must last before triggering refunds. The administration is removing that wiggle room by defining a significant delay as lasting at least three hours for domestic flights and six hours for international ones.
Airlines still will be allowed to offer another flight or a travel credit instead, but consumers can reject the offer.
The rule will also apply to refunds of checked-bag fees if the bag isn’t delivered within 12 hours for domestic flights or 15 to 30 hours for international flights. And it will apply to fees for things such as seat selection or an internet connection if the airline fails to provide the service.
Complaints about refunds skyrocketed during the COVID-19 pandemic, as airlines canceled flights and, even when they didn’t, many people didn’t feel safe sharing a plane cabin with other passengers.
Airlines for America, a trade group for large U.S. carriers, noted that refund complaints to the Transportation Department have fallen sharply since mid-2020. A spokesperson for the group said airlines “offer a range of options — including fully refundable fares — to increase accessibility to air travel and to help customers make ticket selections that best fit their needs.”
The group said the 11 largest U.S. airlines issued $43 billion in customer refunds from 2020 through 2023.
The Transportation Department issued a separate rule requiring airlines and ticket agents to disclose upfront what they charge for checked and carry-on bags and canceling or changing a reservation. On airline websites, the fees must be shown the first time customers see a price and schedule.
The rule will also oblige airlines to tell passengers they have a guaranteed seat they are not required to pay extra for, although it does not bar airlines from charging people to choose specific seats. Many airlines now charge extra for certain spots, including exit-row seats and those near the front of the cabin.
The agency said the rule will save consumers more than $500 million a year.
Airlines for America said its members “offer transparency and vast choice to consumers” from their first search.
The new rules will take effect over the next two years. They are part of a broad administration attack on what President Joe Biden calls “junk fees.” Last week, Transportation Secretary Pete Buttigieg announced that his department will let state officials in 15 states help enforce federal airline consumer protection laws .
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Stagecoach through the years ... yee haaaaw, stagecoach music festival through the years yeehaaaaw.
Grab a pair of boots and lasso up your favorite cowboy hat 'cause the 2024 Stagecoach Music Festival starts bucking in the desert today with country music's hottest stars headlining!
Eric Church , Miranda Lambert and Morgan Wallen will be closing out each day for all the country-crazed festival goers ... and there will be some epic alternative artists like Post Malone , Diplo and Wiz Khalifa to have you shakin' in your saddles ... but let's take a look back at the iconic moments that are STAGECOACH!
Travel all the way back to 2007 -- when Stagecoach first kicked off -- with our through the years gallery and see legendary show moments with Luke Bryan , Carrie Underwood , Snoop Dogg and many more idols!
Tennessee native Kelsea Ballerini has been "Unapologetically" herself since busting into the music scene in 2014, but she graced Indio, California in 2018 and was a contributing factor in setting a new attendance record of 75,000 Stagecoach attendees.
Shania Twain ain't no rookie when it comes to large crowds -- however, 2017 marked her first Stagecoach performance, but if you're gonna do Shania Twain, you better go BIG, and that's exactly why she was a headliner ... "Let's Go Girls!"
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Plus, you can't forget Diplo's HonkyTonk has its own lineup for the first time this year with Brandi Cyrus , James Kennedy and The Chainsmokers hitting the stage! The fest ropes in some of Hollywood's fun-lovers ... check out which celebs rode into the desert looking to wet their whistles and square dance with the best of 'em!
Hold on tight and enjoy the ride!
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Old news is old news be first.
A Phoenix team had its wheelchairs damaged after a flight. The airline's response? A $150 travel voucher
Members of a Phoenix-based wheelchair basketball team are speaking out after a pattern of what they consider their "freedom," their "livelihood," and their "legs" be treated as an inconvenience.
Players of the Ability360 Wheelchair Suns said they were stuck on a Southwest Airlines plane for more than two hours without their wheelchairs after they took a flight earlier this month from Phoenix to Richmond for the National Wheelchair Basketball Championships.
The problems continued off the plane.
"We watched our chairs come off of the conveyor belt off of the plane and we watched them fall off the conveyor belt onto the ground. Just chair, after chair, after chair," said Justin Walker, a player for the Wheelchair Suns.
Airport workers mishandling and damaging the wheelchairs, delays to travel and apologetic travel vouchers seem to be par for the course, team members told The Arizona Republic.
The experience is not unique to the Wheelchair Suns. Thousand of mobility device damage incidents are reported to the U.S. Department of Transportation a month.
'It's sickening, to be honest with you'
The team communicated with Southwest six months before the April 10 flight, according to Walker. There were three teams on the flight and each player would be traveling with both a sport wheelchair and an everyday chair. The return flight was scheduled for April 14.
On both the departing and returning flights, team members said they experienced long delays to get off the plane and incorrect storage of their wheelchairs that led to damage.
Walker said the airline should have known what accommodations they needed to make.
Despite that they had been in contact with the airline for half a year, not enough employees were there to help reassemble the wheelchairs they had deconstructed, he said.
"It's just sickening, to be honest with you," Walker said. "It's sickening because we know we're an inconvenience when we have two chairs, we know that. That's why we try to communicate with them as much as possible to allow the situation to be as seamless as possible."
Myranda Shields, social media manager for the Wheelchair Suns, said it wasn't like losing bags, luggage or medication. Wheelchairs serve as legs.
"It's not luggage and that is the problem, they don't look at it like, I've got 300 devices people need to live and then 200 bags under there," Shields said. "They look at it like, oh, I've got 500 bags."
In response to the incident, Southwest sent out an email to the NWBA and the coaches, but they have not reached out to the people who were on the plane, according to Walker.
In an email obtained by The Republic, the airline claimed they had been in communication with the cities involved for "well over a month" and failed on its end for "several" of the people on board.
The airline stated in the email it did not communicate with many of the people and their teams about whether it could take the wheels off the chairs, and the intent was to create more space for all baggage by removing the wheels.
For the flight home, the airline said it did not want to disappoint the team on their travel home and asked to zip tie the wheels together with nametags. It also stated it would give players the option of taking their sports chairs to the gate so the wheels could be removed there. The email acknowledged the team would be flying on a "smaller" Boeing 737-700 aircraft, which had a "smaller cargo hold area."
In a statement to The Republic, Southwest said it apologized if it had not met customer care expectations.
"We have reviewed the situation and addressed it with the appropriate parties so we are able to provide a better experience for our Customers the next time they fly with Southwest," the statement read. "We have a long history of caring for our Customers and apologize any time we don’t meet those expectations."
Walker said they were given a $150 travel voucher in an attempt to compensate for the mistreatment.
"It's a voucher to a place that's already mistreated us. Cool," Walker said. "What is $150 going to get us? Nothing. So, when our stuff is falling down and we're watching our legs, our livelihood, our freedom fall on the ground like no one cares. ... I know about disabled rights. I know if I give you my device, you are obligated by law to bring that chair back to me the way I gave it to you."
According to the Air Carrier Access Act, if an airline damages someone's wheelchair, they are completely liable, regardless of the cost.
Shields said they have not filed an official complaint because she has done it many times in the past. The Republic obtained emails confirming that on at least five occasions, the airline sent vouchers to Shields and Walker for bad experiences she said were "I'm sorry vouchers."
Now, she is taking a different approach and speaking out.
"This is a systemic problem with the airline industry and how they treat people in wheelchairs," Shields said.
"It's unreasonable to expect us to live like this whenever we want to travel and it's also unreasonable to expect us to not travel, not do the things we love to do that we are able to do, because we are in wheelchairs."
Laws are aimed to protect people with disabilities. But is it enough?
The Americans with Disabilities Act was established in 1990 to prohibit discrimination based on disabilities.
The Air Carrier Access Act requires airlines to provide assistance to people with disabilities when traveling by air, including with loading and stowing of assistive devices. In response to incidents like what the Wheelchair Suns faced, the U.S. Department of Transportation is proposing a rule to strengthen implementation of the act.
According to the Department of Transportation, airlines "mishandle" on average about 1.5% of the mobility devices they transport.
In 2022, airlines carried 741,582 wheelchairs and scooters, and there were 11,389 incidents reported to the DOT. That's an increase from 2021, when carriers transported 553,969 mobility devices and 7,239 incidents were reported, according to USA TODAY.
In the new proposal unveiled by Transportation Secretary Pete Buttigieg in February, the definition of "mishandled" devices would specify that any mishandling of wheelchairs and assistive devices by airlines is a violation that is subject to penalty. If an airline does mishandle an assistive device, they would have to immediately notify the impacted passenger of their rights.
The passenger could then file a claim with the airline, receive a loaner wheelchair or scooter with certain customizations. If necessary, the passenger would have access to a complaints resolution official and to choose a preferred vendor for device repairs or replacement.
The proposal is undergoing public comment period through May 13. Many of those comments echoed a familiar sentiment:
"I am appalled by the rampant disregard that airline employees have displayed when handling passengers' wheelchairs."
"Airlines need to be held to account for this by training and retraining staff from baggage handlers to flight attendants."
"When wheelchairs are damaged or delayed, lives are upended due to missed connections, missed experiences, missed employment, and even injuries due to inadequate loaner wheelchairs."
Players watch wheelchairs be mishandled, fall off conveyor belt
After the team got off the plane, Walker said they started to notice their tires and rims were broken.
As they were sitting down at the carousel, a message came over the loudspeaker that said there was an inconvenience with the bags on the flight because of the wheelchairs and 30 bags were left in Denver because of it.
"Now we have every person that was on that flight that was already pissed off because we were late getting there," Walker said. "Now they're pissed off looking at us."
Walker said the airline only escalated the situation and when trusted to take care of the passengers' livelihoods, they did not.
When the team flew home to Phoenix, the airline said they would zip-tie and tag the wheels so the process would flow. The wheels were zip-tied, but during their layover in Chicago, the ground crew cut the zip ties, according to a social media post Walker and Shields posted to Instagram. Players then watched as their wheelchairs fell from the conveyor belt.
On the way back, the team needed an hour and a half to get off the plane so they could match the wheels to the chairs. Chairs and axles were broken. According to Walker, everyday wheelchairs cost between $5,000 and $8,000, and basketball wheelchairs between $8,000 and $12,000.
Walker said they were told it was an inconvenience for them to bring their chairs and that they would instead be put in a standard wheelchair, typically provided by airports and hospitals.
"For you to ask me to use somebody else's wheelchair that I don't know, that is honestly like asking you to use somebody else's underwear," Walker said. "We don't know if it's been clean, we don't know what's been happening in that chair, we don't know where it came from."
Players call for 'serious' policy changes
Speaking out about the experience has been part of the team members' way to share their story and their voices, they said.
"That's why we're doing what we're doing right now is because it needs to change," Shields said. "I don't need to be crying in the airport on the way to a national tournament because I've got all these angry strangers coming over and poking at me."
Shields said the airline needs serious policy changes regarding wheelchair storage. She said she would like to be able to remove the wheels herself, attach them to the chairs and make sure they are properly tagged.
She also suggested the airline pick a bigger plane to better accompany everyone and train their staff so they know the difference between an everyday wheelchair and a sports wheelchair.
Christopher Rodriguez, Ability360's CEO, got into disability advocacy work because of his older brother TJ — who has significant intellectual and developmental disabilities.
He said he has spent his career trying to assist in breaking down barriers for those with disabilities.
Ability360 is a 501 (c)(3) nonprofit corporation. Through its comprehensive programs, Ability360 touches the lives of individuals with disabilities throughout Arizona and addresses the disability concerns of their family members, co-workers and employers, according to its website.
Ability360 has three adult wheelchair basketball teams that compete in Division II, Division III and the Women’s Division in the National Wheelchair Basketball Association.
"It's heartbreaking to hear about these stories and to understand how frequent they are, despite the fact that our paramount piece of legislation and law that put forth the rights to accessibility, the ADA, was passed over 25 years ago," Rodriguez said.
Rodriguez said the Southwest incident was disappointing and a horrible situation to put the athletes in.
Education needs to occur so both the workers at the airport and airline employees know the needs of individuals with disabilities and are aware of the challenges they may face, he said.
"If they fully appreciated or understood that a person's wheelchair is literally an extension of their body, perhaps they would have been more sensitive to the situation, but unfortunately, that did not seem to be the case," Rodriguez said.
After placing sixth in the tournament, the D2 Phoenix Suns season came to an end. While the men will not be playing again until next fall, travel will continue.
Shields said she is weary of traveling again but was hopeful that her next flight, which was scheduled for Wednesday, would not be as bad.
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Usaa layoffs eliminate another 220 jobs, last year, usaa eliminated almost 1,000 jobs.
By Jalen Lopez , Data Reporter, San Antonio Business Journal
SAN ANTONIO – San Antonio-based USAA is laying off 220 employees.
“After careful consideration, we made the difficult decision to eliminate approximately 220 roles,” USAA Public Relations Director Roger Wildermuth told the Business Journal. “USAA continues to hire, including approximately 2,900 jobs filled so far this year, but this reprioritization is necessary due to changing business needs.”
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The company called the latest round of layoffs a “necessary adjustment” for the organization. It is unclear how many positions were eliminated in the San Antonio-New Braunfels MSA.
Employees impacted by the layoffs are “treated with care and compassion and provided with assistance to find new roles inside and outside of the organization,” according to the company.
Last year, USAA eliminated almost 1,000 jobs. In May, 300 jobs were eliminated as part of “necessary adjustments to run a healthy business.” In April 2023, 475 jobs were cut, which represented just over 1% of the organization’s total workforce .
Last year was the first time in its 100-year history that USAA posted losses on its annual balance sheet. In spite of those losses, USAA led Business Journal’s 2023 Banks by Deposits List, with $98.69 million in deposits within the San Antonio market.
Click here to read more stories like this in the San Antonio Business Journal.
Editor’s note: This story was published through a partnership between KSAT and the San Antonio Business Journal.
Copyright 2024 by KSAT - All rights reserved.
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On weekdays, Monday through Friday, and on Saturday, USAA opens up at 8 a.m. Even though on each of the six days, they open up at the same time. On Saturdays, this bank closes early at 1 p.m. before being completely closed on Sundays. Aside from the weekday and weekend hours, below, you will also find its holiday bank schedule.
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The average cost of a travel insurance plan is $308, according to travel insurance comparison site Squaremouth. But the average claim payment last year was about $1,900.
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The Transportation Department issued new requirements on refunds when flights are canceled or delayed and on revealing "junk" fees before booking. Here's what passengers can expect.
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The 11 largest U.S. airlines returned $10.9 billion in cash refunds last year, an increase over $7.5 billion in 2019 but slightly down from $11.2 billion in 2022, the group said.
The group said the 11 largest U.S. airlines issued $43 billion in customer refunds from 2020 through 2023. The Transportation Department issued a separate rule requiring airlines and ticket agents to disclose upfront what they charge for checked and carry-on bags and canceling or changing a reservation.
In January 1934 Stalin promised the first U.S. Ambassador to the USSR, William C. Bullitt, a new Embassy site on Lenin Hills in Moscow overlooking the Moscow River. Negotiations as to terms and conditions were fruitless and the Embassy staff moved into quarters near Red Square which they occupied until 1953 when they moved into the Existing ...
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How much does a home warranty cost? The national average cost for a home warranty is around $55 per month, which comes out to $660 annually.However, depending on the company you choose, the items ...
Travel all the way back to 2007 -- when Stagecoach first kicked off -- with our through the years gallery and see legendary show moments with Luke Bryan, Carrie Underwood, Snoop Dogg and many more ...
Walker said they were given a $150 travel voucher in an attempt to compensate for the mistreatment. "It's a voucher to a place that's already mistreated us. Cool," Walker said.
To celebrate Arbor Day, the City of Moscow Tree Commission have partnered with West Park Elementary School to plant six trees at Ghormley Park on Friday, April 26th, 2024, from 12:15 p.m. to 1:30 p.m. . . .
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