The Bermuda staff of US Airways have been slammed as ?callous, incompetent and rude? after a senior with medical problems was turned away from a flight at the Airport.

Joseph DeSilva, who has a pacemaker, was hoping to make an emotional visit to a close friend who is dying of breast cancer and his travel agent informed US Airways he would need oxygen for the flight to Philadelphia.

The airline was notified of the need for oxygen when his travel agent booked the flight five days before he intended to travel, but when Mr. DeSilva reached the Airport on October 29, he was not allowed on the flight because staff claimed they had not been given 72-hours notice.

Already wound-up after bracing himself for the journey, Mr. DeSilva was in tears when he left the airport.

His frustrated granddaughter Paula Madeiros has hit a brick wall trying to get an explanation, saying the airline?s Bermuda office has dodged her calls and not responded to letters of complaint she sent two weeks ago by registered post.was also unable to get comment yesterday from the airline?s local manager Joyce Ming, and the office of Deborah Thompson, managing director of corporate and consumer affairs in the US.

?I am truly amazed at both the incompetence and complete lack of common decency of the Bermuda staff of US Airways,? Mrs. Madeiros wrote in a registered post letter to Ms Ming and Ms Thompson sent on November 6.

She said US Airways apologised to the travel agent and said her grandfather could travel in 72 hours ? if he paid a $30 penalty.

In her letter to Ms Thompson, which was copied to Ms Ming, Mrs. Madeiros explained her frustration at trying to speak to the airline?s Bermuda office.

?I try to call the local office to discuss the situation with Ms Ming. On my first call I am told Ms Ming is out the office. I ask if and when she will return and the response was yes, in about ten minutes.

?Twenty minutes later, I called back and was told she still hadn?t returned. Fifteen minutes later I called back and was told she was on the phone.

?At this stage, I left my name and phone number with the ?lady? on the other end and told her it was an urgent matter.

?Twenty minutes later I call back and the same ?lady? advised that Ms Ming had left for the day. The ?lady? I spoke with all these times recognised my voice and assured me Ms Ming did indeed receive all of my messages, including my name, but not my number.

?Apparently I gave my name but not my number to another ?lady? with the exact same voice. When I requested the operator?s name she refused to give it, demanding to know why I needed her name.

?When I explained I recognised she was the operator for every call I ever made and I wanted her name to discuss this with Ms Ming, your front line representative to the people of Bermuda hung up on me.

?When I called back, a gentleman named ?Charles? answered the phone and said he was the only one in the office and that he had no idea who could have answered the phone.

?Which brings me to where I am today, writing a letter in utter disbelief that the staff of US Airways could be so callous, incompetent and rude.

?Your earlier apology to my travel agent notwithstanding, my grandparents are still here, still waiting (as I am) for some reasonable explanation.

?My complete inability to speak with your fine Bermuda management team leaves me no choice but to contact you directly.

?Considering the current economic landscape, and the need of airlines to compete for a much needed market share, I am amazed that you would allow such rude and insensitive people to represent you here in Bermuda.?

Yesterday, she told : ?It took a lot for me to do something like this, but until people here start complaining about the lack of service and the amount of money you have to pay for everything, it is never going to change.?

When contacted Ms Ming at lunchtime yesterday, she said: ?At this point I?m rushing to go on an aeroplane, but you could call me on Friday. I can?t answer anything because I am unaware of the situation.?

The newspaper was unable to obtain a response by Press time yesterday when it contacted Ms Thompson?s office at US Airways.