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US Airways Getting Better (?)  
User currently offlineplanenutz From , joined Dec 1969, posts, RR:
Posted (4 years 3 months 2 weeks 1 day 23 hours ago) and read 4950 times:

As we all know, post-merger US Airways customer service took it on the chin. Things really got scary when they started charging for everything off the serving cart, and removed all IFE from domestic flying. Emplyee morale was low and it showed.

Since then I think US Airways derserves somewhat of an "A" for effort in trying to get things back on track, and to re-establish themselves as a quality, mainline, international carrier.

So I thought I'd start a list of improvements for any and all to add to:

1. They saw the light and re-introduced complimentary non-alcoholic beverages on all domestic flights
2. WI-FI is now available on all A321 aircraft.
3. The new Envoy Suite will be fully implemented on all A330's by November, 2011. All flights to LHR, TLV, and CDG now offer this new product.
4. Improved meal service in Envoy, including new hot breakfast upon arrival in Europe.
5. US Airways Clubs now offer complimentary WI-FI and free house wine and beer.
5. New route to South America, GIG
6. New Express routes to YOW and YHZ.
7. Decided to stay in Star Alliance until at least 2016.

22 replies: All unread, jump to last
 
User currently offlinesw733 From United States of America, joined Feb 2004, 6324 posts, RR: 9
Reply 1, posted (4 years 3 months 2 weeks 1 day 23 hours ago) and read 4936 times:

Quoting planenutz (Thread starter):
7. Decided to stay in Star Alliance until at least 2016.

I'm curious what their other options were. It seems like Star Alliance is more of an asset to US Airways than US Airways is to Star Alliance, so I can't imagine it was Star Alliance saying "please, pleassssse stay until 2016."

Quoting planenutz (Thread starter):
2. WI-FI is now available on all A321 aircraft.

I believe they have around 50 aircraft...that is indeed a great start, but I hope they plan to spread it to the other Airbus a/c in the fleet, at least the shorthaul ones, of which they have many more.

Quoting planenutz (Thread starter):
5. New route to South America, GIG

I heard this one is doing well now, despite a somewhat rocky start (I think). So, this could indeed be a good one for US Airways, at least seasonally.


User currently offlineUSair1 From United States of America, joined Nov 2009, 71 posts, RR: 1
Reply 2, posted (4 years 3 months 2 weeks 1 day 22 hours ago) and read 4854 times:

Yes there have been many improvements. You also could add the operational turn around which has been nothing short of fantastic. We went from last in MBR, complaints and On-time to near the top or the top in those three categories. Last month of the network carriers, US was number 1 on time, number 2 missed bags (0.01 away from number one) and number two for least complaints... and it wasn't just one month. Those operational numbers have been very good for a solid year and a half or so.

I have heard that there are plans to expand the wifi to all of the Airbuses. Hopefully with the pilots thing resolving itself within the courts will all be able to move on from that too.

Unfortunately it takes a long time for perception to catch up to reality. Fact is a lot of people just want us to die, and haven't stepped foot on one of our airplanes recently but will continue to say that we are the worst and should go out of business, etc... Let them, we seem to be doing fine and should post a pretty handsome profit this year.


User currently offlinesw733 From United States of America, joined Feb 2004, 6324 posts, RR: 9
Reply 3, posted (4 years 3 months 2 weeks 1 day 22 hours ago) and read 4817 times:

Quoting USair1 (Reply 2):

I have heard that there are plans to expand the wifi to all of the Airbuses

I think that's a key step in moving forward. I imagine there are at least 200 Airbuses, largely on business routes, and adding WiFi can make the airline very attractive to more and more business fliers who, as we all know, are the key to financial success...usually.


User currently offlineba319-131 From United Kingdom, joined Jan 2001, 8546 posts, RR: 54
Reply 4, posted (4 years 3 months 2 weeks 1 day 22 hours ago) and read 4738 times:
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I've always enjoyed my US Airways flights, and there were before the improvements, good work I say!


111,732,3,4,5,7,8,BBJ,741,742,743,744,752,762,763,764,772,77L,773,77W,L15,D10,30,40,AB3,AB6,A312.313,319,320,321,332,333
User currently offlineplanenutz From , joined Dec 1969, posts, RR:
Reply 5, posted (4 years 3 months 2 weeks 1 day 22 hours ago) and read 4698 times:

Quoting sw733 (Reply 1):
I'm curious what their other options were. It seems like Star Alliance is more of an asset to US Airways than US Airways is to Star Alliance, so I can't imagine it was Star Alliance saying "please, pleassssse stay until 2016."

I think that US brings to Star Alliance the US-East Coast corridor, somethng that UA and to a lesser exent CO, are lacking. Thugh US is by no means a regional carrier, this regional dominance brings strengths to the Star Alliance network.


User currently offlinen471wn From United States of America, joined Dec 2003, 1541 posts, RR: 2
Reply 6, posted (4 years 3 months 2 weeks 1 day 22 hours ago) and read 4647 times:
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According to the J D Powers report just released US AIR was still shown as dead last among the majors---Alaska was first of the legacy carriers and Jet Blue was first for the LCC's.

User currently offlineGSPSPOT From United States of America, joined Sep 2003, 3037 posts, RR: 2
Reply 7, posted (4 years 3 months 2 weeks 1 day 22 hours ago) and read 4633 times:

I've always rooted for US in the back of my mind... My partner is Plat with DL, so we usually fly them when we travel for leisure, but I'd love to give US another try soon!


Finally made it to an airline mecca!
User currently offlineplanenutz From , joined Dec 1969, posts, RR:
Reply 8, posted (4 years 3 months 2 weeks 1 day 21 hours ago) and read 4363 times:

One of the things that I think US needs to work on is commonality amongst cabin design. Some aircraft still maintain the HP bulkheads and seats creating an inconsistency.

I also wonder why US doesn't use real glassware in the First cabin. Not that its a big deal. But when flying transcon, the meal is on real china with metal cutlery, but with plastic cups. Seems like an easy eay to class things up a bit.


User currently offlineGSPSPOT From United States of America, joined Sep 2003, 3037 posts, RR: 2
Reply 9, posted (4 years 3 months 2 weeks 1 day 21 hours ago) and read 4342 times:

Quoting planenutz (Reply 8):
I also wonder why US doesn't use real glassware in the First cabin. Not that its a big deal. But when flying transcon, the meal is on real china with metal cutlery, but with plastic cups. Seems like an easy eay to class things up a bit.

I could have sworn about a year or so after the merger, that someone said (either here or on flyertalk) that glasses were coming back to FC(??).



Finally made it to an airline mecca!
User currently onlineFlighty From United States of America, joined Apr 2007, 8545 posts, RR: 2
Reply 10, posted (4 years 3 months 2 weeks 1 day 19 hours ago) and read 4257 times:

Quoting planenutz (Reply 8):
But when flying transcon, the meal is on real china with metal cutlery, but with plastic cups. Seems like an easy eay to class things up a bit.

My only suggestion is maybe US executives grew up on plastic cups and that's what they use at home.   Otherwise, there is no excuse. Sure, it saves a few pennies... in one of the stupidest ways anyone has ever saved a few pennies.


User currently offlineUSair1 From United States of America, joined Nov 2009, 71 posts, RR: 1
Reply 11, posted (4 years 3 months 2 weeks 1 day 17 hours ago) and read 4221 times:

Quoting planenutz (Reply 8):
I also wonder why US doesn't use real glassware in the First cabin. Not that its a big deal. But when flying transcon, the meal is on real china with metal cutlery, but with plastic cups. Seems like an easy eay to class things up a bit.

Glassware is likely coming back soon, as well as lowering the duration of flight for meal service in F according to someone who I know who is very knowledgable on the subject.


User currently offlineTOMMY767 From United States of America, joined Aug 2003, 6584 posts, RR: 8
Reply 12, posted (4 years 3 months 2 weeks 1 day 15 hours ago) and read 4204 times:

Seems like they are slightly improving but are still behind most of the other majors and LCCs. What ever happened to the PTVs that they were planning on fitting in Y? Why did they give up on that and also rip out the LCD screens on the airbuses?


"Folks that's the news and I'm outta here!" -- Dennis Miller
User currently offlineUSair1 From United States of America, joined Nov 2009, 71 posts, RR: 1
Reply 13, posted (4 years 3 months 2 weeks 1 day 12 hours ago) and read 4179 times:

Quoting TOMMY767 (Reply 12):
Seems like they are slightly improving but are still behind most of the other majors and LCCs. What ever happened to the PTVs that they were planning on fitting in Y? Why did they give up on that and also rip out the LCD screens on the airbuses?

The Lumexis IFE system was going to cost around 1 million dollars an airplane right now. It hasn't made sense to put the system in since there is no assurance that it will bring in significant additional revenue (which seems correct, the planes are full as is).

As far as the IFE on the airbuses, no one watched that stuff anyways. People bring on ipods, phones, laptops, personal DVD players, books, etc. NW and WN proved that you really don't need TV on shorter flights to attract people. Ill admit the CLT/PHL-west coast can be a bit long for no IFE- but again most people improvise and bring on what they want to entertain themselves. It also cut on MX costs for the system, and delays when those systems had to be MEL'd etc. You would be surprised how few people comment on the lack of IFE other than those in circles like this. I can tell you honestly that most of our customers would not change their purchasing decisions based on IFE. They make them based on airfare, schedule, and frequent flyer program primarily. For the few % who purchase based on IFE, they have other options.

I wouldnt be surprised in the future if that Lumexis system is added to the Airbuses, but it will be when things are more stable and the credit is flowing a little more freely. 1 Million a plane x 200 + Airbuses is a huge investment.


User currently offlineTOMMY767 From United States of America, joined Aug 2003, 6584 posts, RR: 8
Reply 14, posted (4 years 3 months 1 week 6 days 20 hours ago) and read 4079 times:

Quoting USair1 (Reply 13):
NW and WN proved that you really don't need TV on shorter flights to attract people.

WN is a budget carrier that caters to that clientele. For NW it was a wasted move. I just can't see ripping out LCD screens being a significant way to cut costs.

Quoting USair1 (Reply 13):
Ill admit the CLT/PHL-west coast can be a bit long for no IFE- but again most people improvise and bring on what they want to entertain themselves.

Yes that is an extremely long time to go without IFE. Especially PHL-west coast.

Quoting USair1 (Reply 13):
I wouldnt be surprised in the future if that Lumexis system is added to the Airbuses, but it will be when things are more stable and the credit is flowing a little more freely. 1 Million a plane x 200 + Airbuses is a huge investment.

No excuses at CO, UA, and DL who are installing new AVOD systems on their int'l aircrafts as well as mass directv installation at CO.



"Folks that's the news and I'm outta here!" -- Dennis Miller
User currently offlineStarAlliance38 From United States of America, joined Jan 2008, 1445 posts, RR: 3
Reply 15, posted (4 years 3 months 1 week 6 days 13 hours ago) and read 4051 times:

Personally, the reason why I fly US a lot is because they are the cheapest way to get to my destination. In my market, many know US as being the cheaper carrier, even cheaper than WN. The service is good, my CLT stopovers are great and I've just seemed to develop my loyalty to them. Their fares are still low, and that is probably why many still fly them.

These improvements are just giving me more for my money! I love my US and I wish the bashing would stop. I don't see them going away anytime soon.

I still fly the flag  



Roar, lion, roar
User currently offlineABQ747 From United States of America, joined Dec 2006, 850 posts, RR: 1
Reply 16, posted (4 years 3 months 1 week 6 days 5 hours ago) and read 4026 times:

Is US Airways really getting better?

I had a horrible experience checking-in for a flight from PHX to OGG on May 29. My parents and I booked a trip to Hawaii on US Airways via priceline.com, and somehow our reservations became really screwed up. I tried checking-in for my flight at the curb-side kiosk at PHX, but the machine told me there was an error and to see an agent. The agent working outside, who I'm guessing was Russian, was able to issue my boarding pass for US Flight 429, but was not able to issue the boarding pass for my connecting flight on Hawaiian Airlines. She told me she was unable to help me and to go inside. My parents also had trouble checking-in at the curb-side kiosk, and had gone inside to ask for help at the counter. My parents approached two agents (whose names I probably should not reveal on here) who were standing at the counter, and they were at first reluctant to help. After my parents explained the situation, they finally agreed to help. A supervisor then came over and told the agents that they should "just walk away." After the two agents fixed my parents' reservations, they went to work on mine. They were having difficulty issuing my boarding pass for Hawaiian Flight 195 because they could not get authority from Hawaiian Airlines to issue the boarding pass. After about 20 minutes, two different supervisors (a blonde lady and a heavy-set man) came out to see if they could help. My parents told the heavy-set supervisor what the rude supervisor had told the agents, and he just stood there and didn't say much. A few minutes later, the rude supervisor came back to see what was going on. I tried asking him a question, and he shushed me and blew me off. I left the check-in counter after being there for about 30 minutes, with the 3 supervisors and 2 agents still trying to fix my reservation. My flight to Maui went fine, but I had another little adventure at OGG trying to get Hawaiian Airlines to issue my boarding pass to Honolulu.

I sent a letter of complaint to US Airways letting them know about my experiences, but all I got in response was a nicely-worded, but generic sounding apology. Just thinking about how that supervisor silenced me and blew me off still makes me angry. I am going to contact US Airways Executive Customer Service to see if I can escalate this even higher. This was my first time flying US, but after this experience, I cannot recommend them to anyone.



The reason New Mexico is so windy is because Texas sucks and Arizona blows.
User currently offlineDesertFlyer From United States of America, joined Nov 2005, 515 posts, RR: 0
Reply 17, posted (4 years 3 months 1 week 5 days 18 hours ago) and read 3977 times:

Quoting ABQ747 (Reply 16):
This was my first time flying US, but after this experience, I cannot recommend them to anyone.

While it seems your situation could have been handled better by the US staff, it sounds like Priceline made the mistake. Keep in mind that is just one experience, and is probably not the norm (it definitely isn't for me and I travel through PHX on US often).


User currently offlineStarAlliance38 From United States of America, joined Jan 2008, 1445 posts, RR: 3
Reply 18, posted (4 years 3 months 1 week 5 days 11 hours ago) and read 3962 times:

Quoting ABQ747 (Reply 16):
booked a trip to Hawaii on US Airways via priceline.com, and somehow our reservations became really screwed up.

That is a reason why I avoid buying from "third-party" travel sites like this. Sorry you had a bad experience  



Roar, lion, roar
User currently offlineplaneguy727 From United States of America, joined Mar 2007, 1247 posts, RR: 1
Reply 19, posted (4 years 3 months 1 week 5 days 2 hours ago) and read 3934 times:

ABQ747's post highlights a good issue for further exploration/discussion...

...why do the airlines get the bad rep for odd tickets and difficult situations set up by the 3rd party sites? The simple answer is the consumer/traveler does not know better and is likely driven by price alone. It's unfortunate, and I agree the US staff should have handled the situation better. Here's an example of how it can be a little better:

I flew on a DL issued award ticket. On the return segment CPT-AMS-DTW-JFK (KL/NW) at check in with KL there were some challenges. The KL staff were clearly frustrated, but realized that it was not my fault and worked swiftly to resolve. Now I was lucky as it was an airline issued ticket - had that been Priceline, I could easily have been referred back to Priceline by the airline...and to the average passenger, that makes the airline wrong (perception at least).

And back on topic a bit - US has been my preferred airline for at least the last decade. I've stuck with them through some challenges because I believed they were trying to make it better. And I found that if I avoid PHL that my experience is generally great. I've even gone so far as to send letters of thanks, compliment, and appreciation after great experiences (ground and in flight).



I want to live in an old and converted 727...
User currently offlineABQ747 From United States of America, joined Dec 2006, 850 posts, RR: 1
Reply 20, posted (4 years 3 months 1 week 4 days 9 hours ago) and read 3884 times:

Quoting planeguy727 (Reply 19):
ABQ747's post highlights a good issue for further exploration/discussion...

...why do the airlines get the bad rep for odd tickets and difficult situations set up by the 3rd party sites? The simple answer is the consumer/traveler does not know better and is likely driven by price alone. It's unfortunate, and I agree the US staff should have handled the situation better. Here's an example of how it can be a little better:

I realize that priceline is at fault for messing my reservation up, but it was the US Airways employees I came into contact with who treated me like dirt. I know it's frustrating for the ticket agents to have to fix a problem caused by another company, but under no circumstances is it acceptable for a supervisor to come over and tell the ticket agents that they should "just walk away" instead of helping us. It is also very unacceptable for me to be silenced and blown off after asking a simple question. I was not shouting at that supervisor, nor was I being rude with him.

I hold priceline directly responsible for screwing up my reservation, and I will not book another ticket with them in the future. Trust me, priceline customer service will be hearing from me very soon.

The flights on US Airways to and from Hawaii went fine. The 757s looked like they had recently been refurbished, the flight attendants were friendly and attentive, and my baggage showed up quickly. However, the way I was treated by the check-in staff at PHX was completely unacceptable, and I am reluctant to book another trip on US Airways in the future.



The reason New Mexico is so windy is because Texas sucks and Arizona blows.
User currently offlinePI4EVER From United States of America, joined May 2009, 679 posts, RR: 2
Reply 21, posted (4 years 3 months 1 week 3 days 19 hours ago) and read 3829 times:
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I cannot debate whether US has improved or not. I have not flown US since Nov 2008 and have long held out hope this airline would finally get it right and be a service-oriented, customer-focused airline. And truly understand what kind of airline it wants to be. I hope Doug Parker and Scott Kirby eventually get it right.
I speak from experience. I was a Chairman's Preferred with this outfit....attaining that status in 2001 in less than 11 months and flew them almost exclusively until 2008. I no longer fly US and will not sidetrack this forum as to why. US didn't seem to care, and I suspect a.net would be of the same view.
So my response relates to the Ticket Counter Supervisor in PHX. After years of ticketing and computer system experience, he has or should have the ability to resolve any and all situations that occur with a passenger who has paid money to fly US. Don't be so quick to point the finger at priceline. We're not really sure what the problem was to begin with. US as a corporation has chosen to list their flight and prices with priceline and gladly take the revenue sold. It is a legitimate booking engine just as their own EDS system is. That supervisor should have a comprehensive understanding of what the actual problem is and a simple work around to get a boarding pass issued. All too quick it is easy to pass the buck, and in this world of check-in kiosk's and lack of agent-to-customer interaction at the point a supervisor is called in, you're looking for a solution person. If he/she/they do not train/mentor/empower their subordinates by teaching them everything they know then step up and handle the situation. Apologize for any issue, resolve it, and be nice to the customer and employee while doing it. That is why you're paid a differential or premium for being called a supervisor. Or person in charge. Or airline person #1.
Required reading at my airline was a book entitled "MBWA." Manage by Walking Around. A whole world opened up when front-line managers got out of back offices and simply walked around observing what was going on in their operation. And learning how to mentor and train good people to do an exceptional job.
I hope you pursue your complaint beyond the "generic" customer service email response. Write to Doug or Scott and ask them what incentive YOU HAVE to ever fly THEIR airline again, because your first impression, before you ever stepped foot on one of THEIR AIRPLANES was handled so poorly by a member of THEIR MANAGEMENT TEAM. Be sure and tell them you will vote with your wallet next trip. Don't expect free tickets to Hawaii, but hope you shake the rafters a little bit.
And maybe you won't, but you'll likely feel better as a result of all this,
Regards,
Thomas



watch what you want. you may get it.
User currently offlineplaneguy727 From United States of America, joined Mar 2007, 1247 posts, RR: 1
Reply 22, posted (4 years 3 months 1 week 3 days 15 hours ago) and read 3804 times:

I would note that not all US counter staff are problematic. I flew with them yesterday. Route was GSO-LGA (I was scheduled to have a cx at DCA). Due to weather at both ends (and between) I was facing an uncertain travel plan. I received two calls and 3 e-mails from US giving me updates (also a good thing).

I went to the airport in GSO hours early and the supervisor at the counter not only found one solution, but backed up two other opportunities to maximize the chances for me to get home. While I spent 6+ hours at the GSO airport, it was weather that caused the problems and thanks to her great efforts I made it home to NYC and slept in my own bed last night.

I will also give great credit to the gate agents who were frequent with updates and willing to answer the same few questions over and over from frustrated flyers.

I concede that in the OP's story the staff did not appear to handle the situation correctly, but I also believe it does not represent the entire airline.



I want to live in an old and converted 727...
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