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Topic: Why US Airways Lost My Business
Username: RJpieces
Posted 2005-03-17 02:16:08 and read 7926 times.

This is a copy of the letter I sent US Airways regarding my flight last Friday:

I am a big fan of the US Airways. I flew US Airways for years from LaGuardia to Fort Lauderdale, and when I started going to college in Washington, I started flying the US Airways Shuttle every opportunity I had. There were two primary reasons why I didn’t take the Delta Shuttle—I got miles on United Airlines, and I sympathized with the employees of US Airways who were taking pay cuts as the airline faced financial woes.
Last night, returning home for spring break, I arrived at DCA at 5:00 to check-in for my 7:00 Shuttle flight, flight # 2184. I had tried to check-in online earlier, and couldn’t print the boarding pass, so arriving at the airport I went to a self-service check-in kiosk. It wouldn’t recognize my credit card and kept trying to check-me in with somebody else’s ticket. So I went to the US Airways Shuttle line, but found that there was one agent and 10-15 angry looking businessmen online in front of me. So I went to the regular US Airways checkin counters, where there was a plethora of agents and nobody on line. I went up to an agent, and after telling her of my problem, she barked at me that I had to go wait on the long line at the US Shuttle counter. When I nicely asked her if she could help me, since I didn’t fancy waiting on line for 40 minutes, she screamed at me, with a disgusting sarcastic face might I add, that there is a reason it’s called the US Airways Shuttle and said that that’s where I would have to check-in. I made a remark about “So much for customer service” and went back to waiting on the US Shuttle line.

After a few minutes though, a US Airways representative came over and said that people waiting to check-in for the Shuttle could proceed to the regular US Airways check-in counters. I went back to the agent who had verbally accosted me and told her that I was sent there by the US Airways representative, and asked her to check-me in. She pretty much refused, at which point, the representative who had brought us there came over and assisted me.

I was deeply upset by last night’s experience. I looked back at all of the times I’ve flown US Airways in the year, and calculated that I’ve spent over $1,000 flying the Shuttle. I realize that this might be pennies compared to your most loyal frequent fliers, but frankly, I don’t think your company is in a position to be losing customers right now. This morning, I decided to book my return flight on United. I don’t think I’ll be traveling on the US Airways Shuttle again, unless I receive an apology from your company. My only regret is not getting the agents name and demanding to speak to her manager. I truly hope that I receive a response to this letter, and that your company attempts to reprimand the employee.

Topic: RE: Why US Airways Lost My Business
Username: Alberchico
Posted 2005-03-17 02:24:59 and read 7867 times.

sorry to hear that,but in an airline that has suffered from constant pay cuts and threats of bankrupcy, there are going to be a lot of disgruntled employees. Remember the Christmas walkout that paralyzed the airline during the busiest time of the year?

Topic: RE: Why US Airways Lost My Business
Username: Hawk44
Posted 2005-03-17 02:42:55 and read 7786 times.

RJ sorry to hear about your bad experience I hope you keep us updated on what happends. I would have to say this, it appears that you have enjoyed flying on US and that you are a loyal customer I would say don't let this one ass of an employee turn you off US completely. Remember everybody has bad days and I'm not trying to make excuses for the agent but it does happen and it sounds like someone was their to help the best they could.

I myself have seen and heard our agents a few times and my jaw was dropped but I know those people and know that they are just assholes but to the rest of the public they give our company a bad representation. Just today one of our agents was rebooking an eldery woman and she was asking questions that any person would ask such as what time will I get in? What about my bags? Will I make the flight? And other normal questions a person might have. The agent then says well if you keep talking to me and distracting me I won't get anything done so please stop distracting me. The woman a little surprised about what she just heard stepped back and stood in silence. This guy is an ass nothing more nothing less I know this but the eldery woman does not which could leave her with a bad taste for US.

Hawk44

Topic: RE: Why US Airways Lost My Business
Username: Gokmengs
Posted 2005-03-17 02:51:11 and read 7745 times.

As much as I understand your frustration, but I don't think you should give up on your airline of choice(and miles of course) over one extremely rude employee. Also you should wait for the reply to your complaint before giving up. I am a very loyal Delta flier and there was one incident that I went nuts over and it was similar to your experience, I reported to the customer service via email and I got a respond in 24 hours together with an apology and a flight voucher for future use. Thats the reason why I keep giving my business to them.
I also would appreciate if you can share the reply to your email to when and if you will get it. Better Luck next time

Topic: RE: Why US Airways Lost My Business
Username: Sspontak
Posted 2005-03-17 02:58:06 and read 7713 times.

Once USair mainline pulled out of Islip, I have not flown them. That has to be about 4 or 5 years. I had the opportunity to fly US in Feb-05 from LGA to TPA. I was a little apprehensive, but I did. I must say that I had a very good experience with them. The pilots and F/A's were all very nice and professional. The aircraft were clean and the flights were on time. I hope US does pull through for the sake of their very good employees and loyal customers. You may get the bells and whistles on the LCC's, but you can't beat the professionalism and experience of the legacy employees. They legacies have my support.

Topic: RE: Why US Airways Lost My Business
Username: 727LOVER
Posted 2005-03-17 03:01:19 and read 7692 times.

Quoting RJpieces (Thread starter):
I truly hope that I receive a response to this letter, and that your company attempts to reprimand the employee.

How are they going to do this if they don't have the name of the employee?

Quoting RJpieces (Thread starter):
She pretty much refused, at which point, the representative who had brought us there came over and assisted me.

The rep that DID help you..this person gets no credit??? Why blame the FA based in Chicago for the actions of ticket agent in Washington, D.C.


If you really cared...why didn't you get the employees name or at least a description.  Confused

Topic: RE: Why US Airways Lost My Business
Username: N62NA
Posted 2005-03-17 03:01:54 and read 7690 times.

Yes, please don't give up on US! I flew them MIA-PHL-SYR-PHL-MIA the beginning of March and the flight crews (on the mainline MIA-PHL-MIA segments) were fantastic (the RJ crews PHL-SYR-PHL were great too).

In fact, anybody who works for US on here who can pass along some nice words, especially to the Captain of US flight 1035 on Sunday, March 6th, it would be appreciated. He did an excellent job of conversing with the pax on the PA prior to pushback and enroute.

Topic: RE: Why US Airways Lost My Business
Username: QuestAir
Posted 2005-03-17 03:07:39 and read 7653 times.

I flew STL-PHL-MHT, and the first leg was on MidAtlantic. Surly crew. Was not pleased at all with the US Airways Express MidAtlantic experience, apart from the fact that the EMBs were brand new!

PHL-MHT was better, but that was mainline USAir.

Topic: RE: Why US Airways Lost My Business
Username: Gokmengs
Posted 2005-03-17 03:08:28 and read 7636 times.

Quoting 727LOVER (Reply 5):
If you really cared...why didn't you get the employees name or at least a description.

I agree totally. In these situations you should be specific in complaints as well as your compliments. So the right people get the credits or punishments for it.

Topic: RE: Why US Airways Lost My Business
Username: ScottB
Posted 2005-03-17 03:11:39 and read 7620 times.

Quoting RJpieces (Thread starter):
This morning, I decided to book my return flight on United.

If you booked "United" between LGA and DCA, you will end up on the US Airways Shuttle again. IAD is another story.

Topic: RE: Why US Airways Lost My Business
Username: SNATH
Posted 2005-03-17 03:14:46 and read 7608 times.

Quoting RJpieces (Thread starter):
I sympathized with the employees of US Airways who were taking pay cuts as the airline faced financial woes.

I'm glad at least someone else feels the same (I've been known to give my business to UA and AC for the same reasons over the past couple of years)!

As Hawk said, sometimes it only takes a couple of really rude employees to give an airline a really bad image. I'd give them another chance. But, as you suggested in your post, you should have taken the agent's name and mentioned her by name in your letter (I have done that on a couple of occasions in the past; I've always been curious whether they were hassled at all by management...). And I really hoped that airlines were more active in getting rid of some of their "not so good" agents, so that they do not spoil it for everyone else.

Quoting Sspontak (Reply 4):
They legacies have my support.

Ditto.  bigthumbsup 

Tony

Topic: RE: Why US Airways Lost My Business
Username: F4N
Posted 2005-03-17 03:18:30 and read 7597 times.

To all:

I've not flown with USAir/Airways since 1986 for pretty much the same reasons; lousy service, missed connections, cancelled flights, lost(and never returned)bags...

Yeah, I know it's not always their fault, but my experiences with any other carrier never came close.

regards,

F4N

Topic: RE: Why US Airways Lost My Business
Username: EnviroTO
Posted 2005-03-17 03:29:09 and read 7556 times.

Wow. Over $1000. How many round-trips is that? Four?

Anyways, your experience is with one bad agent. Every airline has one or more bad agents or decent agents having a bad day. It would be expensive to monitor the agents closely enough to ensure your experience doesn't happen. The best advice is to get the name of the agent and write a letter to the company care of the HR department.

Topic: RE: Why US Airways Lost My Business
Username: DAYflyer
Posted 2005-03-17 03:59:12 and read 7459 times.

Quoting F4N (Reply 11):
Yeah, I know it's not always their fault, but my experiences with any other carrier never came close.

regards,

F4N

I fly US as little as possible for the same reasons, but in all fairness I have not been back to AA since 1983 after they lost my bags on 7 consecutive flights.

Topic: RE: Why US Airways Lost My Business
Username: Airgeek12
Posted 2005-03-17 04:03:11 and read 7443 times.

yea, unfourtunatly we're starting to see more and more angry ("disgruntled") airline agents/employees with all these pay cuts and sutch. It's really a shame to see all the nice go bad.

Topic: RE: Why US Airways Lost My Business
Username: Haveric
Posted 2005-03-17 04:07:54 and read 7425 times.

Quoting F4N (Reply 11):
I've not flown with USAir/Airways since 1986

19 years ago??? How can you compare?

Topic: RE: Why US Airways Lost My Business
Username: RJpieces
Posted 2005-03-17 04:09:25 and read 7419 times.

As much as I understand your frustration, but I don't think you should give up on your airline of choice(and miles of course) over one extremely rude employee. Also you should wait for the reply to your complaint before giving up.

Well, luckily there are many airlines in this market. I'm able to fly United, albeit from IAD which is much less convenient, and still earn my miles and for a cheaper fare.

I also would appreciate if you can share the reply to your email to when and if you will get it.

I definitly will.

They legacies have my support.

Same here. Unless the fare difference is drastic, I always try to fly on the legacies.

The rep that DID help you..this person gets no credit??? Why blame the FA based in Chicago for the actions of ticket agent in Washington, D.C

That is why I wrote the company. And to be totally honest, the rep that did help me didn't seem sympathetic with the fact that one of her fellow employees had unnecessarily screamed at me. She seemed to be treating me as if I was some sort of disgruntled passenger who had never flown before. She wasn't nasty, but she wasn't exactly all smiles.

If you really cared...why didn't you get the employees name or at least a description.

Well, as I wrote in the letter, I regret not getting her name. I couldn't really give too much of a detailed description that might help them figure out who the agent was, especially at a station like DCA where US has countless ticket agents.

If you booked "United" between LGA and DCA, you will end up on the US Airways Shuttle again. IAD is another story.

Nope. I'm flying LGA-IAD on United mainline. It'll be a hassle getting from IAD to DC, but oh well.

Topic: RE: Why US Airways Lost My Business
Username: Qxq400
Posted 2005-03-17 04:12:31 and read 7405 times.

US Airways is done.They are with out a doubt the Worst airline out there and they NEED to go under. Giving the choice I would rather fly NW or HP than US.
They have zero customer service.

Having said that I do feel sorry for the FEW agents left that acually do give a dam. The rest of them get what they deserve. Especally after what they did in December.  tombstone 

Topic: RE: Why US Airways Lost My Business
Username: FLY2LIM
Posted 2005-03-17 04:13:30 and read 7400 times.

Quoting EnviroTO (Reply 12):
Wow. Over $1000. How many round-trips is that? Four?

Anyways, your experience is with one bad agent. Every airline has one or more bad agents or decent agents having a bad day. It would be expensive to monitor the agents closely enough to ensure your experience doesn't happen. The best advice is to get the name of the agent and write a letter to the company care of the HR department.

That's right, "only" $1000 spent. However, this is a high school student and, to them, this is a large amount of money. I teach high school. I know a little about "marketing". Suppose this guy (who already has his act together enough to spend some money on US) goes on to become a very successful business person. He may be spending $1000 A DAY in the future. This is called "planting the seed" and, obviously, US (by way of poor customer service) is trying to hack the tree off.

Anyone who has suffered like a US employee should be smart enough to know that, if they continue with a negative attitude, they are only undermining their ability to make a living in the future. For every high school student (and a.nutter) who bolts to another airline, there must be 5-10 regular customers who are also thinking the same thing.

FLY2LIM

Topic: RE: Why US Airways Lost My Business
Username: SHUPirate1
Posted 2005-03-17 04:28:20 and read 7346 times.

Quoting Qxq400 (Reply 17):
US Airways is done.They are with out a doubt the Worst airline out there and they NEED to go under.

Yep, they are without a doubt the worst airline out there, and everybody agrees with you.  Yeah sure

Why don't you go check out another frequent traveler's opinion?

http://www.airliners.net/discussions...eneral_aviation/read.main/2006278/

Topic: RE: Why US Airways Lost My Business
Username: RJpieces
Posted 2005-03-17 04:34:10 and read 7327 times.

That's right, "only" $1000 spent. However, this is a high school student and, to them, this is a large amount of money. I teach high school. I know a little about "marketing". Suppose this guy (who already has his act together enough to spend some money on US) goes on to become a very successful business person. He may be spending $1000 A DAY in the future. This is called "planting the seed" and, obviously, US (by way of poor customer service) is trying to hack the tree off.

Well, I didn't try to sound like an a**hole in the letter. I wrote that I realize $1,000 isn't a lot next to some of their Frequent Fliers, but that it's still much needed money in their pockets. But indeed, experiences like this do turn away some customers for a long time (just look at the poster above who said he hasn't flown them since 1986). In the long run, it's idiotic for them to lose customers like this.

Topic: RE: Why US Airways Lost My Business
Username: Daron4000
Posted 2005-03-17 04:42:58 and read 7300 times.

Well I'm definitely glad that you chose United, and hope you enjoy them and continue to use them. Plus, with all the security laws and getting to the airport earlier now than before, it might not be that bad with the extra drive to Dulles, although DCA is one hell of a convenient airport, especially when you're coming directly from teh city.

Topic: RE: Why US Airways Lost My Business
Username: SNATH
Posted 2005-03-17 04:55:08 and read 7280 times.

Quoting RJpieces (Reply 20):
Well, I didn't try to sound like an a**hole in the letter. I wrote that I realize $1,000 isn't a lot next to some of their Frequent Fliers,

Don't be embarrassed at all about what you said. You're not doing them a favour by giving them US$1,000 a year. You're giving them your business and your hard earned money.

When I was a postgraduate student I had to do a bit of travelling to go to conferences. I used AC a couple of times and I liked the service they provided and they also had a convenient flight from where I lived at the time (Glasgow). And, yes, at the time I spent less than US$1,000 a year on such trips.

Fast-forward six/seven years, I now travel more for business and do a fair amount of personal travel too. I've been Gold on AC since 2000 and give them, and *A, quite a lot of business.

They kept me happy then and I stayed with them. And it's working for them and also for me.

Quoting FLY2LIM (Reply 18):
This is called "planting the seed"

Very well said.

Tony

[Edited 2005-03-17 04:56:58]

Topic: RE: Why US Airways Lost My Business
Username: Zippyjet
Posted 2005-03-17 05:01:48 and read 7262 times.

You may also want to post your experience at http://www.epinions.com/trvl-Airline...rt_dir_~des/sec_~opinion_list#list

There are also 298 other reviews so, you can get a perspective. I don't know how US operates but, maybe someone can clarify; Is the "Shuttle" operation a subsystem within US? Different programs? Computer set ups? I'm not at all justifying your poor treatment but, something tells me there has to be something different in regard to Shuttle versus mainline flights? If the offending agent in question could have been more tactful about it. That wouldn't help you but, it sure as hell beats being treated like one would get treated at the Maryland DMV's Mondawmin full service center which is far from royalty. I can imagine the pushy demanding clientele of the shuttle flights; high profile, high maintenance government types and business cell phone folk; a quite difficult clientele during the best of situations. It takes a special breed of person to deal with these high profile important New York and Boston types. But, again that does not justify the treatment you received. If you write US, I guess my advice would be to cite the date, and time and location and, if you can remember which position at the ticket counter. This may narrow things down. I've heard similar horror stories from Amtrak but fortunately never personally experienced or, with any airline. This is one of the reasons, I'm not crying if we never get the DC NY BOS shuttle flights.
When things seem to go to seed here, we try to maintain some semblance of decency. If things get ugly which can and will happen when shit happens then, if needed, we enlist the aid of the LEOs. Passengers have a right to courteous service and likewise, we have the right not to be verbally or physically denigrated or abused. I think this pretty much covers my feelings on this one.  airplane 

Topic: RE: Why US Airways Lost My Business
Username: Revelation
Posted 2005-03-17 06:32:51 and read 7148 times.

I haven't flown US in years, ever since WN has come to my home airport. I used to give my leisure business to US, but their fares tend to be significantly higher than WN. For a trip I booked a month ago, US was 2x the cost of WN, and I had to connect in LGA, which as we all know can have some unpredictable delays. I find WN's seat pitch is better as well, and the employees seem to like their jobs. I don't see myself flying US any time soon.

My company has a corporate policy of using United, and their seat pitch sucks, unless you are in economy plus or better. It's kind of stupid: my company's on-line booking tool says we must book United unless we have a business reason not to, but the tool always shows that I can get better itineraries (i.e. non-stops) on JB for half the price they show for United. The tool says we have to take United because they get some sort of bulk discount, but they never show the effect of the discount on the on-line tool so we can't make a reasonable decision. In any case, I have only flown legacies when I fly for business (i.e. when I have no choice and when I'm not paying), and there's nothing about the legacy's product that makes me want to give them my personal business.

Sorry for the rant, but some of you were talking about how you support legacies, so I wanted to put out a counter point. US says they are re-making themselves as an LCC, but from my experience they aren't low cost and they aren't an efficient way to get to where I want to go.

Topic: RE: Why US Airways Lost My Business
Username: BigB
Posted 2005-03-17 06:44:19 and read 7126 times.

It doesn't matter, the fact remains that the agent should have helped ya in some kind of way with kindness. Customer Service is about going out your way to help a customer. I understand everyone has their bad days therefore kindness it out of the picture all of the time, but no matter how mad or happy you are, you should go out your way to help a customers. If would have happened to me, my business would be eslewhere.

Topic: RE: Why US Airways Lost My Business
Username: Supa7E7
Posted 2005-03-17 06:49:37 and read 7120 times.

People like that should be fired immediately.

Just ridiculous! ...

Topic: RE: Why US Airways Lost My Business
Username: SonOfACaptain
Posted 2005-03-17 07:11:36 and read 7078 times.

Quoting F4N (Reply 11):
I've not flown with USAir/Airways since 1986 for pretty much the same reasons; lousy service, missed connections, cancelled flights, lost(and never returned)bags...

You make your decisions based on a product from the 80's!!!!

US isn't even the same airline. Since 1986 US has:

-Gone through one name change.
-Gone through two paint jobs.
-Retired seven mainline planes. (DC-9/MD-80/F-28/F-100/732/722/BAe 14)
-Ordered new 733/734/752/762/A319/A320/A321/A330 (These are just mainline planes.
-Been bankrupt two times.
-Have had at least 5 different CEO's.
-Bought three airlines.
-Started two separate divisions within mainline.
-Ect.
-Ect.
-Ect.

The list goes on and on and on. How fair is is to judge US by this?

-SOAC

[Edited 2005-03-17 07:17:06]

Topic: RE: Why US Airways Lost My Business
Username: KC135TopBoom
Posted 2005-03-17 07:41:08 and read 7035 times.

My only experience with US (not the airline I usually fly) was not a good one. In October 2003, I had to fly DFW to BOS to attend a funeral. AA and DL were out of the question because I only had limited funds at the time. Normally I would have flown TZ, but all three flights out of DFW to MDW the day I had to fly were overbooked, Air Tran had a very long lay over in ALT (4 hours, if I remeber correctly) I was stuck with US. The fair was reasonable. That was about it. I caught the early bird DFW-PHL, departed almost 90 minutes late. They said that DFW had some runways closed for construction, and it would cause a delay. I work in Airfield Operations at DFW, we had one runway closed that night, out of 7 total runways. BTW the runway that was closed was 18R/36L, an arrival runway. Both departure runways were open. Got into Philly almost to late to make the conection to BOS. BTW, the airplanes from DFW to PHL and PHL to BOS were almost brand new A-319s. Both were smelly, like a locker room, and dirty, and the one out of DFW, my seat had a 4" long cut in it. I felt more like freight than a passenger.

The return trip from BOS to PHL was the best leg. I didn't have to change planes this time (another new A-319, but clean this time). But, we had another (unexplained) delay departing from PHL. I arrived at DFW, but my baggage took another flight as it arrived the next day.

US Airways needs to fold. Poor customer service, new equipment, but poor condition. Does it cost extra to have your baggage fly the same flight you do?

But, I learned my lesson. If TZ is not available when I need to fly, I'll book on DL or Air Tran (maybe even fly on Southwest out of DAL). BTW, my experiences with AA's customer service is not much better than with US, but at least AA's airplanes are clean. But who can afford to fly AA from DFW?

Topic: RE: Why US Airways Lost My Business
Username: Lincoln
Posted 2005-03-17 09:16:20 and read 6973 times.

Quoting Gokmengs (Reply 8):
I agree totally. In these situations you should be specific in complaints as well as your compliments. So the right people get the credits or punishments for it

The other suggestion I have is to (time allowing) flag a supe right then, especially if you can't get their name. Follow up with a letter if necessary, but if you deal with the problem right then I think it will be more effective for everyone than a week or (in the case of the praise I sent Delta) two or more months later (and a month and a half after they lost my bag...).

Just calmly, rationally, say something like "Excuse me, but I found this agent to be unreasonable and a bit rude, because when I .... they ...., I think it would have been more approperate for them to .... [If necessary/a really severe incident add:] and this may be last time I choose to fly ... as a result [not that anyone really beleives this]".

This way the problem can be addressed on the spot while everything is still fresh in everyone's memory and before you have time to get REALLY angry about it.

If you can't locate a supervisor, and the employee won't call their supervisor for you (One XJ CSR: "No. I don't have one, and I'm not going to call them"*  gnasher  ) just find someone else and ask (calmly) to speak with a supervisor.

I can't emphasize this enough: When dealing with other people, especially to complain always remain calm, rational, and in control. You're more likely to be taken seriously this way

Then again the supe may just have an attitude that irks you even further, as in my case with Delta, which is why...

Lincoln

* At DTW, she was the only one out front with a nice, long line (15+) at the podium in the C concourse waiting area. All of a sudden when I'm about 3 people back and she's in the middle of dealing with the pax, she wanders off without saying a word (not "I'm going on break", not "I have to run to a flight", or even "I'll be right back"), putting up a sign or anything. No one else came to the counter (or was even seen out front). People in the line were starting to grumble and a few people decided to bail. Over fifteen minutes later she comes back and picks up right where she left off...without saying a word. [And how could she "not call them" if she didn't have a supervisor?]

Topic: RE: Why US Airways Lost My Business
Username: FlyTheFlag
Posted 2005-03-17 13:24:58 and read 6862 times.

Since you didn't get the agents name:

-Nothing is going to happen to them.
-You'll probably get a voucher in some amount. You should have asked for a specific dollar amount. About $50 is fairly standard in this situation. You may get up to $100, but I doubt it.

Topic: RE: Why US Airways Lost My Business
Username: Haveric
Posted 2005-03-17 13:34:57 and read 6845 times.

I, for one, would like to hear the other side of this story. I have trouble believing that the agent was not at all provoked.

Regardless, one experience with one sour employee is not reason enough to never fly an entire airline again (particularly if the alternative requires a hike out to IAD!!)

Topic: RE: Why US Airways Lost My Business
Username: 762er
Posted 2005-03-17 15:21:39 and read 6551 times.

RJpieces: For what it's worth, as a US Airways Employee, I sincerely apologize on my company's behalf. We value every customer, whether it's the one-time flier or the chairman's prefered million miler. I regret that you had this experience and want to express my confidence that our customer service will improve as the airline evloves in this new environment. Please don't let the attitude of one bad apple tarnish all the positive experiences you've had flying us. The service you received is unacceptable. There are no excuses. However, I ask you to stick with us as our situation improves. I think you will be happy you did. Again, US Airways apologizes for the inconvenience you experienced and we hope to see you soon on a future US Airways flight.

Topic: RE: Why US Airways Lost My Business
Username: VgnAtl747
Posted 2005-03-17 15:35:47 and read 6448 times.

Your experiences with US Airways Shuttle isn't a trait of just the Shuttle. At my airport, US Airways Express is just as bad, but on a daily basis. They never announce that a flight is late or cancelled, and they never answer their phone. Our airport (as it's small) has an auto transfer system built into the phones, so if someone calls US Airways over and over and they don't answer, it forwards the call to another extension in the airport... 9 times out of 10 either us or NW get their calls... and it's always people wanting to know either why a flight is cancelled or where their luggage is. Of course, there is nothing that we can do for them, and they just want to know why US Airways isn't answering...

I can't count the number of times I've been working the counter for one of our Delta Connection flights, and people come up, announce that they have either Gold Preferred or Chairman's Preferred status on US Airways, and no longer will fly with them (based on their lack of customer service). My last shift alone I opened new Delta frequent flyer accounts for 4 people in this senario... and where, yes, that isn't very many... I'm sure that my airport isn't the only place it happens, and that 4-5 a day adds up- over the course of a week, thats the average load on one of their CRJ flights to Philly...

You are not alone in your opinon or experience, nor do I expect that you will be seeing a letter of appology.

...not good for US Airways...

Topic: RE: Why US Airways Lost My Business
Username: Justapassenger
Posted 2005-03-17 16:30:19 and read 6139 times.

I have to disagree with those of you who say that one rotten apple is no reason to switch airlines.

Please consider the whole picture. In this case, the passenger wasn’t able to make the on line check-in system work, then the check-in kiosk wouldn’t work, and then he had to deal with a hostile employee. That’s three strikes and you are out. In this case it was US, but I am sure it could have happened to any airline.

Airline employees should realize that by the time a passenger has to deal with a real person, it is very likely that that the airline’s technology has already failed the passenger at least once. I am sure it isn’t in your job description, but your passengers expect you to fix technological failures or they will find another airline.

I would therefore guess that the easiest airlines to work for are those that have fewest technological failures. The airlines with the most technological failures are the ones in the most trouble.

Topic: RE: Why US Airways Lost My Business
Username: SU
Posted 2005-03-17 16:58:09 and read 6000 times.

In December of last year, I flew DCA-PIT with US Airways in first class. The flight was part of an international first class ticket (SVO//FRA/IAD-DCA/PIT)
When checking in DCA with US Airways, the checking agent (not very friendly one) told me that I have to pay for one extra bag (I had three) and one overweight bag as one of my bags was 70 lbs instead of 50… Even after explaining him that DCA-PIT is in conjunction with international flight therefore weigh limit is the same as international – 70 lbs and Star Golds can have three bags, the guy (really rude and obnoxious way) were insisting so that I pay for the bags. After speaking with his supervisor and finding out that I did not have to pay anything, his response was – “Lucky for you, you are flying first class – other wise you had to pay” to which my response was “ Lucky for you I paid for first class and generated cash for your salary”

Not surprised why they are so down and sinking….

Topic: RE: Why US Airways Lost My Business
Username: LTBEWR
Posted 2005-03-17 17:27:51 and read 5806 times.

I have taken the US LGA-DCA Shuttle services several times over the last 10 or so years and found them to be fine, although the DL shuttle has better snacks, and doen't assign you a seat.
The US Shuttle is somewhat separate from the mainline and express flights in staffing and operations. The US Shuttle was the first to have the sales and check in Kiosks before mainline/express side of US. There are unique operating rules due to the unique security issues of operations in/out of DCA. At both LGA and DCA the US Shuttle uses the same US terminal building or portion as their mainline although they use specially designated gates and you can get free magazines and newspapers at the gates. The DL Shuttle at LGA is in a seperate terminal, the old PanAm 'Marine Ocean Terminal' while the remaing DL flights are in the main terminal at the other end of LGA. Don't forget that on the Shuttles there are few passangers with checked luggage, as most flyers are on same day round trips or maybe overnight trips. These differences, along with not wanting to become overwhelmed with both problems you and the other US Shuttle pax and serviceing the mainline/express pax with the limited staffing may explain your situation.
The problem you had as check in seemes to be a problem that required a technical person to fix and that may have taken some time to correct. I do agree that US should have better alternative staffing arrangements to cover problems like you had.

Topic: RE: Why US Airways Lost My Business
Username: NASBWI
Posted 2005-03-17 18:02:40 and read 5581 times.

Quoting Supa7E7 (Reply 26):
People like that should be fired immediately.

My thoughts exactly.

Quoting Hawk44 (Reply 2):
Remember everybody has bad days and I'm not trying to make excuses for the agent but it does happen

True...everyone does have bad days, except those in customer service while on the clock. I work in a customer service-intensive environment, and we're absolutely allowed to have a bad day - off the clock. While we're on that sales floor, our bad days stay outside; our customers don't need (or care) to know what's bothering us in our personal lives if all they want is some lotion.  Wink If someone can't suppress their emotions during the time they're dealing with people, then customer service really shouldn't be their line of work.

To be fair, the company I work for isn't in the same position as US Airways, and while I can't comprehend what they're enduring, I am sympathetic toward their plight. Flipping the coin, however, they are all well aware of the situation, and should really be focusing on other options should US fail - that is, while they're not focusing on customers  Wink. And while they are still employed by the airline, make the most of it. Maybe I'm just too optimistic.

Topic: RE: Why US Airways Lost My Business
Username: Cumulonimbus
Posted 2005-03-17 18:20:32 and read 5479 times.

By and large Us Airways Reps Have been very good to me. Mesa reps on the other hand.... I hope us airways survives this crisis but do not let one grouchy agent ruin it for you. Out of the 15 times I flew Us in the past 8 months I have Had one problem and that was with a (Go figure) a Mesa Rep.
Now only if Us would get rid of the crj's And Mesa they would be the Perfect Airline!!!

Mike

Topic: RE: Why US Airways Lost My Business
Username: Incitatus
Posted 2005-03-17 19:30:38 and read 5067 times.

Quoting SonOfACaptain (Reply 27):
-Gone through one name change.
-Gone through two paint jobs.

How relevant is that when describing CHANGE in an airline? It is not.

Topic: RE: Why US Airways Lost My Business
Username: Amy
Posted 2005-03-17 19:36:40 and read 5028 times.

Disgusting

I have been in the position of working in a job I hated which involved working with the public and even if I was in a frightful mood I would NEVER be rude to people who didn't deserve it. If I was treated this way I would have given her as much lip as she gave you and demanded to see her supervisor imediately.

I feel very sorry for you being treated this way and I totally respect your decision to avoid US Airways in the future.

Topic: RE: Why US Airways Lost My Business
Username: Warszawa
Posted 2005-03-17 19:51:37 and read 4927 times.

One thing you have to realize is that there will always be someone who needs an attitude adjustment. Not only is this the case in all airlines and air travel, but with any business, anywhere.

I mean, it'll be a mixed opinion no matter who you deal with. Its 100% plausible that you could have ended up with some of the best reps around that day, and its also equally possible that you cound have ended up with some of the worst. Thats a fact of life, and every business is like that.

I'm sure at college where your spending MUCH more than $1000 that you've encountered rude or harsh staff or professors, but evidently you still give them your business, correct?

Right. So in my opinion, you should give US Airways another try. I just had family members fly (actually they just came back last Friday) DTW-CLT-SJU ( Detroit - Charlotte - San Juan, all mainline, and same way back) and they said it was the best airline they've ever flown (and they fly frequently, usually they go on vacation every 3 months somewhere across the globe).

Topic: RE: Why US Airways Lost My Business
Username: FLY2LIM
Posted 2005-03-17 20:20:07 and read 4783 times.

Quoting RJpieces (Reply 20):
Well, I didn't try to sound like an a**hole in the letter. I wrote that I realize $1,000 isn't a lot next to some of their Frequent Fliers, but that it's still much needed money in their pockets. But indeed, experiences like this do turn away some customers for a long time (just look at the poster above who said he hasn't flown them since 1986). In the long run, it's idiotic for them to lose customers like this.

RJpieces:
Not sure how you figured from my post that you sounded like an a-hole. On the contrary, I was defending your position. I see you as someone who has it together, despite being in high school, and companies like US Air would be wise to offer incentives to people like you who may be highly successful people in the future. As I referred to it, it would be "planting the seed". Sorry if you misunderstood.

Quoting Haveric (Reply 31):
I, for one, would like to hear the other side of this story. I have trouble believing that the agent was not at all provoked.

Regardless, one experience with one sour employee is not reason enough to never fly an entire airline again (particularly if the alternative requires a hike out to IAD!!)

Whether or not it was provoked, THE CUSTOMER IS ALWAYS RIGHT, even if they are rude, crass, irate, or a total a-hole. It doesn't justify the behavior on the part of the customer, but it's a reality.
I am going to guess that this customer service agent saw a teenager asking questions and decided he was not "important enough".
And yes, the actions of ONE employee can be reason enough for someone to decide never to do business with one company again. Many, many people in this world make choices based on the smallest of details.

FLY2LIM

Topic: RE: Why US Airways Lost My Business
Username: NASBWI
Posted 2005-03-17 20:30:55 and read 4712 times.

Quoting Warszawa (Reply 41):
I'm sure at college where your spending MUCH more than $1000 that you've encountered rude or harsh staff or professors, but evidently you still give them your business, correct?

lol I don't think that comparing attitudes at a university with those at an airline is entirely appropriate; once you're enrolled at a university, you're not going to simply drop out and take your money elsewhere at the drop of a dime because a couple professors or staff members are/were rude. Colleges are learning institutions, not service industries.

Airlines are a little different, in that the service they provide is primarily short term, and only becomes long-term if the value meets the customer's requirements. They can lose money a lot faster than colleges can, given the elastic demand for air travel, as opposed to the relatively inelastic demand for higher education. Airlines, depending on their route structure, compete with not only other airlines, but trains, buses, and personal transportation as well.  Wink

Topic: RE: Why US Airways Lost My Business
Username: DAYflyer
Posted 2005-03-17 20:34:29 and read 4691 times.

Quoting Daron4000 (Reply 21):
Well I'm definitely glad that you chose United, and hope you enjoy them

Highly unlikely if he changes planes in ORD; they are also in deep financial doo-doo and likely to be so for some time.

Quoting Haveric (Reply 31):
, for one, would like to hear the other side of this story. I have trouble believing that the agent was not at all provoked.

Having flown US several time, including the shuttle on business, I find his story to be very believable. I have never once met a friendly ticket agent at US, although most of the f/a's were very well spoken and very polite.

Topic: RE: Why US Airways Lost My Business
Username: SHUPirate1
Posted 2005-03-17 20:40:57 and read 4648 times.

Quoting FLY2LIM (Reply 42):
THE CUSTOMER IS ALWAYS RIGHT

You know, that comment was bantered around on a bunch of planes on a certain mid-September Tuesday about three and a half years ago, and we all know how that turned out...

Within reason, the customer should always be right, as the situation that helps the bean-counter in one situation can and WILL hurt the airline in the long run with the loss of that passenger's business. However, goodwill attempts sometime CAN (in US Airways' case with me, anyway, on more than one occasion) be a bit excessive. For example, I volunteered, a few months ago, for a US Airways flight CLT-IAH, and was rerouted on American CLT-DFW and Continental ExpressJet DFW-IAH, and was compensated with one free roundtrip ticket anywhere in the continental United States. American, having accepted my reissue, then denied me boarding on that CLT-DFW flight, denying me compensation and sending me back to US Airways for reaccomodation. Obviously, this was unacceptable on their part. US Airways, however, hadn't pulled the jetway on the CLT-IAH flight, somehow had space on that flight, put me on (in an exit row middle seat), and let me keep my voucher (the excessive part).

Likewise, with my situation the past week, where I am scheduled to fly US Airways to New Orelans on Memorial Day weekend, US Airways pulled the late-night CLT-PBI flight (my return), and rescheduled me on an earlier connection through Charlotte. However, the excessive part here was where they put me in first-class on all four of those flights automatically, without me speaking to an agent, or even knowing that my flights had been switched (I assume I would have been called at some point, something US Airways is generally VERY good at). That said, leaving New Orleans earlier in the day was unacceptable, and they put me on a flight the following morning after speaking to an agent, also in First Class. Needless to say, in my customer service dealings with US Airways, they have gone above and beyond the call of duty when it has come to reaccomodation and compensation, and as such, continue to receive my business while more convenient airlines for me, such as Delta and American, have not.

Topic: RE: Why US Airways Lost My Business
Username: N312RC
Posted 2005-03-17 20:43:17 and read 4624 times.

Im sorry to hear about your horrible experience with USAirways. I must however remind you that in this day and age, bad treatment is common amongst ALL carriers. I am a mid-tier Preferred member at USAirways and have only ever encountered some mildly rude employees.. Nothing I cant deal with... I moved all my business over from Northwest and have not ONCE regretted doing so.

Never flying USAirways again because one agent was rude to you? Give me a break darlin'. Welcome to the REAL world of travel. You cant expect everyone to kiss your ass, EVEN as an Elite.


Talk about over the top.

Topic: RE: Why US Airways Lost My Business
Username: Jdaniel001
Posted 2005-03-17 20:45:46 and read 4609 times.

I am not surprised this happened. The only employees left at the legacy carriers are the old bitter ones. All of the young energetic go getters have been laid off and are now working for the LCC's. Maybe the legacy carriers should educate their staff on what you sow is what you reap. But, I don't think that USAirways is going anywhere anytime soon.

Don't get me wrong everyone, airline people are great (especially if you are one of them). And I do miss the days of the AA DC10's flying between DFW and LGA, but we are entering the new legacy carriers realm with B6 and WN as masters of the universe. The old fogies need to learn the new rules.

Topic: RE: Why US Airways Lost My Business
Username: NASBWI
Posted 2005-03-17 20:55:01 and read 4553 times.

Quoting N312RC (Reply 46):
You cant expect everyone to kiss your ass

I don't think RJpieces was expecting that from her - in almost any industry, it would be foolish to anticipate someone groveling for your business. However, there is something to be said about professionalism and common courtesy, both of which seemed to be lacking. It wouldn't have taken much more effort for the agent to firmly say "I apologize sir, but I'm unable assist you at the moment. Let me direct you to xyz.." than to snap at him that she wasnt going to help. Especially since, according to RJpieces, she wasn't assisting anyone else at the time. Wouldn't you agree?

Topic: RE: Why US Airways Lost My Business
Username: FLY2LIM
Posted 2005-03-17 21:03:17 and read 4500 times.

Quoting SHUPirate1 (Reply 45):
You know, that comment was bantered around on a bunch of planes on a certain mid-September Tuesday about three and a half years ago, and we all know how that turned out...

SHUPirate1:
If I'm reading right, your theory is that 9/11 was caused by good customer service????  Smile
Just having fun.
What I did want to say is that "the customer is always right" is not something I necessarily agree with, but it's the order of business.
I think they missed the mark with this high schooler who was asking a simple question. Whether provoked or not, the CSR needed to help him, period.
FLY2LIM

Topic: RE: Why US Airways Lost My Business
Username: ContnlEliteCMH
Posted 2005-03-17 21:15:22 and read 4439 times.

Quoting SonOfACaptain (Reply 27):
You make your decisions based on a product from the 80's!!!!

US isn't even the same airline. Since 1986 US has:

-Gone through one name change.
-Gone through two paint jobs.
-Retired seven mainline planes. (DC-9/MD-80/F-28/F-100/732/722/BAe 14)
-Ordered new 733/734/752/762/A319/A320/A321/A330 (These are just mainline planes.
-Been bankrupt two times.
-Have had at least 5 different CEO's.
-Bought three airlines.
-Started two separate divisions within mainline.
-Ect.
-Ect.
-Ect.

The list goes on and on and on. How fair is is to judge US by this?

-SOAC

I'd be REALLY careful if I were you. More recent measurements will paint an equally dismal picture, if not worse.

Topic: RE: Why US Airways Lost My Business
Username: Lincoln
Posted 2005-03-17 22:31:53 and read 4080 times.

Quoting DAYflyer (Reply 44):
Highly unlikely if he changes planes in ORD

Actually, my handoff from and to UA at ORD (with NW as the other carrier)was quite seamless. My only complaint was that I only had a little over an hour to wander around the airport. On its own, an excellent experience, even moreso compared to the problems with my DL-NW jaunt.

Nice and helpful agents, they were able to tell me exactly where my bag was, etc. When I appolgized for my undue concern the response was a genuine "not a problem- that's what we're here for, if you'd like you can come back before you board and I'll confirm that it was actually loaded on the aircraft".

Flight left on time and arrived in LA over an hour early.

I've only flown them twice in the past 5 years (they don't generally go where I want to), but from that trip I really like UA and would like to get back to see the rest of ORD.

Lincoln

Topic: RE: Why US Airways Lost My Business
Username: Backfire
Posted 2005-03-17 23:12:32 and read 3926 times.

We've only heard your side of the story, and naturally you come out smelling as sweet as roses. Would the US Airways staff member have recollected your being that way?

Or were you being one of those irritating, obnoxious passengers who thinks that the whole world rotates around them?

Topic: RE: Why US Airways Lost My Business
Username: FlyTheFlag
Posted 2005-03-17 23:16:21 and read 3905 times.

I feel pain for the people at Consumer Affairs who have to read such horribly written letters as this specimen.

Topic: RE: Why US Airways Lost My Business
Username: SonOfACaptain
Posted 2005-03-17 23:23:13 and read 3869 times.

Quoting Incitatus (Reply 39):
How relevant is that when describing CHANGE in an airline? It is not.

I was not describing change at US, all I was doing was pointing out that it has been a long time since he flew US. I wasn't describing change, but the longevity of what he bases his decisions on.

Quoting ContnlEliteCMH (Reply 50):
I'd be REALLY careful if I were you. More recent measurements will paint an equally dismal picture, if not worse.

Once again, I wasn't trying to praise US or diss them. All I was doing was pointing out that you can't compare the 86' USAir with the 05' US Airways.

-SOAC

Topic: RE: Why US Airways Lost My Business
Username: Isitsafenow
Posted 2005-03-17 23:35:14 and read 3812 times.

If the one person who represents the entire airline(or any company) treats you wrong, then it is in your right never to spend another buck with that company again. I had a run-in with an AA gate agent at ORD in 1982 and have flown AA twice since then. Now ask me how many trips I have flown since since Miss bitch-butt-know-it-all and I had words. Over 800 trips according to my personal log. That's a ton of $$$ AA didn't get. That, folks, is my right to withhold my services from a company. I don't go to an particular party store in my town, call a certain plumber or electrician, or buy from a certain car dealer and for my company I have bought a couple of dozen cars/trucks in the past 15 years.
So as you can see, we clients have power. Treat us with respect or we hurt you in a very tender spot....
the wallet.
safe

Topic: RE: Why US Airways Lost My Business
Username: Flyorski
Posted 2005-03-18 02:06:01 and read 3244 times.

I have flown US airways on a number of occasions, and have never had any really bad problems, except when I lost my bag and US did not return my phone calls for about 3 weeks.

Topic: RE: Why US Airways Lost My Business
Username: F4N
Posted 2005-03-18 02:51:22 and read 3138 times.

Quoting Haveric (Reply 15):
19 years ago??? How can you compare?



Quoting SonOfACaptain (Reply 27):
You make your decisions based on a product from the 80's!!!!

US isn't even the same airline. Since 1986 US has:

-Gone through one name change.
-Gone through two paint jobs.
-Retired seven mainline planes. (DC-9/MD-80/F-28/F-100/732/722/BAe 14)
-Ordered new 733/734/752/762/A319/A320/A321/A330 (These are just mainline planes.
-Been bankrupt two times.
-Have had at least 5 different CEO's.
-Bought three airlines.
-Started two separate divisions within mainline.
-Ect.
-Ect.
-Ect.

The list goes on and on and on. How fair is is to judge US by this?

-SOAC

Gentlemen: Very simple. In business, it takes years to acquire a good reputation but only a very short time or a few bad experiences to ruin one.
Let me elaborate.

In the mid 80's I worked as a Tech Rep for a manufacturing firm which was a higher cost producer in their field. They attempted to address that particular liability by offering customers first rate service & support. They prospered in their niche by executing that particular aspect of their business plan very well.
As a field rep, I travelled extensively. Although I had no particular geographical responsibility, most of my accounts were in the northern/eastern US and southern/eastern Canada. USAir's route system was a good fit to my
travels; but that was about the only thing good about them.

My employer and my boss took the field service portion of the business very seriously. As far as they were concerned, any customer who paid for product could expect a rapid response to requests for repairs, parts & field service.
On my part, I expected the carrier I used to:

Get me there on time
Get my bags, tools & equipment there with me

Unfortunately, the more I flew on USAir, the more problems I had with those relatively simple expectations. Missed connections & cancelled flights were especially problematic. How about me in Richmond and my stuff in PIT?
How about missed connections or cancelled connections 3 times in a row in PHL and losing a mega-account for being unable to deliver on service requests? Try and do a repair in Charlotte when your stuff you checked in isn't there when you arrive and never shows? And they can't trace it

Of course, my reputation & standing in the company began to erode very badly. I used every possible alternative to USAir including the almost equally bad Eastern(who got what they deserved) as well as the even more odious PeopleExpress. Yeah, I was even willing to go that route to avoid US. I eventually settled on using American for most of my travelling and now use WN. Ask how many missed connections, cancelled flights & lost bags they caused...how about none.

I'll stick with that.

regards,

F4N

Topic: RE: Why US Airways Lost My Business
Username: ContnlEliteCMH
Posted 2005-03-18 03:29:11 and read 3097 times.

Quoting SonOfACaptain (Reply 54):
Once again, I wasn't trying to praise US or diss them. All I was doing was pointing out that you can't compare the 86' USAir with the 05' US Airways.

I understood your point the first time.

*Of course* you can compare the '86 USAir with the '05 US Airways. The comparison could be favorable, e.g. -- "The '05 US Airways is a profitable carrier who always treats their customers with respect." The comparison could be unfavorable, e.g. -- "The '86 USAir was a great airline, but they aren't doing so well in '05."

Or, it could be neither. "The '86 USAir was a lousy airline, and the '05 US Airways is a lousy airline. I see little has changed."

Let's change this around. Let's say you owned a 1986 Chrysler product, and it was a total POS. (What Chrysler product of the era wasn't?) Let's say you bought a 2004 Chrysler product, and decided that their fit and finish was still poor compared to competition, that their steering and ride is rubbery, and that they STILL can't build an automatic transmission worth a plug nickel. Can you compare 1986 Chrysler to 2004 Chrysler? Of course you can.

Let's say that 1986 Chrysler blew it's automatic tranny after 15,000 miles. They replaced it. Then it blew again just out of warranty, and they agreed to split the cost to rebuild it, which hurt me to the tune of $1000. Then let's say it went out again after 25,000 miles more. Would I be pissed. Oh yes. Would I ever buy another Chrysler. Not on your life. And THAT'S the point of our friend who hasn't flown them since 1986. Their amazing incompetence cost them a potential lifelong customer. I wonder how many customers they cost themselves after the lunacy those idiots pulled in December?

Disclaimer: I do not now, nor have I ever, owned a Chrysler product. As a fan of a competitor, it pleases me to drag them through the mud, though I must admit they make a very nice minivan!

Topic: RE: Why US Airways Lost My Business
Username: Tango-Bravo
Posted 2005-03-18 03:40:11 and read 3063 times.

Quoting Alberchico (Reply 1):
Remember the Christmas walkout that paralyzed the airline during the busiest time of the year?

Sorry to confuse you with the truth, but a DOT investigation found that it was US Airways' management who caused the Christmas weekend debacle by failing to adequately staff their PHL operations for the heavier-than-usual traffic volume. Those who insist on continuing to blame labor for the meltdown that happened at US Airways over the Christmas weekend in spite of DOT findings have as much credibility as US Airways management -- which is zero.

Topic: RE: Why US Airways Lost My Business
Username: Nudelhirsch
Posted 2005-03-18 03:42:44 and read 3054 times.

RJ, your profile says you are 16-20. Relax. It doesn't hurt you to wait for a couple of minutes.
Why do some people always make a huge thing on a waiting line and an agent who was not as friendly, as a teenager could demand?
Come on.
This is life.
I want to see all you guys travelling, eating out, ..., how friendly are you all the time?
How do you folks treat a waiter or a maid? Do you call the manager if the maid puts the toilet roll in the holder in a way you are not used to? Rolling from behind, not from front?
Come on.
This "I am the greatest king of the world" thing starts to get on my nerves.
Sure I do not like to wait in a line. but let the guys from mainline have their rest for 3 minutes between 2 longhaulers, and more people who want to see their managers...
Come on... 2 hrs ahead of time... what is the problem?
Wait, relax, enjoy... you are about to receive a privilge not too many people receive (statistically) - flying.
Some people are only out there to find something to rant about.
Guys, a college-kid who need to check in immediately...all right...
Sad world.
Sad I have to say that being 25 years old.
what will I say in 50 years...

Topic: RE: Why US Airways Lost My Business
Username: ATLhomeCMH
Posted 2005-03-18 04:44:44 and read 2982 times.

Alberchico:

sorry to hear that,but in an airline that has suffered from constant pay cuts and threats of bankrupcy, there are going to be a lot of disgruntled employees

Yea...and? Who cares if they're disgruntled? That doesn't give them the right to treat customers like crap. They should suck it up, be adults, and act professional.

US employees should be thankful that they're even around to still draw a paycheck, and they should be doing everything they can (short of kissing the feet of their passengers) to retain as many customers as possible, especially repeat fliers like Rjpieces....don't forget: US is not....I repeat NOT out of the woods yet financially. Far from it.

So, RJpieces, good for you...take your business elsewhere. I hear Delta and United are still flying those routes also... Wink

Topic: RE: Why US Airways Lost My Business
Username: Supa7E7
Posted 2005-03-18 04:51:27 and read 2971 times.

Tango-Bravo

If people didn't lie, calling in sick when they were healthy, there would have been no meltdown. Now who has credibility?

Regards.

Topic: RE: Why US Airways Lost My Business
Username: Zippyjet
Posted 2005-03-18 05:26:37 and read 2938 times.

First off, there have been some valid points from virtually every response. I'm going to play a little Devil's advocate. Several issues/questions:


  • There are two sides to every story. By any chance, any witness to your go around with US?
  • You may have thought you were acting in a civil courteous manner but, could you have started loosing your cool and not realized it?
  • Did you observe any other passengers getting the same treatment you got?
From your account and the responses, chances are, you were treated poorly. Reply 60 brought up some interesting points; which led me to play advocate.

Reply 57, F4N Did you share this information with your company? You seem to express yourself quite well. Since your employer shelled out the bucks for US, you and your company deserve safe, timely flights and that goes for your baggage. My company's health insurer is Aetna and I personally give them an F. They skimp on prescriptions, make you go through hoops to get it and, manage to take forever correcting their incompetence. I've on many occasion had to draft memo's to our Health benefits counselor who has earned her salary and then some dealing with those paper pushing bozos. As you can tell, I lack patience when it comes to bureaucracy. I therefore try to take a deep breath and go through the appropriate channels. And, I usually come out OK in the end.

Topic: RE: Why US Airways Lost My Business
Username: Lincoln
Posted 2005-03-18 05:27:20 and read 2936 times.

Quoting Nudelhirsch (Reply 60):
I want to see all you guys traveling, eating out, ..., how friendly are you all the time?
How do you folks treat a waiter or a maid? Do you call the manager if the maid puts the toilet roll in the holder in a way you are not used to? Rolling from behind, not from front?

When dealing with anyone I don't know well -- be it a customer (fairly rare), waiter/waitress at a restaurant, airline CSR, cashier, whatever -- I treat the people as I would like/expect to be treated and am extremely friendly and courteous person. (...and I'll occasionally go out with friends/coworkers to blow off steam about the rude/stupid/whatever people after the fact, but never "snap" at anyone*)

How do I treat a waiter or maid? See my previous answer - exactly the way I'd like them to treat me.

No, I wouldn't call a manager about toilet paper. I would call a manager if a maid were somehow rude, though I really can't fathom that -- all the Housekeeping folks I've encountered at hotels along the way are really very nice people when you talk to them, even if their English can be shaky at times.

I have often called a manager (or sent a note to the manager after the fact) to complement above-average service, in fact that ratio is about 3:1 or 4:1 (Good to Bad) but I'm not afraid to complain when warranted either. I believe [rightly or wrongly] that the only way any service can be improved is to receive honest criticism when warranted and to acknowledge good service.

Example: I wouldn't have a problem if an agent said "I'm sorry, [sir,] I can't assist you here because our policy is that all shuttle pax have to use the shuttle checkin" (even if that makes no particular sense to me).

I would have a HUGE problem with "Yo, dude, get away from me I'm not going to help you here."

Just because I'm 20 (and Turing 21 in May) doesn't mean that I use "Yo" or "Dude" when addressing a stranger, and it certainly isn't the way I would expect to be addressed when I'm a customer somewhere.

A little courtesy can go a long way, especially in this day in age.

Lincoln
* - I'm working with a consultant now who is REALLY testing my limits, though. A coworker who observed our last meeting told me that he was surprised I didn't snap. (I really wish I could be paid as much as they are and get away with being that utterly clueless)

Topic: RE: Why US Airways Lost My Business
Username: Newkai
Posted 2005-03-21 01:41:03 and read 2698 times.

"unless I receive an apology from your company"

You will... Might take a few weeks, but you will!

Topic: RE: Why US Airways Lost My Business
Username: RDUCO
Posted 2005-03-21 07:24:09 and read 2598 times.

fine be up set about pay cuts, however know that the show must go on

Topic: RE: Why US Airways Lost My Business
Username: Yyz717
Posted 2005-03-21 07:37:11 and read 2582 times.

Write a letter to US and get that b*tch fired.

Topic: RE: Why US Airways Lost My Business
Username: GMUAirbusA320
Posted 2005-03-21 15:24:44 and read 2517 times.

Quoting 727LOVER (Reply 5):

YOU CAN find out who they were. I have experience with getting people's names for problems. ANY airline is NOT dumb enough to blame the flight attendant ESPECIALLY when it's a CSA. People, DON'T BE AFRAID TO REPORT INCIDENTS LIKE THIS!! Not just for compensation, but to weed these people out of our industry. Air Travel is NOT meant for rude and outlandish agents.

I firmly believe people who lash out at customers probably have NO authority at home (or their homelife is a wreck), or they simply get their rocks off on telling people what to do. I've been an agent before, it's simply saddening.

As for the letter, GOOD FOR YOU! Point out crap like that. It's not right from a customer service perspective, nor should human beings treat each other like that. It's a matter of respect. I gotta go teach Kindergarden now...(hahaha).

Cheers,

GMUAirbusA320


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