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Why US Airways Got My Business Back  
User currently offlineRjpieces From , joined Dec 1969, posts, RR:
Posted (9 years 7 months 5 days 18 hours ago) and read 5627 times:

Hi all,

For those of you who commented in my thread last week about why US Airways lost my business, I thought you'd enjoy this.

As I mentioned in the other thread, I booked LGA-IAD on United instead of the US Airways because I was angry with them. I was very excited about flying United for the first time and experiencing Channel 9. But I get to LGA at around 6:30 for my 7:15 flight and I find that it is delayed THREE hours because of a late arriving flight from Denver.

The UA gate agent was super nice, and immediately put me on the 8:00 US Airways Shuttle flight. They even had a shuttle bus take me from the gate directly to the US Airways terminal. It was fantastic; I walked right down on to the tarmac and drove right across the field to the US Airways terminal. I got into the US Airways terminal at around 7:05 and ran to the gate, and the ticket agent was super nice and moved me from the 8:00 Shuttle onto the 7:00 Shuttle (which was running a few minutes late). So I wound up leaving earlier than my originally scheduled United flight, and was able to fly into DCA which is much easier for me. And the US Airways Shuttle pilots and F/As were great tonight (I always enjoy older F/As who you know have been around for a while). Overall, it was a great experience on the Shuttle and they regained my business. I'll be flying home in a few weeks for a weekend and I plan to book on the US Airways Shuttle.

23 replies: All unread, jump to last
 
User currently offlineDeltaMIA From United States of America, joined Feb 2004, 1672 posts, RR: 17
Reply 1, posted (9 years 7 months 5 days 18 hours ago) and read 5611 times:

Just out of curiosity. You didn't stop flying US because of an experience on the Shuttle? I would be surprised you would expect anything less from US's shuttle operation. In fact I am surprised there was a delay. Overall Shuttle ops on both DL and US are far superior to each others mainline ops and any other carriers who try and compete in the market even LGA-IAD.


It's a big building with patients, but that's not important right now.
User currently offlineHawk44 From United States of America, joined Jan 2005, 759 posts, RR: 3
Reply 2, posted (9 years 7 months 5 days 17 hours ago) and read 5474 times:

Welcome back to US Airways I'm glad you had a good experience. I also think it's funny how many people are not posting in this thread  sarcastic 

Hawk44



Never under estimate the power of US
User currently offlineMir From United States of America, joined Jan 2004, 21677 posts, RR: 55
Reply 3, posted (9 years 7 months 5 days 16 hours ago) and read 5457 times:

Well, good to see that US is back in your good graces again. Shame that you had to miss Channel 9 though. That alone makes UA worth it in my book.

When I was flying MSP-JFK on UA recently, the MSP-IAD portion was delayed because of mechanical problems (and a very late arriving airplane because of said mechanical problems). The new schedule would have gotten me into IAD with only 20 minutes to make my connection, which I thought was pushing it. The agent at the gate in MSP was able to get me onto an entirely new routing, this time going through ORD to LGA, and got me window seats on both flights (and Economy Plus on the MSP-ORD leg!). I got in about an hour later than I was originally supposed to, but had I missed my connection in IAD, I would have had to wait until the next day, so I figured it was the right decision to make.

Delays are going to happen. It's what the airline does when they happen that shows how good they are.

-Mir



7 billion, one nation, imagination...it's a beautiful day
User currently offlineANCFlyer From , joined Dec 1969, posts, RR:
Reply 4, posted (9 years 7 months 5 days 16 hours ago) and read 5425 times:

I've always been a US fan . . . especially when living in DC . . . but, RJ - to hell with the shuttle, hop the Acela! Faster, cleaner, smoother . . . and much, much less BS (read that TSA horseshit). Love that Amtrak!

User currently offlineBMIFlyer From UK - England, joined Feb 2004, 8810 posts, RR: 58
Reply 5, posted (9 years 7 months 5 days 11 hours ago) and read 5305 times:

I think I will give US another go this summer. May try to get a MAN - PHL - MAN weekend run once the A333 is back on it. Im not flying that awful 767 sorry  Wink

Lee



Sometimes You Can't Make It On Your Own
User currently offlineGkirk From UK - Scotland, joined Jun 2000, 24947 posts, RR: 56
Reply 6, posted (9 years 7 months 5 days 11 hours ago) and read 5294 times:

BMIflyer, the 333 is back on the MAN run now  Smile


When you hear the noise of the Tartan Army Boys, we'll be coming down the road!
User currently offlineStealthZ From Australia, joined Feb 2005, 5714 posts, RR: 44
Reply 7, posted (9 years 7 months 5 days 11 hours ago) and read 5250 times:
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Not sure I understand.... you abandoned US because of bad service and abuse from check in staff...
You then booked UA and they had an issue with flight arrival... so THEY transferred you to US. which the didn't have to do.. could have made you wait and then happily you found a competent and co-operative US agent(most of them may be!!) so suddenly US is #1 again...
From your other thread, if those are the facts .. would take more than this to win me back!!



If your camera sends text messages, that could explain why your photos are rubbish!
User currently offlineYyz717 From Canada, joined Sep 2001, 16307 posts, RR: 56
Reply 8, posted (9 years 7 months 5 days 11 hours ago) and read 5247 times:

Does that horrendous b*tch still work for US at DCA? Did you write a letter of complaint about her? Returning your custom to US will only encourage her behaviour unless she is dealt with.


Panam, TWA, Ansett, Eastern.......AC next? Might be good for Canada.
User currently offlineFlyTheflag From , joined Dec 1969, posts, RR:
Reply 9, posted (9 years 7 months 5 days 10 hours ago) and read 5174 times:

Good to see you back, but you sound incredibly fickle.

User currently offlineWdleiser From United States of America, joined Apr 2004, 961 posts, RR: 4
Reply 10, posted (9 years 7 months 5 days 9 hours ago) and read 5107 times:

Well, he is happy that he got a bus shuttle, got to go on the tarmac, taking directly from his gate to the new one, and was even put on an earlier flight of US than his first reassigned flight and wound up arriving at a more convient airport for him and earlier than what he would have been if the UAL flight had been on time.

User currently offlineVSLover From United States of America, joined Feb 2004, 1897 posts, RR: 22
Reply 11, posted (9 years 7 months 5 days 8 hours ago) and read 5003 times:

right, the logic here seems to imply that really UA should have been at the top of the pack once more for their expedited handling of placing you on another US flight--the US flight just happened to be enjoyable, which would have improved your opinion of US--THANKS to UA placing you on the US flight.

User currently offlineRJpieces From , joined Dec 1969, posts, RR:
Reply 12, posted (9 years 7 months 5 days 8 hours ago) and read 4991 times:

right, the logic here seems to imply that really UA should have been at the top of the pack once more for their expedited handling of placing you on another US flight--the US flight just happened to be enjoyable, which would have improved your opinion of US--THANKS to UA placing you on the US flight.

Pretty dam ironic, ain't it?


User currently offlineLH423 From Canada, joined Jul 1999, 6501 posts, RR: 54
Reply 13, posted (9 years 7 months 5 days 8 hours ago) and read 4986 times:

Quoting Yyz717 (Reply 8):
Returning your custom to US will only encourage her behaviour unless she is dealt with.

Writing letters almost never results in anything. Someone in Virginia at customer relations isn't going to take the time to forward letters and paperwork for what could be just one isolated event. If you want to make a difference ask to speak to a supervisor or manager. If enough complaints are brought forward directly to her supervisor then they'll be forced to take action. But bringing in a middle man who doesn't know the person or the situation will be more concerned about service recovery than punishment. They'll send you a voucher or credit you some miles then toss the letter in the trash, especially if it was a letter like the original poster said he was going to send.

LH423



« On ne voit bien qu'avec le cœur. L'essentiel est invisible pour les yeux » Antoine de Saint-Exupéry
User currently offlineBoeing727flyer From United States of America, joined Feb 2005, 147 posts, RR: 0
Reply 14, posted (9 years 7 months 5 days 6 hours ago) and read 4900 times:

I recently flew US Airways to SXM. The flight was great but the crew were the best ever. Kind,polite and even gave me a free beer...


Hail the mighty Boeing 727
User currently offlineYyz717 From Canada, joined Sep 2001, 16307 posts, RR: 56
Reply 15, posted (9 years 7 months 5 days 6 hours ago) and read 4883 times:

Quoting LH423 (Reply 13):
If you want to make a difference ask to speak to a supervisor or manager. If enough complaints are brought forward directly to her supervisor then they'll be forced to take action.

I agree with you LH423. As long as something is done about the attrocious behaviour that he experienced.

Quoting FlyTheflag (Reply 9):
Good to see you back, but you sound incredibly fickle.

Chuckle.



Panam, TWA, Ansett, Eastern.......AC next? Might be good for Canada.
User currently offlineJetdeltamsy From United States of America, joined Nov 2000, 2987 posts, RR: 8
Reply 16, posted (9 years 7 months 5 days 3 hours ago) and read 4357 times:

Quoting Rjpieces (Thread starter):
but you sound incredibly fickle.

AMEN!



Tired of airline bankruptcies....EA/PA/TW and finally DL.
User currently offlineTockeyhockey From United States of America, joined Feb 2005, 952 posts, RR: 0
Reply 17, posted (9 years 7 months 5 days 3 hours ago) and read 4109 times:

i was about to quit on US because they changed a schedule on me that would have left me with a 9 hour layover at SJU on my trip to SXM in june.

i called and complained to an agent who said she could do nothing for me.

but, as many things in life go, the rules change depending on who is enforcing them. i called US again this morning, and got a different agent who was willing to reschedule me on a new flight that is non-stop without any change fees. so now, i'm actually in a better position than i was, and without costing me a dime.

although, now that i think about it, maybe this is why US is losing money!!!


User currently offlineUsAirways16bwi From United States of America, joined May 2004, 1004 posts, RR: 4
Reply 18, posted (9 years 7 months 5 days 2 hours ago) and read 4007 times:

Quoting Tockeyhockey (Reply 17):
although, now that i think about it, maybe this is why US is losing money!!!

a good example of the saying: nice guys finish last.


User currently offlineDLHeavy From United States of America, joined Mar 2005, 4 posts, RR: 0
Reply 19, posted (9 years 7 months 5 days ago) and read 3514 times:

I agree with YYZ717 on this thread. I have had far too many frustrations on US for me ever to fly with them again. The most idiotic gate agent I have ever encountered was working my LGA-PWM US flight a month ago. The ERJ was delayed from PHL, so departure was pushed from 5:30 to 9:00. When the equipment arrived with a "broken part," the same agent didn't bother to keep any one abreast of the situation, nor did she bother to re-direct pax to a departing ComAir LGA-PWM flight. When I asked her to transfer my ticket to Delta, she replied "You'll never make it." I did, and I later learned that US cancelled the delayed flight at 1am. It's a matter of service and pride that should be upheld, especially in troubled times. The flight crews, maintenance staff, and other employees at US all seem to be part of the effort getting their airline out of chap. 11, but this employee, who I referred to management, was certainly a disappointment.

User currently offlineAmy From United Kingdom, joined Feb 2005, 1150 posts, RR: 7
Reply 20, posted (9 years 7 months 4 days 22 hours ago) and read 2959 times:

Haha! The kind of service all airlines need right now. Congratulations to US.


A340-300 - slow, but awesome!
User currently offlineArkhem From Ghana, joined Jul 2004, 128 posts, RR: 0
Reply 21, posted (9 years 7 months 4 days 16 hours ago) and read 2386 times:

Quoting ANCFlyer (Reply 4):
hop the Acela! Faster, cleaner, smoother . . . and much, much less BS (read that TSA horseshit)

I've always been a UA fan myself, but yes I agree when going to New York from DC...Acela is the only way to travel!


User currently offlineUadc8contrail From United States of America, joined Sep 2003, 1782 posts, RR: 9
Reply 22, posted (9 years 7 months 4 days 16 hours ago) and read 2361 times:

a question for our us bretheren in here......do u still serve sam adams?????the flight i was on had sam adams and it rocked.......


bus driver.......move that bus:)
User currently offlineAerlingusa330 From United States of America, joined Dec 2000, 358 posts, RR: 0
Reply 23, posted (9 years 7 months 4 days 5 hours ago) and read 2277 times:

RJPIECES- That's awesome about the flights, but did your checked baggage arrive with you in DCA on your flight? Just curious, United almost ALWAYS loses a bag or two of mine whenever I travel on them with checked bags.


Shamrock 136 heavy cleared for takeoff runway niner.
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