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USAirways Meltdown!  
User currently offlineCityguy From United States of America, joined Dec 2005, 78 posts, RR: 0
Posted (7 years 4 months 1 week 4 days 15 hours ago) and read 14531 times:

Not sure if anyone has caught this, but the deep problems of the integration continue-there are massive delays and long lines at PHL due to the Kiosks NOT working-STILL. People missing flights and tempers flaring.

Parker and his Philadelphia based crew just keep screwing this up! Its amazing..I DO understand complex software integration, but this is bad. I have friends and colleagues who have just cancelled trips outright than deal with this.

The website is SLLLOOOOOWWWWW as well.

I have to go to PHX and then to SAC Sunday.....yikes.

and Parker thought he could deal with a Delta buyout?

73 replies: All unread, showing first 25:
 
User currently offlineXJramper From United States of America, joined Dec 2003, 2453 posts, RR: 51
Reply 1, posted (7 years 4 months 1 week 4 days 14 hours ago) and read 14456 times:

Give them some credit. For not having a running computer system over the weekend, flights still ran (not saying on time, but they still ran).

Quoting Cityguy (Thread starter):
and Parker thought he could deal with a Delta buyout?

Tell me how you would have done it differently? Really. I would love to know.

XJR



Look ma' no hands!
User currently offlineMicstatic From United States of America, joined Jul 2001, 775 posts, RR: 1
Reply 2, posted (7 years 4 months 1 week 4 days 14 hours ago) and read 14428 times:

Quoting XJramper (Reply 1):
Tell me how you would have done it differently? Really. I would love to know.

For one, it is evident that their IT department skimped on testing.



S340,DH8,AT7,CR2/7,E135/45/170/190,319,320,717,732,733,734,735,737,738,744,752,762,763,764,772,M80,M90
User currently offlineBMIFlyer From UK - England, joined Feb 2004, 8810 posts, RR: 58
Reply 3, posted (7 years 4 months 1 week 4 days 14 hours ago) and read 14420 times:

Quoting Cityguy (Thread starter):
USAirways Meltdown!

I wouldn't call it a meltdown  Wink

At least the airline is trying to fix the problem, here is the press release on the situation  Smile

http://www.usairways.com/awa/TravelAdvisory/TravelAdvisoryCenter.aspx

Travel Advisory
Last Updated: 3/5/2007 9:06 PM ET
Early Check-in

This weekend, US Airways completed migration to one reservation system. As a result, we are experiencing some isolated technical issues at several airports. Here are a few tips for travelers:

Bypass the ticket counter by using Web Check-in up to 24 hours prior to departure. You can change your seat assignment, print your boarding pass and upgrade to First Class.
If you don't have your confirmation number, your Dividend Miles number will allow you to access your reservation.
If you don't have access to a computer, you can also utilize curbside check-in services to receive your boarding pass and check baggage, where available.
If you must see an agent, we recommend you arrive at least two hours prior to your departure time.
Customers may also utilize curbside check-in for baggage whether or not they have checked in on-line at home. Customers who need to check a bag may still check in online and leave their bags with an agent at the ticket counter at most airports. Additionally, at our hub airports, you will be directed by an agent at the ticketing area for special areas to leave bags.
We will continue to update usairways.com.




Cities Affected: Boston, MA (BOS); Charlotte, NC (CLT); Philadelphia, PA (PHL);
Date Range: 3/4/2007 4:30 PM ET through 3/8/2007 12:00 AM ET
Revised Ticket Policy: Due to long lines in Philadelphia, Boston and Charlotte, US Airways will waive ticketing fees and change fees at the airport. If you would prefer not to travel on March 4-March 7, 2007, we will waive change fees and rebook you on an available flight the following day.




Lee



Sometimes You Can't Make It On Your Own
User currently offlineCityguy From United States of America, joined Dec 2005, 78 posts, RR: 0
Reply 4, posted (7 years 4 months 1 week 4 days 14 hours ago) and read 14377 times:

Quoting XJramper (Reply 1):
Tell me how you would have done it differently? Really. I would love to know.

This is one reason why I post rarely-to many people get their backs up with an "Alpha male" attitude...but since you ask:

The problems are PHL are legendary-LUGGAGE staffing, facilities, morale, aircraft cleanliness, ability to deal with clients..the lists on...I would have employed people who can and plan for that to minimize the problems. Communicate with the public in an honest way. Acknowledge your problems. Train your staff to be client centric.

Everything was skimped on to make sure a profit was turned and the Execs got paid. Problems only got solved AFTER the public had enough and solutions were forced and the airline had enough bad press. Investment in the business happened way to LATE.

As for the current problems....lack of planning, testing and ineffective rollout. Having just completed a 55M software integration project with a 98% success rate-I have some experience here.


User currently offlineXJRamper From United States of America, joined Dec 2003, 2453 posts, RR: 51
Reply 5, posted (7 years 4 months 1 week 4 days 14 hours ago) and read 14319 times:

Quoting Cityguy (Reply 4):
Communicate with the public in an honest way. Acknowledge your problems.

They said there was going to be delays due to this exact problem.

Quoting Cityguy (Reply 4):
Acknowledge your problems. Train your staff to be client centric.

Maybe I just see a different side of US Airways, but I have to tell you I have flown thru PHL, DCA, and CLT and I have to tell you that I have run into two people that would rather have stepped on my face than look at it. Out of the many times I have flown thru there, thats pretty incredible.

XJR



Look ma' no hands!
User currently offlineFlyboyaz From , joined Dec 1969, posts, RR:
Reply 6, posted (7 years 4 months 1 week 4 days 14 hours ago) and read 14276 times:

Overall it was a success. The problems are isolated..granted they are in our major hubs..but the system is running smoothly everyplace else. Most of the west cities had no problems at all. Honestly I was expecting worse....I'm suprised at how well it worked!

At least there were no cancellations as a result....unlike when Delta/Comair had the computer problem a year ago or so....they cancelled everything....I'd call that a worse mess.


User currently offlineWMUPilot From United States of America, joined Jan 2003, 1473 posts, RR: 12
Reply 7, posted (7 years 4 months 1 week 4 days 14 hours ago) and read 14226 times:

Welcome to the modern computer world. Computer hiccups are an almost common occurrence. I really wouldn't call this a meltdown but just a major inconvenience.


JetBlue - Bringing humanity back to air travel
User currently offlineCityguy From United States of America, joined Dec 2005, 78 posts, RR: 0
Reply 8, posted (7 years 4 months 1 week 4 days 14 hours ago) and read 14175 times:

Quoting Flyboyaz (Reply 6):
Overall it was a success

I do appreciate the fact that it was a success somwhere-but the major hub cities and the flat out failure there makes this a failure IMHO.

I truly believe that Parker thought he could handle this merger and the challenges of PHL ....but his ego got in the way. I am a FF and I can tell you with 100% certainty that PHL is only marginally better in the last few months. Yes, nicer terminal carpeting...

Still.....filthy aircraft, long waits on the ramp while they look for a marshal to get us to the gate, then another wait to find an agent to drive the jetway....etc....broken jetways are a recent problem ( I have see this 3x in the last 2 weeks)..ehh..the list just goes on...

I will say I DID get my luggage in less than an hour 2 weeks ago.


User currently offlineATLAaron From United States of America, joined Apr 2006, 1023 posts, RR: 3
Reply 9, posted (7 years 4 months 1 week 4 days 14 hours ago) and read 14108 times:
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Quoting Micstatic (Reply 2):
For one, it is evident that their IT department skimped on testing.

That is correct. I work in IBM software and there are plenty of tools out there that would have modeled and tested outcomes.


User currently offlineHolidaycharter From United Kingdom, joined Aug 2005, 199 posts, RR: 0
Reply 10, posted (7 years 4 months 1 week 4 days 13 hours ago) and read 14079 times:

Dear US Airways Customers,
This past weekend, as many of you know, we reached a milestone in our integration. Specifically, we merged the two reservation systems of the former America West Airlines and US Airways onto one platform. While this was a significant achievement and required extraordinary preparation work among all departments, especially our Information Technology team, the conversion has not been without its share of challenges.

Some of our customers, in particular those located at our hubs in Charlotte and Philadelphia, have experienced longer than normal wait times. This is because the check-in kiosks at some isolated airports did not convert over smoothly and even tonight, are not yet fully functioning. Worse still, some customers had their travel plans disrupted as a result, and this is not the kind of service we want to provide. Even though the disruption impacted a relatively small number of people, the fact is, if one person has a bad experience on our airline as a result of our conversion to one system, it is one too many.

With that, and on behalf of our 37,000 employees, we apologize for the inconvenience any of our customers may have experienced as a result of this weekend’s migration. Although the best-laid plans can sometimes go awry, our team is working very hard to get the kiosks back up and functioning. In the meantime, we have dispatched additional teams of employees to our hubs where the kiosk issues continue and our Information Technology team continues to work around the clock to troubleshoot the sporadic issues we continue to experience with the airport kiosks.

This letter would not be complete if I didn’t also note that this issue has also impacted our frontline employees, who are doing a fantastic job of learning a new system while dealing with the absence of automated check-in kiosks at the above-mentioned airports. Our hats are off to them and our entire company is really proud of the way all of the various departments across US Airways have pulled together to get our customers where they need to go, with their bags, and on-time.

We appreciate your patience and will continue to update you with our progress if the issue is not identified and resolved quickly, and wait times once again escalate. Based on our progress today, I don’t anticipate this being the case.

Again, our apologies and on behalf of the 37,000 employees of US Airways, thank you for your continued business


User currently offlineSHUPirate1 From United States of America, joined Sep 2003, 3670 posts, RR: 17
Reply 11, posted (7 years 4 months 1 week 4 days 13 hours ago) and read 13951 times:

Quoting Cityguy (Thread starter):
Parker and his Philadelphia based crew just keep screwing this up!

Ummm...Parker's "crew" is Tempe, Arizona-based.



Burma's constitutional referendum options: A. Yes, B. Go to Insein Prison!
User currently offlineCityguy From United States of America, joined Dec 2005, 78 posts, RR: 0
Reply 12, posted (7 years 4 months 1 week 4 days 12 hours ago) and read 13790 times:

Quoting SHUPirate1 (Reply 11):
Ummm...Parker's "crew" is Tempe, Arizona-based.

He is the CEO.

He is 100% responsible the end of the day.

He owns the placement of the staff to advance his objectives.

Period.

PHX based?..so what?


User currently offlineSean-SAN- From United States of America, joined Aug 2002, 767 posts, RR: 1
Reply 13, posted (7 years 4 months 1 week 4 days 12 hours ago) and read 13732 times:

Anyone who has access to the US Airways internal job postings can see that they pay IT staff extremely low compared to market rates... Programmer and IT position reqs are always open... I mean, why work as a programmer for US Airways making 48k when you can make double somewhere else? You'll be too busy to travel anyways... It's no wonder their website looks like something from the 1990's and often breaks, and the reservation changeover took so long. Someone needs to refresh Doug that saving a penny that will cost a dollar later is not a wise business strategy.

User currently offlineIsitsafenow From United States of America, joined Feb 2004, 4984 posts, RR: 24
Reply 14, posted (7 years 4 months 1 week 4 days 12 hours ago) and read 13726 times:

As the musical said, "there's trouble in "River City" (USAirways/America West at PHX). Things aren't as good as many think. Employees are still restless and are at odds with each other(east vs west).
Mechanics may have a new contract in 2009, so say management.
safe



If two people agree on EVERYTHING, then one isn't necessary.
User currently offlineRichierich From United States of America, joined Nov 2000, 4233 posts, RR: 6
Reply 15, posted (7 years 4 months 1 week 4 days 12 hours ago) and read 13659 times:

Quoting WMUPilot (Reply 7):
Welcome to the modern computer world. Computer hiccups are an almost common occurrence. I really wouldn't call this a meltdown but just a major inconvenience.

100% agreed. It is unfortunate for US that they had some IT difficulties but these things happen.

Quoting ATLAaron (Reply 9):
That is correct. I work in IBM software and there are plenty of tools out there that would have modeled and tested outcomes.

I'd have expected somebody with a computer background to be more sympathetic. In my experience, rolling out new software of any kind is rarely a seamless operation.

Quoting Cityguy (Reply 12):
He is the CEO.

He is 100% responsible the end of the day.

He's also more worried about his time in the Big House!!  Wink



None shall pass!!!!
User currently offlineJunction From United States of America, joined Mar 2005, 766 posts, RR: 0
Reply 16, posted (7 years 4 months 1 week 4 days 12 hours ago) and read 13618 times:

If it was only the kiosks that wouldn’t work, I still don’t see what the big deal was. Most people won’t use them anyway until someone comes to help them even on the best of days. Why would there be longer lines just because everyone had to wait for help (like usual)?
I think this had more to do with the fact PHL and the other US east cities had to go live with a whole new check-in protocol in general much different from the old system. They can blame the kiosks, but this is no different then anytime any airline switches reservation systems. Remember NW moving to Worldspan, and the old US moving to Sabre? What about People Express and Frontier moving to the CO system? This pales in comparison. It’s nothing new. Been there – done that.


User currently offlineSteeler83 From United States of America, joined Feb 2006, 9174 posts, RR: 18
Reply 17, posted (7 years 4 months 1 week 4 days 12 hours ago) and read 13539 times:

Come to think of it, my girlfriend and I fly out of PHL this Saturday... Man I hope this thing doesn't happen when we leave!

As far as using this to exploit Parker as to why he should never have been a CEO for US or any CEO of any corporation, period, such statements are utterly rediculous. I saw another post relating to his DUI in some form. That is water under the bridge to begin with and not even related to this topic. They integrated, or tried to integrate the check-in systems, it didn't exactly go through without a hitch, something went wrong. They're trying to rectify the situation. That is that...

Oh, and for the record, I wouldn't call this a meltdown. Something that could cripple the airline, like somebody in management embezzling corporate funds or some other major occurrance of the sort, something that could jeopordize the very existance of the airline, that I would call a "melt down..." Will US wind up in a major precarious situation because of some faulty kiosks? I doubt it, really...

[Edited 2007-03-06 17:13:23]


Do not bring stranger girt into your room. The stranger girt is dangerous, it will hurt your life.
User currently offlineB6sFinest From , joined Dec 1969, posts, RR:
Reply 18, posted (7 years 4 months 1 week 4 days 12 hours ago) and read 13491 times:

What gets me about this is theres long lines at PHL, tempers flaring, an airline which should have prepared better than this and yet the media hardly mentions it, if at all. Jetblue's problem was because of WEATHER, though we should have been more prepared and all of the Jetblue haters and the media trashed us to know end. What a joke...

User currently offlineSteeler83 From United States of America, joined Feb 2006, 9174 posts, RR: 18
Reply 19, posted (7 years 4 months 1 week 4 days 12 hours ago) and read 13458 times:

Quoting B6sFinest (Reply 18):
What gets me about this is theres long lines at PHL, tempers flaring, an airline which should have prepared better than this and yet the media hardly mentions it, if at all. Jetblue's problem was because of WEATHER, though we should have been more prepared and all of the Jetblue haters and the media trashed us to know end. What a joke...

I see your point. What you're saying is pretty much that the media seems biased in favor of US and not so in favor of B6. Am I right? Although, the articles in the Pittsburgh Tribune-Review and Post-Gazette mentioned that. According to those articles, people waited in check-in lines for at least 2 hours! People were really fed-up



Do not bring stranger girt into your room. The stranger girt is dangerous, it will hurt your life.
User currently offlineN1120A From United States of America, joined Dec 2003, 26338 posts, RR: 76
Reply 20, posted (7 years 4 months 1 week 4 days 11 hours ago) and read 13413 times:

Quoting Cityguy (Thread starter):
SAC Sunday.....

I take it you mean SMF.



Mangeons les French fries, mais surtout pratiquons avec fierte le French kiss
User currently offlineEjmmsu From United States of America, joined Oct 2004, 1692 posts, RR: 0
Reply 21, posted (7 years 4 months 1 week 4 days 11 hours ago) and read 13338 times:

Quoting BMIFlyer (Reply 3):
At least the airline is trying to fix the problem

What.. ??!! You mean they aren't going to pretend the problem doesn't exist... and let things stay this way forever ! ?

How Special !!!! They have a problem and they are trying to fix it. What a great airline !



"If the facts do not conform to the theory, they will have to be disposed of"
User currently offlineF9Animal From United States of America, joined Dec 2004, 4975 posts, RR: 28
Reply 22, posted (7 years 4 months 1 week 4 days 11 hours ago) and read 13276 times:

Quoting Cityguy (Thread starter):
Not sure if anyone has caught this, but the deep problems of the integration continue-there are massive delays and long lines at PHL due to the Kiosks NOT working-STILL. People missing flights and tempers flaring.

Parker and his Philadelphia based crew just keep screwing this up! Its amazing..I DO understand complex software integration, but this is bad. I have friends and colleagues who have just cancelled trips outright than deal with this.

The website is SLLLOOOOOWWWWW as well.

I have to go to PHX and then to SAC Sunday.....yikes.

and Parker thought he could deal with a Delta buyout?

Oh come on now. Seriously, this is nothing. When F9 went to SABRE, the first few days were full of cancellations and problems with the conversion. What US is doing is no small task, and it was bound to happen with the integration of the CRS systems. Give them some breathing room!  Smile



I Am A Different Animal!!
User currently offlineCOERJ145 From United States of America, joined Jun 2005, 1421 posts, RR: 1
Reply 23, posted (7 years 4 months 1 week 4 days 11 hours ago) and read 13261 times:

Anyone if BOS still is having problems? My mom's flying out tomorrow on US(operated by America West) from there.

User currently offlineHPRamper From United States of America, joined May 2005, 4036 posts, RR: 8
Reply 24, posted (7 years 4 months 1 week 4 days 11 hours ago) and read 13248 times:

Did we really need another thread for this? Is someone going to start a new one every day?

25 Post contains images Cityguy : Yes..thanks!!
26 Style : If only everyone thought like this. In the end they always end up paying more.
27 Gigneil : Um, in migrating over a hundred stations to a new platform, the kiosks don't work in 3 of them? Sounds like a pretty successful migration with a few l
28 Ejmmsu : The kiosks don't work in any of the US east stations. However, its the big stations that have the highest traffic, so they are the ones getting the s
29 PiedmontINT : My thoughts exactly top to bottom. With a system of the magnitude and complexity of 2 major airlines coming together, integrating two completely diff
30 S5FA170 : People expect this kind of behavior from USAirways. Thats the difference. If its any consolation, when my flight landed in PHL from IAH last Friday a
31 Jmc1975 : I suggest deletion of the thread. It's factually wrong and is simply utter poppycock.
32 Cityguy : Many thanks sir.... CG
33 ANCFlyer : The thread should have been deleted on this comment alone. Off topic and irrelevent. I'll leave the thread because it has value, and US is having ser
34 AirTran717 : I couldn't agree more. If half the people posting here were worth half of what they THOUGHT they were worth... 717
35 Scramjetter : Or maybe IT did a great regression test, that failed, and were told to go ahead anyway with deployment. Ever been told that the solution is unafforda
36 USAIRA330 : what? do you think you could do so much better?
37 Deltadude : Man, let me tell you something, I'm in IT. I can't imagine the complexity of their systems and all the integration that has to take place. Sometimes
38 Ejmmsu : I seem to see two camps...... (1) The IT problems are beyond normal, and are indicative of subpar IT planning and implementation. (2) Big problems lik
39 Post contains images Malaysia : Maybe AA put in Digital Rights Management on the US SABRE terminals and once they switched to SHARES, they stopped working.
40 ScottB : For the most part, the legacy systems that had been in place from Piedmont, Allegheny, etc. were phased out in 1999 when most (or all?) of the compan
41 JGPH1A : Having worked on some huge CRS migrations (BA, QF) as well as lots of smaller ones (TA, S3, CU, LO, JU, KC), there's an answer to both your points. Y
42 Bakersdozen : I'm flying US Airways tomorrow from Buffalo connecting in Charlotte and onward. Anyone in the know have any idea if this computer system problem is ho
43 VS11 : Well, not to undermine your work, migrating from one system to another within the same airline is not the same as integrating two separate systems in
44 ILOVEA340 : As an personwho works with this new system daily I can say that this went 10 times as smoothly as our wildest imaginations. To begin, we were expectin
45 Caspian27 : I don't have time to actually look at many of the member profiles of the posters on this thread, but I'd be surprised if the people who are most upset
46 Post contains images JGPH1A : Good point - it's debatable whether merging one half of an airline onto the other's existing system is trickier than a full migration - after all, ha
47 HangarRat : From someone who actually went through this Monday morning, I have to say US Airways staff were coping and handled my situation pretty well. I fly PHL
48 Gigneil : There was no meltdown. Period. The kiosks not working hardly implies a catastrophic system failure. We did fine for 75 years before them . NS
49 Tango-Bravo : You mean even slllllooooowwwwer than it invariably was before the two systems were (supposedly) fully integrated?
50 S5FA170 : That was hardly the extent of the problem. I was there, working delayed flights, with misconnects, angry customers, etc - because of the software swi
51 Lfutia : I flew ORD-PIT on Sunday and I stood in line to check in for my 4.59 flight and I got there around 3. I checked in at the kiosk at 3.40. out of 10 mac
52 ATCT : Hey, This is why those of use who were raised with scareways (Half my family worked for em...past tense) knew that PHL was the armpit of the system. I
53 Post contains images PiedmontINT : I think that SHARES is running Windows Vista while SABRE was on XP, thats why nothing is working....
54 Richierich : That's oversimplifying it a bit, isn't it? If it were only the kiosks, it wouldn't have made the news and wouldn't have resulted in long lines at the
55 ScottB : Except...the airport staffing levels for the 75 years before kiosks weren't planned with the assumption that over 70% of passengers would be checking
56 Mah584jr : The airport generates more profit for US than any other in the country, "crappy" or not. Therefore, one would expect the "logical" solution to involv
57 Post contains images SLCUT2777 : This will work, but it must be the same customization at each location. I certainly can attest that there are more web-browsers than Internet Explore
58 Lincoln : No, it makes perfect sense. Given the PR problems that US already has... from the nearly universal "US Scareways" to the lingering memories of pilot
59 Flyboyaz : That's all it was...the computers worked fine, it was the CUSS (common use) kiosks that weren't working correctly. Unfortunately since kiosks have be
60 AirFrnt : Strangely enough, I flew three flights on US the last four days, and didn't have a single problem (including a flight into CLT and a flight out of CLT
61 Post contains images Revelation : Actually, we're probably the most critical. It's kind of like a master chief going to a restaurant and getting a bad meal: chances are the chief will
62 Revelation : Without wandering too far off topic, for many of us, Microsoft is the worst example of a company that could do things a whole lot better, but is cont
63 Nzrich : Its a shame this has happened as from what i have experienced and heard , the US Airways experience has been getting better .. Im sure that when this
64 Whappeh : Thats because they're being greatly overhyped.
65 Bakersdozen : haha unlikly. We were traveling from Buffalo to Charlotte to Nassau today... well supposed to be Our flight left Buffalo two hours late because of th
66 Whappeh : Concidering all the people that are traveling, a minor connection between Buffalo through Charlotte is an acceptable loss, inspite of the fact that *
67 Micstatic : you may want to consider using the spell checker
68 Whappeh : I was in class and in a hurry, compare that to all my other posts... if you judge a person simply because of one bad spelling post then you guys need
69 Bakersdozen : Are you serious? What connection do you have with US to defend them so blindly? A feat? maybe they should have done it correctly by a) getting their
70 Mah584jr : Agreed, but these things happen on all airlines. They happen a lot more with US, but trust me, it's not nearly as bad as in previous years.
71 Post contains images FXramper : When non-reving or company travel, I avoid PHL and US hubs like the plague.
72 PITSpeedbird : I think this would have never happened if US still maintained a major hub in PIT. The facility supercedes that provided by PHL. Whenever I fly through
73 HPRamper : US simply doesn't have the aircraft at the moment, and I don't see it ever happening again unless the ACAA lowers its fees drastically. Those summer
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