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CLT Meltdown 17 March  
User currently offlineItsnotfinals From , joined Dec 1969, posts, RR:
Posted (7 years 9 months 6 days 5 hours ago) and read 4689 times:

I got to personally experience the US East /Shares issue at CLT during my 18 hour "extra" stay there Friday afternoon/night/Saturday morning.

Obviously there were many irregular and canceled ops due to the east coast weather, and I felt sorry for the poor customer service folks that were overwhelmed by the staggering amount of stranded pax.

At times passengers were waiting 6+ hours on the concourses to get rebooked by passenger service and Saturday morning all but about 4 kiosks were down causing about a 1500-2000 person backlog at check-in which appeared to be about 4-5 hours wait at the rate things were going. I spoke to some people here in Phoenix when I finally got back and Tempe has sent 40 people east to help with Shares training. I heard several gate agents in CLT telling pax "We have no answers don't ask us anything, the new system is not working right" and "The old system was so much better". It's almost as if the East employees refuse to learn Shares hoping they will bring Sabre back.

Additionally they were making announcements that if your flight was canceled they would not pull your bag and that it would be sent to your final destination only.

I was hoping to get some feedback from US folks familier with the situation as to when they think these problems will be solved.

If any east peeple have some comments I would love to hear those too.

73 replies: All unread, showing first 25:
 
User currently offlineSansVGs From United States of America, joined Mar 2007, 190 posts, RR: 0
Reply 1, posted (7 years 9 months 6 days 5 hours ago) and read 4634 times:

This sounds like a typical "Change Management" issue associated with any corporate software integration. There is always a period of non-acceptence among the "user-community." Eventually they come around with more training and better skill in the new software.


Winglets on a Falcon are "over-painting" a great work of art.
User currently offlineEjmmsu From United States of America, joined Oct 2004, 1692 posts, RR: 0
Reply 2, posted (7 years 9 months 6 days 3 hours ago) and read 4503 times:

Quoting Itsnotfinals (Thread starter):
At times passengers were waiting 6+ hours on the concourses to get rebooked by passenger service and Saturday morning

This is completely unacceptable. Yet another reason not to fly US.

Quoting Itsnotfinals (Thread starter):
ll but about 4 kiosks were down causing about a 1500-2000 person backlog at check-in which appeared to be about 4-5 hours wait at the rate things were going.

Kiosks are still down ? And there still isn't enough human check in counters to pick up the slack? Still ??!!!!

This is embarrasing for US. I was going to give them the benefit of the doubt at first, but this is mind boggling. It simply illustrates what a shoe-string, cut/rate operation US runs now.

Quoting Itsnotfinals (Thread starter):
Additionally they were making announcements that if your flight was canceled they would not pull your bag and that it would be sent to your final destination only.

I hope pax enjoy wearing the same clothes for 2 days. However, they did choose to fly US despite their problems over the past couple weeks, so they are simply getting what they deserve. Fortunately for operations like US.. people simply are stupid.



"If the facts do not conform to the theory, they will have to be disposed of"
User currently offlineMalaysia From United States of America, joined Nov 1999, 3377 posts, RR: 0
Reply 3, posted (7 years 9 months 6 days ago) and read 4294 times:

I made it out safely from DC to LAS on the 17th  Smile I saw big lines, and I went to a closed off (well actually they did not turn them off /block them off and I just thought they were active, and an agent was busy talking to 7 people in the area, so I thought she was passing out bag tags.) I had a printed pass from home, then I submitted info in the kiosk for my bag tag, and she screamed at me and said this area is closed off please get in line down there... I went okay and turned around, then she called me back again and asked if this was your bag tag?? she took my bag. and I lucked out using the line and we had maybe 10 no-shows on the plane, so I got an aisle seat and a de-ice. I guess I lucked out on non-rev. But boy the flights were all messed, the lines were so long, the planes were all sold out and backed up.


There Are Those Who Believe That There May Yet Be Other Airlines Who Even Now Fight To Survive Beyond The Heavens
User currently offlineItsnotfinals From , joined Dec 1969, posts, RR:
Reply 4, posted (7 years 9 months 5 days 21 hours ago) and read 4141 times:

looks like I was lucky that I booked myself on a full fare and got out while I could.

http://news.yahoo.com/s/ap/20070318/ap_on_re_us/stranded_flights

When I got to Phoenix they were able to udpate my PNR with what happened so hopefully my 980 one way will be back to 320 soon.


User currently offlineLV From United States of America, joined Jun 2001, 2007 posts, RR: 0
Reply 5, posted (7 years 9 months 5 days 20 hours ago) and read 4097 times:

Quoting Ejmmsu (Reply 2):
I hope pax enjoy wearing the same clothes for 2 days. However, they did choose to fly US despite their problems over the past couple weeks, so they are simply getting what they deserve. Fortunately for operations like US.. people simply are stupid.

Wow, arent you just the most compassionate person ever  sarcastic  . Listen, some people booked months in advance. Especially a lot of the spring breakers. Second, I have a friend who last monday got a call for a job interview on Friday in GSP. The company he was interviewing with booked the ticket for him, so they booked him RSW-CLT-GSP-CLT-RSW. He called me the morning of the 17th to say he was sitting in GSP because his CLT-RSW had been cancelled and they were putting him on a later flight. Then he called me later on from CLT saying the later flight was delayed waiting on an FA from PHX. Sounds like he was lucky. So listen Miss Mary Sunshine, people are not stupid, and not everyone has the option to rebook.  blockhead 


User currently offlineHPAEAA From United States of America, joined May 2006, 1025 posts, RR: 1
Reply 6, posted (7 years 9 months 5 days 20 hours ago) and read 4061 times:

Quoting Ejmmsu (Reply 2):
This is completely unacceptable. Yet another reason not to fly US.



Quoting Ejmmsu (Reply 2):
Kiosks are still down ? And there still isn't enough human check in counters to pick up the slack? Still ??!!!!

This is embarrasing for US. I was going to give them the benefit of the doubt at first, but this is mind boggling. It simply illustrates what a shoe-string, cut/rate operation US runs now.

Do you work for US in CLT? if not, or do not know someone who can state for a fact that they were not offering overtime to CS personel than I wouldn't judge... All arilines can do is offer the OT and do some Mandated OT... if the people don't wan to do it then, they get what they can...

Quoting Ejmmsu (Reply 2):
I hope pax enjoy wearing the same clothes for 2 days. However, they did choose to fly US despite their problems over the past couple weeks, so they are simply getting what they deserve. Fortunately for operations like US.. people simply are stupid.

well, that's why you should always carry some clothing, valubles and medications with you... if the airline lost your luggage, they still wouldn't cover the clothing for a day or two... that's happened to me on DL and AA... so... it happens to everyone... ORD is infamous for not pulling bags..



Why do I fly???
User currently offlineRDUDDJI From Lesotho, joined Jun 2004, 1541 posts, RR: 3
Reply 7, posted (7 years 9 months 5 days 20 hours ago) and read 4037 times:

Suggest renaming this thread to "US/HP meltdown at CLT". No other airlines were affected and title is not indicative of this.


Sometimes we don't realize the good times when we're in them
User currently offlineDesertJets From United States of America, joined Feb 2000, 7810 posts, RR: 16
Reply 8, posted (7 years 9 months 5 days 18 hours ago) and read 3899 times:

I just got home a few hours ago after my extended layover in Charlotte yesterday and today.

It started going downhill from check-in @ SYR where the kiosks appeared to be non-functional requiring the agents to check in everyone the old fashion way.

Then the inbound plane for SYR-CLT was delayed from CLT, the pilot said it was mechanical. Between the delayed inbound and delays from de-icing in Syracuse my flight did not arrive into CLT until 8:00 pm EDT, schedule was 6:45 pm. Needless to say I missed my connection to Houston. The line at the concourse C Special Services was unbearable so I thought I would try my luck at ticketing. It looked decent for a while, but it became apparent that the computers were down and NOTHING was going to get done. The handful of ticketing agents looked pretty helpless. But nobody was telling us anything. The lack of information, triaging of lines and such was pretty damn appealing. I at least had enough forethought to reserve a hotel room. By 9:45 pm I was convinced that nothing was going to get done that night and I attempted to find my luggage, to no avail it was due to go to the next flight to IAH, and grab a cab for my hotel.

While waiting for my pizza I sat on hold with USAirways to figure out what to do. After 2 hrs on hold I gave up. But I was able to access the automated system and the website. I was rebooked to fly to Houston, @ 7:39 am, on Tuesday. The day after I was scheduled to return to SYR.

I returned to the airport at 7:45 AM to wait in line to speak with a human. It was not until 10 AM that I was able to speak to a person and get put on the standby list for the 4:15 PM flight to SYR... since it was highly unlikely that I would be able to make it to Houston at a reasonable hour.

Once inside security at CLT it was smooth sailing. Grabbed lunch and then found a quiet place to wait at the far end of the D concourse.

Luckily I made it out on the 4:15 flight, with one open seat remaining. Got back into SYR more or less on time, minus my luggage. Hopefully that will show up in a day or two and I can run down to the airport to pick it up.


All in all I must say from talking with other people at CLT I was pretty lucky. The fact that I am back home less than 36 hrs after I left Saturday afternoon is good.

I plan on sending a love letter to Doug Parker and USAirways. This was a serious customer service failure.



Stop drop and roll will not save you in hell. --- seen on a church marque in rural Virginia
User currently offlineWorldTraveler From , joined Dec 1969, posts, RR:
Reply 9, posted (7 years 9 months 5 days 18 hours ago) and read 3883 times:

from CNN.com on Friday

US Airways, in a decision that highlighted JetBlue's sensitivity to the problem, canceled none of its East Coast flights early in the day. But by midday, it had canceled 55 flights on its main airline, plus 359 of the company's feeder flights, mostly into and out of LaGuardia and Philadelphia.

Company spokesman Andrew Christie, who earlier had said, "The weather is fine for flying," said the problem developed when rain and ice caused de-icing problems that grounded flights.

The Phoenix, Arizona-based airline will handle any air traffic control issues arising from the weather case-by-case, Christie said......"


User currently offlineCadet57 From United States of America, joined Jul 2005, 9085 posts, RR: 30
Reply 10, posted (7 years 9 months 5 days 18 hours ago) and read 3834 times:

Quoting Ejmmsu (Reply 2):
This is completely unacceptable. Yet another reason not to fly US.

Eric, Cmon dude. This is not like its an everyday thing. The software transition coupled with the crappy weather here just screwed the whole system. Yeah its a crappy situation but im sure they did the best they could.

Quoting Ejmmsu (Reply 2):
Fortunately for operations like US.. people simply are stupid.

I fly US  Wink



Doors open, right hand side, next stop is Springfield.
User currently offlineGift4tbone From United States of America, joined Dec 2004, 613 posts, RR: 0
Reply 11, posted (7 years 9 months 5 days 18 hours ago) and read 3804 times:

Quoting Cadet57 (Reply 10):
I fly US

Thx, And I can tell you at least one of us (me), appreciates your continued business.

-Tony@PVD



Top 3 airports: PVD 26.0%(115 flights), PHL 15.6%(69 flights), PHX 12.0%(53 flights)
User currently offlineCubsrule From United States of America, joined May 2004, 23296 posts, RR: 20
Reply 12, posted (7 years 9 months 5 days 18 hours ago) and read 3792 times:

Quoting Itsnotfinals (Thread starter):
"The old system was so much better". It's almost as if the East employees refuse to learn Shares hoping they will bring Sabre back.

I don't think this is true. I had a bag get lost in CLT last weekend (looks like human error; put on a JFK rather than a JAX flight), and everyone I dealt with seemed extremely comfortable with Shares-- though the baggage service guy in JAX conceded that it was working inconsistently.

Quoting Itsnotfinals (Thread starter):

Additionally they were making announcements that if your flight was canceled they would not pull your bag and that it would be sent to your final destination only.

CLT has had a problem since long before the merger with getting bags put on new itineraries, whether it's reroutes or pulling bags when folks have flights cancelled. Unfortunately, it's nothing new.

Quoting Ejmmsu (Reply 2):

Kiosks are still down ? And there still isn't enough human check in counters to pick up the slack? Still ??!!!!

The problem is that the kiosks are drifting in and out sporadically, and it's usually (now) only 5 or 10 minutes at a time that they are off line. It's too unpredictable to bring in extra employees but still enough that it REALLY screws things up.



I can't decide whether I miss the tulip or the bowling shoe more
User currently offlineBcoz From United States of America, joined Mar 2007, 372 posts, RR: 0
Reply 13, posted (7 years 9 months 5 days 17 hours ago) and read 3755 times:

I new posting here, but I've been visiting and reading since around 2000.

I really don't understand why we highlight operational failures of particular airlines as if they don't happen to every single commercial airline out there. Granted, from an informational standpoint it's good/informative to hear about issues that are happening in the industry, but come on.... I can't name an airline that I've flown where I've NEVER encountered some sort of displeasing customer service or operational issue.

bcoz


User currently offlineCadet57 From United States of America, joined Jul 2005, 9085 posts, RR: 30
Reply 14, posted (7 years 9 months 5 days 17 hours ago) and read 3747 times:

Quoting Gift4tbone (Reply 11):
Thx, And I can tell you at least one of us (me), appreciates your continued business.

Anytime. And as long as I can use my iTunes account to get Divident Miles, well you get the idea  Wink



Doors open, right hand side, next stop is Springfield.
User currently offlineHPRamper From United States of America, joined May 2005, 4141 posts, RR: 8
Reply 15, posted (7 years 9 months 5 days 17 hours ago) and read 3690 times:

Quoting DesertJets (Reply 8):
I plan on sending a love letter to Doug Parker and USAirways. This was a serious customer service failure.

Really? I was under the impression this was all directly caused by weather.

Quoting Cadet57 (Reply 10):
The software transition coupled with the crappy weather here just screwed the whole system. Yeah its a crappy situation but im sure they did the best they could.

Throw in a holiday and spring break both, then we are talking about a problem. Ouch.


User currently offlineBridogger6 From United States of America, joined Apr 2005, 717 posts, RR: 10
Reply 16, posted (7 years 9 months 5 days 17 hours ago) and read 3675 times:

I am an HP agent in PHX who has been working in CLT. All the issues that happened for this so called meltdown? All resulted from weather issues. Long huge lines, we had international flights going to PHL from Europe that diverted to CLT... we ended up with 3000 stranded passengers in the CLT airport on Friday night alone. It was an absolute nightmare.

Mandatory overtime was implemented but several of the CLT agents simply walked out, pissing me off as they left me with huge lines... it was only a handful that did this, but it was a handful that was required to stay and help move things faster and they did not.

The operations nightmare was just that, an operations nightmare... it had nothing to do with the computer system. The rebooking process may have been a little faster has the agents been more confident on the system, but even if they were under the old system it would have still been an incomprhensibly hellish day.

The agents like to keep complaining about the system and how bad it is... the system is just fine... although there are some glitches with it in CLT.... that dont effect PHX... but the glitches are nothing that effect the basics of the operation in any way and they do not or should not hinder on time performance. The system works fine, the agents just were not given enough time to learn it properly or even close to properly. So it's easy for them to blame a system they don't think works, when in reality a lot of things work fine, they just don't know what buttons to push to do the things they're used to doing, it's not their fault though.

Some things probably were nicer and more convenient in SABRE but there are also nicer and more convenient things in QIK on SHARES too.... so it's just a matter of what youre used to. If it was done the other way around, PHX and LAS would probably be in meltdown mode too.


User currently offlineCltguy From United States of America, joined Sep 2004, 598 posts, RR: 0
Reply 17, posted (7 years 9 months 5 days 17 hours ago) and read 3663 times:

I drove by CLT on Saturday morning at 8am and was very surpirsed to see the outside line for the US Airways SkyCap baggage check-in streached to the end of the terminal building...in both directions. I figured if it was that bad at the SkyCap that it was a nightmare inside. I feel really sorry for the people that had fly this weekend and stood outside in the sub freezing temperatures for at least an hour.

[Edited 2007-03-19 04:37:25]

User currently offlineEjmmsu From United States of America, joined Oct 2004, 1692 posts, RR: 0
Reply 18, posted (7 years 9 months 5 days 17 hours ago) and read 3631 times:

Quoting Bridogger6 (Reply 16):
all resulted from weather issues.

Here you say the issue was all wether.

Quoting Bridogger6 (Reply 16):
it had nothing to do with the computer system.

And had nothing to do with the computer system

Quoting Bridogger6 (Reply 16):
Mandatory overtime was implemented but several of the CLT agents simply walked out, pissing me off as they left me with huge lines

But here you say that the whole thing was compounded by people walking off the job.

Quoting Bridogger6 (Reply 16):
The system works fine, the agents just were not given enough time to learn it properly r even close to properly.

And you say that the agents didn't know the system well enough.



Lots of contridictions there



"If the facts do not conform to the theory, they will have to be disposed of"
User currently offlineEjmmsu From United States of America, joined Oct 2004, 1692 posts, RR: 0
Reply 19, posted (7 years 9 months 5 days 16 hours ago) and read 3607 times:

Quoting Cadet57 (Reply 10):
Eric, Cmon dude. This is not like its an everyday thing. The software transition coupled with the crappy weather here just screwed the whole system.

Indeed weather was a problem here. However, this software transition has been going on for a while now, and its mind boggling that even now kiosks don't work, and CS reps don't know how to use the new system.

Quoting Cubsrule (Reply 12):
The problem is that the kiosks are drifting in and out sporadically, and it's usually (now) only 5 or 10 minutes at a time that they are off line. It's too unpredictable to bring in extra employees but still enough that it REALLY screws things up.

Therefore, it is a lose lose situation. Aparently US doesn't have a solution for this after two weeks... how much longer should it take? A month.. two months? Should someone book US knowing that the kiosks could go down any minute, and US doesn't think its worth keeping an employee around? This is like a timebomb waiting to go off at any time.

Quoting Cadet57 (Reply 10):
Yeah its a crappy situation but im sure they did the best they could.



Quoting Bridogger6 (Reply 16):
Mandatory overtime was implemented but several of the CLT agents simply walked out

Sounds like they weren't.

Quoting Cadet57 (Reply 10):
I fly US  

Hopefully you don't end up like these passengers.. .victims of poor planning, embarrasing IT gaffes, and inusuficcient staffing  

[Edited 2007-03-19 04:58:03]


"If the facts do not conform to the theory, they will have to be disposed of"
User currently offlineAAL0616 From United States of America, joined Jul 2006, 272 posts, RR: 4
Reply 20, posted (7 years 9 months 5 days 6 hours ago) and read 3290 times:

After asking a number of questions on and off the record with USA personnel the past several days, it appears to me that they had massive internal as well as customer service systems failures on March 17 which rippled into March 18 and today. All the publicity that JetBlue received for canceling flights the evening of March 15, before the March 16 weather, delayed media attention on US Airways, which of course caught up by yesterday afternoon.

I say internal because of two specific personal experiences the past forty eight hours. On of my nieces was to depart BWI for MSY via CLT to catch a cruise with twenty friends from college. When they showed up for their 0700 flight they were told that USA had personnel problems (no pilots) so the flight was canceled. No crew at BWI for a first flight out when the DCA-BWI-IAD area is a major USA operating area is a major red flag. As with any disaster, more steps then unfolded to create greater chaos. At least narrow-body Airbus-rated crew should be available. One can understand when 757 crew are involved (BWI has a lot of 757 early departures from BWI for all carriers). In this case, different aircraft type and crew were substituted and the flight was dispatched two hours late. The group arrived at CLT to learn that their original MSY flight as well as another scheduled MSY flight had departed without them and they were marooned. Interesting that the first MSY flight from CLT originated at MHT, which by all rights should have had a worse weather related delay than BWI, but that's another story.

So, being stranded at CLT, the group missed their cruise departure from the Port of New Orleans and were forced to return to the Washington Metro area. USA flew them back to DCA rather than BWI. Of course, USA did not handle the luggage that the group had checked at BWI. They were told by an agent that "baggage is not our responsibility," which is a bunch of you know what. On a telephone call to intervene, I told a USA employee that "you can't lie to a liar," i.e., get real, I know someone can go down and scan the things to re-route them but you don't have time or people to do that, but don't b.s. these college kids.

So, anyway, disaster following disaster, USA flew the group back to DCA sans-luggage, which as of this morning is still hanging around somewhere at CLT. Some of the group re-booked with the help of sympathetic and generous families and they are right now flying DCA-MIA-GCM on AAL one-way to intercept the cruise at Grand Cayman so they can at least get some of their money's worth out of their spring break trip, because they were out for the cost of the cruise otherwise. The ship returns to New Orleans, so we insisted that USA honor the return flight from MSY. To their credit, they offered the kids a full refund of the original ticket but we declined so that they could get back from MSY next week.

This is a great lesson for the younger set on "what can go wrong will go wrong" and "life ain't perfect."

Also, a lesson that even when there are understandable weather delays or cancellations in operations, customers can be further inflamed or alienated by plainly dumb handling of their situations. Carriers should never, ever lie to customers about why they are delayed or what their options are. Insulted customers walk away and never return.

My guess from our personal experience is that the systems changeover at USA, or, rationalization of east (USA) to west (AWE) went very wrong at precisely the wrong time (weather) and the result was internal and passenger chaos. It was a unique event because it happened at precisely the wrong time for USA, but that is the way the cards were dealt.

Good luck to USA in straightening it out, but there are twenty sets of parents in the DC area who otherwise travel themselves for business and pleasure who are now, if they weren't before, pretty negative toward USA. Probably the most scathing comment was "why did the kids book USA? I'll bet SWA didn't have these problems at BWI."

I wonder if SWA did or didn't, or for that matter, AirTran?

[Edited 2007-03-19 15:10:02]

User currently offlineCityguy From United States of America, joined Dec 2005, 78 posts, RR: 0
Reply 21, posted (7 years 9 months 5 days 6 hours ago) and read 3221 times:

Quoting DesertJets (Reply 8):
I plan on sending a love letter to Doug Parker and USAirways. This was a serious customer service failure.

Do NOT hold your breath-writing to Parker is a waste of time. I WAS a Chairmans and I wrote a letter in the SUMMER and got NO response. I finally got hold of the PHL US-Manager and got some lip service. NO action. In December, I did get a letter from US and some woman who is a "customer liason" in Parkers office thanking me for my comments on my positive experience-hello????. They meant to send that letter to someone ( I am sure the ONLY) person who wrote such a letter. I was told that the customer service group is so overwhelmed with complaints people just don't hear anything.

US is just not focused on the clients. Period.


User currently offlineCubsrule From United States of America, joined May 2004, 23296 posts, RR: 20
Reply 22, posted (7 years 9 months 5 days 6 hours ago) and read 3081 times:

Quoting Ejmmsu (Reply 19):
Should someone book US knowing that the kiosks could go down any minute, and US doesn't think its worth keeping an employee around? This is like a timebomb waiting to go off at any time.

No. But I think it should be said that there are some great US employees out there, especially on the ground. It's unfortunate that the company sees fit to ruin their hard work with chronic understaffing and other employees who so clearly do not give a damn.



I can't decide whether I miss the tulip or the bowling shoe more
User currently offlineOPNLguy From , joined Dec 1969, posts, RR:
Reply 23, posted (7 years 9 months 5 days 6 hours ago) and read 3001 times:

Quoting AAL0616 (Reply 20):
I wonder if SWA did or didn't, or for that matter, AirTran?

At BWI, Southwest had its own problems. Operationally, we could land, but then the type of frozen precip falling prohibited departures, but still allowed landings. That can quickly cause the airport to get overloaded with aircraft that have no gates available (and even gridlock the airport), so we stopped all departures to BWI until they got some departures out. Some aircraft enroute to BWI were landed short to avoid having them sit on the ramp at BWI awaiting gates. The weather changed to an allowable type of precip, so they started de-icing a few departures, but after about 10 minutes, the precip type changed back over to a type that again prohibited departures. The de-icing was discontinued, and we were back to waiting. After several hours, we pulled the plug on BWI for the day, and all flights were cancelled. Things were OK the next morning, and all the aircraft that spent the night at BWI were re-assigned to the regular Saturday flights, and they departed with only some minor delays.


User currently offlineAAL0616 From United States of America, joined Jul 2006, 272 posts, RR: 4
Reply 24, posted (7 years 9 months 5 days 5 hours ago) and read 2970 times:

Thank you, OPNLguy. That makes total sense.

AAL BOS had a similar situation on February 14. Everything was stalled from 0630 to 1430 because you could not de-ice fast enough before ice formed again and the whole thing was chaotic. Pax were boarded and deplaned from several flights, several times. Following the 0530 MIA 752 flight, and the 0600 DFW M83 flight, only the 1200 MIA 752 was able to be dispatched at 1430. The 0845 BOS-LHR 772 was scrubbed, and you don't do that unless you have a real problem. Pax could see aircraft from other carriers that in some cases were taxiing out, but even the field closed down completely shortly after AAL realized that the aircraft could not be properly de-iced.

It was that day, as always, my feeling that pax will for the most part understand safety considerations and although weather is irritating and it is frustrating to be delayed, no one wants to fly in an unsafe configuration or circumstance.
I certainly want wings that will produce lift and will be the first to support a scrub if so ordered.

In the February 14 situation, the worst part for the AAL pax was not just the long lines but that school vacations began February 15, meaning that folks who missed connections at MIA for Caribbean and Yucatan vacations or cruises were being told that they could not be re-booked until Monday, February 19. All flights were sold in the interim. I heard more than one sharp and brutal complaint about AAL that day, so no one is immune.

Once again, the problem is not so much the root cause of the service interruptions in cases like you mention with SWA or my AAL example, but when the carrier itself introduces a challenge that worsens an already problematic day, such as a computer systems changeover. Accidental or not, the net result is disaster,


25 DesertJets : If the operational impact was just the weather, why did it take me 90 minutes to check in at SYR, when the kiosks were not operational. Surely the sn
26 HPRamper : Many more complaints are filed than positive notes. That's just the way it goes in nearly every industry that keeps track. People are more inclined t
27 Tango-Bravo : Which is that US has succeeded in buying your "loyalty." Airline customers are indeed getting what they deserve in the sense that many if not most al
28 Itsnotfinals : Wow I had no idea there would be so much response to this post. I was trying to be impartial to the US employees at CLT and I was just trying to repor
29 Flyboyaz : That's exactly it. My coworker is in PHL helping out and she noted that many agents are just down right refusing to learn the new system, saying the
30 Post contains images WesternA318 : As do I...Elite on CO and US
31 NoBoeingNoGoin : I am a US agent in TYS, so here are my thoughts on this weekend. Friday I came into work about 7 hours early because we only had a total of 3 agents w
32 Cubsrule : So... How many manual bag tags have YOU written since the computer system change? Is that too mean?
33 Itsnotfinals : Alex, Thanks! That was the most steller and thoughtful post I have ever seen on a.net bar none for res system questions. Thank you for your insight an
34 WesternA318 : LOL, When Homeric Tours tried Shares in 2005, same damn problems with us and our charter flights JFK-ATH and ORD-ATH. I hated using the damn thing, a
35 HPRamper : How so? Whenever I access FLIFO I can see all the previous stations and in/out times. I know for a fact our agents fly through all the necessary oper
36 Flyboyaz : That's not correct...you can do a INVOL reroute on any city pairs using Ctrl + F8...you store the fare and do an even exchange. It shows INVOL in the
37 NoBoeingNoGoin : Oh, manual bag tags... That's another thing. I could post for days of the other operational problems associated with QIK… Here are a few examples mo
38 Post contains images Cadet57 : No they succeeded by providing decent service to me each time I fly them, the likes that AA or others, dont. The iTunes was just a perk I discovered
39 Bcoz : Thanks indeed! For a frequent traveler who loves the industry but has never worked in it, this type of inside baseball facinates me! I've always wond
40 Cubsrule : CLT has actually gotten pretty good with the handwritten baq tags of late (perhaps out of necessity).
41 Post contains images Itsnotfinals : I was exposed to Shares in the early 90's and I remember have some very weird characters to do reservations with in order to save keystrokes. You hav
42 Hiflyer : I have watched and talked to your compadres down in FLL....and they reflect pretty much all that has been said. They have just gone thru a 4 day perio
43 Flyboyaz : I know...that's horrible. You guys should have gotten more training. We go through a 3 week training class for new hires. The same really should have
44 Maverick623 : I can sympathize with being unfamiliar with a new computer system, especially one where there was little to no training on it. However, this little bi
45 SHUPirate1 : Note to US Airways...you have an application on file for both your FLL and PBI outstations for a prospective employee who would be OUTSTANDING (just a
46 Post contains images Cruzinaltitude : Let me preface this by saying I am not the kind of person to come on to a forum and start a flame war. That being said... I cannot belive you have th
47 Ejmmsu : It was not my intent to belittle people like you.. but leasure travelers that book airlines like US despite a track record of poor service. I can onl
48 Ejmmsu : As someone who knows you reasonably well, I think there is a very valid reason they havn't hired you. I'll tell you why you would be a great employee
49 RDUDDJI : It was NOT a weather related meltdown at CLT. Rain is not considered "weather", at least not in the airline operations sense of the word. The "Weathe
50 Tango-Bravo : How many of their $7 an hour rampers can actually read at a functional level? When a ramp operation is chronically and deliberately understaffed, ram
51 NoBoeingNoGoin : Ejmmsu, I think that your comment that someone wouldn't get hired because he would make everyone else look bad is quite possibly the most absurd thing
52 VEEREF : Or jetBlue and Northwest when it snows, or American when there are thunderstorms, yadda yadda yadda. USAir has been around in various forms for 50+ y
53 SHUPirate1 : Not sure this was a meltdown. Seems more like this was a "Let's send everybody to Charlotte and we'll sort this whole mess out later" sort of move. (
54 B6sFinest : Wow...And everyone trashes Jetblue for weather related incidents. LOL... They cant even work there own system and then they treat there customers like
55 Tango-Bravo : Perhaps a variation of "garbage in, garbage out?" As in US employees are treated by their management like garbage, meaning they will, in turn, tend t
56 SHUPirate1 : I think his comment was more of a "I'm trying to see SHUPirate1's rejection from US Airways' point of view, but I can't stick my head that far up the
57 Flyboyaz : Well if that's the case then everyone should have a very positive attitude. All I hear from our management is praise and gratitude for how much we wo
58 HPRamper : Watch the mud fly. We (at PDX) are not yet on the US scale. I would assume we are not the only station that is not. A Message from CEO Doug Parker Ma
59 Itsnotfinals : What a great letter. Many CEO's never provide that kind of feedback. I think Doug is more humble with recents events.
60 Post contains images SHUPirate1 : Being imprisoned (literally) when the whole mess started would do that!
61 Post contains images B6sfinest : David Neeleman does sends out infomative letters and emails like that to. Unlike Parker though he doesnt have a record.
62 Post contains images Flyboyaz : hehe...yeah he's a nice little mormon boy...LOL I'm sure he's happy at what's happening to us, takes the spotlight off of your debacle. He's always b
63 Post contains images RDUDDJI : But he does have 4 wives!!! Just kidding folks.
64 Flyboyaz : LOL....and a couple of boyfriends on the side...hehe.
65 Post contains images B6sFinest : Yeah Im sure he does have a few boyfriends Flyboyaz....Your probaly one of them. Im sure Neeleman doesnt wish any of this on any airline. He has alot
66 SHUPirate1 : You really do have to wonder, however, if Mr. Parker would have sent out that letter had the situation not hit the press...I'm no psychic, but I'm gu
67 Cubsrule : Doug thinks that 4 extra sections make 100,000 misconnects OK? While the letter is nice, he needs to get a grip on reality.
68 Ejmmsu : I also love how he says little or nothing about how the incompetence of his own IT staff and insufficient training on the new computer system have ex
69 DesertJets : That is the part of the letter that bothered me. While I understand that the nor'easter really messed things up operationally. It was the issues w/ n
70 Bridogger6 : You know, as a west agent where everything for the most part was completely smooth, it seems like yeah, management is really doing an awesome job. I
71 Hiflyer : In hindsight, always 20-20 grin, what the heck was the hurry in changing over the res system so that it was being done during historically high probab
72 HPRamper : How could this NOT hit the press as a hundred thousand passengers were affected plus thousands of airline employees? The reservations migration had t
73 Tango-Bravo : 1) Perhaps US personnel did not treat pax like "garbage" as alleged by some, which, if so, means one might reasonably surmise that current US managem
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