rjpieces
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Why US Airways Lost My Business

Thu Mar 17, 2005 10:16 am

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.
"Millions long for immortality who do not know what to do with themselves on a rainy Sunday afternoon"
 
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alberchico
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 10:24 am

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?
short summary of every jewish holiday: they tried to kill us ,we won , lets eat !
 
hawk44
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 10:42 am

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
Never under estimate the power of US
 
gokmengs
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 10:51 am

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
Gercekleri Tarih Yazar Tarihide Galatasaray
 
sspontak
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 10:58 am

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.
Go Delta!
 
727LOVER
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 11:01 am

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
I feel woozy....what did you put in that Pudding Pop?
 
N62NA
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 11:01 am

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.
 
QuestAir
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 11:07 am

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.
'Do we carry rich people on our flights? Yes, I flew on one this morning and I�m very rich.' - Michael O'Leary
 
gokmengs
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 11:08 am

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.
Gercekleri Tarih Yazar Tarihide Galatasaray
 
ScottB
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 11:11 am

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.
 
SNATH
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 11:14 am

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
Nikon: we don't want more pixels, we want better pixels.
 
F4N
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 11:18 am

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
 
EnviroTO
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 11:29 am

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.
 
DAYflyer
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 11:59 am

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.
One Nation Under God
 
airgeek12
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 12:03 pm

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.
 
haveric
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 12:07 pm

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

19 years ago??? How can you compare?
 
rjpieces
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 12:09 pm

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.
"Millions long for immortality who do not know what to do with themselves on a rainy Sunday afternoon"
 
qxq400
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 12:12 pm

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 
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FLY2LIM
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 12:13 pm

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
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SHUPirate1
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 12:28 pm

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/
Burma's constitutional referendum options: A. Yes, B. Go to Insein Prison!
 
rjpieces
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 12:34 pm

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.
"Millions long for immortality who do not know what to do with themselves on a rainy Sunday afternoon"
 
daron4000
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 12:42 pm

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.
 
SNATH
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 12:55 pm

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]
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zippyjet
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 1:01 pm

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 
I'm Zippyjet & I approve of this message!
 
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Revelation
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 2:32 pm

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.
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bigb
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 2:44 pm

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.
ETSN Baber, USN
 
supa7E7
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 2:49 pm

People like that should be fired immediately.

Just ridiculous! ...
"Who's to say spaceships aren't fine art?" - Phil Lesh
 
SonOfACaptain
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 3:11 pm

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]
Non Illegitimi Carborundum
 
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kc135topboom
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 3:41 pm

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?
 
lincoln
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 5:16 pm

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?]
CO Is My Airline of Choice || Baggage Claim is an airline's last chance to disappoint a customer || Next flts in profile
 
FlyTheFlag
Posts: 104
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 9:24 pm

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.
 
haveric
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 9:34 pm

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!!)
 
762er
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 11:21 pm

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.
 
VgnAtl747
Posts: 1333
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RE: Why US Airways Lost My Business

Thu Mar 17, 2005 11:35 pm

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...
Work Hard. Fly Right. Continental Airlines
 
justapassenger
Posts: 75
Joined: Wed Dec 15, 2004 9:36 pm

RE: Why US Airways Lost My Business

Fri Mar 18, 2005 12:30 am

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.
 
su
Posts: 286
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RE: Why US Airways Lost My Business

Fri Mar 18, 2005 12:58 am

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….
"Life is too short to take it serious..."
 
ltbewr
Posts: 12362
Joined: Thu Jan 29, 2004 1:24 pm

RE: Why US Airways Lost My Business

Fri Mar 18, 2005 1:27 am

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.
 
NASBWI
Posts: 914
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RE: Why US Airways Lost My Business

Fri Mar 18, 2005 2:02 am

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.
Fierce, Fabulous, and Flawless ;)
 
cumulonimbus
Posts: 508
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RE: Why US Airways Lost My Business

Fri Mar 18, 2005 2:20 am

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
 
incitatus
Posts: 2691
Joined: Wed Feb 09, 2005 1:49 am

RE: Why US Airways Lost My Business

Fri Mar 18, 2005 3:30 am

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.
Stop pop up ads
 
Amy
Posts: 1109
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RE: Why US Airways Lost My Business

Fri Mar 18, 2005 3:36 am

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.
A340-300 - slow, but awesome!
 
warszawa
Posts: 549
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RE: Why US Airways Lost My Business

Fri Mar 18, 2005 3:51 am

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).
Flying a plane is no diff. from riding a bicycle. Its just a lot harder to put baseball cards in the spokes. -'Airplane'
 
FLY2LIM
Posts: 1095
Joined: Thu May 06, 2004 6:01 am

RE: Why US Airways Lost My Business

Fri Mar 18, 2005 4:20 am

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
Faucett. La primera linea aerea del Peru.
 
NASBWI
Posts: 914
Joined: Fri Feb 18, 2005 1:12 am

RE: Why US Airways Lost My Business

Fri Mar 18, 2005 4:30 am

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
Fierce, Fabulous, and Flawless ;)
 
DAYflyer
Posts: 3546
Joined: Wed Sep 08, 2004 9:35 pm

RE: Why US Airways Lost My Business

Fri Mar 18, 2005 4:34 am

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.
One Nation Under God
 
SHUPirate1
Posts: 3428
Joined: Sat Sep 20, 2003 2:53 pm

RE: Why US Airways Lost My Business

Fri Mar 18, 2005 4:40 am

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.
Burma's constitutional referendum options: A. Yes, B. Go to Insein Prison!
 
N312RC
Posts: 2584
Joined: Mon Aug 28, 2000 10:58 am

RE: Why US Airways Lost My Business

Fri Mar 18, 2005 4:43 am

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.
N/A
 
jdaniel001
Posts: 619
Joined: Wed Mar 16, 2005 2:36 pm

RE: Why US Airways Lost My Business

Fri Mar 18, 2005 4:45 am

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.
We Are UNITED!
 
NASBWI
Posts: 914
Joined: Fri Feb 18, 2005 1:12 am

RE: Why US Airways Lost My Business

Fri Mar 18, 2005 4:55 am

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?
Fierce, Fabulous, and Flawless ;)
 
FLY2LIM
Posts: 1095
Joined: Thu May 06, 2004 6:01 am

RE: Why US Airways Lost My Business

Fri Mar 18, 2005 5:03 am

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
Faucett. La primera linea aerea del Peru.

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