I always hear horror stories concerning America West and their problems with passenger satisfaction, airplane repairs, etc... but I have also noticed most of these occurances take place with their Western operations. I read the article in Airways Magazine, and noticed the complaints given were on flights within, or originating in the West.
Also, though it's very limited, America West has an Eastern hub in Columbus, and I have not witnessed these problems very often here. I was at the airport at around 10:30 one evening, when an America West flight had been cancelled due to weather problems.The gate agents stayed late making sure their connecting customers had hotel rooms for the night and a flight for the next morning. One other time I witnessed a customer complaining harshly to an America West gate agent, and was very impressed with the professionalism and patience she used with the customer.
I recently flew America West for the first time from Columbus to Newark, and the flight was fine. The ticket counter agents were helpful, so was one of the gate agents. The flight attendants were also professional. The aircraft was delayed due to work being done on the A320, but it wasn't long before we boarded the aircraft. I plan on flying America West this August again for a flight to Las Vegas. America West has some very attractive fares from Columbus, that being the main reason I chose to fly with them. Though I am hoping the experience will not be like many of the others I have heard about.
This leads me to wonder, are operations in the East, especially from Columbus, in any way handled differently from those in the West? Thanks for any information.