itsnotfinals
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CLT Meltdown 17 March

Sun Mar 18, 2007 11:16 pm

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.
Speedbird 178 Heavy, FINAL runway 27L
 
SansVGs
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RE: CLT Meltdown 17 March

Sun Mar 18, 2007 11:40 pm

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.
 
ejmmsu
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RE: CLT Meltdown 17 March

Mon Mar 19, 2007 12:54 am

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"
 
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malaysia
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RE: CLT Meltdown 17 March

Mon Mar 19, 2007 4:19 am

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
 
itsnotfinals
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RE: CLT Meltdown 17 March

Mon Mar 19, 2007 7:49 am

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.
Speedbird 178 Heavy, FINAL runway 27L
 
LV
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RE: CLT Meltdown 17 March

Mon Mar 19, 2007 8:05 am

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 
 
HPAEAA
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Joined: Mon May 08, 2006 7:24 am

RE: CLT Meltdown 17 March

Mon Mar 19, 2007 8:14 am

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???
 
RDUDDJI
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RE: CLT Meltdown 17 March

Mon Mar 19, 2007 8:23 am

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
 
desertjets
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RE: CLT Meltdown 17 March

Mon Mar 19, 2007 10:05 am

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
 
worldtraveler
Posts: 3417
Joined: Tue Aug 05, 2003 6:18 am

RE: CLT Meltdown 17 March

Mon Mar 19, 2007 10:11 am

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......"
 
Cadet57
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RE: CLT Meltdown 17 March

Mon Mar 19, 2007 10:26 am

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.
 
gift4tbone
Posts: 570
Joined: Fri Dec 24, 2004 9:25 pm

RE: CLT Meltdown 17 March

Mon Mar 19, 2007 10:37 am

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 23.9%(138 flights), PHL 14.7%(85 flights), PHX 10.2%(59 flights)
 
Cubsrule
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RE: CLT Meltdown 17 March

Mon Mar 19, 2007 10:40 am

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
 
bcoz
Posts: 193
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RE: CLT Meltdown 17 March

Mon Mar 19, 2007 10:53 am

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
 
Cadet57
Posts: 7174
Joined: Mon Jul 25, 2005 2:02 am

RE: CLT Meltdown 17 March

Mon Mar 19, 2007 10:54 am

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.
 
HPRamper
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RE: CLT Meltdown 17 March

Mon Mar 19, 2007 11:24 am

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.
 
Bridogger6
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RE: CLT Meltdown 17 March

Mon Mar 19, 2007 11:33 am

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.
 
cltguy
Posts: 541
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RE: CLT Meltdown 17 March

Mon Mar 19, 2007 11:36 am

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]
 
ejmmsu
Posts: 1647
Joined: Sat Oct 23, 2004 6:05 am

RE: CLT Meltdown 17 March

Mon Mar 19, 2007 11:44 am

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"
 
ejmmsu
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Joined: Sat Oct 23, 2004 6:05 am

RE: CLT Meltdown 17 March

Mon Mar 19, 2007 11:56 am

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"
 
aal0616
Posts: 217
Joined: Thu Jul 13, 2006 1:16 am

RE: CLT Meltdown 17 March

Mon Mar 19, 2007 10:01 pm

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]
 
cityguy
Posts: 72
Joined: Sun Dec 25, 2005 3:12 am

RE: CLT Meltdown 17 March

Mon Mar 19, 2007 10:10 pm

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.
 
Cubsrule
Posts: 11638
Joined: Sat May 15, 2004 12:13 pm

RE: CLT Meltdown 17 March

Mon Mar 19, 2007 10:26 pm

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
 
OPNLguy
Posts: 11191
Joined: Tue Jun 15, 1999 11:29 am

RE: CLT Meltdown 17 March

Mon Mar 19, 2007 10:44 pm

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.
ALL views, opinions expressed are mine ONLY and are NOT representative of those shared by Southwest Airlines Co.
 
aal0616
Posts: 217
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RE: CLT Meltdown 17 March

Mon Mar 19, 2007 11:01 pm

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,
 
desertjets
Posts: 7586
Joined: Fri Feb 18, 2000 3:12 pm

RE: CLT Meltdown 17 March

Mon Mar 19, 2007 11:49 pm

Quoting HPRamper (Reply 15):
Really? I was under the impression this was all directly caused by weather.

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 snow wasn't causing that. Why was my plane delayed inbound from CLT that day, when it operating in the southeast for much of the day prior to flying up to SYR, which was not experiencing any major delays.

While the Nor'Easter was a problem and did delay and cancel flights it does not explain the lines and mess at CLT. I can understand agents still having some difficulty with the new computer system. But the kiosks going down is what, in my mind, caused the system to completely shutdown. And there was no or little information being passed onto people in line. There were folks in Charlotte on confirmed ticketed flights that were waiting needlessly with those of us needing the be rebooked. Only occasionally did they attempt to filter them out to get those people ready to fly processed and on their way.

Quoting Bridogger6 (Reply 16):
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.

I certainly appreciate the work you've been doing at CLT the past few days. I tired to make a point of thanking every US customer service person I encountered. They all worked hard to get the job down and get me home.
Stop drop and roll will not save you in hell. --- seen on a church marque in rural Virginia
 
HPRamper
Posts: 4633
Joined: Sat May 14, 2005 4:22 am

RE: CLT Meltdown 17 March

Tue Mar 20, 2007 12:14 am

Quoting Cityguy (Reply 21):
I was told that the customer service group is so overwhelmed with complaints people just don't hear anything.

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 to whine about any subpar experience than they are to even slightly acknowledge even the most outstanding service.

Quoting DesertJets (Reply 25):
But the kiosks going down is what, in my mind, caused the system to completely shutdown.

I'm sorry the kiosks went down at the wrong time. I doubt anybody predicted a spring break icestorm that would turn an issue into a disaster. But hindsight is always 20/20 and generally speaking, everybody did the best they could. Believe me, US did not expect, plan on nor hope for any of this....and some people make the airline out to be so malicious. As if the rampers were out doing the rain dance in hopes of attracting some freezing precip.

[Edited 2007-03-19 17:15:26]
 
Tango-Bravo
Posts: 2887
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RE: CLT Meltdown 17 March

Tue Mar 20, 2007 1:09 am

Quoting Cadet57 (Reply 14):
And as long as I can use my iTunes account to get Divident Miles, well you get the idea

Which is that US has succeeded in buying your "loyalty."

Quoting Ejmmsu (Reply 2):
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.

Airline customers are indeed getting what they deserve in the sense that many if not most allow their addictions to the narcotics of cheap fares and FF program giveaways to determine the carrier with whom they will book their next flights, thereby allowing their "loyalty" to bought rather than earned. Since pax won't hold airlines accountable for indifferent, sometimes wretched, service when choosing the carrier(s) to whom they will give their business, why should the airlines be motivated to do any better?



Quoting LV (Reply 5):
Wow, arent you just the most compassionate person ever

Compassionate or not, the remark to which you take issue is in spot-on alignment with the realities of typical U.S. airline customer behavior in the real world.

Quoting Cityguy (Reply 21):
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.

Perhaps because Parker & associates (accomplices?) are all too well aware that they have you (and untold thousands of others) hooked beyond recovery to the FF perks/largess with which they have successfully bought your unconditional "loyalty" regardless of any issues you have with service. They also know that, if for any reason, your "loyalty" (and that of other "elites") should appear to be faltering, it can be bought back with cheap fare and FF giveaways exclusively offered to "our most 'loyal' customers" -- without doing one iota to correct the issues addressed in your letter.

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... 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.

With airlines routinely overscheduling and understaffing, even when there are no issues adversely effecting operations, perhaps the agents who walked out had reached the point where US "called wolf" about staffing shortages once too often. Besides, who would want to stay around and beat their head against the proverbial wall in attempting to help customers when their hands were essentially tied from helping customers in any meaningful way by near-100% load factors, the typical total lack of direction from management in such situations and not knowing when flight ops would be able to resume.
 
itsnotfinals
Posts: 1573
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RE: CLT Meltdown 17 March

Tue Mar 20, 2007 7:24 am

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 report some news.

Quoting RDUDDJI (Reply 7):
Suggest renaming this thread to "US/HP meltdown at CLT". No other airlines were affected and title is not indicative of this.

All airlines were backed up as DL and others had to cancel flights as well. My brother was trying to take DL 2 days ago and all flights were sold out through Sunday night. It was a weather related meltdown at CLT , and Weather and operational issues at US.

Quoting Cadet57 (Reply 10):
I fly US

I will still fly US also. I live in PHX! Every airline can improve customer service. I have had issues with DL, NW and UA over the years too.

Quoting Bridogger6 (Reply 16):
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...

Thats what I heard too. I ended up holding over 3 hours myself and hung up with no answer. I booked a Y ticket myself CLT-ATL-PHX and when I got to PHX where I knew they knew Shares, I had a customer service agent update my PNR with what happened and put in for a refund for the ticket I bought in about 5 minutes flat. Shares is just fine.

I still don't have my checked bags and it's been 72 hours so this might get interesting! I have been on 1705 commercial segments since I started tracking them in 1991. I have never had a bags totally disappear. I will call on Wednesday if I don't hear anything.

[Edited 2007-03-20 00:25:09]
Speedbird 178 Heavy, FINAL runway 27L
 
flyboyaz
Posts: 2077
Joined: Sat Sep 13, 2003 11:32 am

RE: CLT Meltdown 17 March

Tue Mar 20, 2007 11:02 am

Quoting Bridogger6 (Reply 16):
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.

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 old one was better. Well I've been using QIK over SHARES for 7 years and it works just fine. Of course it's easy for me to say since in the west our transition was near flawless. Everything works great. I do feel bad for the guys out east, but things will get better.

Quoting Ejmmsu (Reply 18):
Lots of contridictions there

Well considering you always bad mouthed HP in the past, I'm not suprised you're bad mouthing US.
Catch a ride on a smile!
 
WesternA318
Posts: 4493
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RE: CLT Meltdown 17 March

Tue Mar 20, 2007 11:15 am

Quoting Cadet57 (Reply 10):
I fly US

As do I...Elite on CO and US  snooty 
Check out my blog at fl310travel.blogspot.com!
 
NoBoeingNoGoin
Posts: 106
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RE: CLT Meltdown 17 March

Tue Mar 20, 2007 11:28 am

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 working ticket counter, baggage service, and gate. Our morning DCA flight XLD due to maintenance at around 830 am. This weekend is the start of many spring breaks in the area, so every flight out of TYS was full to begin with. Some of our kiosks work, but others don't. One of the biggest problems with the kiosks has to do with the pnrs that had OAL ticket numbers in them. Almost 2 million records were affected by the migration, and the oal ticket numbers didn't populate into the pnrs as they should have=no kiosk check in.

Among other delays and problems, all of our PHL bound flights canceled and we really didn't have any sort of way to get PAX there. As customer service agents, there isn't really anything we can do when the flights don't have seats....
Now, we are seeing the back end of all of the canceled flights... that would be the bag mess of hundreds of displaced checked bags and passengers.

As far as the new computer system is concerned, I hate it. I personally loved SABRE. I loved the way it worked; I loved the way it thought; and I loved my long entries.
The SABRE system worked very well with an east coast airline that consistently experiences weather delays and also with an airline that has lots of international interline passengers.
Another thing that made SABRE great was how it worked on lists. Everything that we did could be displayed in a list. With all of the lists that we used, we worked with edit codes. With these codes, you could pull a list of anything you needed. For example, if you needed a list of revenue pax with a prereserved seat assignment who didn't have checked bags who didn't check in online, but has a boarding pass (with a seat assignment), with an inbound connection and without an outbound connection who hasn't boarded your flight and had a special service request and a lap child, you could do it very easily. (the entry btw was G*L(flight #) (Boarding City)/RV/PR/XBT/XWB/BP/IB/XOB/XON/SS/INF)
The shares system's lists are nothing of the sort. We only have a few lists to display and they never tell you what you want to know.
As far a ETKS, Sabre was amazing. We could do an invol reroute ticket reissue with any airline that we had a ticketing agreement with (electronic or not) just by simply doing one entry (W+EXCH+INVOL+N(name #)+S(segments))
So say I had a pax flying TYS-CLT-SAN and I needed to reroute them with this itinerary TYS-ORD (UA)- ORD-PHL (AA)- PHL-PHX (HP) PHX-DEN (F9) and DEN-SAN (UA) I could do it with that one entry.
As a result, US was paying only the invol comp to the receiving airline.
With the Qik system (Shares) we can only reroute an etkt if the city pairs (origin and destination) stay the same. And it can only be 1 segment to 1 segment 2 to 2, 1 to 2, or 2 to 1. As a result, we now have to write FIMS for any other routing. FIMS are the most expensive form of RR compensation to receiving carriers=not good news for US' bank account.

Another thing that is different with shares is standby's. In Sabre this is how it worked. Say that you are booked on US 2532 from TYS to CLT and you want to go standby on the earlier flight, 2347. All we would have to do is GL-2347-NAME+SB5&2532 This would add you to the Priority List of the desired flight with an associated ETKT coupon.
In shares, we have go to into the reservation, Long sell the desired segment, adjust the etkt, check you in again using an W edit code.
(just for fun, these entries are now shift+R, fill out pop up to get into a record, CTRL+I fill out pop up to long sell a segment, F11 to save changes, F11 again to verify the duped segments, CTRL+E to access the etkt key pad, F2 to adjust etkt, fill in the number of segments that need to be adjusted in the pop up, then fill out the next pop up with the old flight number, date, carrier, year, and then Shift+X to get out of the record, CTRL+C to access the check in key pad, fill out the check in popup again (since you check in the pax on his original flight first), add the waitlist edit code, verify that you want to waitlist, and FINALLY you get the pax on the wait list. Now this is just for one flight, if the pax wants to standby on a connection... guess what.. you get to do it all again for the connection flight!!!)

Is this why you have to stand in line forever while we fill out popups and push function keys?!

And three final pet peeves. (Among a million others) The first is that only the computer that opens the flight (at the gate) is the one that can clear standbys, close the flight, restrict checkin, change seat maps, etc. (in sabre any computer in the city marked as a gate comptuer could do it.. not the one set address an agent enters). The second is that our flifo info doesn't show the UPflight for a departure. So unless you want to go to SABRE, access the flight manifest for the city in the operations partition and find the upflight, you are just out of luck knowing where your airplane comes from! Finally, I am over the damn thing freezing up in the middle of something!

As you can see, this system is far inferior to what we were using...
So, you QIK and SHARES fans, tell me why I should like it!

Any questions? Just ask.
Alex

[Edited 2007-03-20 04:30:49]
 
Cubsrule
Posts: 11638
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RE: CLT Meltdown 17 March

Tue Mar 20, 2007 11:35 am

Quoting NoBoeingNoGoin (Reply 31):
Any questions? Just ask.

So... How many manual bag tags have YOU written since the computer system change?

Is that too mean?
I can't decide whether I miss the tulip or the bowling shoe more
 
itsnotfinals
Posts: 1573
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RE: CLT Meltdown 17 March

Tue Mar 20, 2007 11:40 am

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 and professionalism.


That really explains some of the issues going on with US east.
Speedbird 178 Heavy, FINAL runway 27L
 
WesternA318
Posts: 4493
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RE: CLT Meltdown 17 March

Tue Mar 20, 2007 12:08 pm

Quoting NoBoeingNoGoin (Reply 31):
So, you QIK and SHARES fans, tell me why I should like it!

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, and was very relieved when the boss finally spent some money (cheap skate that he is) and brought back SABRE.
Check out my blog at fl310travel.blogspot.com!
 
HPRamper
Posts: 4633
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RE: CLT Meltdown 17 March

Tue Mar 20, 2007 12:27 pm

Quoting NoBoeingNoGoin (Reply 31):
The second is that our flifo info doesn't show the UPflight for a departure.

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 operations using SHARES and it has never caused a slowdown. To me, it seems a matter of personal preference coupled with unfamiliarity.
 
flyboyaz
Posts: 2077
Joined: Sat Sep 13, 2003 11:32 am

RE: CLT Meltdown 17 March

Tue Mar 20, 2007 10:12 pm

Quoting NoBoeingNoGoin (Reply 31):
With the Qik system (Shares) we can only reroute an etkt if the city pairs (origin and destination) stay the same. And it can only be 1 segment to 1 segment 2 to 2, 1 to 2, or 2 to 1. As a result, we now have to write FIMS for any other routing.

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 fare ladder and reissues the ticket to whatever you want. Takes less than a minute...I use it all the time.

Like I said, I've been using SHARES for 7 years and while I'm sure it doesn't have all the same features as SABRE...it works just fine. It's a matter of what you are used to. Unfortunately most of the east employees are not willing to change, which is sad in my opinion. All of us ex HP'ers have gone through an enourmous amount of change including the name of our airline, work rules (major change), policies and procedures, etc.

It's hard on everyone but we have to be willing to move on and change. We're all still employed which I'm grateful for.

Quoting NoBoeingNoGoin (Reply 31):
As you can see, this system is far inferior to what we were using...
So, you QIK and SHARES fans, tell me why I should like it!

Again, you just need to get used to it. Ask anyone at CO, I'm sure they like SHARES just fine!
Catch a ride on a smile!
 
NoBoeingNoGoin
Posts: 106
Joined: Mon Jul 14, 2003 12:17 pm

RE: CLT Meltdown 17 March

Tue Mar 20, 2007 11:45 pm

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 more:

*We don't get any sort of auditors coupons after a credit card charge (no more signing!) but we do when we print a ticket?...
*Those damn little bright blue screens give me a head ache!
*Why is it that after I sell an OA segment the status goes to PN1 [pending need] then I have to ignore and retrieve the record.. then it goes to KK1 [can confirm segment] and then I have to change it to HK1 [to show it holding confirmed]?
*US agents can no longer process refunds at the ATO
*Oh, availability: when we pull up availability it shows routings that we don't even have fares for... for example at 3 pm if you pull up availability from TYS-RSW it shows routings through PHL... US's fare quotes say that tkts to RSW from TYS have to have a CLT connection or be non stop WTF?, it will show OA segments without requesting them (not even code share ones), if I pull up TYS-MIA it says no more and that’s it, it displays flights that are hours past departure time, it will show H or K availability but no Y avail on OA segments, it won't pull up ATL-NRT on Delta, etc, etc, etc
*Each passenger has a sequence code like C236 or B238, where do these come from?!?, *When looking at loads it shows revenue standby's as part of the # of pax booked (so a flight that is authorized to 52 and seats 50 can show 75 booked if you have lots of standbys)
*When clearing the standby list we can select a specific seat to give to a stby, it gives it what ever it pleases and then we have to change it if we want to... if we need to skip someone on the list (he is a no show at the gate) we have to re order the standby list!
*In Sabre, when we would put in a checkin request the computer would prompt us if one of the segments was late, cancelled, or if there were a possible misconnect…. Say We are having irregular ops and I wanted to put someone on our scheduled 540 departure to CLT and connect to a CLT-TPA flight that was scheduled out at 3pm but is running 5 hours late, I could generate the Bag tags in Sabre after verifying the order of segments… In Shares, No way. It just short checks the bag to CLT… So you know what that means, Hand written bag tags… To be honest, I don’t know if I have ever seen a hand written bag tag ever arrive on time!
*In Sabre, if a person received a seat as a standby, it would automatically cancel the HK segments when the flight took off and was PDCed. Now, we have to manually take out the segements!
*As far as baggage tracing, I think that it is good that we are on World Tracer.. But I am not sure if the QIK on WT is that great. In BMAS, (Sabre’s Bag tracing) taking a bag claim took me about 1 min. All you would have to do is pull up a pax PNR and then do the following entries B/C/TYSUS111111 to start the bag claim. DB01/L/BK22HPW//SAMSONITE/DOE/JOHN/CLOTHING this was the description line
W-PASSENGERS ADDRESS+KNOXVILLE TN 33333
9-9999999999 for pax phone
ER save the record and bring it back up
BZR to print a pax claim receipt
Not to tough, eh? To trace for a record you could do it by tag number B*TYSUS111111 or by name B*-DOE. Each Bag record would be displayed in a PNR and all of the bag tag numbers.
In Shares.. It takes about 4 mins to take a claim. Bag tag numbers are not in a PNR and the fact that you have an open world tracer claim is never referenced in the PNR!
For QIK, here is how we take a bag claim: Shift+W, F2, enter the tag number, Y to continue, Enter PNR locator, Y to amend, Then we fill out a pax name, address, phone number, etc pop up, then we have to fill out a description line for each bag, put in the pax routing, bag routing, pax flight numbers, how many bags were checked, how many were received (all of this info came over automatically in BMAS), then we have to go through coded contents for each bag, and then we can print a claim receipt, after we print that, we literally have to wait about 1.5 mins while the PNR, FLifo, and ACI checkin history is added in to the record!
As far as I know, there is no way to pull up a record just by typing in a record locator The F keys only show the match history. WE can’t just search by last name either.

That’s just the beginning, Want more?

UPFLIGHT info is not in FLIFO! It does say out, off, in, eta times for the specific flight but SABRE used to tell us which flight made the upleg for our flight.. So we could see exactly how accurate our flifos never were.

FlyBoyAZ, I can fly through shares just as fast as I could with Sabre... Shares just has so many more steps and the QIK system is blah! In Sabre, we never had to adjust an etkt, if the city pairs and date stayed the same the system would automatically reval and reassociate the coupon.. I can do the entries very fast, but when you have more steps it just takes longer!
Oh, thanks by the way about the even exchange thing. No one at the help desk, inventory control, and other HP agents didn't know about it!
If I want to reprice an 8 leg domestic intin by manually inputing fare basis codes, unflown ticket value, flown value etc, while reissuing a ticket, How do I do it?!!? I know that it is supposed to access our TIPS system from SABRE, but last night when I tried it, it just asked me to collect money!
I know many a CO agent that doesn't like shares... But they haven't ever worked on a superior system!
I would be much happier with Native Shares.. The dumbing down of QIK overlays kills me..
Trust me, I love learning new systems.. ( That is why I learned PARS from working with my NWA agent friends for fun!)... Just bear with the US east agents that are frustrated with all of these supid function keys. We miss the necesity of thought in native sabre! We had a 3 day differences training in which we learned almost nothing!
I know that things will get better... But It will be crazy until it does.
 
Cadet57
Posts: 7174
Joined: Mon Jul 25, 2005 2:02 am

RE: CLT Meltdown 17 March

Tue Mar 20, 2007 11:51 pm

Quoting Tango-Bravo (Reply 27):
Which is that US has succeeded in buying your "loyalty."

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 a couple weeks ago  Wink

Quoting WesternA318 (Reply 30):
As do I...Elite on CO and US

I guess you live up to the emoticon you posted. And on that where did I mention status once? No where. All I said is that US is my preferred carrier and that I get DM's from iTunes...
Doors open, right hand side, next stop is Springfield.
 
bcoz
Posts: 193
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RE: CLT Meltdown 17 March

Wed Mar 21, 2007 12:08 am

Quoting Itsnotfinals (Reply 33):
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 and professionalism.

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 wondered about the reservations and operations computer systems and how they work.

I do have one question though (and this may be better for a different thread but...)... Most of what you've described about SABRE and SHARES indicates a lot of keystroke command lines. Wouldn't it be easier in a menu driven system?

bcoz
 
Cubsrule
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RE: CLT Meltdown 17 March

Wed Mar 21, 2007 12:15 am

Quoting NoBoeingNoGoin (Reply 37):
To be honest, I don�t know if I have ever seen a hand written bag tag ever arrive on time!

CLT has actually gotten pretty good with the handwritten baq tags of late (perhaps out of necessity).
I can't decide whether I miss the tulip or the bowling shoe more
 
itsnotfinals
Posts: 1573
Joined: Sun Mar 04, 2007 8:51 am

RE: CLT Meltdown 17 March

Wed Mar 21, 2007 12:34 am

Quoting Bcoz (Reply 39):
Wouldn't it be easier in a menu driven system?

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 have to realize that when that system was first developed we had "Green screens" back then , not windows at all, so the special characters helped reduce keystorkes and record sizes. I remember one command after all this time T-$UE and this funky key called "End Item" that looked like Prince's old name  

[Edited 2007-03-20 17:43:18]
Speedbird 178 Heavy, FINAL runway 27L
 
hiflyer
Posts: 1272
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RE: CLT Meltdown 17 March

Wed Mar 21, 2007 12:53 am

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 period that no one should ever be subjected to....and their pax were in lines the likes of which I have not seen in FLL in years....lines that were not moving. Pax were going counter to counter at FLL pleading with other carriers for flights out because they could not take it at US anymore....offering cash up front for full fare tickets. Unforturnately the standard story was no seats until Tuesday...for all carriers..due to Spring Break and Cruise ships. Pax were again bedding down in the terminal at FLL Mon nite waiting for the Tuesday flights to be open.
 
flyboyaz
Posts: 2077
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RE: CLT Meltdown 17 March

Wed Mar 21, 2007 1:14 am

Quoting NoBoeingNoGoin (Reply 37):
We had a 3 day differences training in which we learned almost nothing!
I know that things will get better... But It will be crazy until it does.

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 been done with you guys...even if it was done in station.

Quoting NoBoeingNoGoin (Reply 37):
I know that it is supposed to access our TIPS system from SABRE, but last night when I tried it, it just asked me to collect money!

I believe this isn't working yet. I honestly don't know how to use it...I've always done it manually. Once it's up and running it's supposed to be pretty helpful.

Anyhow, please, if you ever need any help let me know. I'm very proficient in QIK and I'd be more than happy to help you. If you want email me and I'll send you my work number if you ever get stuck. I do mostly payroll and auditing so I'm always near a computer.

Thanks!
Joe
Catch a ride on a smile!
 
Maverick623
Posts: 4650
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RE: CLT Meltdown 17 March

Wed Mar 21, 2007 1:27 am

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 bit stirred my irk:

Quoting NoBoeingNoGoin (Reply 37):
To be honest, I don't know if I have ever seen a hand written bag tag ever arrive on time!

As a conx runner, I can say to everyone here that 90% of that is pure laziness by fleet service. I'm sure it's similar elsewhere, but in PHX the computer generated tags have bar codes that tell the belt system where to dump a bag. If it can't find said bar code, or there's an error in reading it, it heads to the so-called "default" belt, where a ramper is supposed to read the tag, and then stick a pier sticker or two on the bag and send it on its way. Takes an extra 10 minutes tops, and that's with the bag making a second pass at default.

As for connecting bags, well, no excuses there. All the bag tags are read by rampers, and sorted accordingly. Handwritten or computer generated makes no difference (unless the agent who wrote the tag has crappy handwriting.. I had a bag a couple weeks ago with a handwritten tag that looked like SEX instead of SEA).

I may be a new player at this game, but I still see people on the job 15+ years who make every effort to get a bag to it's destination at the same time as it's owner, because they remember how it is to not have a bag for 3 or 4 days on vacation.
"PHX is Phoenix, PDX is the other city" -777Way
 
SHUPirate1
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RE: CLT Meltdown 17 March

Wed Mar 21, 2007 2:08 am

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 ask his current boss at Publix)...you seriously might want to consider hiring that employee! (he even is paid more as a bagger at Publix than he would be as a CSA at US Airways!)

(sorry to toot my own horn)
Burma's constitutional referendum options: A. Yes, B. Go to Insein Prison!
 
CruzinAltitude
Posts: 408
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RE: CLT Meltdown 17 March

Wed Mar 21, 2007 2:08 am

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.

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...  Angry I cannot belive you have the stones to come on this forum and say something like that. I was advised on Friday the 9th that my company needed me to fly out to DC to assist a hotel that was having problems. They booked the flight on me and I went on my trip.

Seeing that weather was not looking good for my Friday 5pm DCA - CLT (with a final destination on ONT) departure at 5pm, I checked in at 9am in hopes that I could get out on an earlier flight. No such luck, after 10 hours of missinformation, "dont ask me about anything other than this flight," "that's an American West flight, I can't help you with that," no organization, no flight attendant, no flight crew, icy conditions...................... my flight was cancelled. Fine thats life. I go to the check in counter and a news crew is fliming talking about people spending over 4 hours in line. I decided to go back to the hotel and try calling in.

After 30 minutes of getting a busy signal, and two hours of holding for a "30" minute wait time I got through to someone who was helping me and the the call mysteriously got disconnected. So I had to hold for another 2 hours. Once I got through the res agent failed to mention that the flight she booked me on left DCA at 8pm on SUNDAY not Saturday. I get to the airport at 10 am on Saturday, thinking I should check in early and find out what happened to my luggage. I waited for 1 1/2 hours for them to finally make an announcement that if your flight was cancelled yesterday your bags have already been sent. I went to the lower desk to get my boarding passes printed and she said she couldn't, and that I would have to go to the gate. I get to the gate and the girl ignores me for over 15 minutes. Once she finally acknowledges my presence she lets me know that she was off in 10 minutes and that we needed to make this quick. She then said that my tickets were for flights on American West operated aircraft and that she could not help me. I let her know that the tickets say US airwarys, US airways has my money and she will help me. Her supervisor comes over and tells her to work on it, at which time she realized that the flight I was booked was not supposed to leave until Sunday.  hissyfit  Luckily they could book me out of BWI to LAS to ONT that night.

Bottom line is, I did not choose to fly US airways, I was told to fly them. I did everything possible to get out on earlier flights (i.e. be at the airport over 10 hours early both days). And I saw a lot of travelers get the shaft from an airline that was as incompetent as any company could ever be. I know bad weather is bad weather. I was a United Res agent for two years, I know it's part of air travel, but the folks at US had their heads stuck up thier........ And for Ejmmsu to say I'm stupid, and those distressed passengers deserved how they were treated, lets just say that's the biggest insult I have received in a long, LONG time!
 
ejmmsu
Posts: 1647
Joined: Sat Oct 23, 2004 6:05 am

RE: CLT Meltdown 17 March

Wed Mar 21, 2007 2:15 am

Quoting Cruzinaltitude (Reply 46):
Bottom line is, I did not choose to fly US airways, I was told to fly them. I did everything possible to get out on earlier flights (i.e. be at the airport over 10 hours early both days).

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 only hope your company will realize that they need to put their employees on airlines that are more reliable than US airways currently is.

Fortunately for US, the "stupid" leasure traveler will book them the next time they go on vacation... and its that very reason that US feels no need to change the way they do business. Hopefully your company can move beyond that, and place you airlines that have their act together.

I offer you a sincere apology for the misunderstanding. If you read the post, I called out people who "chose to fly US", not people like you who had no choice.
"If the facts do not conform to the theory, they will have to be disposed of"
 
ejmmsu
Posts: 1647
Joined: Sat Oct 23, 2004 6:05 am

RE: CLT Meltdown 17 March

Wed Mar 21, 2007 2:36 am

Quoting SHUPirate1 (Reply 45):
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 ask his current boss at Publix)...you seriously might want to consider hiring that employee! (he even is paid more as a bagger at Publix than he would be as a CSA at US Airways!)

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, but why US doesn't want you in each case.

You would be extremely friendly and helpful to customers.. going above and beyond the call to provide good service. However, US doesn't like this, because it would make normal agents look bad, and provide a service expectation that US simply can't uphold.

You would have a deep knowledge of the contract of carriage and the individual rights of each passenger. However, US doesn't like this because they know ignorance by their employees will increase the likelyhood that a passengers rights will be infringed on to the benefit of the bottom line.

You would be serious about providing the best product possible to customers, but this would often cause you to step on the toes of higher ups that really don't share this same desire as you do.


It is clear to me that the mishandling of the current merger and numerous gaffes in customer service proves that US management is not serious about providing a quality service. Hiring someone like you, who would be serious about customver service, would be counter to the corporate culture they have created.

This is why, my friend, US won't hire someone like you. Hopefully you have an application in with CO, WN, or FL.
"If the facts do not conform to the theory, they will have to be disposed of"
 
RDUDDJI
Posts: 1717
Joined: Fri Jun 04, 2004 4:42 am

RE: CLT Meltdown 17 March

Wed Mar 21, 2007 2:56 am

Quoting Itsnotfinals (Reply 28):
All airlines were backed up as DL and others had to cancel flights as well. My brother was trying to take DL 2 days ago and all flights were sold out through Sunday night. It was a weather related meltdown at CLT , and Weather and operational issues at US.

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 "Weather" was in the NE corridor and affected airports all over the country and Canada. The issue the original poster (you) posted about is specific to US and their kiosk/CS issues. No other airlines were mentioned. It's also not surprising your brother ran into full flights on a weekend after airlines canceled 1000's of flights into/out of the NE and we are in the middle of spring break season. But again, that has nothing to do with CLT's weather.
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