Letter to Doug Parker from Larry Cohen and James P.Hoffa
March 12, 2007
CWA
March 12, 2007
Mr. Douglas Parker, Chariman & CEO
US Airways Group Inc.
111 West Rio Salada Parkway
Tempe, Arizona 85281
Dear Chairman Parker:
We are writing to express the serious concerns and frustrations coming from customer service agents – members of the Customer Service Employee Associationa/CWA-IBT -- across the US Airways system and to urge you to take action by restoring needed staff positions and allowing our members to do what they do best: providing quality service to US Airways customers.
The effects of continued short staffing across the system – that preceded the merger with America West and US Airways have been wearing enough on US Airways agents, but the recent computer reservations system switchover has made this situation intolerable, for customers and agents.
It appears that this new reservations system was put into effect without providing agents the adequate training necessary to use the system efficiently. Reports from Association members indicate that agents were trained in the theory of the new reservation system, training that wasn't very useful in practical application.
As you are well aware, this switchover – along with the malfunctioning kiosks -- caused an enormous amount of turmoil at airports across the system and particularly along the East Coast. This resulted in agents, who take pride in their professionalism and their ability to serve US Airways customers, being unable to do so, and in many cases, being blamed by local managers for the meltdown.
You may not be aware, however, that understaffing and mandatory overtime are routine in too many airport locations. In Charlotte, for example, on a daily basis, there are 38-40 vacancies in airport customer service, with similar short staffing at Philadelphia, Boston and other locations systemwide. Union representatives have provided documentation and raised this issue with management for more than a year, with no results.
We are also concerned about reports that US Airways wants to hire temporary workers to staff the help center and for other customer service duties. As you know, there are many experienced agents on furlough or on-the-job injury status who can be called on for this work
US Airways agents are professionals who are committed to providing quality service and want the opportunity to do so. We would like to have the opportunity to further discuss ways we can work together to achieve this goal, and alleviate both current and long term problems for customer service.
Sincerely,
Larry Cohen/President, CWA ~ James P. Hoffa/General President, IBT
* And that my friends is exactly why I took vacation this past week (cant believe the manager actually had lines open this week). Enjoyed a nice cruise around Hawaii with fill in accounts of the horror stories between fruity drinks and beach days. Sorry that so many had to put up with so much, but I would have been in a rubber room right now if I hadnt had last week off. Next task will be trying to help train the newhires that started last week (and stayed thru the migration). Hey at least we havehelp bodies right? 
h34r:
March 12, 2007
CWA
March 12, 2007
Mr. Douglas Parker, Chariman & CEO
US Airways Group Inc.
111 West Rio Salada Parkway
Tempe, Arizona 85281
Dear Chairman Parker:
We are writing to express the serious concerns and frustrations coming from customer service agents – members of the Customer Service Employee Associationa/CWA-IBT -- across the US Airways system and to urge you to take action by restoring needed staff positions and allowing our members to do what they do best: providing quality service to US Airways customers.
The effects of continued short staffing across the system – that preceded the merger with America West and US Airways have been wearing enough on US Airways agents, but the recent computer reservations system switchover has made this situation intolerable, for customers and agents.
It appears that this new reservations system was put into effect without providing agents the adequate training necessary to use the system efficiently. Reports from Association members indicate that agents were trained in the theory of the new reservation system, training that wasn't very useful in practical application.
As you are well aware, this switchover – along with the malfunctioning kiosks -- caused an enormous amount of turmoil at airports across the system and particularly along the East Coast. This resulted in agents, who take pride in their professionalism and their ability to serve US Airways customers, being unable to do so, and in many cases, being blamed by local managers for the meltdown.
You may not be aware, however, that understaffing and mandatory overtime are routine in too many airport locations. In Charlotte, for example, on a daily basis, there are 38-40 vacancies in airport customer service, with similar short staffing at Philadelphia, Boston and other locations systemwide. Union representatives have provided documentation and raised this issue with management for more than a year, with no results.
We are also concerned about reports that US Airways wants to hire temporary workers to staff the help center and for other customer service duties. As you know, there are many experienced agents on furlough or on-the-job injury status who can be called on for this work
US Airways agents are professionals who are committed to providing quality service and want the opportunity to do so. We would like to have the opportunity to further discuss ways we can work together to achieve this goal, and alleviate both current and long term problems for customer service.
Sincerely,
Larry Cohen/President, CWA ~ James P. Hoffa/General President, IBT
* And that my friends is exactly why I took vacation this past week (cant believe the manager actually had lines open this week). Enjoyed a nice cruise around Hawaii with fill in accounts of the horror stories between fruity drinks and beach days. Sorry that so many had to put up with so much, but I would have been in a rubber room right now if I hadnt had last week off. Next task will be trying to help train the newhires that started last week (and stayed thru the migration). Hey at least we have
h34r:
