The ENTIRE inflight product, domestic and international, needs a revamp from cabin interiors to IFE to service presentation to flight attendant training. The whole US Airways onboard product (if you could even call it that- a product is something consistent) needs to be freshened.
They need to choose a look and feel for thier Economy cabin and Envoy cabin and have it consistent across the fleet, from E190 to A340. Not a leather seat here, a cloth one there, a blue seat there, a gray one, a headrest here but not there, whatever ATA had, or throw a cover on whatever is sitting around the hangar. An Ecomony seat should look the same on all fleets. A narrowbody F seat should be the same regardless of fleet. A widebody or 757 FC seat should be the same. And they should all look alike... Enough of the lawn sale mix and match on the different aircraft. A merger is one thing, but why all the differences even in new aircraft? Stop being cheap. The same colors and fabrics should be used on aircaft that will be around for a while. It's called having a BRAND.
If you're going to offer a premium cabin at a premium price it better be premium. For everyones sake get some sense and stop tearing up the airplanes and making a mockery of first class for the sake of a few extra seats that weigh the airplane out of the sky. The simple things like champagne, hot towels, a predeparture beverage of some sort, a place to hang ones coat, and beverages served in glassware are basic expectations of a first class product. I flew United Express by SkyWest the other day and had all of these things in FC ON AN RJ. Our FC product is shameful even before the butchering of the cabins.
Economy service needs to be standardized. You can start by having enough supplies, enough space to stow the supplies, and expect to find them in the same place every time. Not the free for all, stuff everything in an empty cart or overhead bin and hope for the best current method of catering. I'll make myself unpopular and say that service needs to be monitored and strictly adhered to. No "I dont feel like doing cookies/duty free/arrival service/InFlight Cafe".
Again, I'll be unpopular here. The ENTIRE F/A group needs re-training in new service procedures. First Class standards, customer service technique, international traveler customs, appearance and demeanor, the whole bit. EVERY F/A should be trained on each aircraft and level of service offered by US. The F/A group also needs a refresher on the Dividend Miles program and Star Alliance. Most of the F/As don't know the tiers of our own FF program and couldnt name another Star carrier. Your cabin crews are the most visible representation of the airline and should be familiar with the product.
Fix the operation and do the basic things that have somehow been lost. Cater the airplane correctly. Clean it. Use a reservation system that provides the employees with the tools they need for a complex operation like an international network carrier. Have a readable, printable manifest. Have single, fair contracts for your employees. The merger is two years old, the bankrupcy era contracts breed contempt. Your product is only as good as your employee morale.
To be taken seriously you have to AT MINIMUM offer something consistent. To compete as a national and international carrier, you have to offer something close to the competition. At best, you offer something better and unique. Whether its amenities or simply employee delivery, you want to give a customer a reason to choose your product again instead of someone elses.
I sling Cokes and point at exits. I don't have any business or marketing education but this all seems pretty darn basic to me. Am I just crazy?
