The persona of Wolf was merely a reference to the fact that Wolf spent money to make the airline operate well, to look polished, and to treat business travelers as professionals (at least in comparison to the frat boy atmosphere we now have). Plenty of folks complained about Wolf at the time but the fact is he ran a professional airline. I praised Wolf as an oblique reference to the current wondrous operation, consummate customer service, and generous employee relations that just seem to click along like a well oiled Swiss watch!
I want to hone in on strictly the customer service/experience part of all of this.
As someone who has directly interacted with US as a customer advocate with FFOCUS, I want to state for the record that the cases I brought to their attention were handled promptly, professionally and on several occasions with great compassion. The individual I worked with is a stand up person.
Where, IMO US Airways gets into "Trouble" is with their attitude and approach to customers. In ANY organization the tone and tenor of that organization is set by the person at the top, in this case Doug Parker. His attitude sets the tome fro Scott Kirby down to the last guy hired on the ramp in PHL. Think about it, Go back to Bethune and CO. Company stunk on ice by any measure imaginable and with good reason given their leadership prior. When Gordon Bethune took over what REALLY changed? The people who worked there? The planes, airports? NO! The attitude of the boss changed and in a few short years CO was making money and making people happy. Employees & Customers alike.
Good, bad or indifferent the posts here from employees are a direct result of the leadership of the enterprise. The rancor and venom spewed in virtually all directions is Exhibit A that the boss doesn't give a rat's rear end about employees, BUT I bet you he can tell you the unit cost to launder the blankets in Envoy.
You start to take a look at the difference between airlines that score well in customer satisfaction surveys and in the DOT stats whey you see is that the differential from worst to first is often measured in 10th of a percent increments. IMO Stellar Customer service doesn't mean giving away the store with amenities and compensation. it boils down to attitude. If you encourage the right attitude, you'll get the right result and you'll pay the same $$ out of pocket, build what loyalty there is in Aviation and over time the numbers will rise and the perception of the enterprise will change.
Any company can make you happy when things are running well. The mark of a great company is how they treat you when things go wrong and under Wolf they were pretty damn good in that regard. Truth is in this day and age is that the only way to pick up a few dollars per ticket is to create the perception that you'll be treated "Better" by airline X (whatever better means LOL)
US Airways didn't just get my business, they earned it and I can tell you exactly the trip where I made the decision to give US Airways ALL of the business I could. I was scheduled to meet the Japanese entourage for a customer visit in Baton Rouge, LA. Leaving on a Sunday for a Monday AM meeting. Flying ACY-BWI-CLT-BTR and I get to BWI early and to be polite the poop is on the propellers, snow, ice, rain and all manner of wet stuff in CLT. Delays out the assets. So I wander in to the Club and state my concerns and problem. Lady informs me "On one can get you there this evening". I said "OK, let's try plan B, look at other cities nearby". She does and looks up and says
I can get you to MSY via PIT but it's going to be late" I said "DO it". I made the calls and changed the rental car around and let the hotel know I'd be late. Got to BTR at 3.30AM, Made the meeting and wowed my Japanese guests and ended up getting a raise.
I know nice story right? Thing is for me is that now i have no confidence that under the current management that the above success story would have happened. I no longer have that level of trust and once again that comes from the top of US Airways. Doug has shown me what he values and I take him at his words and supporting actions.
