Art at ISP
Veteran
Sorry for the typo in the title, I am using an iPad.
Today I flew US for only the second time in 4.5 years, and my first time in that period from ISP through PHL. While I will put my observations in another post, I was amazed at the number of people on both of my flights who did nothing but rant and complain about US.
By far the most frequent complaint was of people arriving late and running to their connecting gate only to be victimized by the ridiculous 10 minute rule...and in ALL cases the people say the offending gate was called and told that they were on their way.
It seems that the 10 minute rule is tied to the incentive program which ties management bonuses to on time departures. While the DOT considers a flight statistically on time if it leaves within 15 min of schedule this program does not. This creates a situation where managers push to close the doors 10 minutes prior to scheduled departure, connecting customers be damned....no doubt incurring added costs to re accommodate countless unnecessarily distressed passengers and their bags, plus adding to the number of DOT complaints and people who will never again fly US.
It occurs to me the solution is relatively simple. Adapt the on time rule to meet federal guidelines, and rather than give bonuses for on time performance, incentivize customer satisfaction....I think it would not only help customers, but it would help improve morale and reduce costs in the long run.
Since to many I mentioned this to (customers AND employees) it makes perfect sense, that means Tempe will never do it.
Flame away.....
Today I flew US for only the second time in 4.5 years, and my first time in that period from ISP through PHL. While I will put my observations in another post, I was amazed at the number of people on both of my flights who did nothing but rant and complain about US.
By far the most frequent complaint was of people arriving late and running to their connecting gate only to be victimized by the ridiculous 10 minute rule...and in ALL cases the people say the offending gate was called and told that they were on their way.
It seems that the 10 minute rule is tied to the incentive program which ties management bonuses to on time departures. While the DOT considers a flight statistically on time if it leaves within 15 min of schedule this program does not. This creates a situation where managers push to close the doors 10 minutes prior to scheduled departure, connecting customers be damned....no doubt incurring added costs to re accommodate countless unnecessarily distressed passengers and their bags, plus adding to the number of DOT complaints and people who will never again fly US.
It occurs to me the solution is relatively simple. Adapt the on time rule to meet federal guidelines, and rather than give bonuses for on time performance, incentivize customer satisfaction....I think it would not only help customers, but it would help improve morale and reduce costs in the long run.
Since to many I mentioned this to (customers AND employees) it makes perfect sense, that means Tempe will never do it.
Flame away.....