October 6, 2007
Mr. Douglas Parker
Chairman and C.E.O.
US Airways, Inc.
111 W. Rio Salado Parkway
Tempe, Arizona 85281
Dear Mr. Parker:
I am writing this letter as a concerned customer of US Airways, Inc. In sum, I have been thinking about writing this letter for the better part of six months. Recent in-flight experiences and corporate “news†announcements have prompted me to take the time to put my thoughts on paper.
First, just a little background on myself. I have been flying US Airways regularly for business and school since 1995. Before that, I have very fond memories of traveling back and forth on USAir’s DC-9 aircraft between Pittsburgh and Birmingham, Alabama to visit my family (this was a monthly journey from the ages of 8-18). Over the past 10 years of flying, I have used US Airways almost exclusively for my air travel needs. Indeed, this year I will attain my Chairman’s Preferred status for next year in October. I believe this level of travel demonstrates my commitment to you as my air carrier of choice. I have been one of the countless travelers that have stood with US Airways through two bankruptcies, several safety concerns in the 1990’s, and the continued reduction of service in Central and Western Pennsylvania. However, for the first time in my traveling history I am seriously considering giving my business to another airline.
Living in both the Boston and Pittsburgh regions, I am somewhat programmed to book my travel on US Airways due to the market dominance that you have in these markets. While the flight service level in Boston has remained relatively constant as opposed to the cutbacks at Pittsburgh International, I have endured a rather nasty year of traveling on US Airways. I can no longer count the times my bag has gone missing upon my arrival (mostly when I travel through Philadelphia), the continued check-in delays due to the lack of properly trained ticketing and gate agents, and the continued diminishment of in-flight services. Simply put, the issues that have plagued my travel in 2007 have pushed me to the brink of moving all of my business to another airline. This is the first time I have ever considered doing this.
While US Airways has indeed a strong hold on the Northeast markets (and has for decades), there are more options now than ever for business travelers such as myself. For instance when given the option of traveling between Boston and State College, PA, I can choose US Airways or Delta Air Lines. Due to the fact that I must now exclusively change planes in Philadelphia when traveling on US Airways (a passengers worst nightmare), I have truly given serious considerations to switching to Delta Air Lines as my carrier of choice. Sure, I will have to change planes in Cincinnati to fly from Boston to Pittsburgh, or virtually any other destination, but its becoming a reasonable option to consider due to my concerns mentioned earlier in this letter. Simply put, Delta currently delivers more reliable on-time performance and a better coach and first class in-flight product. While switching airlines would certainly add time to my travel on paper, I would venture to guess it is not as much as one would think, due to multitude of US Airways delays and sub-standard product offerings.
I do not want to limit this as just a complaint letter. I have over he years been touched by the professionalism of both East and West US Airways front line employees. For instance, the airport and in-flight staff based in Pittsburgh and Boston, who have probably suffered more than most over the past years, have been some of the best “faces of US Airways†you could have ever chosen to represent your airline. Yet, I truly believe that your company no longer values the business traveler who day in and day out is the life-blood of US Airway’s revenue stream. I have spent well over $80,000.00 on US Airways tickets in the past twelve months and have consistently been treated as though I am a twice-a-year flyer.
I understand that your company has gone through a very large merger and that there are some growing pains to be expected. Yet, my own organization (a Fortune 500 financial services company) has acquired several other organizations over the past five years. We have never, repeat never, taken our eyes off the number one concern of any business entity—the customer. Indeed, we have continued to undertake marginally unprofitable tasks for the greater good of the entire organization. Therefore, I tend to reject (for example) your closing the Pittsburgh hub on only financial grounds. Virtually any US Airways traveler will tell you that they would much rather change planes in Pittsburgh versus Charlotte, Philadelphia, or Phoenix. A Pittsburgh-San Diego flight may not make as much for the bottom line as a similar flight from Philadelphia, but think of the value-added that the flight provides to your most loyal passengers. A simple “one period in time†spreadsheet analysis can’t show the value of providing your most frequent travelers with stress-free and convenient connections.
I truly ask that you take this letter to heart. I want to continue flying US Airways and remain a loyal customer. I can only ask that you please respond to my letter via U.S. mail or e-mail in a timely manner. I would also be more than willing to travel to Tempe to express my concerns in person.
Very kind regards,
*********
US Airways FF# ********
******, Massachusetts
******, Pennsylvania
Cc:
Sherri Shamblin
Scott Kirby
Travis Christ
Mr. Douglas Parker
Chairman and C.E.O.
US Airways, Inc.
111 W. Rio Salado Parkway
Tempe, Arizona 85281
Dear Mr. Parker:
I am writing this letter as a concerned customer of US Airways, Inc. In sum, I have been thinking about writing this letter for the better part of six months. Recent in-flight experiences and corporate “news†announcements have prompted me to take the time to put my thoughts on paper.
First, just a little background on myself. I have been flying US Airways regularly for business and school since 1995. Before that, I have very fond memories of traveling back and forth on USAir’s DC-9 aircraft between Pittsburgh and Birmingham, Alabama to visit my family (this was a monthly journey from the ages of 8-18). Over the past 10 years of flying, I have used US Airways almost exclusively for my air travel needs. Indeed, this year I will attain my Chairman’s Preferred status for next year in October. I believe this level of travel demonstrates my commitment to you as my air carrier of choice. I have been one of the countless travelers that have stood with US Airways through two bankruptcies, several safety concerns in the 1990’s, and the continued reduction of service in Central and Western Pennsylvania. However, for the first time in my traveling history I am seriously considering giving my business to another airline.
Living in both the Boston and Pittsburgh regions, I am somewhat programmed to book my travel on US Airways due to the market dominance that you have in these markets. While the flight service level in Boston has remained relatively constant as opposed to the cutbacks at Pittsburgh International, I have endured a rather nasty year of traveling on US Airways. I can no longer count the times my bag has gone missing upon my arrival (mostly when I travel through Philadelphia), the continued check-in delays due to the lack of properly trained ticketing and gate agents, and the continued diminishment of in-flight services. Simply put, the issues that have plagued my travel in 2007 have pushed me to the brink of moving all of my business to another airline. This is the first time I have ever considered doing this.
While US Airways has indeed a strong hold on the Northeast markets (and has for decades), there are more options now than ever for business travelers such as myself. For instance when given the option of traveling between Boston and State College, PA, I can choose US Airways or Delta Air Lines. Due to the fact that I must now exclusively change planes in Philadelphia when traveling on US Airways (a passengers worst nightmare), I have truly given serious considerations to switching to Delta Air Lines as my carrier of choice. Sure, I will have to change planes in Cincinnati to fly from Boston to Pittsburgh, or virtually any other destination, but its becoming a reasonable option to consider due to my concerns mentioned earlier in this letter. Simply put, Delta currently delivers more reliable on-time performance and a better coach and first class in-flight product. While switching airlines would certainly add time to my travel on paper, I would venture to guess it is not as much as one would think, due to multitude of US Airways delays and sub-standard product offerings.
I do not want to limit this as just a complaint letter. I have over he years been touched by the professionalism of both East and West US Airways front line employees. For instance, the airport and in-flight staff based in Pittsburgh and Boston, who have probably suffered more than most over the past years, have been some of the best “faces of US Airways†you could have ever chosen to represent your airline. Yet, I truly believe that your company no longer values the business traveler who day in and day out is the life-blood of US Airway’s revenue stream. I have spent well over $80,000.00 on US Airways tickets in the past twelve months and have consistently been treated as though I am a twice-a-year flyer.
I understand that your company has gone through a very large merger and that there are some growing pains to be expected. Yet, my own organization (a Fortune 500 financial services company) has acquired several other organizations over the past five years. We have never, repeat never, taken our eyes off the number one concern of any business entity—the customer. Indeed, we have continued to undertake marginally unprofitable tasks for the greater good of the entire organization. Therefore, I tend to reject (for example) your closing the Pittsburgh hub on only financial grounds. Virtually any US Airways traveler will tell you that they would much rather change planes in Pittsburgh versus Charlotte, Philadelphia, or Phoenix. A Pittsburgh-San Diego flight may not make as much for the bottom line as a similar flight from Philadelphia, but think of the value-added that the flight provides to your most loyal passengers. A simple “one period in time†spreadsheet analysis can’t show the value of providing your most frequent travelers with stress-free and convenient connections.
I truly ask that you take this letter to heart. I want to continue flying US Airways and remain a loyal customer. I can only ask that you please respond to my letter via U.S. mail or e-mail in a timely manner. I would also be more than willing to travel to Tempe to express my concerns in person.
Very kind regards,
*********
US Airways FF# ********
******, Massachusetts
******, Pennsylvania
Cc:
Sherri Shamblin
Scott Kirby
Travis Christ
