I am beginning to feel the pains of frustration whenever the monthly DOT Customer Complaint stats are released. The "new" US Airways is either dead last or second from last on the list.
I used to always ask myself "how can I improve my personal performance and try to make things better?" I am now firmly convinced that it is NOT the employees of this airline that keep us at the bottom of the barrel, but the poor performance and decisions that come directly from the top.
From what I see day in and day out while on the job is that the employees from the ground up are doing a remarkable job with bare-bones tools, substandard equipment, broken this, broken that, etc. We bust our butts to get our planes out on time and try to keep our customers satisfied.
Every time Doug takes something away from us, whether it be glassware, pretzels, layoffs in Boston, reduced seat pitch, removal of closets, butchering of galleys, etc., etc., it makes my job more and more difficult and gives the customer more opportunities to complain. :down:
How can Doug honestly tell us and our customers that we are striving to be the "Airline of Choice"?? The poor decisions management makes to cheapen our product standards have sunk to lows that are even lower than those we knew at America West! When we merged with US Airways it was my sincere hope that we might adopt some of the class that the old US Airways was known for. Doug stripped that away (with exception of the employees that came from the East) before the ink was even dry on the merger agreement.
It is high time that whenever our airline ranks last in Customer Complaints that Doug and his team step up to the plate and admit that it is their fault. The employees have nothing left to give our customers. It has all been taken away by the powers that be and our customers have every right to complain to the DOT. I will no longer accept any personal responsibility, nor should any other employee of this airline, for our low rankings!!
<< whew >> Rant over.
I used to always ask myself "how can I improve my personal performance and try to make things better?" I am now firmly convinced that it is NOT the employees of this airline that keep us at the bottom of the barrel, but the poor performance and decisions that come directly from the top.
From what I see day in and day out while on the job is that the employees from the ground up are doing a remarkable job with bare-bones tools, substandard equipment, broken this, broken that, etc. We bust our butts to get our planes out on time and try to keep our customers satisfied.
Every time Doug takes something away from us, whether it be glassware, pretzels, layoffs in Boston, reduced seat pitch, removal of closets, butchering of galleys, etc., etc., it makes my job more and more difficult and gives the customer more opportunities to complain. :down:
How can Doug honestly tell us and our customers that we are striving to be the "Airline of Choice"?? The poor decisions management makes to cheapen our product standards have sunk to lows that are even lower than those we knew at America West! When we merged with US Airways it was my sincere hope that we might adopt some of the class that the old US Airways was known for. Doug stripped that away (with exception of the employees that came from the East) before the ink was even dry on the merger agreement.
It is high time that whenever our airline ranks last in Customer Complaints that Doug and his team step up to the plate and admit that it is their fault. The employees have nothing left to give our customers. It has all been taken away by the powers that be and our customers have every right to complain to the DOT. I will no longer accept any personal responsibility, nor should any other employee of this airline, for our low rankings!!
<< whew >> Rant over.