August 24, 2007
Mr. Douglas Parker
US Airways President & CEO
111 West Rio Salado Parkway
Tempe, AZ 85281
Dear Mr. Parker –
Perhaps never, during the “downward spiral†that US Airways has taken, has this quote in the May “About US Q&A†been more apparent:
“we have said before that we're willing to take a hit on one front to make strides on another, namely first class flyer perception vs. an increase in revenue..â€
-- About US, Q&A, May 2007 – “Fleetâ€
On August 8, 2007, I boarded US Airways flight 742 with family, clients, and friends for a trip to BCN where we caught a Royal Caribbean Cruise to see several cities in the Mediterranean. Each of us were sitting in “Envoy,†12 of us in all. Embarrassingly enough, my most important client, his wife and 3 children along with 3 of their friends were eager to fly US on my recommendation.
What a HUGE mistake, I wish dearly I could “do over.â€
Amongst the many observations were these:
• Filthy, disgusting, dilapidated, un-kept, Envoy cabin
• Outdated, old, amenities
• Faulty equipment which did not work
• Pieces of the flooring coming apart
• On board apologies from flight crew for a lavatory that did not work and was blocked off
• On board apologies from the flight crew for video equipment that did not work
• Average, at very best food and wine, NO ONE in my party, on the starboard side of the aircraft got their choice of meal. NO ONE, 7 for 7.
(Pictured Documentation Attached, MANY More Pictures Available)
I was very disappointed by the fact my wife’s “In Flight Entertainment System,†in addition to needing a glove because it was so filthy and coated with grime, didn’t work. It’s a treat for her to travel with me and she rarely raises a fuss, but she was disturbed enough that she suggested we find another airline for this type of travel. I peered over at my client’s best friend and snapped a picture of how disgusting his IFE screen was. My foot rest did not work. The list goes on.
When we arrived in BCN, our family, clients and friends all commented on how disappointing and downright disgusting this aircraft was, a complete embarrassment for me to suggest we fly US Airways. The topic came up multiple times and I’m reasonably certain US Airways will hear from a number of these people.
There were only three bright spots: ONE, the “Envoy Lounge†in PHL is very nice, TWO, our F/A “Alfred†made the best of a very clearly awful situation and did a nice job with what tools he had and THREE, our flight and luggage did arrive on time.
Our return was â€marginally†better. The IFE system was still substandard, reminding me of traveling in the ‘80’s. My client’s daughter (Seat 4A) had to deal with a seat that was broken with a missing tray table cover in the arm rest and could therefore not “put her elbows up.†The airplane was slightly cleaner, the IFEs were filthy and disgusting to the touch.
I’ve been a very, very loyal US Airways customer since March of 1988. I was, perhaps, as excited as anyone to learn the news of the merger with America West. After watching the “America West way†being integrated into US Airways and stripping every last ounce of dignity of a once proud airline, I wonder if almost any other option would have been better for US Airways.
The pricing of tickets on US Airways is so silly, it’s almost comical. I gave up actually paying for “premium products†as of April 1, 2007. (This Envoy ticket, regrettably, was purchased in March 2007) All US Airways competition has equal or lower pricing for premium products….refundable. US Airways continues to insult the intelligence of the business traveler by offering non-refundable fares that are, in many cases, HIGHER then the competition’s refundable fares.
The premium product is poor, significantly poorer then the competition. Frankly, NO ONE has as poor service as US. NO ONE.
And, the coach service is more cramped and uncomfortable then ever. Removal of First Class seats in the domestic fleet and newly added coach seats makes for a service I prefer not to purchase.
Coat closets are gone, should be fun in January in the Northeast where I live. Overhead bin space is full of equipment, not space for business travelers….why would someone actually want to purchase the “premium†product?
When talking to various US Airways employees, asking them “why is this happening?†they point the finger at Tempe and the new management, arguing, “passengers don’t want to pay for the service and the space.â€
Besides the fact that this is flawed thinking and strategy, blaming your customers for US Airways’ inability to sell a product seems shortsighted to me: WHY ON EARTH WOULD A BUSINESS TRAVLER LIKE MYSELF WANT TO ACTUALLY PURCHASE A SUBSTANDARD PRODUCT LIKE THIS? NON-REFUNDABLE? AND HOW ARE THE OTHER CARRIERS DOING IT? PROFITABLY?
I’ve also been called on the phone by people in the Tempe Executive Offices and told, “we know we have work to do, we’re trying,†yet, US Airways had ZERO problem taking my hard earned money for Envoy Tickets (and before that, a number of First Class tickets) and NOT delivering a respectable product. Meanwhile, the company makes money and the management team scores monster bonuses….because, when all else fails, refer back to “The New US Airways Golden Rule #1,†“we have said before that we're willing to take a hit on one front to make strides on another, namely first class flyer perception vs. an increase in revenue..â€
And US Airways wants to be awarded service to China? I dare suggest that’s laughable.
Fortunately for me, I can and will get off the crazy carousel and move on.
I do not want a voucher. I do not want additional Frequent Flyer miles. The only potential remedy for this completely unacceptable situation is for US Airways to do the right thing and “stand behind their product†by offering a partial refund to my credit card. Anything short of that is not acceptable. Printing a letter and sending vouchers saying “we’re sorry….again†is a waist of paper and time. The LAST thing I want is to get on a US Airways flight again, any time soon…..since the company clearly can not and will not put it’s money where it’s mouth is and stand behind its product.
I won’t make the statement “I’ll never fly US Airways again†because there are times when I must and, unfortunately for me, it’s the only way to get from Point A to Point B. However, there was a time, when I was a loyal and proud customer of this company. No longer. Now I use US only when necessary and only when “the price is right,†that means, when it’s dirt cheap. Doesn’t seem like a sustainable situation for either of us now, does it?
Too bad, so sad.
VanTheMan63
Chairman’s Preferred XXXXXX
cc: Ben Mutzabaugh – USA Today
Christopher Elliot – www.elliot.org
Department Of Transportation – United States Of America
Joe Brancatelli – www.joesentme.com
FFOCUS (www.ffocus.org)
US Airways AFA MEC (PHL)
Flyer Talk (www.flyertalk.com)
US Airways ALPA MEC
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