Awful QUIET in the desert

[AstroLounge]

Things seem to be rather quiet from the banks of the Rio Salado. Management appear/go like the groundhog. Is it possible the ENTIRE executive team was involved in Cookie Negotiations with Biscoff? A recent communique from the Sandcastle informed the masses that there will be "substitution of rations" until the convoy of Biscoffs arrive. (My guess is they will sub with the Granola bars.........some a/c literally have enough on board to circle the Earth). 😛

 

[AstroLounge]

Piney Bob, your post is soooo acurate. What really amazes me is WHY the WEST employees are so silent. Are they so accustomed to such a mediocre airline that they DON'T KNOW better or so jaded they couldn't care less? Without doubt, this Mgmnt team is in WAAAAAAAAY Over their HEADS (operational performance and inability to correct it) shows it. What Tempe has done to the former EAST operation (its a/c, product, FFprogram & customer base) cleanes ALL the sins of former Mgmnt.....well, almost. :down:

 

[Itestwell]

I hate to say it, but I think most of these operational problems boils down to a "regional airline" mindset trying to run a global operation. Nothing more, nothing less. At least they finally have realized they are in way over their heads and have called in some consultants..... Let's hope it ain't too little too late.... 😱

 

[nycbusdriver]

Piney -

Just what exactly is the best way to file with DOT? Is there a particular address?

I was thinking that it would be great to print up and carry pre-addressed post cards to the DOT to just hand to irate passengers when this crap inevitably occurs.

If all the employees with customer contact had these ready to hand out, Doogie might finally DO something.

Nothing seems to phase him, but I have heard that the our toilet-level DOT numbers are driving him a bit berzerk. Maybe we can drive those numbers down through the earth's crust by making it easier for passengers to voice their "concerns" with Doogie through the medium of the DOT.


Getting back to the thread, though, I suspect that things are quiet due to the holiday week. Most probably took off for the Independence Day holiday and will return when the holiday is officially over in their mind...sometime after Labor Day.

 

[A320 Driver]

I hate to say it, but I think most of these operational problems boils down to a "regional airline" mindset trying to run a global operation. Nothing more, nothing less. At least they finally have realized they are in way over their heads and have called in some consultants..... Let's hope it ain't too little too late.... 😱

Sounds too similar to the US Air, PSA, Piedmont debacle. The airline that couldn't make up it's mind what it wanted to be when it grew up.

They have this franchise and can't seem to define it or steer it. I think that's why we keep hearing status quo and no growth. They have no idea what to do with it except to keep it almost exactly as it is...such as it may be.

NEWS FLASH: There is not a bottomless pit of customers to tick off.

NEWS FLASH: You can't make it without your labor force on board.

NEWS FLASH: Nothing changes if management has no vision of what they want this airline to be in 10 years.

A320 Driver B)

 

[nycbusdriver]

Sounds too similar to the US Air, PSA, Piedmont debacle. The airline that couldn't make up it's mind what it wanted to be when it grew up.

You're right. So the solution was to close down all of PSA and a good portion of Piedmont and refocus on the core market in the northeast (which is all they thought they knew) because SWA would NEVER think of coming to our precious northeast fortress markets. They can't handle the weather, the congestion, the delays, the northeastern passengers, etc.

And the rest, as they say, is history. Just as USAirways has since almost become on more than one occasion.

 

[TechBoy]

Was chatting to a couple from Elmira, NY while waiting in DFW for my flight. Booked on US because they were $300 cheaper and her exact words to me were, "The crap they've thrown at us on this trip didn't justify the $300 we saved. Next time I'm driving to SYR, ROC or BUF where I have more options" I explained to them how to file a DOT complaint, and how to get reimbursed for a "destroyed" bag that had items stolen from it. I also showed then how to contact US Airways in the most effective way and what the value was in filing with the DOT. I hope they follow through. If you take their story and divide it in half figuring they're embellishing they still got hosed.

The sour taste of poor quality lingers loong after the sweetness of low price is gone.

The problem with this theory is that it doesn't agree with the facts. The market research on airline seats (non-premium class) is that almost all decisions are made on price. The only 2 things that trump price on a meaningful amount are FF program loyalty and nonstops. People will complain bitterly about particular bad experiences but will go back and buy the cheapest fare available over and over.

 

[AstroLounge]

The problem with this theory is that it doesn't agree with the facts. The market research on airline seats (non-premium class) is that almost all decisions are made on price. The only 2 things that trump price on a meaningful amount are FF program loyalty and nonstops. People will complain bitterly about particular bad experiences but will go back and buy the cheapest fare available over and over.

Don't BELIEVE simple statistics when it comes to Market research. (And I majored in Marketing). When I am personally DONE WRONG by a Business or Organization, You (that Company) will pay dearly......I will use every medium avail to destroy your future business and you will certainly NEVER get mine in the process. The Power of the People and the corresponding Dollar have much to say NOWADAYS.....customers will ONLY PUT UP WITH SO MUCH. Dougie and Co. have been on THIN ICE for some time and at this point THEY are the JOKE . Bringing in all the consultants in the field will NOT change a thing IF the majority of your employees think that the Company is managed by Cheap, drunken fools and unwilling to change.

 

[EMBFA]

I'll tell you whats going on in Tempe. Calls to Elk Grove Village and Eagan. "Wanna merge? Ok, well get back to us if they both say no."

 

[jimntx]

People will complain bitterly about particular bad experiences but will go back and buy the cheapest fare available over and over.

Amen. I had a woman practically screaming at me on the a/c the other day during a delay. "American Airlines does this to me every time I fly your crappy airline."

I tried, but could not stop my mouth from saying, "And, yet you continue to book on us. Why?"

She looked like she had been shot, but she turned around and went back to her seat without saying another word.

 

[Travelpro72]

Just listening to Scott during the latest crew news session in CLT with the flight attendants you clearly can see they have absolutely NO idea of what to do. The ANSWERS he has to some of the problems shows. They are more out of touch with the operation and their solutions shall fail I assure you. As for the passenger that complains about "Every time I fly your airline" I feel the same way. If I don't like the service of walmart I don't shop there. Now this is how I feel about the casual passenger, not our loyal FF's. They most often are stuck with usairways without jumping ship and doing the connection through another carriers hub. I don't HOW we have kept the few ff's we have such as Piney. Most of the folks in coach though would sell their soul for the $98.00 fare. I wish we would link up with United. Though they have their problems I'm sure we'd run better with them than we are currently.

 

[diogenes]

I have no experience with AWA, but it sounds like AWA was to US what US was to PSA and PI.

The fall-off in service and operational reliability after the PI/US merger was appalling. Management lost operational control of the airline twice, and frontline grunts pulled it out of the nosedive.

Sounds like more of the same. Except the troops aren't gonna go to the mats this time.

 

[autofixer]

. Management lost operational control of the airline twice, and frontline grunts pulled it out of the nosedive.

Sounds like more of the same. Except the troops aren't gonna go to the mats this time.

AMEN!

 

[2clippedwings]

Piney -

Just what exactly is the best way to file with DOT? Is there a particular address?

I was thinking that it would be great to print up and carry pre-addressed post cards to the DOT to just hand to irate passengers when this crap inevitably occurs.

If all the employees with customer contact had these ready to hand out, Doogie might finally DO something.

Nothing seems to phase him, but I have heard that the our toilet-level DOT numbers are driving him a bit berzerk. Maybe we can drive those numbers down through the earth's crust by making it easier for passengers to voice their "concerns" with Doogie through the medium of the DOT.
Getting back to the thread, though, I suspect that things are quiet due to the holiday week. Most probably took off for the Independence Day holiday and will return when the holiday is officially over in their mind...sometime after Labor Day.

From an earlier thread:

Dept of Transportation Air Consumer Protection Division(24 hours per day) 202-366-2220 to leave recording.
Calls are returned M-F between 0730 and 1700 Eastern time.
Letters and emails are reviewed and acknowledged and forwarded to an airline official for further consideration.
Mailing address:
Aviation Consumer Protection Division, C-75
US Department of Transportation
400 7th Street, S.W.
Washington, D.C. 20590

Email address: airconsumer@dot.gov

They request, name, address, daytime phone with area code, name of airline, flight date, flight number and origin and destination cities of complaint.
*********************************************************
ADDED: All complaints to the DOT are entered into the DOT's computer monitoring system and are charged to the company in question in the monthly Air Travel Consumer Report. This report is available to consumers and the news media.

 

[Prince of PAWOBs]

I'll tell you whats going on in Tempe. Calls to Elk Grove Village and Eagan. "Wanna merge? Ok, well get back to us if they both say no."

That wouldn't have anything to do with KingLobJaw's trip to Tempe, would it?

You know how well he does with mergers...