Bad Weather Forecast In the Northeast

[BuffaloJoe]

Cities Affected: Allentown, PA (ABE); Nantucket, MA (ACK); Albany, NY (ALB); Altoona, PA (AOO); Augusta, ME (AUG); Scranton, PA (AVP); Hartford/Springfield, CT (BDL); Bradford, PA (BFD); Binghamton, NY (BGM); Bangor, ME (BGR); Bar Harbor, ME (BHB); Boston, MA (BOS); Burlington, VT (BTV); Buffalo, NY (BUF); Baltimore, MD (BWI); Akron, OH (CAK); Cleveland, OH (CLE); Columbus, OH (CMH); Cincinnati, OH (CVG); Dayton, OH (DAY); Washington, DC (DCA); Detroit, MI (DTW); Du Bois, PA (DUJ); Elmira, NY (ELM); Erie, PA (ERI); Newark, NJ (EWR); Franklin, PA (FKL); Hagerstown, MD (HGR); White Plains, NY (HPN); New Haven, CT (HVN); Hyannis, MA (HYA); Washington, DC (IAD); Indianapolis, IN (IND); Williamsport, PA (IPT); Islip, NY (ISP); Ithaca, NY (ITH); New York, NY (JFK); Jamestown, NY (JHW); Johnstown, PA (JST); Lebanon, NH (LEB); New York, NY (LGA); Lancaster, PA (LNS); Harrisburg, PA (MDT); Manchester, NH (MHT); Milwaukee, WI (MKE); Chicago, IL (ORD); Philadelphia, PA (PHL); Pittsburgh, PA (PIT); Presque Isle, ME (PQI); Providence, RI (PVD); Portland, ME (PWM); Rockland, ME (RKD); Rochester, NY (ROC); Salisbury, MD (SBY); State College, PA (SCE); Newburgh, NY (SWF); Syracuse, NY (SYR); Ottawa, Canada (YOW); Montreal, Canada (YUL); Toronto, Canada (YYZ);
Date Range: 2/12/2007 2:00 PM ET through 2/15/2007 12:00 AM ET
Revised Ticket Policy: US Airways has relaxed ticketing policies for these markets, which are affected by bad weather. US Airways will waive the standard change fee, advance reservation and ticketing requirements for customers with travel to these markets on the dates above. See our revised ticketing policy below for rules and restrictions. Call 800-428-4322 for more information.

If US Airways service continues to operate to the affected destinations, you can make certain changes without incurring the standard change fee, advance reservation or ticketing requirements:

You can move your entire itinerary up to seven days before or after the scheduled origination date, although you cannot alter the length of your trip.
You can apply the full value of your wholly unused tickets toward the purchase of a ticket to an alternate destination, although travel must originate within seven days of the scheduled origination date.

 

[Barbell]

A quote from a pervious thread about SHARES
"These would be things like waiving fees and not charging for things that should cost money without having to account for them"
A quote like this is an agents worst nightmare in the field. WE DO WHAT IT TAKES TO GET THE JOB

Just out of curiosity john john: what was the rest of that quote? Or were you unable to read it all?

 

[ClueByFour]

Just out of curiosity john john: what was the rest of that quote? Or were you unable to read it all?

His problem reading it all was the overlay barfed and left him without a backing e-eyeball.

 

[Barbell]

His problem reading it all was the overlay barfed and left him without a backing e-eyeball.

Then what's his excuse the rest of the time? Because he is one GD idiot.

 

[US1YFARE]

Because he is one GD idiot.

You're rude :angry:

 

[Barbell]

You're rude :angry:

So? [edited].

And for the record, the rest of that quote was:

It's OK if they waive fees, they just have to justify it... Remember, when in doubt, do what's right for the customer, but everything can not be free.

Apparently with his lack in ability to write a comprehensible sentence, he also can't comprehend that an agent should be accountable for all the fees they waive and stuff they give away. They can do it, they just have to be able to explain why. What's so hard about that?

He took a perfectly good example of how customer service could be proactively handled by ticket agents and turned it into a rant about how poor HP Shares was and how not giving away the farm somehow indicated a lack of planning. Hence the other part of the quote that said:

The one thing a lot of people don't know is that while QIK remains mostly the same for HP agents, the entire platform is moving to an all new Shares, so it's not the lesser version of Shares that HP is currently on.

So, to sum it up, taking care of customers doesn't mean we give away the farm.

HP Shares cannot handle what US will be doing, so we are upgrading to US Shares.

The company continues to proactively manage the schedule and customer service impact as a result of the Northeast storms that the OP indicated.

So saying things like:

A quote like this is an agents worst nightmare in the field. WE DO WHAT IT TAKES TO GET THE JOB

Indicates an agent who doesn't want to be held accountable. john john should feel free to take care of that passenger any way that he feels is appropriate. But he better be able to explain why he did what he did. It's called accountability.

 

[singh4us]

Right, but the customer friendly thing to do would be to issue a statement saying that, because of the weather predictions in the northeast, there will be no charge/fee for changing your travel itinerary from Tuesday, 2/13/07 through Thursday, 2/15/07. GET OUT IN FRONT OF THIS! Don't wait for a meltdown.

Also it would have been nice if a customer friendly advisory would have been added to the daily briefings and N*LAND last week when the tornados ravished central FL. I had an elderly couple purchase one-way full fare tickets to return home because their home was destroyed. The Help Desk/Rates Desk refused to give a waiver allowing them to use their previous return tickets because nothing was updated regarding the tornados.
:down:

 

[john john]

Then what's his excuse the rest of the time? Because he is one GD idiot.

Agents deal with storms every day whether it is a backup on the interstate or a customer showing up in the PM for an AM flight or a job action by a union group or an antiquated reservations system being updated. the list goes on and on and on,,,,,,,,,The US/EAST agents have all been thru a reservation system change before with nightmares fresh in there minds. We are dreading the cut over day and beyond. Accountability is fine for the bean counters and cubicle/office people but when the customers are 250 deep and it is SHOW TIME for the M*A*S*H* agents. Jumping thru hoops slowing down the process is frustrating for the agent and the customers. We need a fast and QUICK system to handle the customers uninterrupted thoroughly. SHARES is not it and the new SHARES the jury is still out.

 

[john john]

agent should be accountable
It's called accountability.

Accountability is being discussed in another thread.

 

[PhxMama]

It,s called Public Relations. All airlines do it.

something hp people know little of. And many flights are full and people can not book on

other flts to get out early if they wanted. Your post was insensitive and you show you

have no knowledge of Passenger service. :down:

Apparently, you have no idea how much of this we deal with. This is still a business and someone has to make the best decision possible. The decison was made, just not according to everyones timeline. HP side has always bent over backwards to help our customers and I am exxtremely proactive in helping our customers. Im sorry you took my post as insensitive but someone with the best info makes decisons that I need to abide by. Been around long enough to know nothing is perfect but we do try. Mama

 

[PhxMama]

I for one have just about all the "Help" I can stand from the HP side.

Oh? Can we keep that in mind for future reference? Would you like those us that try to help to refrain? Now that was insensitive.

 

[kao]

since going seamless I have noticed just about every "east" agent at the gate not charge the move up fee...I just go along with it...I am still learning the other side of ops--even though per training it was supposed to be the same---constantly I hear them ask if the pax would like to get on theflight that is leaving in x minutes....of course the pax says yes...another fee waived....I am all for waiving if the circumstance fits....seems we could be making a bit more cash if this one little move up fee was followed...and BTW I am all for waiving for our own...we have to take care of our own....

 

[ussnark]

Oh? Can we keep that in mind for future reference? Would you like those us that try to help to refrain? Now that was insensitive.

No, your response is insensitive.

As a customer, I would like helpful information, not "spin". I am trying to support "your" company, not run it down. If you cannot help me, I will go elsewhere.

What is wrong with (apparent) PHX people? After years of Franke, responders here seem to act like abused spouses.......even to blaming themselves for their partners pathologies. Is that how you deal with your lack of professionalism, blame the client but not your partner (mgt)?

 

[Richard]

Ladies and Gentlemen,

A brief pause to remind you all that this discussion is about the weather situation and operational issues. As such please keep it on topic--

Personal attacks and name calling are never permissible, and if they continue there will be some time outs to reflect on that policy....

Nuff said.

 

[BoeingBoy]

How's this...

Due to WX/SNOW/LOW CIGS/VIS, there is a Traffic Management Program in effect for traffic arriving Philadelphia International Airport, Philadelphia, PA (PHL). This is causing some arriving flights to be delayed an average of 5 hours and 52 minutes.

Delays by Destination:

* Due to EQUIPMENT/RWT 36L ILS OTS, departure traffic destined to Cincinnati/Northern Kentucky International Airport, Covington/Cincinnati, OH, KY (CVG) is currently experiencing delays averaging 1 hour and 36 minutes.

* Due to WEATHER/SNOW REMOVAL, departure traffic destined to Ronald Reagan Washington National Airport, Washington, DC (DCA) is currently experiencing delays averaging 26 minutes.

* Due to WEATHER/LOW CIGS/VIS, departure traffic destined to Newark International Airport, Newark, NJ (EWR) is currently experiencing delays averaging 1 hour and 10 minutes.

* Due to WEATHER/WIND, departure traffic destined to John F Kennedy International Airport, New York, NY (JFK) is currently experiencing delays averaging 52 minutes.

* Due to WX/SNOW/LOW CIGS/VIS, departure traffic destined to La Guardia Airport, New York, NY (LGA) is currently experiencing delays averaging 1 hour and 30 minutes.

Jim