Consistency is Key
ARLINGTON (theHub.com) - Inflight Services is implementing a series of changes and upgrades on US Airways flights, following the completion of focus group meetings with both customers and flight attendants.
“Our goal is to provide a product and service that is consistent and that offers a selection of options that meets customers’ expectations,†said Sherry Groff, vice president of Inflight Services.
US Airways has set in motion: restoring hot meals in First Class on transcontinental flights, as of Aug. 1; introducing the FirstUp upgrade program in Caribbean markets; launching a new wine program this month; and selling single snack items such as large-size Kit-Kats and Pringles potato chips.
Other planned changes include In-flight Cafe in Coach Class on Caribbean flights; rum specialty drinks on Caribbean flights; and the removal of pretzels from most flights.
Already, the single sale snack items, and also the SkyFun snack boxes, have proven popular. As both are non-perishable, LSG Sky Chefs can board more items; unopened items can be returned to inventory for use on other flights, saving money and reducing waste; and In-flight Cafe can be offered in markets that logistically could not previously be served.
The flight attendant focus groups evaluated all elements of the products and services offered on Express, MidAtlantic and all mainline flights. The research pointed to perceived inconsistencies in service from segment to segment as well as a lack of expected services on transcontinental and redeye flights.
Groff said, “This full-scale review of each element of the inflight experience means we can better match individual product and service delivery enhancements with our customers’ needs, while also reducing costs.â€
Regards,
USA320Pilot
ARLINGTON (theHub.com) - Inflight Services is implementing a series of changes and upgrades on US Airways flights, following the completion of focus group meetings with both customers and flight attendants.
“Our goal is to provide a product and service that is consistent and that offers a selection of options that meets customers’ expectations,†said Sherry Groff, vice president of Inflight Services.
US Airways has set in motion: restoring hot meals in First Class on transcontinental flights, as of Aug. 1; introducing the FirstUp upgrade program in Caribbean markets; launching a new wine program this month; and selling single snack items such as large-size Kit-Kats and Pringles potato chips.
Other planned changes include In-flight Cafe in Coach Class on Caribbean flights; rum specialty drinks on Caribbean flights; and the removal of pretzels from most flights.
Already, the single sale snack items, and also the SkyFun snack boxes, have proven popular. As both are non-perishable, LSG Sky Chefs can board more items; unopened items can be returned to inventory for use on other flights, saving money and reducing waste; and In-flight Cafe can be offered in markets that logistically could not previously be served.
The flight attendant focus groups evaluated all elements of the products and services offered on Express, MidAtlantic and all mainline flights. The research pointed to perceived inconsistencies in service from segment to segment as well as a lack of expected services on transcontinental and redeye flights.
Groff said, “This full-scale review of each element of the inflight experience means we can better match individual product and service delivery enhancements with our customers’ needs, while also reducing costs.â€
Regards,
USA320Pilot
