Thank you to ART IN ISP for your reply and is totally accurate. our current management has no clue how to handle the EAST. the folks out here are numerous and need to be handled efficiently and professionally. the EAST flyers have been invaluable to US and especially to the frontline employees. WE ARE THE BEST. but you wont read that in the papers but we hear it from people like you which makes us get up out of bed and go to work and do the best we can with the TOOLS given to us. believe me when i say that myself and my co-workers take an extra breath when we hear a loyal customer tells us that they are now going to fly another airline.. i agree.. ENOUGH IS ENOUGH.. i dont blame you all. but just do the frontline US employees a favor that when you folks are flying the competition if you have time come by the US ticket counter or the gates and say HI. we do and we will miss you
Elite travelers leaving US
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just an addition to my last post. and ispeak honestly on behalf of the thousands of frontline employees of this company.. it doesnt get any better when you are working the ticket counter and see the same frequent flyers in the preferred line and you know them and you already have their boarding pass and bag check ready for them when they walk up. talk about service... yeah talk about service. when we converted to Sabre in 1999 the AA folks were amazed that when we checked in customers we would try to fix their seat assignment. AA folks would say who cares give them what they got.. at US we dont do it that way. ive got over 30 years now with this company and have seen many great co workers leave now i see our best customers leaving. sad. really sad.
Why would anyone sign a guarantee to an airline promising a level of activity? And how enforceable could that be if the person doesn't travel as much as this so-called guarantee stipulates? I've never heard of such a thing when asking for a status match.
to PINEY BOB. there is with certain companies an agreement to meet certain travel during a prescribed time. this has been going on for years i know i was involved with them changing their status from one airline to another but they did have to sign a paper stating you will fly so much during this time period.. maybe that has changed and the competition feel who cares we got you and we dont care how much you will fly in the future. it still hurts US> a simple fix . treat them like humans . We do not provide customer service anymore. its called CUSTOMER PROCESSING. check in go.. next.. go next go sorry i dont have time for you.. next go next go.
2clippedwings
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I'll relate a situation that I personally witnessed a couple of days ago in one of our northeastern US airports.
A US agent apparently was only supposed to be directing customers to kiosks. One of the people she was directing needed extra assistance and she willingly took the initiative to assist.
Next thing you know, she has been summoned behind the counter by a supervisor and dressed down in no uncertain terms how she is NOT supposed to help people check in blah blah blah. I was in internal customer but a customer none the less and I was embarrassed to hear a supervisor harshly tell an agent NOT to assist. The agent was fighting tears.
:down: Real nice situation for customers to witness and for an employee trying to do a good job. :down:
We are leaving. I've been a diehard Chairman's since 1999. Starting in 2004, I started to split my flying between NW and US. Starting in 2007, I'm almost exclusively NW unless I need a short hop on the east coast. It's ludicrous that when I book a DCA-west coast flight that scoring an upgrade is this difficult in advance. With NW, at least 3/4 segments usually upgrade at my upgrade window, and NW has been upgrading their First class service. They also serve meals on meal flights. I routinely fly SEA-MSP-DCA, leaving SEA around noon. I get lunch on SEA-MSP and dinner on MSP-DCA -- both flights that US would never serve a meal on since they are under 3.5 hours.
I'm also sick of calling the Chairman's phone line and getting busy signals, having the system disconnect me and the like. Also, many of the regular faces at DCA and SEA who used to help me so often have left US. I just see don't what the value proposition is anymore.
I'm also sick of calling the Chairman's phone line and getting busy signals, having the system disconnect me and the like. Also, many of the regular faces at DCA and SEA who used to help me so often have left US. I just see don't what the value proposition is anymore.
LCC_#1
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Now USFlyer, there those EAST coast flyers and employees go again seeing the glass half empty. You would complain about Santa Claus (sarcasm).
US Airways should hire Bagdad Bob to try and convince the Easties everything is ok.
Not sure how to take this. I'm not whining or complaining. Just saying that most competitors offer a better value proposition than US does today. And, I hear what everyone is saying about how the frontline employees are very good. They are, when you get someone who's been around for more than a fleeting moment.
LCC_#1
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the employees who are left with the USAirways and not AWA are far and few compared to about lets say 3 years ago. after the 2nd BK many said enough. many left to do other things.. they felt as many veteran employees of the company feel this way.. WE can not provide the high level of service that we provided prior to the merger that goes for frontline fleet maintenance inflight and cockpit and rez. the tools that have been given to us and the product we sell is not top shelf or close to it. the competition sees it and more importantly the regulars who have stayed on. there are customers who besides the top level flyers who lost bags havent seen them since the March Madness weather month in the northeast and many who have had complaints who have not been answered even by email. talk about like feeling you are being blown off.
the story about the agent who was been reamed by a supervisor over the kiosk assist thing i can believe. when kiosks first came out they were for a customers convienence but in actually besides the convience when the kiosk worked for the customer it was to cut back the workforce. all airports were to have a designated QUE agent who would direct the customer to the kiosk . if it worked there would be an agent to tag your bag. if it did not work then you were to wait by the machine and an agent would ASSIST you with it. the sup who scolded the agent in front of customers should have known better but we have alot of 8.50 per hour sups out there besides talking to a co worker in front of customers will tell you level of professionalism that sup has. but you know at US in the East are UNIONIZED and the agent should file a complaint with his/her rep. i understand that the AWA West sups are not union.... i laugh though i never heard in any business where there are unionized supervisors
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