Elites leaving in droves!

[Singleflyer]

One question I have is; What is an "active" elite flyer.

My CP card says I am a member unit 2/08.

However in reality I am not "active" since I have not flown on US since April, and have no plans in the near future to fly US. Therefore my revenue stream is not active.

It at all roses at NW either, they canceled today's flight last night due to lack of crew. I was aware of the posibility and almost booked on another carrier (CO) but a direct flight is great. So far it should work out OK, but I am not sure at this time if I have an UG.

 

[nycbusdriver]

We've all heard it: "There are three kinds of lies: lies, damned lies, and statisitics."

The statistics on the rosy outlook for frequent flyers numbers come from Tempe's own statisticians. We must take them with a grain of salt; at least those of us who know how skewed they can be when expedient to one's argument.

And it has only been the last 6 months or so that the operation has slid full-throttle into the cesspool, so the numbers may show growth for now. But those numbers reflect history. What is happening NOW will not be reflected for months to come.

But the anecdotal evidence is real-time. If in fact the Chairman's Club (or whatever the FF lounge is called) workers are seeing a noticeable drop in the usual FFs, then THAT is the reality RIGHT NOW. And if those FFs have moved on to better airlines, they are not likely to ever come back absent some real leadership at the top (think Gordon Bethune-type leadership.)

 

[ALCARLOS]

I just can't count on them to get me where I need to be reliably.

Do you see the assignment of the four operational spare airplanes and the lengthening of the day by 30 minutes to have a favorable impact on reliability?

 

[Art at ISP]

AL,

Unfortunately, I do not. It may help a little, but it will not alleviate crew, mechanical, labor, SHARES and other issues which increase the odds of irregular operations, and when they occur, the ability of the fine front liners to help customers.

The only thing which will really help is for management to do an about face, admit they were wrong, and LISTEN to the employees and customers. Unfortunately I don't think it will ever happen.

What you mention is perhaps a bandaid approach to a hemmorhage.

 

[BoeingBoy]

What you mention is perhaps a bandaid approach to a hemmorhage.

Exactly, Art - it's another sign of the underlying problem. Instead of fixing the operation they're applying bandaids to make the numbers look better. Just like further padding the block times of chronically late flights instead of fixing the problems that cause them to be chronically late - they magically appear to be on time more often but still arrive at the same time as before.

Jim

 

[zeke320]

From a CP who flies UA quite a bit, they are not even as good as US. My last five trips on UA have all had some sort of snafu ranging from cancelled flights, delays resulting in missed connection, or lost luggage. Sure I would expect maybe 1 in 5 or 10 trips to encounter a problem, but 5 for 5, forget it. This goes beyond mere coincidence. I don't have that kind of bad luck on US. And when the poop really hit the fan, UA in some instances, was far worse than US in their attempts to fix the problem. So to single out US as being far worse than the rest of the airline industry doesnt seem to be a credible approach in my view.

 

[SS255]

It seems to me that elite numbers are probably the easiest to manipulate. Don't forget that there is essentially a 14-month lag....By July of 07, we have all elites who earned status in '06 for the '07 calendar year, as well as "new" elites who have already earned status in '07 for the '08 calendar year. Many of the original '07 elites may not even be flying US anymore, but as far as US is concerned, they are still considered elites. The counter re-sets on March 1, 2008, and I'll bet the numbers will be waaaay down....not that Tempe would ever own up to it. They can issue a statement that elite ranks are up, and not disclose that their data is based upon the number of elites on February 28, 2008... or better yet, as Tempe would spin it..."the first business day following February 28, 2008." For those of you who are paying attention, the first business day following February 28, 2008 is Friday, February 29....with Saturday, March 1 being the first day of the new elite year.

 

[Phoenix]

Exactly, Art - it's another sign of the underlying problem.

The underlying problem is obvious. They have a MO of abusing the people who were hired long ago to sort out the inevitable problems.

 

[Art at ISP]

Zeke,

While having 5 of 5 problems on UA is sad, it is the exception rather than the rule. True, UA is sinking fast (my colleague had a terrible experience at LGA this week), but US remains the bottom of the heap, and there is no improvement in sight.

The first step in fixing a problem is acknowledging you have one, and Tempe is slow to do that-they give lip service and half hearted apologies instead of concrete solutions.

All airlines are having problems. US just has other unique issues which compound the problems they share with everyone else.

 

[cageyjames]

Technically I'm still an elite this year even though I don't fly US anymore. Take a look at the stats next year and you'll see me gone.

 

[zeke320]

The first step in fixing a problem is acknowledging you have one, and Tempe is slow to do that-they give lip service and half hearted apologies instead of concrete solutions.

I agree with you on most points Art and admire your hard work to improve customer service at US. From what I read, you are definitely closer to the smoke and mirrors than myself. But to expect a company not to put the best spin on a situation seems a bit off. The consequences not to do so may be dire, such as resulting in lack of investor confidence (which may already be the case), and a decrease in valuation of the company.

 

[SS255]

The consequences not to do so may be dire, such as resulting in lack of investor confidence (which may already be the case), and a decrease in valuation of the company.

All an investor has to do to lose confidence in US is to fly them - preferably through PHL with checked luggage at 5PM during the month of July.

 

[Art at ISP]

Zeke,

Your points are well taken, but there is a point when the smoke and mirrors obfuscate the real problem, and those who blow the smoke think there is no problem. I think that is the loop we have entered here.

Of course a company's public face is to spin, but a consumer advocate's job is to debunk the spin wherever and whenever possible.
I take that responsibility seriously.

History shows that there are few ways in which customers can effect real change. Right now, we are using a big one--withholding revenue, and giving it to the competition. I write this from a Presidents Club in IAH, and we're taking a weather delay--but we're getting updated every 10 minutes, and every person here to a one has been nothing but helpful. That's the way it used to be at US Airways.

We will continue to speak up for customers and will continue to support front line employees--we may not be successful, but let it not be said that we didn't give it a good try.

My best to you all......

 

[US1YFARE]

I write this from a Presidents Club in IAH, and we're taking a weather delay--but we're getting updated every 10 minutes, and every person here to a one has been nothing but helpful. That's the way it used to be at US Airways.

that is one thing DL does well too--better than UA and much better than US in my opinion. They make announcements in the club and in smaller clubs they actually came over and told me about delays associated with my flight. the VFF is not mad about weather delays--they are mad about the way US communicates problems--i mean the way that US does not communicate problems. After the February fiasco and what happened to me last week with the CP desk, it makes me feel better that I will not be CP with US next year as it really doesn't matter what your status is because they still treat you like dirt.

 

[crushed]

the VFF is not mad about weather delays--they are mad about the way US communicates problems--i mean the way that US does not communicate problems.

A friend of mine in a smaller staion said that they were told that the only way they would be notified on a HP metal aircraft diversion was via printer. No phone call.
So they have to weed through all the meaningless stuff that comes accross the printer (constantly) looking for a diversion into or from their city.
Communication at it's best!