Ffocus On Phl

jimcfs

Veteran
Aug 8, 2004
983
8
Athens, WV
www.cfld.com
The following appears in the most current issue of the US employees' newsletter and found on a recent post on FlyerTalk. There is also info on the FFOCUS website.



FFOCUS on Philadelphia

What do four customers who travel regularly through Philadelphia do with time off prior to the holidays? If you answered, “Extend utmost appreciation to Philadelphia-based employees by stopping by to shake hands,†you would be correct.

Members of FFOCUS, or Frequent Flyers Organized and Committed to US Airways Success, did just that before the Thanksgiving holiday weekend. Gretchyn Bailey, Tom Bascom, Robert Johnson and Jim Johnston enthusiastically greeted employees from Flight Operations, Inflight Services, Fleet Service and Customer Service during their daylong visit on Monday, Nov. 22.

The get-together was the brainchild personally requested by the FFOCUS members and orchestrated by Managing Director of Corporate and Consumer Affairs Deborah Thompson and Philadelphia’s Director of Infrastructure Rudy Barthelemy, who served as the group’s escort through the airport.

The four customers created an engaging and fun atmosphere to praise employees as workers reported for duty and also throughout the day in breakrooms. The majority of employees responded positively to the quick visit, candidly discussing matters from airfare pricing structure, to media coverage of US Airways and the airline industry, to holiday travel and first-time travelers.

Several employees openly said that the last thing anyone wants to do is jeopardize the relationship with the customer. “The customer is the one who pays our salaries and keeps us in business,†was a phrase heard often throughout the day. Employees also candidly noted that it is “frustrating and discouraging†to see negative press in the news regularly. FFOCUS members countered this with honest, open discussions during which they encouraged employees through their words and personal travel anecdotes. The customers were quick to mention, as well, the importance of each employee’s job on the overall operation.

Employees were personally thanked for providing consistently professional and timely service during every aspect of the travel experience. Gold Preferred member Jim Johnston of West Virginia acknowledged that “during this time of holiday travel and busy terminals, adding in the current pressures facing every work group, now more than ever we wanted to express our gratitude for everything you do.â€

Added Gretchyn Bailey, a Chairman’s Preferred Dividend Miles member from Pennsylvania, to employees, “There are a number of customers just like us out there. We are just a representative sampling of the number of customers who feel this way, and we felt that it was important that we let you know.â€

When talking with the FFOCUS members, Philadelphia-based Inflight Supervisor Andrew Schiavello thanked the group for generously giving of their time and for sharing their genuine appreciation. “It means a lot to the work groups when customers respond to them,†he said earnestly.

The customers were cognizant of the incentive programs under way to thank employees for excellent attendance and service through the busy holiday period. Chairman’s Preferred member Tom Bascom of New Hampshire said thoughtfully, “We wanted to join the effort by thanking front line employees from a first-hand customer standpoint for the wonderful service they provide every day.†Bob Johnson, a Chairman’s Preferred member of New Jersey added, “This is a high pressure time for US Airways employees, and an appropriate time to express our gratitude.â€

Now, with the Thanksgiving holiday behind us, and the Christmas and New Year’s holidays approaching, US Airways employees will continue to meet challenges head on and work in tandem to ensure our customers get where they need to be. Managing director of Operations Bob Maloney said it following the Thanksgiving travel period, and it still holds true today: “At the end of the day, that’s our greatest joy -- overcoming tough situations and reuniting friends and family.â€

We look forward to providing our customers with excellent, unbeatable service throughout the holiday season and into 2005.