Hp West And Phl

[US1YFARE]

Everyone complains about PHL, but I just checked in for my 5th US/West flight in PHL today and it seems that US/East people are checking people in. Although US/East people working the counter, it was a much much better experience. They all were very very nice and friendly. Smiled. Thanked customers. Greeted you. Acknowledged you. They must have gone through US/West training because they were as friendly as the US/West people in PHX and LAS. Someone had too much in their bags and the ticketing agent was very nice to the pax and explained about removing items to make it lighter--no snippiness, no shortness, no unfriendly attitude. DP must be doing something right.

 

[mbmbbost]

By and large, most are great... the agent that met my flight from FRA a week and a half ago could use a couple pointers though. She held the jetway door open, and was totally absorbed with scratching her scratch tickets as we all walked past her. A trivial thing, but not the image she should want to project...

 

[ringmaruf]

I guess it's not possible that the agents were great to begin with. 🙄

If I worked for US, I'd find it insulting that people claim that people are now friendly as a result of HP, as if they were naturally unfriendly before they went through US/West training.

 

[desertgal]

I guess it's not possible that the agents were great to begin with. 🙄

If I worked for US, I'd find it insulting that people claim that people are now friendly as a result of HP, as if they were naturally unfriendly before they went through US/West training.

Get used to it.
Our mgmnt philosophy is "Passenger perception is reality".
Don't let your felings get hurt, but if this is what the customer sees/feels, then it is true.
(whether or not it is ACTUALLY true dosen't matter, it is true to the CUSTOMER)
FAs will get hate mail placed in their files for enforcing FARs.
If the passenger perceived you to be rude, then you were.
It sucks.

 

[mbmbbost]

I've actually thought that what has happened over the last few years has weeded out a lot of the apathetic employees. Most of the time, IMO, the service from employees (not necessarily the service in general) is better than it was on average five years ago.

 

[tahitigirl]

I don't think it's the people that are the problem in PHL. It is just PHL itself.

It is very hard to be positive and productive working in such a pig sty. The city of PHL needs to do something about the airport. I've heard stories of rats the size of small cats, and just the general filth of the facilities.

 

[WNJETFIXER]

By and large, most are great... the agent that met my flight from FRA a week and a half ago could use a couple pointers though. She held the jetway door open, and was totally absorbed with scratching her scratch tickets as we all walked past her. A trivial thing, but not the image she should want to project...

Come on people, you can't teach an old dog new tricks!!!! 😉

 

[US1YFARE]

I guess it's not possible that the agents were great to begin with. 🙄

If I worked for US, I'd find it insulting that people claim that people are now friendly as a result of HP, as if they were naturally unfriendly before they went through US/West training.

I disagree. When i have a problem, it is with gate agents and ticket agents being rude in PHL. These were US/East people and they had a very different attitude. Even the Club people have said to me that the ticket agents and gate agents are in for a rude awakening when they take HP training which the Club people have gone through. It is a different philosophy.

And Tahiti Girl, the airport may be a pig sty, but city is not. When I'm not traveling, I am in the city everyday and it is a great city.

 

[defender]

Ringmaruf & US1YFARE,

Frankly I think the truth lies someplace in the middle of most of the commentary on this thread. Several points....

Now does the airport facility in PHL contribute to the negativity? IMO YES and YES again!!!! Calling the place a pig sty is an insult to pigs. I've not seen the rats but I wouldn't be surprised if every rumor/story were true....

How many of the 7 Terminals do you consider to be a "pig sty"? I mean is "A" a pig sty? is "F" a pig sty? Are "D" and "E" pig stys? Or do you consider the entire airport to be a pig sty? It would be more helpful and more credible if you would narrow your criticism to the specific area associated with your vast travel experience. Since you state in your post familiarity with Hubs - do you consider all of IAH, all of DTW, all of LAX, all of SFO, all of DFW, all of LHR (as examples) to be perfect and not contain any "pig stys"? SOME of PHL needs refurbishment, JUST LIKE SOME OF ALL OF THE AFORMENTIONED AIRPORTS DO. Eventually the airport will be rebuilt and the planning is now actively underway to do so. If you want a perfect Hub airport, you'll need to move to Amsterdam or Dubai.

US Airways personnel problems have NOTHING to do with the facility, they have everything to do with the Company and the pervasive negative attitude of some employees that they are not each personally responsible for making the new company work. Instead they spend every waking hour searching for excuses as to why their work day is so difficult, when in fact the answer is in the mirror. And that is a fact - not a rumor.

I don't think it's the people that are the problem in PHL. It is just PHL itself.

It is very hard to be positive and productive working in such a pig sty. The city of PHL needs to do something about the airport. I've heard stories of rats the size of small cats, and just the general filth of the facilities.

And "Ive heard stories" that you don't know what you're talking about and "I think" people ARE the problem at US Airways in PHL.

 

[ringmaruf]

Get used to it.
Our mgmnt philosophy is "Passenger perception is reality".
Don't let your felings get hurt, but if this is what the customer sees/feels, then it is true.
(whether or not it is ACTUALLY true dosen't matter, it is true to the CUSTOMER)
FAs will get hate mail placed in their files for enforcing FARs.
If the passenger perceived you to be rude, then you were.
It sucks.

Er, I don't work for US. :blink:

I disagree. When i have a problem, it is with gate agents and ticket agents being rude in PHL. These were US/East people and they had a very different attitude. Even the Club people have said to me that the ticket agents and gate agents are in for a rude awakening when they take HP training which the Club people have gone through. It is a different philosophy.

Maybe I'm just not as picky, but I don't have a problem with the PHL employees, and I fly through there about as much as everyone else does. The delays suck. The airport (B/C/D/E) is dirty. The Piedmont employees in F are often...rough around the edges. But I have no problems with the US employees. Again, maybe it's just me.

MOST of the gate/ticket people have been excellent over the 5 years I've been flying. I have had a grand total of 8 "Issues" during that time that I felt warranted elevation to Consumer Affairs.

However out of the total of 8, three involved PHL ticket/gate personnell. The others were a Mesa Flight Attendant, a Shuttle America F/A, A CVG Ticket Agent, A SFO Gate Agent and a PIT Gate Agent. There was an additional PHL Ticket Counter person who was so rude and obnoxious that I didn't even complain because he was so miserable I figured he had enough problems without me adding to them.

Well, since you fly through PHL far more often than other airports, and interact with far more employees there, I'd certainly expect you to have more problems there, all else being equal.

 

[PHL]

Eventually the airport will be rebuilt and the planning is now actively underway to do so.

There are 3 alteratives for which Enrionmental studies are being conducted.

1.) redesign entire field
2.) third E-W runway (27L)
3.) do nothing


1.) Complete redeisgn of entire field and terminal complex. A huge undertaking, probably a 5-7 year project from groundbreaking to completion. Maybe more. But in the long run, this is the best option to provide adequate capacite. Sadly, runway 8-26 isn't even 10 years old, but it's a waste since departures are limited to 8, and arrivals to 26. Plus, it can't handle the regional jets, which weren't really thought of when it was designed.

• Phase 1: extend Runway 9R 27L to the east by 1,500ft to a total length of 12,000ft; take Runway 8-26 out of service to construct new Runway 11L 29R (8,900ft x 150ft); construct new Runway 12L 30R (12,000ft x 150ft)
• Phase 2:take Runway 17-35 out of service to construct new Runway 11R 29L (8,000ft x 150ft) 1,200ft to the south of and parallel to Runway 11L 29R
• Phase 3: take Runway 9R 27L out of service to construct new Runway 12R 30L (10,000ft x 150 ft) 1,200ft to the south of and parallel to Runway 12L 30R; replace Terminals B through F with Centerfield Terminals 1 through 6

2.) New Runway 27L, expansion of existing runway 27R. This would require, among other things, relocating the UPS facility, currently their largest NE hub operation.

• Phase 1: extend Runway 8-26 to the east by 2,000ft to a total length of 7,000ft; extend Runway 9R 27L to the east by 1,500ft to a total length of 12,000ft
• Phase 2: construct new Runway 9R 27L (10,000ft x 500ft) south of existing Runway 9R 27L, which would be renamed Runway 9C 27C

 

[heyray]

Total redesign has got my vote.

I'll bet Ty Pennington and his crew could have it done in a weekend! lol

 

[D M G]

US Airways personnel problems have NOTHING to do with the facility, they have everything to do with the Company and the pervasive negative attitude of some employees that they are not each personally responsible for making the new company work. Instead they spend every waking hour searching for excuses as to why their work day is so difficult, when in fact the answer is in the mirror. And that is a fact - not a rumor.
And "Ive heard stories" that you don't know what you're talking about and "I think" people ARE the problem at US Airways in PHL.

You must be management because you don't have a clue as to what you're talking about.