- Aug 20, 2002
- 360
- 0
JUST GOT THIS ON THE AFA E-LINE 5/30/06.....
757 EUROPEAN FLYING UPDATE
At literally the eleventh hour the Company has informed AFA they will offer a "sort of" First Class service on the three B757 aircraft that will begin seasonal service to LIS (June 4), SNN (June 3) and GLA (May 30).
From the beginning the product was designed to be an all coach service. The aircraft is currently configured with 8 First Class seats and 180 coach class seats. AFA was told the plan was to offer the First Class seats to Chairman's Preferred as a "Premium Seat" with NO other amenities traditionally associated with either First or Envoy Class. The decision by marketing and revenue mangers was to seize the opportunity and get the service started as soon as possible. The plan going forward is to reconfigure the aircraft with an Envoy cabin and service for next year's seasonal European flying. That decision was supported by AFA.
In meetings held with senior company officials in April, AFA was told that InFlight Training and Systems had developed service procedures, galley pack outs and service flow based on an all coach class service. We had an extensive meeting with the Company to review those plans. The procedures were tested in simulations earlier this month attended by AFA. The all coach simulations went smoothly and several suggestions made by AFA were incorporated into the procedures.
Late last week I was told by Ron Cole, VP of InFlight, the Company is revising their earlier planning/model to offer a First Class product this season. Apparently the whiz kids in Marketing and Revenue Management decided they would offer the seats as an upgrade for $200 dollars. I was also told the product would initially include the same coach meal, but in addition other First Class amenities such as free liquor, headsets and some additional food products would be offered to those who upgraded to the Premium Seat. Additionally the Company has decided to add a domestic type First Class meal at some point later this season.
I objected vehemently to this last minute change. Mr. Cole informed me he would take my concerns back to the Company. I was told on Friday by Mr. Cole that the plan was still to go ahead with the First Class product on a "trial basis". Mr. Cole stated that "he believes I am right and if it becomes apparent the new product does not work it will be eliminated."
Rather than take the advice of the experts (us) the Company is going to move forward with a product that will be a bad experience for both the customer and the Flight Attendants and wait for "feedback" to evaluate the decision.
As early as this morning no one at the Company knew exactly what the spiel will be to the customer who is solicited the upgrade. Even if they are told there is no Flight Attendant dedicated to First Class they will expect otherwise. I would, if I paid for an upgrade.
This is contrary to all of the planning and development of the 757 European flying done by InFlight Training and systems and will not work. As we all know if a customer pays for an upgrade they are going to have a sense of entitlement. Every time the "A" Flight Attendant makes a trip to the forward galley to restock they will be stopped and asked for more wine or a drink. This will hamper the ability of the Flight Attendants to efficiently provide the designed coach service to the rest of the aircraft. Additionally the customer will, since there is no dedicated First Class Flight Attendant, most likely be ringing the call bell for service. One company manager even went as far as to say that perhaps the customer could be told by the agent not to ring the call bell for service. God help us all.
One of the reasons this merger was put together was because of the strong International presence of US Airways. Yes the Company was in bankruptcy, but we were not without some valuable assets. One of the strongest of those was our European service.
This decision is flawed. The product will cause confusion for the customer as it will give the appearance to customers who have flown US Airways before that the Company has cheapened the Envoy product. For new customers it will give the appearance that we offer a half-#$* First Class product; which is exactly what we will be doing.
This decision, which I believe came from outside the InFlight department, is ridiculous. You either have Envoy Class to Europe or you don't-there is no in between. That was the premise of the earlier meetings and the original decision to offer the all coach product. The decision to chase after some additional revenue will cost us in the long run.
As with the introduction of the Airbus equipment a "Specialist" program has been created to provide training and evaluate the service. The specialists are not onboard the aircraft to help out with the service. Do not let the specialists help you serve the First Class section. Do tell the specialist of your experience with the product and procedures on these flights.
Please document and report your experiences, concerns and comments regarding this decision to either myself, PHL LECP Laura Albert or Mr. Ron Cole.
Mike Flores, President
US Airways MEC
AFA-CWA
757 EUROPEAN FLYING UPDATE
At literally the eleventh hour the Company has informed AFA they will offer a "sort of" First Class service on the three B757 aircraft that will begin seasonal service to LIS (June 4), SNN (June 3) and GLA (May 30).
From the beginning the product was designed to be an all coach service. The aircraft is currently configured with 8 First Class seats and 180 coach class seats. AFA was told the plan was to offer the First Class seats to Chairman's Preferred as a "Premium Seat" with NO other amenities traditionally associated with either First or Envoy Class. The decision by marketing and revenue mangers was to seize the opportunity and get the service started as soon as possible. The plan going forward is to reconfigure the aircraft with an Envoy cabin and service for next year's seasonal European flying. That decision was supported by AFA.
In meetings held with senior company officials in April, AFA was told that InFlight Training and Systems had developed service procedures, galley pack outs and service flow based on an all coach class service. We had an extensive meeting with the Company to review those plans. The procedures were tested in simulations earlier this month attended by AFA. The all coach simulations went smoothly and several suggestions made by AFA were incorporated into the procedures.
Late last week I was told by Ron Cole, VP of InFlight, the Company is revising their earlier planning/model to offer a First Class product this season. Apparently the whiz kids in Marketing and Revenue Management decided they would offer the seats as an upgrade for $200 dollars. I was also told the product would initially include the same coach meal, but in addition other First Class amenities such as free liquor, headsets and some additional food products would be offered to those who upgraded to the Premium Seat. Additionally the Company has decided to add a domestic type First Class meal at some point later this season.
I objected vehemently to this last minute change. Mr. Cole informed me he would take my concerns back to the Company. I was told on Friday by Mr. Cole that the plan was still to go ahead with the First Class product on a "trial basis". Mr. Cole stated that "he believes I am right and if it becomes apparent the new product does not work it will be eliminated."
Rather than take the advice of the experts (us) the Company is going to move forward with a product that will be a bad experience for both the customer and the Flight Attendants and wait for "feedback" to evaluate the decision.
As early as this morning no one at the Company knew exactly what the spiel will be to the customer who is solicited the upgrade. Even if they are told there is no Flight Attendant dedicated to First Class they will expect otherwise. I would, if I paid for an upgrade.
This is contrary to all of the planning and development of the 757 European flying done by InFlight Training and systems and will not work. As we all know if a customer pays for an upgrade they are going to have a sense of entitlement. Every time the "A" Flight Attendant makes a trip to the forward galley to restock they will be stopped and asked for more wine or a drink. This will hamper the ability of the Flight Attendants to efficiently provide the designed coach service to the rest of the aircraft. Additionally the customer will, since there is no dedicated First Class Flight Attendant, most likely be ringing the call bell for service. One company manager even went as far as to say that perhaps the customer could be told by the agent not to ring the call bell for service. God help us all.
One of the reasons this merger was put together was because of the strong International presence of US Airways. Yes the Company was in bankruptcy, but we were not without some valuable assets. One of the strongest of those was our European service.
This decision is flawed. The product will cause confusion for the customer as it will give the appearance to customers who have flown US Airways before that the Company has cheapened the Envoy product. For new customers it will give the appearance that we offer a half-#$* First Class product; which is exactly what we will be doing.
This decision, which I believe came from outside the InFlight department, is ridiculous. You either have Envoy Class to Europe or you don't-there is no in between. That was the premise of the earlier meetings and the original decision to offer the all coach product. The decision to chase after some additional revenue will cost us in the long run.
As with the introduction of the Airbus equipment a "Specialist" program has been created to provide training and evaluate the service. The specialists are not onboard the aircraft to help out with the service. Do not let the specialists help you serve the First Class section. Do tell the specialist of your experience with the product and procedures on these flights.
Please document and report your experiences, concerns and comments regarding this decision to either myself, PHL LECP Laura Albert or Mr. Ron Cole.
Mike Flores, President
US Airways MEC
AFA-CWA
