Kiosk and Tempe not in sync......

[SparrowHawk]

You are right, the trivial complaing (and constant I HATE US attitude) on this and certain other websites does 100% detract from real issues. The same applies with postings in other airlines forums.

Seriously, cant you find another airline to hate?? Do you even fly US anymore?

Once again you choose to make the poster the issue and not the issue itself. If you wish to direct your venon at me you may do so at your liesure.

I DID NOT botch the Res Migration.
I DIDN'T saddle agents with a system that takes 20 to 30 percent LONGER to complete a transaction.
I DIDN'T Misspell Sweeden, in Swedish on the Kiosk
I Also DID NOT leave cities that US no longer serves on the kiosks

NOOOOOO, all of the above was done by "The Good Enough Gang". In all of my business career I've never heard of a company where the CEO says to the employees, "We don't need to be Great, Just Good Enough" So now what is transpiring here is a debate on what constitutes "Good Enough".You choose to make it personal which of course is your perogative.

While I'm ever so slightly annoyed, why not chew on these few links for another's view. BTW the wire services I hear are beginning to pick this up. Once again I had NOTHING to do with what you read. I report, you decide.

CHAPTER TWO: MS. Patricia (identifying information removed by moderator per TOS) MAKES IT PERSONAL

It started the moment I set foot on the plane. As soon as I turned onto the aisle to make my way to my seat, Ms. Patricia (identifying information removed by moderator per TOS) stopped me and told me I couldn’t take my carry-on with me and that I would have to leave it to be put underneath the plane. Her reason had something to do with it having wheels (?). I would like to point out that my carry-on is far below regulation size and has NEVER been a problem on the many flights I have taken since I bought it over a year ago – even planes that were much smaller than this one. I explained to her that I’ve never had a problem and reassured her it would fit perfectly underneath the seat in front of me and I was more than willing to show her that it did. I also reiterated what the voice over the intercom had said to all waiting to board, “All carry on luggage must be no larger than the size of a briefcase.†She immediately became argumentative and disagreeable.

I then explained that the contents were extremely valuable and that I could not comfortably part with them. The contents were as follows: my 15†laptop computer, my digital Canon still camera, my Sony digital video recorder, DV tapes from past events and vacations, my brand new iPod and iPod speakers, jewelry I have purchased from all over the world and my personal and business checkbooks and bills. Everything was irreplaceable and priceless. I carry them with me at all times and would never dream of checking them in let alone leaving them behind on an airplane walkway.

I have checked with US Airways’ online information regarding what is allowed to be carried on with a passenger and found that US Airways regulation states each passenger can carry on a small carry-on (up to 14†X 9†X 22â€) plus one personal item. My carry on measures: 13†X 7.5†X 17â€. (Pictures are attached.)

Entire Flyer Talk Post Here

Her Facebook Page, complete with full names of employees involved

Please note that she has pictures of the carry-on in question.

The names of the employees are all over the internet and frankly it makes me less supportive of Jeri. Once again it appears US has failed to even rise to the level of even "Good Enough" and apparently not just in my eyes. Also MR Make it Personal as soon as I saw the thread I reached out BEHIND THE CURTAIN to advise US what was happening. Now if I, as you purport trurly hated US I would not have reached out to a Managing Director level contact I have in US, I'd let them swim in a stew of their own creation.

It will be interesting to see what transpires in all of this.

 

[Dont call me Shirley]

We're getting serious topicdrift here, folks. The topic was the latest kiosk glitch and assorted US IT issues. What the customer said what happened is certainly worth discussing, in another thread. Maybe the mods can split the topic?


SparrowHawk's comments ring so terribly true. Not doubting the CEO says to the employees, "We don't need to be Great, Just Good Enough" part at all, but is there a source for it?

 

[SparrowHawk]

We're getting serious topic thread here, folks. The topic was the latest kiosk glitch and assorted US IT issues. What the customer said what happened is certainly worth discussing, in another thread. Maybe the mods can split the topic?


SparrowHawk's comments ring so terribly true. Not doubting the CEO says to the employees, "We don't need to be Great, Just Good Enough" part at all, but is there a source for it?

It was attributed to a crew session out west and was from the HFMIC, Doug Parker Hisself.

If the mods want to split into 2 threas fine by me. I was frankly to lazy to make a new thread and it sorta fit here as it deals with attitudes of Management

 

[john john]

I can even buy a ticket with say US and DL flights on though they arent partners at all.

SHARES/QIK makes this very hard to do

 

[Dont call me Shirley]

SHARES/QIK makes this very hard to do

Everything is hard and time consuming in QIK/SHARES.!

 

[CallawayGolf]

FutureUSCapt,

I disagree.

The former US (CCY) did quite a few things right, especially in the IT department.

Releasing a software (kiosk) that has not been rigorously tested & audited shows lack of integrity in the IT group. Yes, FKL is a "small" issue, but its still a glitch.

USAirways, a combination of airlines, is also a combination of a TON of little, tiny miniscule errors that just add up.

Except for something like eight people the former "CCY IT Department" were all from EDS. They had their own dedicated office in CCY to handle US's IT support. They had hundreds of staff across the system billing US something like $85-220/hr * forty hours per week not including premiums on evenings and weekend work. They ought to have done at least a few things right since US was paying them hand over fist to support technology that was ten years out of date.

If EDS had 300 FTEs supporting US and billing an average of $125/hr this would be $78M annually. By contrast, if the US/HP IT department has 300 employees making an average of $85k/year this would be $35M including OH & benefits. No small savings here.

Neither IT department is/was perfect but one certainly costs less than the other. Oh, and EDS was at least 50% responsible for the RES Migration failures, especially in CLT – probably a lot more than that since SHARES is an EDS application, it was their Program Manager leading the effort, and the CLT kiosks were EDS' responsibility to test prior to the migration. I’m just saying...

 

[Dont call me Shirley]

If EDS had 300 FTEs supporting US and billing an average of $125/hr this would be $78M annually. By contrast, if the US/HP IT department has 300 employees making an average of $85k/year this would be $35M including OH & benefits. No small savings here.

Very informative post, thanks.

"Almost as good and a lot cheaper" vs "Not nearly as good, and only a little less expensive".

Take your pick.

 

[john john]

Except for something like eight people the former "CCY IT Department" were all from EDS. They had their own dedicated office in CCY to handle US's IT support. They had hundreds of staff across the system billing US something like $85-220/hr * forty hours per week not including premiums on evenings and weekend work. They ought to have done at least a few things right since US was paying them hand over fist to support technology that was ten years out of date.

If EDS had 300 FTEs supporting US and billing an average of $125/hr this would be $78M annually. By contrast, if the US/HP IT department has 300 employees making an average of $85k/year this would be $35M including OH & benefits. No small savings here.

Neither IT department is/was perfect but one certainly costs less than the other. Oh, and EDS was at least 50% responsible for the RES Migration failures, especially in CLT – probably a lot more than that since SHARES is an EDS application, it was their Program Manager leading the effort, and the CLT kiosks were EDS' responsibility to test prior to the migration. I’m just saying...

So you have an excuse for the screw up now and then.(MONEY)
WHY CAN’T THE FRONT LINE AGENTS USE NATIVE SHARES

 

[SparrowHawk]

Oh, and EDS was at least 50% responsible for the RES Migration failures, especially in CLT – probably a lot more than that since SHARES is an EDS application, it was their Program Manager leading the effort, and the CLT kiosks were EDS' responsibility to test prior to the migration. I’m just saying...

First off the attempt to blame EDS is wrong. I sold outsourcing services from 1985 to 1992 so I know a teeny tiny bit here.

US Airways hired EDS under a contract which I've no doubt included a "Scope of Work" document defining the specific roles and responsibilities of EDS in the Res Migration and any other aspect of IT that US contracted EDS to handle.

Under basic tort law EDS is governed by contract and if it fails to live up to the contract then with MILLIONS at stake, US would have sued EDS for breech of contract, which to my knowledge has yet to happen.

So by defination and contract EDS can not be blamed for the failings of US IT to perform during the Res Migration. EDS is no different then any other provider of contracted services in that they do what the contract calls for and since US drafted the scope documents and EDS agreed to them the blame falls squarely on US.

 

[CallawayGolf]

Very informative post, thanks.

"Almost as good and a lot cheaper" vs "Not nearly as good, and only a little less expensive".

Take your pick.

How about high priced with mediocre quality?

 

[CallawayGolf]

First off the attempt to blame EDS is wrong. I sold outsourcing services from 1985 to 1992 so I know a teeny tiny bit here.

US Airways hired EDS under a contract which I've no doubt included a "Scope of Work" document defining the specific roles and responsibilities of EDS in the Res Migration and any other aspect of IT that US contracted EDS to handle.

Under basic tort law EDS is governed by contract and if it fails to live up to the contract then with MILLIONS at stake, US would have sued EDS for breech of contract, which to my knowledge has yet to happen.

So by defination and contract EDS can not be blamed for the failings of US IT to perform during the Res Migration. EDS is no different then any other provider of contracted services in that they do what the contract calls for and since US drafted the scope documents and EDS agreed to them the blame falls squarely on US.

Does your "teeny tiny bit" of knowlege include the possibility the US and EDS settled their differences without using "basic tort law"?

 

[SparrowHawk]

How about high priced with mediocre quality?

Which company, EDS or US Airways has the better reputation in the business world?

EDS forgot more about IT then all of that scarry Tempe IT talent ever knew, will know or should know. EDS to my knowledge has contracts with EVERY major airline and most LCC's. Now ask why is it that it's US Airways in the news for its IT failings? Why did B6 have few problems?

I guess in this case "Good Enough" wasn't! :down: :down:

 

[Dont call me Shirley]

I was frankly to lazy to make a new thread and it sorta fit here as it deals with attitudes of Management

The Tempe Syndrome is spreading....just like that other thing from AZ, Hanta virus...

 

[CallawayGolf]

How about you shut your pie hole??? Answer me this.

Which company, EDS or US Airways has the better reputation in the business world?

EDS forgot more about IT then all of that scarry Tempe IT talent ever knew, will know or should know. EDS to my knowledge has contracts with EVERY major airline and most LCC's. Now ask why is it that it's US Airways in the news for its IT failings? Why did B6 have few problems?

I guess in this case "Good Enough" wasn't! :down: :down:

My pie hole is usually closed when I’m typing on a keyboard, but thanks for the reminder. 😱

This is a classic redirection. You don't like the content of my message so you want to switch from discussing the cost/benefit of EDS outsourcing vs. insourcing and now discuss the business reputations of the firms? Since the US/HP merger HP (Hewlett -Packard) bought out EDS so the old reputation of EDS is totally irrelevant. The fact that EDS couldn’t pull off the Sabre/SHARES RES migration as promised puts a pretty big scare on their business reputation just like it did to the public’s perception of US regarding the same.

 

[Dont call me Shirley]

Still don't know when the last US Express flight touched down in FKL, but the EAS contract is now with Gulfstream (CO Connex) to CLE. The FAA now considers it to be a GA airport, not a commercial one.

http://en.wikipedia.org/wiki/Venango_Regional_Airport

I'm glad the kiosk still wants to know if you are going there or FRA.