Little Things Mean Alot-My Recent Experience Elsewhere
- Thread starter Art at ISP
- Start date
I have to agree with Art's impression. I, too, swore of US about a year ago. Even though we live in Phoenix - I will pay higher fares and endure connections to avoid them.
Last week a company I am consulting for needed me in DC. The found a $850 round trip airfare on CO to BWI. Even though I was not sure I wanted to make the drive - the ticket was First Class, so I took it.
I had not been on CO since the late 80's when they merged with People Express. At that time, I swore them off too (I had friends at People Express who were not treated very well). So, with extreme caution I made my way to the airport - only to now be a sworn fan of CO.
The on board experience took me back to the airlines we grew up with. Flight Attendants used names (as did agents during boarding) and glasses were never less than half full. Food was plentiful and tasty and the seats were more than spacious.
In Houston - both outbound and on the return - I used the club (thanks to AMEX Platinum) and could not believe hte level of staffing, consistent use of names, friendliness and - everyone's favorite - COMPLIMENTARY BEVERAGES!!!
Continental has it right. With so much of the "brain trust" at the new US being from CO - I cannot for the life of me figure out how they have gotten it SOOOOO wrong.
Lessons learned!
Last week a company I am consulting for needed me in DC. The found a $850 round trip airfare on CO to BWI. Even though I was not sure I wanted to make the drive - the ticket was First Class, so I took it.
I had not been on CO since the late 80's when they merged with People Express. At that time, I swore them off too (I had friends at People Express who were not treated very well). So, with extreme caution I made my way to the airport - only to now be a sworn fan of CO.
The on board experience took me back to the airlines we grew up with. Flight Attendants used names (as did agents during boarding) and glasses were never less than half full. Food was plentiful and tasty and the seats were more than spacious.
In Houston - both outbound and on the return - I used the club (thanks to AMEX Platinum) and could not believe hte level of staffing, consistent use of names, friendliness and - everyone's favorite - COMPLIMENTARY BEVERAGES!!!
Continental has it right. With so much of the "brain trust" at the new US being from CO - I cannot for the life of me figure out how they have gotten it SOOOOO wrong.
Lessons learned!
Iheartflying
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- Jan 25, 2008
- 241
- 8
N965VJ
Veteran
I guess we need to get Tempe’s new target customers to start posting here.
Can’t wait to read trip reports about their annual visits to Gramma’s house or vacations to Wally World.
Can’t wait to read trip reports about their annual visits to Gramma’s house or vacations to Wally World.
InternationalShannon
Veteran
songbirdstew
Senior
- Sep 10, 2003
- 478
- 51
- Thread Starter
- #22
Actually, I never mentioned CO by name in my initial post. My point was that a recent experience reminded me of the way US was a few years ago, and I was commenting that it is sad that US has deteriorated as it has.
US used to care about customers--they no longer do. Both employees and customers are a liability to Tempe. Management apparently wants the old loyal customers to move on--so they can live up to the reduced expectations of "new" elites who don't have the old US to compare today's deficient product to.
I was in no way complaining-I was merely making an observation. Nice to see that the anger, frustration and vitriol is alive and well here...I just wonder how much of it makes its way on board.
US used to care about customers--they no longer do. Both employees and customers are a liability to Tempe. Management apparently wants the old loyal customers to move on--so they can live up to the reduced expectations of "new" elites who don't have the old US to compare today's deficient product to.
I was in no way complaining-I was merely making an observation. Nice to see that the anger, frustration and vitriol is alive and well here...I just wonder how much of it makes its way on board.
What would be nice is if we can find someone who works at the DMSC and see how many of the elites have jumped ship.
- May 19, 2008
- 44
- 0
"The same lady did boarding from the little stand. As F class was called, she addressed EVERY passenger by name and thanked them for flying CO."
:huh:
perserverance
Senior
- Aug 10, 2007
- 382
- 0
Art- ''flydude'' got you there.
Anyway, I just wanted to relate a story I heard recently
out of PHL. A couple of agents on the Int'l side were looking
up connections for an outbound caribean flight and noticed
an inbound coming in at F terminal with connections not only
for thier flight but two other outbounds at A West. The arrival
was scheduled in at 0910 for 0930 outbounds. If you've ever
been to PHL you know they are not gonna make it. That day
if these 13 connections total didn't make thier outbounds
they would either have to leave later in the day through other
airlines or overnight (only one outbound for US ).The agents
contacted a mgr. went and got two vans and a pick up and
drove to F terminal, waited at the gate escorted the psgrs'.
rampside placed them in the vans while another agent retrieved
thier baggage. The vans drove the psgrs' to thier dept. gates
while the pick up drove to the bin side. All 13 people made
thier connections. These are people going on vacation, they
work all year to take thier families on these trips and were
more than happy, to say the least, to make thier flights.
Now, afterwards the next day they saw a another close connection
but with alittle more time. They asked the mgr. to set up rides to
ensure the psgrs' arrival on the inside and they would go get the
baggage rampside but were told NO. ''Let the passengers make
it or miss it on thier own. We need to concentrate on the departure
times and not the connections.''
Customer Service has fallen to the wayside to rankings. Remember
if a flight left a couple minutes late going to CUN but the passengers
arriving late from a connection were giving a hand when they boarded.
Everyone was happy and going on vacation. I understand letting a
BOS or CLT flight leaving on time if theres plenty of daily departures
but the islands and overseas are not as common.
***sidenote : the agents were never thanked by the management.
They took no delay getting the people there but were told instead
to leave it alone, not from the middle manager but from the dept.
supervisor with 25++ years, through the middle manager. Ohh
BTW they were fleet service agents.
orioleman
Veteran
- Aug 20, 2007
- 1,669
- 64
perv,
alot of the problem there is there are to many VP's based out of phl
and middle management doesn't have a set to answer to them . but your story is so true
through out the system .. some managers have the b*lls to insure the CUSTOMER gets there
but most are afraid to answer to a delay code.. How sad..
nice post about the reality of USAIRWAYS... Doug. wake up Your Management people SCREW people
daily just to keep the numbers right. SO sad.
alot of the problem there is there are to many VP's based out of phl
and middle management doesn't have a set to answer to them . but your story is so true
through out the system .. some managers have the b*lls to insure the CUSTOMER gets there
but most are afraid to answer to a delay code.. How sad..
nice post about the reality of USAIRWAYS... Doug. wake up Your Management people SCREW people
daily just to keep the numbers right. SO sad.
whatkindoffreshhell
Veteran
Revenue is revenue and you guys need every last penny. You cannot afford to ignore any customers who are trying to give you money. Even one-timers.
Your airline is swirling down the drain anyway so good luck with your new job search!
That is the problem by 'Managing by the numbers" and management decides what numbers are important. The problem is, total customer satisfaction is not one of them.
Thin of the GREAT PR the company is most likely receiving from the 13 people that were picked up special by the van to make the connection.
But on the other hand think of the bad PR they receive constantly because leaving on time is more important than trying to find a way to satisfy a customer. I don't expect them to hold a plane for every late connection. How ever if you can be pro-active as in this example you keep the customer very happy with very little cost to the company.
I can remember about 4 years ago a gate agent had a cart meet my family at a gate so they could make a connection since the inbound was very late (bad night in PHL) I was already in PHL since I came in from another city. That action is still remembered, and we got to FLL on Fri night (as planned) rather than Sat morning. It just made the start of our vacation more pleasant, and the luggage even made the plan.
It was little things that made me a very loyal customer up until july of 2007, and you don't see much of that any more at US. Its a shame.
InternationalShannon
Veteran
They should have gone ahead and tried to arrange the transport themselves. When I was at Texaco, we used to have a saying that "if you have a good idea, just go ahead and do it. It's easier and takes less time to ask for forgiveness than to ask for permission."
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