Memo to US Haters

[N965VJ]

I recently got an earful about $2 cokes and no IFE from an infrequent flyer buddy of mine that flew a transcon on US. His company booked the flight for him, so he didn’t have any say in the matter. It wasn’t a *horrible* experience for him, just... annoying

Guess what’s going to happen in a few months when it’s time to take the wife and kid on a vacation? He’s definitely not going to book on US, so there goes some of Tempe’s beloved leisure traveler revenue right out the door.

 

[Singleflyer]

Even though I have posted negative things about US on this board I DO NOT HATE them.

I am extremely disappointed in the current management.

I am a VFF who flew 289 segment this year on various airlines. I have flown US since the late 70s and was a CP until this year and currently a gold and will be a silver in 2009. I fly on A,Y,B fares and purchaued within hous of flights so the fares are usually high.

This management had done everything to chase me away except saying we don't want your f$*!king business.

First was the Res migration mess, that canceled many flights within minutes of booking them
Then down grading the CP desk
Eliminating the advance warning of flight problems
Removing closets
jamming more seats in the plane
poor on-time performance
dirty planes
dirty clubs
Fee for booking on the CP desk (this was how I gave US alot of business)
Raising the change fee to $150.00 (I beleive in the fee)
Charging for 1st piece of luggage (I carry on)
The $2.00 coke

But what made me leave the airline in Feb was the elimation of the 500 mile minimum. And its not the miles. But paying $500.00 plus for a 185 mile trip on a Saab (MHT-LGA) they cold afford to give me 500 miles.

In by the end of Feb I had 28 segments. In Aug I decided to fly to get 2 more segments to have silver next year. The slight was MSP-CLT-CHS on a 320 the walk up fare about $900.00. I checked in and 1st was full. I sat in the back in a middle seat, and then asked to pay $2.00 for a coke. This was a fare that was at least 5 times break even. And I hold gold status. That was it, they finally did chase me and my high yield business away

 

[US Oringinal]

TOTALLY DISGUSTING!! but unfortunately that is standard for how TEMPE and their new "policies" treat our customers(the revenue stream as they call them)

To this day, Tempe swears people are just "adjusting" to our "ala carte" pricing and the "new way we do business". They think being last in the DOT complaints over the past year will just go away once customers "adapt" to our new business model!!!!

WAKE UP SANDCASTLE!! People aren't adapting or adjusting, they are complaining and they are NOT COMING BACK! High-yield business travellers and leisure travellers alike are avoiding US at all costs. I hear it everyday!

The above posts are ALL correct. If US ever expects to become anything but the irrelevent "cockroach" of the airline industry we've become, there are going to have to be SWEEPING CHANGES!! ..starting with TEMPE"S attitudes torwards customers and frontline employees.

(ALMOST 4YEARS AND STILL TRYING TO MERGE 2 MEDIUM SIZED AIRLINES--GIMME A BREAK!)

The "revenue stream" is drying up..and word has it, advance bookings for 1st quarter are NOT GOOD at all!!

The best thing the company has going for it is an experienced, dedicated, hard-working (for the most part) workforce. But we're getting tired of constantly apologizing for what TEMPE has done to them.....it's been over 3 years, our customers aren't buying it anymore.........

(just my opinion..)

 

[SS255]

To this day, Tempe swears people are just "adjusting" to our "ala carte" pricing and the "new way we do business". They think being last in the DOT complaints over the past year will just go away once customers "adapt" to our new business model!!!!

US has lost sight of "the cost of doing business." The more customers "adapt" to $2 water and no IFE or power ports on transcons, the more they will book away. For the same $30 roundtrip first bag fee, they can get free soda, wifi access, power ports (which do not require special adapters), AVOD on a midcon...........and good customer service.

The "cheapest ticket" is not always the best value......or even the cheapest ticket.

 

[InternationalShannon]

What if I need a beer?

Y u so funny.

 

[DCaf]

I appreciate all the responses to my original question. I too wish US could be the airline with service to which all others would aspire. Suppose US did that, and raised the service levels to Singapore-like levels. Would AA, UA, CO et al do nothing? Of course they would match or surpass, and US would be right back where they are now, except with much higher costs. I really doubt higher revenues from happy VFFers would compensate.

 

[Art at ISP]

DCaf,

With all due respect, no one is asking for Singapore like service levels, although it would be nice. I think we're all realistic around here--customers and employees alike. Our issues have nothing to do with the fine front line people who interact with customers all day long--we know your hands are tied, and that alone has many of you frustrated beyond belief.

You do, however, raise an interesting point. You say that if US raised their service levels, you'd expect UA, AA, CO, et al, to respond....well they are not waiting for US to do anything, they are raising their own service levels, and in innovative ways. UA has E+. AA has maintained a level of service significantly above US and is adding web access to some flights. CO is actually improving the on board experience by ADDING power ports and reinventing IFE systems--to add Live TV-not to mention they still serve FREE meals.

On any given day, US is no more or less likely to have the lowest fare than either of the others. In many cases, they are not the lowest. HOWEVER, for similar fares, they offer the absolute least in terms of value. NO IFE. NO on board power. NO meals and NO free beverages. So if one is given a choice of any of the major carriers vs. US for a similar price, US loses.

And on top of all the other customer be damned moves made during the year which have alienated the bread and butter FREQUENT business traveler, the "kettles" are getting fed up as well. Once burnt, as the saying goes. And the pool of customers who have not yet flown on US is dwindling. So in the end, it will likely be the point of diminishing returns. "Look Doug and Scott, I made $2 today by selling a soda, but it will cost me $400 next month".

The bottom line is they are CONSITENTLY penny wise and pound foolish, and in the end, this will ultimately be the downfall of US Airways.

I do want to wish you and all your colleagues on the front line a Happy and Healthy Holiday..I wish it could be different, and with a different management team it might be, but it's not looking good.

My BEST to you all....

 

[Hello Newman]

.

Delays, a lost bag, a rude employee, those things when it's our fault are, by the way, a valid complaint for someone, at some moment. I don't disagree about that. They should be directed to the proper channels like a supervisor, customer relations or the DOT.




In some cases a RUDE employee is a CSA that is very straightforward and says the opposite of what the customer wants to hear. How many weenie whiners say the airline "lies" to them but when you tell the truth (ie, " you wont make your connection" or " your bag has not been loacted yet") you're branded as MEAN and INCONSIDERATE and when the complaint letter comes in, you're accused of not showing empathy....

 

[Art at ISP]

Hello Newman,

You raise a good point. I would venture to guess, however, that those cases you refer to most likely occur with once a year leisure travelers (although I have seen some VFF's throw temper tantrums as well). One in particular stands out, but we won't go there now.

Suffice to say, there are times when things are within your control, and times when they are not. I think, however, we are referring to a top-down attitude here, which has permeated through the entire operation.

To be honest, I think lifting the soft drink charge would go a long way to start to right things, but all they can see is the $2 in their pocket NOW. What about next month or next year when people book away? How many millions will that $2 ultimately cost?

I realize almost all airlines have instituted SOME form of ala carte charging, however, NO ONE has removed as many amenities or has taken the nickel and diming to the level US has. Note that NO OTHER CARRIERS have charged for beverages--NONE. But Doug needs his $2.

Happy Holidays.

 

[Hello Newman]

The "revenue stream" is drying up..and word has it, advance bookings for 1st quarter are NOT GOOD at all!!



Where do you get your figures?

 

[Black Magic]

The problem is though that managment will just act blind and state that the low bookings are from a poor economy and not from passenger revolt.

 

[Hello Newman]

[Suffice to say, there are times when things are within your control, and times when they are not. I think, however, we are referring to a top-down attitude here, which has permeated through the entire operation.


Good to hear from you Art. Just recently, I was working the counter and while collecting the 15.00, this moron says to me "so now that is oil is back down will they drop the baggage charge" I replied US mgmnt will probably take a wait and see attitude and reevaluate all of these recently added charges, what I thought was a sound answer. His answer was "no they wont and you know it" So once again I wasn't saying what someone wanted to hear. While we are on the subject, a woman from HDQ recently visited our station, when I commented that the $5.00 seat charge was doing more harm than good, her response was "we have to do this to stay in business" this coming from soneone NOT out there on the front lines. It seems neither side wants to listen

 

[4merresrat]

Seems to me the attitude in this post is very telling. . . everyone is treated with suspicion/disdain from the "moron" customer to woman from HDQ.

 

[drifterreno]

Thanks everyone for your eomments. No, I was not bashing FA's about the drink charge. Just wondered if Tempe had addressed it. Maybe someone should bring it to their attention.

 

[4merresrat]

Was that the attitude you were referring to?

The attitude of disgust for the customer and management.
The customer, the one who pays his salary, had a valid concern, but he was a "moron" in his view. This attitude is pervasive at this company. . . the customers are stupid and management is evil.