Mesaage from Scott Kirby

[Fixed Wing]

A letter from Scott Kirby has been distributed that talks about the migration and the problems that were faced by the front line agents.

Quoted from letter:
" 1) Kiosks were unstable and in many cases unavailable to service customers

2) For a host of reasons, many records became out of sync in the new SHARES system at cut-over

3) The flight closeout procedure was needlessly complex, which led to departure delays and resulted in sub-par on-time performance (and were frustrating to our employees and customers)."

My problem is with number 3.
A year and a half of planning and all of a sudden it's discovered that "the flight closeout procedure is needlessly complex".??????

Unreal.

 

[wench1]

AS if we didn't know that already?
Tell us something NEW!

 

[OldGuyinPA]

Didn't they give themselves a B grade. This system...dress it up, put lipstick on ...is still a pig. It's obvious that Doug and Scott don't have a clue how much this cross over cost us....US.

 

[formeraa]

Didn't they give themselves a B grade. This system...dress it up, put lipstick on ...is still a pig. It's obvious that Doug and Scott don't have a clue how much this cross over cost us....US.

Actually, they may be smarter than you think. The vast majority of the general public was left with the mistaken impression that the computer cutover disaster had something to do with the Daylight Saving Time change. I've personally corrected about a dozen people (including a US employee) on this issue.

 

[BuffaloJoe]

Actually, they may be smarter than you think. The vast majority of the general public was left with the mistaken impression that the computer cutover disaster had something to do with the Daylight Saving Time change. I've personally corrected about a dozen people (including a US employee) on this issue.

This started a week before that DST. They are sounding like they are politicians, trying to mix up the truth. Anyway, they still won't get my vote. They rank there with Dubya and Ole Dickie!

 

[flyingcat]

This started a week before that DST. They are sounding like they are politicians, trying to mix up the truth. Anyway, they still won't get my vote. They rank there with Dubya and Ole Dickie!

Well Frontier actually did run into system problems with the time change. I do not know what they use but parts of the system were showing conflicting times. Manual ticketing had to be accomplished.

 

[SegmentKing]

hum.. Sabre flight closeout:

GS(flt)/seat #s/on
GF(flt)/close/lclf5/y100/secok
GF(flt)/PDC

done.

shares flight closeout is about 15 entries (I kid you not!)

 

[REACC1]

Actually, they may be smarter than you think. The vast majority of the general public was left with the mistaken impression that the computer cutover disaster had something to do with the Daylight Saving Time change. I've personally corrected about a dozen people (including a US employee) on this issue.

Truth is hard to come by when others are trying to get ahead. You know, they don't have to face the populace, that they claim to serve, and yet they leave that up to the peons on the front line. Absolutly, with no support, or concern. I guess that is what a degree got them. You can still be a moron and out of touch, despite the level of education. However ill gotten. Apparently.
They must have hired the wrong people for the job.
Remember your degree? All that crap that was so tough sometimes still applies and you cant coast now.
Live up to your paycheck. Slacker.
Not directed at you formeraa.
They know who they are.

 

[PHL]

I'm going to put my IT had on here and ask a simple question....

Was this tested at all? I know. Silly question, right? But what I mean is - did they make a exact replicas of the SABRE and SHARES environments they were previously using and run through a few mock migrations? They didn't necessarily need to have ALL of the PNRs and other data, but just a subset.

I've been through many, many legacy and modern day system upgrades and/or migrations. In every case we made replica enviornments of the system(s) that were to be upgraded and did at least 4 mock "cutovers" so there would be no surprises. We certainly ran into issues in the simulations, but NEVER did we have any major issues in the real thing.

 

[NAPAUS]

I'm going to put my IT had on here and ask a simple question....

Was this tested at all? I know. Silly question, right? But what I mean is - did they make a exact replicas of the SABRE and SHARES environments they were previously using and run through a few mock migrations? They didn't necessarily need to have ALL of the PNRs and other data, but just a subset.

I've been through many, many legacy and modern day system upgrades and/or migrations. In every case we made replica enviornments of the system(s) that were to be upgraded and did at least 4 mock "cutovers" so there would be no surprises. We certainly ran into issues in the simulations, but NEVER did we have any major issues in the real thing.

It sounds like it was poor planning, not enough time, resources and $$$'s dedicated to it. This is a recurring theme at Tempe. They just cant seem to get things right. The big question is- how are they going to rectify the sitations at hand, and instill some much needed confidence in the employees and the customers???

 

[crusher]

They have had well over a year to have shares try to emulate sabre. They failed in the most miserable fashion possible. Although our version of sabre was pretty basic it was light years ahead of where shares will ever be. They knew back then that shares could not handle international...guess what it still can't ask PHL. We have gone from a Rolls Royce to a tricycle ...what next.
Newest rumor is a reconfig of the already reconfiged a330 , to correct the abominable coach seating , where PHL looks for small people to put in the new seats , because no normal sized person could fit. The Tempe formula seems to be make a bad decision then go back and try to correct it later. Not a very sound business model.

 

[tadjr]

They knew back then that shares could not handle international...

Spent over 2 hours today trying to get an international ticket reissued. Thanks to the CSD agent who finally "fixed" the problem and got it to work. However, when doing the reissue, there were 5 coupons in the ticket and Shares only asks which coupons 1234 do you want to reissue. Guess we're supposed to cut people off midtrip since they cant go more than 4 places to get there. Coupon number 5 is in never never land and I'm not trying to find it after spending that much time on the phone waiting. Needless to say, the guy missed his flight and was rebooked for tomorrow. :down: Another great example of the excellent customer service offered by the new US Airways and the successful migration of the computer system. I think they arent just drinking in Tempe, someones gotta be smoking some powerful stuff as well. :blink:

 

[ggiby]

I worked in RES about .....hmhm.... ??? 20 years ago...
and its the hardest job out there... now a f/a ... had a mother who was an agent... a/ sister a f/a... then me... res to f/a ... IMHO f/a the best job of the three... then agent... then res... but not sure how it is now that in res you cant speak to a well spoken english person... ...
not born and raised an English person.... probably... a Spainish Person... or Mexican Person... or Hindu Person...
they are all hice.. but have they ever even seen an Aircraft??? Much like an AB... or a 777.... do they even know what a 777 is???



My reply is ..

"welcome to our new system... we have gone back 20 years..
but hey we are still here....

sorry I can not tell you which gate we are comming into..
which BTW is our largest huB CLT... but we will tell you when we see it... I can't ask the Pilot... cuz we are in out "STERIOl Period " and I can't call them unless its a life or death problem.... when we get to the gate.... the agent will tell you where we are...

hopefully in CLT.... our giggest hUB...
Welcome back to the 1970's...

Lets Shag...!!!

 

[john john]

Spent over 2 hours today trying to get an international ticket reissued. Thanks to the CSD agent who finally "fixed" the problem and got it to work. However, when doing the reissue, there were 5 coupons in the ticket and Shares only asks which coupons 1234 do you want to reissue. Guess we're supposed to cut people off midtrip since they cant go more than 4 places to get there. Coupon number 5 is in never never land and I'm not trying to find it after spending that much time on the phone waiting. Needless to say, the guy missed his flight and was rebooked for tomorrow. :down: Another great example of the excellent customer service offered by the new US Airways and the successful migration of the computer system. I think they arent just drinking in Tempe, someones gotta be smoking some powerful stuff as well. :blink:

GUARANTEE the CSD used NATIVE SHARES

 

[philly rocks]

:down:
EVERYONE SHOULD LET KIRBY KNOW WE NEED STAFFING IN HUB CITIES. HE IS THE GUY TO GO TO !!!!!!!!!!!
Kirby should take the fall for this whole mess.