http://www.philly.com/mld/philly/news/10184504.htm
After reading this article I was infuriated. How our company reacts and treats our customers is appalling. Here are the quotes from the company representative:
A spokesperson for US Airways, Amy Kudwa, acknowledged the airline has had problems delivering baggage to its Philadelphia passengers - sometimes the result of mechanical problems, sometimes the result of not enough workers on the job.
"We are aware it is a hot spot in Philadelphia," said Kudwa, based at US Airways headquarters, in Arlington, Va. "There is an understaffing issue in Philadelphia, and we are working very hard to deal with it."
Kudwa cited "an unusual number of sick calls" contributing to baggage problems last weekend. Other US Airways officials have suggested that unionized baggage handlers may be calling in sick or slowing down their work in response to a recent 21 percent pay cut, spurred by the airline's bankruptcy filing.
Not a single apology to any customer. Let's point the fingers at the employees and not at someone in CCY that has set the staffing levels at ridiculous numbers. Let's not point fingers at the fact that someone in CCY continues to plan staffing for "normal operations" when in PHL irregular operations are the norm. Let's not try to head off any consumer complaint letters by taking a proactive stance with the situation. Why were there no managers in the baggage claim area offering customers information? Why were there no managers in baggage claim offering customers a discount voucher for their inconvenience? Instead we will have to wait for each customer to write in and complain before we offer any kind of apology. What about the people that won't complain and will not return? What about the 10-20 people each of them will tell of their horrible experience?
Why do we continue to fail to serve our customers correctly? Why do we fail - from a corporate level - to address the customer inconvenience in a proactive manner? Why do we fail to apologize for our failures as a company, but prefer to point fingers at employee groups and make excuses instead? When are we going to start really fixing the problems in PHL and stop throwing useless layers of management on the problem and yet never resolve anything? For the last couple of years the answer to the Philly Facotr has been to throw more and more managers at the problem....when are they going to start putting more frontline employees on the job to stop the problem from happening in the first place.
The layout of the PHL airport and the environment that they operate in make them a completely different operation from PIT, CLT, LGA, DCA or BOS. To try and staff them similarly is a failure on the part of the people that do the manpower numbers. The person that is ultimately to blame....Uncle Al. I have said it before and I will say it again....the man has lived past his usefulness in this company and should be shown the door. His theories and handeling of incidents like the one above should prove that he doesn't know the first thing about Customer Service. If an airline like WN or B6 were to find themselves in a similar situation, do you think that would react the same way?
Good day Uncle Al, your services are no longer required here. Please leave your golden parachute at the door and Jump, Jump, Jump! :angry: :angry: :angry:
After reading this article I was infuriated. How our company reacts and treats our customers is appalling. Here are the quotes from the company representative:
A spokesperson for US Airways, Amy Kudwa, acknowledged the airline has had problems delivering baggage to its Philadelphia passengers - sometimes the result of mechanical problems, sometimes the result of not enough workers on the job.
"We are aware it is a hot spot in Philadelphia," said Kudwa, based at US Airways headquarters, in Arlington, Va. "There is an understaffing issue in Philadelphia, and we are working very hard to deal with it."
Kudwa cited "an unusual number of sick calls" contributing to baggage problems last weekend. Other US Airways officials have suggested that unionized baggage handlers may be calling in sick or slowing down their work in response to a recent 21 percent pay cut, spurred by the airline's bankruptcy filing.
Not a single apology to any customer. Let's point the fingers at the employees and not at someone in CCY that has set the staffing levels at ridiculous numbers. Let's not point fingers at the fact that someone in CCY continues to plan staffing for "normal operations" when in PHL irregular operations are the norm. Let's not try to head off any consumer complaint letters by taking a proactive stance with the situation. Why were there no managers in the baggage claim area offering customers information? Why were there no managers in baggage claim offering customers a discount voucher for their inconvenience? Instead we will have to wait for each customer to write in and complain before we offer any kind of apology. What about the people that won't complain and will not return? What about the 10-20 people each of them will tell of their horrible experience?
Why do we continue to fail to serve our customers correctly? Why do we fail - from a corporate level - to address the customer inconvenience in a proactive manner? Why do we fail to apologize for our failures as a company, but prefer to point fingers at employee groups and make excuses instead? When are we going to start really fixing the problems in PHL and stop throwing useless layers of management on the problem and yet never resolve anything? For the last couple of years the answer to the Philly Facotr has been to throw more and more managers at the problem....when are they going to start putting more frontline employees on the job to stop the problem from happening in the first place.
The layout of the PHL airport and the environment that they operate in make them a completely different operation from PIT, CLT, LGA, DCA or BOS. To try and staff them similarly is a failure on the part of the people that do the manpower numbers. The person that is ultimately to blame....Uncle Al. I have said it before and I will say it again....the man has lived past his usefulness in this company and should be shown the door. His theories and handeling of incidents like the one above should prove that he doesn't know the first thing about Customer Service. If an airline like WN or B6 were to find themselves in a similar situation, do you think that would react the same way?
Good day Uncle Al, your services are no longer required here. Please leave your golden parachute at the door and Jump, Jump, Jump! :angry: :angry: :angry:
