I don't know why we are worrying about management and competition killing off USAirways. Lately the front line employees are working harder at driving away our customers then keeping them. Examples:
My Silver preferred relative has called me to say he is considering dumping all his points into United. He has discovered their reservations, flight attendants and hub employees treat him with cheerfulness and respect. His last few flights on USAirways he has been sneered at and ignored by staff on the airplane and at CLT and PIT. Plus he has given up on our preferred reservations number after curt unpleasant phone calls.
Another relative had bag delayed. Though she flew revenue she was going to pick it up from the airport to save US a few bucks. She had little or no assistance with her simple questions where is the bag, and when will it get to its destination, from the baggage call center. Not at work, I called the 800 number thinking I could talk the agent through getting the information. Unhelpful and rude would be a mild way of describing the agents attitude.
For work and vacation I have ended up in First Class several times in the past few months. Most of the time I was served one drink. Rarely was I asked if there was anything else I would like to drink. Sometimes the snack basket would come around but not all flights. And most of the time I would only see the flight attendants if I went to the restroom. For I would find them gathered in the front galley around a computer, book, newspaper or having a spirited gripe session.
I have witnessed Customers ignored while Agents gathered around to discuss personal business. I myself have experienced the rudeness over the phone when I call downline to get problems fixed or find information.
My personal work ethics would not allow me to act in the manner I see my fellow employees. I can protest with the best of them, carry a sign, write letters to the editor and let my voice be know in Corporate. But I refuse to be unkind, rude and unpleasant. Yes, Management can ruin our company but we can sure do it much faster and more efficient.
My Silver preferred relative has called me to say he is considering dumping all his points into United. He has discovered their reservations, flight attendants and hub employees treat him with cheerfulness and respect. His last few flights on USAirways he has been sneered at and ignored by staff on the airplane and at CLT and PIT. Plus he has given up on our preferred reservations number after curt unpleasant phone calls.
Another relative had bag delayed. Though she flew revenue she was going to pick it up from the airport to save US a few bucks. She had little or no assistance with her simple questions where is the bag, and when will it get to its destination, from the baggage call center. Not at work, I called the 800 number thinking I could talk the agent through getting the information. Unhelpful and rude would be a mild way of describing the agents attitude.
For work and vacation I have ended up in First Class several times in the past few months. Most of the time I was served one drink. Rarely was I asked if there was anything else I would like to drink. Sometimes the snack basket would come around but not all flights. And most of the time I would only see the flight attendants if I went to the restroom. For I would find them gathered in the front galley around a computer, book, newspaper or having a spirited gripe session.
I have witnessed Customers ignored while Agents gathered around to discuss personal business. I myself have experienced the rudeness over the phone when I call downline to get problems fixed or find information.
My personal work ethics would not allow me to act in the manner I see my fellow employees. I can protest with the best of them, carry a sign, write letters to the editor and let my voice be know in Corporate. But I refuse to be unkind, rude and unpleasant. Yes, Management can ruin our company but we can sure do it much faster and more efficient.
