Roachfest 04 Makes The Headlines

BoeingBoy

Veteran
Nov 9, 2003
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'Cockroaches' U.S. Airways Wanted to Keep

By Keith L. Alexander
Tuesday, August 24, 2004; Page E01

Some of US Airways' biggest cockroaches invaded Philadelphia earlier this month.

These "cockroaches" are more than 500 of the airline's frequent fliers. They coined the term two years ago after a US Airways official referred to travelers who refuse to always pay top dollar but want the elite perks as pesky freeloaders.

They began to meet via cyberspace on the frequent flier Web site www.flyertalk.com and made up coffee mugs, lapel pins and luggage tags with a picture of a cockroach with the US Airways emblem on its back. They fly as much as 50 to 75 times a year on the Arlington-based airline. Many of them know the rules and regulations better than some of the airline's employees.

In December, cockroach Bob Johnson, a Mystic Island, N.J., sales trainer, contacted Christopher L. Chiames, US Airways senior vice president of corporate affairs. Johnson told Chiames that a group of the frequent fliers planned to meet in Philadelphia this month and asked offhandedly if he and some other US Airways executives would join them. Chiames accepted -- and arranged to bring nine other top executives with him. They included the heads of the customer service department, marketing and e-commerce.

So on a Saturday afternoon, about 60 of US Airways' most frequent fliers flew in from Washington, Los Angeles, Florida and other parts of the country for what was called Roachfest 2004, at a four-star restaurant at Lincoln Financial Field.

The executives came to hear about what the travelers think the airline can do better. The travelers came to hear about the future of their favorite airline -- or whether there's a future at all. But more important, they came to give suggestions about what the airline could and should do to survive.

"It could have very easily been a #### session, but it wasn't," said Sol Brotman, a Jacksonville, Fla., dentist. "People came with problems and suggested solutions and we received significant information from US Airways about its future plans that were shared through good, frank discussions."

One of the biggest criticisms the travelers had was US Airways' antiquated Web site. These travelers prefer to purchase tickets online, but when they have difficulty navigating the site, get error messages whenever they hit the back space key or are unable to find available-seat maps, they leave frustrated.

The airline executives conceded that their site needs work and said they plan to unveil a new site next year. Chiames told the travelers that the airline stopped investing in the Web site four years ago because executives at that time believed US Airways was about to be acquired by United Airlines. But that plan was killed by the government in 2001, leaving US Airways to play catch-up on many things, including its Web site.

One of the bigger issues these travelers said the airline must figure out is how to give its best customers who purchase higher-priced tickets during the week, for work purposes, the ability to upgrade to first class on flights for which they happen to purchase a cheap ticket, such as on the weekend.

Another big gripe was the quality of limes served with drinks in first class. Many of the limes were either brown or withered, the travelers complained. So the roaches presented Chiames (pronounced "chimes") with a box of three dozen limes.

"I wonder what they would have done if my last name was Smith," Chiames said.

The executives described their survival plan for the airline, which includes reducing costs enough to where it could become more of a low-fare carrier.

And they broke one piece of good news: They no longer are contemplating elimination of first-class sections.

Chiames said some of the requests from the travelers just wouldn't work -- for example, replacing the plastic cups in first class with glass or crystal.

"God answers all prayers, but sometimes the answer is no," he said. "We can't give the customers everything they want, but we have to look at what they want and build a better airline that's relevant to the customer."

The group met for nearly four hours, including breakout sessions. But even that wasn't long enough for Alexandria-based frequent flier Alysia Brown.

"It could have gone on for four more hours and we would have sat there," said Brown, an information technology specialist who has about 100,000 frequent flier miles with the carrier.

Despite the airline's financial troubles, these travelers said they have faith that the carrier is going to be around and they aren't planning to use up their miles.

"We wouldn't have showed up that Saturday afternoon if we thought the airline wouldn't exist in the next six months," Brown said.

These travelers said the airline's Go Fares initiative, new TV and newspaper advertising campaigns, and the plan announced yesterday to open a mini-hub in Fort Lauderdale prove that the carrier plans to be around for a while.

Frequent flier guru Randy Petersen, publisher of Inside Flyer magazine, is not as confident. He suggested that frequent fliers "save less miles and spend a little more" by booking flights on US Airways partner carriers such as United or another of the 16 or so airlines that make up the Star Alliance.

The cause for Petersen's concern, he said, is not that the airline could file for bankruptcy. In bankruptcy, a traveler's frequent flier points are still honored. His concern is that travelers could lose their points if US Airways is liquidated.

Still, the group was encouraged enough by what it heard that it voted to change its name after the meeting from Cockroaches to Ffocus -- short for Frequent Flyers Organized and Committed to US Airways Success.

Frequent flier Johnson said that when they got into financial trouble, US Airways and other airlines refused to listen to travelers and instead dictated how they would treat customers, what routes they would fly, what amenities they would offer and how they would price their tickets. But thanks to the Internet and the increased competitiveness of the industry, airlines found they had to listen to their best customers to survive.

"US Airways had the mind-set that the customer was the enemy. They were used to dictating, not listening to the customer," Johnson said. "But that weekend, to their credit, US Airways tried to listen to the people who actually fly the airplane."
 
BoeingBoy said:
"US Airways had the mind-set that the customer was the enemy. They were used to dictating, not listening to the customer," Johnson said. "But that weekend, to their credit, US Airways tried to listen to the people who actually fly the airplane."

Yikes... Piney has promoted himself to the cockpit. :shock:

How could he eliminate the Cockroaches, what will he do with all that pin inventory now? :blink:

"Good evening ladies and gentleman from the cockpit. This is captain chip, along with first officer Piney, and we'll be lecturing you folks on how to do your job and what pay and benefits to surrender during tonights flight."



I don't like the new name, I get a mental image of your spokesman, Stuttering John, "fffffffocus."

How about Foc-us? Because that's what they've been doing to all of us for some time now. Say it reallllll slow, you silly fokkers.

"Flight to oblivion, boarding now at gate c-12"
 
Ther once was a commercial that went "Ford has a better idea".

Well, it appears that Piney's idea has taken off. Its the better idea that gets a head of steam and leads to stunning successes. IE Google, Yahoo, Microsoft Windows, post it notes, duct tape....just to name a few.

Congradulations Piney on the recognition your idea is receiving.

Denver, CO
 
Dilligas said:
"Good evening ladies and gentleman from the cockpit. This is captain chip, along with first officer Piney, and we'll be lecturing you folks on how to do your job and what pay and benefits to surrender during tonights flight."
[post="172302"][/post]​
Dilligas

I and others who lurk here try to understand the frustration and bitterness of the employees who post on this board. I say try to understand because we don't walk in your shoes, thus we will never completely understand. Most of us are very loyal to this airline because of the people on the front line.

I'm not going to defend Piney here as he does this quiet well on his own. However, you will not find anyone, anywhere who cares more about the survival of your company. He has worked harder than anyone I know behind the scenes to build this bridge to management, even at a time when they didn’t welcome us with open arms. I would hate to add up all the hours he has spent on this effort. He and sixty more loyal customers spent their money, time and effort to reach out and offer our help in any way we could. We simply wanted to provide ideas that would help save the place, and your job.

I was amazed at the concern of all that attended. I was also amazed that there was no whining about state of the company and elite benefits, etc. Yes there were some light hearted jabs, meant to lighten the mood. There were many very good suggestions made on how to improve revenue, cut cost, attract more VFF, etc. Had you been there I believe at the very least it would have warmed your heart that you have customers who care as much as you once did

Regardless of how you feel about Piney, when you go after him on this subject, I find it very offensive. He is trying to save your job. Enough said.

BTW, the pins are all gone..........
 
BoeingBoy said:
'Cockroaches' U.S. Airways Wanted to Keep

By Keith L. Alexander
Tuesday, August 24, 2004; Page E01

Another big gripe was the quality of limes served with drinks in first class. Many of the limes were either brown or withered, the travelers complained. So the roaches presented Chiames (pronounced "chimes") with a box of three dozen limes.

"I wonder what they would have done if my last name was Smith," Chiames said.

[post="172245"][/post]​
Ok, let's lighten the mood a little bit.......

I'm quiet sure Chris is glad his last name is not Smitty........ :D
 
These travelers said the airline's Go Fares initiative, new TV and newspaper advertising campaigns, and the plan announced yesterday to open a mini-hub in Fort Lauderdale prove that the carrier plans to be around for a while.

Ugh. Where are the reduced costs to make all these things viable? You can't just lower your fares and throw money around and expect to survive. Not to mention that Gophers are NOT an iniative, but a response to LCCs. Reduce your systemwide costs, and make Go-fares system-wide, and then market the hell out it, and customers will pay attention. I'm sure the carrier plans to be around, but whether that plan is realistic or not is very questionable.

St. Pete times article

US Airways executives listened to ideas, without committing one way or the other. Except in the case of a traveler who asked if the airline would give elite members advance notice of fare sales - a violation of federal law.

"I'd go to jail for that," said Barry Biffle, managing director for the airline's marketing and revenue development.

Unreal. Just unreal. US was kind enough to send several high ranking executives to meet with their customers, and these are the kinds of questions that are asked? I can't believe someone wasted their time like that. Is it too much to ask for people who fly 50,000 miles a year and who care enough about the airline to attend a conference about it to have a basic understanding of the industry?
 
Bob,

Congrats on the positive press. Who knows if it'll work or not, but if it doesn't it won't be because you didn't try.

Jim
 
whlinder said:
Ugh. Where are the reduced costs to make all these things viable? You can't just lower your fares and throw money around and expect to survive. Not to mention that Gophers are NOT an iniative, but a response to LCCs.


Unreal. Just unreal. US was kind enough to send several high ranking executives to meet with their customers, and these are the kinds of questions that are asked? I can't believe someone wasted their time like that. Is it too much to ask for people who fly 50,000 miles a year and who care enough about the airline to attend a conference about it to have a basic understanding of the industry?
[post="172366"][/post]​


Employee issues were off the table. We did discuss priorities for frequent flyers. Where cost cutting can occur without losing the high revenue or high volume customer. Both sides presented ideas as was stated in an earlier quote in the article.

The Biffle quote and the request makes for interesting journalism. The rest of the discussions were about subjects that are boring to most non-frequent flyers such as software interfaces, hardware expansion and integration, inventory management, customer-employee interactions, and cost-effective loyalty programs. Not only was there a "basic understanding of the industry", two members of management commented to me that (and I paraphrase), "some members of the group know parts of our product as well, if not better, than we know our product".

None of the 70 participants indicated to me, either at or after the meeting, that it was a waste of time.

Sorry, wh, we had a good time and learned quite a bit from each other. It's much easier to sit at a computer and complain than make the effort to go above and beyond. Management and customers made the effort in this case. In addition to the tangible results that will occur after our discussions, intangibles such as the best PR and press the company has seen in a month has gotten peoples' attention, including yours.
 
Are you still transcribing the minutes of the meeting? I know many of us are waiting anxiously to see the answers to the questions presented to your group for submission.
 
whlinder,

Rome. Lions vs Christians. Sunday matinee. Score so far - Lions $45 million plus, Christians $0 and losing.

Jim
 
AtlanticBeach said:
The Biffle quote and the request makes for interesting journalism. The rest of the discussions were about subjects that are boring to most non-frequent flyers such as software interfaces, hardware expansion and integration, inventory management, customer-employee interactions, and cost-effective loyalty programs. Not only was there a "basic understanding of the industry", two members of management commented to me that (and I paraphrase), "some members of the group know parts of our product as well, if not better, than we know our product".
[post="172380"][/post]​
I'm sure that a lot of cockroaches know the US product better than US management. As much time as some of you spend on US planes, and as much as you care about the airline, it isn't surprising at all. (Not to mention how you know the DM program inside and out)

Sorry, wh, we had a good time and learned quite a bit from each other. It's much easier to sit at a computer and complain than make the effort to go above and beyond. Management and customers made the effort in this case. In addition to the tangible results that will occur after our discussions, intangibles such as the best PR and press the company has seen in a month has gotten peoples' attention, including yours.

I'm not a US elite so I don't have a vested interest in making sure that US doesn't eliminate the perks I am accustomed to. I'm not complaining about anything; I don't care what US' flyers do nor do I care (for the most part) what US does as a company. I personally hope US can transform itself into a viable, competitive company. But I won't ignore what I perceive to be poor strategic decisions, nor will I run around saying how great go-fares are until they are actually something worth getting excited about.

I hope that roach-fest does produce some tangible results. I'm curious as to what results the participants expect from US as a result of the meeting.

What got my attention was seeing a participant ask US to ok fare changes with its frequent flyers before actually filing them. Getting those articles in newspapers is certainly good PR. US can definitely use it.
 
whlinder said:
But I won't ignore what I perceive to be poor strategic decisions, nor will I run around saying how great go-fares are until they are actually something worth getting excited about.

[post="172409"][/post]​

Sure, the GoFares may be the result of WN, but I think they are great. I can fly last minute to FLL on a fully refundable ticket for about $250. I used to pay about $900. I can fly to LAX for less than $200. I can fly FC to the west coast for about $700--I used to pay $2300 for a Y ticket to SFO or LAX from PHL. Before GoFares, I could easily book a last minute trip to the west coast on US from PHL, now, the planes are full. The same is true for a lot of other GoFare cities. I can go to PVD on a fully refundable ticket for about $120 and to Boston for about $200--cheaper and faster than Amtrak.

If you are saying you aren't excited because it was reactionary of US to create them, then, yeah, they did. But, I think they are being pretty proactive about expanding the GoFare system to other cities and marketing their new low fare concept. Maybe some of the fares are smoke and mirrors, but isn't that what WN is all about? They don't have nearly the service frequency out of PHL that US does, and, their lowest fares are EXTREMELY limited--but, until people start comparing the fares of WN to US, they believe that WN is all about being the cheapest--they aren't, they are shrewd marketers. US is learning that, slowly, but they are learning--the most recent example being the international GoFares out of FLL.
 
US1YFARE said:
Sure, the GoFares may be the result of WN, but I think they are great. I can fly last minute to FLL on a fully refundable ticket for about $250. I used to pay about $900. I can fly to LAX for less than $200. I can fly FC to the west coast for about $700--I used to pay $2300 for a Y ticket to SFO or LAX from PHL. Before GoFares, I could easily book a last minute trip to the west coast on US from PHL, now, the planes are full. The same is true for a lot of other GoFare cities. I can go to PVD on a fully refundable ticket for about $120 and to Boston for about $200--cheaper and faster than Amtrak.

If you are saying you aren't excited because it was reactionary of US to create them, then, yeah, they did. But, I think they are being pretty proactive about expanding the GoFare system to other cities and marketing their new low fare concept. Maybe some of the fares are smoke and mirrors, but isn't that what WN is all about? They don't have nearly the service frequency out of PHL that US does, and, their lowest fares are EXTREMELY limited--but, until people start comparing the fares of WN to US, they believe that WN is all about being the cheapest--they aren't, they are shrewd marketers. US is learning that, slowly, but they are learning--the most recent example being the international GoFares out of FLL.
[post="172411"][/post]​

You've sort of just pointed out the flaw in Go Fares....according to their last 10Q report, the CASM is 11.68 cents. It's 1,162.8 miles one way from PHL to FLL...2,325.6 miles round trip. And as you say, US will sell you a fully refundable round trip ticket for $250.

Now...when I do the simple math...$250 divided by 2,325.6, I get a result of 10.7 cents per seat mile. That tells me that they could load the plane with nothing but fully refundable ticket purchasers.... and still not make a profit on the flight. Southwest on the other hand charges $362.80 for a fully refundable round trip. That equates to about .15 cents per seat mile. Granted, their costs are lower, but do you notice that 15 cents is 3.32 cents OVER the current CASM? Looks like they are fighting Southwest with a fare that they can match and still make money, but you can't. Imagine what the results would look like if Go Fares only attempted to match, not beat, Southwest.