Feb. 5, 2007
Dear Fellow Employee:
I’m excited to share some great news with you today. For the first time since March 2006 our Hat Trick bonus will pay employees for top three on-time performance during the month of December. But wait – that’s not all. We weren’t just in the top 3, WE RANKED #1!!!
This means employees will get an additional $50 (details are forthcoming)! My congratulations and thanks to all of you for this significant accomplishment.
2007 was a challenging year for our airline, with on-time performance that lagged our industry peers for most of the year. In December, US Airways’ A14 (arrivals within 14 minutes) of 74.5 percent outpaced the industry average (all airlines that report to the DOT) by 10.2 points. This performance turnaround is nothing short of amazing, and is a fitting tribute the hard work of the 36,000 dedicated people of US Airways. My hat is off to you, and I couldn’t be more proud to be a part of your team. What a great way to conclude 2007 by showing our customers the level of reliability that US Airways can deliver!
As always, let’s recognize our Power Play Employee for December.
•
I would like to nominate MR SO AND SO , a Piedmont Customer Service Supervisor working at PHL Express, for November Power Play Employee of the Month. Recently, SO AND SO FOUND SOMETHING in the computer system and notified the proper individuals of the problem. The issue was corrected immediately, and thanks to this decisive action, US Airways was saved from bad things
•
I would like to nominate SO AND SO , an employee in Payroll. I used to occasionally work with SO AND SO to resolve employee’s paycheck issues and she was always willing to go above and beyond. I am now a customer service instructor, and I recently had a few PHX new hires in my class that did not receive a paycheck, so of course I called SO AND SO . Although she is no longer the contact person for PHX, she was still willing to help out. She made some phone calls for me, tracked down the right person to help us out, and most importantly followed up! SO AND SO left me both emails and voicemails letting me know the progress of getting them paid! She also made sure that their paychecks were pulled out of the T-4 pile and were held in Payroll for my students to pick up.
Thanks to SO AND SO AND SO AND SO for being friendly and helpful to customers and fellow employees! Their names have been placed in our first quarter Above and Beyond drawing for up to a $10,000 prize. To nominate a Power Play employee, send an e-mail to XXXX with the subject line “Above and Beyond Nomination†and a brief explanation of why they should be a Power Play Employee for the month.
On-Time Performance
(percent of flights)
1) US Airways
74.5
2) Southwest
72.5
3) Delta
71.4
4) Alaska
71.1
5) AirTran
67.2
6) Continental
66.4
7) JetBlue
65.3
8) American
58.7
9) Northwest
57.4
10) United
54.8
On-Time Performance
We ended December with an A14 of 74.5. This is one of our best performances of the year and certainly our best ranking since March 2006. This is no doubt a sign of your dedication and teamwork.
Baggage
Baggage Mishandlings
Airline Reports Per 1,000
1) AirTran
4.22
2) JetBlue
4.32
3) Continental
5.81
4) Northwest
7.09
5) Alaska
7.51
6) Southwest
7.65
7) United
7.68
8) American
9.49
9) US Airways
9.63
10) Delta
10.61
With the holidays, the number of bags we handled increased, which also increased the number of mishandlings. We landed in 9th place for December with a ratio was 9.63 per 1,000 customers, and narrowly missed an 8th place finish. Our 9th place finish is consistent with our December 2006 ranking.
DOT Customer Complaints
Airline Complaints Per
100,000
1) Southwest
0.16
2) JetBlue
0.55
3) Alaska
0.56
4) AirTran
0.78
5) Continental
0.90
6) Northwest
1.14
7) American
1.16
8) Delta
1.51
9) US Airways
1.92
10) United
2.12
Complaints
Of course, delivering passengers on-time, with their bags helps reduce the number of complaints we receive, so with our A14 and MBR numbers dipping slightly, the number of complaints followed suit. In December, we received 84 complaints for a ratio of 1.92 per 100,000 enplanements, bumping us up to 9th place. This is our best ranking and ratio since February 2007.
A New Measure
It’s great news that we’re closing out the Hat Trick program on such a high note. Starting in January 2008, our DOT performance program, “Triple Play Bucks,†pays out a little differently but has potential for even higher monthly payouts.
Triple Play Bucks works like this: Employees will receive $50 for a first, second or third place in on-time performance, bag mishandling and consumer complaints. We earn $100 for hitting two of three, and $150 if we place first, second or third in all three DOT-measured categories. Don’t spend it yet, but early estimates suggest we might just earn more cash for January’s performance, too!!!
2008 is already off to a great start—we’ve gotten back to the basics by focusing on D0, improved reliability and we’re making great progress in the area of appearance, which means, among other things, customer convenience items like reading lights and tray tables look right and work right. Let’s keep up the great work. Thank you for continuing to take care of our customers.
Robert SO AND SO
To see the latest DOT report and previous reports, please click here or go to
http://airconsumer.ost.dot.gov/reports/atcr07.htm
(end article )
oh geez we ARE going to get 150 aren't we ? #### , well guys that's it ....
🙁
It's been nice knowing you ! is there someway us airways can fight off an acqustion ? geez i hope so , what's going to happen to those of us here in PHX on the ramp i wonder ? If anyone knows what would go down if united took over please let me known ...
While there’s the off possibility that I could be wrong about all of this , that I give my source too much credibility , I just don’t think I’m wrong on this … wow this is totally like the titanic , this ship is going down , and most people don’t even know it yet … WOW …