US Airways' problems taxi into second week 7:30 AM
07:30 AM EDT on Monday, March 12, 2007
By DIANA RUGG / WCNC
E-mail Diana: [email protected]
One week after a computer problem grounded US Airways passengers, the airline says the problem still isn't completely fixed. But the pressure is on as spring breakers are filling the flights to near capacity, meaning passengers who miss their flights will have fewer options for rebooking.
When US Airways and America West merged their computer reservations systems last week, the self-serve kiosks didn't come back online with the rest of the system. Now, according to US Airways spokeswoman Michelle Mohr, about 60 to 70 percent are working. She calls that an improvement.
“Last week we really had no success at all,†said Mohr.
If the system has improved, Charles Rice hasn’t seen it. He tried to check in at a kiosk for a trip to Fort Lauderdale, but the destination wouldn't come up.
“It has Fort Myers, it has Fort Wayne… It doesn't have Fort Lauderdale,†said Rice. "I guess I'm gonna stand in line, when I could do this."
Mohr says US Airways has technicians working 24 hours a day, seven days a week on the problem. The airline actually adopted America West’s system, called Share, and their technicians flew to Charlotte from Phoenix to monitor the transition.
The airline is also using what it calls “virtual agents†– ticket agents who are connected by phone to reservations desks in Phoenix, who can print boarding passes and bag tags at the Charlotte ticket counter without making passengers wait in line.
All this comes as the airline moves into its busy season. Passengers who missed flights because of computer delays last week were put on other flights as quickly as open seats would allow. During the spring, and until Easter, Mohr says there will be fewer open seats available. Passengers who miss flights might not be able to find another one the same day.
Mohr is hopeful that won’t happen.
“Hopefully in the next couple of days we'll have it all resolved,†said Mohr.
One thing the airline is relieved about -- the system flew through Sunday's time change without a hitch. Well, with one exception: some passengers didn’t set their clocks ahead and showed up late.
“We rebooked a few flights,†said Mohr.
US Airways says the best place to check in is online. Passengers can check in – with bags – and print a boarding pass up to 24 hours before their flights. They also advise travelers to show up two hours or more before their flights to make sure they’re not held up by any problems.
07:30 AM EDT on Monday, March 12, 2007
By DIANA RUGG / WCNC
E-mail Diana: [email protected]
One week after a computer problem grounded US Airways passengers, the airline says the problem still isn't completely fixed. But the pressure is on as spring breakers are filling the flights to near capacity, meaning passengers who miss their flights will have fewer options for rebooking.
When US Airways and America West merged their computer reservations systems last week, the self-serve kiosks didn't come back online with the rest of the system. Now, according to US Airways spokeswoman Michelle Mohr, about 60 to 70 percent are working. She calls that an improvement.
“Last week we really had no success at all,†said Mohr.
If the system has improved, Charles Rice hasn’t seen it. He tried to check in at a kiosk for a trip to Fort Lauderdale, but the destination wouldn't come up.
“It has Fort Myers, it has Fort Wayne… It doesn't have Fort Lauderdale,†said Rice. "I guess I'm gonna stand in line, when I could do this."
Mohr says US Airways has technicians working 24 hours a day, seven days a week on the problem. The airline actually adopted America West’s system, called Share, and their technicians flew to Charlotte from Phoenix to monitor the transition.
The airline is also using what it calls “virtual agents†– ticket agents who are connected by phone to reservations desks in Phoenix, who can print boarding passes and bag tags at the Charlotte ticket counter without making passengers wait in line.
All this comes as the airline moves into its busy season. Passengers who missed flights because of computer delays last week were put on other flights as quickly as open seats would allow. During the spring, and until Easter, Mohr says there will be fewer open seats available. Passengers who miss flights might not be able to find another one the same day.
Mohr is hopeful that won’t happen.
“Hopefully in the next couple of days we'll have it all resolved,†said Mohr.
One thing the airline is relieved about -- the system flew through Sunday's time change without a hitch. Well, with one exception: some passengers didn’t set their clocks ahead and showed up late.
“We rebooked a few flights,†said Mohr.
US Airways says the best place to check in is online. Passengers can check in – with bags – and print a boarding pass up to 24 hours before their flights. They also advise travelers to show up two hours or more before their flights to make sure they’re not held up by any problems.
