Piney, you may be stubborn, but many of us appreciate "what you do and who you are" !
Cheers
LGA777
Piney, you may be stubborn, but many of us appreciate "what you do and who you are" !
Cheers
LGA777
vantheman63
Senior
I agree....however....
I simply chose US Airways last....even after WN when all things are equal. Now, if they have a fare that just can't be beat, like my $63 ticket I just bought for my wife and I, from PVD-ORD via PHL....then I'll fly them because I can stand the lower standard of service on short hauls like that...and that's just a crazy price. Like the $89 fare I bought to MCI not long ago.
But when it comes to paying premium money and/or needing premium service....not only is US last, it's not an option.
As I've said many, many, many times...."I'll still fly US and never say that I won't fly 'em again, but I will only do so as a last resort or when the price is (really) right."
Doesn't seem to be a healthy, sustainable relationship from my vantage point.
I just did PVD-IAH via EWR on CO....B762 from EWR to IAH, in Business First (paid FWIW).....goodness....that will make you forget about the unpleasentness that has become "Nightmare via Sand Castle." Holy smokes....Like, $456 all in, one way....and I almost stood up and applauded at the end of the flight. Reminded me a little of the old PI days.
US flies that route (PHL-IAH) via EMB170/175....let me think....crammed in an RJ for 2 and a half, 3 hours....or enjoying 70" pitch in a B762....hmmmm....
Yeah, well, I've wasted enough of everyone's time on that "conundrum."
The price you are paying is not "right" by any means. $63.00 PVD-ORD?? $89.00 to MCI?? These prices are all WRONG. What is US Airways thinking?
These fares are probably lower than Greyhound!! When we are charging fares this low, you should EXPECT a lower standard of service.
JAMAKE1
Veteran
Excellent. So many airline consumers are willing to sacrifice their standards and settle for mediocrity (at best) because an airline (and I don't just mean USAirways) has them hooked by their mileage program or flight times that may be slightly more convenient, regardless of how deplorable their service levels may be. Continuing to patronize said companies give their leadership little incentive to improve the product or service standards. As a consumer, I too, like to reward companies for good behavior (read, that are focused on the customer) by voting with my wallet...
JAMAKE1
Veteran
That's what VTM said. For that price, he is willing to tolerate a lower standard of servce. For a premium price, he is unwilling to tolerate a lower standard of service. That's why he has taken his premium business elsewhere.
vantheman63
Senior
EXACTLY right. Exactly.
It's the only way I keep from being "disappointed." I figure, "If I just paid that crazy of a price, the fact I got there is all that really matters."
You are EXACTLY correct. And I did a TR on another website on my $89 flight MCI-PVD via DCA...and said as much...."the airplane was pretty beat, but who cares, I paid $89."
Art at ISP
Veteran
The recent discussion on this thread brings up a number of points, but since they are not directly related to the topic of 767 seats, I won't go into it here--
I will start another thread on the subject of managing expectations.
It's a good dialog here though.
I will start another thread on the subject of managing expectations.
It's a good dialog here though.
vantheman63
Senior
That raises an EXCELLENT point and one I've attempted to make on other boards.
It is this: "We are buying transportation, NOT "Frequent Flyer points and programs." I mean, you have to give US or any airline credit..that they've created a program that keeps people's eyes off the actual product.
Honestly, US miles ARE easier to use then CO. No doubt. However, at the end of the day, I own, operate and manage two companies. Yes, FF points are a nice perk. Yes, they can influence my decision but NO, they will not make me compromise nor accept inferior quality. But the key thing to remember, "these are my companies and my travel dollars, not some corporation." There have been more then one business paper written about how FF programs cost corporate travel departments LOTS of money, by influencing employees to fly FLL-BOS via IAH. That's VERY well documented.
And, as someone who has a working knowledge of various "currencies," the rocket scientists at The Sand Castle continue to devalue their "Dividend Miles" by offering STUPID programs like "Use 10,000 points, save $50." And goodness knows how many other stupid programs that do NOTHING to add any value to the equation.
Right now, the fact that people stay with US says one of 3 things:
(a.) There is no other option
(b.) The price is stupidly low
(c.) The FF program has 'em addicted like a crack whore is addicted to the rock.
If they destroy the DM program....and severly devalue it by "printing points in the basement" and or continuing to offer poorly thought out, silly programs....they'll remove the biggest hook they have for "higher" travel dollars.
But what the hell do I know about anything??? I'm just a "cheap customer who won't pay for anything."
(Feel free to move this to a more appropriate thread if necessary and/or it will help the exchange of thoughts.)
JAMAKE1
Veteran
I've never thought of it that way, but you're right, indeed.
Excellent.
I could talk about this stuff all day as I truly value as well as enjoy studying companies that excel in customer service (for me, Wells Fargo, Whole Foods, Nordstrom, Ritz Carlton). The vision and expectation is clearly established at the top and clearly executed down through every layer, to the front line. Consistency at every level. It turns me on, actually.
vantheman63
Senior
From a "strategic" point of view, it's called "Front Stage, Back Stage."
The "Front Stage" is all the stuff you see with the product....in the case of an airline, it's the seat, the service, the customer service, etc. In the case of this thread, the "Envoy Seat on the B762.
The "Back Stage" is all the stuff that goes into making the product work. The research that goes into buying the seats, paying for the seats, executing and implementing the seats.
The "Front/Back Stage" reference is derived from a play or a motion picture...LOTS of work goes on behind the scenes that you never see, but if it didn't happen, the play or movie would not be good.
The strongest products and "customer satisfaction" comes from well executed "back stage" work.
I would argue, US Airways has a horriffic "back stage" program. Yes, the airplanes are airworthy and they fly well, but the customer sees FAR too much "back stage" when things go wrong...and the management frequently airs the back stage and schluffs blame off on others, like the ATC and customers who won't pay...not standing behind the product, therefore effectively saying, "we don't have our house in order, we can't guarantee anything will work the way it's supposed to...other then the airplane landing safely." And the management seems happy to believe that "minimal expectations" are acceptable...."airplane arrives on time, with your luggage" appears to be all that matters....and even that part hasn't been executed well.....these are all signs of a very weak management. Perhaps the limelight has been traded for actual, effective work? Just one of my observations.
Companies with EXCEPTIONALLY strong "back stage" work are the Nordstroms, The Rits, Four Seasons...and Bank Of America, who has done an AMAZING job moving to the top ranks in customer service. In the airline world, CO and YX are the models.
I flew CO from PVD-IAH via EWR today...in F Class.....paid. I arrived on time and with my bag. Super. I expect that. But what draws the extra $200 or $300 out of me to "pay the money" and not rely on an upgrade are the things that are important and worth something....a seat that works, a clean airplane, a decent meal, good IFE....etc.
None of this is rocket science...it's really VERY simple. The fact that its been made so damned complicated baffles me. And the fact that US managment is getting away with it is even more confounding to me.
Then again, what the hell do I know? I'm just a passenger who won't pay for service. 😉
JAMAKE1
Veteran
Vantheman: With me, you're preaching to the choir. I couldn't be more in agreement. It appears, (based on many of Mr. Parker's public comments), that USAirways will not embrace this strategy, or this type of paradigm, anytime soon.
Great discussion, however.
Jamake1
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