US Airways Web site draws ire

[Justme]

New Web site combines with America West; customers find glitches
SARAH RABIL
srabil@charlotteobserver.com

Story Here

 

[Art at ISP]

Here is my experience from yesterday:

Tried on line check in for today's flights. First I could not enter my departure city-it said that LGA was not a city served by US. Then I tried the drop down city list, and it was empty. So there was NO way to enter the city, so there was no way to check in.

After trying 7 times I tried calling the help desk, and it was busy. Then I tried the on line chat help, and got a message that all operators were busy try again later.

After 15 attempts at redialing the number I finally got through to someone who tried to help and after a half hour of trying we got it to work.

Later in the evening I tried to book a trip for next month to the west coast--again the system said 8 times that LGA is not a city served by US Airways. I gave up and went to United's web site and priced the trip.

If the guy in the story above and I are practically pushed to go elsewhere by a malfunctioning web site, how much revenue do you think they will lose until it's fixed? Why couldn't they beta test it before release?

Sorry to say this is sounding like the not ready for prime time web site, with limited support available to the customer.

Oh and something else--I went to the "wireless" section and downloaded the Palm Query Application--only to find it is incompatible with Palm OS 5. It puts the icon on the device but there's no program.

 

[USCREW]

Here is my experience from yesterday:

Tried on line check in for today's flights. First I could not enter my departure city-it said that LGA was not a city served by US. Then I tried the drop down city list, and it was empty. So there was NO way to enter the city, so there was no way to check in.

After trying 7 times I tried calling the help desk, and it was busy. Then I tried the on line chat help, and got a message that all operators were busy try again later.

After 15 attempts at redialing the number I finally got through to someone who tried to help and after a half hour of trying we got it to work.

Later in the evening I tried to book a trip for next month to the west coast--again the system said 8 times that LGA is not a city served by US Airways. I gave up and went to United's web site and priced the trip.

If the guy in the story above and I are practically pushed to go elsewhere by a malfunctioning web site, how much revenue do you think they will lose until it's fixed? Why couldn't they beta test it before release?

Sorry to say this is sounding like the not ready for prime time web site, with limited support available to the customer.

Oh and something else--I went to the "wireless" section and downloaded the Palm Query Application--only to find it is incompatible with Palm OS 5. It puts the icon on the device but there's no program.

How infuriating. Hope they figure it out ASAP.

 

[jimcfs]

Looks like another example of I.K.E in action from the Sandcastle.

I.K.E = I Know Everything

Being like me and having an "opinion" on everything is entirely different then having the arrogance to think you KNOW EVERYTHING!

Looks like bidness as usual from the Sandcastle. Talk the talk but can't walk the walk.

To date the Sandcastle seems to have adopted ONE characteristic of the "Legacy Carriers" and that is unbridled arrogance and a customer be damned approach. The is not LCC just "Low Rent" and unprofessional IMO.

On the customer side, IKE is known as WTF!!

 

[bofie]

On the customer side, IKE is known as WTF!!

It must be tough to have a website scrutinizing and condemningevery failure.

Having said that, what sort of F/U does it take to get fired from Tempe? This would be good enough in most places.

 

[US1YFARE]

It must be tough to have a website scrutinizing and condemningevery failure.

Having said that, what sort of F/U does it take to get fired from Tempe? This would be good enough in most places.

I hear if they pour the whole mini in your drink that person will be promptly terminated. Giving the can to a customer, whether in Y or F is completely unaccetable. And, failure to do the SkyMall announcement will have you escorted from the airplane immediately.

 

[700UW]

You would think they would have totally tested it before putting out for public use.

Oh wait, what am I thinking?

This is the same management that can't get plane painted correctly.

 

[diogenes]

I think every corporation needs a website like this to critique, good and bad.

Corporations preach competition. Well, when you compete, you are opposed sometimes.Deal with it!

 

[700UW]

Guess they need to create a Vice President of the Web Page now to get a handle on it.

Checkout the arrogance, is this CCY reincarnated?

US Airways spokesman Phil Gee said the company is pleased with the transition so far.

"When you're undertaking something so massive there's going to be some glitches here and there," he said.

Some customers also had trouble viewing their Dividend Miles balances, or found miles were missing. The accounts were supposed to reflect their combined frequent-flier miles from the two airlines.

 

[john john]

Any guess who will clean up the mess?????????????
COUSTOMER SERVICE AGETNS AGAIN ………….

 

[LCC_#1]

Good morning guys,

It appears the website is performing better today. I tested LGA-LAX and had no problem. LGA-DCA...no problem. Freakin Boise-CLT...no problem and ACK (Alaska)- CLT...no problem.

I also have a reservation for a ticket from BWI-CLT on May 29. I put in my confirmation number and all was fine. The info came right up.

Let's hope the glitches are getting worked out.

 

[USCREW]

I hear if they pour the whole mini in your drink that person will be promptly terminated. Giving the can to a customer, whether in Y or F is completely unaccetable. And, failure to do the SkyMall announcement will have you escorted from the airplane immediately.

Here is another huge inconsistency. On the shuttle, we always give the whole can, and water and juice are served chilled without ice. But then, shuttle pax also get free magazines, newspapers, o.j. and coffee in the boarding area and can deplane from both ends.

 

[LCC_#1]

Yeah, That's the ticket, Field test the web site on the people who pay your salaries. Real smart!! But hey it's cool, all those highly experienced customer service folks like john-john will bail the executives out.

Hang in john-john some know what you put up with.

PB

Alittle confused on your response with my quote. You hittin the sauce early today?

 

[RICflyer]

Since about 2:00pm eastern time today, 5/23, the new US website is totally down all you get is:

Runtime Error
Description: An application error occurred on the server. The current custom error settings for this application prevent the details of the application error from being viewed remotely (for security reasons). It could, however, be viewed by browsers running on the local server machine.

Details: To enable the details of this specific error message to be viewable on remote machines, please create a <customErrors> tag within a "web.config" configuration file located in the root directory of the current web application. This <customErrors> tag should then have its "mode" attribute set to "Off".

This is a big mistake on US's part why would they not test this site. Somebody needs to be fired!!!!!

OK the website is back up now but still this process was NOT thought through. I have been a big supporter of the new US but this is about all I can take.

 

[PhxMama]

Any guess who will clean up the mess?????????????
COUSTOMER SERVICE AGETNS AGAIN ………….

Hey John, Its been a nightmare on the west side with all the DM and FF problems along with web issues. The only upside to this has been the snacks given while working! Every dept is overhwelmed and trying to fix problems. The current mantra is that there are only a "few" glitches and we are so lucky its going so well!