What customers want.

[Fly4Free]

Top 5 Areas Passengers Are Most Satisfied With
1. Ease of making a reservation
2. Courtesy/friendliness of reservation staff
3. Courtesy/friendliness of crew
4. Ease of baggage check-in (tie)
4. Presentation/attire (tie)

Top 5 Areas Passengers Are Least Satisfied About
1. Roominess/leg room of aisle/seat area
2. Amenities overall
3. Comfort/condition of seat
4. Timeliness of baggage retrieval
5. Frequency of in-flight updates
(i.e. weather conditions, locations, delays, etc.)

 

[BuffaloJoe]

Top 5 Areas Passengers Are Most Satisfied With
1. Ease of making a reservation
2. Courtesy/friendliness of reservation staff
3. Courtesy/friendliness of crew
4. Ease of baggage check-in (tie)
4. Presentation/attire (tie)

Top 5 Areas Passengers Are Least Satisfied About
1. Roominess/leg room of aisle/seat area
2. Amenities overall
3. Comfort/condition of seat
4. Timeliness of baggage retrieval
5. Frequency of in-flight updates
(i.e. weather conditions, locations, delays, etc.)

That may be, but the Bottom 5 is AT the bottom of all airlines. But US' Top 5, #1 can not be true. That belongs on the bottom 5. There is no way that can be what the passengers like the most. Even the web site is slow, I think I am using a 2400 Baud Modem, its slow.

 

[RowUnderDCA]

That may be, but the Bottom 5 is AT the bottom of all airlines. But US' Top 5, #1 can not be true. That belongs on the bottom 5. There is no way that can be what the passengers like the most. Even the web site is slow, I think I am using a 2400 Baud Modem, its slow.

For me, I'd agree with both #1's on those lists.

 

[AstroLounge]

How about the TRUTH and Honesty in doing business. Saw it FIRSTHAND Tonite........was picking up a friend at a hotel and witnessed a pair of Newleyweds try to check in at a hotel that US gave them a voucher due to a messed up travel itinerary. Front Desk personnel informed couple that THIS Property hasn't accepted USAirways vouchers in almost 5years....nice customer service. Couple was dumbfounded and I witnessed a commuter F/A (in uniform) try to rationalize the situation. Two pilots (not in uniform) shook their heads in disgust and muttered "Not so Christian remarks" 😛 and looked at Me, and stated "And they wonder WHY WE hate this place?". It took everything in Me to not personally drive the couple back to the airport and drive my vehicle right up the a** of the Agent that treated these people with utter disrespect. I wouldn't put my family on this circus come Hell or High Water. :down:

 

[BoeingBoy]

That may be, but.....

Fly4Free can correct me, but I think I've seen that survey somewhere and it's for airline travel in general. It's not specific to US' passengers.

Jim

 

[bofie]

At risk of being flamed...I think that things are a bit better from the pax POV. Not that they are good by any stretch.

What's better compared to 4 mos ago?

Even the 737s look a bit more polished inside...no smelly lavs in months of flying.

The rez system is still FUBAR, but I've not had a screwed up ticket in months. Still takes too long to make a reservation though.

Website is a bit more functional.

The gate agents are smiling again.

Food in F doesn't suck as much.

And most importantly I'm not as pi$$ed off at LCC as I have been. Must be a reason for this.

 

[US1YFARE]

Food in F doesn't suck as much.

Oh my goodniss?!? You be trippin....

 

[tadjr]

Front Desk personnel informed couple that THIS Property hasn't accepted USAirways vouchers in almost 5years....nice customer service.

Not sure why the agent selected this hotel then. We have a list of hotels that will accept our vouchers. We always call before sending people to the hotel to make sure they have rooms "At the voucher rate". You cant just ask if they have rooms, because once they get fairly full they wont take the voucher either.
Was the agent a new hire?
Does the city in question use the same hotels all the time?
Has their hotel list been updated? (You'd be surprised (probably not) at how many things still show old info in the computer from phone numbers to policies. Someone really needs to read thru some of this old stuff and delete/update it).
Have they used THIS hotel in the past few months? If they dont use it often, maybe the front desk person wasnt updated.
I know many hotels didnt accept the vouchers during bankruptcy, but that was 2 years ago.

I would definintely contact the manager at the station so they can figure these things out. Of course, if people SEE things like this and dont report them, they're going to continue happening. Just contact the manager so they can correct whatever the problem was so it wont happen to our customers again please. If you get any feedback, I'd be interested in hearing what happened as well.

 

[Travelpro72]

Had a mechanical the other day going to TPA which put us in there almost 1.5 hours late. So in turn it made the flight to PHL late. The customers were told BEFORE boarding and bags loaded that they would receive vouchers in PHL for their rooms. WELL as GREAT customer friendly USAirways would have it the agent came down to the a/c to tell the customers that they would in fact only receive a voucher for $70.00 towards a room. What the hell kind of operation are we running? It was TOTALLY the airlines fault and THAT is what the compensation is now? Oh talk about feeling like I were in the lions den. Unreal. A woman cried in the galley because her mother passed away and just wanted to get to PIT. THEN we get to PHL at 11:35pm and wait over 20 minutes to get into the gate. Nobody to marshall us in. This happens everyday here I'm guessing. If there is improvements being made they surely must be in the eyes of the execs out west. It is NOT a happy place and people are rarely happy be it customer OR employee.

 

[bofie]

Oh my goodniss?!? You be trippin....

Food still sucks, just not as much.

I'm keeping a photo of every meal I eat on LCC. I may send them to old lobjaw for his website :-o

BTW I already miss "2L 2R"

 

[US1YFARE]

Things have been incrementally better, but NOT sgnificantly better.

what, they are getting better at fibbing????

 

[RowUnderDCA]

I had a ticket agent in DCA do a fantastic and quick job changing an itinerary because of a 2 hour delayed flight, for me and my party.

I had to ask because of circumstances. He understood, re-routed us, including a separately ticketed companion who was already at the gate area for the delayed flight. He successfully re-routed her bag. He was great. I wonder why the Republic fight was delayed 2 hours and it was on the 'departures' screen at Metro but not announced at the gate. The mainline 737 was delayed and a SAUNA, but got us to our connection in time. I wonder what happened to the 150 departure to MSY last Monday.

 

[tadjr]

So in turn it made the flight to PHL late. The customers were told BEFORE boarding and bags loaded that they would receive vouchers in PHL for their rooms. WELL as GREAT customer friendly USAirways would have it the agent came down to the a/c to tell the customers that they would in fact only receive a voucher for $70.00 towards a room. What the hell kind of operation are we running?

Just curious if the announcement was made in TPA or PHL? When we give vouchers for hotels, we have to hand write them and just put the hotel (and price if we know it) if not, we just leave it blank for the hotel to fill in. We dont do the partial $ of a voucher in TPA. If we give you a voucher, its for the room. The vouchers for PHL are supposed to be able to be done in the computer, but I havent had any luck getting them to work. This way the customer would already have one before they get to PHL. Right now, we have to hand write everything and since Tempe doesnt trust us to not book rooms for us to party in (?) the vouchers are under lock and key at the counter and once the delay is made with people at the gate, they dont get a voucher until they get to PHL. Either an automated voucher that actually worked, or a written voucher that wasnt harder to get than a US passport right now would go a long way to customer friendly service. But, since we cant even do a ticket that requires an auditors coupon at the gate when rerouting (Airtran, or anyone that needs a paper ticket), why should we expect something so easy and customer friendly from Tempe? :down:

 

[philly rocks]

The customer wants sabre, sabre, sabre.
We can't help the customer without sabre, sabre, sabre.
Flights cannot get out on time because we need sabre, sabre, sabre.
Upgrades cannot be processed correctly because we don't have sabre, sabre, sabre.


Bring back sabre (and it better be soon), cause this pathetic computer we have is going to bring us down.

 

[SS255]

The customer wants sabre, sabre, sabre.

It's not that the customer wants "Sabre." The customer just wants to be able to book flights, redeem vouchers, have working kiosks, have their flights take off relatively on time, not stand in two-hour lines to check in, not end up with dupe seat assignments, be reunited with their bags on the other end, etc. without having to hear the excuse "Sorry....I don't know how to do that" from every agent they encounter. This was possible with Sabre, but from a customer's perspective, they don't care what reservation system is used....as long as it is transparent to them!!!