Why Is It? What's The Reasoning?

[vantheman63]

Okay...so, several of us have been yakking on another board...."why do FFers, VFFers and High Yield pax hate/distrust/have no respect for US Airways?

What happened to make us become this group of people who, after years of thinking the company could do no wrong, are not just unsatisfied, but EXTREMELY vocal about the product?

Why, after an announcement that essentially was very good for us yesterday, why do we take issue with it? Why do we get combative and say things like, "too late, I'm done?"

Is it because we are truly malcontents? Are we realy so negative in our daily lives we just have nothing better to do than dump on US? Is it possible for us to say ANYTHING nice about the company or it's products?

What gives?

I know my answer...that answer is, "you can only kick a dog so many times before it automaticly bites back when it sees you, without looking first to see if you have a treat in your hand."

My personal belief is, when people like UPNAWAY and others think we VFFers are a bunch of whining, malcontent, babies that, "we never use to be."

What happened along the way? Why don't other airlines encounter as much hostility? What is different about US Airways? What can be done to change it so we can go back to the way we were, truly patronizing and enjoying the product and people?

I'm mostly curious to hear from the good people that make US fly....and I hope the lurking management is wondering, "why do we finish in the bottom, CONSISTENTLY, for 2 years now, with complaints? Why do those pax hate us? What do we need to do to fix it?"

Lets hear what you have to say....

 

[nycbusdriver]

USAirways, once a premier businessperson airline, has made a conscious decision (a really BAD decision, IMHO) to reinvent itself as a leisure traveler airline. "Reinvent" is probably not quite accurate. The Tempe brain trust knew little about catering to the business traveler, since their operation has always been leisure oriented. The easiest solution (least amount of brainwork, study and learning) was to "dumb down" the east operation to match the west leisure-oriented operation.

It's all they knew. It's all they could figure out to do. Rather than design the product to match customer demand, they simply went with the lowest common denominator method. Shortsighted, yes, but typical Tempe.

 

[vantheman63]

USAirways, once a premier businessperson airline, has made a conscious decision (a really BAD decision, IMHO) to reinvent itself as a leisure traveler airline. "Reinvent" is probably not quite accurate. The Tempe brain trust knew little about catering to the business traveler, since their operation has always been leisure oriented. The easiest solution (least amount of brainwork, study and learning) was to "dumb down" the east operation to match the west leisure-oriented operation.

It's all they knew. It's all they could figure out to do. Rather than design the product to match customer demand, they simply went with the lowest common denominator method. Shortsighted, yes, but typical Tempe.

But why does that make us so jaded? Nasty? And have a complete lack fo trust in Tempe???

 

[LD3]

But why does that make us so jaded? Nasty? And have a complete lack fo trust in Tempe???

You answered your own question in your original post, "You can only kick a dog so many times". After all that Tempe has done, why would you trust them now? I firmly believe that if they came out and said, "we screwed up" then and only then they may be able to earn some respect back. It's not too late for US to become a once again proud airline, they need to listen to their customers and take stock in what they say...

 

[Harry Callahan]

LD3
I agree 100% with what you said. They really need to admit they screwed up.

 

[Black Magic]

Supposedly managment calls this style of airline "The New World." I guess in the new world people don't like things that used to be free. I dont understand the reasoning.

 

[nycbusdriver]

LD3
I agree 100% with what you said. They really need to admit they screwed up.

That's just it. They don't see themselves as screwing up. They went into it with eyes wide open (of course, the reality is that they could only see the inside of their collective colons.) They are exactly where they intended to be.

 

[vantheman63]

Supposedly managment calls this style of airline "The New World." I guess in the new world people don't like things that used to be free. I dont understand the reasoning.

I dunno...I for one don't expect something for nothing. And honestly, I do see an entitlement mentality, at times, with us FFers.

However...I think the real reason for FFer and VFFer rejection of this "new world" thing is this: "It was not done on the up and up." There was a WHOLE bunch of blame and finger pointing. And, the timing and use of timing was not good.

If "a la carte" is such a great idea...and I'm not saying it isn't, then why not say, "this is how we are doing it, it's a great idea and it's the great way to go."

Instead, the management used the oil spike, which EVERYONE knew (or should have known) wasn't forever, as the reasoning to do it. That same logic was used when removing FFer perks and the silly 500 mile thing. It didn't work because it was bogus....it was a stick stuck in the eye of loyal FFers.

The 500 mile thing is completely flawed from the get-go because they highest prices paid for are short hauls. That was the ENTIRE reason for "minimum mileage" in the first place! LOL I mean, it made ZERO sense.

Followed by and even more toxic, stupid, short sighted removal of bonus miles....the very people that make the airline have a chance at surving a down turn...the business people, were the ones that got the stick poked RIGHT into their retinas. That was actually bordering on retardation!

If management had REALLY wanted "change we could believe in" and to revolutionize the FF program, then what they should have done was to devise a new way to award miles, based on what a person pays in combination with the distnce they fly.

I'm flying FI, BOS-CDG in January....US wants $6,300 for Envoy...which is a majorly, stupid, completely insane and silly price for that product....FI was $2,600 for the same itinerary in "Saga Class," which is their business class. And the way their FF program works is that I'm awarded the highest number of points....because of what I paid...not just because of the distance flown.

Now, I'm not saying FI in business class is better than US...or CO...or anyone...what I am saying is that, their FF program makes a little more sense and their pricing, which works out to abtuo $0.31 per mile, makes LOADS more sense than US prices.

I think I knew the answer to the original question I posted...and I still feel like I know it...I'm just wondering what others think.

 

[UPNAWAY]

Nice calling me out eh!

I don't have any disdain for the customers, quite the contrary. I just find it curious that virtually everything that people complain about here you can find on any airline forum. But what I really don't understand is folks who have sworn off US Airways that cannot leave it alone?
This is a business, like it or not. If not move on, you do it for all other businesses in your life why are airlines different?

 

[vantheman63]

But what I really don't understand is folks who have sworn off US Airways that cannot leave it alone?
This is a business, like it or not. If not move on, you do it for all other businesses in your life why are airlines different?

I think that's a good question....and I think the reason people are still moaning, groaning and paying attention is that they are, we are still sad and angered...and in my case, wondering why Tempe didn't just come out and say, "our priorities have changed." I think had their been more honesty, up front, people would have been more accepting. Not that we would have liked it...but we would have been more accepting.

 

[4merresrat]

But why does that make us so jaded? Nasty? And have a complete lack fo trust in Tempe???

And I think you answered the question why is Usairways not the airline of choice for business travelers. Would you want to fly on a company with a bunch of malcontents at the ticket counter, gate, baggage, serving in flight, reservations, piloting your plane, etc etc???

 

[sharktooth]

But what I really don't understand is folks who have sworn off US Airways that cannot leave it alone?

It is like watching a train wreck, hard to tear one's eyes away from the inevitable disaster.

After the Barcelona passenger riot in a cabin last month that resulted in calling the policia (yes, it made the papers) and the corporate Tempe response that could, at best, be called ignorant arrogance, I would suggest that, while in slow motion, this has all the makings of a train wreck in progress.

Stepping over dollars to pick up pennies seems to be the Tempe corporate motto. I watched Eastern doing the same thing in it's declining years. Deja vu, all over again.

 

[aredeeyou22]

Simple. The answer is the volatility of oil, coupled with the state of the economy. I really don't think mgmt looked forward to devaluing the DM program, as well as the onboard service. I really do not believe that they were "excited" about charging $2 for drinks, $7 for pillows, or whatever. I think they were, in their minds, forward looking, and acted accordingly, whether we agree with it or not. Now whether you agree with the way they implemented it, that is another story....

People are losing their homes, the auto industry in on the fray, and DL, which just announced 15 obscure Intl routes last week, is suddenly looking to slow their International growth this week (as well as more domestic capacity...). And, DL has the added benefit of revenue powerhouses such as ATL and JFK, revenue generators that USAir lacks. Jury is still out: we shall see if US cut too much. I honestly do not think we have seen the worst of it. JMO.

 

[DrBeth]

What happened to make us become this group of people who, after years of thinking the company could do no wrong, are not just unsatisfied, but EXTREMELY vocal about the product?

Why, after an announcement that essentially was very good for us yesterday, why do we take issue with it? Why do we get combative and say things like, "too late, I'm done?"

From the passenger perspective, I experienced a culture change that was like someone pulled the rug out from under me, but slowly, over the course of three years, an inch at a time, without warning, so I was left stumbling around, trying to stand, but falling again, over and over.

Each and every time US made a policy change that negatively impacted my loyalty to US Airways, I wrote a letter saying please reconsider and this is why. All I received over the course of three years were poorly written form letters or nothing at all. And if I were reporting a negative travel experience, the poorly written form letter was accompanied by a PITA voucher, NOT a solution.

After a while, there is only so much one person can take. The removal of the mileage minimum and elite bonus was the straw that broke the camel's back. So reinstating something after MONTHS of letters, petition sites, etc. meant nothing. I was already gone. I already earned DL Gold Medallion as of last weekend and I had already finished flying US in October with Silver Preferred status locked up, just so I could avoid the fees if I ever had no other choice than to fly them again.

US should have responded sooner, instead of riding the coattails of CO and UA. And this reversal is not driven by a desire to please VFFs, it is a financial as well as a Star Alliance pressure issue. They had no other choice but to reinstate.

 

[freedom]

What happened along the way? Why don't other airlines encounter as much hostility? What is different about US Airways? What can be done to change it so we can go back to the way we were, truly patronizing and enjoying the product and people?

i know what you need ! HUGS ! that's right , we're starting a new program here at US Airways called hugs !

Everytime you step on board one of our aircraft and walk off it , you will get one warm bear hug from one of our very friendly flight attendants ...

but it doesn't stop there! when you check in , get ready for even more hugs! The attedant who directs you to your line will continue to do so as always , but now also hug you! and once you get to the check in counter , prepare to be double hugged as we squish you in a warmth sandwich of customer appreciation from not just one but TWO read me TWO gate agents !!

Finally when you go to pick up your luggage and leave , now not only will our fleet service agents check your bag tag and ID to make sure you match , but your not leaving without the last check , the HUG!!!

so feel free to fly us anytime ! we HUG you!!