In Friday's Arizona Republic (http://www.azcentral.com/arizonarepublic/business/articles/0526biz-usairways26.html):


Some tidbits:

". . . no major problems have surfaced, and the company says the launch could not have gone much better."


"Christ says the mileage discrepancies were expected. . . "


US Airways debuts improved, easier-to-use Web site

Dawn Gilbertson
The Arizona Republic

One of the first things America West executives heard from US Airways travelers after the airlines' merger last year was a plea to ditch US Airways' Web site.

It was hard to navigate, with flights awkwardly displayed and options hard to decipher. The numbers bore it out: just 13 percent of US Airways' ticket sales came via usairways.com, compared with 31 percent at America West.

America West's conversion rate, the folks who booked rather than just looked, was 75 percent higher than US Airways' despite a lot more visitors to the site.

"People would get there and they would get frustrated with the process and then they'd quit," said Travis Christ, vice president of sales and marketing for the new US Airways.

The airline listened and this week quietly debuted the new usairways.com. It replaces americawest.com and the old usairways.com and is based on the former America West Web site. Visitors to the old sites are redirected to the new site, which has the temporary address of www2.usairways.com/awa.

The switch to a single Web site and, in tandem, a single frequent-flier program, marks a key merger milestone and erases two high-profile pieces of the home-grown America West. Americawest.com and FlightFund, its longtime frequent-flier program, are no more. Aside from repainting the old America West's planes, these are the biggest changes customers will see as a result of the merger.

The new Web site includes some features of the US Airways site, including the ability to type in a city name or airport code for flights instead of having to scroll down a long list of cities served, as you did at americawest.com. And for the first time since the merger, travelers will be able to book America West and US Airways-operated flights in one place.

The Tempe-based airline is not hawking the changes to travelers yet because it wants to shake out the glitches over the next couple of weeks.

The early reaction on the new usairways.com has been mixed, though no major problems have surfaced, and the company says the launch could not have gone much better. (More Here.) (http://www.azcentral.com/arizonarepublic/business/articles/0526biz-usairways26.html)

"Could not have gone much better." Anyone surprised?

Nope. Not me. When the entire US executive team has very firmly disconnected from its markets and customers, everything is just perfect in their eyes.

Let's see...7 day unlimited upgrades, low-fare, best frequent flyer program, first class catering free for US by their snack box vendors, standard mileage award availability, Envoy is competitive with the competition...why would we expect ethical facts regarding their website rollout?

They are not seasoned enough to stop lying based on the lessons that Ken Lay, Jeff Skilling, Dennis Koslowski and many others have learned.

The Arizona Republic refuses to "out" them or correct them, which causes most people to question their ethics as well. Their circulation is like way down. All the writer had to do was to log on to US during the last week to come right out and call Christ, who must think he is Christ, a liar in that article.

Could not have gone much better." Anyone surprised?[/QUOTE]


I don't know about anyone else, but when I use AOL I can't view all of the words on the web site. The beginning parts of the sentences are missing. I checked System Requirements and I am upgraded way over what they recommend. Luckily, I also have Adelphia so I access the web site that way. Anyone else have web site viewing problems?

Lets see, they admit to "glitches" that will take a few weeks to shake out...then state that it couldn't have gone much better. Anyone else notice an inconsistency in those statements?
As a previous thread said.....enough is enough. Please find the 32k Preferred miles of mine that you have lost due to a "glitch". Take the FA's hawking credit cards, GA's hawking gate upgrades, baggage issues, food issues and ride off into the beautiful desert sunset...
I will be gone...

I'm always on the outlook for hypocrisy and with this gang I don't have to look to far. I'm perfectly willing to continue to fight the good fight to help FF'ers express their views.

BUT[COLOR=Red]

I'm beginning to have a real problem spending my money with outright liars cheat and thieves and that's what they are.

I'm also disappointed in Dawn Gilbertson of the AZ Republic for acting as Doug, Scot and Joe Beery's "Butt Boy". Her so called "Article" was more like a paid advertisement and the AZ Republic should bill US Airways for the space she took up with that drivel. Stevie Wonder can see that the website rollout was a disaster.

"Could not have gone much better." Anyone surprised?

Well it's day 7 and I still can't get into my account to even see if and how bad they F&%$ed it up.

Someone in the sandcastle is sniffing some glue......idiots!!!!

I'm always on the outlook for hypocrisy and with this gang I don't have to look to far. I'm perfectly willing to continue to fight the good fight to help FF'ers express their views.

BUT[COLOR=Red]

I'm beginning to have a real problem spending my money with outright liars cheat and thieves and that's what they are.

I'm also disappointed in Dawn Gilbertson of the AZ Republic for acting as Doug, Scot and Joe Beery's "Butt Boy". Her so called "Article" was more like a paid advertisement and the AZ Republic should bill US Airways for the space she took up with that drivel. Stevie Wonder can see that the website rollout was a disaster.

Her articles have all been like that since January. Usually one or two neutral sentences with the rest just being happy talk about US. She either doesn't fly much or has no business judgement. The facts are made clear by US each and every day. Her articles are foolish and seem to be intended to cover US's monumental errors.

Her articles have all been like that since January.


Well there are other media outlets and despite Elise Eberwine's skill at PR she can't manage every sentence that comes out nationwide.

I'm givng them every chance to do the right thing but I have my outlets in the media as well. So far the web site has cost them $1,162.00 in bookings from me! Purely casual trips that are not part of my business flying.

IOW excess revenue for US that will now go elsewhere if I decide to go at all. Real seemless eh Dawn? Keep those puff pieces coming!

What kind of crack are these people smoking???? :rolleyes:

What kind of crack are these people smoking???? :rolleyes:
Must be pretty good if they are that delusional!! :td: :td:

I had a few problems booking and using the site. I was able to work through the problems, but many would not have had the patience. There are a few things that I like, but there are some features from the old site that I will miss.

I'm beginning to have a real problem spending my money with outright liars cheat and thieves and that's what they are.

I'm also disappointed in Dawn Gilbertson of the AZ Republic for acting as Doug, Scot and Joe Beery's "Butt Boy". Her so called "Article" was more like a paid advertisement and the AZ Republic should bill US Airways for the space she took up with that drivel. Stevie Wonder can see that the website rollout was a disaster.

The Republic decided America West Could Do No Wrong for some reason, long about the time Mr Parker took the reins.

Since the web site, er, merger (ahem!), my AWA login has disappeared completely, it won't take my FFund number as a valid account; it does appear to recognize my teensy weensy old Dividend Miles account and PIN, but not to have merged the accounts or anything. all of my stored billings and preferences are gone.

Couldn't have gone any better! No siree!

You know, it's quite odd. I had all my brokerage accounts with BrownCo, which was recently acquired by ETrade. Weeks prior to the merger, I received an instructional booklet. The week before, I received an email, asking me to "debut" the new website to understand clarity and enter a new password. Over the course of the weekend, the accounts were down. Monday AM, up, no problems, trading away. No press release, no nothing. Just immediate action and service.

contrast this with the US experience...

I need some of what the Tempe braintrust is smoking.

Well I emailed US a few days ago asking why I have not been able to access my account since the conversion, and copied & pasted the error I get everytime I try.

Well I just got a response from some moron that doesn't even address what my question/problem was.......

************************************************** ********
With the launch of the new usairways.com, we now offer a single log in process to manage your Dividend Miles account and book travel. However, you will need to establish a new profile. To do so, in the bar at the top of the usairways.com home page, log in to your account by typing in your Dividend Miles account number in the login field and your PIN in the Password field and clicking on Log In. You will be prompted to create a new user name and password and to update your account information. Going forward you can use either your Dividend Miles account number or the new user name along with your password to access your account online.

Visit the new usairways.com for more information about logging into your Dividend Miles account, the new Dividend Miles program and features and highlights of the new website.

We appreciate your continued patronage of US Airways.

Breia Harden
Dividend Miles Service Center
************************************************** *******
But I am so happy that they appreciate my continued patronage of US......and more responses like this, they won't get my patronage. This is unbelievable.....7 days and the site is still screwed up and this is the response that they are sending out....people should be fired for this class of service....I know I would be if I performed my job like this. :td: :mad: :td: :mad:

Well I emailed US a few days ago asking why I have not been able to access my account since the conversion, and copied & pasted the error I get everytime I try.

Well I just got a response from some moron that doesn't even address what my question/problem was.......


Breia Harden
Dividend Miles Service Center
************************************************** *******
But I am so happy that they appreciate my continued patronage of US......and more responses like this, they won't get my patronage. This is unbelievable.....7 days and the site is still screwed up and this is the response that they are sending out....people should be fired for this class of service....I know I would be if I performed my job like this. :td: :mad: :td: :mad:

This is typical. Pick the form response that most closely fits the inquiry! Part of the answer is to let Ms Gilbertson at the AZ Republic know via e-mail and letters to the Editor just how full of feces she is. I suggest you send along a copy of the lame arsed response you got from US as this goes to the whole issue of customer Support.

Seem that AZ is a desert in many many ways, Dry as dust when it comes to having even a passing knowledge of the truth or how to handle a customer.

Here is Ms Gilbertson's e-mail address. Why not flood her inbox so when she returns on Tuesday she will gain a fuller appreciation of the difference between a regional carrier and an international carrier with a customer base that had heard it all before and are not easily BS'ed. dawn.gilbertson@arizonarepublic.com

The article I just posted on my "New mileage expiry - 18 mo as of Dec 1st!" looks bought and paid for as well, which surprises me from a Pittsburgh paper. Perhaps we should be emailing dbear@post-gazette.com too

The article I just posted on my "New mileage expiry - 18 mo as of Dec 1st!" looks bought and paid for as well, which surprises me from a Pittsburgh paper. Perhaps we should be emailing dbear@post-gazette.com too
Yeah I just read that and agree.....I wonder what the going rate is these days??

I'm in complete agreement with Sally on e-mailing Mr Dean.


As to the "going rate" one thing I think that works in US's favor is the Senior person in Corporate Communications is Elise Eberwine and while not having met her it is my understanding she is quite easy on the eyes, which may explain some of the free ride US is getting in the media.

Visually she is a step up from our very own "Lime Boy".

As far as writing folks go I have what I believe will be a very effective way of getting US Airways to listen over the long haul. As FT'ers and FFOCUS Members we build a database of Wall Street Analysts that cover US Airways and we snail mail them with our concerns on an ongoing basis, The stock is soaring and a drop due to an analyst or two raising an eyebrow and commenting will attract their attention.

I think it's a little early to consider that just yet, but as we all know in business the squeaky wheel gets the grease.

Well I emailed US a few days ago asking why I have not been able to access my account since the conversion, and copied & pasted the error I get everytime I try.

Well I just got a response from some moron that doesn't even address what my question/problem was.......

************************************************** ********
With the launch of the new usairways.com, we now offer a single log in process to manage your Dividend Miles account and book travel. However, you will need to establish a new profile. To do so, in the bar at the top of the usairways.com home page, log in to your account by typing in your Dividend Miles account number in the login field and your PIN in the Password field and clicking on Log In. You will be prompted to create a new user name and password and to update your account information. Going forward you can use either your Dividend Miles account number or the new user name along with your password to access your account online.

Visit the new usairways.com for more information about logging into your Dividend Miles account, the new Dividend Miles program and features and highlights of the new website.

We appreciate your continued patronage of US Airways.

Breia Harden
Dividend Miles Service Center
************************************************** *******
But I am so happy that they appreciate my continued patronage of US......and more responses like this, they won't get my patronage. This is unbelievable.....7 days and the site is still screwed up and this is the response that they are sending out....people should be fired for this class of service....I know I would be if I performed my job like this. :td: :mad: :td: :mad:

Lucky you, they replied!! They havent bothered with me. I still get an error message when i try to create my profile, and when my friend tries to register a new account gets the message that this part of the site is not yet available.
I will see what the girls on the customer services desk at LGW make of it all next week.

I need some of what the Tempe braintrust is smoking.

Or the Koolaid they're drinking.

Perhaps they are using some surplus CCY monitors that still have lipstick stains on them. ;)

I hate the new website. The old USAir.com was great.

First, the website does not display properly in the latest Firefox or Safari web browsers. Dates in drop down boxes do not fully display and neither does the entry form for Dividend Miles #s on the home page. I was using the latest Firefox, Safari, and Mac OS X - all of which conform to the stated Mac requirements. I have tested this on other Macs, too, and it is indeed a design issue on the new site that was not prevalent on the old usair.com.

Second, the new site does not recognize the common multi-city airport codes such as "NYC" (for LGA, JFK, and EWR) or "WAS" (for BWI, DCA, and IAD). Most travel and airline websites (including the previous usair.com) will search for flights in ONE query when using either respective code. For example, on the old usair.com and using NYC for the destination, it would search LGA, EWR, and JFK all in one simple query. This saves time, for without this functionality, you have to perform THREE separate queries.

Third, the search by price feature is completely non-existent on the new site. Previously the system would give you the best fare based on a few months advance.

Also, the old site allowed an easy method to upgrade with miles or e-upgrades (e-upgrades now automatic for Preferred but still no miles option), but this is non-existent on the new site. What once could be completed in a few seconds and a few clicks, now takes several phone calls and with hold waiting time that took me over an hour and a half. Worse, at the end of the representative could not help me! This was a complete waste of my time.

Another major shortcoming to the new system is the ability of viewing held itineraries online. Previously if a reservation was held over the PHONE, you could query www.virtuallythere.com or www.usair.com with the confirmation # and print the held itinerary. This is an invaluable feature when planning business travel that must be approved by several parties prior to purchase. I was told that it was not even possible for the held reservation to be faxed to me.

I think if they receive enough feedback about revamping the old site or making some serious improvements to the new site, they actually may think about it. Send them your own suggestions here:
http://www.usair.com/awa/content/contact/customer_relationsform.aspx

Another major shortcoming to the new system is the ability of viewing held itineraries online. Previously if a reservation was held over the PHONE, you could query www.virtuallythere.com or www.usair.com with the confirmation # and print the held itinerary.
I don't say this to disagree, but in case it's helpful: It's been my experience that you can retrieve a held Sabre PNR (US East) from http://www.virtuallythere.com , and a held Shares PNR (US West) from http://www.usairways.com.

I hate the new website. The old USAir.com was great.

First, the website does not display properly in the latest Firefox or Safari web browsers. Dates in drop down boxes do not fully display and neither does the entry form for Dividend Miles #s on the home page. I was using the latest Firefox, Safari, and Mac OS X - all of which conform to the stated Mac requirements. I have tested this on other Macs, too, and it is indeed a design issue on the new site that was not prevalent on the old usair.com.

Second, the new site does not recognize the common multi-city airport codes such as "NYC" (for LGA, JFK, and EWR) or "WAS" (for BWI, DCA, and IAD). Most travel and airline websites (including the previous usair.com) will search for flights in ONE query when using either respective code. For example, on the old usair.com and using NYC for the destination, it would search LGA, EWR, and JFK all in one simple query. This saves time, for without this functionality, you have to perform THREE separate queries.

Third, the search by price feature is completely non-existent on the new site. Previously the system would give you the best fare based on a few months advance.

Also, the old site allowed an easy method to upgrade with miles or e-upgrades (e-upgrades now automatic for Preferred but still no miles option), but this is non-existent on the new site. What once could be completed in a few seconds and a few clicks, now takes several phone calls and with hold waiting time that took me over an hour and a half. Worse, at the end of the representative could not help me! This was a complete waste of my time.

Another major shortcoming to the new system is the ability of viewing held itineraries online. Previously if a reservation was held over the PHONE, you could query www.virtuallythere.com or www.usair.com with the confirmation # and print the held itinerary. This is an invaluable feature when planning business travel that must be approved by several parties prior to purchase. I was told that it was not even possible for the held reservation to be faxed to me.

I think if they receive enough feedback about revamping the old site or making some serious improvements to the new site, they actually may think about it. Send them your own suggestions here:
http://www.usair.com/awa/content/contact/customer_relationsform.aspx

You posted this identical text in like 4 different threads. Please don't do that.

Here's another upgraded feature on the new website: Mexico is missing! I was thinking about going to Mexico and figured I'd see where US flies, so I asked for the system route map, which appears to be the only way to display destination lists, and, after much downloading, I get a map without Mexico on it. Good work!

Editorial update: My mistake. I thoughtlessly looked for Mexico under "International." The website includes it as "Domestic." You learn something every day.

I don't say this to disagree, but in case it's helpful: It's been my experience that you can retrieve a held Sabre PNR (US East) from http://www.virtuallythere.com , and a held Shares PNR (US West) from http://www.usairways.com.

Just checked an "on hold" reservation thru virtuallythere.com. Still works