Here's a transcript of my conversation today at ORD. I was originally confirmed on a flight scheduled to leave around 3 something. I was at ORD at 8:30 to try for the 9:55 flight. I'm silver preferred. Plenty of seats, so I was able to get on the earlier flight, but here's the transcript:

Me: "Good morning. I'd like to fly standby on the 9:55 to PHL."

Rosa (gate agent, wearing America West nametag): "OK, that will be $25 if there are seats available."

Me: "Oh, sorry, I didn't tell you that I'm Silver Preferred."

Rosa: "You still have to pay."

Me: "No, I'm pretty sure that standby fee is waived."

Rosa: "It is, but not for Silver. That's the lowest level. There's still a $25 fee."

Me: "Can you ask someone else to confirm this? I looked at the Web site this morning, and it says the fee is waived."

Rosa: "Besides, they are eliminating Silver next year. There's only going to be gold and platinum."

Me: "Oh, well, can you please ask someone else? I don't want to pay $25 unneccessarily. I fly US all the time, and don't pay the change fee as preferred anywhere else in the country."

Rosa (rolls eyes): "Yes. Hey (GA next to her). Do elites pay the standby change fee?"

Other GA: "No."

Rosa: "Oh, I thought they still did." She prints my BP and I'm on my way to the gate, with $25 saved because I was aware of the policy. I joked with a friend that I'm going to start printing off the entire US Web site before I go to the airport (I'm actually half-serious).

Two questions:
1. Doesn't it seem like agents should know this VERY simple and seemingly straightforward policy. Am I the only passenger traveling through O'Hare who is preferred and changing flights? Surely this is pretty common.

2. Is Silver being eliminated? I'll hit 25K actual flight miles on US before year's end. I hope it's not worthless.

Can someone please advise?

If they aren't smart enough to know aobut the standby fee, they aren't going to know what Dougie is going to cut next year out of the FF program...:rolleyes:

Why would a company hell bent on increasing the number of elites get rid of the level where most of it's preferreds reside?

OTOH, if they did it would eliminate a boatlod of upgrade line skippers. (like me come next year)

Actually Rosa is correct, America West did eliminate the Silver level :rolleyes:

In my experience, the US ORD agents are some of the worst around. That's inexcusable for her not to know the rules. Furthermore, shouldn't QIK in all it's glory not charge elite members automatically?

Furthermore, shouldn't QIK in all it's glory not charge elite members automatically?
And pass up free money if the elite doesn't know the rules........

Jim

"That will be $25 cash only, and I am unable to provide you with a receipt..." ;)

"That will be $25 cash only, and I am unable to provide you with a receipt..." ;)

LOL - I didn't think of that angle. Too busy concentrating on why the company would be in no hurry to automate not charging elites.....

Jim

And pass up free money if the elite doesn't know the rules........

Jim

QIK has passed up free money both times I've used an E-TUV and paid less than what the fare should be. Why start now? :D

Wirelessly posted (BlackBerry8300/4.2.2 Profile/MIDP-2.0 Configuration/CLDC-1.1 VendorID/102)

If they aren't smart enough to know aobut the standby fee, they aren't going to know what Dougie is going to cut next year out of the FF program...:rolleyes:

They're so a$$ backwards they just might tell the TAs about removing silver and not basic policy.

The East agents at ORD are among some of the best in the system. However, if you're on a day when West is on duty, these guys are some of the worst in the system.. second only to perhaps, ATL. Rude, incompetent, and unwilling to admit to mistakes.

At least all elites at US get free SDC. At UA you pay until you're top tier.

At least all elites at US get free SDC. At UA you pay until you're top tier.

SDC?

Am I missing something? Was there not a promotion to "buy" Silver/Gold/Platinum Trial Elite Status just last month?

"That will be $25 cash only, and I am unable to provide you with a receipt..." ;)

^^^^

I'll submit the transcript (with a letter) to USAirways customer service and will let you know what I hear back.

I will ask my contacts as well if you would like me to--at least those who are still talking to me.

It's amazing that the left hand does not know what the right hand is doing.

With the drawdown in PIT, it is amazing they still have customers there.

This is by far the most customer (and employee) unfriendly company I have ever seen. And they wonder why elites are way down? And they are, no matter what THEY tell you--I have heard from the customers themselves.

I was flying out of BOS weekly all summer long and would usually switch to an earlier flight. 80% of the time they tried to charge me and would have to tell the TA that no, I was a silver, and did not have to pay the $25. That place is a mess on Monday AM and have some the nastiest TAs I have ever encountered.

Per Travis's 5/21/07 "Merger Update" e-mail:

"Keep the Change (Fee)

We heard from many of you that the $25 fee for changing your flight on the day of departure is a hassle and a bit obnoxious. So we just canceled it for Preferred members. Now go home early!"

I couldn't have said it better myself, Travis! (Well, actually....I could have.)

I asked directly about Silver and its potential elimination (i.e., the "info" from Rosa). Here's all I got. Boiler plate much? I wrote back and said that I posed a question that remained unanswered. What's funny is that I think this is like the fourth time I have received this exact response when I've written about an "unruly" or "misinformed" employee.

Dear :
Thank you for contacting Customer Relations at US Airways. We appreciate
and welcome all inquiries, concerns, and compliments, as your feedback
is important to us.

We would like to take the opportunity to apologize for the manner in
which our Employee spoke with you. We agree, this type of behavior does
not reflect a positive image of our company. The experience you've
described is certainly not characteristic of the superior standard of
service we are striving to provide. The importance of professionalism
and efficiency is continually stressed to our employees.

Your feedback is very important to us since it provides us with a
measuring tool for customer satisfaction. We appreciate the time that
you have taken to write. We will document your comments and forward your
correspondence to the appropriate manager. This matter will be reviewed
with the employee and handled internally.

Thank you for bringing this to our attention. We appreciate and value
your business and look forward to serving you on a future US Airways
flight.

Kind Regards,

Customer Relations
US Airways

I asked directly about Silver and its potential elimination (i.e., the "info" from Rosa). Here's all I got. Boiler plate much? I wrote back and said that I posed a question that remained unanswered. What's funny is that I think this is like the fourth time I have received this exact response when I've written about an "unruly" or "misinformed" employee.

Dear :
Thank you for contacting Customer Relations at US Airways. We appreciate
and welcome all inquiries, concerns, and compliments, as your feedback
is important to us.

We would like to take the opportunity to apologize for the manner in
which our Employee spoke with you. We agree, this type of behavior does
not reflect a positive image of our company. The experience you've
described is certainly not characteristic of the superior standard of
service we are striving to provide. The importance of professionalism
and efficiency is continually stressed to our employees.

Your feedback is very important to us since it provides us with a
measuring tool for customer satisfaction. We appreciate the time that
you have taken to write. We will document your comments and forward your
correspondence to the appropriate manager. This matter will be reviewed
with the employee and handled internally.

Thank you for bringing this to our attention. We appreciate and value
your business and look forward to serving you on a future US Airways
flight.

Kind Regards,

Customer Relations
US Airways

Wow! It must have taken considerable time and effort to develop four whole paragraphs of boiler plate that say absolutely nothing pertinent to a customers inquiry :td:

I've had this with other companies too.

A long e-mail reply, which doesn't answer the question I sent....

I had the ticketing agent at FLL tell me also that there's a rumour that silver will be cancelled next year.

Also I've had mixed reactions by agents when I have my UA number in the system and show them my silver card to have the $25 waived. Seems to me it should be, but there's a problem with the computer system (what else is new) to waive the fee automatically.

I'm not quite pro or against removing Silver, but I'm having a hard time understanding the rationale.

The only real benefits (from what I can tell) to being Silver is the 25% mileage bonus, the very occasional upgrade, and a better chance of getting connected to a US-based call center. Priority check in is nice too, but many airports don't even offer that to Silvers.

Zone 2 boarding isn't much of a benefit now that everyone has one or both of the credit cards.

I can't see how having the Silver tier is costing US so much money that they must remove it.

Which brings me to ....

Flat out removing the silver tier without making any changes to the rest of the program just doesn't make sense - this means that if they're doing this they're probably juggling all the benefits among the remaining tiers.

For example, they'll remove Silver, and make US Gold = *A Silver and make it so you must be Plat to be *A Gold. That would make more $$ sense (which is all that matters to US) as I'm sure they spend a pretty penny each year on allowing Gold members into *A lounges. It's possible that US ran a simple report that summed the total $$ US had to pay to other *A members for lounge access for US gold members - I'm sure that data should be readily available.

My guess is if they do this, the current Gold benefits will become more like the current Silver Benefits. Platinum will be the new Gold.

It's the only way this move makes sense because it means:

1. Fewer free upgrades (saves $$)
2. Fewer *A Gold members (saves $$)
3. Fewer preferred bonus miles (saves $$)

For top tier members (CP) this may actually be a good thing. For example, booking last minute tickets (such as day of or day before) would have a greater chance of having upgrades available as you would no longer be passed the Silver window.

The people who would get screwed are people who are Gold. But, they got screwed overall with the new DM anyway, so US obviously doesn't care about them too much.

If this rumor is true, then US would be the only legacy carrier which does not recognize its 25K-50K fliers with elite status. :td:

If this rumor is true, then US would be the only legacy carrier which does not recognize its 25K-50K fliers with elite status. :td:

If they remove silver, then the company removes me as a customer. The end.

...
The only real benefits (from what I can tell) to being Silver is the 25% mileage bonus, the very occasional upgrade, and a better chance of getting connected to a US-based call center. Priority check in is nice too, but many airports don't even offer that to Silvers.

Zone 2 boarding isn't much of a benefit now that everyone has one or both of the credit cards.
...

Don't forget the ability to reserve exit row seats! I've also actually done pretty well with upgrades for shorthaul flights this year (7/9 incl one Y fare), esp the LGA-BOS/DCA Shuttles. CS agents have seemed better, too, although I'm not sure if there is a real Silver desk or not.

Bottom line, it may not be CP, but it's a heck of a lot better than basic DM!

Heh, you can credit 35k to air canada and get *G.

I personally would find it hilarious if you would have to credit 75k to US to get the same status.

If they remove silver, then the company removes me as a customer. The end.

Same here that would be the last straw with us.I might even think about becoming a AC elite!
Cheers
Howie

Heh, you can credit 35k to air canada and get *G.

I personally would find it hilarious if you would have to credit 75k to US to get the same status.


Now THAT'S cool info that I did not know. Thanks for the tip.

I received a response today. This was welcomed news:

Thank you for contacting US Airways.

I apologize that we were not able to respond to your email in a more
timely manner.

At this time, there are no plans to eliminate the Silver Preferred
Level. If you fly 25,000 miles or 30 segments by December 31, 2007 you
will have Silver Status through February 28, 2009.

I apologize for the confusion and inconvenience you may have
experienced.

We appreciate your continued patronage of US Airways.

Robin Hodgkins
Dividend Miles Service Center

I don't think they could cancel it now for 2008 since everyone has been flying this year for 2008 status. If they were doing it for 2009, I think they would have to make an announcement by 1/1/08.

I don't think they could cancel it now for 2008 since everyone has been flying this year for 2008 status. If they were doing it for 2009, I think they would have to make an announcement by 1/1/08.

I agree.

It would be low (even for US) to have wannabe Silvers flying all year to hit the 25K mark and then telling them "sorry!"

My guess is that if there is any truth to this rumor, the announcement will be made in early 2008.

Again, I seriously doubt they are simply removing Silver and that's that. My guess is they are going to perhaps make it easier to attain Gold (Perhaps 40K) and juggle the benefits accordingly. (Make Gold = *A Silver, bring Plat down to 65K etc.).