Midwest Airlines Midwest Miles (Pre-Alignment) - Ideas to improve the "YX" image/experience

Since Midwest employees actively monitor this forum, I thought it might be interesting to solicit feedback from everyone here on how the image and overall travel experience on Midwest branded flights could be improved.

Here are some of my ideas:

1) Website.

a. First of all, Republic needs to update the website with new images relating to the actual product. There are still pictures showing the blue cloth seats from the MD80s and the Signature Seats from the 717s.

b. Show alternative airport options when searching for flights. It would be great to see different options for flights in certain markets (LaGuardia vs. Newark; Los Angeles vs. Orange County; Ft. Lauderdale vs. Miami, etc.). For some reason, Midwest dropped this feature a few years back.

c. Allow customers more flexibility to make changes to existing reservations, book all levels of award travel, upgrade to premium seats (more on that below), etc.

2) Airport experience:

a. Ensure all "Midwest" employees are wearing appropriate uniforms. In many stations (including MKE) I've seen people behind the check-in and gate agents wearing t-shirts that said Midwest. This looks sloppy and unprofessional

b. Provide more staffing at the ticket counters during peak travel times.

c. Bring back complimentary coffee, tea, and juice at the gates in key airports throughout the route network. How much would this really costs?

d. Offer promotional one-day passes to the Best Care Club. In the past, Midwest occasionally offered $10 passes to the lounge. This could be a way to generate more traffic (and revenue) and perhaps increase the number of annual memberships.

e. Provide regular updates to the customers on flight delays, etc. I've had numerous flights where the agents never made any general announcements and instead were swamped with questions from customers. How hard is it to do this?

On-board:

a. Offering Signature Seats on all E170 and E190 aircraft.

b. Complimentary space available upgrades for Midwest/Frontier elite members.

c. Complimentary beverages to anyone who purchases a signature seat or upgrades on day of departure.

d. Wifi and Direct TV.

e. Stock enough meals/snacks so everyone on the aircraft has a chance to purchase something.

MISC:

If the relationship with Delta is expanded, I'd like to see international destinations as part of the codeshare.

Their Website could be faster for starters. I don't remember it being as slow as it is today. I mentioned this before but I think an interactive route map would also make a big difference for the customer trying to plan a trip online. I would also like mention a change that is working very well.... Midwest employees engaged in online Social Media like Facebook, Twitter and Flyertalk. To me it makes a huge difference. Keep up the good work!

I second everything the OP said and would add:

1. I don't need to know who operates my flight. "Midwest operated by Republic" or whatever is confusing. All I want to know is what counter to check-in my bags and what name is on the outside of my airplane. Many companies have a d/b/a name but a casual flier like myself (10-12 flights a year) doesn't need to have the corporate name constantly before me.

2. On the YX website let me select my seat on a codeshare flight at the time of purchase or at least inform me of the codeshare's seat selection policy beforehand. After purchase (!?) I find out I can't select an F9 seat until 24 hrs. before flight!

3. I always thought the "Best Care In The Air" slogan was great but I don't hear it much anymore. On my last few YX flights the pilots and FAs never said it.

4. This isn't really a YX problem but MKE needs to improve maintenance. The last several flights I had the D concourse bathrooms weren't the cleanest. I deplaned at D54 last week and there were computer sheets taped to the walls pointing to the elevator location; just looked cheap, not a good first impression of MKE. I know that side of the concourse hasn't been used for a while so maybe improvements are coming.

Great thread idea!

I'm with Blue on the DirecTV and Wi-Fi (although I have never used Wi-Fi on a flight, so I dont know what I am missing)...Wi-Fi might not be as useful on the E170 since I often see people have problems working on their PC's on that plane...It is probably for the iPhone/BlackBerry users who have Wi-Fi enabled phones on those types of planes.

I have to say that the free DirecTV for Executives on the A319's was awesome and I am extremely disappointed to see the A319 replaced by the E190 on that evening flight home to MKE from BOS.

Although I was not affected, it sounds like getting planes and crews qualified to fly in fog is something that is necessary...I never realized the impact that fog could have.

I have to say that the free DirecTV for Executives on the A319's was awesome and I am extremely disappointed to see the A319 replaced by the E190 on that evening flight home to MKE from BOS.



The A319 will be back on the MKE-BOS route this spring...it's simply too much capacity during the dead of winter.

On-board:

a. Offering Signature Seats on all E170 and E190 aircraft.



Let's not forget the 319s.

"Stretch" and "Signature" seating is available on all 318's, 319's, 320's, and E190's at this time. Upgrades are available for free to F9 Summit members, YX Elite, and AirTran Elite members. Summit members can reserve seats at booking time. The others can upgrade at checkin if they display their Frequent Flier Status cards.


I'm sure YX/F9 websites as well as computer systems will be consolidated later this year.

1. I don't need to know who operates my flight. "Midwest operated by Republic" or whatever is confusing. All I want to know is what counter to check-in my bags and what name is on the outside of my airplane. Many companies have a d/b/a name but a casual flier like myself (10-12 flights a year) doesn't need to have the corporate name constantly before me.

This is something required by the government so that passengers always know who is operating their aircraft.

I would love for Wifi to be added. Once you've tried it you don't want to fly without it. It's a great way for business travelers to keep in touch with the office and get work done while traveling.

"Stretch" and "Signature" seating is available on all 318's, 319's, 320's, and E190's at this time. Upgrades are available for free to F9 Summit members, YX Elite, and AirTran Elite members. Summit members can reserve seats at booking time. The others can upgrade at checkin if they display their Frequent Flier Status cards.


STRETCH and Signature seating are two different things.

STRETCH simply offers additional legroom, similar to an exit row seat configured 3x3. Signature Seats are 2x2, with more legroom and somewhat wider. That makes a big difference IMO.

STRETCH and Signature seating are two different things.

STRETCH simply offers additional legroom, similar to an exit row seat configured 3x3. Signature Seats are 2x2, with more legroom and somewhat wider. That makes a big difference IMO.

This is a good point...If possible I would like to see the middle seat blocked in the "Stretch" seating area...I am not so much keyed in on getting the wider seats that were available on the 717's, just having that empty seat next to you is convenient.

This is a good point...If possible I would like to see the middle seat blocked in the "Stretch" seating area...I am not so much keyed in on getting the wider seats that were available on the 717's, just having that empty seat next to you is convenient.

I too, could find STRETCH much more palatable if the middle seat was empty. In its current configuration, the 18" seat is simply an exit row seat.

If they don't want to go through the trouble of converting to a 2x2 arrangement, simply block the middle seat.

I too, could find STRETCH much more palatable if the middle seat was empty. In its current configuration, the 18" seat is simply an exit row seat.

If they don't want to go through the trouble of converting to a 2x2 arrangement, simply block the middle seat.

Lufthansa does this on their intra-Europe flights. It works out quite well IMO.

In response to BlueHorseShoe2000's ideas for web site ideas I wanted to comment on the alternative airport feature.

b) The alternative airport options would be a nice feature. Currently the site has hidden functionality which supports metro codes, i.e., NYC, ORL, WAS, etc. This lets users type in "NYC" for New York City area airports and the auto-suggest feature doesn't show it but it works.

[QUOTE=azstar;13293560 Upgrades are available for free to F9 Summit members, YX Elite, and AirTran Elite members. [/QUOTE]

Is this accurate?

I didn't think Midwest was giving elite members free space available up-grades.

Do gate agents re-assign elite members to the premium section if seats remain avaialble at time of departure?

How about creating a preferred seating area for Executives on the E170...There isnt an exit row, so it is the same seating throughout the plane...How about blocking off the first 4 rows for preferred seating?

To go along with this...Would it be possible to give 3 or 4 inches of extra legroom for these 4 rows...would that mean losing a full row of seats in the back and taking the capacity down to 72?

The first suggestion I think is relatively easy to implement, but the second is definitely questionable.

How about creating a preferred seating area for Executives on the E170...There isnt an exit row, so it is the same seating throughout the plane...How about blocking off the first 4 rows for preferred seating?

To go along with this...Would it be possible to give 3 or 4 inches of extra legroom for these 4 rows...would that mean losing a full row of seats in the back and taking the capacity down to 72?

The first suggestion I think is relatively easy to implement, but the second is definitely questionable.


Better add details on how your ideas reduce CASM.

example: Hire high school cheerleaders as Flight Attendants. Reduces CASM with high turn over rate, weight less, and will work for minimum wage just to add "Flight Attendant" to their College application.

Non-CASM benefits... good looking and will help increase RASM.

Better add details on how your ideas reduce CASM.

example: Hire high school cheerleaders as Flight Attendants. Reduces CASM with high turn over rate, weight less, and will work for minimum wage just to add "Flight Attendant" to their College application.

Non-CASM benefits... good looking and will help increase RASM.

I disagree with this one actually. It would be better getting on a Delta jet to England and finding that a more experienced flight attendant is serving you. I would not prefer the cheerleader. :D

Word has been leaking out over the last week or two about the surveys Republic has sent to Midwest/Frontier customers regarding the brands and potential future on-board product offerings.

While I haven't seen the actual survey, those who have completed it state Republic was gauging interest in such things as the ability to watch first run movies and hot towel service.

The movie item was interesting considering that the future of LiveTV is a big unknown at this point.

Bedford has stated numerous times that he wants to have a consistent product offering between Midwest/Frontier with a high-level of service while keeping costs in-line. It will be interesting so see how the onboard product evolves in the coming months.

Sloppy appearance and inadequate staffing aren't unique to Midwest. That seems to be a Frontier issue as well.

While I haven't seen the actual survey, those who have completed it state Republic was gauging interest in such things as the ability to watch first run movies and hot towel service.

I took the survey last night and it is true...It seems to be that the main component of the survey was presenting 4 different fares for a 3+ hour flight and then a list of "Ammenities" associated with each fare and then you would select the one that you would most likely go with. From memory the components of this comparison were: Check baggage fee (free or it would give you a cost), WiFi (free, how much it would be if it was available), Live TV (free or cost if available), hot towel, stretch/first class seating availability, ability to select seats at time of purchase, ability to purchase stretch/first class seating...there was more, but I am forgetting now.

If a customer must pay for checked bags, what about having the option of using miles to pay baggage fees?

With award travel space becoming increasingly difficult to book, at least the miles could be redeemed for some value. Also, the poor perception of baggage fees might be lessened, as there would be no cash "out-of-pocket" expense for the checked baggage.

If a customer must pay for checked bags, what about having the option of using miles to pay baggage fees?

With award travel space becoming increasingly difficult to book, at least the miles could be redeemed for some value. Also, the poor perception of baggage fees might be lessened, as there would be no cash "out-of-pocket" expense for the checked baggage.


I like this idea.

We should be able to use miles for everything from tickets to upgrades, to TV, to baggage, to meals, to xxx... for all these add-on fees.

Unfortunately the airlines like the idea that most of those miles go unused.

It looks like Wi-Fi is being seriously considered by Frontier, so I presume this applies to Midwest, as well.

Frontier tweet:

Wifi is still on the drawing board but we're hoping for it very soon.

I like this idea.

We should be able to use miles for everything from tickets to upgrades, to TV, to baggage, to meals, to xxx... for all these add-on fees.

Unfortunately the airlines like the idea that most of those miles go unused.

Upgrade to STRETCH with miles should be offered. AirTran offers an upgrade to business class with Four Credits.

Very much agreed, although it should be less costly than FL's since that is an upgrade to full business class.

Unless there's some logistical reason that it would be difficult to handle, this sort seems like the most airline-friendly award there is.