US Airways Dividend Miles (Pre-FlightFund Merger) - USAIR Certificates of Excellence - Stories

Today I received in the mail 4 certificates that say "Certificate of Excellence" to hand to USAIR employees or for employees over the phone. These are the equivalent of the SOS that AA has (and is discontinuing), but also allows employees to be recognized online.

http://usairways.com/dm/er1

I intend to post on this thread whenever I use one and would encourage others to do so.

PS if BWI2MCO97 would like to email me her name and employee number offline I would be happy to mail one in for his help on flyertalk.

[This message has been edited by catwood (edited 11-12-2002).]

It certainly wouldn't go to anyone in their marketing department... http://www.flyertalk.com/forum/wink.gif

Well I guess this post can go one of two ways. Having been through some Corporate downsizing/rightsizing and outsizing, I sure can empathize with the struggles that the US Front Line Employee's are dealing with. I'm sure that these cards won't change the daily burden of dealing with all of the uncertainty that they face, but I hope this is a reward program as well as a recongition program.
To the nattering naobob's of negativity, give us solutions, not bullXXXX.

I wish I'd known about this on Sunday when I was flying back from O'Hare. All three employees I came in contact with prior to boarding -at the ticket counter and the gate- were equally deserving of this type of recognition for their professionalism and dedication on that very trying afternoon (bad weather, etc.). Alas, all three were being laid off that day.

What flight were you on at ORD? I was on the heavily delayed 6:55pm ORD-PIT 1194. My wife and I were in the next-to-last row. http://www.flyertalk.com/forum/frown.gif

My only problem with the agents at check-in were that they were rather disorganized. Why were they all working at the e-ticket terminals and not a regular station. My check-in should have taken no more than 5 minutes but it was atleast 45 because of the traffic jam. I do agree that they handled the weather part well with the announcement that anyone making connections out of CLT/PIT/PHL would not make those connections. They spelled that out early and often which allowed people to get rooms or make other arrangements.

[This message has been edited by tcollins33 (edited 11-13-2002).]

I just received this mailing also. I do have one question though. Why do they expire 6/30/03? Is that the Chapter 7 date?

I just got my cards. I was thinking what a nice idea this is and then I saw that the employee ID number is REQUIRED. Why? Isn't it enough to say that Barbara who was working at Gate 34 at DCA on Monday afternoon was really great. Why do they find ways to make everything just a little bit wrong?

Please post if you find a use for these certificates on the Shuttle. It is too bad that the operation has gone downhill and that the people working at the check in counter are not nice anymore.

Once you get on the plane everything is great...FAs, pilots, everyone is nice and it is fun to fly. Seems like the people on the ground are not, though.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by EricH:
I just got my cards. I was thinking what a nice idea this is and then I saw that the employee ID number is REQUIRED. Why? Isn't it enough to say that Barbara who was working at Gate 34 at DCA on Monday afternoon was really great. Why do they find ways to make everything just a little bit wrong?</font>

I have hard time asking for the employee # of a person. It just appears that you are going to lodge a negative compaint.

Date, time, station/flight should be enough.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Gandalf:
Well I guess this post can go one of two ways. Having been through some Corporate downsizing/rightsizing and outsizing, I sure can empathize with the struggles that the US Front Line Employee's are dealing with. I'm sure that these cards won't change the daily burden of dealing with all of the uncertainty that they face, but I hope this is a reward program as well as a recongition program.
To the nattering naobob's of negativity, give us solutions, not bullXXXX.</font>

I am also glad to see U management actually doing something positive for their front line folks. They are facing an uncertain future and I hope that this program will reward those who have continued to be customer friendly in the face of the difficulties in their company/industry.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by mileshound:
I have hard time asking for the employee # of a person. It just appears that you are going to lodge a negative compaint.

Date, time, station/flight should be enough.</font>

I would agree that name and initial plus the above should work, but if you have the card with you, then you could just show it to them so they can see why you want the number.

I suppose the obvious reason for wanting the ID number is so that as little time (= money) has to be spent processing the card, without it someone has to spend sometime tracking down records to figure out which "Bob" it was that was on duty at the time and place you put down.

I am thinking that the requirement for an employee number MIGHT have something to do with the union wanting to ensure that the comment is credited to the right person. I agree it does seem overly personal to make that inquiry. But maybe that is why it's in there. to serve as a way to make sure we only submit the REALLY exceptional folks. I probably wouldn't ask a marginal person for their number.

Just A thought

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by mileshound:
I have hard time asking for the employee # of a person. It just appears that you are going to lodge a negative compaint.

Date, time, station/flight should be enough.</font>

Yes, I was on a flight were one of the pax was being a real A jacka**, he was going to complain to US, asked the FA her last name (first name was on name tag), FA refused, said she wasn't required to supply it.

Btw, the majority of the others in the FC cabin agreed to vote the jacka** off the plane, but the jetway had already been rolled away http://www.flyertalk.com/forum/smile.gif

Assuming you don't mind the the employee seeing your comments, and you trust them not to add any of their own, you could give them the card to complete and send in. Obviously that wouldn't work for the online form, but hopefully all the elites, at least, will get the cards. I just got mine today.

A few more details:
-you can only submit a coupon for any employee once
-the employees who receive the coupons are entered into a drawing held monthly. The winners receive 2 free space-positive RT tix. They can only win once.

Not the best of programs. Hopefully these 'attaboys' will at least be entered into the employees' personnel files. It would be great if they had a program where employees could use these towards paid days off or other prizes.

Oddly enough it seems that almost all the US employees I see these days are doing a great job, considering the circumstances. I used to regularly write emails when I got bad service (and sometimes for particularly good service), but haven't felt the need in a long while. Now I just write them regarding management and marketing issues. I wonder if a lot of the people that really didn't belong at their jobs are the ones that have left...

I sent my first postcard today... not sure why I didn't want to do it via the Web, but writing the card felt more real. Anyway, I emailed one of my favorite US employees -- a phone rep who takes very good care of me -- and he was happy to supply his name & ID number.

While perhaps not the best way to implement a program like this, I'm glad to see US making strides in this direction. We all say that US has the best employees in the industry... maybe the volume of cards received will reinforce that to the powers that be.

David

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by IndyDavid:
... one of my favorite US employees -- a phone rep who takes very good care of me...</font>

Some of you people seem to have developed ongoing relationships with certain phone reps.

Maybe that's just my pitiful social skills showing but -- how do you do that? I think that it's a pretty rare event for me to get someone on the phone that I've talked to before. I generally only call the CP desk at what I would consider to be "slow" times and don't seem to get overflow people very often. So what's the secret?

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by IndyDavid:
I emailed one of my favorite US employees -- a phone rep who takes very good care of me -- and he was happy to supply his name & ID number.
</font>

Uh oh. Now they can terminate him for doing favors for you. http://www.flyertalk.com/forum/smile.gif

Does anyone know the ID number for Ben in Marketing?

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by PersonalCareChemist:
Does anyone know the ID number for Ben in Marketing?</font>

666 ?

I have no Idea of Ben's Employee number but his direct dial Marketing Hot Line Number is
1-800-NOROACH!

Made up new names for Ben & Mike.

Ben Baldummy & Mike Isometimes Work any other ideas?????

OOPS and for Mr. Siegel I purpose Dave Ja VU!

[This message has been edited by Feamom (edited 11-17-2002).]

Today I recognized Janet H (who happily supplied me her last name and employee number)from the DM Service Center for providing excellent Customer Satisfaction adding the non targetted Holiday inn Bonus miles to my friend Shawns account. She also corrected it on another friend who made a trip to Florida.

Chris

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by irabk:
666 ?</font>

LOL. Ben Beelzebub?

First Winners Announced

Dividend Miles Recognition

Congratulations to the first eight employee winners of the US Airways Dividend Miles recognition program, which was initiated last fall as a convenient way for Dividend Miles members to recognize employees for outstanding customer service. The winners are: Brenda Andrews–Detroit customer service agent; Frances Charlton–Philadelphia gate agent-Allegheny Airlines; Edwin De Bus-Pensacola customer service agent; Dennis Dockery–Chattanooga customer service agent-Piedmont Airlines; Robert Pereira, Philadelphia-based flight attendant; Susan Saal, Pittsburgh-based flight attendant; Margie Shuman–Hilton Head customer service agent-Piedmont Airlines; and Tina Wilds-US Airways Club representative in Charlotte.

The winning names were drawn from a pool of 8,552 response cards sent in from members. Each employee winner will receive travel-related awards, which include payment of all applicable taxes by US Airways. Drawings will take place each month through March 31, 2004. Each employee is eligible to win only once.