US Airways Dividend Miles (Pre-FlightFund Merger) - Time To Respond

I have an idea that i think is worth a try in order to get things moving forward as US Airways.
The premise is this: If you are going to complain about a problem then be prepared to offer a solution!

I have witnessed over the time I have posted some very good suggestions for getting this airline moving forward. So here is my idea. Between now and Labor Day each of you who post provide a suggestion either on the board or in private message of a way to improve the performance of US Airways. I will compile them into a booklet or binder and attempt to present them personally to Senior Management. I am going to try to get the folks on the US Aviation board to do the same. Afew hundred voices may be heard as we will of course contact the media.

Here are the rules I propose.

1. Fares are off limitis for now! As are Union Issues! This is MUST on both. We will lose credibility otherwise.
2. Ideas must take into consideration the financial constraints of US Airways.
3. Ideas should be for the short term

Also if you could mention your status, pilot, F/A, customer, etc. that would be helpful as i am hoping to get enough of a response to make a 3 ring binder of the suggestions.Let me know if you want to go forward as this will involve a significant effort on my part. please be as detailed as you wish.

I think this is a good idea. As you all know I have been one to complain about the self-destruction of US's coach and F Class products.

My suggestion would be as follows: Compile a list of the top 5 or 10 items that US can do for FREE! Or for very little incremental cost, to improve the experience of ALL passengers. One of the most important rules of business--make your customer FEEL important.

1.) Greet every passenger by name when the GA takes tickets at the gate. "Thank you Mr. NeoOfTheCRS. Welcome Aboard."

2.) If a flight is late upon arrival--or departure--apologize. "Ladies and gentleman we are sorry for the delay. We realize that your time is important and will do our best to arrive on-time" Also, give updates in the air. Make it SOUND like US CARES about timeliness. (I am not saying they don't care--I think it doesn't come through that way all the time)

3.) Upon boarding a red-eye the FA should offer each boarding passenger a blanket and a pillow. Ok you could argue that it costs more, but in theory every passenger should have a blanket or a pillow.


Here is one that might cause a bit of a debate as to whether it is free or not-I think it would raise revenue.

4.) If US is hung-up on selling food in coach, I think they should include a coupon with the IFC for $10 off your next flight on USAirways. An added bonus would be for them to FINALLY figure out how to use that new-fangled internet and allow these to be applied to reservations on USAirways.com

Id like to see some form of IFE on flights other than transcons...short subjects maybe on flights to Florida or the midwest and some audio channels reinstated

This next one is rather unimportant but has been nagging me for sometime...but on the route map page of Attache, they need to get rid of the lines connecting the routes...the east coast is one giant white blob and its impossible to read it...

N674UW - US Silver going on 3 years...

I pray for the return of glassware to the FC service on longer domestic flights!


While other carriers are offering glass, US is handing out plastic cups. The message is that US's FC product is cheap!

They don't do any of it because they see no reason to. Having concluded they don't make anything from a compartment dominated by upgraded cheap fares (ask yourself as a GP or CP, when was the last time you missed 2 upgrades in a row?), they seek to limit their loss.

Let's try to remember that the suggestions ahould be to IMPROVE US and should be revenue positive or at minimum neutral.

Having said all of that it is the little things that do make a difference. Keep posting.

The first six recommendations will reduce telephone calls, freeing reservations agents for other tasks.

1. Completion of seamless interface between USAirways.com and Reservations.

2. Notation on reservation record for the passenger to see that they have been placed in the upgrade queue.

3. Ability for all preferreds to select new seats on-line once upgrade occurs.

4. Option for passengers who make reservations by telephone to receive their itineraries on-line or via fax.

5. If these passengers itineraries change, notification can be via e-mail or fax.

6. Ability to upgrade using US20's, Carribean (US30?) and the Envoy upgrade (US60?) online.

7. At some out-stations there are very few personnel working long lines at the ticket counter while gate agents have few activities until the arrival of the inbound flight. Increase employees at the ticket counter, leaving a single employee for one or two gates and move the appropriate staff to the gate immediately prior to the inbound arrival.

8. Change rules for UM's and assisted adult passengers. Either decline these folks for the last bank of flights each day or inform them of the potential additional financial liability if they misconnect or do not make it to their destination.

9. Change message on telephone lines with an additional prompt for flight changes or irregular ops within the next 24 hours. Higher priority to these calls. Have a message for other folks explaining that bad weather and helping passengers currently traveling will delay answering their calls.

10. When the FA's ask for trash, newspapers or food service items prior to landing, also ask for any items placed by the passengers in the seatback in front of them.

11. To re-instill some pride (and aircraft cleanliness) begin a new internal campaign with some possible external component showing off US's best asset- front line employees. I would call the campaign, "This is My Airplane." Have the FAs or GAs announce the names of the mechanics, utilities, GAs and others responsible for that flight.

That's probably more than enough for now.

Tounge in cheek, but I don't think I'd want my customers telling me how to run my business. I find that the customers (give me this, give me that) and employees (give us this, give us that) tend to view a company as not-for-profit instead of the for-profit. To that end, I think the criteria of revenue positive is good. Revenue neutral is ok, but frankly a for-profit enterprise shouldn't waste its time on things that don't contribute to the bottom line or long term growth of the company.

Piney, don't want to get anyone fired up but do you personally benefit from projects such as this when you present this type of stuff in person to USAir brass?

I think the recommendations should come in the form of a letter. Additionally, it should be no more than one page. (No one reads anything more than 1 page--Braille for BBB) Bulletized points I think would faciltate the publication and recognition of the suggestions.


<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by dingo:
Tounge in cheek, but I don't think I'd want my customers telling me how to run my business. I find that the customers (give me this, give me that) and employees (give us this, give us that) tend to view a company as not-for-profit instead of the for-profit. To that end, I think the criteria of revenue positive is good. Revenue neutral is ok, but frankly a for-profit enterprise shouldn't waste its time on things that don't contribute to the bottom line or long term growth of the company.

Piney, don't want to get anyone fired up but do you personally benefit from projects such as this when you present this type of stuff in person to USAir brass?</font>

Edited due to improper post. Sorry.

[This message has been edited by AtlanticBeach (edited 08-10-2003).]

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by PineyBob:
Let's try to remember that the suggestions ahould be to IMPROVE US and should be revenue positive or at minimum neutral.

Having said all of that it is the little things that do make a difference. Keep posting.</font>


Shut down, close the doors, vamoose. Sorry Bob but I agree with PITBull over in USAVIATION. This management team is doing nothing to get this once great airline back to it's prime. Maybe it is time for a few airlines to disappear.

I've not been on a plane in the last 2 weeks because of a family tagedy. I have not missed the TSA hassle, the delayed flights, the rude personnel. I could care less if I stepped on a plane again. Staying home sounds so good.


[This message has been edited by trvlr64 (edited 08-10-2003).]

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by dingo:
Tounge in cheek, but I don't think I'd want my customers telling me how to run my business. I find that the customers (give me this, give me that) and employees (give us this, give us that) tend to view a company as not-for-profit instead of the for-profit. To that end, I think the criteria of revenue positive is good. Revenue neutral is ok, but frankly a for-profit enterprise shouldn't waste its time on things that don't contribute to the bottom line or long term growth of the company.

Piney, don't want to get anyone fired up but do you personally benefit from projects such as this when you present this type of stuff in person to USAir brass?</font>

Many companies want input from customers and often have comment cards available. US Airways has the comment cards in Attache, so just picture this binder as a formal collection of those comment cards coming from the people who know the airline best.

Well that is certainly constructive. That is one more upgrade seat for the rest of us

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by trvlr64:

Shut down, close the doors, vamoose. Sorry Bob but I agree with PITBull over in USAVIATION. This management team is doing nothing to get this once great airline back to it's prime. Maybe it is time for a few airlines to disappear.

I've not been on a plane in the last 2 weeks because of a family tagedy. I have not missed the TSA hassle, the delayed flights, the rude personnel. I could care less if I stepped on a plane again. Staying home sounds so good.


[This message has been edited by trvlr64 (edited 08-10-2003).]</font>

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by dingo:
Tounge in cheek, but I don't think I'd want my customers telling me how to run my business. </font>

Last time I checked the customers were the business..........

Having come to the realization that my earlier post was out of line, I thought I'd comment on the original 3 points:

1. Right on. Fares are set by their dumbest competitors. They price high, then have to lower when America West or a discount guy drops his pants. On the second part, I agree to stay away from union issues. I saw the Jimmy Hoffa movie.

2. USAirways probably has the best balance sheet in the business, having repudiated every debt, contract and lease they have.

3. All airline management thinking is short term.

Lastly, in light of the last couple of years of customer bashing at Fort Fumble, try to imagine how much time they spend reading things like this from that group.

Bind this.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by dingo:
Tounge in cheek, but I don't think I'd want my customers telling me how to run my business. I find that the customers (give me this, give me that) and employees (give us this, give us that) tend to view a company as not-for-profit instead of the for-profit. To that end, I think the criteria of revenue positive is good. Revenue neutral is ok, but frankly a for-profit enterprise shouldn't waste its time on things that don't contribute to the bottom line or long term growth of the company.

Piney, don't want to get anyone fired up but do you personally benefit from projects such as this when you present this type of stuff in person to USAir brass?</font>

The question of W.I.I.F.M is a bit insulting, but I'll tell you What's In It For Me! I am taking a proactive stance in preserving my perks and miles. The best way to ensure that is to have a profitable, growing and expanding US Airways, one that places a value on employees and customers alike. I don't like what I see and i'm taking action. See Dingo any Jackazz can kick over a barn but it takes a team of carpenters to build one.

Also for the record not all employees and customers are greedy little piggys. If I thought that I wouldn't have started this whole thing. Marvelous ideas that have saved companies have come from all departments, I have faith that the customers and employees alike will respond in a positive manner. Perhaps you'd like to offer something positive

Y'know, it was a legitimate and innocent question. Piney, if I insulted you sorry but that wasn't the intent and stated so in my post. If you are willing to spend considerable amounts of your own time on something like this then great for you and hats off. I don't much appreciate your calling me a jackass for such a question; you've let my question spiral you into a flame war. I'd suggest thicker skin. As far as offering something positive here's mine: replace employees in the lost baggage area with computer kiosks or complement the existing staff with them. I've made it before and think it legit as I've never, never, never, never got anything worthwhile from these folks and have numerous occasions of seeing them be not only unhelpful, but down right rude. I'm sure the real answer is to change the system, but that doesn't meet your revenue positive (assumed to be income positive as there are two parts to the profit equation) so kiosks would be a good alternative.

JCRB, the customers are always #1...not always right, but always #1. That means that not every idea a customer has is good since their primary interest is not the health of the company. There is something to be said about a company that exists for the benefit of the shareholders. Minus shady Enron types, the shareholders benefit when customers are happy. So yes, there is something to be said about listening to ones customers. That doesn't mean you take them as gospel, but you should always listen.

First Dingo,
If you took the reference to the barn building comment personally I apologize as that was not the intent.

I am however rather tired of the never ending stream of negativity. Does the place have problems?? Heck YES! That's why they went Chapter 11. But continually pointing that out is mere rearranging of deck chairs on the Titanic. The point of this thread is to be part of the solution not part of the problem. I worked for many years for a guy who always said "If you're gonna come to me with a problem, bring a solution along with you" It was sound advice then and it's sound advice now.

Your suggestion to further automate baggage distribution is a good one and I'll include it. Now bring me another problem and a solution.

[This message has been edited by PineyBob (edited 08-10-2003).]

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by NeoOfTheCRS:
Well that is certainly constructive. That is one more upgrade seat for the rest of us

</font>

YEP and I'll even give you 800,000 frequent flyer miles to use just so I can stay home and never get on a plane or deal with airtravel again.

To return to the issue at hand, how about making sure that every so often (weekly, monthly?) a cleaning crew comes through the planes and cleans the grime off the tray tables, etc. This has got to be pretty low cost and it would have a very high return.

I would like to see lunch and dinner sandwiches return to the shuttle. As you know, previously they were free. Perhaps a compromise would be to charge for them for off peak flights, or maybe a perk for GP or CP would be to get them free (and they could announce this perk). I would also like to see Sam Adams back on the shuttle, and if I had to buy it it wouldn't kill me but I would prefer to get it free. Would like to see the Fox News Now back on shuttle (don't see how you could charge for that easily). Echo comments about getting glassware back in first class.

OK I'm gonna chime in with what should be a revenue positive change. All throughout the East there are numerous brewers of some very fine beers that are distributed locally. One such beer is brewed in St. Marys, PA. The Straub Brewery has been around for over 125 years. At retail its cost is about $4.00 per case less than the national brands and it is a tasty local brew. Now US would have have to let the moths out of Ben's wallet to promote the local brews. But it would reduce unit cost whether you sell or give it away in first and it provides some product differentiation and gives the marketing boys something to talk about when they give interviews.

Piney: Just some words of encouragement here. Keep up with the postive attitude. I agree 100% with the "have a solution" idea here. Bravo

My little pet peeve is when your connection to a transatlantic flight is messed up (ie a flight to PHL) you have to go all the way back out to the counter and wait in line with all of the people checking in for a carribean flight to get it fixed. Surely there could be a way to take care of passengers (paying customers) in an efficient manner. A phone number to call would be an improvement.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Oxb:
My little pet peeve is when your connection to a transatlantic flight is messed up (ie a flight to PHL) you have to go all the way back out to the counter and wait in line with all of the people checking in for a carribean flight to get it fixed. Surely there could be a way to take care of passengers (paying customers) in an efficient manner. A phone number to call would be an improvement.</font>


OK cool think of what you would do if you were Daveand post your solution. Phone is good idea, keep it going

When I was traveling to PHX recently my baggage got delayed at PHL. I waited for about an hour for my baggage to show up and then went to the customer service desk to report my missing baggage. The rep said "You are Mr.X right? I got a word from PHL that your baggage got delayed. It should be in tomorrow." If only someone had informed me that my baggage got delayed as soon as I got off the plane or even better while I was on it, I wouldn't have wasted an hour waiting for it. And I would have left a lot less unhappy.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by chennaibug:
When I was traveling to PHX recently my baggage got delayed at PHL. I waited for about an hour for my baggage to show up and then went to the customer service desk to report my missing baggage. The rep said "You are Mr.X right? I got a word from PHL that your baggage got delayed. It should be in tomorrow." If only someone had informed me that my baggage got delayed as soon as I got off the plane or even better while I was on it, I wouldn't have wasted an hour waiting for it. And I would have left a lot less unhappy.</font>

This is not a whine thread! Please don't post a problem without a solution. I fully understand your frustrations. Come up with an idea on how to notify customers if baggage is delayed other than the system that is in place. We have folks that are in Logistics what can US do to fix this problem?

One suggestion: why not get rid of the Envoy upgrade paper certificates and make them electronic, like the E-Upgrades? I dislike the whole paper certificate upgrade process for transatlantic flights.

To elaborate on what I meant in having a phone number available in the case of an international reroute...

It is clear that US can not afford to have employees sitting around at airports to handle non routine functions. They staff the counters with the number of people needed for an ordinary day. I understand that. By centralizing the expertise needed to handle international reroutes which I understand to be more complex than a domestic flight, they could make available a phone number on the ticket jacket that you could call in the event of a flight irregularity. The PNR could be highlighted on the boarding pass and could be entered at a prompt on the phone and you could be routed to the appropriate dept at the call center for domestic or international flights. Perhaps they could increase cutomer satisfaction and decrease costs this way.

edited for typo

[This message has been edited by Oxb (edited 08-12-2003).]

OK, something else.

If you are going to have to pay for food in coach, why not bring back the drink coupons and say let you use two of them for a meal. That would make it easier to use a credit card. They are good with the non-refundable thing already and a few will never be used so US would like that. They could even toss a few in the preferred kits and pretend like it was a huge new benefit. Or they could give them away free with a full fare BBB ticket. That would let there be at least some differential for those that have to pay the most for a ticket.

Fix the system so when you're researching/booking travel on-line, you can hit the "back" button without screwing up your reservation.

Also, I have fond memories of being given special attention by the flight crew when I was flying as a child. I don't have any children, so I'm not an expert in what US is doing these days for their youngest pax, but I have observed in the past couple of years that children sitting near me are not given any special attention on board. I realize the days of cockpit tours are over, but here are a few niceties I'd like to see US bring back for the kiddies:

1) US Playing cards!
2) US wings pins
3) Plastic US airplane toy (I got one of these when I was about 4 years old, on Eastern, and it made my whole trip.)
4) I recall a few flights in the early '80s where the FA's passed out Chipwiches as snacks following the meal service. Bring back the Chipwiches! Or even make them part of IFC.

I have not flown US Airways since June so I apologize if some of this has been already been implemented.

This suggestion is in regards to food-for-sale onboard the aircraft.

I understand that a lot of people, despite publicity, dont realize that the flight they are about to embark on is of the "food-for-sale" variety. I think it would be prudent for US Airways to offer other ways to purchase meals instead of onboard. It would be great if the check-in kiosks could have a "purchase food" option so that travelers could purchase the meal upon check-in. You can already purchase tickets and purchase e-upgrades at the kiosks, so the technology to process credit cards for payment is already there. The kiosk could spit out a "paid food voucher" along with your boarding pass, that you would then give to the flight attendant onboard to receive your meal.

This would accomplish two things:
1. Alert customers that food-for-sale is in full swing, even if they elect not to buy the meal. *more free publicity*
2. Get the customer to buy the meal first...many times I will get to the airport NOT HUNGRY, but after waiting in lines and at the gate, I'll get bored and head off to McDonalds. If US Airways could get more people to pre-purchase the meals, they'd have more money in their coffers upfront, instead of losing people to hunger pains somewhere before the boarding process (and subsequently losing a little revenue when flyers buy their food in the airport)

*maybe someday, if this actually works, they could rig the "online check in" to have a similar option where you can buy your food voucher from your home PC. That, I admit, is a long shot, but this thread is all about suggestions for our favorite airline so there you go! http://www.flyertalk.com/forum/smile.gif

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"A mile of highway will take you a mile, but a mile of runway will take you anywhere."

edited because I can't spell

[This message has been edited by PurdueFlyer (edited 08-11-2003).]

To encourage CPs to fly more, give them an additional bonus for flying more than the previous year. If you fly 10% more than the previous year than you will receive X as a bonus, 20% more would recive XX. This could be based on segments, miles, or $$$. This would keep CPs like myself flying on US rather than improving staus on another airline after you know you will reach CP for the year. This should be revenue positive because they will receive more revenue, than the cost of the bonus.

I have been trying to find a way for them to bring back the glassware, hot towels, and sundies to first. But the problem is, their cost is much more than most of us think. I understand it costs about $25.00 for a 5lb. bag of ice with all of the handleing that goes on from the Ice Machine to drink cart on the plane. I would even give up some of the bonus miles I receive to fund the ammenties.

Upgrade the reservation process on the web site - there is no good reason why you shouldn't be able to use the "back" button to try a different flight - you should not have to start over!

This cannot be a difficult or expensive project - all of the online reservation services allow it (Expedia, orbitz, etc)

Why not sell the food for purchase meals prior to boarding the plane. (Similar to American Airline Deli Meals that were free a few years ago.) USAir could have an employee selling the meals in proximity to several gates. This would assure that everyone who wants a meal will be able to purchase one. Approx a month ago I flew in first class from LAX to PHL. The meal was not nearly as good as the Einstein Brothers sandwich. I tried to get one and was told they were not available in First Class. I watched the flight attendants eating a great meal.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by AtlanticBeach:
9. Change message on telephone lines with an additional prompt for flight changes or irregular ops within the next 24 hours. Higher priority to these calls. Have a message for other folks explaining that bad weather and helping passengers currently traveling will delay answering their calls.
</font>

Someone is paying attention. When you call the res line today, there is an extra prompt for people affected by the Northeast Power Outage. Quick response. All others get a message about long holds. Very reasonable given the circumstances.

Terrible thought- Are the folks at CCY going to use this episode as a "force majeur" to get rid of more mainline people and planes? Or, will they just use this to blame continued poor financial performance (since it was unexpected like snowstorms and thunderstorms)?

Frankly gang I'm ready to throw in the towel! The shenanigans on the buy 3 get one free is a joke. This outfit doesn't deserve the loyalty. Try to do something positive and lo and behold US is up to the same old crap. I promised I would compile and publish the results but after that I'm thinking of spending the last quarter auditioning a new preffered carrier.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by PineyBob:
Frankly gang I'm ready to throw in the towel! The shenanigans on the buy 3 get one free is a joke. This outfit doesn't deserve the loyalty. Try to do something positive and lo and behold US is up to the same old crap. I promised I would compile and publish the results but after that I'm thinking of spending the last quarter auditioning a new preffered carrier. </font>

Wow, what happened?

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by GadgetFreak:
Wow, what happened?

</font>

I'll let you know when I can speak and type with fewer than 3 to 4 "F" words per sentence.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by GadgetFreak:
Wow, what happened?

</font>

Here's a hint. Somebody explain what this means to you? It's from a fare rule

RETURN TRVL IS VALID ON THE 1ST SUN AFTER 12:01 A.M.. MEASURED FROM DPTR FROM ORIGIN TO DPTR FROM THE FARTHEST GEOGRAPHICAL POINT

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by PineyBob:
Here's a hint. Somebody explain what this means to you? It's from a fare rule

RETURN TRVL IS VALID ON THE 1ST SUN AFTER 12:01 A.M.. MEASURED FROM DPTR FROM ORIGIN TO DPTR FROM THE FARTHEST GEOGRAPHICAL POINT</font>

That's too easy! There's text in a fare rule. That can only mean one thing -- you're screwed! No further translation is needed.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by PineyBob:
Here's a hint. Somebody explain what this means to you? It's from a fare rule

RETURN TRVL IS VALID ON THE 1ST SUN AFTER 12:01 A.M.. MEASURED FROM DPTR FROM ORIGIN TO DPTR FROM THE FARTHEST GEOGRAPHICAL POINT</font>


I am a very simple person mentally. I have no idea what that means. It is beyond my ken http://www.flyertalk.com/forum/wink.gif

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by TomBascom:
That's too easy! There's text in a fare rule. That can only mean one thing -- you're screwed! No further translation is needed.</font>

You are correct sir! On a serious note. Given your IT background I want to ask if the following is possible and if yes what kind of time/dollar would be involved.

Customer registers for promotion!

Customer calls CP desk to make reservation. they have your DM number already. Plus all promotions on screen

Customer gives itinerary dates and times. CP agent has the rez linked to the promotions and says, "Mr XXXX do you know that this flight does/does not qualify for promotion XYZ?" At this point some upselling can take place assuming that the 2 databases could be linked.

Is that possible? What would it take?

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by PineyBob:

Is that possible? What would it take?</font>

Someone at a high level at US that gave a fern about passengers?

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by PineyBob:
Customer gives itinerary dates and times. CP agent has the rez linked to the promotions and says, "Mr XXXX do you know that this flight does/does not qualify for promotion XYZ?" At this point some upselling can take place assuming that the 2 databases could be linked.

Is that possible? What would it take?</font>

Me writing the code (and fixing the web site, and redoing the kiosks to handle the non-standard cases, and fixing the online upgrades procedure, and...) and my current Product Manager (also a GP) rather than whomever they currently have.

Not knowing exactly what they've got now, I can still say it wouldn't be excessively difficult to do, just that someone has to want to do it.

I read that fare rule as "Sat night stay required", especially if there was a min 1 night stay. (And yes, I think fare rules are insanely crazy.)

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by PineyBob:
You are correct sir! On a serious note. Given your IT background I want to ask if the following is possible and if yes what kind of time/dollar would be involved.

Customer registers for promotion!

Customer calls CP desk to make reservation. they have your DM number already. Plus all promotions on screen

Customer gives itinerary dates and times. CP agent has the rez linked to the promotions and says, "Mr XXXX do you know that this flight does/does not qualify for promotion XYZ?" At this point some upselling can take place assuming that the 2 databases could be linked.

Is that possible? What would it take?</font>

Like others said -- mostly someone has to care...

Issues are likely to be:

1) The current screens are probably jam packed with information -- so this would likely be a new screen or set of screens which probably makes it somewhat easier to code but makes for more mystery typing on the other end of the phone.

2) Describing the rules for a promotion could get really exciting. But I've done stuff like that before.

3) There are probably lots more than 2 databases that need to be "linked".

4) "Upselling"?!? Surely you jest! Reservations has no time to waste on such frivolity! On to the next PAX!

US Airway's IT is what you might call "a target rich environment". This is just one of many obvious areas for serious improvement. I think I'd probably focus on the web page first though -- there's revenue sitting there waiting to be collected.

Bob - I hear you on trying to get a straight answer from someone on buying 3, get one free.

I think we all know that its not the employees' faults that its so hard to deal with this. I feel for those who have to deal with irate customers who feel screwed by US' implementation of the 'industry of fine print'.

It is really something though that none of the majors have looked into the 'upselling' idea. I thought this suggestion (while inspired by the 3-for-1 promo) could really generate revenue.

Tons of other business use it - the one that comes to mind first is the mall food court cookie places. Cookies are like $1 each. But you get 2 for $1.50, 3 for $2, etc. If you go up and order one cookie, the first thing they say is 'thats $1. do you want a second one for 50 cents more?' If you agree to that, they still will try to upsell you on the third cookie.

When I was young and naive (and poor!) I used to get mad that they were trying to push me into buying more cookies. But cookies arent event the best market to do this since you need to want to eat 3 cookies at the end of the day.

US could quite easily train its SP/GP/CP agents (even as a test market) to identify the absolute lowest fare in the market, and then specifiy and quote other slightly higher fares that were, for example:

* valid for a certain promotion or bonus miles (I know, lots of IT connections needed, but still possible).

* valid for upgrades (eg above L,V transatlantic)

* valid for instant upgrades (eg B,Y domestically)

Go ahead and vent all you want about needing to redo the fare structure (I am with you on that!) but this would actually be a service to preferred customers. Using the website's "shortest path" gives you the cheapest fare possible. And guess what, those are the ones they p*ss and moan about us buying.

As Tom said, keeping call times low is one of the key productivity metrics they use. They would have to figure out how to identfiy upsales relative to call times for individual agents. Currently, agents who are way above the average call time get pulled aside.

Speaking of which, no reason they couldnt make the website do the same things as above. Including pulling us aside and flogging us for buying roach fares ;-)

Good ideas all. This should certainly be on Bob's constructive idea list.

One related thing - I would love to see the 4-digit codes of the relevant promos (if applicable) show up in my statements. You know its in the computer somewhere, just not being displayed. A small task, and would likely cut down on calls saying 'why am I not getting bonus XXX'? Lots of other cockroach reasons we'd like to see this feature of course too.

[This message has been edited by hscottm (edited 08-19-2003).]

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by hscottm:
Bob - I hear you on trying to get a straight answer from someone on buying 3, get one free.

[This message has been edited by hscottm (edited 08-19-2003).]</font>

Well this pantented PineyBob tirade was carried out at a higher level than the avergage Joe/Jane worker. I had several e-mails with Sr. Types and and had an hour long rumble with a guy from Consumer Affairs. All I will say is he fully versed on my issues with US Airways. I think I almost lost him when I called BBB a liar, cheat and thief, and proceeded to give him chapter and verse as to why including the allegations regarding his conduct with past employers.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by hscottm:
One related thing - I would love to see the 4-digit codes of the relevant promos (if applicable) show up in my statements. You know its in the computer somewhere, just not being displayed. A small task, and would likely cut down on calls saying 'why am I not getting bonus XXX'? Lots of other cockroach reasons we'd like to see this feature of course too.

[This message has been edited by hscottm (edited 08-19-2003).]</font>

I agree completely about making it possible for us to see what promos we are signed up for on the web statements. Last CS VP I spoke to about it said "good idea - I think they may be working on it..." I am not holding my breath...

If they could get expiration schedule for the e-upgrades for my GP bride and SP kids on the web, that would help as well.

Any ideas how to get US to pay ANY attention to us roach-like customers ??? http://www.flyertalk.com/forum/rolleyes.gif

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by StSebastian:
I read that fare rule as "Sat night stay required", especially if there was a min 1 night stay. (And yes, I think fare rules are insanely crazy.)</font>I believe you are essentially correct. I suspect the fare rule was written as it was to take into account circle trips, some legs of which might be priced using this fare rule, in which case the Saturday night stay during the trip must occur before you depart the airport which is FARTHEST from your originating airport. (And I agree...)

[This message has been edited by rtpflyer (edited 08-20-2003).]

Customer Gold Preferred.

Here is my suggestion:

1. Open First and Envoy class seats earlier for upgrades. When checking 24 hours to departure often seats are still kept to sell for full fare, but do not fill up. These seats should be open earlier for the upgrade wait list or offer them with a deep discount as a real last minute deal on usairways.com

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by PineyBob:
I think I almost lost him when I called BBB a liar, cheat and thief, and proceeded to give him chapter and verse as to why including the allegations regarding his conduct with past employers.</font>

Well Bob, even though BBB isn't sterling, I can understand why you might have lost them at that point. The noise gets in the way of the signal, and we end up being ignored. I understand you're beyond ticked on this, but if any of us want to make an impact with US on this, we don't want to give them a reason to stop listening to any of us.

I've been a CP for 5 years, and I think this is a great idea. I was one of the thousands who complained when they tried to take Preferred Status away from discount fares, and remember, someone listened to us then!
My suggestions are for domestic first class - yes, most of the passengers are upgraded, but doesn't that mean they are also your most loyal? Bring back the glasswear, the hot meals and the hot towels. It makes a huge difference to someone who flies 10 hours every week, all year long.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by CLTFlyer:
Well Bob, even though BBB isn't sterling, I can understand why you might have lost them at that point. The noise gets in the way of the signal, and we end up being ignored. I understand you're beyond ticked on this, but if any of us want to make an impact with US on this, we don't want to give them a reason to stop listening to any of us. </font>

Indeed, that's one of the reasons I try not to have conversations with the CCY robots. BBB and his ilk serve a very strong brand of Kool-Aid. That's why I want to get back on track with the Cockroach publicity stuff. That will accomplish more then me losing my temper. See the positive suggestion book is really a springboard to other activities. Either way the C'roaches come out looking good. If they don't respnd to the suggestions we look good for making them. If they respond favorably we look good. Time for the Pinester to put the leash on the bulldog in me.

Expenses reduced, income increased:
Do away with the silly 'priority' luggage tags. They apparently mean nothing other than printing costs and added time at check in. Not much time granted, but seems to be mostly symbolic and showy for the passenger before they board. Now, take the savings and give me preflight drinks in FC all the time please.

&gt;" They apparently mean nothing other than printing costs and added time at check in."

I haven't seen them for over a year, no way, no how.

JBP (Just discovered that I can't fly on miles from PHL-BOS-BOS-LGA-PHL. It's the LGA that's the clicker. Now I have to stay overnight.)

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by PineyBob:
Well this pantented PineyBob tirade was carried out at a higher level than the avergage Joe/Jane worker. I had several e-mails with Sr. Types and and had an hour long rumble with a guy from Consumer Affairs. All I will say is he fully versed on my issues with US Airways. I think I almost lost him when I called BBB a liar, cheat and thief, and proceeded to give him chapter and verse as to why including the allegations regarding his conduct with past employers.</font>

I wish I had enormous amounts of time on my hands like you, PineyBob. My yard would look so much better.

Why do you do this? Come on, step back for a moment and look at what you've written (this post I'm quoting plus many others).

You spent an hour on the phone with Consumer Affairs? You almost got cut off because you couldn't control yourself? That's just sad.

I recommend you get therapy for your obsessive/compulsive problem and overall anger problem with US Airways.

------------------
"Where's my money?" -- Pizza the Hutt

I agree with Piney Bob and he is doing a service for all of us. So I would kindly ask for a bit of gratitude to Piney Bob. If we all did not care about US screwing us, we would not be earning tier mileage on discount fares, have no chance to stand-by etc.

BBB's policies could cause any sane man to slip briefly into insanity. .

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by JS:
I wish I had enormous amounts of time on my hands like you, PineyBob. My yard would look so much better.

Why do you do this? Come on, step back for a moment and look at what you've written (this post I'm quoting plus many others).

You spent an hour on the phone with Consumer Affairs? You almost got cut off because you couldn't control yourself? That's just sad.

I recommend you get therapy for your obsessive/compulsive problem and overall anger problem with US Airways.

</font>



[This message has been edited by NeoOfTheCRS (edited 09-04-2003).]

While I have gratitude for any constructive changes Pineybob may suggest on behalf of frequent fliers, the continued tirade against USAirways I don't find constructive, and somewhat demeaning towards the people that work there.

Flyertalk TOS prohibits personal attacks against other members, and it seems (to me anyway) that these attacks against B. Ben Baldanza are personal, which bothers me.

Am I missing something in this discussion?

With the food for purchase, how hard would it be to offer to purchase a coupon at checkin that can be redeemed on board that flight for the box meals, in addition to selling them on board?

This would have a couple of benefits, first you would have an idea of how many meals you need to load helping to eliminate issues of running out. It would also permit people to use a Credit or Debit card, rather then just cash to get the meal.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by JanePond:
&gt;" They apparently mean nothing other than printing costs and added time at check in."

I haven't seen them for over a year, no way, no how.
</font>

They were on MrsGP and little one's bags when they flew PIT-LAX on Friday. They came out 10 minutes after the bags starting rolling down the chute, about halfway through unloading.

I rarely check bags, but when I have I periodically see the tags. They don't seem to make a difference in when the bags come out.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by wr_schwab:
With the food for purchase, how hard would it be to offer to purchase a coupon at checkin that can be redeemed on board that flight for the box meals, in addition to selling them on board? </font>

A friend I was chatting with told me they flew US recently and this was the case -- they were asked in advance like we've suggested. Unfortunately I can't remember exactly who it was right now, but since I haven't seen anyone else on FT mention that, I'm thinking they were probably confused about something (which airline, the procedure, paying in advance v.s just hearing about it) but they seemed pretty sure about what they were saying.

I haven't flown an IFC flight in a few weeks, so I have no idea. Anyone else have input on this?

I was doing some thinking about how US could improve its cash flow and retain loyalty. Earlier today I was reviewing something at work and realized it could be adapted to serve US.

The company I work for is always looking to better manage travel costs and has no particular loyality to any one carrier. I'm a US3 so whenever I fly for them I make sure I'm on a US flight.

I am proposing a program similiar to a FFP, in which companies could purchase a block of miles (min 25K) at $0.50 a mile, and then redeem them at a ratio (min redemption 500 miles) of 1:1 (1 mile is good for 1 mile traveled) for Y class ticket, 2:1 for a F ticket, .5 for a restricted ticket 14 days out, .25 for a restricted ticket 21 days out.

The more miles purchases initially, the lower the per mile rate is. Breakpoints can be set to produce similar results to other corporate discounts. The miles would need to be used in a year from purchase.

These miles would be able to be redeemed by a company for anyone traveling on company business for a ticket.

This would put it in-line with similiar fares on there current rate structure. Since companies (or individuals) have prepaid for passage on US they would be more likely to use them as a carrier, and can get a better projection of what they are going to spend. Also since US has taken a prepayment they can better project cash flows.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by StSebastian:
A friend I was chatting with told me they flew US recently and this was the case -- they were asked in advance like we've suggested. Unfortunately I can't remember exactly who it was right now, but since I haven't seen anyone else on FT mention that, I'm thinking they were probably confused about something (which airline, the procedure, paying in advance v.s just hearing about it) but they seemed pretty sure about what they were saying.

I haven't flown an IFC flight in a few weeks, so I have no idea. Anyone else have input on this?</font>


Well, I've been lurking here in FT for a long time, but Ive finally decided to take the plunge and make a post!

Last night I flew PHL-LAX, and there did not to seem to be any changes to the In Flight Cafe (i.e. asking in advance). Just the usual "Limited Supply" for sale in cash only.
But it seems that some changes need to be made fast. The choices were caesar salad or turkey sandwich, and they ran out of both before they even made it halfway through the cabin of the A321. In fact, they ran out of salads after the 5th row of coach! Fortunately, I had already eaten and had no desire to purchase dinner, but If I hadn't, then I would have been pissed! Because of the weather in PHL, we ended up sitting on the plane for a total of 6.5 hours, and if I had been hungry enough to want to purchase dinner when I got on, I can only imagine I'd be starving by the time I got off. It seems like this program will end up upsetting more people than will benefit. They need to do something though, because right now the program seems quite flawed. I'm not sure how to go about fixing it (other than just doing away with it completely and just serving pretzels), but it definately needs repair! I'm not sure that paying in advance at a kiosk or the like is the solution, because I would be even more upset if I paid for a meal to get on the plane and find out that they ran out. At least if they run out I can use my cash somewhere else! Where am I going to be able to spend a US Airways Food Coupon?

------------------
No thanks, I'm just lurking. Call me the Lurker!

[This message has been edited by The Lurker (edited 09-04-2003).]

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by wr_schwab:
I was doing some thinking about how US could improve its cash flow and retain loyalty. Earlier today I was reviewing something at work and realized it could be adapted to serve US.

The company I work for is always looking to better manage travel costs and has no particular loyality to any one carrier. I'm a US3 so whenever I fly for them I make sure I'm on a US flight.

I am proposing a program similiar to a FFP, in which companies could purchase a block of miles (min 25K) at $0.50 a mile, and then redeem them at a ratio (min redemption 500 miles) of 1:1 (1 mile is good for 1 mile traveled) for Y class ticket, 2:1 for a F ticket, .5 for a restricted ticket 14 days out, .25 for a restricted ticket 21 days out.

The more miles purchases initially, the lower the per mile rate is. Breakpoints can be set to produce similar results to other corporate discounts. The miles would need to be used in a year from purchase.

These miles would be able to be redeemed by a company for anyone traveling on company business for a ticket.

This would put it in-line with similiar fares on there current rate structure. Since companies (or individuals) have prepaid for passage on US they would be more likely to use them as a carrier, and can get a better projection of what they are going to spend. Also since US has taken a prepayment they can better project cash flows.</font>

The problem with this is that you are essentially setting the fares to be proportional to distance traveled.

It would be a great deal for a company that sends people on short-haul trips, especially last-minute, and it would be a terrible deal for a company that sends people on long-haul trips, especially when booked in advance.

The result is that you would sell these types of packages to two types of companies -- those who buy mostly short-haul, last-minute trips, and companies that do all sorts of travel.

You could jack up the rates for companies that do mostly short-haul, last-minute trips, but doing so will make the package unattractive, since it's pre-paid. If you leave the rates alone to reflect average fares across the system, you will lose money unless the company leaves a lot of miles on the table at the end of the year.

The second type of company (all sorts of travel) is probably more common, especially with large companies. They tend to have a wide variety of business travel. Again, the result is bad for US, because the company will only use these pre-paid miles for short-distance, last-minute trips, and they will simply buy tickets for other trips.


Speaking of corporate discounts, the proportion of my business travel that I book on my company's travel web site is shrinking. Web fares, such as on Expedia.com, often beat the regular fares with a corporate discount.

------------------
"Where's my money?" -- Pizza the Hutt

[This message has been edited by JS (edited 09-05-2003).]

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by catwood:

Flyertalk TOS prohibits personal attacks against other members, and it seems (to me anyway) that these attacks against B. Ben Baldanza are personal, which bothers me.
</font>

When did B. Ben start posting and become a member, or is he just a lurker? http://www.flyertalk.com/forum/smile.gif

I am not attacking B Ben Baldanza personally, I am attacking his business decisions. People at his end of the food chain always tell people at my end of the food chain "It's business, It's nothing personal", So I merely extending that logic to my comments regarding his actions as an officer of a publicly traded company that has sucked up a fair amount of my tax dollars in order to remain open for business.

Hey,

I'm new to this forum.....been a DM member for a lil over a year now. Usually fly US from YYZ to RIC. Got a 50/50 shot at making SP this year w/o any mileage runs. Might wind up 4 seggies short -- or might do a mileage run to LAS in Dec if that's the case.

If you're looking for ways to improve US, may I suggest a proven revenue positive technique that has yet to be implemented:

1) Install kiosks at YYZ, YOW, and YUL

2) Allow ppl to use kiosks for international flights

There is no reason why kiosks can't be installed at YYZ, YOW, and YUL. All 3 airports have the quantity of passengers to justify it. I know that it hasn't been done because kiosks supposedly can't be used on transborder flights, but AC allows kiosks to be used on transborder flights. The only special thing you have to do on an AC kiosk when flying transborder is select the travel document's country, the travel document's type, and key in the travel document's number (via an on-screen keyboard). Personally, I would rather have them install a passport reader on the kiosks, but I won't complain about keying it in if that's the only way to do it. I don't see why kiosks are not used at these three airports. All 3 airports have US customs pre-clearance facilities. There's no liability on the part of US -- any pax who is refused entry to the US is refused entry prior to boarding the aircraft. It's not like US might have to transport the pax back to the origin. As for checking the authenticity of one's travel document....there's no need -- leave that up to the immigration officer at the pre-clearance center. AC does and it works great for them. Heck, AC's customer base would revolt if they weren't able to use kiosks on transborder flights out of those airports.

My second proposal involves installing a few international kiosks at airports in the USA. These kiosks could be dual purpose international/domestic kiosks. These kiosks could have a passport reader on them, but it's not required. I could see the kiosks printing boarding passes on the backside of the kiosk beside the baggage tag, and displaying a message on the screen to the affect "please present proof of citizenship to check-in agent to collect boarding pass". How sweet would that be? Maybe the boarding pass doesn't print out until after the agent verifies the travel document of the pax -- doesn't matter. This is still lightyears ahead of making international pax queue up in long lines and having the agent do everything. This could be done at YYZ, YOW, and YUL too. Definitely a money saver, and it sure makes life easier on us paxs, especially those without status.

- Notam

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by JS:
I wish I had enormous amounts of time on my hands like you, PineyBob. My yard would look so much better.

Why do you do this? Come on, step back for a moment and look at what you've written (this post I'm quoting plus many others).

You spent an hour on the phone with Consumer Affairs? You almost got cut off because you couldn't control yourself? That's just sad.

I recommend you get therapy for your obsessive/compulsive problem and overall anger problem with US Airways.

</font>

Perhaps you should re read the post a little more carefully. I did not say that I lost control, I said that I almost lost the ear of the listener because I had become a bit to strident. As for why do I do it?

Take a step back? I think not! I will NEVER Retreat on this issue as long as I am a FF'er. If you desire to be part of the sheep who are continually sheered by the customer unfriendly actions of the major airlines be my guest. I choose to stand and fight. WHY? Because I can! I have a travel job that keeps me away form home plus a LD relationship so I have the free time.

Just some food for thought JS in the form of some famous quotes.

"Those who stand for nothing will fall for anything"

And finally from Teddy Roosevelt,

It is not the critic who counts; not the one who points out how the strong person stumbles, or where the doer of deeds could have done them better. The credit belongs to the person who is actually in the arena, whose face is marred by the dust and sweat and blood; who strives valiantly; who errs, and comes short again and again, because there is no effort without error and shortcoming; but who does actually strive to do the deeds; who knows the great enthusiasms, the great devotions; who spends himself or herself in a worthy cause; who at the best knows in the end the triumph of high achievement, and who at the worst, if he or she fails, at least fails while daring greatly, so that his or her place shall never be with those cold and timid souls who know neither victory nor defeat.
As Paul harvey says "Now you know....The rest of the story... Good Day"

[This message has been edited by PineyBob (edited 09-06-2003).]

notam

Welcome to FT. Hope to see more of you here!

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by notam:
...The only special thing you have to do on an AC kiosk when flying transborder is select the travel document's country, the travel document's type, and key in the travel document's number (via an on-screen keyboard). Personally, I would rather have them install a passport reader on the kiosks, but I won't complain about keying it in if that's the only way to do it. [...]

My second proposal involves installing a few international kiosks at airports in the USA. These kiosks could be dual purpose international/domestic kiosks. These kiosks could have a passport reader on them, but it's not required.</font>

I was at RDU the other day picking someone up and happened to look closer at one of the kiosk machines there. I don't ever remember seeing this when I used it, but it looked like there was a passport reader under the credit card slot. If there was and that's active, maybe this is the next step.

Thanks for the info...I'll take a closer look with I fly to RIC-YYZ next week. I hope the next step comes soon....I've heard that UA is allowing kiosks to be used on international flights now. Not sure what, if anything, special they do to confirm one's travel document.

Notam