US Airways Dividend Miles (Pre-FlightFund Merger) - Customer service article / required reading for BBB!!

I found this article on a news link, of all places, US Airways employees' web site (http://www.usairwaysemployees.com).

This article, http://www.bizjournals.com/denver/stories/2003/10/27/smallb5.html , is about customer service, or the lack thereof. The author, a CP from what he says in the article, uses a recent pair of flights on USAirways as an example.

This looks like a summary (even though there's no mention of first class shortcomings) of what we all ***** about on this forum. I wonder if any of the clowns in Crystal City have seen this?



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A "Mileage Run"... is that what they're called? I've been doing them for years and didn't know they had a name.

Some specifics sure would be nice.

"I won't bore you with the details..." Give me a break, the thing is three pages long! Without details, how is anyone, let alone Triple B, supposed to respond?

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"Yippie-kay-yay, Mr. Falcon!" -- John McClane, Die Hard II As Seen on TV

Here are some specifics that only serve to upset customers:
1. Plastic cups;
2. Louse or no food in first class and coach;
3. Reductions in in flight entertainment;
4. Reductions in waivers and favors;
5. Conveluded fare rules and strict adherence to them;
6. Dirty planes;
7. Not a lot of new enhancements, or things to make me say, I really look forward to my next flight or experience;
8. Charging for meals when they used to be a given for free;
9. Lousy customer service especially over the phone when there is an unusual situation. Your problem might get solved, but it might take being on the phone for 2 hours;
10. Canned answers from Consumer Affairs about the above 9 and other topics. The responses could be written by a poorly designed crm software package. No meaningful communication between top customers and top management.
SHould I go on?

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by jetsetter:
&lt;snip&gt;
2. Louse or no food in first class and coach;
&lt;snip&gt;</font>

http://www.flyertalk.com/forum/confused.gif So you either receive a louse or no food on US Airways flights? Is this a reduction from receiving multiple lice? Is this somehow related to your exhibit six? http://www.flyertalk.com/forum/confused.gif



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"We will not cut benefits from OnePass, our industry-leading frequent flyer program, because we remain committed to rewarding our most loyal customers."

-- Gordon Bethune (Continental's CEO) two weeks before significantly cutting benefits of the OnePass program