US Airways Dividend Miles (Pre-FlightFund Merger) - Poor sense of time by US agents in JAX

I had a scheduled trip today that was JAX-CLT-BWI. At JAX, there were two CLT flights departing within 15 minutes of each other, one on mainline US and one on US Express. I was on the latter.

At the gate we find out the incoming flight has been delayed due to mechanical problems and won't arrive until 10 minutes after its originally scheduled departure. Those of us with fairly tight connections--realizing this means close to an hour delay, minimum--ask about getting on the other flight as JAX is pretty empty, as the flight presumably is, too.

The gate agent offered to put everyone who had earlier than 4:00 pm connections onto the other flight. Mine was at 4:10, and he wouldn't move me over, saying, "You'll be fine--just no time for Starbucks, eh?"

Should I have been more insistent? Of course, we get to CLT at 4:10 and give way on the taxiway to other a/c for 15 more minutes, so I miss the connection, and unfortunately the next flight to BWI is well after the MARC trains stop running (it's a "holiday," after all). After a lot of persuasion, I managed to convince a US agent to rebook me into DCA since otherwise I'd need to take a cab to either the DC Metro or my neighborhood, or Amtrak (ick). Somewhere in this process my *S gets lost and I get put into the last boarding zone, but that's not a problem since the flight is only 2/3 full :)

I'm glad US rebooked me onto the next BWI flight, but wow, you'd think the JAX agent would have had a better sense of time. We had an originally scheduled arrival of 3:30, and how did he figure a 45-min to hour delay would still get me there in time to make a 4:10 flight, running from the far end of E to the middle of C? I know I was dumb not to demand he rebook me on the mainline US flight that was on-time, but sheesh. Oh, well--I guess I still got home nearly at the same time I otherwise would have with the redirect into DCA ("But you can't go into a different airport than you were booked!" the agent says...)

The problem that you discuss is an unfortunate by-product of the reduction in force and seniority based system that is currently in place.

JAX is my home airport and I know many of the folks who work here. Most of them have good common sense and provide great customer service. However, with the layoffs that have taken place, there are some employees that I have met during the past couple of years who I have never seen before. The station manager was previously able to hide them and I do not remember any interaction with them in the prior 20 years.

There are three people who I avoid at all costs here. Checking-in for international travel was disasterous on one trip; upgrades were mysteriously lost for another; and a family of 6 was placed in the exit rows creating havoc when boarding are examples of this less than ideal service.

Typically, the crew here is among the tops anywhere. Sorry that you had such an atypical experience.

P.S.- It usually takes more than 30 minutes for luggage to arrive at baggage claim. This one area of customer service that is poor at JAX. However, if your bags don't make it, doing the claim info can be done in a matter of 2 or 3 minutes. (No I don't check bags. But sometimes people who I pick-up have made the dreaded Philly mistake).

Thanks for the local view AB.

I hope they get everything in order before everyone comes to town for the Superbowl.

Flying home CHO-IAD-SFO, outbound of CHO was delayed 1.5 hours, though (thanks to CHO wireless) I could see the inbound plane wasn't expected for well after that.

As SkyWest didn't bother to send anyone to the gate, I had to go outside security where I asked to be protected on the next SFO flight. Agent refused (?!) saying that since we were coming into the same concourse I would make the connection (the math just didn't add up in my head, though). I was kind of surprised so I just went back, cleared security and sat around for 15 minutes. In the meantime the flight got pushed back an extra 20, and I went back out to the main counter to demand that I be protected on the next flight.

When we arrived at IAD there was a traffic jam on the ground - it wasn't that our gate was occupied, we just couldn't get there because there were about 8 jets in the alleyway. I saw my big beautiful 763 leave the D concourse, and sighed but felt ok since I knew I would just go to the gate for the next flight. I dont' know what the heck the rest of the poor fellas on the flight did, since customer service was jam packed when we got to the terminal. UAx ground crew in CHO hadn't been proactive at all about protecting or rebooking, and I'm sure there were many, many unhappy people there that evening.

The gate agent offered to put everyone who had earlier than 4:00 pm connections onto the other flight. Mine was at 4:10, and he wouldn't move me over, saying, "You'll be fine--just no time for Starbucks, eh?"

Should I have been more insistent?


OUCH! We deserve a frownie here :( ! I am trying to think of what possible reason the agt had for denying your request and must amid that I am stumped.

At every location where have worked there have been the few jerks and clueless.I ca obnly surmise that you had the misfortune to run into someone like that. I am glad the you were able to get rerouted. On behalf of the majority of US staff who are not jerks or clueless, I do apologize!

Last night at JAX was a less than stellar experience. I arrived off a US Airways Express flight from CLT. After deplaning in the pouring rain, we stood by (some with umbrellas, some without) for our gate checked luggage. After about three minutes, we were told the bags would be sent to baggage claim "so they don't get wet". Went downstairs and waited a half hour for our carry-ons to come out the bag belt, still wet. I would have rather just gotten my bag on the ramp since I was already wet and the bag would be wet anyway. By the time I ended up with my rollaboard, I could have been home.

Last night at JAX was a less than stellar experience. I arrived off a US Airways Express flight from CLT. After deplaning in the pouring rain, we stood by (some with umbrellas, some without) for our gate checked luggage. After about three minutes, we were told the bags would be sent to baggage claim "so they don't get wet". Went downstairs and waited a half hour for our carry-ons to come out the bag belt, still wet. I would have rather just gotten my bag on the ramp since I was already wet and the bag would be wet anyway. By the time I ended up with my rollaboard, I could have been home.


They ramp still does not understand the need for timely baggage return here. Please see my previous post that concurs with your assessment.

It must be something about the design of JAX. Have heard consistently similar experiences about all carriers, both legacy and LCCs, with the exception of WN. Our airport authority is considering providing global baggage staff to reduce the wait times. Nice idea, but putting a government agency in charge of increased efficiency sounds counter-productive.

They ramp still does not understand the need for timely baggage return here. Please see my previous post that concurs with your assessment.

It must be something about the design of JAX. Have heard consistently similar experiences about all carriers, both legacy and LCCs, with the exception of WN. Our airport authority is considering providing global baggage staff to reduce the wait times. Nice idea, but putting a government agency in charge of increased efficiency sounds counter-productive.

When I'm not traveling, I volunteer about 6 hours a week out at the airport in JAX as an ambassador, helping out people who aren't fortunate enough to travel as much as many of us and need a little guidance finding the right gate, bag claim, etc. I see probably more of what goes on at JAX than most passengers (and I get free parking in the garage when I travel).

A lot of the problem is the individual airline. Northwest is horrendous at JAX. They'll wait until the flight leaves again before they bring the inbound bags to the claim. Much of that problem was their station manager, who was replaced very recently.

The bag room behind the belts doesn't offer much room. Basically if there is a bag truck and carts parked there, you aren't going to get through. (I've ridden back there on a tug a couple of times). Southwest happens to have a lot of staff as well, and is closest to where the bags go in.

Actually through FRAport (the handling service.... the airport authority itself will contract with an outside company with a great, proven reputation... the airport won't do the actual handling) bag times could improve. Staff could easily be moved around to work flights as they arrive, actually having more people working each flight with a lower overall airport staff count. However, Southwest/AirTran/FlyI have all told the JAA they don't want to cooperate. Delta already has a handling service for ramp (DGS). United Express is already handled by DGS (morons). Basically, a government agency will handle the overall contract, but not the actual operation. Consider the airport authority's role in the handling agency to be completely administrative.

When I'm not traveling, I volunteer about 6 hours a week out at the airport in JAX as an ambassador, helping out people who aren't fortunate enough to travel as much as many of us and need a little guidance finding the right gate, bag claim, etc. I see probably more of what goes on at JAX than most passengers (and I get free parking in the garage when I travel).

A lot of the problem is the individual airline. Northwest is horrendous at JAX. They'll wait until the flight leaves again before they bring the inbound bags to the claim. Much of that problem was their station manager, who was replaced very recently.

The bag room behind the belts doesn't offer much room. Basically if there is a bag truck and carts parked there, you aren't going to get through. (I've ridden back there on a tug a couple of times). Southwest happens to have a lot of staff as well, and is closest to where the bags go in.

Actually through FRAport (the handling service.... the airport authority itself will contract with an outside company with a great, proven reputation... the airport won't do the actual handling) bag times could improve. Staff could easily be moved around to work flights as they arrive, actually having more people working each flight with a lower overall airport staff count. However, Southwest/AirTran/FlyI have all told the JAA they don't want to cooperate. Delta already has a handling service for ramp (DGS). United Express is already handled by DGS (morons). Basically, a government agency will handle the overall contract, but not the actual operation. Consider the airport authority's role in the handling agency to be completely administrative.


JAXPax, thanks for your volunteerism on behalf of the traveling public. Many new visitors are coming to Jax and your help makes things run more smoothly. We have a growing airport that remains relatively easy to navigate with few delays.

I agree with your assessment that NW is the worst and WN is the best at getting the bags to the customers, for precisely the reasons that you mention.

Many things the JAA has touched the past four years have been questionable, at best. Two years ago, a board member who is Chairman of the Board of a $1,000,000,000+ company (and a US2 in addition to his own plane) resigned due to "massive failure of checks and balances", "complete lack of follow-through and understanding of the airline business" and "waste of taxpayer money". The building of the new JAA HQ was incredibly self-serving and described as "unwarranted" according to COJ auditor investigation at a time the authority was in a financial deficit. The salaries given to the Executive Director and other staff far exceed their contemporaries at other LARGER Florida airports. The most recent Chairman was given an outgoing gift of $700 of golf, which is a violation of Florida Ethics Laws. Ask US Airways if the JAA has made a proposal to increase service, especially JAX-BOS, the largest market that does not have a non-stop (or to reinstate JAX-LGA which was 3 737s daily prior to 9/11).

Maybe a few, if not all of these items explain my concern about the JAA attempting to manage anything, even if only administratively.

JAX is my home airport and I know many of the folks who work here. Most of them have good common sense and provide great customer service.

Typically, the crew here is among the tops anywhere. Sorry that you had such an atypical experience.

Usually my JAX experiences have been just fine; I flew out of there just ahead of one of the hurricanes this summer without a problem, although calling the airport to make sure they hadn't shut down (weather was already nasty in New Smynra) got first some guy that when I couldn't understand his accent and said, "Pardon?" he growled something about "stupid people" and hung up on me.

Overall, I've had less problems than most of the FL airports I travel to, but the GA quibbling over 10 minutes did strike me as odd and less-than-stellar service. In the end, everything worked out since I got to DCA about the same time my MARC train would have pulled into Union Station from BWI :)

After a lot of persuasion, I managed to convince a US agent to rebook me into DCA

Shouldn't have taken much persuasion. BWI/DCA are "co-terminals," and it is perfectly legal to fly to DCA instead of BWI on standby. Typically, standby on US = a confirmed seat with no charge, but sometime you do need to pay the $25.

Everytime I've flown standby on US, I have always gotten a seat at the ticket counter. My best experience was this: I was supposed to fly MIA-LGA. I showed up at FLL (co-terminal of MIA), and told the agent I wanted to fly to ISP (co-terminal of LGA). Confirmed on the spot, upgraded to first, no fee.

I love US Airways.