US Airways Dividend Miles (Pre-FlightFund Merger) - Consumer Affairs

Does anyone have any insights about how much sway Consumer Affairs has at US Airways? Mainly, does the department just have the ability to hand out vouchers and write apology letters to angry passengers, or can Consumer Affairs actually take action to reprimand bad employees or really fix situations?

A co-worker of mine had problems with one employee at a moving company when he was relocated by my employer, and so on his customer satisfaction survey after the move he mentioned that the one employee had been unprofessional yet everyone else was fine. My employer's relocation department head went to meet with the moving company and complained about the one employee, who was reprimanded. Can a complaint to Consumer Affairs result in such actions?

Thanks.

Does anyone have any insights about how much sway Consumer Affairs has at US Airways? Mainly, does the department just have the ability to hand out vouchers and write apology letters to angry passengers, or can Consumer Affairs actually take action to reprimand bad employees or really fix situations?

A co-worker of mine had problems with one employee at a moving company when he was relocated by my employer, and so on his customer satisfaction survey after the move he mentioned that the one employee had been unprofessional yet everyone else was fine. My employer's relocation department head went to meet with the moving company and complained about the one employee, who was reprimanded. Can a complaint to Consumer Affairs result in such actions?

Thanks.

I can only speak for the f/a's (Inflight Services) department, not sure if every other department is handled the same way. When Consumer Affairs gets a complaint about a specific flight or f/a, then the complaint is forwarded to the applicable f/a supervisor. The supervisor will leave a copy of the complaint in the f/a's mailbox and the f/a is required to respond to it within a certain period of time. I'm not sure what the time period is for a response, probably a few days...it's been several years since I got one and can't remember the specifics. ;)
Consumer Affairs can not take specific action on a f/a, we have absolutely no contact with them at all.
I'm almost positive the pilots handle it the same way, but as far as customer service, baggage handlers, etc. I honestly don't know.
Hope that helps.

As a former representative in consumer affairs at US Airways, I think I can answer your question. Each contact with c/a regarding a specific service issue is reported directly to the senior management of the department involved. How that particular department handles the issue is internal. Consumer Affairs responds to issues on behalf of the company. If your complaint or compliment is regarding a specific employee, we are (were) never told what the results of the report had. In other words, they do not call you back and say, "so-and-so was fired as a result of their actions." I know of no occasion where I heard back what happened to an employee regarding any communication that I shared with a department head. If you want to discuss specifics, feel free to e-mail me through flyertalk. Please understand that I no longer work for the airline and any feedback I give would be opinions and conjecture only. However, if you have an issue, I strongly recommend contacting consumer affairs. They can't address a specific problem if they don't know about it.