DC-USCP-UAPE
May 31, 05, 8:28 pm
I recently was asked to attend a focus group for US (unfortunately, I was on travel - so who are they really going to get?). I also received the following solicitation, which I filled out.
I do appreciate that US is really trying to figure out what to fix - however, as I went through the questionnaire, it became clear to me that I've left US to go to UA. I started to think about why. Mainly it came down to the lack of a quality product. I have a lower upgrade chance on UA, but E+ is almost better than US F. UA F domestic is almost better than Envoy. There is something clearly wrong here. The question I have for FT readers is when did US "jump the shark"?
My vote would be when they pulled the 24 F seats in the757's and replaced them with 8 F seats - that pretty much told everyone that they had no plans to sell them and certainly weren't going to give them away...
Thoughts?
DC-USCP-UAPE
PS Now's the time to let combined management know what you want - maybe we can get it fixed...
Dear Mr. DC-USCP-UAPE,
You are one of our most important customers, and we know it is critical to keep you informed and gather your feedback. We want to serve you better by understanding your travel needs and know how you rate our performance. We cannot be successful without you.
We are prioritizing improvements by listening more carefully to our most valued customers like yourself. That is why we have created a short online questionnaire at www.DMFocusOnYou.com for you to offer your opinions about our products and services and to enable us to know you better.
In the days ahead, we will strive to communicate more relevant and timely information centered around what you find to be most important. With many of our most challenging hurdles now behind us, we continue to look for new ways to meet your needs and make your flying experience more enjoyable. Here are a few examples of our recent improvements, including:
Introduction of lower fares to hundreds of destinations
Through our “All Together. On Time.” employee initiative, we have increased on-time performance and reliability, with May’s month-to-date statistics being our best results since late 2003
Hiring 500 new airport personnel at Philadelphia, plus additional staff at other key airports
New features at usairways.com, where you can pay less to purchase tickets than at other online sites and get more, such as no ticketing fees, bonus miles toward Preferred status each time you purchase, access to online upgrades, and fast, easy management of your Dividend Miles account
Addition of larger Embraer 170 jets to our fleet offering larger overhead bins, reclining leather seats, moveable headrests, ample standup room and no middle seats
New destinations such as Guatemala City, Guatemala; Kingston, Jamaica; Barcelona, Spain and Venice, Italy
Expanded Priority Lanes at security checkpoints at 16 major airports for First Class and Envoy Class customers and Preferred members, with plans to add more soon
This is just the beginning. In coming months, you’ll notice major improvements throughout your travel experience on US Airways. Together, our employees and managers are working to earn your business, every day, on every flight you take with us.
Thank you again for being one our top customers and helping us to serve you better.
Sincerely,
John M. Reistrup
Director, Dividend Miles
P.S. Remember, go to www.DMFocusOnYou.com and take a few minutes to tell us more about what you value and need. Please note that participation is by invitation only.
I do appreciate that US is really trying to figure out what to fix - however, as I went through the questionnaire, it became clear to me that I've left US to go to UA. I started to think about why. Mainly it came down to the lack of a quality product. I have a lower upgrade chance on UA, but E+ is almost better than US F. UA F domestic is almost better than Envoy. There is something clearly wrong here. The question I have for FT readers is when did US "jump the shark"?
My vote would be when they pulled the 24 F seats in the757's and replaced them with 8 F seats - that pretty much told everyone that they had no plans to sell them and certainly weren't going to give them away...
Thoughts?
DC-USCP-UAPE
PS Now's the time to let combined management know what you want - maybe we can get it fixed...
Dear Mr. DC-USCP-UAPE,
You are one of our most important customers, and we know it is critical to keep you informed and gather your feedback. We want to serve you better by understanding your travel needs and know how you rate our performance. We cannot be successful without you.
We are prioritizing improvements by listening more carefully to our most valued customers like yourself. That is why we have created a short online questionnaire at www.DMFocusOnYou.com for you to offer your opinions about our products and services and to enable us to know you better.
In the days ahead, we will strive to communicate more relevant and timely information centered around what you find to be most important. With many of our most challenging hurdles now behind us, we continue to look for new ways to meet your needs and make your flying experience more enjoyable. Here are a few examples of our recent improvements, including:
Introduction of lower fares to hundreds of destinations
Through our “All Together. On Time.” employee initiative, we have increased on-time performance and reliability, with May’s month-to-date statistics being our best results since late 2003
Hiring 500 new airport personnel at Philadelphia, plus additional staff at other key airports
New features at usairways.com, where you can pay less to purchase tickets than at other online sites and get more, such as no ticketing fees, bonus miles toward Preferred status each time you purchase, access to online upgrades, and fast, easy management of your Dividend Miles account
Addition of larger Embraer 170 jets to our fleet offering larger overhead bins, reclining leather seats, moveable headrests, ample standup room and no middle seats
New destinations such as Guatemala City, Guatemala; Kingston, Jamaica; Barcelona, Spain and Venice, Italy
Expanded Priority Lanes at security checkpoints at 16 major airports for First Class and Envoy Class customers and Preferred members, with plans to add more soon
This is just the beginning. In coming months, you’ll notice major improvements throughout your travel experience on US Airways. Together, our employees and managers are working to earn your business, every day, on every flight you take with us.
Thank you again for being one our top customers and helping us to serve you better.
Sincerely,
John M. Reistrup
Director, Dividend Miles
P.S. Remember, go to www.DMFocusOnYou.com and take a few minutes to tell us more about what you value and need. Please note that participation is by invitation only.