Forget GLASSWARE -- US/HP is going all plastic, folks
Feb 14, 2008, 7:40 pm
#1
Original Poster
Join Date: Oct 2001
Location: From: PWM
Programs: United GS, Fairmont Platinum,SPG LTPlat, Hilton Diamond, MarriottGold..like the rest of the world
Posts: 4,401
Forget GLASSWARE -- US/HP is going all plastic, folks
Just read this on usaviation. Memo out today from Sherri Shamblin.
Read on and shake your head. This on top of this morning's annoucement about the demise of the 500 mile min flight credits. Good grief. I'd say the Sandcastle has even less of a clue than I'd previously given them credit for. This is really becoming both sad and a joke.
Here's the memo:
To All Flight Attendants:
One of the hottest topics discussed since the merger was announced has been
the differences between the service offered onboard East metal aircraft and
the service offered on West metal aircraft. Our goal to ensure the best
possible onboard experience for all customers has always been at the
forefront...so much so that we asked them what's most important to them when
flying in each class of service we offer.
We were able to determine that they felt that the quality of both the food and
beverages we offer onboard were the most important. This was the reasoning
for addressing these items across the board first so that the most customers
would feel the biggest impact as quickly as possible. Along with the roll-out
in December of all new menus, we also re-introduced flatware and beginning in
June, hot towels will return to our domestic service.
One area where our First Class customers didn't feel we should focus too much
of our attention, was glassware. As long as the quality and quantity of the
beverages we offered were both high, then the use of glassware wasn't as
important. Today, we offer glassware on most meal flights to/from LAS and PHX
operated by West metal, but do not offer such on the same flights operated by
East metal. Conversely, the opposite holds true where our meal flights
to/from CLT and PHL operated by East metal do not offer glassware, yet the
West metal does. This has created a great deal of confusion among not only
our catering teams and crews, but amongst our customers as well. To eliminate
confusion and inconsistencies, beginning April 1, we will no longer offer
glassware in any First Class cabin and serve beverages in plastic cups. We
continue to look at upgrading the quality of the plastic used when serving
beverages in First Class.
With the continuing rise in fuel prices, we must always look to invest our
money in those products that really matter to our customers. To add glassware
to all First Class flights would have cost the company $15 million a year,
money that can be better spent to improve the food quality and amenities that
the customers say really matter to them.
Great progress continues to be made on a daily basis and I thank you for your
continued support and dedication to offering our customers the best service
day in and day out.
Sincerely,
Sherri Shamblin
Vice President, InFlight Services
Read on and shake your head. This on top of this morning's annoucement about the demise of the 500 mile min flight credits. Good grief. I'd say the Sandcastle has even less of a clue than I'd previously given them credit for. This is really becoming both sad and a joke.
Here's the memo:
To All Flight Attendants:
One of the hottest topics discussed since the merger was announced has been
the differences between the service offered onboard East metal aircraft and
the service offered on West metal aircraft. Our goal to ensure the best
possible onboard experience for all customers has always been at the
forefront...so much so that we asked them what's most important to them when
flying in each class of service we offer.
We were able to determine that they felt that the quality of both the food and
beverages we offer onboard were the most important. This was the reasoning
for addressing these items across the board first so that the most customers
would feel the biggest impact as quickly as possible. Along with the roll-out
in December of all new menus, we also re-introduced flatware and beginning in
June, hot towels will return to our domestic service.
One area where our First Class customers didn't feel we should focus too much
of our attention, was glassware. As long as the quality and quantity of the
beverages we offered were both high, then the use of glassware wasn't as
important. Today, we offer glassware on most meal flights to/from LAS and PHX
operated by West metal, but do not offer such on the same flights operated by
East metal. Conversely, the opposite holds true where our meal flights
to/from CLT and PHL operated by East metal do not offer glassware, yet the
West metal does. This has created a great deal of confusion among not only
our catering teams and crews, but amongst our customers as well. To eliminate
confusion and inconsistencies, beginning April 1, we will no longer offer
glassware in any First Class cabin and serve beverages in plastic cups. We
continue to look at upgrading the quality of the plastic used when serving
beverages in First Class.
With the continuing rise in fuel prices, we must always look to invest our
money in those products that really matter to our customers. To add glassware
to all First Class flights would have cost the company $15 million a year,
money that can be better spent to improve the food quality and amenities that
the customers say really matter to them.
Great progress continues to be made on a daily basis and I thank you for your
continued support and dedication to offering our customers the best service
day in and day out.
Sincerely,
Sherri Shamblin
Vice President, InFlight Services
Feb 14, 2008, 7:49 pm
#2
Join Date: Apr 2005
Location: Washington, DC (DCA)
Programs: UA, AA, AS, SPG.
Posts: 3,463
One area where our First Class customers didn't feel we should focus too much of our attention, was glassware. As long as the quality and quantity of the beverages we offered were both high, then the use of glassware wasn't as
important.
important.
Feb 14, 2008, 7:51 pm
#3
Original Poster
Join Date: Oct 2001
Location: From: PWM
Programs: United GS, Fairmont Platinum,SPG LTPlat, Hilton Diamond, MarriottGold..like the rest of the world
Posts: 4,401
Three of the new hires for express in PHL were interviewed for their input as was the gentleman shoveling snow off the sidewalk at the BTV airport entrance. I think this is a fair and reasonable sample population, don't you?
Feb 14, 2008, 7:52 pm
#4
Join Date: Jun 2003
Location: Athens, WV, USA; a US cockroach long before it was in FFOCUS; now a lowly US5 for only the 2nd time in 20 years.
Programs: US5
Posts: 3,050
I thought the pet rat in the PHL B/C club was asked, too. For a piece of cheese, he'll tell them anything they want to hear.
Feb 14, 2008, 7:53 pm
#5
Join Date: Dec 2005
Location: Pittsburgh
Posts: 965
Wine is just so classy in a plastic cup.....
Feb 14, 2008, 8:12 pm
#6
Join Date: May 2007
Location: PHL
Programs: US/*A, Marriott, ICH, Budget, Avis
Posts: 762
I bet this came from the FC survey they sent around last year...Tempe logic: see they don't actually care about glassware and closets!
Please rank the follow in order of importance:
a) On time departure
b) On time arrival
c) Baggage arrives with flight
d) Planes don't collide in flight
e) Planes don't collide on the ground
f) Place to hang coats
g) Glassware and Chine
Feb 14, 2008, 8:23 pm
#7
Join Date: Jun 2006
Location: A lovely little town filled with cows
Programs: US2, Hyatt Diamond, SPG Plat, Hilton Gold
Posts: 3,284
Dear US Airways:
I want to help you succeed. Since it's clear that you're concerned about the cost to clean glassware, I propose this: When you serve me a drink in a glass between now and April 1, 2008, I'll take the glass with me. I'll clean it in my dishwasher at home and bring it with me on my next flight. This way we both win - you don't have to pay to wash the glasses, and I will continue to be able to enjoy a beverage in an adult glass.
Think the F/As will know or care? Guess it's also time to raid the clubs...
I want to help you succeed. Since it's clear that you're concerned about the cost to clean glassware, I propose this: When you serve me a drink in a glass between now and April 1, 2008, I'll take the glass with me. I'll clean it in my dishwasher at home and bring it with me on my next flight. This way we both win - you don't have to pay to wash the glasses, and I will continue to be able to enjoy a beverage in an adult glass.
Think the F/As will know or care? Guess it's also time to raid the clubs...
Feb 14, 2008, 8:24 pm
#8
Join Date: Jan 2006
Location: San Francisco Bay Area
Programs: DL Silver, UA Silver, Marriott Lifetime Silver, IHG Plat, Hilton Silver
Posts: 5,695
Dear US Airways:
I want to help you succeed. Since it's clear that you're concerned about the cost to clean glassware, I propose this: When you serve me a drink in a glass between now and April 1, 2008, I'll take the glass with me. I'll clean it in my dishwasher at home and bring it with me on my next flight. This way we both win - you don't have to pay to wash the glasses, and I will continue to be able to enjoy a beverage in an adult glass.
Think the F/As will know or care? Guess it's also time to raid the clubs...
I want to help you succeed. Since it's clear that you're concerned about the cost to clean glassware, I propose this: When you serve me a drink in a glass between now and April 1, 2008, I'll take the glass with me. I'll clean it in my dishwasher at home and bring it with me on my next flight. This way we both win - you don't have to pay to wash the glasses, and I will continue to be able to enjoy a beverage in an adult glass.
Think the F/As will know or care? Guess it's also time to raid the clubs...
Feb 14, 2008, 8:57 pm
#9
Join Date: Dec 2003
Location: LAX...Ex MAD Ex SJC Ex ORD
Programs: US Chairmans, AA Lifetime Gold, SPG Platinum
Posts: 845
What a joke.
It is hard to imagine a F passenger who would NOT value real glassware.
It is hard to imagine a F passenger who would NOT value real glassware.
Feb 14, 2008, 9:08 pm
#10
Join Date: Jun 2003
Location: Athens, WV, USA; a US cockroach long before it was in FFOCUS; now a lowly US5 for only the 2nd time in 20 years.
Programs: US5
Posts: 3,050
How are you going to get your own B past TSA? I wonder if they'd question several minis in your quart bag. Then again, how many minis can you get in the quart bag... while keeping your shampoo and toothpaste and other liquid toiletries in there too?
Feb 14, 2008, 9:11 pm
#11
Join Date: Apr 2005
Location: Washington, DC (DCA)
Programs: UA, AA, AS, SPG.
Posts: 3,463
Feb 14, 2008, 9:18 pm
#12
Join Date: Sep 2007
Location: Palo Alto, CA
Programs: Air Canada Elite 35; United Gold (maybe Platinum?)
Posts: 1,073
I bet this came from the FC survey they sent around last year...Tempe logic: see they don't actually care about glassware and closets!
Please rank the follow in order of importance:
a) On time departure
b) On time arrival
c) Baggage arrives with flight
d) Planes don't collide in flight
e) Planes don't collide on the ground
f) Place to hang coats
g) Glassware and Chine
1. Quality of food or quality of presentation
2. Quality of food or quality of drinks
3. Quality of drinks or quality of presentation
etc...
If you do it for enough option pairs you will get to people's real feelings. the bottom line is that glassware on board probably didn't rank high compared to other options, but what they're missing is that first class isn't a set of choices or options it's an experience. This type of survey should be used to set priorities, not to remove pieces of the experience. They're really missing the boat on a lot lately....
Feb 14, 2008, 9:28 pm
#13
Join Date: Jan 2006
Location: San Francisco Bay Area
Programs: DL Silver, UA Silver, Marriott Lifetime Silver, IHG Plat, Hilton Silver
Posts: 5,695
Feb 14, 2008, 9:30 pm
#14
Join Date: Jan 2006
Location: San Francisco Bay Area
Programs: DL Silver, UA Silver, Marriott Lifetime Silver, IHG Plat, Hilton Silver
Posts: 5,695
In all seriousness, the way I understand it is that glassware was supposed to be a given without the survey. It was supposed to be just a matter of time (that grew longer and longer) before glassware was back. So the survey should not have had any bearing on whether or not to have it, because it was already supposed to be there. Does that make sense?
Feb 14, 2008, 10:11 pm
#15
Join Date: Sep 2007
Location: Palo Alto, CA
Programs: Air Canada Elite 35; United Gold (maybe Platinum?)
Posts: 1,073
In all seriousness, the way I understand it is that glassware was supposed to be a given without the survey. It was supposed to be just a matter of time (that grew longer and longer) before glassware was back. So the survey should not have had any bearing on whether or not to have it, because it was already supposed to be there. Does that make sense?
As I mentioned, the survey SHOULD have been used to prioritize the enhancements, not to kill them.
I've been one of the biggest defenders US has on this board - but they're working hard to seal my defection to the dark side.
As they say - Penny wise and pound foolish. right now US is watching their pennies while the dollar bills passengers pay for their flight and fly out the window to other carriers....