US's executive office called me tonight
Apr 13, 2007, 8:50 am
#16
Join Date: Jul 2003
Posts: 4,531
Perhaps if they allocated more staff to loading airline partners and city pairs into QIK SHARES instead of lurking around here trying to find out identities of posters, we might have less to complain about.
I'm absolutely disgusted.
I'm absolutely disgusted.
Apr 13, 2007, 8:51 am
#17
Join Date: Sep 2005
Programs: AA EXP, AAirpass, & CK 2MM, MR Plat Premier, DL Plat, US Plat, UA RECOVERING GS
Posts: 2,620
#1 There is no way that US Airways could have legitimately determined legal names and correlated them with US Airways DM accounts. FACT. As a sign of my confidence in this statement, I will offer 100,000 DM miles (and I'll pay the transfer fee) to anyone who can determine my real name.
Apr 13, 2007, 9:10 am
#19
Join Date: Mar 2005
Location: Southern California
Programs: US Airways,Hilton HHonors, Marriott, National
Posts: 1,341
And if people use the same user name on here and US, another simple way to find out who you are.... it is not a big deal...
I am just glad that US reached out at all..
Apr 13, 2007, 9:22 am
#20
Join Date: Dec 2006
Location: SEA
Programs: VS AU, AS 75K, Hilton Lifetime Diamond
Posts: 223
I am not that concerned if they tracked several posters down. I'd like to think that Tempe investigates some of the more egregious situations that end up on posts. In an ideal world I would think they would value passengers that are loyal enough to do something- anything- rather than just call UA.
What does concern me is if Tempe did not track posters down and claimed they did- how does that bode for future treatment of passengers/elites?
In short, if they are that full of crap should we even wait for the results of Art's latest meeting?
Tommyleo- if you are willing I would love to have you request a written response from your new buddy in Tempe about flyertalk's concerns about his claims- and, of course, post it here.
What does concern me is if Tempe did not track posters down and claimed they did- how does that bode for future treatment of passengers/elites?
In short, if they are that full of crap should we even wait for the results of Art's latest meeting?
Tommyleo- if you are willing I would love to have you request a written response from your new buddy in Tempe about flyertalk's concerns about his claims- and, of course, post it here.
Apr 13, 2007, 10:13 am
#21
Suspended
Join Date: Jan 2004
Posts: 851
This is exactly right. And it is true at lots of companies, basically anyone who answers any phone or makes any phone call has NO idea of anything -- but some of them will blab on endlessly about policy X or why policy X came into being. These call centers are the epitome of the "telephone game" you play as a kid. And some of the reps will say anything -- it's in their nature to act like they have the answer to everything.
Apr 13, 2007, 10:22 am
#22
Moderator: American AAdvantage & Marriott Bonvoy
Join Date: Oct 2002
Location: PHX
Programs: American ExPlat; Marriott/SPG Lifetime Plat; Hyatt Globalist
Posts: 8,116
I find the suggestion that they're spending time figuring out who we all are to be laughable. In my case, and I suspect it is the same for the majority here, if they would just ask, or answer the phone, or read what they're already being sent directly, they would hear for themselves, first-hand, everything they're allegedly reading here.
I have nothing to hide from them. If they sent me a PM right now, I'd make the 10 minute drive down to their HQ and explain or justify anything I've ever posted. And if they wanted to hear it, I'd lay out for them point-by-point how they're royally screwing up their relationship with their most frequent customers.
The fact is, they're so consumed by wildfires, largely of their own making (see Q1 earnings warning), that they don't have time to focus on our issues, problems and concerns -- assuming they truly have the desire.
Apr 13, 2007, 10:34 am
#23
Join Date: Nov 2003
Location: MKE
Programs: AA Exec Platinum, SPG Platinum / Ambassador / Lifetime Gold, Avis FIRST
Posts: 3,293
So - you're saying they don't have sufficient IT/Support Staff to:
1. Have a functional, speedy web site with all cities
2. Support reservations and ticketing
3. Allow award reservations on partners (even *A)
4. Confirm ticketing on partner *A reservations
5. Process upgrades according to published operating procedure
But they do have people and IT complexity to allow for trolling FT to cross-reference a user's posting history and correlate his/her status, routes, seating, credit cards mentioned, and flight activity to their DM member database to find matches?
I know certain members of this board are certain that US follows their every move - but come ON.
US FT FRIENDS: The guy had no idea what he was talking about. Don't lose any sleep.
1. Have a functional, speedy web site with all cities
2. Support reservations and ticketing
3. Allow award reservations on partners (even *A)
4. Confirm ticketing on partner *A reservations
5. Process upgrades according to published operating procedure
But they do have people and IT complexity to allow for trolling FT to cross-reference a user's posting history and correlate his/her status, routes, seating, credit cards mentioned, and flight activity to their DM member database to find matches?
I know certain members of this board are certain that US follows their every move - but come ON.
US FT FRIENDS: The guy had no idea what he was talking about. Don't lose any sleep.
Apr 13, 2007, 10:51 am
#24
Join Date: Mar 2006
Posts: 591
So tonight I get a call from a very nice guy at the Exec Offices in Phoenix. He said that US had seen my faxes and noticed that I hadn't flown yet in 2007 -- so he wanted to discuss my concerns.
To make a long story short, I told him about many different concerns -- all of which have been dicussed here.
Here's where it got weird. About the mistaken-Golds, he was told to relay this to me: the execs at US had no idea of the situation, but because I had included the link to the mistaken-Golds FT thread in my fax, the execs at US read it. It was discovered that those on FT who thought that they should not have been made Gold had actually qualified through promotions of which they weren't even aware.
To make a long story short, I told him about many different concerns -- all of which have been dicussed here.
Here's where it got weird. About the mistaken-Golds, he was told to relay this to me: the execs at US had no idea of the situation, but because I had included the link to the mistaken-Golds FT thread in my fax, the execs at US read it. It was discovered that those on FT who thought that they should not have been made Gold had actually qualified through promotions of which they weren't even aware.
There are at least 2 statements that can't be right: (1) "US had no idea of the situation" and (2) US discovered the identities of every FTer who posted about getting mistaken status.
The "we had no idea" excuse has been used by US repeatedly for many of its mistakes. It usually comes months after a problem has been identified to them. It is not believable.
As others have posted, US' IT capability (or, rather, lack thereof) makes their identity tracking claim laughable.
Apr 13, 2007, 11:02 am
#25
Join Date: Nov 2003
Location: MKE
Programs: AA Exec Platinum, SPG Platinum / Ambassador / Lifetime Gold, Avis FIRST
Posts: 3,293
Now they've contradicted themselves....
My long awaited response to an e-mail and FAX regarding the "Gold to Everyone" situation:
So - somebody there knew.
Again (everyone listen). This guy had no idea what he was talking about, and would say anything to get TommyLeo to get his butt on a US plane again.
Mr. Jumpgate,
Thank you for contacting US Airways. I apologize that we were not able
to respond to your email in a more timely manner. You are correct that
there was a small group of members who registered for a promotion to
achieve Gold or Silver status that were awarded Preferred status without
meeting the full qualifications. It is important to note that it was by
no means a large number, although by judging the chat logs, it seems
like more. Rather than take away the status of this small group, we
opted to have them remain at the upgraded level. Please note that these
are not non-travelers, but an audience that flew frequently on US
Airways, albeit not at the same pace as a Chairman's Preferred member.
Taking away the status after awarding the higher level also could have a
strong customer service impact on our members and we opted to allow this
group remain at the level that they were awarded. With the small number
of upgraded members, it is unlikely that you will experience any
lessening of upgrade options on your future travel. Please advise if
you see a significant change.
We hope you can understand our position in this matter and appreciate
our efforts to provide quality service to our customers. We value your
business and look forward to your continued patronage of US Airways.
T. M.
Dividend Miles
Thank you for contacting US Airways. I apologize that we were not able
to respond to your email in a more timely manner. You are correct that
there was a small group of members who registered for a promotion to
achieve Gold or Silver status that were awarded Preferred status without
meeting the full qualifications. It is important to note that it was by
no means a large number, although by judging the chat logs, it seems
like more. Rather than take away the status of this small group, we
opted to have them remain at the upgraded level. Please note that these
are not non-travelers, but an audience that flew frequently on US
Airways, albeit not at the same pace as a Chairman's Preferred member.
Taking away the status after awarding the higher level also could have a
strong customer service impact on our members and we opted to allow this
group remain at the level that they were awarded. With the small number
of upgraded members, it is unlikely that you will experience any
lessening of upgrade options on your future travel. Please advise if
you see a significant change.
We hope you can understand our position in this matter and appreciate
our efforts to provide quality service to our customers. We value your
business and look forward to your continued patronage of US Airways.
T. M.
Dividend Miles
Again (everyone listen). This guy had no idea what he was talking about, and would say anything to get TommyLeo to get his butt on a US plane again.
Apr 13, 2007, 11:18 am
#26
Join Date: Sep 2004
Programs: US Silver
Posts: 631
Apparently, you only get a coherant response if you're a CP. I gave up after 4 rounds of emails with them, as I suspect most people do.
Apr 13, 2007, 12:35 pm
#27
Join Date: Dec 2002
Location: PHX
Programs: AA EXP
Posts: 1,377
jumpgate,
Thanks for posting the e-mail, it sure makes it alot easier to understand exactly what was or was not said. ^
Thanks for posting the e-mail, it sure makes it alot easier to understand exactly what was or was not said. ^
Apr 13, 2007, 12:45 pm
#28
Join Date: May 2006
Posts: 7,541
*looks at Kinglobjaw*
Hmm I smell something funny up there in Chicago instead of Tempe for some reason...
That is incredible
even laughable...oh well...back to work and earning $ to whittle away on US
As for the two posters...this college boy needs 200K miles on AA and US...is there a timetable or anything
Hmm I smell something funny up there in Chicago instead of Tempe for some reason...
That is incredible
even laughable...oh well...back to work and earning $ to whittle away on US As for the two posters...this college boy needs 200K miles on AA and US...is there a timetable or anything
Apr 13, 2007, 2:28 pm
#29
Join Date: Mar 2003
Location: Los Angeles, CA
Programs: UA 1K 1MMer & LT UC (when flying UA); Hyatt Credit Cardist; HHonors Diamond; Marriott Gold via UA 1K
Posts: 6,956
"Taking away the status after awarding the higher level also could have a
strong customer service impact on our members and we opted to allow this
group remain at the level that they were awarded."
But taking away 50% bonus miles for people who earned Gold the old-fashioned way (not to mention 25% bonus miles for the true Silvers), and taking away 2" of pitch in both the F/Y Cabins for all customers, and taking away closets and overhead space has a "less strong" positive customer service impact??? Give me a break! If the Sandcastle cared at all about the customer service impact on their members they would not have taken away so many benefits.
strong customer service impact on our members and we opted to allow this
group remain at the level that they were awarded."
But taking away 50% bonus miles for people who earned Gold the old-fashioned way (not to mention 25% bonus miles for the true Silvers), and taking away 2" of pitch in both the F/Y Cabins for all customers, and taking away closets and overhead space has a "less strong" positive customer service impact??? Give me a break! If the Sandcastle cared at all about the customer service impact on their members they would not have taken away so many benefits.
Apr 14, 2007, 10:56 am
#30
Original Poster
Join Date: Sep 2006
Location: PHL
Programs: Former long-time US GP; now AA dirt
Posts: 4,904
I agree. When the guy from US told me that the execs somehow were able to track people down on here, I took him to task on it. The only possibility is that a lot of people here use their FT screenname as their log-in on USAir.com.
He also said that maybe I should be skeptical about those who claimed they got unearned Gold status -- especially when those who claim so post anonymously. I told him that while it is true that I don't always believe anonymous claims on the web, I am 100% confident that the FT'ers who posted here about their status were being truthful. When he asked me how I could be so sure, I explained that at least 20 different people said so. And that while each person who said so posted anonymously, each poster had posted here before many times. If those claiming unearned Gold status were all NEW posters, then I'd be very skeptical. But that's not the case at all. Therefore, it would be one heck of a conspiracy if all those on FT who have claimed unearned Gold status had made it up. Besides, what would be the motivation to do so?!