Some weeks ago, I experienced the latest in a long series of frustrations at the A terminal at IAD. The UX ground staff (Air Wisconsin contractors) failed to bring stairs to our E170 in from DFW for close to an hour. I wrote off a rant via the CS link on .bomb, detailing:

• Freqent problems on arrival with equipment
• Chaotic boarding at A gates
• General lack of training and professionalism of contractor GAs at A gates
• Unhappiness at reduced IAD - DFW schedule
• Unhappiness with DFW RCC closure

Feeling just, well, over it, I didn't post yet another rant on FT, and simply resolved that future IAD-DFW travel would be on AA, voting with my feet and credit card, as it were.

Yesterday I got a call from "Mike", who said he manages the UX/Wisconsin Air operations at IAD and some other locations. He detailed the steps they were taking to improve operations at the A terminals:

• Visiting at least 1-2 times/week to observe operations
• Meetings with Wisconsin Air reps to ask their input on how to improve
• A 'tower' office with 360deg views of A terminal so they can see and manage ops better
• Better training for GAs
• Reworking the schedules to keep similar aircraft (e.g. Colgan Air Saabs) at the same gate(s) so the appropriate equipment would be available

He was emphatic that UA valued my business (as GS) and that they were really trying to improve the situation -- he had a whole list of recommendations and a project plan, etc. Then he gave me his office number and mobile number and told me to call him directly if I had any questions, or even at the exact point in time I witnessed any of the problems I had cited so he could try to provide immediate help.

I mentioned that I would likely still be using AA for IAD-DFW travel due to the RCC and schedule service reductions, but that I was taken aback by his enthusiasm and genuine concern. He really did seem to want to improve the A gate situation.

Not sure if this will really have an impact on the A gates (not flying for a couple of months as we await the arrival of little Miss CTW), but it was a welcome bit of personal service and responsiveness that I thought worth sharing.

-C