USAirways Customer Committment
Sep 15, 1999, 9:53 am
#1
Original Poster
Join Date: Aug 1999
Location: See pitflyer
Posts: 1,620
USAirways Customer Committment
USAirways has posted on its website it's take on the passenger rights bill. The government backed down when the airlines agreed to voluntary come up with a bill of rights for passengers. It's a step in the right direction but too vague and with little penalty for not meeting these rights IMHO.
I'm sure other airlines will have their own versions out shortly. USAirways is at:
http://www.usairways.com/travel/pass...mit/letter.htm
I'm sure other airlines will have their own versions out shortly. USAirways is at:
http://www.usairways.com/travel/pass...mit/letter.htm
Sep 15, 1999, 2:10 pm
#2
Join Date: Jan 1999
Location: northern NJ
Posts: 1,352
Press release:
US Airways Sets 12-Point Customer Commitment, Will Name Consumer Advisory Board
ARLINGTON, Va., Sept. 15 /PRNewswire/ -- US Airways outlined a 12-point Customer Commitment today and said a Consumer Advisory Board nominated by leaders from communities served by the airline will be named to provide ongoing advice and counsel on major consumer issues.
"Our goal is to ensure that we offer, and our customers receive, the service level that they are entitled to on a consistent basis - the highest level of service possible. They should receive the same high quality of service whether they fly US Airways, US Airways Shuttle, MetroJet or US Airways Express," said US Airways President and CEO Rakesh Gangwal.
"There is no relationship in business more important than that between a company and its customers. Through their letters, telephone calls and elected representatives, consumers have told us that we and other airlines could be doing a better job in the way we serve them," Gangwal said. "We have heard and we understand what they have said."
Included in US Airways' 12-point Commitment are provisions to:
* Offer customers the lowest fare for which they are eligible and to
assist them in finding those fares.
* Give timely information on flight delays or cancellations with
announcements every 15-20 minutes.
* Provide on-time baggage delivery.
* Support an increase in the lost-baggage liability limit.
* Permit customers to cancel a purchased ticket within 24 hours without
penalty.
* Make prompt refunds.
* Clearly disclose policies for passengers with special needs.
* Improve handling of long on-board delays.
* Supply basic information and policies about "oversold" flights.
* Furnish details about the frequent flyer program.
* Respond promptly to complaints or requests for information.
* Seek consistency of service by US Airways Express partners.
Gangwal said that some of the programs already are in effect and that all will be operational no later than Dec. 15. There will be comprehensive education and training programs for US Airways employees to ensure their full understanding of the effort.
US Airways soon will solicit nominees from leaders in cities and communities served by the airline for a Consumer Advisory Board that will provide advice on the airline's performance on its 12-point Customer Commitment and other consumer issues and suggest further actions as changing conditions warrant. The Board, which will represent a cross-section of the traveling public, will meet regularly with the airline's senior management.
US Airways also will perform regular internal audits of its performance on the 12 Commitments, the results of which will be made available to the Consumer Advisory Board and to the Department of Transportation's Inspector General.
"The true measure of our performance will come in the way in which we fulfill the commitments we are making today, and in the way we adapt these commitments to the needs of an ever-changing and dynamic society," Gangwal said.
Each of the 12 US Airways commitments is spelled out in easy-to-understand language and will be readily available to customers in pamphlets and airport displays, as well as on the US Airways web site, usairways.com. Each begins with a basic statement of the commitment, a brief contextual paragraph and then outlines the details of the commitment. Where lengthier policies and procedures are involved, they are appended.
For further information on US Airways' Customer Commitment and a copy of the complete plan, reporters can check US Airways' web site, usairways.com, or call US Airways Corporate Communications at (703) 872-5100.
US Airways Sets 12-Point Customer Commitment, Will Name Consumer Advisory Board
ARLINGTON, Va., Sept. 15 /PRNewswire/ -- US Airways outlined a 12-point Customer Commitment today and said a Consumer Advisory Board nominated by leaders from communities served by the airline will be named to provide ongoing advice and counsel on major consumer issues.
"Our goal is to ensure that we offer, and our customers receive, the service level that they are entitled to on a consistent basis - the highest level of service possible. They should receive the same high quality of service whether they fly US Airways, US Airways Shuttle, MetroJet or US Airways Express," said US Airways President and CEO Rakesh Gangwal.
"There is no relationship in business more important than that between a company and its customers. Through their letters, telephone calls and elected representatives, consumers have told us that we and other airlines could be doing a better job in the way we serve them," Gangwal said. "We have heard and we understand what they have said."
Included in US Airways' 12-point Commitment are provisions to:
* Offer customers the lowest fare for which they are eligible and to
assist them in finding those fares.
* Give timely information on flight delays or cancellations with
announcements every 15-20 minutes.
* Provide on-time baggage delivery.
* Support an increase in the lost-baggage liability limit.
* Permit customers to cancel a purchased ticket within 24 hours without
penalty.
* Make prompt refunds.
* Clearly disclose policies for passengers with special needs.
* Improve handling of long on-board delays.
* Supply basic information and policies about "oversold" flights.
* Furnish details about the frequent flyer program.
* Respond promptly to complaints or requests for information.
* Seek consistency of service by US Airways Express partners.
Gangwal said that some of the programs already are in effect and that all will be operational no later than Dec. 15. There will be comprehensive education and training programs for US Airways employees to ensure their full understanding of the effort.
US Airways soon will solicit nominees from leaders in cities and communities served by the airline for a Consumer Advisory Board that will provide advice on the airline's performance on its 12-point Customer Commitment and other consumer issues and suggest further actions as changing conditions warrant. The Board, which will represent a cross-section of the traveling public, will meet regularly with the airline's senior management.
US Airways also will perform regular internal audits of its performance on the 12 Commitments, the results of which will be made available to the Consumer Advisory Board and to the Department of Transportation's Inspector General.
"The true measure of our performance will come in the way in which we fulfill the commitments we are making today, and in the way we adapt these commitments to the needs of an ever-changing and dynamic society," Gangwal said.
Each of the 12 US Airways commitments is spelled out in easy-to-understand language and will be readily available to customers in pamphlets and airport displays, as well as on the US Airways web site, usairways.com. Each begins with a basic statement of the commitment, a brief contextual paragraph and then outlines the details of the commitment. Where lengthier policies and procedures are involved, they are appended.
For further information on US Airways' Customer Commitment and a copy of the complete plan, reporters can check US Airways' web site, usairways.com, or call US Airways Corporate Communications at (703) 872-5100.