Merger Update for Preferred Members
Sep 19, 2005, 11:30 pm
#1
Original Poster
Join Date: Apr 2003
Location: Atlanta
Programs: AA Lifetime Gold, Marriott Silver, Starwood Platinum
Posts: 3,656
Merger Update for Preferred Members
I haven't seen this posted yet but if it has I apoligize. Just recieved this e-mail:
After months of planning, the merger of US Airways and America West is almost upon us, and if all goes as planned our companies will formally merge within the next two weeks. We couldn’t be more excited about this important milestone in aviation history and I want to take a moment to communicate a couple of things for you to know as we prepare for day one of the merged airlines.
First, I want to pass along the sincere gratitude of our 28,000 employees at US Airways and US Airways Express. You meet some of these fantastic people every time you fly with us, and I am honored to be a colleague of some of the finest aviation professionals in the business. All of us recognize that you are part of a distinctive group of travelers that make up the heart and soul of US Airways. Quite simply, Preferred members fly more frequently and generate a significant portion of our revenue. We value the business you bring us, and we thank you for putting your trust in us to help you succeed in your own business. Thank you for working with us for so many years.
The second reason I’m writing to you is to ask for your continued support as we implement the merger. You’ve undoubtedly heard the line in our recent communications that “merging two airlines is a complex task.” Well, it’s true. Our number one marketing priority has been to create a seamless transition for our Preferred members, from day one. To meet this goal, we’ve had literally hundreds of people from numerous companies working tirelessly since June on integrating our systems. We’re confident that we will be successful, and that you will be able to complete almost all required transactions on day one as easily as you do today.
However, as with any integration that involves complex information technology work and systems integration, we ask that you “pardon our dust” if, in fact, you do encounter a slightly more rudimentary process than you might be used to. We would rather be upfront with you about what we can deliver on day one, and while it is our goal to provide “one face” to the customer immediately, we know there will be bumps along the road (or perhaps “minor turbulence along the flight path”). More important than everything working perfectly on day one will be our attitude and response to any mishaps, and you have my personal commitment that we are ready to respond to any issues quickly and handle them appropriately so you can be on your way.
To that end we are taking the following steps to ensure our cutover goes smoothly on day one of the merger:
Our Chairman’s Preferred Liaisons and other Preferred Desk staff are trained and ready to assist you when you call, starting on day one;
For the first few months, we will still have two web sites, usairways.com and americawest.com. Eventually, we will have a single web site, but in the short term, continue to use usairways.com as you have always done. If you want to seek out new flight options not available at usairways.com, then move to americawest.com.
Once we announce complete details on the new benefits and services of the merger as early as next week, we will begin to respond to your e-mails.
We’ve built manual back-up plans for things like upgrades, in case our systems are unable to automatically process certain transactions.
From you, we ask for three things:
First, please read and save the e-mails we’ll send you over the next several weeks. They will have important information to help make your travel and planning work smoothly and will answer almost any question you have about the new airline.
Second, look for a specific and very detailed communication regarding our combined company’s frequent flyer program, including information for Preferred members.
Finally, continue to fly with us and look forward to a significantly expanded route network system and the same extraordinary benefits you’ve always enjoyed with US Airways.
Thank you again for flying with us so regularly, for being our best customers, and for your patience as we create the only airline you’ll ever need for business and leisure travel worldwide.
After months of planning, the merger of US Airways and America West is almost upon us, and if all goes as planned our companies will formally merge within the next two weeks. We couldn’t be more excited about this important milestone in aviation history and I want to take a moment to communicate a couple of things for you to know as we prepare for day one of the merged airlines.
First, I want to pass along the sincere gratitude of our 28,000 employees at US Airways and US Airways Express. You meet some of these fantastic people every time you fly with us, and I am honored to be a colleague of some of the finest aviation professionals in the business. All of us recognize that you are part of a distinctive group of travelers that make up the heart and soul of US Airways. Quite simply, Preferred members fly more frequently and generate a significant portion of our revenue. We value the business you bring us, and we thank you for putting your trust in us to help you succeed in your own business. Thank you for working with us for so many years.
The second reason I’m writing to you is to ask for your continued support as we implement the merger. You’ve undoubtedly heard the line in our recent communications that “merging two airlines is a complex task.” Well, it’s true. Our number one marketing priority has been to create a seamless transition for our Preferred members, from day one. To meet this goal, we’ve had literally hundreds of people from numerous companies working tirelessly since June on integrating our systems. We’re confident that we will be successful, and that you will be able to complete almost all required transactions on day one as easily as you do today.
However, as with any integration that involves complex information technology work and systems integration, we ask that you “pardon our dust” if, in fact, you do encounter a slightly more rudimentary process than you might be used to. We would rather be upfront with you about what we can deliver on day one, and while it is our goal to provide “one face” to the customer immediately, we know there will be bumps along the road (or perhaps “minor turbulence along the flight path”). More important than everything working perfectly on day one will be our attitude and response to any mishaps, and you have my personal commitment that we are ready to respond to any issues quickly and handle them appropriately so you can be on your way.
To that end we are taking the following steps to ensure our cutover goes smoothly on day one of the merger:
Our Chairman’s Preferred Liaisons and other Preferred Desk staff are trained and ready to assist you when you call, starting on day one;
For the first few months, we will still have two web sites, usairways.com and americawest.com. Eventually, we will have a single web site, but in the short term, continue to use usairways.com as you have always done. If you want to seek out new flight options not available at usairways.com, then move to americawest.com.
Once we announce complete details on the new benefits and services of the merger as early as next week, we will begin to respond to your e-mails.
We’ve built manual back-up plans for things like upgrades, in case our systems are unable to automatically process certain transactions.
From you, we ask for three things:
First, please read and save the e-mails we’ll send you over the next several weeks. They will have important information to help make your travel and planning work smoothly and will answer almost any question you have about the new airline.
Second, look for a specific and very detailed communication regarding our combined company’s frequent flyer program, including information for Preferred members.
Finally, continue to fly with us and look forward to a significantly expanded route network system and the same extraordinary benefits you’ve always enjoyed with US Airways.
Thank you again for flying with us so regularly, for being our best customers, and for your patience as we create the only airline you’ll ever need for business and leisure travel worldwide.
Last edited by safetymom; Sep 20, 2005 at 6:08 am
Sep 20, 2005, 7:06 am
#3
Join Date: Feb 2004
Location: here and there
Programs: UA Silver, HH Gold, SPG Gold, Avis CHM
Posts: 1,505
I recieved both the HP and US merger update emails overnight...quite impressed that US was only about 30 minutes behind HP on this one instead of 3 days. Do you think they hired another programmer? 
Sep 20, 2005, 7:11 am
#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
Originally Posted by shell nyc
I recieved both the HP and US merger update emails overnight...quite impressed that US was only about 30 minutes behind HP on this one instead of 3 days. Do you think they hired another programmer?
Sep 20, 2005, 7:39 am
#5
Join Date: Jul 2005
Location: LHR - PHL - LHR - PHL - MAN - PHL - LHR....
Programs: US CP
Posts: 1,180
Maybe I'm a sucker....
...but I found this email refreshing. It was nice to be thanked for loyalty, and it was a nice change to have it said openly that there will be bumps and facing reality instead of promising the moon and falling short. Also including a line of communication. Nice start!
Sep 20, 2005, 9:40 am
#7
Join Date: Feb 2003
Location: HKY
Programs: DL-DM MM & RW, UAL- PS, Marriott Lifetime PLT, SPG-PLT, Hilton-Gold
Posts: 4,468
Originally Posted by jcooke
Yeah, I was impressed with this email. It didnt say too much other than "please be patient as we grow and go through some growing pains".
Its small, but counts towards positive PR. ^
-JC
Its small, but counts towards positive PR. ^
-JC
Sep 20, 2005, 1:59 pm
#9
Join Date: Jul 2005
Location: Maryland
Programs: HH Diamond, Bonvoy Gold, AA Plat
Posts: 210
Originally Posted by jcooke
Yeah, I was impressed with this email. It didnt say too much other than "please be patient as we grow and go through some growing pains".
Its small, but counts towards positive PR. ^
-JC
Its small, but counts towards positive PR. ^
-JC
Sep 20, 2005, 2:01 pm
#10
Join Date: Apr 2004
Programs: AA EXP, HH Gold,MR Gold, Avis CHM
Posts: 2,300
Originally Posted by photog72
Why the hell am I not receiving these e-mails? Are silvers not good enough? 
Don't feel bad. I'm CP and the only communication I receive from US is my DM statement every month. No e-savers, no communications... nothing. At this point I figure I will just wait until the merger is complete and then if I don't receive info from the new US I will call.
Sep 20, 2005, 2:18 pm
#11
Join Date: Nov 2003
Location: MKE
Programs: AA Exec Platinum, SPG Platinum / Ambassador / Lifetime Gold, Avis FIRST
Posts: 3,293
Originally Posted by photog72
Why the hell am I not receiving these e-mails? Are silvers not good enough?
Perhaps this is a growing pain ....
Sep 20, 2005, 4:34 pm
#12
Join Date: Aug 2005
Posts: 2,451
Important!
Before you start whining and complaining that you didnt get your email log into you DM account and make sure that yes is checked by all 4 email options! I personally know at least 10 folks who forgot to do that.
:-: :-: :-: :-: :-: for all you forgot to make your changes, shows how careful you are!
:-: :-: :-: :-: :-: for all you forgot to make your changes, shows how careful you are!
Sep 20, 2005, 7:20 pm
#15
Join Date: Jul 2005
Location: LHR - PHL - LHR - PHL - MAN - PHL - LHR....
Programs: US CP
Posts: 1,180
Originally Posted by photog72
All four have been checked and re-checked when I changed e-mail addresses recently.
Originally Posted by dukeman
I only have 3 checked.... I don't care about the Golf Program.
Could be a standard-ish glitch. Have you tried unchecking, saving, rechecking and save again? I'm another lowly Silver that did receive this email. HTH