US Airways Exec: ‘We’re Not Easy to do Business With’
Jan 25, 2009, 8:12 pm
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US Airways Exec: ‘We’re Not Easy to do Business With’
http://blogs.wsj.com/middleseat/2009...business-with/
I didn't see anyone post this article from the Wall Street Journal last week. Interesting sentiment.
I didn't see anyone post this article from the Wall Street Journal last week. Interesting sentiment.
Jan 25, 2009, 8:33 pm
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Jan 26, 2009, 9:29 am
#4
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Most of us are elites and we have to explain the rules to the employees!
Maybe the rules are too complicated and intended to screw the customer!
I know many employees here who refuse to fly US and tell the admins that.
Maybe the rules are too complicated and intended to screw the customer!
I know many employees here who refuse to fly US and tell the admins that.
Jan 26, 2009, 10:07 am
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Jan 26, 2009, 10:31 am
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They are the ones who have the power to change this!
Jan 26, 2009, 12:30 pm
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Jan 26, 2009, 2:37 pm
#9
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Originally Posted by Kerry Hester, US Airways’ vice president for reservations and customer service planning
Many of our policies and procedures, designed to fit the systems available to us or to protect our company’s revenue, can be confusing or perceived as inconvenient to our customers.
Jan 26, 2009, 3:28 pm
#10
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Originally Posted by Kerry Hester, US Airways’ vice president for reservations and customer service planning:
Many of our policies and procedures, designed to fit the systems available to us or to protect our company’s revenue, can be confusing or perceived as inconvenient to our customers.
Many of our policies and procedures, designed to fit the systems available to us or to protect our company’s revenue, can be confusing or perceived as inconvenient to our customers.
And we know that US' policies are so clearly and succinctly presented on the website and in other documentation that it must be all our fault for not understanding. In other words, "Blame it on US." (Pun intended!)
Jan 26, 2009, 4:48 pm
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Jan 26, 2009, 8:21 pm
#12
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I recently read some of the back issues of "About US" on the ffocus board (ok, I was bored). When they were responding to employees reports of customer complaints, all they kept saying is how charging for everything helped the bottom line. But your customers are ticked off! I pay hundreds of dollars for a cross country flight and you are charging me for water? They just don't get it.
Jan 27, 2009, 8:48 am
#13
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Now there was exactly one executive who was lured away from HP to US and post merger stayed with US. I'm not telling, you have to find out for your onliest self.
He's a nice guy, however I did hear him make the above observation with my own ears.
There is much to comment on regarding the quote from Ms Hester. I'll put it in the most favorable light possible.
Dear Ms Hester,
Thank you for recognizing and admitting what we have been telling you for the last three plus ears. Thanks for listening.
Regards,
Piney Bob
Jan 27, 2009, 9:52 am
#14
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A small observation on the web-site, and how its difficult to do biz
It's illustrative to find things that US is unique (in my experience) for doing or not doing.
Simple example; try and find all itineraries on USAir.com by US FF number. FL, B6, and all other majors that I fly have no problem doing this at their sites, even if the ticket was purchased on Orbitz, Priceline, wherever. US can't even use FF number to retrieve itins booked direct from the US web-site.
A higher level cynic might conclude US keeps them from the disorganized who may lose their confirmation numbers in the hope of US getting a double booking, and receiving the resulting change fees.
I'm a realist who concludes its explainable as incompetence mixed with don't care.
Simple example; try and find all itineraries on USAir.com by US FF number. FL, B6, and all other majors that I fly have no problem doing this at their sites, even if the ticket was purchased on Orbitz, Priceline, wherever. US can't even use FF number to retrieve itins booked direct from the US web-site.
A higher level cynic might conclude US keeps them from the disorganized who may lose their confirmation numbers in the hope of US getting a double booking, and receiving the resulting change fees.
I'm a realist who concludes its explainable as incompetence mixed with don't care.
Jan 27, 2009, 10:42 am
#15
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Location: The views I express here are not necessarily supported by any airline or codeshare partners, nor do I represent their views and/or opinions. They are my own OPINIONS dont like them dont read them.....
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Good to see you here! Been a while since I had you on flight. I just don't think this group will ever get it. Tempe can't be loyal to their FF's and employees. How can they expect those groups to be loyal to them. They really are clueless!