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Airline chairman visits Charlotte during kiosk problems
12:27 PM EST on Tuesday, March 6, 2007
By WCNC Staff
E-mail Us: [email protected]
US Airways Chairman and CEO, Doug Parker, paid a surprise visit to Charlotte Tuesday.
Some passengers may have seen Parker behind the counter. But he wasn’t helping customers; he was listening to employees and the issues they have been dealing with in the past three days.
“He was here to provide moral support to employees and to listen to them with what they have been encountering and help them out with solutions,†said Michelle Mohr, US Airways spokesperson.
Lines were down considerably from Tuesday from previous days, but at midday the check-in kiosks were still only working at a 30 percent success rate. Tuesday, seven technicians worked with customers to help them use the new system. In the cases where the check-in was unsuccessful, the techs would log the problem. US Airways say this technique was beneficial because they were using real life scenarios to troubleshoot.
The problems started Sunday when the airline migrated to a new reservation system. Since then, thousand of customers, primarily on the East Coast, have been affected by long lines and flight delays. Late Sunday night, 20 US Airways employees flew into Charlotte to help out with the problems. Many of those employees are senior managers who worked behind the counter checking in customers.
“We wish we could say we knew exactly when the problems would be resolved but that is impossible because the problems are quite complex. We have been working on this 24/7 and we are making progress every day. We are hoping to get this resolved with in the next couple of days,†said Mohr.
US Airways has extended its offer to waive any re-ticketing and change fees until midnight Tuesday night if you are flying out of Charlotte. The airline said they will consider extended that longer if problems continue.
http://www.wcnc.com/news/topstories/storie...s.252054b6.html
12:27 PM EST on Tuesday, March 6, 2007
By WCNC Staff
E-mail Us: [email protected]
US Airways Chairman and CEO, Doug Parker, paid a surprise visit to Charlotte Tuesday.
Some passengers may have seen Parker behind the counter. But he wasn’t helping customers; he was listening to employees and the issues they have been dealing with in the past three days.
“He was here to provide moral support to employees and to listen to them with what they have been encountering and help them out with solutions,†said Michelle Mohr, US Airways spokesperson.
Lines were down considerably from Tuesday from previous days, but at midday the check-in kiosks were still only working at a 30 percent success rate. Tuesday, seven technicians worked with customers to help them use the new system. In the cases where the check-in was unsuccessful, the techs would log the problem. US Airways say this technique was beneficial because they were using real life scenarios to troubleshoot.
The problems started Sunday when the airline migrated to a new reservation system. Since then, thousand of customers, primarily on the East Coast, have been affected by long lines and flight delays. Late Sunday night, 20 US Airways employees flew into Charlotte to help out with the problems. Many of those employees are senior managers who worked behind the counter checking in customers.
“We wish we could say we knew exactly when the problems would be resolved but that is impossible because the problems are quite complex. We have been working on this 24/7 and we are making progress every day. We are hoping to get this resolved with in the next couple of days,†said Mohr.
US Airways has extended its offer to waive any re-ticketing and change fees until midnight Tuesday night if you are flying out of Charlotte. The airline said they will consider extended that longer if problems continue.
http://www.wcnc.com/news/topstories/storie...s.252054b6.html
