Csa Abuse

[ua767fo]

USAirways has banned an abusive passenger from the airline. I applaud this action, albeit overdue. For years the CSAs have worked too hard, for too little money and put up with too much abuse, with management refusing to do anything about it. Heaven forbid that they should loose passenger revenue.

Years ago, as legend has it, after witnessing agent abuse, Herb Kelleher walked up to a passenger, told him to take his money and business somewhere else.

See the link:

http://www.sptimes.com/2003/11/17/Business...lips_wing.shtml

 

[Mike W]

The problem is,US Airways didn't ban Mr. Gitomer because he was abusing our Customer Service Agents. Apparently,that had been going on for quite some time. He was banned for criticizing US Airways and its' management in an editorial.

 

[JS]

USAirways has banned an abusive passenger from the airline. I applaud this action, albeit overdue. For years the CSAs have worked too hard, for too little money and put up with too much abuse, with management refusing to do anything about it. Heaven forbid that they should loose passenger revenue.

Years ago, as legend has it, after witnessing agent abuse, Herb Kelleher walked up to a passenger, told him to take his money and business somewhere else.

See the link:

http://www.sptimes.com/2003/11/17/Business...lips_wing.shtml

The Southwest legend I heard was that Kelleher wrote to a customer who complained a lot:

We'll miss you.

Herb

 

[Mike W]

Bob,
You missed my point. There's no doubt in my mind he was a jerk. I used to see them every day when I worked Customer Service. My point was, if US Airways was so outraged at the way he treated their employees,why did it take so long for them to act. By all accounts, this behavior had been going on for quite some time. It wasn't until he vented by way of an editorial,did they act.

 

[US Airways]

This is in response to the posts by Mike W who writes, among other things:

The problem is, US Airways didn't ban Mr. Gitomer because he was abusing our Customer Service Agents. Apparently, that had been going on for quite some time.. He was banned for criticizing US Airways and its' management in an editorial.

Since I am the author of the published letter to the editor regarding Mr.
Gitomer and the other correspondence involved in this matter, I think I
know a little bit more about this than Mike W. I'd prefer that he and
others not assign motives or reasons to my actions, about which they know
absolutely nothing about the details.

We are not going to comment further on the issues related to Mr. Gitomer,
except to say that my published response to his recent column speaks for
itself with regard to our no longer being willing to tolerate his behavior
toward our front-line employees. Furthermore, we freely acknowledge that
we cannot stop him from criticizing US Airways. It was apparently his
choice that his column appeared in connection with more demands on the
company (referenced in the letter to the editor) and after previous
correspondence with him about his interaction with our employees.

Chris Chiames
Senior Vice President, Corporate Affairs

 

[700UW]

This is in response to the posts by Mike W who writes, among other things:



Since I am the author of the published letter to the editor regarding Mr.
Gitomer and the other correspondence involved in this matter, I think I
know a little bit more about this than Mike W. I'd prefer that he and
others not assign motives or reasons to my actions, about which they know
absolutely nothing about the details.

We are not going to comment further on the issues related to Mr. Gitomer,
except to say that my published response to his recent column speaks for
itself with regard to our no longer being willing to tolerate his behavior
toward our front-line employees. Furthermore, we freely acknowledge that
we cannot stop him from criticizing US Airways. It was apparently his
choice that his column appeared in connection with more demands on the
company (referenced in the letter to the editor) and after previous
correspondence with him about his interaction with our employees.

Chris Chiames
Senior Vice President, Corporate Affairs

How can you be trusted? Remember this:

US Airways Responds to CWA Rep.''s Misinformation (Pages 1 2 3 ...10 )
US Airways, Inc Posted on: Jan 5 2003, 04:39 PM

Replies: 136
Views: 8,175 PITguy, I apologize for the delay. I haven't been online and just saw your note.

We are not going to outsource heavy maintenance in PIT or elsewhere. We never even proposed it. (Unlike UA which has proposed the outsourcing of heavy maintenance.)

We will pay all furlough pay as provided for in the contract.

We have no further plans to lay off more mechanics beyond what is published. With the new commitment to operate 279 a/c, we will need just about all the mechanics on the property to perform the maintenance we have scheduled, since our fleet plan anticipated retiring some planes that we will now be flying.

Finally, we are not trying to vendor maintenance with either Boeing or Airbus.

Chris Chiames

Forum: US Airways · Post Preview: #36648

 

[Do_it_for_Dave]

700UW, Your comments towards Chris is not necessary. The industry has changed since January. I appreciate him taking the time to respond to a poster in this forum.

 

[AOG-N-IT]

700UW, Your comments towards Chris is not necessary. The industry has changed since January. I appreciate him taking the time to respond to a poster in this forum.

Un-necessary comments maybe?....yet he does raise a valid point regarding something being lost here on a daily basis here...and that would be a simple thing that all human relations are based upon , It's called Trust !!!

Until you can firmly grasp and exercise your actions in a manner the envokes and stimulates trust and provides for the hopes for a long term relationship with those that make up UAIR ...well then your comments are wasted and un-necessary as well.

We obviously have money issues within this company...but we have now more than compounded our troubles with the problems created from within..using 700UW's needed comments as a classic example in point.

 

[FlyingHippie]

Dear Chris, why not just use your name on this forum rather than US Airways, Inc. sounds like Monsters, Inc. I give you a lot of credit for coming on here. Maybe you are right to ban this person but did you realize doing this in the public eye has hurt the company's image? Does calling a newspaper threatening not to advertise because you didn't like what a writer wrote help the company's image? No it does not. These actions only stir the idiots to write more dumb things about the airline. If you really truly want to help this company hire a pr firm because you guys stink.

 

[ClueByFour]

700UW, Your comments towards Chris is not necessary. The industry has changed since January. I appreciate him taking the time to respond to a poster in this forum.

Troll or a corporate shill, I'm not sure which.

Of course, Chaimes lied thru his teeth. If he did not, then it means that this particular management team cannot forecast out further than about 10 months. Perhaps a trip back to "MBA refresher" is in order.

I don't see a "VP of strategic planning," I only see a "VP of marketing and planning" thus I can only conclude that BBB is to blame for the lack of vision. The more I think about it, perhaps that's not as far fetched as it seems, and maybe the DS (designated shiller) was, in fact, not lying at the time and the executive suite at CCY is inept as it would seem.

 

[Dilligas]

This is in response to the posts by Mike W who writes, among other things:

<snip>

This is in response to Chris Chiames, who writes, among other things..

-------
Posted on: Jan 5 2003, 04:39 PM

Replies: 136
Views: 8,175

PITguy, I apologize for the delay. I haven't been online and just saw your note.

We are not going to outsource heavy maintenance in PIT or elsewhere. We never even proposed it. (Unlike UA which has proposed the outsourcing of heavy maintenance.)

We will pay all furlough pay as provided for in the contract.

We have no further plans to lay off more mechanics beyond what is published. With the new commitment to operate 279 a/c, we will need just about all the mechanics on the property to perform the maintenance we have scheduled, since our fleet plan anticipated retiring some planes that we will now be flying.

Finally, we are not trying to vendor maintenance with either Boeing or Airbus.

Chris Chiames

---------

(Bold highlights by this poster for emphasis)


PORTION DELETED BY MODERATOR

Care to comment on your post quoted above?

Do you feel like you have any credibility left with this employee group?

 

[Todd B]

Please return to discussing the original topic. "Csa Abuse, USAirways bans a passenger."

Thanks.

 

[Mike W]

Gee Chris,
Sorry if my OPINION upset you. I'll be sure to give you a call next time to get your approval.

 

[ClueByFour]

Since I am the author of the published letter to the editor regarding Mr.
Gitomer and the other correspondence involved in this matter, I think I
know a little bit more about this than Mike W. I'd prefer that he and
others not assign motives or reasons to my actions, about which they know
absolutely nothing about the details.

Based on your prior statements on this particular forum, please tell me why a reasonable person would believe that you know any more about this than you did about the airbus outsourcing issue? Or, if we are to believe that you are completely in the know about this then we can assume that you have a tendency for spin and/or misleading statements. See the problem?

You guys don't get it (actually, I think you do, I think that your counterparts and superiors in the executive suite don't). When you lie to the public (and a large portion of your labor force on the property) and alienate your best customers, your credibility is shot. Ask Castelever if you don't believe me (or pick up the Post from last week).

It's impossible to come onto any public forum (or go to the press at large, for that matter) and cry "Wolf!" for the second or third time, much less "setting the record straight."

 

[PITbull]

Dear Chris, why not just use your name on this forum rather than US Airways, Inc. sounds like Monsters, Inc. I give you a lot of credit for coming on here. Maybe you are right to ban this person but did you realize doing this in the public eye has hurt the company's image? Does calling a newspaper threatening not to advertise because you didn't like what a writer wrote help the company's image? No it does not. These actions only stir the idiots to write more dumb things about the airline. If you really truly want to help this company hire a pr firm because you guys stink.

flyinghippie,

Management is on these boards in all forms.