letter to doug

[Doc]

Doug Parker,
I am sending you this note as a request for you to listen to your front line employees about
Qik/Shares.
I have heard through media venues that the front line employees are being blamed for some of these problem. I am telling you that I get your system and it exstremly inadequate. Shares is not made for a global carrier like USAirways it was made for HP (small network) it doesn't work for the hourly service we provide and the multiple segments in a lot of these reservations.
What a horrible thing to hear that upper management blames us for their mistakes.

I know that we have lost some accounts for the shuttle. why would a customer wait in line for 45 minutes to an hour for a 50 minute flight. I hope we are saving enough for this loss because I think we will be losing more to delta. The LGA BOS DCA was one of the gems and now it is lost.

Our moral is down and it would have been so easy for you to keep it intact. Maybe giving some back of what you took. Instead upper management reaps all the benefits of our sacrifices. If someone tells me one more time about profit sharing I will gag, I pay my bills every month not once a year.

Maybe some should look at the CEO of delta I think he gets it. The front line employees are the ones who are the work horses but most seem to forget in the face of their own greed.

 

[Harry Callahan]

Way to go DOC. Just don't expect a reply.
Maybe Art could carry this letter to Tempe.

 

[gaucho99]

I don't do a lot of extensive work in shares so I'm not an expert, but why is it that CO, who has more international flights than US seems to be fine with Shares?

 

[trvlr64]

Maybe CO didn't buy the bare bones version? And maybe they have an IT infrastructure and knowledge to handle SHARES.

This is just more of the initial website fiasco. US's IT department needs to be replaced with people who actually know how to implement IT.

 

[BuffaloJoe]

Maybe CO didn't buy the bare bones version? And maybe they have an IT infrastructure and knowledge to handle SHARES.

This is just more of the initial website fiasco. US's IT department needs to be replaced with people who actually know how to implement IT.

Tempe must be using a couple of computer servers to handle all the volume.

 

[Fly4Free]

Tempe must be using a couple of computer servers to handle all the volume.

Yep. That's it. All on Tandy 1000s.

 

[phillyphlyer]

I don't do a lot of extensive work in shares so I'm not an expert, but why is it that CO, who has more international flights than US seems to be fine with Shares?

ive heard this several times before too....co used shares not qik/shares.....native shares is alot like pacer or sabre...they also have a version of qik but their agents can choose to use it or not....we have no choice but to use this dog that doesnt work....i e-mailed the it dept to ask when i would see more intl cities in avail specifically fco to kiv..my answer was when we switched hundreds of intl cities were lost in transition...we are currently reloading them but it will take a while.... :blink: :down: i checked yesterday sitll no avail fco/kiv...answer no market choose alt cities...which will come as surprise to my customer holding a tkt fco/kiv..."I'm sorry Mr Jones but according to my computer no one flies fco/kiv..can I interest you in fco to moscow....unbelievable but true

 

[Harry Callahan]

I don't claim to know what CO shares is like today but years ago when I worked for another airline we used Shares & I can tell you it was very easy imo easier than Sabre. This crap we have now is nothing like the Shares I worked.

 

[trvlr64]

USAirways continued IT issues reminds me of a British comedy teams skit where the woman types, types and types, turns to the person sitting in front of here and says.......the computer says no.


Keep up the good work US IT

Your customers say.............NO. :down:

 

[crusher]

Tempe needs to admit Shares is a failure. Will they have the guts to do it? .,. I doubt it , they would rather blame the short handed frontline and tell us that we are adequately staffed ...More corporate BS.

 

[BuffaloJoe]

Tempe needs to admit Shares is a failure. Will they have the guts to do it? .,. I doubt it , they would rather blame the short handed frontline and tell us that we are adequately staffed ...More corporate BS.

I just think they know how to push blame on others. They are not themselves accountable.

 

[tadjr]

i e-mailed the it dept to ask when i would see more intl cities in avail specifically fco to kiv..my answer was when we switched hundreds of intl cities were lost in transition...we are currently reloading them but it will take a while.... :blink: :down: i checked yesterday sitll no avail fco/kiv

It wasnt just international. I found about 20 cities from TPA that werent loaded either. I know we go there so pull them up point to point to book. Imagine someone in Manila rez trying to sell one of these cities. No, sorry the computer says we dont fly there. This was 20 just for one US city. I dont know how many others are out there that arent loaded. This is bottom line $ out the door if anyone called trying to book a trip on the phone unless the rez agent forced a conx. Here is a response from the IT dept on some issues I had as well.

TPA to AVL/MYR/AVP should be fixed. Please let us know if there are any others….do you know what routing they were trying to get to ODS? We can add once we know those

-

Just to give you a little background on the problem….prior to migration we loaded thousands of markets to the new shares, but during the migration process, some were dropped…we are working with EDS to identify the ones that were dropped and get them added back in. we just added back 4000 in Europe yesterday that we had done prior to migration and are working on getting the rest added.

h34r: :down:
And how much $ saved on this meant how much $ lost when people couldnt book flights on US? But from another post, I'm sure its just this "old bitching dog" who doesnt know how to use the new system.

 

[BuffaloJoe]

TPA to AVL/MYR/AVP should be fixed. Please let us know if there are any others….do you know what routing they were trying to get to ODS? We can add once we know those

Yeah they have Reading,PA (RDG) listed. They haven't been there since 2002. You got cities that they don't or anyone goes to, but ones that you do fly to, they are not in. Go figure.

 

[olivia]

After three weeks on the qik system...

I know how to get things done. But it is still so slow and cumbersome.

Involuntary reissues definitely need to be
addressed as soon as possible.

International availability is horrendous.
Selling a three segment connection can take
forever.

Regular availability is also a nightmare.


Average call length on international must
have quadrupled.
Thousands of calls abandoned and many more
in mid call...when they can't get an answer
in 15 minutes. It is a total embarassment.

I hope they can get it fixed faster than it
took to get the web site in decent shape.
That was like seven months????

Spend some money .....keep our passengers
and revenue stream.

 

[Dog Wonder]

Admitting mistakes is the first step to correcting them.

Unfortunately the first step has yet to be taken.