It is very unlikely that all of these request at once would occur however each one should require a supervisor or management to get involve.And may or may not be granted
Overall, very dissatisfied with the service....
- Thread starter Dont call me Shirley
- Start date
It is very unlikely that all of these request at once would occur however each one should require a supervisor or management to get involve.And may or may not be granted
OP
Dont call me Shirley
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From another Skytrax poster: "Would consider US Airways again based on price alone, and not on service."
http://www.airlinequality.com/Forum/us_air.htm
And that, my friends, is the crux of the issue to many observers. Another poster said something like "if US is so bad, why are the flights so full". Because the fares are often cheaper.
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johm john's post brought to mind another aspect of HP policy being applied to the post merger operation.
East policy was that if a customer was delayed by a day (or more) on the outward portion on an excursion fare ticket, the return portion could be adjusted by a like number of days. This became an issue when - in an example of taking discretion away from front line folks - QIK/SHARES was modified so that station agents could only modify tickets within a 48 hour window. Anything further out had to be done via the help desk. (To make sure that agents were not giving away the store?). Agents were reporting pushback from the help desk and being told the customer had to pay a change fee (plus any additional fare) even when the outbound change was invol. So, it was suggested that what had been a "common sense" thing at US be made official policy by Customer Service Policies and Procedures. It took a rather long time; many hoops had to be jumped through, memos had to go up the food chain, all to codify what had been routine "common sense" before. Even so, it requires supervisory approval and PNR documentation.
While it is good that the return trip can be modified the new procedure is time consuming; on a bad weather day, hold times for the help desk can be lengthy. Even though the help desk is now much larger than it was for premerger US. Part of this can be attributed to QIK/SHARES glitches - hence the famous solution "well your [various ctl this, f that ) entries are correct. Try doing the same thing from a different set" answer. Other calls are simply from agents trying to get official blessing to do something that they were once empowered to do.
http://www.airlinequality.com/Forum/us_air.htm
And that, my friends, is the crux of the issue to many observers. Another poster said something like "if US is so bad, why are the flights so full". Because the fares are often cheaper.
-------------------------------------------------------------
johm john's post brought to mind another aspect of HP policy being applied to the post merger operation.
East policy was that if a customer was delayed by a day (or more) on the outward portion on an excursion fare ticket, the return portion could be adjusted by a like number of days. This became an issue when - in an example of taking discretion away from front line folks - QIK/SHARES was modified so that station agents could only modify tickets within a 48 hour window. Anything further out had to be done via the help desk. (To make sure that agents were not giving away the store?). Agents were reporting pushback from the help desk and being told the customer had to pay a change fee (plus any additional fare) even when the outbound change was invol. So, it was suggested that what had been a "common sense" thing at US be made official policy by Customer Service Policies and Procedures. It took a rather long time; many hoops had to be jumped through, memos had to go up the food chain, all to codify what had been routine "common sense" before. Even so, it requires supervisory approval and PNR documentation.
While it is good that the return trip can be modified the new procedure is time consuming; on a bad weather day, hold times for the help desk can be lengthy. Even though the help desk is now much larger than it was for premerger US. Part of this can be attributed to QIK/SHARES glitches - hence the famous solution "well your [various ctl this, f that ) entries are correct. Try doing the same thing from a different set" answer. Other calls are simply from agents trying to get official blessing to do something that they were once empowered to do.
And you didn’t even bring up a aisle seats override on a reroute
OP
Dont call me Shirley
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Mods: Sorry to this --- something is up with the PM system
"The member john john can not use the messaging system"
john john,
pm me if you can.
AstroLounge
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- Oct 10, 2005
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RARELY and I do mean R-a-r-e-l-y do I agree with You or any of your opinions, probably due to your reliance of an IV of Corporate Koolaid, but the nonsense that radiates from SKYTRAX is so ridiculous that the information is NOT credible. Nearly every post blasts EVERY Legacy Carrier on every possible situation yet carriers like the darling Southwest is the Epitome of Success. According to Skytrax reviews, a new B777 flown by United is 'junky' yet a 'well maintained 5year old garbage can B737 ' flown by WN is a luxury liner. Right, I can totally agree
.And the most critcal of the comments come from the masses booked in ECONOMY! It's Steerage Morons.............but yet some of these idiots think the level of service should be comparable to what was offered on the Concorde. You get WHAT YOU Pay For, Nothing More. No One gets a Free Ride, Free Perk without OPENING the Wallet. The Year is 2012............the airlines are NOT Going Back in Time to LAVISH You because You Want it, yet only want to Pay $99 to get it. SKYTRAX is a Joke, pay No Attention to It!
SparrowHawk
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- Nov 30, 2009
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RARELY and I do mean R-a-r-e-l-y do I agree with You or any of your opinions, probably due to your reliance of an IV of Corporate Koolaid, but the nonsense that radiates from SKYTRAX is so ridiculous that the information is NOT credible. Nearly every post blasts EVERY Legacy Carrier on every possible situation yet carriers like the darling Southwest is the Epitome of Success. According to Skytrax reviews, a new B777 flown by United is 'junky' yet a 'well maintained 5year old garbage can B737 ' flown by WN is a luxury liner. Right, I can totally agree
While I think your open hostility towards customers should be noted along with a suggestion that you may be doing yourself and the flying public a disservice in not retiring. However, you make a comment that does have some merit and dovetails nicely with what I've been saying for years.
Like it or don't WN has worked at cultivating an image and reputation that is one of:
Low Fares
No Fees
Easy to understand fare rules
Clean Planes
Friendly Service
Good Service Recovery
That is the general perception their marketing message has and they use it to manage customer exceptions. I posted a survey here that showed that WN was cheaper than US only 26% of the time. In that specific case it didn't matter WN continued to grow and US spiraled toward BK's 1, 2 and merger.
Now we have "The High Cost of Cheap, price of everything, value of nothing" crowd in charge. With this gang they make NO ATTEMPT to manage customer expectations, so it should come as no surprise that the market perception is what it is.
Despite your decade long diatribe regarding "The customer only wants cheap tickets" mantra, we know that in a head to head competition that 74% of the time the decision to fly WN was not due to its status as the price leader. Ergo it must have been and continues to be something else. US Airways often is perceived as:
Cheap Fares
Biggest fee whore in the business
Poor Inflight experience (free snack)
Tighter seating
Poor Customer Service
Poorer Service Recovery
So US has by lack of a clearly defined and communicated Marketing message basically surrendered to the whim and whimsy of customer perception. A perception that isn't always supported by facts
Really? And why do you think that is reasonable?
Because the flight cancelled
