US Airways Customer's Opinions and Comments

[UPNAWAY]

US1 :down:

You do realize almost everything you are complaining about is US Airways and not HP/LCC! All the things (except some DM cganges) where done by previous managment! Just becuase they haven't fixed them yet doesn't mean they won't! The merger has just started! You nor I know what this thing will look like for at least another 1.5/2 years.
You complained about a employee that doesn't understand DM I guess I'll complain about a VFF that hasn't a clue about a merger! They have far bigger fish to fry right now than "improving FC or Envoy" they have to save a carrier first and then merge two! Very, Very complicated on so many levels.

 

[US1YFARE]

US1 :down:

All the things (except some DM cganges) where done by previous managment!

Once again, an employee who doesn't understand and know all the facts. The changes that were made to chase away the VFF were all done by the new management--Tempe. The non-responsiveness is all by the new management--Tempe. We are not complaining about taking time to make things better, we are letting everyone know that the new management is making big changes that are chasing away your best customers.

So, don't let the facts get your in way. Tempe is messing things up big time as it relates to your most loyal customers.

 

[AstroLounge]

Once again, an employee who doesn't understand and know all the facts. The changes that were made to chase away the VFF were all done by the new management--Tempe. The non-responsiveness is all by the new management--Tempe. We are not complaining about taking time to make things better, we are letting everyone know that the new management is making big changes that are chasing away your best customers.

So, don't let the facts get your in way. Tempe is messing things up big time as it relates to your most loyal customers.

Did Tempe at least send you a "Heritage Logo" pin/ sticker? I am considering starting a business on the side- dart boards with THAT thing on it. May send them gratis to the FFlyers (CHPs get TWO)

 

[Dog Wonder]

US1 :down:

I guess I'll complain about a VFF.

Having customers is not near as big a problem as not having customers.

 

[US1YFARE]

Having customers is not near as big a problem as not having customers.

If they think the current batch of US1's are whiny, wait until they deal with the people who are buying $98 tickets and have never flown before. The East Coast is very different from the West Coast and the sooner they realize it, the better off the new US will be.

 

[Singleflyer]

Just so you folks out west will understand about the east fares. My one-way MHTY-PIT today is $604.00. Last Sunday my one-way LAS-DTW on AW was 462.50. Both purchased on Sat for Sun Travel. I was able to up-grade on AW on Sat. I still don't know if I am upfraded on the MHT-DCA segment at this time.

It all boils down to the fact in the east we pay alot for our travel, and we want something in return for it, other airline charge the same, and some give more, but some do give less. In the past US has been very good to the VFFs, but we have been good to them by paying alot for out trips.

 

[US1YFARE]

That's what a lot of people in Tempe and on here don't get--this is not about a bunch of VFF's whining about no meal in FC or a crappy meal in FC. We're not complaining that US has coke and HP has pepsi. What this is about is the fact that Tempe renegged on its promise to keep the best features of DM and FF. They lied. Then, they quietly take away benefits from the US1 program and act like what they are doing is actually enhancing the product.

We're not stupid. How does the removal of N fare upgrades before the 7 day window make the program more valuable? I now have no incentive to by an N fare ticket (which is expensive by the way). They take away fare class tier mile bonuses--why would I fly an RJ on a Y or B ticket with no chance of an upgrade and no bonus for buying an expensive ticket. They took away rollover--this cost them nothing to keep and instills loyalty. They are doing away with companion upgrades at the 7day window or immediately on a Y/B fare--I can upgrade my companion on other airlines, and I am not letting my companion sit in the back while I am up front.

Then to top it off, when you call them to discuss these changes, they blow you off. Like PB said, they gladly took my money for years, and now the message they are sending is, we don't need you or your money.

I'll ask the same question that is responded to with silence everytime I ask someone in Customer Servce...based on what they are doing, why should I still fly US? The answer is, there is no reason--that is why Customer Service cannot answer the question when I ask it.

 

[luvn737s]

I'll ask the same question that is responded to with silence everytime I ask someone in Customer Servce...based on what they are doing, why should I still fly US? The answer is, there is no reason--that is why Customer Service cannot answer the question when I ask it.

Well I checked out Orbitz last night for a full-fare FC ticket price between PHL and SEA departing Feb 11 and returning Feb 13. US- $1088 R/T, UA- $2837 R/T.

I have always maintained that FF programs are only worthwhile if you can make sure that your customer only carries ONE of them, preferrably yours. By utilizing multiple FF programs, the loyalty the airlines are so desperately purchasing is of little value.

Did US provide the service you purchased initially? Did it do so safely? Was it the most direct route for you to fly to your destination? The question you ask, "Why should I fly US" says more about the incredible safety record of the airlines and the commodity nature of air travel in general than it does about US's shortcomings in FF programs.

 

[SpinDoc]

I'm goal oriented! You want to have an intellectual debate while we are on hold waiting for Customer Relations to pick up the phone? Fine, it works for me.

If this company can not master the basics of responding to a customer complaint in a timely fashion then they should just close the Gosh Darn doors and put the employees and customers out of their misery.


Bob:

When you have a minute, go to usairways.com and read the Customer Commitment. It states that usairways will respond to written customer complaints within 30 days of their receipt. It says nothing about answering the telephone in a timely manner, and frankly, with a toll-free number that is on the company's dime, not the customer's, should anyone be so bold as to complain about hold times? Customer Relations is not a call center per se, and staffing has never been on a level where it would even approach a legitimate call center environment.

Despite some of the comments made on this forum, and in particular a post I made several pages ago, US Airways does care about customer opinions and concerns and action is taken when any issue reaches critical mass in the statistics.

I don't know any more than the next person as to what is going to happen after April 28th, but I can speculate that once US East Customer Relations is closed, the philosophy will be shifted to HP's way of handling customer concerns, and that may be quite different than what US East customers have come to expect over the past 5 years.

 

[john john]

If they think the current batch of US1's are whiny, wait until they deal with the people who are buying $98 tickets and have never flown before. The East Coast is very different from the West Coast and the sooner they realize it, the better off the new US will be.

In my station we went head on with peoples express literally put them out of business dealt with every kind of human and sometime animals possible. I look back on that and see how we did it with the best customer service in the business. Unlike the current business model and retreat of present.

 

[US1YFARE]

Well I checked out Orbitz last night for a full-fare FC ticket price between PHL and SEA departing Feb 11 and returning Feb 13. US- $1088 R/T, UA- $2837 R/T.

I have always maintained that FF programs are only worthwhile if you can make sure that your customer only carries ONE of them, preferrably yours. By utilizing multiple FF programs, the loyalty the airlines are so desperately purchasing is of little value.

Did US provide the service you purchased initially? Did it do so safely? Was it the most direct route for you to fly to your destination? The question you ask, "Why should I fly US" says more about the incredible safety record of the airlines and the commodity nature of air travel in general than it does about US's shortcomings in FF programs.

1. You are wrong about the price quote. UA's is a Full-F fare. US's is either an A fare or YUP. A full F-fare is $2842 on US.

2. That is why the changes they have recently made to the DM program are so terrible. They encourage disloyalty to the airline.

3. Nope, it wasn't always the most direct route. Because of the loyalty program, I would go out of my way to fly US even when they are more expensive and even when the service levels were less than what you could find on their competitors. US is no safer than the other carriers so that is not a factor. You obviously don't realize the power of a FF program. AA and WN discovered their value a long, long time ago.

 

[BoeingBoy]

You obviously don't realize the power of a FF program.

Or, since I'm catching up from being out of the country 8 days, something PineyBob mentioned several pages back....

Airline reward plans become cash cows, spinoff eyed

Jim

 

[US1YFARE]

Once again, Jim, you hit it on the head. Maybe the people in Tempe will get it before it is too late to win us back.

 

[EyeInTheSky]

I don't care what business you're in but this translates across the board: Don't piss off your best customers. Tempe has to stop looking at the entire airline as some big a$$ "regional jet" operation. Doogie, this is big time now, you fly to almost every state in the U.S.; 26 countries worldwide. You can be a low-cost-carrier and a good business partner too. Just my two cents.

Eye
Former Employee

 

[US1YFARE]

In keeping with the trend of the new posts, this from a former customer.

Below is an excerpt from UA's Hemispheres magazine (note, UA still likes to brand). I enjoyed reading it on today's flight and found it interesting and we'll see whose model works, US or UA, because they are two different models:

There's a pervasive idea among some airlines vying for your business. It's the idea that somehow less is more. That all customers only want a cheap seat at all times, and expectations of an airline should be equally low. Keeping costs as low as possible is fundamental for airlines, and we've worked very hard at United to reduce our costs. But we decided not to follow the path paved by some of our peers. We decided to keep some of the simple things that make a difference to your travel experience. A pillow. A blanket. A free headset. A complimentary beverage. A seat assignment, reserved just for you. We think sometimes less is only less. We have chosen a different path, one that focuses on you and what you want from an airline.

We don't want to be all things to all people. But we do want to be many things to you.

You may know us as a business airline. Thousands of our customers do. The business traveler has always been at the heart of United. We understand business travelers. We should.

The article continues, but UA does really understand one thing--business customers. Maybe Tempe will learn a lesson, maybe they won't. Maybe UA's model is crazy, but I doubt it. UA is catering to the business customer--does that mean guaranteed upgrades? Nope. Does that mean tons of freebies--not really. But, what UA does give you is a business product at a business price and a FF program that rewards my loyalty. The more $$ I spend on UA, the more I get. This is unlike DM which treats a high ticket purchaser the same as one who buys the rock bottom fare. Just some more food for thought for Tempe.