US Airways is at it again

[SparrowHawk]

Companies aren't here for morality, they're here for profit. I admit there isn't necessarily anything wrong with "doing the right thing" whatever that might be, but that's subjective, and goes beyond what they're obligated to do. In addition, doing the right thing, again, violates your A, which is sticking to the policy. So which is it? Stick with the policy? Stick with the policy, but make exceptions anyway? Treat each passenger differently?

Policies can be written in such a way as to allow room for exceptions. I worked for a company that was a stickler for following policy and procedure. What was interesting is that I had a pad of "Exception To Policy" forms which if I thought a rule should be bent I wrote up the request and faxed it to HQ and got an answer within 24 hours. Company didn't care if you used 1 or 100 forms a day so long as you made business sense. What they cared about was your customer satisfaction rating as they surveyed our key customers quarterly.

US has a software that can easily go through e-mails and route complaints based upon certain keywords so it would be easy to collect requests for refunds due to illness, have them reviewed as exceptions to policy with the staff handling those cases granted some room to negotiate.

US Airways could even make the customer agree not to disclose any agreement reached as a condition. There is a way to provide timely & compassionate customer service. US Airways has most of the infrastructure and people in place to perform this task. Right now it just lacks the will to do so.

 

[signals]

MORE

Can you say?, AZ State's Attorney Generals Office, Consumer Fraud Division. How about a DOT Complaint? Small Claims?

I knew you could boys and girls! I would think our gentle customer could file a criminal complaint for Theft of Services since he was denied a seat he paid for.

No such thing as a "Final" Offer. Don't worry, Doug there's plenty more customers to urinate on, have another beer!

Welcome to the sandcastle's dream. At one time, someone said that Parker wanted to have an SRO class where there are no seats and people would hold on to straps like a bus or subway. We laughed and figured it was a rumor, but welcome to the US future!

 

[PSALUS]

Welcome to the sandcastle's dream. At one time, someone said that Parker wanted to have an SRO class where there are no seats and people would hold on to straps like a bus or subway. We laughed and figured it was a rumor, but welcome to the US future!

That was actually Michael O'Leary at Ryanair with that idea, as well as the pay toilets.

 

[Keroseneuser]

That was actually Michael O'Leary at Ryanair with that idea, as well as the pay toilets.

I seem to remember he wanted to do single pilot 737's back around 2006 also.

 

[john john]

Spread the word 😉

Of your Fear uncertainty doubt and possession of control

 

[Galaxy]

No joke.. when US Airways offered bereavement fares the number one market was DCALAS on Fridays.

I wonder if the lady with cancer asked her hospital to waive the co pay due to her unfortunate circumstances. If she sadly passes, will her family ask for a free casket due to their pain?

I'm not making light of her situation, but rather wondering why an airline is expected to absorb the cost of her circumstances.

 

[malikie]

Just When You Thought It Couldn't Get Worse! Guess What? IT DID!



Why oh why does the airline go out of its way to make itself look bad? On PR issues they manage to snatch defeat from the jaws of victory EVERY TIME! If they were as consistent in on time performance as they at committing Public Relations Suicide, US Airways would be the best run airline in the world.


While I'm glad that in the end US Airways stepped up to the plate and did the right thing, it befuddles me to no end why they incur the massive PR hit BEFORE they do the right thing. Now they have the horrible PR and they're out $4.200.00 to boot. I really wish someone would explain that logic because apparently i'm missing something.

This is total BS......when they bought the tickets they knew they were non-refundable.....it is typical of our society these days not taking responsabilty for what they do....the company should not have refunded the tickets at all.