US Airways lands lowest satisfaction ratings in flier survey

[SparrowHawk]

One curstomer survey ranks US Airways worst of 10 airlines, but a U.S. report ranks it second

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The two surveys are NOT a tale of two airlines. Rather it validates what many have said since the merger. US Airways is for better or worse a "metrics" driven company and as US touts the metrics are pretty good. It should equally come as no surprise that the Senior Executives are compensated based upon certain "performance metrics" and that those metrics are directly tied to the survey which ranks US second.

In the criteria used by Consumer Reports also points to the disconnect that US and its "metrics" have with their customers. The non stop fee mongering, crappy IFE, The palpable contempt shown to customers from the attitude from the top. Bluntly put, one survey measures statistics while the other measures perception. While the stats may generate bigger bonus's for the current management team, the customer perception may influence future bookings and repeat business.

I think the two surveys combined provide an accurate snapshot of the US Airways of today. A metrics driven, customer unfriendly airline that views employees as a liability and customers as a necessary evil.

 

[767one]

All you have to do is read Southwest 's Gary Kelly presidents message in their April inflight magazine and you will see why Parker can't run an airline. Quote from the last paragraph "Each department has a dedicated team working together to create action plans to make Southwest an even happier place. And because happy employees provide great customer service, you, our customers benefit". The tile of the article was "The Happiest Place to Work" Any questions?

luv,

Your post sums up the situation perfectly! We can't make chicken soup out of chicken poop. Garbage in garbage out, you get what you pay for etc,ect. For the most part the employees of this company go way beyond what one would expect considering how they are treated by management.

Regards,

Bob

 

[galley princess]

AstroLounge...you make a valid point...by the time many pax's arrive at the aircraft, their opinion of USAirways is already made in one direction or the other. That being said, there are a certain percentage of f/a's who spend a lot time trying to figure out how to do as little as possible. Cut the first service on trans-atlantic and do a push pull in order to have a longer rest period. Don't go through with the duty free cart, make an announcement and let "them" come to the back to purchase items. Single beverage arrive service on trans-atlantic, without the option of having anything to drink but coffee, oj, tea and h2o. Not doing coffee and h2o service in coach on domestic flights when fresh meals are sold. Skipping arrival service on domestic flights. Serving the can because it takes too long to pour drinks. Not being knowledgeable on policies and procedures (btw, pax's are not required to remove headsets). The list goes on.

I am not thrilled with this reality either, however you strike me as someone kind of junior, and I say that because maybe you weren't here when we were adequately staffed.

After 9/11 US cut staffing and service. With the cuts in service, having minimum staffing wasn't fun, but it was acceptable.

AWA comes along and starts adding "service for our customers" and does NOTHING about our staffing.

We have the worst staffing in the industry.

We have the worst contract-or lack thereof in the industry.

AWA keeps finding ways to try to make us work for free. Exhibit A: any incident report is to be filed online. Guess what? F/A s are not paid off the airplane. Either put a computer on the airplane or honor the claims to do it off the a/c.

One of these days they are going to notice that things that really should be reported AREN'T, because F/As have no mechanism to do so AT WORK.

Perhaps I am wrong, and you're senior, or you don't mind being worked to death, but US is reaping what they sow. I LIKE doing the service by procedure, I think it helps the time pass and frankly I feel less like I work for the inferior mess that I do, however, I am the minority and I do not blame those out there flying their rear ends off because we make so little. They simply flat out refuse to have an unacceptable workload based on inferior compensation.

In the final analysis this is US' problem, not a F/A problem. They KNOW how to solve the problem. They just don't want to and they certainly don't want to pay to change it.

It is TIRED repeating this: YOU GET WHAT YOU PAY FOR.

 

[cynic]

Oh I don't know....picture this. A pax checks in for the flight and is hit up for a bag fee. Next he gets on board and takes the middle seat on a full flight because he didn't want to pay more for an isle or window seat. Then he is hit up again for more money if he is hungry as we only sell food now. Let's say he just spent sixty dollars for bag/lunch fees he was not expecting. Who, pretell is gonna get the brunt of his misery? F/A's can only say "I am sorry" so many times before the general public doesnt believe it anymore.

Passing the blame on to everyone else doesn't really work. I've seen bad service first hand and had two dozen credit card announcements on one flight. Those things are usually the straw that breaks the camels back. Yeah, they might be annoyed or upset about some of the other stuff, but just about every other airline does it to some degree as well. Combine that with the piss-poor service that you get on many US Airways flights and you get bottom of the barrel results.

The many good, and few great, flight attendants should be doing everything they can to get rid of the nasty, obnoxious crew members that bring down their overall reputation. As long as the company sees things like this, they aren't going to have much interest in raising the compensation as much as many feel they deserve.

 

[PullUp]

IMHO LCC hasn't figured out what they want to be when they grow up.
Are they:
- An aviation company that delivers great service? (no)
- A service company that happens to primarily provide transporation to people and goods? (no)
- A financial company generating fees and profits for investors and affiliates by providing transporation services? (no)
- ????
So, what is LCC?
- Low cost as its ticker symbol implies? (no)
- New and improved? (no)
- Full service legacy? (no)
- 'Mesa Grande'? (....well, maybe....)

But, according to management, LCC is a "great" airline.
I don't think so.
The definition of "great" would mean that the company was excelling in all areas with respect to its peers. (no)
The definition of "great" would also mean an iconic perception has been generated by the customers we serve, kinda like 'Kleenex' or 'Home Depot' or 'Apple Computer' or 'WalMart' or, yes here it comes......'Southwest Airlines'.

"Great" would also imply that LCC's employees were the most fulfilled in the industry. (no)

'Course, DP's definition might be different than mine...but whatever it is it would be nice to know:
- What LCC is...
- Where LCC is heading (5 and 10 year plan/vision/hallucination/whatever)
- What employees/customers/investors/vendors can expect in the near and far future.

So, is management still in 'crisis' mode and taking it day to day/month to month?
Is the company on solid footing or approaching a precipice?
Is the company preparing to be merged or will it acquire or be acquired?
Will the stock ever break 10 again?
Stay tuned...one thing about this industry is always true: things change daily.
Cheers.

 

[phlus2]

Oh I don't know....picture this. A pax checks in for the flight and is hit up for a bag fee. Next he gets on board and takes the middle seat on a full flight because he didn't want to pay more for an isle or window seat. Then he is hit up again for more money if he is hungry as we only sell food now. Let's say he just spent sixty dollars for bag/lunch fees he was not expecting. Who, pretell is gonna get the brunt of his misery? F/A's can only say "I am sorry" so many times before the general public doesnt believe it anymore.

How is that any different that any other legacy, all of which scored higher than US Airways?

Continental - pay for a checked bag or two - pay for a middle exit row seat with limited recline - pay for meals on board - pay for in flight entertainment.

United - pay for a checked bag or two - pay for middle seat in economy plus - pay for food.

The argument that the add on fees is the problem wiith customer satisfaction at US Airways doesn't seem to be a very strong one given the fact that every other legacy carrier does the same thing but somehow scored higher in the survey than US.

 

[SparrowHawk]

How is that any different that any other legacy, all of which scored higher than US Airways?

Continental - pay for a checked bag or two - pay for a middle exit row seat with limited recline - pay for meals on board - pay for in flight entertainment.

United - pay for a checked bag or two - pay for middle seat in economy plus - pay for food.

The argument that the add on fees is the problem wiith customer satisfaction at US Airways doesn't seem to be a very strong one given the fact that every other legacy carrier does the same thing but somehow scored higher in the survey than US.

Last time I looked there are more than a few more fees with US. Secondly there is a lack of tranparency regarding those fees which creates the perception of gouging.

Contrast to NK, which has as many different fees as they do seats on the A/C or it seems that way. Unless you've been living in a cave or alternate universe you know going in you're going to get fee mongered into the 5th circle of hell.

US, good bad or indifferent has a reputation that follows it, some accurate, some less so. They failed to guard their reputation and now they get bit. To bad, Parker need only put his cocktail down, look up from his spreadsheet and look in the mirror for the primary reason for the disconnect.

 

[john john]

Oh I don't know....picture this. A pax checks in for the flight and is hit up for a bag fee. Next he gets on board and takes the middle seat on a full flight because he didn't want to pay more for an isle or window seat. Then he is hit up again for more money if he is hungry as we only sell food now. Let's say he just spent sixty dollars for bag/lunch fees he was not expecting. Who, pretell is gonna get the brunt of his misery? F/A's can only say "I am sorry" so many times before the general public doesnt believe it anymore.

And then you have a change in plans because of a medical emergence/death/accident and it cost you $150.00 change fee and $450.00 to re- qualify for the new fare plus center seat on a RJ plus all of the above

 

[john john]

How is that any different that any other legacy, all of which scored higher than US Airways?

Continental - pay for a checked bag or two - pay for a middle exit row seat with limited recline - pay for meals on board - pay for in flight entertainment.

United - pay for a checked bag or two - pay for middle seat in economy plus - pay for food.

The argument that the add on fees is the problem wiith customer satisfaction at US Airways doesn't seem to be a very strong one given the fact that every other legacy carrier does the same thing but somehow scored higher in the survey than US.

Ruling by fear and intimidation No flexibility at US

 

[FlyUs]

I am not thrilled with this reality either, however you strike me as someone kind of junior, and I say that because maybe you weren't here when we were adequately staffed.

After 9/11 US cut staffing and service. With the cuts in service, having minimum staffing wasn't fun, but it was acceptable.

AWA comes along and starts adding "service for our customers" and does NOTHING about our staffing.

We have the worst staffing in the industry.

We have the worst contract-or lack thereof in the industry.

AWA keeps finding ways to try to make us work for free. Exhibit A: any incident report is to be filed online. Guess what? F/A s are not paid off the airplane. Either put a computer on the airplane or honor the claims to do it off the a/c.

One of these days they are going to notice that things that really should be reported AREN'T, because F/As have no mechanism to do so AT WORK.

Perhaps I am wrong, and you're senior, or you don't mind being worked to death, but US is reaping what they sow. I LIKE doing the service by procedure, I think it helps the time pass and frankly I feel less like I work for the inferior mess that I do, however, I am the minority and I do not blame those out there flying their rear ends off because we make so little. They simply flat out refuse to have an unacceptable workload based on inferior compensation.

In the final analysis this is US' problem, not a F/A problem. They KNOW how to solve the problem. They just don't want to and they certainly don't want to pay to change it.

It is TIRED repeating this: YOU GET WHAT YOU PAY FOR.

/Spot on!! It's been 5 years since the merger began. Respect is a 2 way street. It's about Tempe realizes that.

 

[nycbusdriver]

"We are running a great airline"
- Douglas Parker

We (Parker et al) are running a great airline if you judge it by the parameters they've set up to keep their bonuses rolling in no matter what happens operationally.

 

[Toothy Grin]

Like to move up in seniority would ya . Management wanting some HP style steepford employees.Go watch the PHL customer service town hall meaning and get back to us

Oooooooooooh Pleeeeze.

It is WAY PAST TIME for A TON of these ol' BIDDIES to retire...wanting better seniority has nothing to do with it. Here's what I here from my mom and dad every time they fly US - "Wow, your airline has some really old flight attendants. I think they are even older than we are" My folks are in their 70/80s. Then there are the comments from friends saying the same thing.

Or why don't you fly the phx/lax east flight and see if you can get a drink - LOL No drinks because of "TURBULENCE" when there isn't any. hahahahahha! If these Easties or Eastholes don't want to work get them out. I'm not sure what you mean about Stepford stare etc...I think that it is a better look than some of the East's aging old, floppity moppity, saggy faced, bristle haired denture wearing pathetic vericosed veined crabby appletons whose kids hate them so much they won't support them.

There. In your face!

The job requirements need to be refitted so that physical fitness is also included. This should entail the ability to crawl over three rows of seats in 20 seconds.

 

[john john]

I'm not sure what you mean about Stepford stare etc..

Tell them SparrowHawk

 

[galley princess]

Oooooooooooh Pleeeeze.

It is WAY PAST TIME for A TON of these ol' BIDDIES to retire...wanting better seniority has nothing to do with it. Here's what I here from my mom and dad every time they fly US - "Wow, your airline has some really old flight attendants. I think they are even older than we are" My folks are in their 70/80s. Then there are the comments from friends saying the same thing.

Or why don't you fly the phx/lax east flight and see if you can get a drink - LOL No drinks because of "TURBULENCE" when there isn't any. hahahahahha! If these Easties or Eastholes don't want to work get them out. I'm not sure what you mean about Stepford stare etc...I think that it is a better look than some of the East's aging old, floppity moppity, saggy faced, bristle haired denture wearing pathetic vericosed veined crabby appletons whose kids hate them so much they won't support them.

There. In your face!

The job requirements need to be refitted so that physical fitness is also included. This should entail the ability to crawl over three rows of seats in 20 seconds.

Again, this is not a F/A problem, this is a US problem.

There's an easy solution: offer a decent buyout and then get out of the way so you don't get stampeded.

Reality: US doesn't care about customer perception/ service/ morale.

If they did, they'd fix it.

BTW, take a look at the customers. Why should the staff look much different?

As for the Stepford stare, I'll leave that explanation to someone who has experienced a good dose of it.

And just so you know, these ladies are waaaaaaaaaaaaaay too tough to shrink from your malicious ageism. They'd eat you for breakfast.

 

[crazystnic]

Bottom Line, Southwest has happier employees due to be treated right.

Jet Blue has a better product due to the "fun" they bring to flying .... 36 channels , better seating, free bag, non stop flights.

I flew home the other day in row 22 of a 737... OMG.... Doug should put his family in that seat.

I had to get up and sit on the FA jumpseat when they went in the aisle to serve... the seat was so bad and cramped.

At the end of the flight every passenger in the last 2 rows did nothing but complain about the seating.. I can't blame them.

I'm not big , but that seat should not even be sold...

TERRIBLE>