First of all, let me wish all my friends (as well as those who are not) at US Airways a Happy Healthy, and Secure New Year--and for those on the line a prosperous one. You guys and gals have been through alot, and although it seems unlikely, I hope this is the year for change for you--for the better.
I find the article which is the subject of this thread very interesting--in some ways for its fictional value. I mean, have they FIXED the reservation system? THEY may think so, but what do YOU think? From what I hear, the bandaids are just about falling off.
The airline has had a higher rate of customer complaints than any other major airline this year--so what do they do? Rather than address the real issues, they add minutes and pad the schedules--to improve OTP. Do they try to investigate and correct the fundamental reasons behind the consumer complaints??? Nahh--that would make too much sense...and would probably not be cost neutral.
They claim they know what customers are and are not willing to pay for...but did they ever ask? Again--no....they just make assumptions. They make ballyhoo announcements about the 767--but forget to mention they are adding coach capacity while reducing premium seating from 24 to 18--spin machine full speed ahead. New meals--new catering--is it too little too late? The time and duration restrictions remain in effect...while every other MAJOR airline with a premium cabin serves meals on 2 to 3 hour flights, they leave the limit at 3.5 hours. They announce a big new incentive for IFE---but will charge for most of it (and what do you want to bet they chose the cheapest system and it probably won't work?).
Can anyone see the pattern? Frequent Fliers are leaving in droves--so they give away status to people, SELL status, and create a new "level" of the program--Executive Club--for their few remaining high rollers--which is only free for 90 days--and then they plan to CHARGE for it?
To me it's all about revenue for them. I think perhaps the reason glass is not on the new F meal service is because they haven't figured out how to put ads on the glasses--so anyone but them pays for it. It's all in the execution--they occasionally have really good ideas, but fall apart on the execution--doing everything slightly better than half baked.
Perhaps they have come to the conclusion that they cannot reduce costs on the operational side (again employees are the enemy), so they are concentrating on raising revenue from non traditional sources (for an airline). Ads, marketing, charging for everything they can get away with......I find it very unsettling. They are FAILING at the running of the core business, so they are trying to make money any way they can -- the smoke and mirrors spin machine is twirling away.
Whether they like it or not, they MUST face the labor issues, and SOON. If they make peace with the employees, they will be able to realize the cost savings they need on the operational side. SOME of these savings can go to the bottom line, while others can be put into restoring some of the product--and regaining the high yield customers they have lost (and they HAVE lost regardless of what the spin machine says). Until the priorities become employees FIRST, customers SECOND and shareholders THIRD, there is no hope.
None of this is rocket science--much of it is common business sense---which is why it probably will never see the light of day from Tempe. The Frequent Flier is still the enemy, as is the employee....and until THAT fundamental attitude changes there is no hope.
I truly look forward to the day when I can give US Airways another chance--but as long as they show me they don't miss me, and don't care if I have left (and they have shown me JUST that), and until they get their operational and product act together, they remain my LAST choice...with no offense to the friends I have made on the line--know you had nothing to do with my decision.
My BEST to you all--- Happy New Year!
