I'm the first to admit I'm not a fan of USAir. Even though I fly cross-country on the airline as often as twice a week because their routes/schedules work for me, they're pushing me to the brink of finding a new carrier.
I'm thoroughly frustrated with the post-merger routine. I log on the USAir website, using a USAir frequent flyer number, and print out a USAir ticket. Whenever there's a problem or a question, though, a USAir employee says s/he can't help because I'm an America West customer! What they actually mean is that, 15 months after the merger, they still haven't merged their computer systems effectively. Take note USAir, when your Albany USAir ticket agent couldn't check me in all the way through the trip I booked as a single trip on your website, I could walk into the Business Center, hop on the internet, and check myself in! Doesn't that sound like something's wrong to you?
Speaking of things that are wrong: USAir lost my suitcase on Labor Day (see, "Abbott & Costello below) and had a draconian claims policy that only a compulsive record-keeper like me could successfully complete. I don't think they should be allowed to sell a window seat on the exit rows that would only comfortably fit a one-legged flyer. I've been on an increasing number of planes with broken seats, headseat jacks, and videotape players, making me wonder what else is broken? And, considering the literature about the spread of disease on airplanes, I was particularly disgusted by the discovery of an improperly installed soap dispenser that meant that for nearly four hours no one using the restroom had washed their hands (I fixed it. You're welcome.) With so many things going wrong, I just couldn't figure out what the airline was thinking.
I get it now, though. Late last year, CEO Doug Parker was on my flight from DCA to PHX. Several hours in, I realized that I hadn't seen a flight attendant in quite some time. In the galley, I discovered Mr. Parker holding court with the staff admidst much laughter. While that may have been a good opportunity for him or them to get face time, the customers were underserved and by the time we got off it was the messiest garbage-strewn plane I'd ever seen. Apparently, Mr. Parker isn't one of those roll-up-your-sleeves, help the crew, and meet the customer kind of guys. He seems to be one of those guys who thinks customers are just another point on the supply chain, instead of the sole reason for a company's existence and profits.
I'm thoroughly frustrated with the post-merger routine. I log on the USAir website, using a USAir frequent flyer number, and print out a USAir ticket. Whenever there's a problem or a question, though, a USAir employee says s/he can't help because I'm an America West customer! What they actually mean is that, 15 months after the merger, they still haven't merged their computer systems effectively. Take note USAir, when your Albany USAir ticket agent couldn't check me in all the way through the trip I booked as a single trip on your website, I could walk into the Business Center, hop on the internet, and check myself in! Doesn't that sound like something's wrong to you?
Speaking of things that are wrong: USAir lost my suitcase on Labor Day (see, "Abbott & Costello below) and had a draconian claims policy that only a compulsive record-keeper like me could successfully complete. I don't think they should be allowed to sell a window seat on the exit rows that would only comfortably fit a one-legged flyer. I've been on an increasing number of planes with broken seats, headseat jacks, and videotape players, making me wonder what else is broken? And, considering the literature about the spread of disease on airplanes, I was particularly disgusted by the discovery of an improperly installed soap dispenser that meant that for nearly four hours no one using the restroom had washed their hands (I fixed it. You're welcome.) With so many things going wrong, I just couldn't figure out what the airline was thinking.
I get it now, though. Late last year, CEO Doug Parker was on my flight from DCA to PHX. Several hours in, I realized that I hadn't seen a flight attendant in quite some time. In the galley, I discovered Mr. Parker holding court with the staff admidst much laughter. While that may have been a good opportunity for him or them to get face time, the customers were underserved and by the time we got off it was the messiest garbage-strewn plane I'd ever seen. Apparently, Mr. Parker isn't one of those roll-up-your-sleeves, help the crew, and meet the customer kind of guys. He seems to be one of those guys who thinks customers are just another point on the supply chain, instead of the sole reason for a company's existence and profits.