Comments on: Soaring fuel costs prompts US Airways awards belt-tightening — or does it?

By: NikkiT

NikkiT — Tue, 21 Oct 2008 18:02:12 +0000

Our trip to Barcelona was nixxed by delays on the part of US Airways…Awaiting a reply from management.

By: Elise Eberwein

Elise Eberwein — Wed, 14 May 2008 17:15:58 +0000

I am not trying to become a regular poster here, nor do I want to start a string of debate on this website. However, I was disappointed to see that my forwarding of a note incorrectly indicates that I did not read it at all. I think it’s mrbadexample who states the same, so just setting the record straight if I may. My e mail is set in a view pane (as opposed to opening each e mail individually) so I can read them more quickly. Attachments can also be viewed in this way, not always, but most of the time….so please know that just because an e mail was forwarded does not mean it wasn’t read. If you want to know if I personally read something, ask me. I’ll usually get back to people who take the time to send a note. Might take a few days if I’m traveling but will always try. Our Customer Team is headed up by a fairly new and really energetic and engaging person too, and I know she (Kerry Hester) also takes the time to read inbound comments. Thanks for letting me clarify, and I also appreciate your taking the time to read this note, Elise

By: FREQUENTLY AGRIVATED

FREQUENTLY AGRIVATED — Fri, 22 Feb 2008 11:42:56 +0000

Its really hopeless to think they will care about their passengers ever, especially when you take a look at how they treat their employees.

By: tommost

tommost — Thu, 21 Feb 2008 04:12:11 +0000

What’s left in the program? Priority boarding? Great. Crappy first class seats? Woo. Time for a new airline.

By: Ed

Ed — Tue, 19 Feb 2008 23:21:16 +0000

This is why I don’t own an airline rewards card or belong to an airline branded rewards program.
Don’t get me wrong…I have…and use frequently…a rewards card, but my card allows me to redeem my “points” for anything, including airline tickets! After I’ve accumulated enough points, I call the rewards desk up on the phone and redeem the points for whatever I want…usually airline tickets. And most times, I can choose the airline I want to fly on! Back in September of last year, I traded my rewards points for a round trip to Hawaii and a rental car, and redeemed my timeshare week for Maui and spent two wonderful weeks in Hawaii and only spent $800 for a hotel for the other week!
That’s the way to take vacations…free (or mostly free!)
Ed
web/gadget guru

By: Mike

Mike — Mon, 18 Feb 2008 15:01:09 +0000

In the end this policy change will only survive if other airlines match it. If so, US Airways management will will be able to say that they have accomplished implementing yet another devaluation of the frequent flyer programs and customer experience in the industry. I suspect that they would feel good about that. What a shame.

The PR spin has become so tiersome. Do they really think that anyone will see this as “maintaining the benefits that you’ve come to expect”? They seem to take more pride in thier ability to manipulate facts than they do in running a good airiline. I feel sorry for people who have that sort of strategy in life.

By: Charles

Charles — Mon, 18 Feb 2008 05:02:09 +0000

I have a USAirways credit card which is the one I use most frequently out of all my cards. If I cancel it and tell USAirways I cancelled because of this little stunt they’ve pulled, will it make Douglas Parker cry ?

By: BruceInCharlotte

BruceInCharlotte — Mon, 18 Feb 2008 04:44:22 +0000

This is just one more way of beating on their best and most profitable customers, the elite frequent fliers. USAir continues to weaken the value of their Dividend Miles program to the point that I’m wondering if my loyalty to USAir provides any bonus. Why should I choose to spend my travel budget with USAir compared to Delta or Northwest.

In just the last few months, US Air has…
- increased the mileage requirements for domestic upgrades
- increased mileage requirements for international upgrades
- added a hidden $5 booking fee.
- eliminated the 500 mile bonus for online booking
- eliminated Y/B class-of-service bonuses
- reduced Gold elite and Silver elite bonus miles by 50% each

Further, they are watering down their product by
- reducing the recline pitch on domestic First class seats
- reducing the number of available First class seats
- removing closets from First class in some aircraft

USAir continues to look more and more like one of those no-frills airlines and as they continue to reward me less for choosing USAir over other airlines, they get less of my loyalty. Being a Dividend Miles “Gold” is becoming little different than being a regular customer.

By: Beth

Beth — Mon, 18 Feb 2008 01:32:15 +0000

This new policy is a slap in the face to the frequent flier customers who provide the most revenue to the company.

I wrote a letter to US management and the Executive Offices and received only a form letter response.

Based on the reaction/rebellion/jumping ship that this policy change has caused, I will bet the other airlines will NOT follow suit. They are just waiting for the herds of US short-haul, high revenue business people to come knocking at their doors asking for their status matches and bringing their business spending in tow. If I flew from DCA to LGA very frequently and earned 185 miles each way, but could fly on DL and earn 500 miles each way, I would choose DL, even if they have cattle-call boarding and all-coach seating. It is not just about the PQMs, it is about being able to earn mileage more quickly for a family vacation or a dream trip abroad.

Beth, short-haul flier
90 segments and 48865 miles in 2007

By: Paul

Paul — Mon, 18 Feb 2008 00:10:24 +0000

This is just another stupid (or beyond stupid )move by the sand castle.

By: Beth

Beth — Sun, 17 Feb 2008 22:14:22 +0000

What I find interesting is that this policy change is an attack on frequent fliers, who are the bread and butter of most airlines, not the infrequent leisure traveler. It seems almost intentional. Why would they want to punish us?

Based on the reaction/rebellion/jumping ship that this DM policy change has caused, I bet the other airlines will NOT follow suit. They are just waiting for the herds of US short-haul, high revenue business people to come knocking at their doors asking for their status matches and bringing their large business spending in tow.

If I flew from DCA to LGA very frequently and earned 185 miles each way, but could fly on DL and earn 500 miles each way, I would choose DL, even if though they do have cattle-call boarding and all-coach seating. It is not just about earning elite miles, it is about being able to earn mileage more quickly for a family vacation or a dream trip abroad as a sort of reward for all of the short hauls.

As a short-hauler who flew 90 segments last year on US and received just one form letter reply from US management in response to the letter I wrote last week, I have learned that unfortunately, we should not have any expectations of being heard or responded to in a thoughtful and personal way. The only thing that speaks to this management is revenue with no consideration for employees or loyal customers. If we take our business away, then maybe they will get it.

By: jagadheep

jagadheep — Sun, 17 Feb 2008 21:59:03 +0000

Totally agree that “fuel costs” is just a smokescreen for this latest change to DM. And you gotta love these folk who market everything as an “enhancement to the program”. It looks like someone did a spreadsheet on the cost of mileage redemption, and decided this would be a wonderful way to save cost. What that someone did not take into account was the loss of revenue when a number of people jump ship to other carriers, which is going to offset by a huge amount what little they are saving by this measure.

By: Art

Art — Sun, 17 Feb 2008 18:53:04 +0000

This is another example of the high cost of cheap. I think they are being disingenuous when they blame this on the high cost of fuel. There are a number of other steps they could have taken to save money, but instead they choose to mount what amounts to another frontal assault on high yield customers who provide a disproportionate share of the revenue.

Instead of UA’s move, which, although somewhat distasteful to the traveling public, is fair because it is aimed at leisure travelers, who typically pay the lowest fares, US has chosen to penalize those who fly the most. Shuttle fares range from $400-$600, yielding in most cases MORE than $1 a mile, while PHL-BOS often prices at $800 or more. On TOP of that, they just announced they will start BUF-ALB again, with B-1900′s at $1100+ per ticket….and THESE are the people they want to penalize?????

How about settling with labor, and getting one contract for each work group? How much money is being wasted by duplicitous functions because east and west won’t play well together? There are untold efficiencies and savings to be had with a cooperative work force.

How about thinking about what something will cost long term before taking what appears to be the cheapest option? How about considering the weight of new components of aircraft interiors before jumping at the cheapest option?

How about telling the truth about why you do things? Like having cash invested in investment instruments which are likely to lose boatloads of money?

This company is only winning one race–the race to the bottom……..

By: jimcander

jimcander — Sun, 17 Feb 2008 17:56:14 +0000

Well… as a US flyer in a captive Northeast market, they’ve finally done it. They’ve made me seriously think about making a switch to some other airline even though it would be a huge hassle. As a CP for the past 8 years (all on segments with 150+ segments last year) they have made ALOT of money on me. I figure in excess of $75K a year. A drop in the bucket compared to the whole number, but I would bet the migration to the competition that happened last year is going to make their heads spin now.

By: MrBadExample

MrBadExample — Sun, 17 Feb 2008 00:43:31 +0000

Don’t be quiet, Speak out. If you don’t then every airline will follow suit

Here’s how.

executive.office@usairways.com – Phone number is 480-693-2341
brad.beakley@usairways.com – Vice President, Reservations and Inventory Services
travis.christ@usairways.com – Vice President, Sales and Marketing
douglas.parker@usairways.com – Chairman and Chief Executive Officer
elise.eberwein@usairways.com – Senior Vice President, People, Communication and Culture
scott.kirby@usairways.com – President
robert.isom@usairways.com – Executive Vice President and Chief Operating Officer
suzanne.boda@usairways.com – Senior Vice President, East Coast, International and Cargo Operations
kerry.hester@usairways.com – Vice President Customer Service Planning
tom.trenga@usairways.com – Vice President, Revenue Management
andrew.nocella@usairways.com – Vice President, Revenue Management

What we request is if you e-mail more than one of the above, and we encourage you to do so, that you send them individually not as one e-mail to everyone. Snail mail is even more effective. The regular Customer Relations address is:

US Airways
Attention: Customer Relations
4000 E. Sky Harbor Blvd.
Phoenix, AZ 85034
Fax: 480-693-2300

Address for Corporate Executives

US Airways Corporate Headquarters
111 W. Rio Salado Parkway
Tempe, AZ 85281
480-693-0800

Take note of Ms. Eberwein’s title: Senior Vice President, People, Communication and Culture

Note the word “communication” in the job title. I guess she only communicates with those who agree with her. Let’s keep her busy deleting e-mails from those who pay her salary-IT’s THE CUSTOMER STUPID!