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WHAT IS WRONG WITH US AIRWAYS?

What is wrong with US Airways? Why are so many US Airways Flight Attendants unhappy? Why are customer service complaints at an all time high?

Easy answer- this Company refuses to listen to anyone but themselves and there is no customer service.

Three years after the financial merger between US Airways and America West, the new US Airways operates two airlines- an established legacy East coast semi-global carrier and a regional West coast low cost carrier. US Airways management is dominated by former America West senior management who continue to base decisions on their former regional low cost model.

Flight Attendants and passengers, working and flying on both networks, suffer from decisions dominated by managers schooled in saving money-not running an airline. In short-things are done on the cheap.

Case in point- Union leaders asked the following question over two years ago:

Why are we selling Buy on Board meals in the coach cabin and not offering a meal in First Class on the same flight segment? The answer at the time was, "disconnect between flight time and meal parameters existed". "A new meal service protocol was in development".

Two years later, First Class customers still pine away without a meal, while Flight Attendants sell meals in Coach. Pity the poor Flight Attendant serving the First Class customers and, more importantly, pity the First Class customers. For now, US Airways is choosing money over customer satisfaction.

Six months ago, in response to record high fuel prices, US Airways became the industry leader in ancillary fees. The airline added fees for checked bags, window and aisles seats, talking to a "live" reservation agent (of an unknown nationality) and a fee for booking a "free" frequent flyer reward ticket P. As a final insult to both customers and Flight Attendants, the airline began charging $2 for soft drinks and $1 for coffee and tea in August. The Union vehemently opposed the sale of beverages onboard the aircraft because of passenger complaints. The company also decided to remove all onboard video/audio entertainment.

When the new fees were added, US Airways President, Scott Kirby touted the fees as a "new model for an industry that needs to respond to oil priced at over $140 a barrel". Kirby went on to say, "with oil this high it costs $300 per passenger in fuel alone for an average round trip".

With oil now below $50 a barrel, the airline continues to subject customers to the fees and in fact has plans to add a fee for pillows and blankets. For now US Airways is choosing money over customer satisfaction.

US Airways has announced a new route- Philadelphia to Tel Aviv- to increase US Airways' international presence. The new route is a smart move, but once again the airline is operating on the cheap. Flying for over 12 hours, to the other side of the planet, is not without a cost to both customers and crews. The average round trip fare is over $2000.

Federal Air Regulations require an isolated crew rest area for pilots, but do not require the same for Flight Attendants. In order to insure safe and well rested cabin crews, all other United States flag carriers provide isolated crew rest bunks for their Flight Attendants.

Rather than follow the industry standard of an isolated crew bunk area for Flight Attendants, US Airways has ignored a contractual obligation to negotiate working conditions for new long haul flying, and instead offered the Union and its' Flight Attendants the use of ottomans in conjunction to the existing transatlantic coach crew rest seats. The company's response is unacceptable and per the contract will be submitted for arbitration. The dispute will likely go to the National Mediation Board for resolution. For now US Airways, is choosing money over safety.

This past Thanksgiving holiday week, US Airways decided to cancel numerous European flights due to a perceived lack of demand. While not uncommon in the industry, this "pull down" forces crews to deadhead around Europe and changes to numerous hotel accommodations. The Company assured the Union all crew deadheads and hotel accommodations were in order. As it turned out the Company's assurances were invalid. Over the past two days, the Union has received, and continues to receive numerous reports of crews without proper deadhead authorizations, no hotel transportation and no hotel accommodations. After flying all night to European, destinations, crews had to fend for themselves to secure transportation and hotel rooms. The Union will hold accountable those mid-level managers in Tempe that let our members down.

The Union is currently in negotiations to merge the East and West contracts. Our Thanksgiving message to the Company is this:

US Airways management recently conducted meetings with line Flight Attendants to discuss various company initiatives. A theme at one of the meetings was a recap of the increasing number of onboard complaints by customers regarding the lack of customer service. The thrust of the meeting was to brace those in attendance with respect and seek improvement.

To recap:

• The Company has a "disconnect" with First Class Service

• The Company is charging customers for non-alcoholic beverages

• The Company will start charging for pillows and blankets

• The Company has removed all video/audio entertainment

• The Company has devalued "Frequent Flyer" benefits

Now the Company comes to the Flight Attendants and tells our members they must do more to alleviate the complaints.

The Company is currently in negotiations with the Union to reach a merged contract between the East and West Flight Attendants. Both groups currently work under substandard contracts and neither will ratify an agreement that does not substantially improve our lives. The company is fully aware of the inequities of the current agreements. The company is aware of the loss of benefits to the East members, the lack of pay parity for the West members and the substandard treatment of our members on Reserve status.

Three years of negotiations have resulted in some paper improvements but until a deal is inked there is no real improvement for any Flight Attendant.

The company's mantra that Flight Attendants are the sole cure for customer complaints is an unrealistic demand. The company is in power to remedy both customer complaints and the needs of the people that serve their customers.

Mike Flores/ MEC President
Buddy Brannon/ MEC Vice President
Deb McCormick/ MEC Secretary Treasurer
Alin Boswell/ LECP Council 41 (DCA)
Lynne Caramello/ LECP Council 69 (BOS)
John McCorkle/ LECP Council 70 (PHL)
Rob Wessinger/ LECP Council 82 (LGA)
Ann Crowley/ LECP Council 89 (CLT)
 

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AFA US Airways Website

www.afausairways.org

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AFA Local Numbers
 
Council 41 DCA 703-212-8090
Council 69 BOS 781-289-8454
Council 70 PHL 215-492-0840
Council 82 LGA 315-736-3483
Council 89 CLT 704-527-0325

New Hotline Number Toll Free: 866-USA-AFA2
US AIRWAYS Benefits Information 800-872-4780

Reply to Inflight: askinflight@usairways.com

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