I just read this tidbit in today’s WSJ:
More than a thousand US Airways Group Inc. passengers suffered through long delays yesterday as the carrier combined the reservations systems of its two predecessor airlines, in an example of the complications that can result from airline mergers.
The problems at US Airways began when the airline’s kiosks at its hubs in Charlotte, N.C., and Philadelphia failed to come back online after being switched off as planned early in the morning. Kiosks in Las Vegas and San Diego also had problems. The failure left passengers with no option of checking in at the kiosks, which have increasingly replaced airline workers in recent years.
An airline spokesman said that though the migration to the new reservations system “went fine,” the kiosks caused a meltdown in the check-in process that left passengers waiting in line for as many as two hours in Philadelphia and Las Vegas, and as long as 2½ hours in Charlotte.
“We had these massive lines,” he said, adding that the airline had overstaffed in advance of the weekend to handle glitches.“
The last two paragraphs say it all- that is, says it all about inane doublespeak. The migration to the new reservations system went fine (2 1/2 hour delays)…. The airline overstaffed in advance of the weekend to handle glitches (“We had these massive lines”)….
Geesh.
A word of advice, Mr. Spokesman. When you screw up- come clean. Don’t treat your customers like idiots.
It’s obvious that there were problems with the migration, and that despite the increased staff, US Airways was not prepared. Apologize for the mistake and the inconvenience and promise that next time, if there is a next time, the airline will be better prepared.
But, then again, this is an airline that we’re talking about.
The story: US Air Logs Widespread Delays
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John Dormer said
Quit your complaining. It appears the public wants first class service for less than the cost of a 1950’s coach ticket. You are simply getting what you want, with the help of deregulation of basically only the low fare carriers, the majors have sliced the pay and benefits of their employees, cut expenses on needed infrastructure costs and catered to a slovinly public that can’t seem to understand that when an airline cuts its workforce and pay so you can fly cheeper than your latte, this is what you get. Enjoy your flight!!
daveorsborn said
John,
Which airline do you work for?
Why is it too much to expect simple honesty instead of this inane double-speak? Why say that the migration went well and that the airline “over” staffed when it is obvious that things didn’t go well as evidenced by 2 1/2 hour lines?
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