Welcome!

Agile Computing Authors: Jonathan Fries, Elizabeth White, Tim Hinds, Liz McMillan, Pat Romanski

News Feed Item

US Airways Announces Customer Service Initiatives

Airline to Hire More Than 1,000 New Team Members; Upgrade Existing Technology and Replace Older Kiosks; Improve Flexibility for

TEMPE, Ariz., April 26 /PRNewswire-FirstCall/ -- US Airways today announced a series of customer service initiatives designed to improve reliability and meet its customers' needs. The initiatives include a major increase in airport staffing, improved re-accommodation capabilities, state-of-the-art kiosk technology and other product enhancements.

(Logo: http://www.newscom.com/cgi-bin/prnh/20050223/LAW097LOGO )

Chairman and CEO Doug Parker said, "The people of US Airways are dedicated to meeting our customers' needs. We did not do that in the first quarter of 2007 and are taking the necessary steps to improve our performance. Most of our reliability issues were related to a difficult reservations system migration and that project is now back on track. That issue did highlight some other areas of service improvement opportunity, including increasing airport staffing, improving our customer re-accommodation process during non-routine operations, and improving the product offering for some of our most loyal and frequent customers."

Increased Airport Staffing

US Airways has already begun an aggressive hiring plan to place more than 1,000 new team members in positions at airports throughout its system this summer. In addition to filling open slots, these new employees will allow the airline to get ahead of normal summer attrition cycles as well as create new customer service centers in the airline's Eastern region.

Improved Customer Re-Accommodation

Approximately 80 of the airline's new positions will create POC (Passenger Operations Control) centers at the airline's Philadelphia and Charlotte hubs and at Boston and Washington National similar to what currently exists in the airline's Phoenix hub. POC centers monitor all inbound hub flight activity and identify customers who are on flights that for whatever reason, (weather, air traffic congestion, etc.), might miss their connecting flights. These travel professionals interact closely with the airline's System Support Center to rebook passengers who may misconnect even before the inbound flight lands.

The POC team prepares everything the customer needs, such as gate information and a new boarding pass on US Airways' next flight or, when applicable, flight information for an alternative on another carrier. The POC staff also prepares meal vouchers and hotel accommodations if there are no other flight choices that day. The best part about this program is POC personnel take the whole re-accommodation package to the gate and meet the inbound flight. Once there, they hand the customer their new flight information as they deplane the aircraft.

Improved Kiosk Technology

Since moving to one reservations system in early March, self-service kiosks in many of the airline's eastern region cities have not operated with acceptable reliability standards. US Airways has begun a replacement plan that will bring in 600 new state-of-the-art machines. The first deliveries will arrive in late May.

Flexibility for Loyal Road Warriors

Vice President, Sales and Marketing Travis Christ said, "In addition to customer feedback we've received since our merger, we also recently surveyed thousands of our Dividend Miles members. Our Preferred frequent flyers have told us they want more flexibility and more importantly, they want that flexibility without feeling nickel and dimed every time their travel plans change."

The airline has already begun programming and training for a new policy that will waive the $25 standby fee at the airport for Preferred Dividend Miles members. Lead times for programming and training are not lengthy and the airline anticipates this program will be up and running no later than June.

On Board the Plane

Beginning as early as June and continuing throughout the fall, US Airways will make a series of upgrades to its in-flight experience focusing specifically on its transcontinental and transatlantic flights. Christ continued, "Flight attendants and customers have provided helpful input on our current product offering and have suggested ways we can enhance the in-flight experience, including upgraded meals and an improved wine selection."

Among the enhancements: First and Envoy Class (Domestic and Transatlantic) * Enhance the quality of meal and snack options as well as wine offerings * Add glassware and silverware on First Class meal flights * Modify in-flight service procedures to enhance our customer's overall experience Coach and Economy Class (Domestic and Transatlantic) * Buy on Board (Coach Class) -- improve the food quality, expand the product offering and increase the number of meals stocked on each flight * Test premium beverages for sale such as wines by the glass * Improve the quality and modify the complimentary meals in Economy Class on transatlantic flights Boeing 757 Transatlantic Cabin Upgrade

The airline is also improving cabin amenities on all Boeing 757s dedicated to its transatlantic flights. These fleet improvements will be on the line beginning in May and include:

* Envoy Class * Fully-electric seats with "new look" fabric, adjustable headrests, 160 degree recline, 60" pitch and 110 volt adapter free AC power * New personal video and audio entertainment devices with on-demand entertainment options Boeing 767 Fleet Cabin Upgrade

As previously announced, the airline continues its $20 million capital improvement plan to upgrade its 767 fleet. Although the overhaul won't be complete until the first quarter 2008, improvements will include:

* Envoy Class * New near lie-flat seats with "new look" seat fabric, drop-down armrests, 110 volt adapter free AC power, oversized tray tables, privacy dividers and built-in water bottle storage * New personal video and audio entertainment devices with on-demand entertainment options * Refreshed cabin interior with "new look" sidewalls and dividers, in addition to new overhead bin doors, lavatories and carpet for a clean, modern appearance * Economy Class * New digital media file servers for better in-flight video and audio entertainment quality combined with new LCD flat screens * New leather seating * Refreshed cabin interior with "new look" sidewalls and dividers, in addition to new overhead bin doors, lavatories and carpet for a clean, modern appearance

US Airways is the fifth largest domestic airline employing more than 35,000 aviation professionals worldwide. US Airways, US Airways Shuttle and US Airways Express operate approximately 3,800 flights per day and serve more than 230 communities in the U.S., Canada, Europe, the Caribbean and Latin America. The new US Airways -- the product of a merger between America West and US Airways in September 2005 -- is a member of the Star Alliance network, which offers our customers 16,000 daily flights to 855 destinations in 155 countries worldwide. This press release and additional information on US Airways can be found at http://www.usairways.com/. (LCCG)

-LCC-

US Airways

CONTACT: US Airways Media Relations, +1-480-693-5729

Web site: http://www.usairways.com/

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

@ThingsExpo Stories
SYS-CON Events announced today that MangoApps will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. MangoApps provides modern company intranets and team collaboration software, allowing workers to stay connected and productive from anywhere in the world and from any device. For more information, please visit https://www.mangoapps.com/.
A strange thing is happening along the way to the Internet of Things, namely far too many devices to work with and manage. It has become clear that we'll need much higher efficiency user experiences that can allow us to more easily and scalably work with the thousands of devices that will soon be in each of our lives. Enter the conversational interface revolution, combining bots we can literally talk with, gesture to, and even direct with our thoughts, with embedded artificial intelligence, wh...
The IoT is changing the way enterprises conduct business. In his session at @ThingsExpo, Eric Hoffman, Vice President at EastBanc Technologies, discuss how businesses can gain an edge over competitors by empowering consumers to take control through IoT. We'll cite examples such as a Washington, D.C.-based sports club that leveraged IoT and the cloud to develop a comprehensive booking system. He'll also highlight how IoT can revitalize and restore outdated business models, making them profitable...
SYS-CON Events announced today that ContentMX, the marketing technology and services company with a singular mission to increase engagement and drive more conversations for enterprise, channel and SMB technology marketers, has been named “Sponsor & Exhibitor Lounge Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York City, New York. “CloudExpo is a great opportunity to start a conversation with new prospects, but what happens after the...
The essence of data analysis involves setting up data pipelines that consist of several operations that are chained together – starting from data collection, data quality checks, data integration, data analysis and data visualization (including the setting up of interaction paths in that visualization). In our opinion, the challenges stem from the technology diversity at each stage of the data pipeline as well as the lack of process around the analysis.
The 19th International Cloud Expo has announced that its Call for Papers is open. Cloud Expo, to be held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, brings together Cloud Computing, Big Data, Internet of Things, DevOps, Containers, Microservices and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportunity. Submit y...
Internet of @ThingsExpo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with the 19th International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world and ThingsExpo New York Call for Papers is now open.
Designing IoT applications is complex, but deploying them in a scalable fashion is even more complex. A scalable, API first IaaS cloud is a good start, but in order to understand the various components specific to deploying IoT applications, one needs to understand the architecture of these applications and figure out how to scale these components independently. In his session at @ThingsExpo, Nara Rajagopalan is CEO of Accelerite, will discuss the fundamental architecture of IoT applications, ...
In his session at 18th Cloud Expo, Bruce Swann, Senior Product Marketing Manager at Adobe, will discuss how the Adobe Marketing Cloud can help marketers embrace opportunities for personalized, relevant and real-time customer engagement across offline (direct mail, point of sale, call center) and digital (email, website, SMS, mobile apps, social networks, connected objects). Bruce Swann has more than 15 years of experience working with digital marketing disciplines like web analytics, social med...
SYS-CON Events announced today that Enzu, a leading provider of cloud hosting solutions, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Enzu’s mission is to be the leading provider of enterprise cloud solutions worldwide. Enzu enables online businesses to use its IT infrastructure to their competitive advantage. By offering a suite of proven hosting and management services, Enzu wants companies to foc...
Customer experience has become a competitive differentiator for companies, and it’s imperative that brands seamlessly connect the customer journey across all platforms. With the continued explosion of IoT, join us for a look at how to build a winning digital foundation in the connected era – today and in the future. In his session at @ThingsExpo, Chris Nguyen, Group Product Marketing Manager at Adobe, will discuss how to successfully leverage mobile, rapidly deploy content, capture real-time d...
IoT generates lots of temporal data. But how do you unlock its value? How do you coordinate the diverse moving parts that must come together when developing your IoT product? What are the key challenges addressed by Data as a Service? How does cloud computing underlie and connect the notions of Digital and DevOps What is the impact of the API economy? What is the business imperative for Cognitive Computing? Get all these questions and hundreds more like them answered at the 18th Cloud Expo...
As cloud and storage projections continue to rise, the number of organizations moving to the cloud is escalating and it is clear cloud storage is here to stay. However, is it secure? Data is the lifeblood for government entities, countries, cloud service providers and enterprises alike and losing or exposing that data can have disastrous results. There are new concepts for data storage on the horizon that will deliver secure solutions for storing and moving sensitive data around the world. ...
What a difference a year makes. Organizations aren’t just talking about IoT possibilities, it is now baked into their core business strategy. With IoT, billions of devices generating data from different companies on different networks around the globe need to interact. From efficiency to better customer insights to completely new business models, IoT will turn traditional business models upside down. In the new customer-centric age, the key to success is delivering critical services and apps wit...
SYS-CON Events announced today that 24Notion has been named “Bronze Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York, New York. 24Notion is full-service global creative digital marketing, technology and lifestyle agency that combines strategic ideas with customized tactical execution. With a broad understand of the art of traditional marketing, new media, communications and social influence, 24Notion uniquely understands how to con...
WebRTC is bringing significant change to the communications landscape that will bridge the worlds of web and telephony, making the Internet the new standard for communications. Cloud9 took the road less traveled and used WebRTC to create a downloadable enterprise-grade communications platform that is changing the communication dynamic in the financial sector. In his session at @ThingsExpo, Leo Papadopoulos, CTO of Cloud9, will discuss the importance of WebRTC and how it enables companies to fo...
SYS-CON Events announced today TechTarget has been named “Media Sponsor” of SYS-CON's 18th International Cloud Expo, which will take place on June 7–9, 2016, at the Javits Center in New York City, NY, and the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. TechTarget is the Web’s leading destination for serious technology buyers researching and making enterprise technology decisions. Its extensive global networ...
Korean Broadcasting System (KBS) will feature the upcoming 18th Cloud Expo | @ThingsExpo in a New York news documentary about the "New IT for the Future." The documentary will cover how big companies are transmitting or adopting the new IT for the future and will be filmed on the expo floor between June 7-June 9, 2016, at the Javits Center in New York City, New York. KBS has long been a leader in the development of the broadcasting culture of Korea. As the key public service broadcaster of Korea...
With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo 2016 in New York and Silicon Valley. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be! Internet of @ThingsExpo, taking place Nov 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 17th Cloud Expo and will feature technical sessions from a rock star conference faculty ...
There are several IoTs: the Industrial Internet, Consumer Wearables, Wearables and Healthcare, Supply Chains, and the movement toward Smart Grids, Cities, Regions, and Nations. There are competing communications standards every step of the way, a bewildering array of sensors and devices, and an entire world of competing data analytics platforms. To some this appears to be chaos. In this power panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, panelists will discuss the vast to...