Click here to close now.




















Welcome!

Agile Computing Authors: Carmen Gonzalez, Samuel Scott, Greg O'Connor, Pat Romanski, Yeshim Deniz

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
With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo in 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 and the leading industry players in the world. The Internet of Things (IoT) is the most profound change in personal an...
Containers are not new, but renewed commitments to performance, flexibility, and agility have propelled them to the top of the agenda today. By working without the need for virtualization and its overhead, containers are seen as the perfect way to deploy apps and services across multiple clouds. Containers can handle anything from file types to operating systems and services, including microservices. What are microservices? Unlike what the name implies, microservices are not necessarily small, but are focused on specific tasks. The ability for developers to deploy multiple containers – thous...
Contrary to mainstream media attention, the multiple possibilities of how consumer IoT will transform our everyday lives aren’t the only angle of this headline-gaining trend. There’s a huge opportunity for “industrial IoT” and “Smart Cities” to impact the world in the same capacity – especially during critical situations. For example, a community water dam that needs to release water can leverage embedded critical communications logic to alert the appropriate individuals, on the right device, as soon as they are needed to take action.
The Internet of Things is in the early stages of mainstream deployment but it promises to unlock value and rapidly transform how organizations manage, operationalize, and monetize their assets. IoT is a complex structure of hardware, sensors, applications, analytics and devices that need to be able to communicate geographically and across all functions. Once the data is collected from numerous endpoints, the challenge then becomes converting it into actionable insight.
Manufacturing connected IoT versions of traditional products requires more than multiple deep technology skills. It also requires a shift in mindset, to realize that connected, sensor-enabled “things” act more like services than what we usually think of as products. In his session at @ThingsExpo, David Friedman, CEO and co-founder of Ayla Networks, will discuss how when sensors start generating detailed real-world data about products and how they’re being used, smart manufacturers can use the data to create additional revenue streams, such as improved warranties or premium features. Or slash...
While many app developers are comfortable building apps for the smartphone, there is a whole new world out there. In his session at @ThingsExpo, Narayan Sainaney, Co-founder and CTO of Mojio, will discuss how the business case for connected car apps is growing and, with open platform companies having already done the heavy lifting, there really is no barrier to entry.
As more intelligent IoT applications shift into gear, they’re merging into the ever-increasing traffic flow of the Internet. It won’t be long before we experience bottlenecks, as IoT traffic peaks during rush hours. Organizations that are unprepared will find themselves by the side of the road unable to cross back into the fast lane. As billions of new devices begin to communicate and exchange data – will your infrastructure be scalable enough to handle this new interconnected world?
Through WebRTC, audio and video communications are being embedded more easily than ever into applications, helping carriers, enterprises and independent software vendors deliver greater functionality to their end users. With today’s business world increasingly focused on outcomes, users’ growing calls for ease of use, and businesses craving smarter, tighter integration, what’s the next step in delivering a richer, more immersive experience? That richer, more fully integrated experience comes about through a Communications Platform as a Service which allows for messaging, screen sharing, video...
Consumer IoT applications provide data about the user that just doesn’t exist in traditional PC or mobile web applications. This rich data, or “context,” enables the highly personalized consumer experiences that characterize many consumer IoT apps. This same data is also providing brands with unprecedented insight into how their connected products are being used, while, at the same time, powering highly targeted engagement and marketing opportunities. In his session at @ThingsExpo, Nathan Treloar, President and COO of Bebaio, will explore examples of brands transforming their businesses by t...
The 3rd International WebRTC Summit, to be held Nov. 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA, announces that its Call for Papers is now open. Topics include all aspects of improving IT delivery by eliminating waste through automated business models leveraging cloud technologies. WebRTC Summit is co-located with 15th International Cloud Expo, 6th International Big Data Expo, 3rd International DevOps Summit and 2nd Internet of @ThingsExpo. WebRTC (Web-based Real-Time Communication) is an open source project supported by Google, Mozilla and Opera that aims to enable bro...
WebRTC has had a real tough three or four years, and so have those working with it. Only a few short years ago, the development world were excited about WebRTC and proclaiming how awesome it was. You might have played with the technology a couple of years ago, only to find the extra infrastructure requirements were painful to implement and poorly documented. This probably left a bitter taste in your mouth, especially when things went wrong.
SYS-CON Events announced today the Containers & Microservices Bootcamp, being held November 3-4, 2015, in conjunction with 17th Cloud Expo, @ThingsExpo, and @DevOpsSummit at the Santa Clara Convention Center in Santa Clara, CA. This is your chance to get started with the latest technology in the industry. Combined with real-world scenarios and use cases, the Containers and Microservices Bootcamp, led by Janakiram MSV, a Microsoft Regional Director, will include presentations as well as hands-on demos and comprehensive walkthroughs.
The 17th International Cloud Expo has announced that its Call for Papers is open. 17th International Cloud Expo, to be held November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, brings together Cloud Computing, APM, APIs, Microservices, Security, Big Data, Internet of Things, DevOps 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 your speaking proposal today!
With the Apple Watch making its way onto wrists all over the world, it’s only a matter of time before it becomes a staple in the workplace. In fact, Forrester reported that 68 percent of technology and business decision-makers characterize wearables as a top priority for 2015. Recognizing their business value early on, FinancialForce.com was the first to bring ERP to wearables, helping streamline communication across front and back office functions. In his session at @ThingsExpo, Kevin Roberts, GM of Platform at FinancialForce.com, will discuss the value of business applications on wearable ...
In his session at @ThingsExpo, Lee Williams, a producer of the first smartphones and tablets, will talk about how he is now applying his experience in mobile technology to the design and development of the next generation of Environmental and Sustainability Services at ETwater. He will explain how M2M controllers work through wirelessly connected remote controls; and specifically delve into a retrofit option that reverse-engineers control codes of existing conventional controller systems so they don't have to be replaced and are instantly converted to become smart, connected devices.
SYS-CON Events announced today that HPM Networks will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. For 20 years, HPM Networks has been integrating technology solutions that solve complex business challenges. HPM Networks has designed solutions for both SMB and enterprise customers throughout the San Francisco Bay Area.
All major researchers estimate there will be tens of billions devices - computers, smartphones, tablets, and sensors - connected to the Internet by 2020. This number will continue to grow at a rapid pace for the next several decades. With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo, November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be.
SYS-CON Events announced today that Pythian, a global IT services company specializing in helping companies leverage disruptive technologies to optimize revenue-generating systems, has been named “Bronze Sponsor” of SYS-CON's 17th Cloud Expo, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Founded in 1997, Pythian is a global IT services company that helps companies compete by adopting disruptive technologies such as cloud, Big Data, advanced analytics, and DevOps to advance innovation and increase agility. Specializing in designing, imple...
Too often with compelling new technologies market participants become overly enamored with that attractiveness of the technology and neglect underlying business drivers. This tendency, what some call the “newest shiny object syndrome,” is understandable given that virtually all of us are heavily engaged in technology. But it is also mistaken. Without concrete business cases driving its deployment, IoT, like many other technologies before it, will fade into obscurity.
With the proliferation of connected devices underpinning new Internet of Things systems, Brandon Schulz, Director of Luxoft IoT – Retail, will be looking at the transformation of the retail customer experience in brick and mortar stores in his session at @ThingsExpo. Questions he will address include: Will beacons drop to the wayside like QR codes, or be a proximity-based profit driver? How will the customer experience change in stores of all types when everything can be instrumented and analyzed? As an area of investment, how might a retail company move towards an innovation methodolo...