Welcome!

Agile Computing Authors: Ed Featherston, Yeshim Deniz, Elizabeth White, Stackify Blog, 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
In his keynote at 18th Cloud Expo, Andrew Keys, Co-Founder of ConsenSys Enterprise, provided an overview of the evolution of the Internet and the Database and the future of their combination – the Blockchain. Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life settle...
BnkToTheFuture.com is the largest online investment platform for investing in FinTech, Bitcoin and Blockchain companies. We believe the future of finance looks very different from the past and we aim to invest and provide trading opportunities for qualifying investors that want to build a portfolio in the sector in compliance with international financial regulations.
No hype cycles or predictions of a gazillion things here. IoT is here. You get it. You know your business and have great ideas for a business transformation strategy. What comes next? Time to make it happen. In his session at @ThingsExpo, Jay Mason, an Associate Partner of Analytics, IoT & Cybersecurity at M&S Consulting, presented a step-by-step plan to develop your technology implementation strategy. He also discussed the evaluation of communication standards and IoT messaging protocols, data...
Coca-Cola’s Google powered digital signage system lays the groundwork for a more valuable connection between Coke and its customers. Digital signs pair software with high-resolution displays so that a message can be changed instantly based on what the operator wants to communicate or sell. In their Day 3 Keynote at 21st Cloud Expo, Greg Chambers, Global Group Director, Digital Innovation, Coca-Cola, and Vidya Nagarajan, a Senior Product Manager at Google, discussed how from store operations and ...
In his session at 21st Cloud Expo, Raju Shreewastava, founder of Big Data Trunk, provided a fun and simple way to introduce Machine Leaning to anyone and everyone. He solved a machine learning problem and demonstrated an easy way to be able to do machine learning without even coding. Raju Shreewastava is the founder of Big Data Trunk (www.BigDataTrunk.com), a Big Data Training and consulting firm with offices in the United States. He previously led the data warehouse/business intelligence and B...
"IBM is really all in on blockchain. We take a look at sort of the history of blockchain ledger technologies. It started out with bitcoin, Ethereum, and IBM evaluated these particular blockchain technologies and found they were anonymous and permissionless and that many companies were looking for permissioned blockchain," stated René Bostic, Technical VP of the IBM Cloud Unit in North America, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Conventi...
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, whic...
Product connectivity goes hand and hand these days with increased use of personal data. New IoT devices are becoming more personalized than ever before. In his session at 22nd Cloud Expo | DXWorld Expo, Nicolas Fierro, CEO of MIMIR Blockchain Solutions, will discuss how in order to protect your data and privacy, IoT applications need to embrace Blockchain technology for a new level of product security never before seen - or needed.
Leading companies, from the Global Fortune 500 to the smallest companies, are adopting hybrid cloud as the path to business advantage. Hybrid cloud depends on cloud services and on-premises infrastructure working in unison. Successful implementations require new levels of data mobility, enabled by an automated and seamless flow across on-premises and cloud resources. In his general session at 21st Cloud Expo, Greg Tevis, an IBM Storage Software Technical Strategist and Customer Solution Architec...
Imagine if you will, a retail floor so densely packed with sensors that they can pick up the movements of insects scurrying across a store aisle. Or a component of a piece of factory equipment so well-instrumented that its digital twin provides resolution down to the micrometer.
When shopping for a new data processing platform for IoT solutions, many development teams want to be able to test-drive options before making a choice. Yet when evaluating an IoT solution, it’s simply not feasible to do so at scale with physical devices. Building a sensor simulator is the next best choice; however, generating a realistic simulation at very high TPS with ease of configurability is a formidable challenge. When dealing with multiple application or transport protocols, you would be...
Nordstrom is transforming the way that they do business and the cloud is the key to enabling speed and hyper personalized customer experiences. In his session at 21st Cloud Expo, Ken Schow, VP of Engineering at Nordstrom, discussed some of the key learnings and common pitfalls of large enterprises moving to the cloud. This includes strategies around choosing a cloud provider(s), architecture, and lessons learned. In addition, he covered some of the best practices for structured team migration an...
Smart cities have the potential to change our lives at so many levels for citizens: less pollution, reduced parking obstacles, better health, education and more energy savings. Real-time data streaming and the Internet of Things (IoT) possess the power to turn this vision into a reality. However, most organizations today are building their data infrastructure to focus solely on addressing immediate business needs vs. a platform capable of quickly adapting emerging technologies to address future ...
We are given a desktop platform with Java 8 or Java 9 installed and seek to find a way to deploy high-performance Java applications that use Java 3D and/or Jogl without having to run an installer. We are subject to the constraint that the applications be signed and deployed so that they can be run in a trusted environment (i.e., outside of the sandbox). Further, we seek to do this in a way that does not depend on bundling a JRE with our applications, as this makes downloads and installations rat...
Widespread fragmentation is stalling the growth of the IIoT and making it difficult for partners to work together. The number of software platforms, apps, hardware and connectivity standards is creating paralysis among businesses that are afraid of being locked into a solution. EdgeX Foundry is unifying the community around a common IoT edge framework and an ecosystem of interoperable components.
DX World EXPO, LLC, a Lighthouse Point, Florida-based startup trade show producer and the creator of "DXWorldEXPO® - Digital Transformation Conference & Expo" has announced its executive management team. The team is headed by Levent Selamoglu, who has been named CEO. "Now is the time for a truly global DX event, to bring together the leading minds from the technology world in a conversation about Digital Transformation," he said in making the announcement.
In this strange new world where more and more power is drawn from business technology, companies are effectively straddling two paths on the road to innovation and transformation into digital enterprises. The first path is the heritage trail – with “legacy” technology forming the background. Here, extant technologies are transformed by core IT teams to provide more API-driven approaches. Legacy systems can restrict companies that are transitioning into digital enterprises. To truly become a lead...
Digital Transformation (DX) is not a "one-size-fits all" strategy. Each organization needs to develop its own unique, long-term DX plan. It must do so by realizing that we now live in a data-driven age, and that technologies such as Cloud Computing, Big Data, the IoT, Cognitive Computing, and Blockchain are only tools. In her general session at 21st Cloud Expo, Rebecca Wanta explained how the strategy must focus on DX and include a commitment from top management to create great IT jobs, monitor ...
"Cloud Academy is an enterprise training platform for the cloud, specifically public clouds. We offer guided learning experiences on AWS, Azure, Google Cloud and all the surrounding methodologies and technologies that you need to know and your teams need to know in order to leverage the full benefits of the cloud," explained Alex Brower, VP of Marketing at Cloud Academy, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clar...
The IoT Will Grow: In what might be the most obvious prediction of the decade, the IoT will continue to expand next year, with more and more devices coming online every single day. What isn’t so obvious about this prediction: where that growth will occur. The retail, healthcare, and industrial/supply chain industries will likely see the greatest growth. Forrester Research has predicted the IoT will become “the backbone” of customer value as it continues to grow. It is no surprise that retail is ...