Welcome!

Agile Computing Authors: Elizabeth White, SmartBear Blog, Pat Romanski, Liz McMillan, James Carlini

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
Cognitive Computing is becoming the foundation for a new generation of solutions that have the potential to transform business. Unlike traditional approaches to building solutions, a cognitive computing approach allows the data to help determine the way applications are designed. This contrasts with conventional software development that begins with defining logic based on the current way a business operates. In her session at 18th Cloud Expo, Judith S. Hurwitz, President and CEO of Hurwitz & ...
With an estimated 50 billion devices connected to the Internet by 2020, several industries will begin to expand their capabilities for retaining end point data at the edge to better utilize the range of data types and sheer volume of M2M data generated by the Internet of Things. In his session at @ThingsExpo, Don DeLoach, CEO and President of Infobright, will discuss the infrastructures businesses will need to implement to handle this explosion of data by providing specific use cases for filte...
SYS-CON Events announced today that VAI, a leading ERP software provider, 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. VAI (Vormittag Associates, Inc.) is a leading independent mid-market ERP software developer renowned for its flexible solutions and ability to automate critical business functions for the distribution, manufacturing, specialty retail and service sectors. An IBM Premier Business Part...
Fortunately, meaningful and tangible business cases for IoT are plentiful in a broad array of industries and vertical markets. These range from simple warranty cost reduction for capital intensive assets, to minimizing downtime for vital business tools, to creating feedback loops improving product design, to improving and enhancing enterprise customer experiences. All of these business cases, which will be briefly explored in this session, hinge on cost effectively extracting relevant data from ...
SYS-CON Events announced today that Men & Mice, the leading global provider of DNS, DHCP and IP address management overlay 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. The Men & Mice Suite overlay solution is already known for its powerful application in heterogeneous operating environments, enabling enterprises to scale without fuss. Building on a solid range of diverse platform support,...
As enterprises work to take advantage of Big Data technologies, they frequently become distracted by product-level decisions. In most new Big Data builds this approach is completely counter-productive: it presupposes tools that may not be a fit for development teams, forces IT to take on the burden of evaluating and maintaining unfamiliar technology, and represents a major up-front expense. In his session at @BigDataExpo at @ThingsExpo, Andrew Warfield, CTO and Co-Founder of Coho Data, will dis...
SYS-CON Events announced today that Pythian, a global IT services company specializing in helping companies adopt disruptive technologies to optimize revenue-generating systems, has been named “Bronze Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2015 at the Javits Center in New York, New York. 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 DevO...
SYS-CON Events announced today that iDevices®, the preeminent brand in the connected home industry, 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. iDevices, the preeminent brand in the connected home industry, has a growing line of HomeKit-enabled products available at the largest retailers worldwide. Through the “Designed with iDevices” co-development program and its custom-built IoT Cloud Infrastruc...
SYS-CON Events announced today that Alert Logic, Inc., the leading provider of Security-as-a-Service solutions for the cloud, 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. Alert Logic, Inc., provides Security-as-a-Service for on-premises, cloud, and hybrid infrastructures, delivering deep security insight and continuous protection for customers at a lower cost than traditional security solutions. Ful...
SYS-CON Events announced today that Interoute, owner-operator of one of Europe's largest networks and a global cloud services platform, has been named “Bronze Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2015 at the Javits Center in New York, New York. Interoute is the owner-operator of one of Europe's largest networks and a global cloud services platform which encompasses 12 data centers, 14 virtual data centers and 31 colocation centers, with connections to 195 ad...
SYS-CON Events announced today that Commvault, a global leader in enterprise data protection and information management, has been named “Bronze 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. Commvault is a leading provider of data protection and information management...
Eighty percent of a data scientist’s time is spent gathering and cleaning up data, and 80% of all data is unstructured and almost never analyzed. Cognitive computing, in combination with Big Data, is changing the equation by creating data reservoirs and using natural language processing to enable analysis of unstructured data sources. This is impacting every aspect of the analytics profession from how data is mined (and by whom) to how it is delivered. This is not some futuristic vision: it's ha...
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...
One of the bewildering things about DevOps is integrating the massive toolchain including the dozens of new tools that seem to crop up every year. Part of DevOps is Continuous Delivery and having a complex toolchain can add additional integration and setup to your developer environment. In his session at @DevOpsSummit at 18th Cloud Expo, Miko Matsumura, Chief Marketing Officer of Gradle Inc., will discuss which tools to use in a developer stack, how to provision the toolchain to minimize onboa...
The cloud promises new levels of agility and cost-savings for Big Data, data warehousing and analytics. But it’s challenging to understand all the options – from IaaS and PaaS to newer services like HaaS (Hadoop as a Service) and BDaaS (Big Data as a Service). In her session at @BigDataExpo at @ThingsExpo, Hannah Smalltree, a director at Cazena, will provide an educational overview of emerging “as-a-service” options for Big Data in the cloud. This is critical background for IT and data profes...
Silver Spring Networks, Inc. (NYSE: SSNI) extended its Internet of Things technology platform with performance enhancements to Gen5 – its fifth generation critical infrastructure networking platform. Already delivering nearly 23 million devices on five continents as one of the leading networking providers in the market, Silver Spring announced it is doubling the maximum speed of its Gen5 network to up to 2.4 Mbps, increasing computational performance by 10x, supporting simultaneous mesh communic...
SYS-CON Events announced today that Fusion, a leading provider of cloud services, 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. Fusion, a leading provider of integrated cloud solutions to small, medium and large businesses, is the industry's single source for the cloud. Fusion's advanced, proprietary cloud service platform enables the integration of leading edge solutions in the cloud, including clou...
Most people haven’t heard the word, “gamification,” even though they probably, and perhaps unwittingly, participate in it every day. Gamification is “the process of adding games or game-like elements to something (as a task) so as to encourage participation.” Further, gamification is about bringing game mechanics – rules, constructs, processes, and methods – into the real world in an effort to engage people. In his session at @ThingsExpo, Robert Endo, owner and engagement manager of Intrepid D...
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.
Learn how IoT, cloud, social networks and last but not least, humans, can be integrated into a seamless integration of cooperative organisms both cybernetic and biological. This has been enabled by recent advances in IoT device capabilities, messaging frameworks, presence and collaboration services, where devices can share information and make independent and human assisted decisions based upon social status from other entities. In his session at @ThingsExpo, Michael Heydt, founder of Seamless...