US AIRWAYS' COMMITMENT TO US

12-12-1999

In my column last week, I briefly reviewed the 12-point customer commitment programs that 14 of the country's largest airlines have promised to implement system-wide, beginning this coming Wednesday. 

 Unfortunately, the commitments themselves tend to be more clarifications of existing regulations rather than a sweeping rededication to putting passenger priorities first, especially those sitting in the plane's rear compartment who make up the vast majority of the traveling public.

Furthermore, slight variations in the wording of the commitments of the various carriers can make a significant difference in any individual's travel experience.  But the commitments are measurable promises, sort of, and they can become meaningful only to the extent that they're actually implemented by the carriers and understood by passengers, who will, after all, be the final judges. 

Since US Airways is the carrier of no other choice for so many area travelers, we thought we'd take a closer look at some of the specifics of its commitments. The complete document can be found at www.usairways.com/travel/passinfo/commit/letter.htm, but here are thoughts on some of the points of more common concern. 

US Airways commitment No. 1: "To offer you the lowest fare available through our trained reservations, airport and city ticket office agents."  But to get that information you have to tell the reservationist you're interested in obtaining the lowest available fare and to also be somewhat flexible in the timing and dates of your travel plans. 

Incidentally, travelers in all fare categories are also entitled to an advance seat assignment when you make your booking, if any are available at the time. A certain number of seats, however, will be held back for priority travelers. But again, you have to ask. 

No. 2: To provide you with the most current information available about flight delays, cancellations or diversions, and to make announcements and update Web and phone information every 15 to 20 minutes. US Airways will also try to provide advance notification by telephone of significant changes to your flight's status, provided they have time and a number for you that they can call. It's your responsibility to make sure they have a phone number for you, particularly when at your destination. It's still always wise to call and check on your flight before you leave for the airport. 

If a flight is delayed so that its eventual arrival will be more than 45 minutes late, you are entitled to a pre-paid telephone card or help making a long-distance call. If, for any reason except bad weather, a delay lasts longer than two hours during meal times, you can ask for a meal voucher. All passengers who have a valid ticket and reservation and are not at their originating destination are entitled to these benefits, even those traveling on the lower fare categories. 

No. 3: To deliver your checked baggage upon arrival at your destination. If it's delayed, they'll deliver it to you ASAP.  If they can't get your bags to you within 24 hours, you're entitled to a $25 discount on a future flight. 

In situations of immediate need, US Airways will provide cash for reasonable purchases to replace missing necessities. The usual limit is $50 for the first day and $25 for subsequent days, up to $150, but in extreme circumstances, they will work to meet your needs. Be sure to keep your sales receipts. 

Nos. 5 and 6: To allow you 24 hours to change your travel plans from the time of your initial reservation, without penalty. Nonrefundable tickets can still be changed after that, but there's a minimum fee of $75 and the passenger on the second ticket has to be the same as on the original one. 

No. 8: To provide prompt and accurate information and extra service during long on-aircraft delays. That includes easing restrictions on passengers using their cellular phones and laptop computers while on the ground. 

No. 9: To handle "bumped" passengers with fairness and consistency. In oversold situations, there's a clear protocol for when and in what order passengers will be bumped against their will and how much they will be compensated for their inconvenience. 

There are a number of qualifiers, but basically, in addition to suitable alternate arrangements, each involuntarily bumped passenger is entitled to a payment equal to the sum of the face value of the ticket coupon, up to $200. If US Airways cannot arrange suitable alternative transportation to your domestic destination so that you're there within four hours of your original arrival time, the maximum compensation rises to $400. They can offer free tickets in lieu of cash, but it's your choice. Incidentally, this compensation also applies to all ticketed passengers who get to the gate at least 20 minutes prior to a domestic departure, regardless of the fare they paid. 

No. 10: To provide accurate and current information regarding their Dividend Miles program. But they don't actually commit to making more seats available than in the past. 

No. 12: To respond promptly to all written complaints. The average response time will be less than three weeks, but in no case longer than 45 days. You can mail your complaints to Deborah Thompson, Director, Office of Consumer Affairs, US Airways, Box 1501, Winston Salem, NC 27102-1501 or fax messages to 336-661-8031. You can also voice your complaint by telephone Monday through Friday from 8:30 a.m. through 5 p.m. at 336-661-0061, although it won't automatically have the same effect as a written message. 

Clearly, running an airline these days is a complex, demanding and tightly timed process, with no end of potential problems threatening to disrupt daily operating schedules or inconvenience passengers. Similarly, many, many US Airways employees, both labor and management, are dedicated to providing the best possible service, even in difficult circumstances, the origin of which may be well beyond their control. 

Let's hope that US Airways' ongoing, internal campaign to re-educate its 40,000 employees about the commitments and the carrier's resolve to improve customer service can turn around an alarming situation. In September, the airline ranked at the top of the federal list of passenger complaints. 

And if, in the future, you have a US Airways experience that doesn't measure up to the commitments it has made, don't hesitate to file a complaint. Perhaps our vigilance will help everyone involved remember that US Airways really does begin with us.

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