We recently flew US Airways for our holiday travels. I was unimpressed and thought I’d note a few of their shortcomings as examples of how not to run a business:
1. Not enough information. It was very rare to get any information on where we were in the flight, how far delayed we were, why there was a delay or any other information. I’ve flown on other airlines where they had a screen showing exactly where you were on a map of the world, with US Airways, we were in the dark.
2. Inconsistent. On the way to our destination they served pretzels and had a good drink selection on both flights. Both flights also had grouchy stewardesses. On the way home all the stewardesses were great but both the 5 hour flight and the 1 hour flight they didn’t serve even a light snack and there were only about 4 drinks available.
3. Uncomfortable. The airports didn’t have nearly enough seating for the amount of people on the flights–people ended up sitting on the floor and at other terminals. Once on the planes, the seats were much too close together, the fabric on the seats was old and obviously worn and there weren’t enough pillows or blankets for the passengers. The movies were bottom of the barrel as well.
4. Unconcerned. Two of our four bags were lost for more than 36 hours and finding out anything was almost impossible. From the moment they were lost we were constantly given the “I don’t have any information, try calling…” line. We had to make 2 trips back to the airport and about a dozen calls before we finally resolved the issue. No one we talked to was even remotely concerned about the situation.
These are only a few other examples from this flight. I could definitely add to this list.
It’s amazing that with airlines like Virgin, JetBlue and Southwest trying so hard to gain customers by taking care of them and making them comfortable that US Airways still hasn’t seen the light. I think this is a perfect example of a business that hasn’t caught up with the times and one that will suffer because of it.