Read more in the March 8 issue of About US - AFA USAirways

March 8, 2007
Migration Mania!
Call it a milestone or call it something less-than-flattering (smile) – the Res migration was
all the focus this week. The migration saw many successes, especially considering the
enormity of the project. The greatest fear in any migration like this is that the reservations
system would be down for hours upon hours. That didn't happen here. In fact, the system
came back on-line on time; the PNRs transfered (7 million of them); the Employee Travel
Center (ETC) outage went as expected; reservations centers began working instantly; and
training prepared employees for working on the new system. In short, airplanes took off
and landed just fine!
But, the transition was not without its problems. Most notably, some common use
kiosks (CUSS) in some stations – including CLT, PHL and BOS – were rendered
useless, creating long lines of frustrated passengers who had to be checked-in manually.
INT Preferred Desk
Command Center in Tempe
The technologies team worked around the clock all week (and at press time was still
doing so) to resolve the kiosk issues and was seeing progress daily.
cont'd on p. 2
Hits
Misses
…because all big projects have a few of both.
PHL Ticket Counter
•
•
•
•
•
We successfully migrated all
of the records (approximately
7 million) into the new system
over the weekend.
Reservations centers began
working right away.
Airport and reservations
employees' advanced training
came through, making for
successful customer processing.
The ETC came up as
scheduled.
The interface to the Flight
Operations System (FOS) has
worked smoothly.
•
•
What's being done to fix the "misses" See pg. 2.
Common use kiosks, particularly
in CLT, PHL and BOS, weren’t
functional immediately following
the cutover, causing frustrations,
long lines and missed flights. But
by Tuesday, they were working at
about a 60-70 percent rate and the
IT team continued to work day
and night to resolve the
problems.
Other minor technical
issues arose, but the IT
group stayed principally
focused on resolving
kiosk availability.
Employees around the system work around the clock for the Res migration's
success. From top, INT Preferred Desk's Rhonda Tucker and Shirley Oxner, the
IT Command Center, PHL's ticket counter and, at right, Janet Holmes traveled east
to lend a hand to her CLT coworkers, including Sharon Sauer.
CLT Ticket Counter
M a r c h 8 , 2 0 0 7 A U S A i r w a y s E m p l o y e e P u b l i c a t i o n I s s u e N i n e t y - S i x

Migration
Chief Information Officer Joe
Beery said, "While a lot of things
went very well with the migration,
we’ve had our share of challenges
too – specifically with some old
kiosks that wouldn’t run the new
system. Employees have had to
work hard to overcome the pitfalls,
and we’ve tested their patience and
that of our passengers.”
(cont'd from p. 1)
He continued, “On the
bright side, we did see
a lot of successes and
we’re not sleeping until
we right the things that
went wrong. Also, we
are already seeing some
of the benefits to being
on a single system,
including an easier
booking experience
for our reservations
agents and more reliable web booking. I'm extremely proud of our
employees for their hard work and continued patience."
Fixing the "Misses"
Employees across the system pulled together to right the wrongs
caused by the cutover. Following are a few solutions that were
implemented during the week:
•
•
•
•
•
•
•
Added eight more ticket counter positions in CLT to expedite
the check in process.
Employees from stations around the country headed to CLT to
assist and relieve employees.
As a contingency to the kiosk issues, a team designed a virtual
kiosk process to use in hubs and major airports. Agents at Rio
West in Tempe check in passengers over the phone and print
boarding passes and bag tags on airport printers.
Deployed working PCs and kiosks to CLT.
Instituted a flexible travel policy with a notice on the website
for CLT, BOS and PHL passengers.
PHL rented buses
to help load balance
customers between US
Airways’ three checkin
facilities.
Increased staffing in
all shuttle and hub
airports.
CEO Doug Parker, who flew to CLT Tuesday night to be with employees, said: "Our airport
employees and crews were nothing short of fantastic. They faced long lines of very frustrated
customers, never lost their cool or professionalism, and did everything they could to
get our customers where they needed to go. These were very long days with a lot of
pressure, and I couldn't be more proud of the teamwork and professionalism of our
people."
Pictured clockwise from top, a "CUSS" or common use kiosk is back in operation in CLT, and SVP of
Customer Service Anthony Mulé virtually checks in a CLT passenger; the team at the Command Center
in Tempe; PHL employees prepare for manual ticketing; Will and Denise from INT's Preferred desk; and
below, CLT nears nomalcy at its ticket counter on Wednesday, after several tough days.
Non-Rev Questions See p. 7
2

Keeping Control 24/7
As employees well know, the Res migration was (and is) a 24/7 project, and
nowhere was that more evident than at Tempe's Command Center. The purpose of
the Center was to track and monitor the status of the cutover from 10 different
satellite groups, whose Functional Area Coordinator (FAC) took up
residence in the center 24/7 from March 3-7.
Each FAC was outfitted with a bridge line to allow for constant
communication between the satellites and the Command Center.
In addition to the satellite stations, made up of departments like
IT, airports, reservations, flight ops and EDS (SHARES' parent),
the Command Center had eight leadership roles including
Mission Director, Issues Manager, Spokesperson, and one of the
most important roles, Catering Coordinator (to keep everyone
nourished around the clock). The Command Center was also
responsible for hourly status updates and executive briefings.
The Command Center crew
deserves a sincere thank
you for keeping up the
communication, whether the
news was good or bad, and
for being on 24/7 lookout for
the good of this enormous
project.
3

Survey Says... Like the New Look!
More than 1,000 employees attended uniform shows in BOS, CLT, LAS, LGA, PHL, PHX, PIT and DCA
Feb. 20-23 to view the proposed passenger service and inflight services uniforms designed by Stan Herman.
Attendees provided their feedback via surveys which, when tallied, indicated an overwhelming approval
rating for the new program (see p. 5 for survey details).
Employee comments ranged from “I loved every piece” to “Very professional” and “I would pay for more on
my own!” Highlights of the collection include:
☺
☺
☺
☺
Cotton-rich shirting and higher-quality wool-blend suiting fabric
with stretch
Better construction, better fit, complete with hidden expandable
waistbands
More feminine, retail styling for ladies
Use of accent colors in sweaters, shirts, scarves and ties
☺
☺
☺
☺
Many pieces will be machine washable and easy care
Incorporation of the “heritage” concept in shirts, scarves and ties
Signature items including zip-front jackets and dresses
Thoughtful details such as pen pockets in jackets and special
attention to accents on every piece
Of course attendees had some recommendations and the good news is that many were related to styling or fit and can be easily addressed
by Stan. Employee concerns about fabric comfort and better-quality construction appear to have been resolved. The biggest question for
most participants was “which items are for inflight and which are for customer service” The answer is that most all of them are for both
Find additional photos, survey results, FAQs, and an abbreviated webcast of the road show on awaCompass and theHub.
The new “business casual”
collection features modern
separates that can be easily
mixed and matched for
countless looks, depending on
employees’ personal preferences
and regional/climatic needs.
Due to limited space here, we’ve
posted additional photos,
survey results, FAQs, and an
abbreviated webcast of the
road show on awaCompass and
theHub. Be sure to take a look
to learn more about each item.
Questions or comments about
the program can be sent to
newlook@usairways.com.
See the Survey Results on p. 5
Modeling the new looks are (l-r) PHL Flight Attendant Natalia
Labuttis, PHX Flight Attendant Greg Fernandez and PHX
Customer Service Agents Glennis Regan and Brett Morgan. 4

Survey Says... (cont'd from p. 3)
The survey responses were representative of both workgroups,
inflight and customer service.
Surveys completed
FA 466
CSA 429
Total completed 895
Participants by gender Male Female
FA 30% 70%
CSA 23% 77%
Overall, how do you feel about the proposed uniform
(5 = love it; 1 = hate it)
Scores 4 or 5 3, 4 or 5
FA 87% 97%
CSA 88% 98%
Combined 87% 97%
Do you think the proposed uniforms are suitable for
your position
Yes
FA 96%
CSA 98%
Combined 97%
Questions Comments
Email newlook@usairways.com
Please rank the following garments:
(5 = love it; 1 = hate it)
Male
Female
FA CSA FA CSA
Blazer 4.71 4.65 4.80 4.36
Zip-front Jacket 4.19 3.95 4.05 4.38
Pants 4.29 4.20 4.16 4.35
Sweaters 4.09 3.91 4.39 4.54
Skirt N/A N/A 4.18 4.30
Dress N/A N/A 4.36 4.18
Shirts 4.32 3.95 4.41 4.40
Ties/Scarves 4.29 3.88 4.31 4.45
Go to awaCompass.com and thehub.usairways.com for
additional photos, survey results, FAQs, and an abbreviated
webcast of the road show.
Employee models are (top, l-r) CLT Customer Service Agent MaryLou Stone and PHX
Flight Attendant Bob Spinner. At right are (standing, l-r) ROC Customer Service Agent
Laura Rawlins, LAS Customer Service Agent Carlos Obeso, PHL Flight Attendant Brian
Morgan, and in front is Designer Stan Herman of Stan Herman Design Studio, NYC.
5

FA Makes
Feb. Bright
Congratulations to DCA’s Harriet
Schram, US Airways’ February Flight
Attendant of the Month.
The DCA inflight services team said,
“February is usually unpredictable weather
wise on the East Coast; however, Harriet
Schram can always be counted on to exude
warmth and sunshine.”
Each week, we highlight employees whose
exceptional service was noticed by appreciative US
Airways passengers. Following is a letter from Gold
Preferred Member Eva Quinley, complimenting CLT
Club Representatives Lisa Boyce and Cassandra
Goode, who helped Eva get home at a critical time.
Eva wrote:
On Feb. 1, I was traveling from Phoenix to
Knoxville through Charlotte. I had received
a call from you the evening before saying my
4:10 p.m. flight from Charlotte to Knoxville was
cancelled due to weather and that I
was booked on a later flight.
Cassandra Goode
Harriet is pictured center with (left)
InFlight Supervisor Bonnie Tyler and
(right) Manager InFlight Operations -
DCA, Sharon Haynes Windham.
Harriet started her career with Piedmont
in 1988 and was based in Baltimore until
2002, when she became DCA-based. And
throughout her career, passengers have
taken note of her exceptional service.
Following are a few samplings:
“Through her personality and great
service, she managed to put everyone in an
excellent mood even after a lengthy delay.
She is the reason why this customer wants
to remain loyal to US Airways.”
“Harriet goes the extra mile, she is always
polite, responsive and attentive to her
customers’ needs. I’m a Chairman’s
Preferred member and I want to make sure
you are aware that Harriet is one of your
best ambassadors.”
I called the Gold Line and was told
I was booked for the 5:50 p.m. and
Lisa Boyce
the 8 p.m. just in case the 5:50 was
cancelled. As it turns out, when I got to Charlotte, sure enough the
5:50 p.m. flight was cancelled. I went to the Club and was informed
that my 8 p.m. reservation had been cancelled by mistake, so I did
not have a reservation. They were oversold on the 8 p.m. and I would
need to go standby for the 9:25 p.m. flight, which meant I might not
get home until the next day.
Normally I would have accepted this as part of travel and not been upset, but
this particular time, I needed to get home. My daughter is pregnant with her
first baby and is having signs of miscarriage. I wanted to get home to her as
quickly as I could. I guess I was also a bit tired after 10 days away and I began to
cry.
The two ladies behind the desk, Lisa Boyce and Cassandra Goode, were like angels.
They made me feel better and Lisa worked like crazy to help me, even though it
was the end of her shift. I was indeed lucky; a reservation opened up and I was
able to get on the 8:00 flight.
Lisa and Cassandra made me feel so much better. They made me feel like they
cared about me and didn't just brush me off. I travel every week and seldom do
I encounter such wonderful individuals. Even if I had not been able to get on
the plane, I would have felt good about US Airways. People like these are assets to
your company.
6

FAQs
You Asked It
Frequently Asked Questions
(find more on awaCompass and theHub)
Q. Can we check in for US Airways-operated flights through
awaCompass and theHub
A. Yes. Initially, we ran into a glitch and employees traveling on US
metal have remained unable to use online check-in; however, this
issue has been fixed and that functionality is now available. To repeat:
Non-rev web check-in now works systemwide, for both East and West
itineraries.
Travelers can now go to awaCompass or theHub to check in for a
flight and print boarding passes up to 12 hours in advance and up to 90
minutes before the flight.
Q. When I log in to ETC, why is the system is searching for flights,
saying “please wait” Is this continuously looking for a flight, even
though I am not asking it to Is this slowing down the response time
It takes three minutes to get available flight on my screen.
A. The system has been slow since the migration; however IT is
working furiously to fine-tune SHARES and its connection to the
ETC to improve performance and speed. In the meantime, please be
patient. Most listings will be complete within a total of three minutes,
but asking for availability may take anywhere from 30-120 seconds,
depending on the amount of flights SHARES has to send back.
Q. How and where do I purchase first class upgrades, and do you
know the cost for CLT-LAX
A. First class upgrades need to be purchased at the ticket counter, or
customer service counters that are located in the hub locations behind
security. The departure gates usually don’t have the time to sell non-rev
upgrades at the last minute, since they are trying to work the flight.
As for cost, upgrades to any destination other than Europe and Hawaii
(including CLT-LAX) are $20 per flight, per person. Upgrades to
Europe and Hawaii are $100 per flight, per person.
Q. After March 4, can a non-rev East retiree still check-in at a US
Airways kiosk and get a paper boarding pass as before
A. Yes, the kiosks can check in non-revs, but keep in mind that we’ve
been having problems with some of the kiosks since the migration. So,
still plan to arrive early, as you may need to wait in line.
Q. If I remember right, with old AWA, I could surrender a flexi-pass
(or maybe it was two) for free cabin pet travel. What is the current
policy on employee pet travel
A. Ever since January of 2006, pet in cabin fees for non-revs has been
waived. That was part of our combined pass travel policy that began
just after the merger started. No flexis or charges are required for nonrevs
to carry pets in cabins.
Q. If I'm taking flights requiring a connecting city and my first flight
arrives late, misconnecting with the second flight, can I go directly to
gate of and get on another flight (assuming it has space) even though
I wouldn't be listed on that flight
A. If you misconnect in a hub city, it is always preferred that you
contact the Pass Line (800-325-9999) so that a res agent can adjust
your listing and make it easier for the agents at the check in counters,
departure gates, and Customer Service desks to check you in for the
new flight. But an agent can still assist you in that connecting city - as
they always have been able to do before.
Q. I have one round-trip vacation pass (SA1 boarding priority) that
I would like to use for a Panama Canal cruise I have planned for
later in March. The cruise leaves from Los Angeles and ends in
Fort Lauderdale. I will be traveling CLT-LAX then FLL-CLT two
weeks later, so how will I be able to use the vacation pass to my best
advantage since neither segment is "round-trip"
A. That itinerary is very simple to create – and is what we consider a
round trip since your origin is CLT and you going back CLT with an
“open jaw.”
On the ETC, put in CLT-LAX and the departure date and select one
way. Choose the CLT-LAX flight you want, and click “Select Flights”.
At the bottom of the next screen, you will see a button called “Add
More Flights”. Click that, and then change the cities and dates for FLL-
CLT and date, and then select the FLL-CLT you want.
After you select the FLL-CLT flight you want, continue the rest of the
process with adding names, and selecting the SA1 option. Your listing
will be built CLT-LAX // FLL-CLT.
Q. When will we see the additional SA1 pass in our accounts
A. The extra SA1P pass in everyone’s online bank is scheduled for mid-
March.
Q. Why didn't you plan better for this migration
A. We've been planning for more than a year with teams that looked
at every detail. Sometimes (as any computer user knows), you flip the
switch and problems develop that you can only fix after-the-fact. That's
what happened here, and while most problems were solved within
minutes or hours, the frustration with kiosks continues. Our team
continues to work 24/7 to resolve the issues, but to be clear, thousands
of people have spent the past year preparing for the migration.
Find more on awaCompass and theHub
7

41 Airlines at Ski Week
Last week, employees from 41 airlines gathered in Jackson
Hole, WY for the International Airline Ski Week. And, after
some top-notch skiing, US Airways employees marched
together with counterparts from airlines around the world,
meeting up in the town’s center with the mayor.
Flight Attendant Rachel Shamrock said, ”It was an amazing
week and we’re looking forward to more of these where
former East and West employees can get together in unity.”
Pictured are Aaron Paxton (at left) and Dean Ward (in back),
both pilots, and (l-r) Rachel Shamrock and Tamara Sysa,
flight attendants.
100 Reasons
to Celebrate
No such thing as a free lunch Ha! PHL's US Airways
Express employees were recently celebrated for turning in 100
damage-free days with a well-deserved catered lunch. Julie
Schell, Express safety manager for the stations handled by
wholly owned carriers Piedmont and PSA, including PHL
Express ground operations, said "Our folks in PHL work in
a very challenging environment, and to have zero aircraft
ground damage events while handling over 22,000 arrivals
and departures clearly shows that they're taking safety very
seriously and working together to overcome the operational
20 Years in LAS
Congratulations to
Frank Faul, Las Vegas
maintenance’s first original
AWA employee to hit the
20-year mark. Frank, who
was hired on Feb. 23,
1987, has played a major
role in building the LAS
maintenance hub.
Frank’s coworkers and
manager, John Iacono,
presented him with a
plaque and pin,and he was
also joined in celebration
by his wife Delores, a LAS
customer service agent. Frank Faul's coworkers and wife Delores
(a LAS customer service employee) celebrated
his 20-year milestone together.
A b o u t U S
March 8, 2007 ISSUE NINETY-SIX
Contact: Zoe' Guynn, zoe.guynn@usairways.com
Contributors: Morgan Durrant, Liz Landau,
Michelle Mohr, Valerie Wunder & Tina Zabalza
Past issues available on Compass and theHub