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

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:
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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
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