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

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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
Page 1 and 2: March 8, 2007 Migration Mania! Call
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