I've been highly critical of
US Airways in this space from time to time, but it's time to give credit where credit is due. Unlike other companies that choose to ignore customer service (I'm looking at you Facebook),
US Airways has recognized that customer service is a problem for the company, and has decided to invest time and effort into solving the problem. The result? The company has more on-time flights and has fewer lost bags. That's good news for all of us.
Among the investments that made the biggest impact for the company are improving technology at the gate for more efficient boarding and baggage handling, as well as investing $20 million into the Philadelphia airport, one of
US Airways worst offending airports in terms of customer service. For anyone who has had the "pleasure" of flying through Philly on
US Airways, this is a welcome development. The airport has been marred by lost baggage, delayed flights and general rudeness of employees, so this is a welcome change to see a company diagnosing a serious problem, and putting money behind it to solve the problem.
If you want to read more on
US Airways new plan to improve customer service,
follow this link.
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Posted by GetHuman on Mon, 23 Aug 2010 3:24pm