Reliability Improved... Now Comes Work On 'Touch Points'

We're coming into the season for new year's resolutions, and US Airways has already started.

Despite getting battered by fuel prices over the summer, and its seemingly never ending struggle to combine pilot workforces following its merger with America West three years ago... 2008 actually wasn't a bad year for the Tempe, AZ-based carrier.

The Charlotte Observer notes US Airways rose from the bottom of the heap in on-time performance to just miss the number-one spot through September, and even flew most of its flights on-time over a Thanksgiving holiday that saw competitors stumble.

But things are far from perfect. US Airways saw passenger complaints drop 40 percent this year... but still trails all its competitors except United. Kerry Hester, US Airways VP of reservations and customer service planning, says that will change in 2009.

"We were properly prioritized in fixing our reliability first," Hester said. "What we're focusing on in 2009 is being easier to do business with... We're re-evaluating every customer touch point."

She adds that US Airways might have done better at reducing complaints had it not led the charge toward unbundling and a la carte fees, including the decidedly PR-unfriendly move to charge for even non-alcoholic drinks onboard its planes.

Still, Hester says those complaints have been "modest" and usually trail off soon after a new fee begins. She also said something that may surprise many customers who file complaints -- "We read every one of them."

FMI: www.usairways.com