PHILADELPHIA -- Trying to reclaim passenger trust after troubling breakdowns in service over Christmas weekend, US Airways flooded the airport here with volunteer greeters, baggage helpers and 5,000 of the city's own Tastykakes.
But signs remained from the hundreds of canceled flights and 10,000 lost pieces of baggage that passengers of the financially troubled airline endured last week. More than a hundred bags here still haven't been returned, and volunteers tried to track down their owners.
US Airways flight cancellations made a mess of travel last weekend, especially in Philadelphia, where bags were piled high.
(Laurence Kesterson -- AP)
|
|
Meanwhile, the Transportation Department's inspector general's office, which is investigating airline failures during the holiday season, asked passengers for information about their experiences with US Airways and Comair, a subsidiary of Delta Air Lines Inc. that canceled more than 1,000 flights over Christmas because of computer problems.
The department said yesterday it has established a toll-free number (866-670-3341) for travelers "to share their experiences or insights." Reports can also be filed through the inspector general's Web site (www.oig.dot.gov), the office said in an e-mailed statement.
Standing near one of six tables offering coffee, Tastykakes and pretzels, David A. Castelveter, spokesman for US Airways Group Inc., said more than 200 sales and executive employees volunteered to help here this weekend "to restore the faith and confidence of our customers."
"Our company is absolutely embarrassed by what happened," he said.
Staffing levels for flight attendants and baggage handlers were adequate yesterday, Castelveter said, and the airline was operating without any hitches. A bigger test will come Sunday, when airline officials expect heavier traffic.
Several passengers interviewed reported smooth experiences yesterday and said they welcomed the heightened customer service, though they didn't think the effort would help the airline, which is struggling to emerge from its second round of bankruptcy proceedings, recover from a holiday public relations nightmare.
"Last week was bad, real bad," said John Sensenig of Clermont, Fla., whose flight from Orlando to Philadelphia was canceled on Christmas. "They messed with Christmas. You're talking about family. You're not talking about just some trip in July. I don't know if they'll be able to get past that."
He said his family missed its Christmas trip entirely but was returning to Philadelphia this weekend on a second, long-scheduled trip. This time, he and his wife purposely did not check their luggage, avoiding potential hassles. Their flight was a few minutes late, but overall they said their experience was smooth and they wouldn't hesitate to fly the airline again. Those who checked bags reported typical waits of between 15 and 45 minutes.
