One year ago, out of all the top carriers, US Airways was the worst on on-time performance. The airline lost baggage, was delayed, and passengers complained. Yet this year is a completely different story. So far, US Airways is number one for on-time performance for this year, beating out rivals such as Southwest, who was number one last year. They have better performance in the baggage department as well. The question is, how are they doing it?
In 2005, US Airways merged with America West Airlines. Today, that merger has been deemed completed (except for pilot contracts). In the years following the merger, computer systems were glitchy and their methods of baggage handling, especially at Philadelphia, were not working for the airline. This year, however, US AIrways has made many changes to the way that they do business. Instead of dropping your luggage off at a storage area for your connecting flight, which may never get to your flight, US Airways runs your baggage to your connecting flight. The airline made a big effort to hire mechanics at its major hubs in Philadelphia and Phoenix. They installed monitors outside of the gates so that ramp agents, outside, knew what time the plane had to depart. New ground equipment and baggage screening equipment was also purchased at major hubs. Overall, the airline spent $50 million dollars on improving its infrastructure.
Wall Street Journal writer Scott McCartney draws parallel lines between Continental Airline’s turnaround, by former CEO Gordon Bethune, and today’s US Airways. You can read his full article here. The companies are so parallel, that they both pay their employees bonuses for system-wide goals such as on-time performance. They both award employees who have received compliments from passengers.
Overall, and I can vouch for this, US Airways has been improving its performance. Since I live in the Philadelphia region, I couldn’t be happier to see this. I think that a turnaround in operations is just what US AIrways needs to keep flying and competing with the other 5 airlines of the big six. In the future, I think that they will consistently be in the top 3 of airlines for on-time. Also, be prepared to see their complaints drop and their ratings rise.
So far, the rankings for ontime are as follows: 1. US Airways, 2. Alaska Airlines, 3. Delta Air Lines, 4. Southwest Airlines, 5. AirTran Airways, 6. JetBlue Airways, 7. Continental Airlines, 8. Northwest Airlines, 9. United Air Lines, 10. American Airlines.
Image: images.businessweek.com
