US Airways - July 2012 - (Page 12)

embark Making It Happen Behind the Scenes of your Flight AheAd of Time MeeT: Diane McRae HeR joB: System Support Center Specialist TiMe wiTH uS AiRwAyS: 24 years Looking Out for You By Tara Titcombe US Airways’ passenger re-accommodation system serves customer travel needs way ahead of time. Delayed or canceled flights are frustrating. Fortunately, US Airways has an entire team dedicated to monitoring these interruptions, managing reservations, and rerouting passengers as quickly as possible. The team consists of the System Support Center, which keeps track of the overall operation; Passenger Operations Control is located at each major hub and is in charge of monitoring the hub’s inbound flights; and Inventory Services is responsible for all canceled flights and delays that occur four hours before scheduled departure. “Depending on when the disruption takes place, we have the opportunity to be proactive,” explains ★ Nura Eltaib, senior manager of “Our role is essentially to get Systems Customer Service. “For customers from point A to point example, if it’s two hours before B as quickly as possible during a disruption,” says McRae, scheduled departure, we can who does this by constantly identify the disrupted flight and monitoring flights, weather, and work with the Operations Control maintenance reports. When McRae has to reschedCenter and the affected airport to ule passengers, she takes into consideration all the factors. “I develop a plan.” look at details such as how far At the affected airport, back in the plane a passenger is US Airways will then re-ticket sitting, how far their connecting gate is, if they’re traveling with any customers as needed, and young children, or if they have meet them at the gate with their special needs.” And she’s always sure to work ahead. “Often we’ll new itinerary information. New tools are being developed have our customers taken care of before they’ve even departed to make the process even smooth- from their originating city.” er. “Technology is constantly changing,” says Melody Andersen, director of Customer Strategy. “But we’re making sure we’re providing the right service to the customer.” photos by (clockwise from top left) jerome lukowicz and christopher barr (2) Time Wise MeeT: Rich Patchett HiS joB: System Support Center Specialist TiMe wiTH uS AiRwAyS: 14 months A self-professed airline geek, Rich Patchett loves his job. “My favorite part is helping out the agents and getting the passengers on their way,” he says. Patchett works directly with agents at the affected airports to help make the re-accommodation process smooth for everyone. He also takes pride in reassuring passengers. “When a customer’s at 30,000 feet, they don’t realize that someone is watching their flight and watching their connections,” Patchett says. “There is always somebody watching their backs.” 12 july 2012 usairwaysmag.com http://www.usairwaysmag.com

Table of Contents for the Digital Edition of US Airways - July 2012

US Airways - July 2012
Table of Contents
CEO Letter
From the Editor
Did You Know?
Making It Happen
Hot Spots: Best Beaches
Wine & Dine: Table to Farm
Adventure: Home-Court Advantage
Great Escapes: Mayan Adventure
Destination Fabulous
Gear Up: Activate!
London Calling
Room with a View
Chefs Tell: Water's Edge
Charlotte in 2012
Best of Health
Flying High in North Carolina
Charlotte U.S.A.: From Crackers to Gelato
University Spotlight: Grand Canyon University
Must Read: Better, Stronger, Faster
Puzzles
Readers Resource Index
Your US Airways Guide
Video Entertainment
Audio Entertainment
U.S. and Caribbean Service Map
International Service Map
Airport Terminal Maps
US Airways Fleet/Customs & Immigration
Passenger Info/Contact US Airways
US Airways MarketPlace™
Window or Aisle?

US Airways - July 2012