US AIRWAYS – Winston-Salem, NC
- Sell airline tickets through direct customer contact with passengers and travel agents - Provide callers with information regarding flights, fares… CareerBuilder
US Airways – Winston-Salem, NC
- Provide hands-on leadership in achieving business objectives, ensuring maximum performance and adherence to service standards. Holds self and… Glassdoor
US Airways – Winston-Salem, NC
- Sell airline tickets through direct customer contact with passengers and travel agents - Provide callers with information regarding flights, fares… Glassdoor
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- Comp & Benefits
- Work/Life Balance
- Senior Management
- Culture & Values
- Career Opportunities
I worked at US Airways full-time (less than an year)Pros
*I would say the travel benefits, but the chances of you actually getting on a plane for free are about 10%, even if you plan and book your ticket based on seats available. Not really a perk if you can't fly.Cons
Where to start----
* When interviewed for this position I was told that US Airways and after they merge are focused on customer service and agents will not have to worry about call times. That's the only reason I wanted this job and decided to go back to a call center. That was all complete crap.
* Before you start you have to memorize 150+ airport codes, on day 2/3 if you don't make a 90 on the test you'll be let go right that second. You also will have 3 assessments throughout the first 4 weeks of training which you have to make a 85 or higher to keep your job. The on-the-job training for 4 weeks which you have to do great or your fired... then another few weeks of class, which has an assessment and if you fail your fired. I understand companies need some tests to make sure they have a good staff, but threatening firing every 2 seconds isn't a good way to communicate quality to your staff.
* During training class our instructors (who have both been with US Airways for 30+ years) talked every other word about call-time! call-time! call-time! Which was told to me and others that didn't matter. The instructors told us even them being there that long they can still get in trouble for bad call-times... even if your doing a reservation for a first time flyer internationally that had a ton of questions.
* I decided after about 2 weeks of class to quit. I made 100's on all my tests, but realized that this company is shady and just like any call center. A quote from our trainers was "We don't care about what the customer wants or needs, we just need to get them off the phone for our call-times"... I think if someone is paying crazy prices for plane tickets, bags, taxes, etc they deserve no pressure, no time limit calls. Plus, a friend worked there for about a year and advised me that 95% of her calls were angry passengers.
* You have to offer the US Airways credit card twice during every call or you get written up.
* Side note--- US Airways actually charges people a $25 (or $35 international)/ PER TICKET fee to book over the phone, when most people book 2 or 4 tickets a call... that's crazy! I would understand maybe a one-time fee of $25 for the whole reservation, but dang! You can book online for free btw....
* I'm worried with the merger of US and AA that the customer service will only get worse. I would spend a few extra bucks and get good service at Delta.Advice to ManagementAdvice
Have respect for your employees (especially the new generation) and for your customers!
Having your reps to "hurry and get off the phone" is crazy when people are spending $6,000 for 2 tickets round-trip to Greece and back... You expect your agents to do all that booking in less than 4 minutes and say all you have to say...? Good luck being the World's biggest, but worse airline!Doesn't RecommendNegative OutlookDisapproves of CEO