Comments on: “You have chunks in your beer”: Amazing customer letter to Midwest Airlines http://www.upgradetravelbetter.com/2008/10/30/you-have-chunks-in-your-beer-amazing-customer-letter-to-midwest-airlines/ Living the first class life -- at coach prices Fri, 20 Nov 2009 13:55:54 -0700 hourly 1 By: TH http://www.upgradetravelbetter.com/2008/10/30/you-have-chunks-in-your-beer-amazing-customer-letter-to-midwest-airlines/#comment-26792 TH Wed, 11 Feb 2009 22:38:52 +0000 http://www.upgradetravelbetter.com/2008/10/30/you-have-chunks-in-your-beer-amazing-customer-letter-to-midwest-airlines/#comment-26792 I'm long standing YX employee and I can tell you that the leaders here have their heads in the sand. I see a lot of communications about how we were ranked #1 yet again for customer service in some obscure publication, and how we've provided the best care in the air - yet again! The problem is, and has always been, that this company focuses on the positive feedback we receive and plays down anything negative as some random, ignorable, occurrence. I've flown other carriers (and our own) frequently in the past year- something I encourage our leadership to do - and can tell you from my own personal experience, that there are a lot of disgruntled ex-Midwest customers out there. The leaders of this company believe that our service is what differentiates us. What they do not realize, or at least are unwilling to accept, is that our service *does* differentiate us, just not in they way they think. When the people I encounter talk positively about Midwest, it's always in the past tense, and delivered with a note of pity and sadness. I’m long standing YX employee and I can tell you that the leaders here have their heads in the sand. I see a lot of communications about how we were ranked #1 yet again for customer service in some obscure publication, and how we’ve provided the best care in the air – yet again! The problem is, and has always been, that this company focuses on the positive feedback we receive and plays down anything negative as some random, ignorable, occurrence. I’ve flown other carriers (and our own) frequently in the past year- something I encourage our leadership to do – and can tell you from my own personal experience, that there are a lot of disgruntled ex-Midwest customers out there. The leaders of this company believe that our service is what differentiates us. What they do not realize, or at least are unwilling to accept, is that our service *does* differentiate us, just not in they way they think. When the people I encounter talk positively about Midwest, it’s always in the past tense, and delivered with a note of pity and sadness.

]]> By: Irv http://www.upgradetravelbetter.com/2008/10/30/you-have-chunks-in-your-beer-amazing-customer-letter-to-midwest-airlines/#comment-26741 Irv Wed, 04 Feb 2009 19:10:40 +0000 http://www.upgradetravelbetter.com/2008/10/30/you-have-chunks-in-your-beer-amazing-customer-letter-to-midwest-airlines/#comment-26741 Brilliant! I truly hope other airlines read this letter as well. Even if the CEO doesn't read this, the letter was well worth the writing simply from the buzz it's created. Here it is, several months later, and people are still finding it on the Internet (i.e. me!) These are tough times, true, but not every cut back is a smart one. Brilliant! I truly hope other airlines read this letter as well. Even if the CEO doesn’t read this, the letter was well worth the writing simply from the buzz it’s created. Here it is, several months later, and people are still finding it on the Internet (i.e. me!) These are tough times, true, but not every cut back is a smart one.

]]> By: Upgrades and Downgrades – | Upgrade: Travel Better http://www.upgradetravelbetter.com/2008/10/30/you-have-chunks-in-your-beer-amazing-customer-letter-to-midwest-airlines/#comment-26707 Upgrades and Downgrades – | Upgrade: Travel Better Fri, 30 Jan 2009 01:49:37 +0000 http://www.upgradetravelbetter.com/2008/10/30/you-have-chunks-in-your-beer-amazing-customer-letter-to-midwest-airlines/#comment-26707 [...] to Heathrow, has been offered a new job: food tester for Virgin. Call me biased, but I still like Robert P.’s letter to Midwest Airlines better. (”You have chunks in your beer.”) Hey Robert, get any job [...] [...] to Heathrow, has been offered a new job: food tester for Virgin. Call me biased, but I still like Robert P.’s letter to Midwest Airlines better. (”You have chunks in your beer.”) Hey Robert, get any job [...]

]]> By: JAB http://www.upgradetravelbetter.com/2008/10/30/you-have-chunks-in-your-beer-amazing-customer-letter-to-midwest-airlines/#comment-26455 JAB Tue, 06 Jan 2009 23:02:46 +0000 http://www.upgradetravelbetter.com/2008/10/30/you-have-chunks-in-your-beer-amazing-customer-letter-to-midwest-airlines/#comment-26455 As an Midwest employee for the last 22 years, I know for a fact that writing a letter to this company will not get you anywhere. If it makes you feel better to gripe, then fine...do it. He see's what he wants to see and hears only what he wants to hear. He wears blocks and blinders like a horse does. The only way the company will change is when he either steps down voluntarily or is forced out. He is very slow to react to the problems in front of him. Had he acted earlier on these issues, we would not be in the position we are today. Its also nice to hear on the news today that Midwest Connect now flies more passengers out of MKE than any other airline *even mainline Midwest!!). NOT!! As an Midwest employee for the last 22 years, I know for a fact that writing a letter to this company will not get you anywhere. If it makes you feel better to gripe, then fine…do it. He see’s what he wants to see and hears only what he wants to hear. He wears blocks and blinders like a horse does. The only way the company will change is when he either steps down voluntarily or is forced out. He is very slow to react to the problems in front of him. Had he acted earlier on these issues, we would not be in the position we are today.

Its also nice to hear on the news today that Midwest Connect now flies more passengers out of MKE than any other airline *even mainline Midwest!!). NOT!!

]]> By: MDF http://www.upgradetravelbetter.com/2008/10/30/you-have-chunks-in-your-beer-amazing-customer-letter-to-midwest-airlines/#comment-25330 MDF Sat, 08 Nov 2008 20:28:40 +0000 http://www.upgradetravelbetter.com/2008/10/30/you-have-chunks-in-your-beer-amazing-customer-letter-to-midwest-airlines/#comment-25330 XY makes a good point, but only so far. It's clear Midwest's business model was in trouble. Its new seating arrangements are trying to do what economists call "price discrimination" -- charging more to customers willing to pay more. But its doing it in a very half-assed way. Tourist travelers will go for the lowest fare. Some (though not most) business travelers as well. But you have to draw a distinction between a business traveler and the business whom the traveler works for (and who is paying the bill). Corporations often have contracts with an airline or certain guidelines for business travel designed to save the company money in the long-run while not making the travel too onerous for employees. One of the key things these guidelines try to do is make the travel justifiable to shareholders, voters, or whoever else might be in an oversight position. Therefore, you see things like companies willing to pay for business class, but not first class -- regardless of the price. This means that any airline with 2 classes that calls the higher class "first" potentially misses out on a lot of fares. The same thing here. A company likely will cough up an extra $50 in the cost of a ticket as the price of current air travel. But it won't reimburse a business traveler for a $50 upgrade. One is looked at as necessary under the rules, the other as unnecessary. These rules may not be rational, but how many corporate rules are? The bottom line, in other words, is that by trying to raise revenue from business travelers through fees, you may actually be cutting your opportunity to recoup your costs. This is something the finance industry has long realized. I'm surprised the airline industry hasn't figured it out yet. XY makes a good point, but only so far. It’s clear Midwest’s business model was in trouble. Its new seating arrangements are trying to do what economists call “price discrimination” — charging more to customers willing to pay more. But its doing it in a very half-assed way. Tourist travelers will go for the lowest fare. Some (though not most) business travelers as well. But you have to draw a distinction between a business traveler and the business whom the traveler works for (and who is paying the bill). Corporations often have contracts with an airline or certain guidelines for business travel designed to save the company money in the long-run while not making the travel too onerous for employees. One of the key things these guidelines try to do is make the travel justifiable to shareholders, voters, or whoever else might be in an oversight position. Therefore, you see things like companies willing to pay for business class, but not first class — regardless of the price. This means that any airline with 2 classes that calls the higher class “first” potentially misses out on a lot of fares. The same thing here. A company likely will cough up an extra $50 in the cost of a ticket as the price of current air travel. But it won’t reimburse a business traveler for a $50 upgrade. One is looked at as necessary under the rules, the other as unnecessary. These rules may not be rational, but how many corporate rules are?

The bottom line, in other words, is that by trying to raise revenue from business travelers through fees, you may actually be cutting your opportunity to recoup your costs. This is something the finance industry has long realized. I’m surprised the airline industry hasn’t figured it out yet.

]]> By: YX employee http://www.upgradetravelbetter.com/2008/10/30/you-have-chunks-in-your-beer-amazing-customer-letter-to-midwest-airlines/#comment-25326 YX employee Sat, 08 Nov 2008 11:17:21 +0000 http://www.upgradetravelbetter.com/2008/10/30/you-have-chunks-in-your-beer-amazing-customer-letter-to-midwest-airlines/#comment-25326 Nice post, however, you must not understand the economics of the airlines industry today. Yes, we all would love to have the signature seats throughout the aircraft. Some have even said they didn't mind paying extra in the past for the seats and meals that were a Midwest tradition.... So those same people are now saying they will not fly Midwest or pay 50.00 more for a signature seat... but wait.. they just said they didn't mid paying a premium to fly Midwest prior to the seat modification, so why gripe now? AirTran and all the other airlines also charge more for their "premium seating" and have traditional coach seats in the back. So you are now never going to fly Midwest, but you will fly another airline that offers the same or worse seating? Yeah.. OK.. I guess that makes sense... NOT. In todays economic environment, the 88 seat 717 was not making money and YX was and is not able to charge more than other airlines with similar flight times. Yes, some have said they would pay more... but the key work is only some would pay more.. are you going to pay enough to cover the cost of those who will not pay more so they fly the cheapest competitor regardless of connections? NO. How would Midwest be able to cover the costs of the business when only a handful of passengers would pay more for an all signature seating configuration... OH and good luck getting your corporate office to pay more money, when you yourseld said they won't cover the 50.00 fee to have a signature seat now! DUH. Airlines are a business, and like all businesses, they must change and adapt to the current economic conditions. Midwest had no choice but to change their current business model as there is no way it would be even remotely successful in todays environment. So many are quick to blame Tim and say he had a failed business plan and drove the company to the ground.. well, he has not. I have heard comments by flight crews saying we should have expanded.. what to very price competitive markets? markets with very low yields, but hight load factors? Yeah.. that works.. NOT. I have heard many say Tim has ruined Midwest.. I challenge any of those who are so smart to come up with a viable business plan that would work and be profitable, pay our flight crew what they feel they deserve.. oh lets not forget the rest of the employees who the unions could care less about. So bottom line, Midwest changed their business model because they had to, not because they wanted to. We would love to be the "old" Midwest Express, but it is not feasable anymore. i would like to pay .25 for gas, but those days are not coming back. Nice post, however, you must not understand the economics of the airlines industry today.
Yes, we all would love to have the signature seats throughout the aircraft. Some have even said they didn’t mind paying extra in the past for the seats and meals that were a Midwest tradition…. So those same people are now saying they will not fly Midwest or pay 50.00 more for a signature seat… but wait.. they just said they didn’t mid paying a premium to fly Midwest prior to the seat modification, so why gripe now? AirTran and all the other airlines also charge more for their “premium seating” and have traditional coach seats in the back. So you are now never going to fly Midwest, but you will fly another airline that offers the same or worse seating? Yeah.. OK.. I guess that makes sense… NOT.

In todays economic environment, the 88 seat 717 was not making money and YX was and is not able to charge more than other airlines with similar flight times. Yes, some have said they would pay more… but the key work is only some would pay more.. are you going to pay enough to cover the cost of those who will not pay more so they fly the cheapest competitor regardless of connections? NO. How would Midwest be able to cover the costs of the business when only a handful of passengers would pay more for an all signature seating configuration… OH and good luck getting your corporate office to pay more money, when you yourseld said they won’t cover the 50.00 fee to have a signature seat now! DUH.

Airlines are a business, and like all businesses, they must change and adapt to the current economic conditions. Midwest had no choice but to change their current business model as there is no way it would be even remotely successful in todays environment.

So many are quick to blame Tim and say he had a failed business plan and drove the company to the ground.. well, he has not. I have heard comments by flight crews saying we should have expanded.. what to very price competitive markets? markets with very low yields, but hight load factors? Yeah.. that works.. NOT. I have heard many say Tim has ruined Midwest.. I challenge any of those who are so smart to come up with a viable business plan that would work and be profitable, pay our flight crew what they feel they deserve.. oh lets not forget the rest of the employees who the unions could care less about.

So bottom line, Midwest changed their business model because they had to, not because they wanted to. We would love to be the “old” Midwest Express, but it is not feasable anymore. i would like to pay .25 for gas, but those days are not coming back.

]]> By: Tino http://www.upgradetravelbetter.com/2008/10/30/you-have-chunks-in-your-beer-amazing-customer-letter-to-midwest-airlines/#comment-25206 Tino Mon, 03 Nov 2008 14:29:17 +0000 http://www.upgradetravelbetter.com/2008/10/30/you-have-chunks-in-your-beer-amazing-customer-letter-to-midwest-airlines/#comment-25206 I want the plaque in the photo. Awesome. I want the plaque in the photo. Awesome.

]]> By: MNM http://www.upgradetravelbetter.com/2008/10/30/you-have-chunks-in-your-beer-amazing-customer-letter-to-midwest-airlines/#comment-25171 MNM Sat, 01 Nov 2008 23:36:07 +0000 http://www.upgradetravelbetter.com/2008/10/30/you-have-chunks-in-your-beer-amazing-customer-letter-to-midwest-airlines/#comment-25171 This letter is one of probably many like it that no one sees. If you think they treat their passengers bad, you'd be horrified over how they treat employees. I am a former Skyway employee that, like many good people I have known, bled blue for the company. When I began working there, I was so proud of a company I thought had nowhere to go but up. Now Skyway is gone and the only way Midwest is going up is in another air carrier's plane. Not only that, but my family (new baby included) is directly affected by the epidemic of furloughed pilots. I'm sure that many of the passengers I encountered over the years, singing the airline's praises, have gone elsewhere. Too bad, because even if Mr. Hoeksema and the rest of his minions don't care about Midwest's passengers, know that the pilots, flight attendants, and ticket agents you all encounter do. The employees hate the changes just as much as the passengers do. Don't believe the rediculous messages Mr. Hoeksema puts out to the media... he doesn't have a clue. This letter is one of probably many like it that no one sees. If you think they treat their passengers bad, you’d be horrified over how they treat employees. I am a former Skyway employee that, like many good people I have known, bled blue for the company. When I began working there, I was so proud of a company I thought had nowhere to go but up. Now Skyway is gone and the only way Midwest is going up is in another air carrier’s plane. Not only that, but my family (new baby included) is directly affected by the epidemic of furloughed pilots. I’m sure that many of the passengers I encountered over the years, singing the airline’s praises, have gone elsewhere. Too bad, because even if Mr. Hoeksema and the rest of his minions don’t care about Midwest’s passengers, know that the pilots, flight attendants, and ticket agents you all encounter do. The employees hate the changes just as much as the passengers do. Don’t believe the rediculous messages Mr. Hoeksema puts out to the media… he doesn’t have a clue.

]]> By: jakedc9 http://www.upgradetravelbetter.com/2008/10/30/you-have-chunks-in-your-beer-amazing-customer-letter-to-midwest-airlines/#comment-25168 jakedc9 Sat, 01 Nov 2008 21:22:43 +0000 http://www.upgradetravelbetter.com/2008/10/30/you-have-chunks-in-your-beer-amazing-customer-letter-to-midwest-airlines/#comment-25168 I must admit the customer service letter hits home on a lot of valid issues. As a concerned employee of this airline I ask that everyone take a step back and allow the current strife affecting this company to run it's due course. The 2 organized labor groups within the airline (pilots and flt attendants) are working hard both publicly and behind the scenes to right the wrongs that at present are dragging this once great company down. Please don't give up on Midwest. Instead, voice your concerns to our management, insist they return all the good people's jobs that have been outsourced or flat-out eliminated to go back and fulfill the careers that they once were so proud to accomplish. I must admit the customer service letter hits home on a lot of valid issues. As a concerned employee of this airline I ask that everyone take a step back and allow the current strife affecting this company to run it’s due course. The 2 organized labor groups within the airline (pilots and flt attendants) are working hard both publicly and behind the scenes to right the wrongs that at present are dragging this once great company down.
Please don’t give up on Midwest. Instead, voice your concerns to our management, insist they return all the good people’s jobs that have been outsourced or flat-out eliminated to go back and fulfill the careers that they once were so proud to accomplish.

]]> By: jgonzz http://www.upgradetravelbetter.com/2008/10/30/you-have-chunks-in-your-beer-amazing-customer-letter-to-midwest-airlines/#comment-25167 jgonzz Sat, 01 Nov 2008 20:53:32 +0000 http://www.upgradetravelbetter.com/2008/10/30/you-have-chunks-in-your-beer-amazing-customer-letter-to-midwest-airlines/#comment-25167 A letter to the CEO wont do any good. Midwest is owned by Ft. Worth, TX fund called "TPG Capital". I speculate that when oil broke $100 TPG was losing a fortune on its investment. When oil was nearing $150 the guys/gals that made the decision to buy Midwest Airlines were probably 'let go'. TPG paid $16/share after Air Tran offered $15.75. Air Tran is about $3.50 a share because of poor oil hedging choices and what looks like a 'recession' coming down the pike. TGP has lost a fortune on their Midwest Air investment so they need to do whatever is necessary to keep the airline running and to cut down on further losses.. I live/work in NYC and grew up in Topeka so Midwest Air was 'my airline' of choice for a non-stop from NYC to Kansas City. I recently had to use Air Tran because Midwest only had the new coach seats. They hadn't installed the 'biz class' yet. I'm 6-2" 250lbs. Coach seats weren't designed for people like me. A letter to the CEO wont do any good. Midwest is owned by Ft. Worth, TX fund called “TPG Capital”. I speculate that when oil broke $100 TPG was losing a fortune on its investment. When oil was nearing $150 the guys/gals that made the decision to buy Midwest Airlines were probably ‘let go’. TPG paid $16/share after Air Tran offered $15.75. Air Tran is about $3.50 a share because of poor oil hedging choices and what looks like a ‘recession’ coming down the pike. TGP has lost a fortune on their Midwest Air investment so they need to do whatever is necessary to keep the airline running and to cut down on further losses..

I live/work in NYC and grew up in Topeka so Midwest Air was ‘my airline’ of choice for a non-stop from NYC to Kansas City. I recently had to use Air Tran because Midwest only had the new coach seats. They hadn’t installed the ‘biz class’ yet. I’m 6-2″ 250lbs. Coach seats weren’t designed for people like me.

]]> By: Roktman http://www.upgradetravelbetter.com/2008/10/30/you-have-chunks-in-your-beer-amazing-customer-letter-to-midwest-airlines/#comment-25166 Roktman Sat, 01 Nov 2008 20:38:19 +0000 http://www.upgradetravelbetter.com/2008/10/30/you-have-chunks-in-your-beer-amazing-customer-letter-to-midwest-airlines/#comment-25166 As a 15 year employee/Pilot we are embarrased with our managment team and the waisting of our airline. We have work hard and been proud of the product we had. Coorperate greed and poor managment has lead to were we are at. As a 15 year employee/Pilot we are embarrased with our managment team and the waisting of our airline. We have work hard and been proud of the product we had. Coorperate greed and poor managment has lead to were we are at.

]]> By: Carlo http://www.upgradetravelbetter.com/2008/10/30/you-have-chunks-in-your-beer-amazing-customer-letter-to-midwest-airlines/#comment-25147 Carlo Sat, 01 Nov 2008 00:56:04 +0000 http://www.upgradetravelbetter.com/2008/10/30/you-have-chunks-in-your-beer-amazing-customer-letter-to-midwest-airlines/#comment-25147 Incredible analogy. I hope someone sits up and takes notice. I mean, the *right* someone. Incredible analogy. I hope someone sits up and takes notice. I mean, the *right* someone.

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