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US Airways attendants see 'trouble' in drink fees
Sunday, June 29, 2008

Passengers aren't the only ones grumbling about US Airways' recent decision to charge for in-flight beverages. The flight attendants who will have to collect it are also unhappy and say the cost-cutting move is going one step too far.

The company is "asking for trouble" if it demands $2 from thirsty customers who will have already paid for higher airfare and all of their checked bags, said Mike Flores, spokesperson for the US Airways chapter of the Association of Flight Attendants.

What's worse, he said, flight attendants will have to take the hit from passengers.

"I'm the person that has to stand there and face customers," said flight attendant Kim Kaswinkel, who has been with US Airways for 20 years. "They could be out of breath from running to the plane and need a glass of water and I have to say, 'That will be $2'?"

US Airways is the only major domestic carrier so far that will charge for in-flight beverages. Beginning Aug. 1, soft drinks, juice and water will cost $2 and coffee will be $1.

"Flight attendants are taking the brunt of an implementation that hasn't been thought out for the people that will be on the front line," said flight attendant Dianne Britton, who said she was concerned customers will take out their frustrations on her and her co-workers. "Your options are limited at 35,000 feet. You don't have the flexibility that you do on the ground when there's a conflict."

Mr. Flores said many flight attendants with US Airways would like to see the airline raise its fares rather than "nickel and dime" passengers on board.

But a move like that could be fatal in the current market, said local airline analyst Bill Lauer. Rising fuel prices and an overabundance of seats are threatening nearly every major airline in the country, Mr. Lauer said.

"If US Airways was to unilaterally raise its prices to cover all its costs, most importantly, fuel costs ... other airlines would likely undercut it on price and take traffic away from it," he said.

So, like many other domestic carriers, the airline has resorted to "hidden charges," which don't affect the price customers see when comparing airfares online.

"Somebody has to take the lead," Mr. Lauer said. "I'm surprised quite frankly the [beverage] fee isn't $10. You can't blame them. ... They have to do everything they possibly can to generate revenue to improve their cash flow."

Some analysts have said US Airways is one of the most vulnerable major airlines in the country and project it will have some of the highest losses in the industry in 2008 and 2009.

The airline, like other major carriers, will soon charge for the first checked bag, phone-in reservations and certain window and aisle seats. "It was a really tough decision for us to have to do this," US Airways spokesman Morgan Durrant said. "It's really a change in the way we operate but it's the reality we have to deal with.

"We've heard a lot from our employees since we announced this June 12," Mr. Durrant said. "We value their input and we want to work with them to address their concerns."

Ms. Kaswinkel said she understands the strapped financial situation of her employer, but she thinks the beverage fee will not fly -- with customers or employees.

"It's degrading to our profession," Ms. Kaswinkel said. "We are safety professionals, not grocery story clerks."

If US Airways can't afford to serve beverages, then don't offer them, she said.

Mr. Flores, the union spokesman, said the airline's decisionmakers have not thought through the logistics of a beverage fee.

Preparing the cabin for landing could prove difficult if customers don't want to give up a half-finished drink they just paid for. Making change is also bound to be a problem, he said.

Beverage fees won't take effect until August. In the meantime, Mr. Flores plans to become more vocal about employee dissent by sending out union-wide e-mails and posting them on the union's Web site. His latest e-mail, sent June 20, generated more than 150 responses. Usually, his e-mails don't draw more than 30 replies, he said.

"I realize airlines have to respond to [higher fuel costs], but you can go too far. And selling drinks on board an airplane is going too far," he said.

The beverage charges will be rolled out in August and reevaluated after a few months.

On a vacation in North Carolina last week, flight attendant Michael Semon heard troubling responses when he and his wife told people where they worked.

"Quite to our dismay, the first thing out of folks' mouths was, 'Oh, so you're going to start charging $2 for pop?' "

It wasn't long ago, he said, when people would marvel at his job and ask about all the places he had seen around the world.

Mary Kate Malone can be reached at mmalone@post-gazette.com or 412-263-3858.
First published on June 29, 2008 at 12:00 am
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