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America West Airlines
built 626 days ago
Founded in 1983, America West Airlines is the nation’s eighth-largest airline, with over 13,000 employees and nearly $1.5 billion in annual sales. Providing service throughout the United States, Canada, Mexico, and Costa Rica, America West flies an average of 15 million passengers per year. Interns work in Marketing, Finance, Safety Engineering, and other positions unique to an airline.
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America West Airlines is in the process of integrating Magic Service Desk's self service technology to replace its current manual internal process of fielding and addressing technology requests. The self service solution will allow managers to interact with America West's IT service desk in a much more immediate and efficient way for issues like problem status, problem escalations, and work order management. Online forms will be available to technicians for submission to the service desk, so that the system can automatically create and route work orders directly to the appropriate individuals.
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America West Airlines has had a tumultuous history: Chapter 11 in 1991, record FAA fines for maintenance violations, poor employee morale, and even poorer customer relations. Douglas Parker, who became the CEO on September 1, 2001, has presided over an amazing transition in operations and performance during one of the worst times in airline history. The case examines the strategy and "out-of-the-box" thinking that has led to the airline's transformation.
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In September 2003, America West Airlines implemented a new aircraft boarding strategy that reduces the airline’s average passenger boarding time by over two minutes, or approximately 20 percent, for full and nearly full flights. The strategy, developed by a team of Arizona State University and America West Airline’s personnel, is a hybrid between traditional back-to-front boarding and outside-inside boarding used by other airlines. Field observations, numerical results of analytical models, and simulation studies provided information that resulted in an improved aircraft-boarding strategy termed reverse pyramid. With the new boarding strategy, passengers still have personal seat assignments, but rather than boarding by rows from the back to the front of the airplane, they board in groups minimizing expected passenger interference in the airplane. The analytical, simulation, and implementation results obtained show that the method represents a significant improvement in terms of boarding time over traditional pure back-to-front, outside-inside boarding strategies.
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America West Airlines initiated service in 1983 with three aircraft and 280 employees. By 1990, America West was the first airline formed since industry deregulation to achieve major-airline status. America West served 94 destinations across the U.S., Mexico, Canada and Costa Rica with more than 900 daily departures.
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The two-year-old merger of America West Airlines and US Airways Group Inc. has been good for shareholders, employees and airline executives. But this year, it has ... been a mess for travelers.
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America West Airlines