When America West merged with US Airways, one theory suggested the move would improve US Airways' customer service and overall performance because America West, a successful airline, would help "fix" US Airways.
So far that's not really working out.
US Airways is still struggling to improve its customer service more than a year after we last checked in on the airline. The Arizona Republic notes that the one-two punch of March's ice storm and a changeover from two reservation systems (US Airways and America West) to one led to multiple delays, kiosk shut-downs, long lines at the check-in counter, and even cancellations. In the face of mounting criticism, the carrier vows it will take steps to improve its customer service.
The glass-half-full set can certainly choose to be optimistic about these steps, although I suspect the pessimists out there may have the more compelling case.
So, will any of this work? We probably won't know until the next Nor'easter comes along.