InFlight Services and Customer Service Uniform FAQ's

(revised January 5, 2008) 

When will the new uniform program launch?

Flight attendants will begin wearing their new uniforms on March 3, 2008.  Customer Service and US Airways Express employees, including Express flight attendants are currently planned to launch in late April. We will provide a date when we’ve received confirmation that all uniform pieces are in stock.

Why the delay in launching the new uniforms?

The new program was designed to give our employees a wide variety of choices. This decision involved some risk as we could not accurately predict what quantities would be required for some of the more popular pieces.  Unfortunately, this has created a back order situation that can best be resolved by a phased launch by work group.

Why are flight attendants launching first?

When considering a launch date we have three potential groups; Flight Attendants, Customer Service and Express. We feel it is important that all of customer service launch at the same time- Express and Mainline. These two groups combined have many more employees than then flight attendant which can be filled as early as March. We did look at several other options including all Customer Service, separate launch for domestic and international and just launching our hubs and focus cities first. In the end a flight attendant launch in early March makes the most sense of our work groups and our employees.

When can I wear my new uniform?

Your new uniform cannot be worn until your departmental program launch date: March 3rd for Flight Attendants and a Customer Service launch date to be determined and communicated later this month.

It’s cold!  Can I at least wear my new all-weather coat?

Yes, your new all-weather coat is the only piece that can be worn immediately upon delivery.

What should I do when I get my order?

Open your order right away and verify your packing slip matches what you received. Then try on all your pieces to make sure they fit. If you need to return anything, please initiate the return immediately as it may take 2-3 weeks to get an exchange processed. Return process is included in your order.   

The last date for flight attendants to return garments to TwinHill for exchange will be February 8, 2008 to ensure your items are sent back in time for the launch on March 3^rd.  Please note: All flight attendants are expected to be in compliance on launch day.

Which items are on back order?

Short sleeve shirts, sweaters and polo shirts will not be available in sufficient quantities for a March launch for both work groups and Express. TwinHill will have enough product to fill flight attendant orders for the March launch. Please note: the bold tie and scarf will not be available until late March. 

When will the maternity program be available?

Loaner pieces will arrive at our hubs and focus cities in early February and may be worn by InFlight, Customer Service and US Airways Express employees starting on March 3^rd. This is an exception to the launch dates mentioned above.  Please check with your supervisor for further details as this process is still being developed. Other stations will need to order two loaner garments per employee from TwinHill as the need arises for expectant mothers.

What about those of us with special needs?

Those who need religious or medical accommodations may order approved garments, such as a modesty jumper.  If you are allergic to wool, non-wool uniform alternatives are available as well, with a doctor’s letter.  If you need to change your order for these special needs please call TwinHill before February 8^th. If your shipment arrives before you’re able to call, simply return your garments for an exchange – details regarding exchanges appear in the FAQs below.  See your supervisor for details about any of these needs.

Can we still order from M & H, Cintas and Geiger?

Yes, all of these programs are still active, however some items may be substituted with generic or unbranded items as we cycle through inventory.

My Customer Service uniform needs to be replaced now. What do I do?

If your uniform no longer meets uniform expectations, please see your supervisor for your options. New uniforms are right around the corner –thanks for your patience. 

If I am on LOA what do I do?

You can get fitted for your uniform and complete your worksheet, but please hold onto it until the final process is in place for ordering uniforms. If you were eligible for an allotment on October 7, 2007, your supervisor will be able to add points for you to use. We’re working with the vendor to have this function active in March.

I still cannot log into the uniform site.  What now?

If you’re an active employee, please call TwinHill to access your account. Other issues can be emailed to

todd.vigil@usairways.com

I still need to get fitted. How do I do that?

Hub/Focus cities: CLT, PHL, PHX, BOS, DCA, LAS, and LGA: Work with your station/base for access to the fit lines. The PHX fit line is currently not available, but will be in the coming months.

All other cities: Please use the size charts on the TwinHill site or visit any Men’s Wearhouse to be measured free of charge.

What do I need to take with me to my fitting?

You’ll want to print out the ordering worksheets from Compass/theHub in advance and be sure to bring something to write with.

I remember hearing something about complimentary service at The Men's Wearhouse. Can't I just get fitted there?

If you can't make it to one of the seven focus cities locations, we encourage you to use the size chart accompanying the uniform catalog or on Compass and theHub. It tells you how to properly measure yourself for the best fit. If you still need help, you can visit any Men's Wearhouse nationwide (women too). Their professional tailors will measure you free of charge. The Men's Wearhouse is only for measuring, not actually trying on the garments. That service is only available at a fit line.

How and when will I receive my new garments?

Uniforms have begun shipping for flight attendants and will arrive via FedEx. It will take several weeks to get all in stock items shipped. Your order may come in multiple packages.

Customer Service and Express orders will ship as we near the launch date which has yet to be determined.

How will alterations be handled? Am I on my own?

The garments that are sent to you will be the size that fit you best at your fitting. No alterations are made by TwinHill, unless you choose to receive your pants pre-hemmed. If you need any alterations for your new garments you have two options – take them to your favorite tailor or take them to any Men's Wearhouse location (women too). The Men's Wearhouse has very competitive rates. Keep in mind the alterations must be consistent with your department's uniform expectations. Go online at www.menswearhouse.com to find any of the more than 550 Men's Wearhouse locations throughout the U.S.

Note: Your new uniform will come with a $25 gift card to The Men's Wearhouse. This gift card can be used at your discretion for alterations or Men's Wearhouse merchandise.

What will Airport Customer Service supervisors wear?

All Airport Customer Service supervisors will wear TwinHill uniforms. Shift Managers are encouraged to wear business attire now, but will be required to wear their own business attire when the new Customer Service program launches.  (Guidelines for proper business attire will be provided by your department on February 4th).

What about new hires? Will they get an allowance or will they need to pay? What if they just bought uniforms that will now be the old uniforms?

Any employee on active status as of October 7, 2007 will receive an allotment, regardless of their hire date. Any employee on active status starting October 8, 2007 will purchase their new uniform from TwinHill per their department's guidelines. The employee will be given a limited selection of the current uniform garments to wear until the new program is in effect at company expense.

What about payroll deduction?

Payroll deduction is still being developed. We expect to have this functionality before the Customer Service program launches. At this point new hires for Customer Service can then place their new orders.

Are we getting new name bars and wings as well? What will they look like?

West Flight attendants will get two of the nickel wings without names. East FAs will continue to use their current wings. West CSAs will get two name bars. East CSAs will get one name bar. Distribution of name bars and wings will be handled in a separate process aside from the TwinHill fittings but done at the same time so everyone will be in the new look.  The hardware will be distributed by your work group in the weeks leading up to your uniform launch date.

Why are the uniforms the same for CSAs and FAs?

As you'll see from the catalog, the best thing about this new uniform program is the large selection of items and colors from which you can choose. If we put CSAs and FAs in different uniforms, we would have greatly reduced the options for the employees. We consulted with the 18-member employee uniform review team made up of Customer Service agents and flight attendants plus Customer Service and Flight Attendant management and union leadership on this issue. They all agreed that putting CSAs and FAs in the same uniform so that the employees could have the most options was the right decision.

How will ordering online work? Is it quick and painless?

A link to the online ordering site is up on Compass and theHub. This site has been cleared for access from crew rooms. This site also will be used for ordering new garments at any point in the future.

How much money do I have in my allotment?

Allotment amounts vary by workgroup. Please refer to the uniform guidelines communicated by your department regarding allowable spending amounts. Also, when you log in to the ordering website the first time, you will see a credit amount in your shopping cart. The value of the credit is your allotment. With the launch of the new program, all workgroups will be on a wear and tear program to replace uniform pieces that are no longer in compliance.

Can I purchase additional garments?

Yes. You can purchase additional garments once you've spent all of your allotment funds. The online ordering site will take credit cards. You can also do a payroll deduction in the coming months.

What do the individual garments cost?

Will the website know what garments are mandatory for me to order?

No, so it's up to you to know what you're required to order and make sure that it's part of your order.

Mainline Customer Service Agents - you are required to order one belt if you order any pants. The only item you cannot order is a serving apron (for FAs only). If you work in a cold weather city you will order your all-weather coat in a separate process aside from the TwinHill fittings.

Mainline Flight Attendants - you are required to order one tie or scarf and one serving apron. However, it is recommended that you order an all-weather coat, one belt (if ordering any pants) and an additional apron. Flight attendants will not be permitted to their own outerwear or belts. The only item you can't order is a polo shirt (sorry - for CSAs only).

Express employees please work with your leadership for specific guidelines.

How will Customer Service Agents order an all-weather coat?

Customer Service Agents will order an all-weather coat in a separate process aside from the TwinHill fittings. Please work with your station leadership on your order status.

Will Express employees wear the new uniforms?

PSA and Piedmont employees will be in the same uniform because they are wholly-owned subsidiaries. CSAs of the other Express carriers will wear the same uniform as mainline, however they will not have access to the heritage shirts, ties or scarves. Non-wholly-owned FAs will have an approved generic navy blue uniform. The exact changeover date for non-wholly owned Express employees is still being determined.

What do I do with my old uniform pieces after my department’s launch date?

You should remove all of the US Airways or America West branding from the garments, such as buttons, etc. You can then dispose of them how you wish, however, a local charity would really appreciate the donation. There will be no collections of old uniforms conducted by the airline.

Will uniform guidelines be provided for the new program?

Yes. You will receive a Quick Reference Guide in your order.  Comprehensive uniform expectations for each work group will be made available on Compass/theHub and from your station/base leadership.  

Are there any restrictions about which items I can wear together?

There will be very few restrictions since the entire collection was designed to mix and match. Check out your Quick Reference Guide in your shipment for further details.  Details will also be available on Compass/theHub.  

Tell me more about Stan Herman, the designer.

Stan has been designing uniforms for over 25 years, but even before that was well known as a designer who prided himself on designing great fashion that was accessible to everybody. His uniforms have always combined design with function and comfort. His mantra: you should want to wear your uniform the same way you want to wear your own clothes.

Will ties and scarves be required?

No, they are optional. However, the time may come when neckwear could be required for certain types of flying such as transatlantic flights. (Therefore there is a requirement to order one piece of neckwear.)

I received my uniform pants and they are the wrong length. Can I return them?

No. Altered or cleaned items cannot be returned. However, you may take them to your tailor or the Men’s Wearhouse store nearest you to be re-altered to an appropriate length.

I wear an unusual size. How do you plan to address the needs of employees like me?

TwinHill offers a wide range of garments for our program. Ladies' tailored garments range from 00R to 34WT. Men's pants will range from 28S to 58L and coats from 34S to 62L. Employees will not be allowed to order garments intended for the opposite gender. In some cases, employees may be considered a special size; those items will require a longer lead-time and must be ordered by calling TwinHill with your measurements and needs.

If I am currently pregnant, do I order my new uniform?

No. You will order your new uniform as part of the return to work process at the end of your maternity leave. However, if a maternity uniform is needed in the interim, please contact your supervisor as a loaner program will be available.

How do I log in to the website for the first time?

Use your new US Airways Badge number to login. The default password is 'welcome' with no quotes, in all lower case.

What is the process for a return or exchange?

TwinHill merchandise cannot be returned to a Men's Wearhouse retail location. If you need to return or exchange your TwinHill product(s) please follow the instructions below.

Please note:  the last date for flight attendants to return garments to TwinHill for exchange will be February 8, 2008 to ensure your items are sent back in time for the launch on March 3^rd. 

If a garment has been altered in any way, including a hem, it cannot be returned for exchange or credit. If pants are ordered hemmed, the hem can be adjusted free of charge at any Men’s Wearhouse location for the life of the garment.

If the wrong size garment is ordered, TwinHill will exchange the garment as long as it has not been worn, laundered, dry cleaned or altered and the garment is returned within 30 days of receipt. The employee must cover the cost of return shipping. Remember, US Airways employees receive up to 75% off FedEx shipments.

Orders can be changed prior to garment shipping by contacting TwinHill Customer Service. Once a garment has been shipped, the return policy above will be in effect.

If the garment has a manufacturer defect such as missing buttons, broken zippers or other faulty construction, TwinHill will exchange the garment as long as it has not been worn, laundered, dry cleaned or altered. TwinHill will also exchange any garments with manufacturer’s defect within 30 days of receipt. If either of these situations occurs, please contact TwinHill’s Customer Service Department at 866-429-1026. TwinHill will pay for return shipping and quickly repair or replace the damaged merchandise. To expedite the process, when speaking with the Customer Service Department, please have the following information available:

- Packing slip or invoice number
- Your name and telephone number
- Reason for the return
- Item(s) being returned

The reverse side of all packing slips are printed with a return and exchange (if applicable) form. Please follow the instructions on the form and return your garments to the TwinHill Distribution Center for processing. We recommend that you use a return carrier that provides tracking information and guaranteed delivery (such as FedEx). Items that have been worn, altered, laundered or dry cleaned will not be accepted for return. All acceptable garments returned will be processed for credit or exchange as indicated on the form.

Return to:
TwinHill Returns
5630 Renwick
Houston, TX 77081

What if I have another question that’s not answered here? How do I get assistance?

Please call TwinHill’s Customer Service Department at
866-429-1026 for help.

Twinhill Apparel

(AFA MEC Uniform Committee Note: The above information is reprinted from communcations sent by the company. AFA reserves the right to challenge and or grieve any information contained in this document that does not meet contractual/LOA's parameters)