OMNIA
Feb 6, 01, 9:39 pm
As I was about to embark on a recent trip from Charlotte to Scranton/Wilkes-Barre (AVP), I was called at home by the airline to inform me that the second leg of my flight (PIT-AVP) had been canceled because of mechanical problems.
The airline had already worked out a plan to reroute me through Philadelphia to get me to AVP at about the same time of day. Unfortunately, I didnÕt get the call because I had already left for the Charlotte airport.
At the Charlotte airport, I decided to go ahead with my initial flight to PIT and just hang out at the PIT airport until the next flight to AVP.
When our 737 parked at the jetway in PIT, the gate agent asked on the intercom: ÒWill Mr. ___________ please see the agent at the top of the gateway? Mr. _________, please see the agent.Ó
When I approached the agent, she handed me a ticket envelope containing a boarding pass for my second flight and a meal voucher. She took a moment to tell me where my departing gate was and even pointed out that it was just a gate or two down the concourse. She apologized for the cancellation of the earlier PIT-AVP flight and asked me if there was anything else she could do for me. Impressed by the level of service and care that I had received, I thanked her and went on my way.
IÕm telling all of you this story for three reasons:
1. I would like you to know that the airline that delivered this service is US Airways. I am a ChairmanÕs Preferred member of their frequent flyer program, having reached that level by flying more than 100,000 miles or 100 flight segments with them yearly.
2. I assume that US Airways service employees occasionally scan this forum to check for complaints and occasional praise. Consider this strong praise.
3. I assume that United Airlines service employees also occasionally scan this forum. I want them to know the level of service US Airways delivers to its top-level frequent flyers.
And I want them to know that all of us 100,000-mile flyersÑUS and UA alikeÑhave every right to expect that same high level of service after the merger of the two airlines occurs.
Thank you.
The airline had already worked out a plan to reroute me through Philadelphia to get me to AVP at about the same time of day. Unfortunately, I didnÕt get the call because I had already left for the Charlotte airport.
At the Charlotte airport, I decided to go ahead with my initial flight to PIT and just hang out at the PIT airport until the next flight to AVP.
When our 737 parked at the jetway in PIT, the gate agent asked on the intercom: ÒWill Mr. ___________ please see the agent at the top of the gateway? Mr. _________, please see the agent.Ó
When I approached the agent, she handed me a ticket envelope containing a boarding pass for my second flight and a meal voucher. She took a moment to tell me where my departing gate was and even pointed out that it was just a gate or two down the concourse. She apologized for the cancellation of the earlier PIT-AVP flight and asked me if there was anything else she could do for me. Impressed by the level of service and care that I had received, I thanked her and went on my way.
IÕm telling all of you this story for three reasons:
1. I would like you to know that the airline that delivered this service is US Airways. I am a ChairmanÕs Preferred member of their frequent flyer program, having reached that level by flying more than 100,000 miles or 100 flight segments with them yearly.
2. I assume that US Airways service employees occasionally scan this forum to check for complaints and occasional praise. Consider this strong praise.
3. I assume that United Airlines service employees also occasionally scan this forum. I want them to know the level of service US Airways delivers to its top-level frequent flyers.
And I want them to know that all of us 100,000-mile flyersÑUS and UA alikeÑhave every right to expect that same high level of service after the merger of the two airlines occurs.
Thank you.