Recently I wrote that I wondered if the US management intentionally was flying US into the ground with SWA coming to Philly, especially in light of what they were doing at nearby ABE that was encouraging folks to go to Philly and try SWA. Someone suggested I send the message and followups to customer service, which I did. Today sitting in my office setting up an upcoming flight on Delta (US is dropping the 6AM flight and don't want to waste a day traveling) I got a call from Lance of customer service. He just wanted to let me know he got my email and was forwarding it up the channels. It was nice to talk to a professional who seemed to genuinely appreciate a customer's comments. He even remembered talking to me on the one and only time I complained about a Mesa attendant early last year (I didn't remember talking to him). He showed again how great the rank and file, frontline employees of US are and why I will miss them if US goes under.

abeflyer, great to hear! Thanks for sharing your good experience with Customer Service.

Just a thought (others please comment + or -): I wonder if you'd consider editing to remove the name of the person who contacted you?

IMHO (and it's only my HO), I don't think we do US personnel any service by mentioning their names on FT, and we may complicate their efforts to assist, especially if rules end up being bent.

Don't know if this has been covered before on the US forum.....elsewhere I've seen a sort of agreement not to name names (either to compliment or to complain).

Some names (like Ben) are already in the public domain http://www.flyertalk.com/forum/wink.gif

In this vein I wanted to relate my experience on the flight from SFO to PHL - literally a few hours ago. Because of the winter storm we were diverted to BDL. The flight crew was very forthcoming about the situation. As soon as they knew what was up, they relayed info to the passengers. Several people decided to deplane and stay the night. They were accomodated with no problem.
We refueled and were back in the air after about an hour. I was really impressed (again) with how well the situation was handled.
A potentially frustrating experience became nothing more than a small blip on the frustration meter.