Have run into really top-notch service twice in the past week - once a fabulous phone rep (whose name I didn't get) and then last night from an awesome FA named Louis who cheerfully kept cranky F paxs calm for THREE HOURS on the runway at PHL with minimal a/c (I noticed the FAs in Y going above and beyond as well - try keeping a whole plane hydrated in 90 degree heat with weak a/c and no carry-on water)

What's the way to acknowledge these employees that's most likely to garner them a little extra recognition?

i sent a written note along with an above & beyond certificate back in june. it was addressed: US Airways, attn: A&B Program, 4000 E. Sky Harbor Blvd., Phoenix, AZ 85034.
i received a written note back this month from an "Executive Liason" thanking me.
whether this is the best method is up for debate. you can search for "AB cert" to read more.

I used the Above & Beyond certificates on one occasion. For another, I had an awesome F/A (Sherri Hambrick) whom I gave an AB certificate, as well as writing a letter. I received a nice thank-you back, as well as a personal note from the F/A.

Just cleaned my desk today and found my 2006 A&B certs!

Now I just have to call corporate communications on Tuesday, and find Louis' last name or ID number. I've notice that FAs on all my recent flights hide their name badges. The only reason I got Louis' name was by asking him on the way out of the plane.

I'll pack the coupons for my next round of flights.

Thanks for the responses, fish and chowder!

Another way to acknowledge great service is through the Stars program. You can provide feedback at this link on US' Site (http://www.usairways.com/awa/content/contact/customer_relationsform.aspx)

Employees have told me they like Stars because a letter goes into their personal file.

Another way to acknowledge great service is through the Stars program. You can provide feedback at this link on US' Site (http://www.usairways.com/awa/content/contact/customer_relationsform.aspx)

Employees have told me they like Stars because a letter goes into their personal file.

I just submitted a great service letter. It sure would be nice that if I was logged in, it would pre-fill my personal info!

Another way to acknowledge great service is through the Stars program. You can provide feedback at this link on US' Site (http://www.usairways.com/awa/content/contact/customer_relationsform.aspx)

Employees have told me they like Stars because a letter goes into their personal file.

thanks!

As an HP/US gate agent I can tell you that at this point most of us prefer a letter being sent in over an A&B card. Especially since as gate agents we don't get them as often as the F/As do.

In the old days we would have loved getting the A&B cards as once we got 10 of them we could exchange them for two round trip positive space tickets. Now they are just raffle tickets, you turn them in and each quarter there is a drawing: Ten employees will win $10,000; 100 employees will win $1,000; & 250 employees will win $250. So the value of the cards has gone down to being basically a lotto ticket. Yea it would be great to win, but with there being 30,000 employees, the odds aren't that good.

Letters going into our employee files, which can help when applying for promotions, can help with agents getting preferred work assignments, and when you get letters in 5 letter incriments (5, 10, 15...) you get movie tickets, gift certificates and such as well as the service star pins.

If you'd like to write in a letter,

email one to PHXcustomercare@usairways.com

or mail it to:
US Airways, INC
John Daley, Managing Director
4000 E. Sky Harbor Blvd., PHX-T4 HUB
Phoenix, AZ 85034

I emailed Customer Service regarding some great help I received at CMH and got a personal note back informing me that they would make sure the comments reached the appropriate folks at that station.