Customer service agent - CLT, saves the day.
Oct 16, 2006, 2:38 pm
#1
FlyerTalk Evangelist
Original Poster
Join Date: Sep 2000
Programs: UA Million Miler (lite). NY Metro area.
Posts: 15,069
Customer service agent - CLT, saves the day.
Next time you meet this CSA in CLT, say Thanks.
The following letter was submitted by Kris Walton, Shift Manager, CLT.
Several weeks ago, we had a tremendous medical emergency in CLT at gate B11. We had a customer give birth in the jetway at 6 months gestation. The mother was on her way to PNS. Sadly, after the mother and infant were taken to a nearby hospital, the baby passed away. Customer Service Agent Colleen Buckner-Fields went above and beyond the call of duty to help the customer. She called the hospital to ask if there was anything she could do to asist. The customer's request to Colleen was to have her call the father and let him know what happened. Through her conversation with the father, Colleen found that he was serving in the United States Military and stationed in PNS. She offered to help him with travel arrangements, but he said that he did not have the money to pay for a ticket. Colleen purchased a ticket for the father (!) to come to Charlotte and offered to transport him from the airport. Additionally, she was in contact with the funeral home to help make arrangements for the baby. Colleen is the kind of person that makes me proud to be a member of the US Airways team.
PERSONALIZED Colleen's sympathetic approach with this customer and her family demonstrates our commitment to recognizing our customers individual needs. Thanks, Colleen, for making US fly!
The following letter was submitted by Kris Walton, Shift Manager, CLT.
Several weeks ago, we had a tremendous medical emergency in CLT at gate B11. We had a customer give birth in the jetway at 6 months gestation. The mother was on her way to PNS. Sadly, after the mother and infant were taken to a nearby hospital, the baby passed away. Customer Service Agent Colleen Buckner-Fields went above and beyond the call of duty to help the customer. She called the hospital to ask if there was anything she could do to asist. The customer's request to Colleen was to have her call the father and let him know what happened. Through her conversation with the father, Colleen found that he was serving in the United States Military and stationed in PNS. She offered to help him with travel arrangements, but he said that he did not have the money to pay for a ticket. Colleen purchased a ticket for the father (!) to come to Charlotte and offered to transport him from the airport. Additionally, she was in contact with the funeral home to help make arrangements for the baby. Colleen is the kind of person that makes me proud to be a member of the US Airways team.
PERSONALIZED Colleen's sympathetic approach with this customer and her family demonstrates our commitment to recognizing our customers individual needs. Thanks, Colleen, for making US fly!
Oct 16, 2006, 4:54 pm
#2
Join Date: Sep 2003
Location: CLT
Programs: Choice Hotels/FFOCUS
Posts: 7,256
Way to go Colleen.
Oct 16, 2006, 6:21 pm
#3
Join Date: May 2001
Location: MCO
Posts: 1,598
What a wonderful thing to do.
Oct 16, 2006, 6:37 pm
#4
Join Date: Jul 2004
Location: all over
Posts: 1,968
what an awesome agent ^
Oct 17, 2006, 11:43 am
#5
Join Date: Aug 2001
Location: Arizona USA
Programs: NetJets Marquis, Southwest Moo, Marriott Platinum
Posts: 1,652
Originally Posted by InDiAnBoY821
what an awesome agent ^
Between this story and that of the Amish in PA, I guess I should reserve a little hope for our species. Though it can be difficult at times.
Oct 17, 2006, 11:45 am
#6
Join Date: Aug 2001
Location: Arizona USA
Programs: NetJets Marquis, Southwest Moo, Marriott Platinum
Posts: 1,652
Just had a thought......perhaps Al Crellin would like to send 1% of his $1.3M buyout dollars her way as a going away present.
Think he'd actually do that?
Me either.
Think he'd actually do that?
Me either.