At least one employee is going beyond the call of duty.

I was on a TW flight on 17 Jan afternoon from CMH to STL. The flight was delayed on the tarmac due to snow in STL. The captian got on the mic right away and kept us appraised of the situation and of his contacts with STL.

Then, to my amazement, he got on the mic and said anyone that had an urgent need to contact someone due to the delay (it was estimated to be about an hour; although was only 45 min)could use his personal cell phone. He walked down the aisle with the cell phone out and offered it. I was in FC and noone there used it (many had their own anyway). Not sure if anyone in coach used it. But that was one of the most unique things I have ever seen on a plane -- and i fly about 150K each year. Great PR. And on his way back to cockpit, he kept phone out and talked with a few people.

Just thought I would post this as it was quite a customer service idea (at least to me).

So perhaps the "be nicer" attitude is really catching on.