Been meaning to post about this. About a month or so ago my Barbie Jet to ORD was, after a medium delay, canceled due to some really horrific weather in the upper midwest.

This was the last flight of the day so I had to overnight at CLE. I just ignored the mass at the gate clamoring for rebookings and hotel discount vouchers and went straight to baggage claim. I figured I go and see if they could pull my bags and I'd make reservations on the way.

While walking Co res tells me that all flights are full until evening of the next day. great I think, oh well may as well drive until tired, sleep, and then continue.

So i get to baggage claim and go in the baggage office. There are a few people at the counter doing the usual claim filling stuff and I quietly stand in the outer office there near the door. To my utter surprise a CO agent walks up to me and asks me if I need any help!!! No line waiting, nothing. I say I'd like my bags pulled if possible, I was on the canceled ORD flight and I was going to drive. No problem she says and walks of to the one end of baggage claim to find them (or a person who can find them). While she walks of out of the corner of my eye I see a small gaggle of bags near a carousel. Lo and behold, there is my bag. I didn't even have to ask to have it pulled and, to boot, it was pulled before I could even get to baggage claim and I was the first from the plane there. Compare this to the utter sheer PAIN one has to go through to get a bag pulled in EWR.

So now I have my bag and am starting to schlep to a car rental phone when a CO agent with a handheld comes running up to me and asks if I was on the canceled ORD flight. He then tells me CO has added a flight at 9a next day to get everyone there!

Totally sweet. This is service that one can only dream of in today's agonizing air travel.

Great job CLE.

The CO CLE Ops & Customer Service teams really are a great group of people and seem to rally well when there are irregular operations.