Super Service
Jan 26, 2000 | 5:27 pm
#1
Original Poster
Join Date: Oct 1999
Location: OH & NV
Programs: AA Lifetime Plat, WN CP, Latin Pass Bonus
Posts: 3,711
Super Service
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.
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.
Jan 26, 2000 | 7:07 pm
#3
Suspended
Join Date: Nov 1999
Posts: 24,150
Are you sure you were on TWA?? then again it wasn't TWA but the pilot!! who went beyond the call of duty. I had a prob a few months back when I was suppose to pick the folks up at EWR but ran out to do some hiking and figured I'll just come back on the same flight and surprise them.Well I was the one surprised,there were extensive delays via STL u guessed it we were both delayed by I was worse by the time I got to STL their delayed connection(same as mine) took off.Can't tell you what I had to go thru to try and get a message to EWR that I won't be able to get them since I was coming in 2 hrs after them and being elderly didn't want them worrying. Yes I even tried the PLATINUM desk who basically said "it's your problem not ours",I tried the so called special customer service counter same deal-didn't expect much from them with all chaos going on. Tried the CLUB basically the same deal. Somehow in the end the message was delivered since they were notified and waited at EWR. The agent who met the plane missed them and ended going downstairs and outside to locate them this was on a thurs. I thanked her and told her I would give her something on sun n I have a flight out to LA. She thought I was kidding till I showed up on sun for the flight and said 'you live on these planes don't you'.
The pt is the airline stinks but there are many decent people who work for it and I hope the airline survives only so they can have a job, otherwise if TWA goes under I would have laughed and drank a toast to its dimise.
The pt is the airline stinks but there are many decent people who work for it and I hope the airline survives only so they can have a job, otherwise if TWA goes under I would have laughed and drank a toast to its dimise.
Jan 26, 2000 | 7:53 pm
#4
A FlyerTalk Posting Legend
Join Date: May 1999
Posts: 46,817
craz- Point well taken and they surely have problems (aircraft age, finances, etc), but in large measure, the people ARE the airline, IMHO. It's a service business. I took TWA to CA last year for the first time in awhile.
With outbound weather delays from STL, the agent in the Ambassadors Club lounge, painstakingly researched and looked up a number for my CA contact. I'd had an old area code, extension, number whatever. She even dialed it for me and also paid for the call!
My 8 year old son was so impressed with the FA's service on another TWA flight last summer that he handed them all out Pokemon Cards on our familys flight back. One of them kept tying to return a Pikachu card behind his back thinking he'd miss it. Very cute but perhaps only if you're there at the time!
Anyway, credit where credit is due! It's great when they try so hard to help you out
With outbound weather delays from STL, the agent in the Ambassadors Club lounge, painstakingly researched and looked up a number for my CA contact. I'd had an old area code, extension, number whatever. She even dialed it for me and also paid for the call!
My 8 year old son was so impressed with the FA's service on another TWA flight last summer that he handed them all out Pokemon Cards on our familys flight back. One of them kept tying to return a Pikachu card behind his back thinking he'd miss it. Very cute but perhaps only if you're there at the time!
Anyway, credit where credit is due! It's great when they try so hard to help you out