If you read my blog often, you know I try to remind people of the positive side of the airline business (sometimes it is harder than others). Each year airlines receive A LOT of complaints. Some are well deserved, while others are from people who have a warped sense of what is right and wrong.
Occasionally an airline will receive a positive letter and possibly a story of one employee who truly went out of their way. Some might think that letters like these get lost in a sea of other letters, but trust me, they do not. When touring many airline operation centers, they have a special place where they show off the positive letters and cards that they receive. Unfortunately the area is not too large, since not too many are sent. Let’s change that…
YOU CAN MAKE A DIFFERENCE – LET AIRLINES KNOW WHEN THEY ROCK!
Next time you are flying and someone goes out of their way or is obviously passionate about their job, take a few moments to jot down their name and email the airline. Be sure to mention the airport, your flight, their name and any other details. It doesn’t need to be long, just enough to give some kudos. Not only will people at the airline love to hear it, but this could actually help the career of the employee.
Recently, I have experienced two such instances that I made sure to tell the airline about. The first was a United Airlines gate manager in Seattle. I was waiting to take a flight to Chicago and the early morning flight had been cancelled and my aircraft had been changed from an Airbus A320 to an A319 (smaller). This meant there were a lot of people and not enough seats. He did a great job of just being honest with people and keeping a sense of humor during the ordeal. Most people were smiling as the gentleman warmly welcomed them on the flight, even the people who didn’t make the flight seemed happy (they also for $400 on United).
The next was an Alaska Airlines gate agent in Los Angeles. I had a five hour layover and plenty of time to watch her keep her spirits up and welcome each passenger by name on each flight. She was also my gate agent and it is just nice to be welcomed by name on a plane even though I was flying economy.
If you are having difficulty finding who to send it to, it is okay to send it to me ([email protected]) and I will make sure it gets to the proper people. Heck, even if you send them to the airline directly, send it to me anyhow, I love hearing positive stories and I might even post a few. If you are a Twitter user, share your stories and use the hashtag #AirlineLove (what the heck does that mean?).
Airlines and employees have to deal with a lot of crap, let’s remind them that there are still people out there who love airlines and see flying as a great experience. The ball is now in your court!