LoneStarMike From United States of America, joined Jul 2000, 3750 posts, RR: 36 Reply 6, posted (8 years 11 months 1 week 2 days 15 hours ago) and read 2621 times:
Here's my "aviation-related" New Year's resolution.
From now on, whenever I travel by air, if I get exceptional service, or if someone goes above and beyond the call of duty to assist me in solving a problem, I'm going to find out their name and write a note to their employer letting them know how much I appreciated their efforts.
And I'm going to write the first note tomorrow.
Tuesday, December 28, I landed at AUS from DAL on a Southwest flight and due to mechanical problems, we had to be towed to the gate. Even though we'd landed on time, by the time we got to the gate and I got off the plane it was nearly an hour past the scheduled arrival time.
I got my bags and went upstairs, hoping to find my friend still waiting, but she was gone. A Huntleigh security guard named Hector came up to me and asked if I'd come in on Southwest and if a lady in an older car was suposed to be picking me up. I said yes and he said she'd been there and left. She had two kids in the car and couldn't really go inside to see about the delay, so Hector had gone inside and checked the monitors, and relayed the info to my friend out in the car. He told me she'd left to make a phone call and might be back and try to park and go inside, but he wasn't sure.
I thanked him for the info, went back downstairs, called my ride and left a message on the machine explaining what had happened, and let her know I would just take the bus home. (An hour long ride that I was not looking forward to.)
Meanwhile, back upstairs on the departure level, my friend was making one last swoop through the airport before she gave up and went home. Hector saw her and ran out into the street and flagged her down to let her know I was here, and then he took it upon himself to come downstairs to the baggage claim area where he found me at one of the pay phones. If all that weren't enough, he helped carry my suitcases back up the escalotor to the departure level, where I was finally reunited with my ride.
Service like that needs to be noted and commended, not just in the airline industry, but in any industry. Too often we only write to complain. Most companies would appreciate hearing from customers about what they're doing right.