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Possibly The Best Domestic Service I Have Ever Had  
User currently offlineBrokenrecord From United States of America, joined Jul 2005, 772 posts, RR: 0
Posted (8 years 10 months 1 week 2 days 20 hours ago) and read 10107 times:

I don't want to make this a trip report, but simply to say wow.

Yesterday, on US flight 1238, DCA to BUF, I had what I probably consider the best service I have ever had on a domestic flight. I was seated in 1D, my favorite seat, in an empty F class (only 6 people to fill 12 seats). The F/A was an older, somewhat large lady named Rhonda, who I can only guess has been with US for a long time, probably through a few airlines in US history. She memorized each of our names before coming around for service, didn't leave us with an empty glass, and pretty much forced snacks down our throats. She also knew who in the cabin were Chairman's Preferred members (all but two of us were), and on her last round through the cabin before landing, came around and personally thanked each of us for our business.

In the 18 months that I have been flying US almost exclusively, I have never experienced this type of customer service. It was simply awesome for a 50 minute flight.

I will absolutely be writing US to praise her service.

If it matters to anyone else, she is on an A319, serving F.

[Edited 2005-10-24 23:46:26]

[Edited 2005-10-24 23:46:52]

40 replies: All unread, showing first 25:
 
User currently offlineSabena332 From , joined Dec 1969, posts, RR:
Reply 1, posted (8 years 10 months 1 week 2 days 20 hours ago) and read 10042 times:

Sounds indeed like excellent service. Such a personal and professional service is very rare in domestic American First Classes or in Business Classes on flights within Europe.

The only time I made a similar experience like you was on a Cathay Pacific flight from BKK to HKG and back, my girlfriend and I received excellent service and the F/A's did also address us by our names, very nice touch.

Quoting Brokenrecord (Thread starter):
I will absolutely be writing US to praise her service.

I am glad you will do that, most people do only write to airlines when they want to complain, never to praise them (or one of their employees). Once I wrote BA to thank them for an upgrade for me and my girlfriend, guess what, they wrote back that they are pleased that they could satisfy us and sent additionally a bottle of Moet bubbly with the remark: "Enjoy it with your girlfriend". That's class!

Patrick


User currently offlineSocalfive From , joined Dec 1969, posts, RR:
Reply 2, posted (8 years 10 months 1 week 2 days 20 hours ago) and read 10008 times:

In all honesty, the best service I've ever had on a legacy is on a US flight from San Diego to Charlotte a few years ago. I expected less and got a whole lot more. Seems the crew performed well against all odds, even back then, good for them.

User currently offlineIkramerica From United States of America, joined May 2005, 21511 posts, RR: 60
Reply 3, posted (8 years 10 months 1 week 2 days 20 hours ago) and read 9965 times:

Best commuter service I ever had was on US express from MIA to EYW. They were taking me after AA misconnected, and they treated me well from beginning to end, including a voucher and overnight kit because my luggage didn't arrive (since AA never got it to them). It wasn't their fault and I even tried to not take the voucher, but they insisted, and delivered my bag to the house the next day.

I've always had good service of COex, but this US express service was better, maybe because I was already frazzled by being run all over MIA and was happy to be treated like a real person.



Of all the things to worry about... the Wookie has no pants.
User currently offlineWhiteHatter From , joined Dec 1969, posts, RR:
Reply 4, posted (8 years 10 months 1 week 2 days 20 hours ago) and read 9928 times:

I haven't experienced it myself, but everyone I have spoken to who uses it, raves over Envoy Class on US transatlantics. TBH I haven't heard anyone say anything bad about current US products apart from on here.

User currently offlineF27XXX From , joined Dec 1969, posts, RR:
Reply 5, posted (8 years 10 months 1 week 2 days 19 hours ago) and read 9905 times:

I flew Delta SONG back in august with my partner and my Downs Syndrome and partially paralyzed younger brother.

LGA-PBI and back. The flight (and ground) crews in both directions were phenominal, as were the folks in res that i dealt with while making the res and a subsequent flight change. Please check out my Trip Report on the experience.

I wrote to DL Consumer Affairs and mentioned the names of all the Song employees i had names. They replied genuinely appreciative that someone took the time to write about a good experience and with the assurance that the employees involved would receive the thanks I expressed in my letter.

They're a class act all the way around and hooked me as a loyal customer for sure.

Tony  wave 


User currently offlineJetdeltamsy From United States of America, joined Nov 2000, 2987 posts, RR: 8
Reply 6, posted (8 years 10 months 1 week 2 days 18 hours ago) and read 9783 times:

Quoting Brokenrecord (Thread starter):
I had what I probably consider the best service I have ever had on a domestic flight.

I was staying in a hotel with several US crew members Saturday evening. They are so excited about the possibities created by this merger. This is perhaps the first good news the employees have experienced in over 4 years.

They talked about the possibilities of the less senior folks losing their jobs, but the senior folks seem to have hope for the future.

I'm really glad for them.



Tired of airline bankruptcies....EA/PA/TW and finally DL.
User currently offlineN908AW From United States of America, joined Aug 2005, 926 posts, RR: 1
Reply 7, posted (8 years 10 months 1 week 2 days 18 hours ago) and read 9751 times:

Quoting Sabena332 (Reply 1):
I am glad you will do that, most people do only write to airlines when they want to complain, never to praise them (or one of their employees). Once I wrote BA to thank them for an upgrade for me and my girlfriend, guess what, they wrote back that they are pleased that they could satisfy us and sent additionally a bottle of Moet bubbly with the remark: "Enjoy it with your girlfriend". That's class!

Fantastic! Maybe I need to write more airlines...



'Cause you're on ATA again, and on ATA, you're on vacation!
User currently offlineSabena332 From , joined Dec 1969, posts, RR:
Reply 8, posted (8 years 10 months 1 week 2 days 18 hours ago) and read 9692 times:

Quoting N908AW (Reply 7):
Fantastic! Maybe I need to write more airlines...

Yeah, didn't expect the bottle bubbly, very nice!

Complain about as many airlines as you can, and you will be an alcoholic in a month.  Wink

Patrick


User currently offlineWjcandee From United States of America, joined Jun 2000, 5154 posts, RR: 22
Reply 9, posted (8 years 10 months 1 week 2 days 18 hours ago) and read 9655 times:

I had a similar service on US from CLT-LGA a few months ago in First, and wrote about it on here. Simply unbelievable service provided as a matter of course by a veteran male f/a. While we were pinching ourselves to be sure that we weren't dreaming, he seemed almost surprised that we were so surprised. Gotta love people who make it a point to do their job well, time after time, and take pride in doing it. Shows what one person can do to elevate a whole group's perception of a company.

User currently offlineSampa737 From Brazil, joined May 2005, 637 posts, RR: 1
Reply 10, posted (8 years 10 months 1 week 2 days 17 hours ago) and read 9561 times:

Well from here in Brasil, the US carriers could take a lesson from TAM. At the end of the red carpet, to which you walk on before entering the plane, the first officer and head flight attendant greet you. Once on board you are offered chocolates and a newspaper. During the flight, no matter how long the flight, beverages and a snack, if not a meal are served at no cost. Service on TAM has always been outstanding. Then I arrive in the US and wonder why the 3rd world treats her airline customers better!

User currently offlineBrokenrecord From United States of America, joined Jul 2005, 772 posts, RR: 0
Reply 11, posted (8 years 10 months 1 week 2 days 17 hours ago) and read 9480 times:

In the midst of all the US bashing I see on here, I am glad there are others who have good experiences with them.

User currently offlineCadet57 From United States of America, joined Jul 2005, 9085 posts, RR: 30
Reply 12, posted (8 years 10 months 1 week 2 days 17 hours ago) and read 9458 times:

Quoting Sabena332 (Reply 1):
Quoting Brokenrecord (Thread starter):
I will absolutely be writing US to praise her service.

I am glad you will do that, most people do only write to airlines when they want to complain, never to praise them (or one of their employees).

I did the same back in august with oddly enough US it wsa us 286 AUA-BOS and atfirst the flight imho was off to a rocky start, delayed almost an hour because crew was stuck in customs. But the moment I got onboard, the flight was 200% better than expected, entire COACH crew was magnificent, never an empty cup, or belly for that matter... Boy those ham sandwhiches were good, and upon landing as I was walking from the back row, I stopped by the front office, thanked the folks up there, but then actually stood chatted while final checks were being done, then was invited for some photos-FREAKIN SWEET! Mum wasent pleased but she understood, plane-nut son meets US A319 driver... Anyways long story short, sent em a letter, got a voucher towards my next flight! BDL-CHS here I come!



Doors open, right hand side, next stop is Springfield.
User currently offlineSq212 From United States of America, joined Jun 2005, 272 posts, RR: 0
Reply 13, posted (8 years 10 months 1 week 2 days 17 hours ago) and read 9416 times:

You're fortunate to have that experience. Many times somebody always treated better than a nobody. Many years ago, I was on a flight to San Diego and was seated beside a guy named Phil Mickelson (don't know him). The cabin attendant also remembered each of our names. But she treated the guy like a king. An experience I never forget.

Cheers


User currently offlineCadet57 From United States of America, joined Jul 2005, 9085 posts, RR: 30
Reply 14, posted (8 years 10 months 1 week 2 days 16 hours ago) and read 9403 times:

Quoting Sq212 (Reply 13):
I was on a flight to San Diego and was seated beside a guy named Phil Mickelson

Isnt that a golfer?



Doors open, right hand side, next stop is Springfield.
User currently offlineCXA330300 From South Africa, joined May 2004, 1561 posts, RR: 2
Reply 15, posted (8 years 10 months 1 week 2 days 16 hours ago) and read 9365 times:

I got very nice service on US in Y LGA-DCA-LGA a few months ago. I hope they don't go kaput!


The sky is the limit as long as you can stay there
User currently offlineGeorgiaAME From United States of America, joined Aug 2005, 976 posts, RR: 6
Reply 16, posted (8 years 10 months 1 week 2 days 16 hours ago) and read 9322 times:

Isn't it amazing how a person reacts to being called by his name?

6 months ago, we were all expecting a liquidation of USAir. Isn't it amazing what a little customer service from the low man on the totem pole can achieve is a very short period of time?

So backers of all those to be unmentioned domestic carriers: What is so difficult about making an attempt at making your customer feel good? What is so difficult about addressing me by name? What is so difficult about trying to provide a modicum of service, after you have taken a chunk of money from your customer. (And I don't want to hear BS about how deeply discounted domestic fares are today! Once you have taken my money, you will provide me with the service I expect, or I don't need to come back to you!)

Way to go US. I never thought of using you as a carrier before. But I will now. Especially since I have my local carrier to compare you with



"Trust, but verify!" An old Russian proverb, quoted often by a modern American hero
User currently offlineSq212 From United States of America, joined Jun 2005, 272 posts, RR: 0
Reply 17, posted (8 years 10 months 1 week 2 days 16 hours ago) and read 9304 times:

Quoting Cadet57 (Reply 14):
Isnt that a golfer?

Yes, indeed he is a superstar in golf. I found that out a week after. Now, I presumed he has his own jet, just like Tiger Woods?

Cheers


User currently offlineTonyBurr From United States of America, joined Mar 2001, 1031 posts, RR: 0
Reply 18, posted (8 years 10 months 1 week 2 days 16 hours ago) and read 9295 times:

Brokenrecord, do write US about the good experience. I often ask where they are based and send a copy of the letter to them at the airport station so they can have a copy for their file. Sometimes they will give you their employee ID number, rather then their first name, which I can understand.

I have been flying US alot lately (two flights today) and have been very pleased with service! I hope it is a sign of things to come.


User currently offlineCkfred From United States of America, joined Apr 2001, 5220 posts, RR: 1
Reply 19, posted (8 years 10 months 1 week 2 days 11 hours ago) and read 9105 times:

If an employee is does an exceptional job, do write a letter or send an e-mail. According to a friend of mine at AA, those letters wind up in employee personnel files.

That means when an employee goes for a promotion to supervisor or any other upgrade in employment status, letters of praise will be reviewed by higher-ups.

I've written several letters regarding CSAs and F/As that went above and beyond what I expected.


User currently offlineTrekster From , joined Dec 1969, posts, RR:
Reply 20, posted (8 years 10 months 1 week 2 days 3 hours ago) and read 7666 times:

I too had first class service in economy when i flew US to Vegas last year. The crews were amazing, espcaily on the domestic service from PHL to LAS.

Cabin crew were amazing, asked for a note to be passed to the captain asking for our route, Alt etc, and she came back with a drink, loads of maps and a invite to the cockpit on landing.
Im glad the merger has gone thru, they will survive Smile

Yes us employees do get to see your letters. It makes our day to see them so keep em coming if you get good service, WHEN you get good service i should say. I have passengers on the phone asking why im so cheery at 730 in the morning, or 930 at nite, i just say i love my job Smile


User currently offlineAmy From United Kingdom, joined Feb 2005, 1150 posts, RR: 7
Reply 21, posted (8 years 10 months 1 week 2 days 3 hours ago) and read 7465 times:

Nice one, US Airways, long may it continue.

Other carriers - take note!



A340-300 - slow, but awesome!
User currently offlineBicoastal From , joined Dec 1969, posts, RR:
Reply 22, posted (8 years 10 months 1 week 2 days 3 hours ago) and read 7371 times:

Cheers to the slightly older and less than thin flight attendants out there. I, too, have found them to be the most professional, friendly and experienced. To all of you sexist tweens (teenagers/twentysomethings), who expect flight attendants to be ultra thin sex symbols, I say take note of Brokenrecords good experience.

User currently offlineKaniksu From United States of America, joined Apr 2005, 202 posts, RR: 0
Reply 23, posted (8 years 10 months 1 week 2 days 2 hours ago) and read 7049 times:

I really regret not writing a letter after an experience with Delta in March. After being treated very unprofessionally by one person at the ticketing counter and about ready to give up the first person just left without even finishing helping me to go on a smoke break. An older lady came in and was wonderful and took care of my problem and pretty much went above and beyond what I even expected her to do and was so nice to me and I told she told me she would see me in the morning... but unfortunately I could not find her to get her name or anything. If it wasn't for her I probably would have never flown Delta again.

User currently offlineSkyHigh777 From United States of America, joined Aug 2005, 377 posts, RR: 0
Reply 24, posted (8 years 10 months 1 week 2 days 2 hours ago) and read 6948 times:

Quoting Sampa737 (Reply 10):
Well from here in Brasil, the US carriers could take a lesson from TAM

I agree. The best service I have ever received was on a TAM flight from Miami to Sao Paulo in Business class. The fairly young and very attractive female FA was extremely friendly, professional, and helpful. She knew all of us by name and was always offering drinks and snack, even prior to take off. It was truly a memorable experience, and I have even experienced very good service in coach on TAM as well. Truly a first class airline. Althought I must say that everytime I have flown United, I have experienced good service on them as well.



Prepare for take-off.
25 DC10Forever : I agree that TAM and LAN have the best in flight service in Latin America. Much better to some US carriers. I have just returned from a trip to Hawaii
26 Ikramerica : Now that US has merged with HP, I hope they bring the US service to HP, because HP was second rate. As an LAX customer, I'll fly US more if their serv
27 VSLover : its always good to hear positive reports on service. i have had four flights that stand out for great service. in all cases i was welcomed on board wi
28 Beaucaire : "I will absolutely be writing US to praise her service." it is good to read positive posts from time to time - away from A versus B trash and stupid p
29 Sampa737 : Definately, you are correct. I have had good experiences especially with Delta and most recently on American. In fact, I can not remember a time I ha
30 Pomnath : I may be the exception to the rule here, but the best attitudes I got on domestic flights in the US have always been on South West. The rest, the so-c
31 AIR757200 : Be sure to write US letting them know of her excellent service. Note the flight, date, and her name.
32 AirWillie6475 : Your experience would have been a little more meaningful if you were sitting in th back of the plane instead of first class. Good service in Firstclas
33 Beaucaire : This statment is unfortunately not always correct. I recall at least two flights on LH first class ( from Muscat and Cairo ) where staff was extremel
34 Brokenrecord : Actually, I have already. I flew a segment run two weeks ago (ORF-CLT-PHX-TUS-PHX-CLT-ORF), with the express intention of flying HP as well as US. I
35 Brokenrecord : BTW, letter was submitted to US Airways last night over the internet.
36 Post contains images Tornado82 : Sitting beside Mario Andretti on a Delta CRJ (and in the terminal at CVG beforehand) is also a good way to make sure you get the full can of coke and
37 Daron4000 : The last time I had great service was on a UA flight from ORD-BOS at 7:00 AM this June. The Asian pursur was very professional and memorized all of ou
38 Cadet57 : If you requested response, give em a week to 10 days. Can some one tell me the difference beyween a regual F/A, and the purser, if any?
39 Aa757first : The purser can go by the terms lead flight attendant, chief flight attendant or cabin service director. She is in charge of the cabin, instructs flig
40 Cadet57 : Right, thanks AAndrew!
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