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Staff That Have Gone Out Of Their WAY To Help You

Thu Oct 20, 2005 8:34 am


following on from the thread "What experiences have put you off an Airline?"

I got to wondering, have any Airlines and/or their staff gone beyond the call of duty to help you out and has this changed your opinion of that Airline?.  angel 

Both optimists and pessimists contribute to the society. The optimist invents the aeroplane, the pessimist the parachute
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RE: Staff That Have Gone Out Of Their WAY To Help

Thu Oct 20, 2005 10:52 am

Not me, but my cousin missed her SQ flight and the check-in agent spent an hour getting her on another flight the same day (Routing was SIN-HKG).
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RE: Staff That Have Gone Out Of Their WAY To Help

Thu Oct 20, 2005 11:19 am

Ten years ago, the station manager of Turkish Airlines in Bangkok was wonderful helping my grandparents. Their flight to Istanbul was cancelled and they had to stay in a hotel for the night; the manager made sure that my mother could stay with them as well, as my grandparents only speak Turkish. The next day, after check-in, he also made sure that they had someone accompany them through the terminal to the plane, and when they were seated my grandmother got some flowers.

Coincidentally I met the good man again a few years later in Istanbul.
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RE: Staff That Have Gone Out Of Their WAY To Help

Thu Oct 20, 2005 4:38 pm

I've had nothing but good experiences with KLM, they have always gone out of there way for me. Lufthansa also came through on several occasions for me, they were by far the most organized on getting us rebooked out of DUS as our flight was cancelled due to bad weather in FRA. They even booked me on KLM as per my request plus, they let me keep the applicable Miles & More points even though I didn't fly with them that day.
A Grumpy German Is A Sauerkraut
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RE: Staff That Have Gone Out Of Their WAY To Help

Thu Oct 20, 2005 6:56 pm

I will never forget back in 1988, I was on a Pan Am 727 From JFK to IAH and I asked the F/A for a pillow. It was an evening flight and everyone on the flight was using their pillows. I thought that this F/A went beyond the call of duty when she scoured the ENTIRE aircraft for that pillow, going so far as to even enter the cockpit to see if the flight crew had pillows. She eventually found one and I had a very comfortable flight. Kudos to her for going the extra mile for making sure every last passenger was comfortable. Unfortunately, that was the last chance I ever got to fly with the great Pan Am.
C'mon Big B, FLY!
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RE: Staff That Have Gone Out Of Their WAY To Help

Thu Oct 20, 2005 7:02 pm

I once asked NZ staff for something. They went through quite a few people to help my request. Very good customer service and was very much appreciated. Thanks NZ!!!
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RE: Staff That Have Gone Out Of Their WAY To Help

Thu Oct 20, 2005 9:48 pm

I have told the story before on, but I might as well repeat it for the newer members. Back in the late 1970s, the departure of a Laker DC10 from LGW to PMI was being delayed and the airline's owner, Sir Freddie Laker, could see this from his office that overlooked the apron. Sir Freddie phoned down to find out what was holding up the departure and he was advised that there was a nervous woman abroad who was scared of flying and became hysterical when the aircraft doors were closed. The cabin and dispatch crews were trying to calm her but without success. Sir Freddie left his office to go to the plane and help sort out the problem. Finding the nervous passenger, he persuaded her to fly by saying something along the lines, 'I am Freddie Laker, owner of this airline and this aircraft, and let me fly with you on one of my own planes. You will be safe with me'. The nervous passenger agreed and Sir Freddie accompanied her for the whole journey. Laker staff were bemused when they found that their chairman had jumped on a flight to PMI, missing some scheduled appointments and meetings.

Can you imagine one of today's airline's CEOs going to the same trouble?
MOL on SRB's latest attack at BA: "It's like a little Chihuahua barking at a dying Labrador. Nobody cares."
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RE: Staff That Have Gone Out Of Their WAY To Help

Fri Oct 21, 2005 6:55 am

I haven't had any bad experiences with KLM... I've fallen asleep through the meal service and I woke up as they were clearing the meals and they noticed that I woke up and they asked me if i would like to eat and I said yes so they gave me a meal which was still hot.

I've always enjoyed KLM's service towards me I needed tylenol as soon as i boarded as i strained both of my lower legs while running from the bathroom to the gate and then as i sat down it got worse ( i was in so much pain, i wanted to puke)... so i rang the bell during boardng and asked the F/A for Parasetamol and she gave it. The flight attendants are very polite as I have found also.

I'm hoping to fly KLM to Dubai next year!

Leo/ORD -- Groetjes uit de VS! -- Heeft u laatst nog met KLM gevlogen?
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RE: Staff That Have Gone Out Of Their WAY To Help

Sat Oct 22, 2005 5:19 am

In 1995, I flew LAX - MNL on Philippine Airlines nonstop. With a really long flight, the humidity in the aircraft was particularly dry and my face was really dry and itchy. I went to the galley and asked a flight attendant if PR had hydrocortizone or lotion that I could use. The flight attendant went to her handcarry, pulled out her toiletries bag and handed me her own facial lotion. Afterwards, I hung out in the galley talking to her as she was on break. Before we knew it, we were getting ready to land and the other flight attendants (male and female) were giving her a hard time for not helping out.

I should have asked for her number...
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RE: Staff That Have Gone Out Of Their WAY To Help

Wed Oct 26, 2005 1:18 pm

On our wedding day, about 4 years ago, my wife and I flew BA from SEA-LHR. We arrived at the ticketing counter to check in, and my wife had brought her wedding boquet along. A nice woman at the BA desk bid us congratulations, and gave us a half row to ourselves in the upper deck on the 747 (-200, I believe). This was before they had their World Traveller Plus product, but I think this was considered an upgrade, and it was quite nice to have the extra seat. Plus I really like those side compartments on the upper deck of the 747 - you can toss a lot of stuff in there and still have a lot of room around your feet.

We didn't have the same luck on our return voyage, but it was nice to have a comfortable voyage on the way out.

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RE: Staff That Have Gone Out Of Their WAY To Help

Wed Oct 26, 2005 2:14 pm

The Delta Air Lines staff at CHA are very helpful folks. One year I was flying out to TUS to visit family for the Christmas holidays. By my own fault I overslept, missing my Early Bird flight. Anyways, I called the airport and explained my situation. They booked me on standby through to TUS, so at least I made it on the same day, though several hours later than originally planned. They certainly saved my holiday.
"When a man runs on railroads over half of his lifetime he is fit for nothing else-and at times he don't know that."
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RE: Staff That Have Gone Out Of Their WAY To Help

Thu Oct 27, 2005 6:49 am

It has been a few years now (whatever day the day trader went gonzo in Atlanta and shot up the place and then ran loose through the city) but it still sticks with me. A guy working in the Crown Room at DFW kept mixing me cherry Cokes with real cherry juice while I waited for my plane that had been delayed. When I came back through many months later he was there and remembered me by name and mixed me another cherry Coke.

More recently I flew from BLR to SIN in First. When I got on the plane the head stewardess checked my boarding stub and said, "Welcome aboard Mr. Nichols. Thank you for flying with us tonight." From that point on that night I spoke with at least 6 other stewards/stewardesses and they all referred to me by my name. Granted, there were only 12 seats up front on the 777 and they had a manifest of the passengers but it was a nice touch.
"If you can't delight in the misery of others then you don't deserve to be a college football fan."
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RE: Staff That Have Gone Out Of Their WAY To Help

Sat Nov 05, 2005 1:49 am

Quoting ACDC8 (Reply 3):
I've had nothing but good experiences with KLM

Good to hear after some of the KLM bashing in other forums! As groundstaff at AMS I meet a lot of passengers with problems, like when the weather is bad and they suffer loooong delays. Sometimes I feel so sorry for them I'd like to take them home but my family draws the line at that of course!
What I'd like to say is that it's no use getting angry or demanding. You'll get much more from someone being friendly. At least that's how it works with me! It's a mirror that the passengers is holding: he's friendly, I'll go out of my way, he's angry/insulting, I'll do what I have to do, bid him a curt goodbye and call 'NEXT'
I wish that all skies were orange and blue!!
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RE: Staff That Have Gone Out Of Their WAY To Help

Sat Nov 05, 2005 7:47 pm

I was checking in at LNK a number of years ago, going to CPH via ORD, CVG, and CDG, flying on UAX, DL and AF. The UA CSA at check-in informed me that my flight from ORD to CVG had been cancelled, and that I would miss my connection if I took the next flight. I was mortified, but the agent went to work, and booked me on stand-by from ORD direct to CPH, with SK. Sure, I had eight hours of layover in ORD, but the CSA called the Star Alliance lounge T5 at ORD, explained, and got me in! (I was of course traveling in Y.) The CSA did all of this for me, and it wasn't even UA who had cancelled one of my flights, UA had no obligation to help me at all!

Thanks UA!

Sure, we're concerned for our lives. Just not as concerned as saving 9 bucks on a roundtrip to Ft. Myers.
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RE: Staff That Have Gone Out Of Their WAY To Help

Tue Nov 08, 2005 8:15 pm

A few years ago, myself and a friend flew AA from LHR-JFK. After the first few rounds of drinks, one hostie came over to us and popped a full bottle of Moet on the table and said "you look like you could get through this". We did. He also arranged for a limo to collect us at JFK to take us to our hotel. And, just when you didn't want to leave the flight (yes, and other bottle, thanks), a lovely handout (depite it being in the boke bag) of minatures arrived in time to be shoved into the carry on.

Yes, I was sitting in the pointy end. I think that helped.
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RE: Staff That Have Gone Out Of Their WAY To Help

Sat Nov 12, 2005 4:33 am

Flying to my grandfather's funeral in 2003. AirTran PHF-ATL-DEN, then United Express to GJT. Since it was multi-airline I booked it on Travelocity (ugh!) to get the whole thing on one itinerary. Never again. Travelocity booked the UA portion of the trip but not the AirTran portion. I arrived at the airport with worthless tickets.

BUT... the CSA in Newport News was patient (with me), and while I was on my cell phone to Travelocity to try and straighten things out she asked to speak to the Travelocity agent, and proceeded to give the call center hell over my cell phone. But since it was 5am and there were no managers at the call center to make a decision, Travelocity wouldn't budge, so after having been on the phone with the call center for over an hour (and nearly killing my cell phone battery), with 5 minutes left until the flight was supposed to leave the AirTran agent said there were seats available on the flight but with the captain ready to leave she had to issue me new tickets to Atlanta and Denver, which would require my credit card. She said they would sort it out while I was in the air and refund my credit card after Travelocity and AirTran reservations managers sorted out the problem, but we were out of time and this was the only way she could get me to Denver in time for my UA connection to Grand Junction.

I agreed and with one hand she issued me new tickets to Denver, and with the other hand dialed security to warn them that we (me and Dad) would be running to catch this flight, that it was not our fault and our res had been screwed up, please get us through security as quickly as possible. This being Newport News, fast security isn't a problem. One of the other agents called the gate to let them know we would be barreling down the jetway.

The TSA agents even helped out in this instance, yelling "Take your shoes off" as we ran down the hallway to the checkpoint, and one of the agents took our boarding passes down to the gate agent while we were going through the metal detector so we could just grab our carryons and shoes and run down the jetway. (I can't see this happening at ORD, ATL, DFW, etc. Can you?? This is why I love PHF!)

And by the time we landed in Denver, the grownups were at work at the Travelocity call center and sorted things out with AirTran, so my credit card had already been refunded.

I have never seen anyone in any business, airline or otherwise, work that hard to clean up someone else's mess.

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