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The Good Service Thread

Sun Jul 12, 2009 4:29 am

So I figured we could share stories of good customer service.

2001, AMS-DTW via FRA on LH (don't ask why) I got to FRA and was told that I was not on the flight to DTW and that I would have to wait two days. "But I must be on the flight because I'm holding a boarding pass with a (window) seat assignment!" After a bunch of phone calls and tapping stuff into a computer, I was, indeed on the flight... in a center seat on the 744.  Sad Fortunately, I had an interesting rowmate.

And at DTW, I went to get my bags. And waited. 30 minutes. 45 minutes. All the bags were off this very full 744. And my bags weren't there. It had already been a long day and my ride was waiting for me, so I wasn't so happy. So I walked up to the LH baggage desk, gave them my name, and was greeted with "Ah, Mr. G...! We're expecting you! We are so sorry about all the problems today, but your bags are still in Frankfurt. We've put 5,000 miles into your United Airlines account and if you'll just give us an address, your bags will be delivered tomorrow by 9PM." And they were.

LH caught their mistake, apologized, gave me some token compensation, and fixed the problem. Now, THAT is good service! Maybe airlines wouldn't get sued so much if they approached problems like that.

Tell a story of when you received excellent customer service.
-Doc Lightning-

"The sky calls to us. If we do not destroy ourselves, we will one day venture to the stars."
-Carl Sagan
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RE: The Good Service Thread

Sun Jul 12, 2009 4:40 am

Flying on DL (NW) back in June I misconnected in MKE due to our 757 going tech in MSP. I was rebooked within 5 minutes and given bulkhead seats for free on both of my new segments.
Why do Aerospace Engineering students have to turn things in on time?
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RE: The Good Service Thread

Sun Jul 12, 2009 5:01 am

I've had times where I've misconnected in ATL on Delta, called up the Platinum line and was told "since there are no coach seats for another 5-10 hours (depends on which time it was), we've rebooked you into First Class on the flight that leaves in an hour. Please go to the Crown Room to pick up your new Boarding Pass."

Having status when stuff goes wrong makes travel much easier - I could have been told to wait until the next flight available in coach and got to hang around the Atlanta airport for several hours. Instead, issue resolved even before my inbound landed. Thumbs up to Delta there.
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RE: The Good Service Thread

Sun Jul 12, 2009 5:09 am

Back in 2006 I was flying back to Florida from Spring Break from North Carolina via MIA on AA. When I landed at MIA I went to the gate agent for my flight up to MCO and asked if they needed volunteers to bump for a later flight. She said she didn't think she'd need any but asked to hold on to my boarding pass just in case. Well when boarding time came, she called me up to the podium and said she didn't need be to bump but then handed me a ticket for a seat in First Class as a "thanks for volunteering if needed". Yea it was only an MIA-MCO flight but I still appreciated it as this was my first (and only) time in F.

This past May a friend and I were flying to Michigan on DL/NW for a wedding and we were bringing sabers with us as my friend was having a military wedding. Well we had to check the sabers at a special area since they were considered a "weapon" (and since they were in a rifle case) and going both ways, the check-in agent waved the luggage fee for the sabers and for my golf clubs since we were military.  Smile
"Let's Roll"- Todd Beamer, United Airlines Flight 93, Sept. 11, 2001
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RE: The Good Service Thread

Sun Jul 12, 2009 6:01 am

Travelling DL from JFK to MXP in May this year. Turned up at my exit row seat and sat down. Within 2 mins someone else with exactly the same seat assignment turned up and started freaking out. Called F/A who then went back to gate. Within a minute she came back and said "Dr. xxxx" xxxx being my name, "please come with me". Expecting the worse (like being bumped), she marched me into first and said "you are the lucky recipient of 1A". Hallelujah!
Flown on 707, 717, 727, 732 733 734 735 73G 738 739 741 742 743 744 74SP 757 753 762 763 772 773 77W D10 DC9 M11 M80 M87
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RE: The Good Service Thread

Sun Jul 12, 2009 6:26 am

In the summer of '96 I was traveling alone (I was 15 at the time) from BWI-NAS on DL via ATL. Somehow, I managed to miss the original flight (loooooong, slow lines for the morning flights, and they apparently had overbooked my flight anyway). I was rebooked from BWI-ATL-FLL-NAS (back when they had the FLL-NAS flight on a 727). I thought "cool, I'll be able to fly on an L10-11 for the first time!"

Well, the flight to ATL was delayed due to a mechanical, and I thought nothing of it. I finally got there and looked for my connection to FLL. A gate agent glanced at my boarding pass and waved me to a gate. Boarded a flight to FLL, and once we arrived I asked where the connecting flight to NAS was. I was told that it had already departed. Apparently, I had taken a later FLL flight than I was scheduled to be on. I asked when the next one was, and was promptly told that there was but one flight daily.

Frustration got the best of me (I wasn't accustomed to traveling by myself at that point), and didn't know what to do. A ticket counter agent saw me and asked what the problem was. I handed her my itinerary and told her my situation. Immediately, she got on the phone, called a limo service and had me re-routed through MIA on MQ.

Looking back at the situation, yes, I was a 'minor', but I should've payed more attention to my ticket than just 'going with the flow'. Had I done that, I would've realized that the flt to FLL was the wrong one and I could've gotten on the later direct flt to NAS. The agent in FLL was more than co-operative by getting me home the same day (much to my anxious mother's relief) instead of following normal procedure by making me spend the night in FLL for the next day's flt to NAS. I'll never forget her  smile 
Fierce, Fabulous, and Flawless ;)
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RE: The Good Service Thread

Sun Jul 12, 2009 7:03 am

Flying AC LGA-YUL-YYZ-YWG in 2007, i checked in at the AC counter where the woman said, wow you have a longer itinerary(plane geek thing). She went on to say that because of high winds at LGA i would likely miss my connection in YUL. Without asking, she put me on a direct flight to YYZ an onto a flight to YWG and i got in even earlier than originally planned. All without asking, and it was of her own volition.

In january i was in New Orleans for a conference. I went to check in at the united kiosk's for my flights from MSY-ORD-YWG. When the screen came up, it said my flight to ORD was delayed and would cause me to miss my connection. The show alternatives screen then said nothing was available. After standing in line for awhile, the check in desk guy was able to change my itinerary to MSY-DEN-YWG and again i got in earlier than planned.

Probably nothing major, but i was treated very nicely both times in a prompt manor.
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RE: The Good Service Thread

Sun Jul 12, 2009 7:37 am

Recently NRT-PDX had a fantastic crew and purser, Bruce. Bruce was very geniune, friendly and welcoming to everyone onboard. Took the time to personally introduce himself and make sure everyone was comfortable. I watched him smoothly handle a disguntled passenger with professionalism and care. Nothing major happened but I find it is easier to stand out service wise when there is a big problem to solve than when it is a normal flight. Bruce and his crew managed to stand out on a rather routine flight that to me is truly impressive.
Enough about flying lets talk about me!
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RE: The Good Service Thread

Sun Jul 12, 2009 8:20 am

Four years ago, i took an overnight trip from Den-Portland, Me on US. Of course that just happened to be the weekend Denver got the snowstorm of the century, so on my way home, i got to Charlotte, got on what would have been my first A321, and the flight got canceled as the Den airport was closed. Everyone got off, we all trudged to customer service, and, they offered me two choices: i can spend the night in charlotte or they'd fly me back to Portland and then fly me Portland to den the next day. That was a no brainer. On top of that, they routed me Clt-Pwm via DCA and then Pwm-Den via LGA, i was one happy Aerogeek. To top it off, they put me in first class on my final sector the next day from Lga-Den, so, i sacrificed an A321 but in return got a 737-300,E170,E145,and 757 over the course of two days. Anytime i can get 7 flights for the price of four, you've won me over. Put me in first class for free? All the better.
Yes, I'd like to see airbus go under so Boeing can have their customers!
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RE: The Good Service Thread

Sun Jul 12, 2009 8:27 am

A couple of years ago, going CPH-ATL on DL, we had the most attentive purser, even though it was a full flight in Y he remembered our drink orders (Baileys) and offered the best in flight service i have ever had in Y.

It was my first time on DL and having heard so much bad about US legacies, i was very pleasantly surprised and will always praise DL crew.

Just goes to show what an difference one person can do.
757/777-A340/A380, Love them.
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RE: The Good Service Thread

Sun Jul 12, 2009 9:02 am

Good customer service is getting me from point A to point B. Excellent customer service is getting me to come back. Great customer service is getting me to write a letter.
"Time flies like an arrow. Fruit flies like a banana".
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RE: The Good Service Thread

Sun Jul 12, 2009 4:33 pm

I flew MCO-PHL with US a couple years ago and I gave a letter to the FA explaning my commercial aviation hobby. Before we took off, she said after we took off, she will let me sit in 1C. The best 2 hours I've ever spent  Wink.

She even gave me extra snacks to give to my companions back in Y  Smile
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RE: The Good Service Thread

Sun Jul 12, 2009 4:34 pm

Has anyone noticed that more than half of these posts are about DL?

My best customer service was aboard a AF 777 LAX-LHR, in Y. When I was ordering, My dad told the F/A: Ill have the chiken and XXXX here will have the beef. Now, for the rest of the flight, this F/A remebered my name. Eg, In the morning service, she said "Good morning xxxx, what would you like today?' with the whole french accent. And of course, like always, the food was great.
The 747 will always be the TRUE queen of the skies!
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RE: The Good Service Thread

Sun Jul 12, 2009 6:01 pm

I was flying old HP from DTW to SBA to visit my mom. Connecting at PHX, I realized that I had left a very important small carry-on on the inbound A/C. I told the gate agent at my outbound gate, who called the inbound gate (across the airport) and told them to go aboard the plane and get it from under my seat. When I ran across the airport, the gate agent at the inbound gate was holding my carry-on. And then I ran back.

Yay for teamwork, HP!
-Doc Lightning-

"The sky calls to us. If we do not destroy ourselves, we will one day venture to the stars."
-Carl Sagan
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RE: The Good Service Thread

Sun Jul 12, 2009 6:56 pm

Last November, my family was flying SAV-ATL-MCI on DL, on what was supposed to be a through flight with a stop in ATL. There were long weather delays, so our plane arrived in ATL about an hour after the leg to MCI had left. We went over to the customer help counter and they did their best to accommodate not just us, but about 50 other people also going to MCI. We wound up in F because my mom had accumulated enough miles to reach Silver Medallion status, and we were given seats in 2A and 1C and D which was a big help because my brother needed the extra space. Good job, Delta!
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RE: The Good Service Thread

Mon Jul 13, 2009 12:14 pm

On my July 7thAA International Business flight from Miami to Quito the FAs were great. They made special effort to speak with each of us.

I have always had positive experiences with WN when problems came up. They always quickly rebooked me when an inbound flight was going to make me miss my connection to Tucson.

[Edited 2009-07-13 05:16:07]

[Edited 2009-07-13 05:16:38]
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RE: The Good Service Thread

Tue Jul 14, 2009 3:30 am

Continental TPA-IAH-SEA
Above amazing crew, meals, performance, seats, entertainment, and professionalism.
Some of the best flights I have ever taken!
I am so thankful my family made the suggestion to fly CO.
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RE: The Good Service Thread

Tue Jul 14, 2009 8:23 pm

Was on business in Port-of-Spain, Trinidad, when our hotel shuttle got us to the airport twenty minutes late...therefore, myself and my workmate and his wife missed our afternoon Caribbean Airlines (BW) flight to Barbados (BGI). Needless to say, we were NOT amused.

We would have to wait until 18:30 for the next flight to BGI, which was not full, there were something like ten seats free, and the flight was less than 4 hours away. So we queried whether or not we could be checked in for the flight, considering it would be unlikely that those 10 seats would be sold by the time the flight would be ready to depart (I knew it was a bit testy to ask, but it was worth the try) but we encountered this horrific supervisor, she was rude and short, and while my workmate was asking her a question, she simply stared him in the eye and walked off.

I don't have to tell you that my blood reached a quick boil at that moment, but the entire debacle was given a beautiful ending when another supervisor, who instead of radiator fluid, had the milk of human kindness flowing through her veins, checked us in. We made the flight and got accomodated in the VIP lounge at Piarco (POS) while we waited for our flight. True Trinidadian hospitality.

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