Newspapers / Piedmont Aviation Employee Newsletter / Oct. 1, 1984, edition 1 / Page 7
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The Up-And-Coming Airline 7 i Harold Baffin (left) and his wife Carolyn and Roy Caldwell, with his wife Billie, read their programs while wailing for the banqiiet to begin. Both men are from our LEX station. Baffin has 20 years and Caldwell Jast retired after 36 years anth Piedmont. Annie Meadows, flight attendant instructor. INT. models the first female flight attendant uniform worn in 1962. Meadows, along withJive others from inflight services, wore Piedmont uniformsfrom years past at the reception. k President Bill Howard (l^t) greets Mary Wagner and her husband Jim. Mary .r ^ m. Wagner, a data entry operator. INT. has 15 years with the Company. Marvin Collins (left) and his wife Louise and lYacy Mabeand her father Raymond Edney were among those attending the banquet Collins and Edney. INT- MM, each have 25 years at Piedmont Mabefollowed In herfather's footsteps and worksfor Piedmont in the Revenue Accounting Department Showing 'We Care' Makes the difference When the concourses, especially at our hubs, are crowded with peo ple, it’s easy to lose that personal touch, to forget to let our pas sengers know "We Care’. These complimentary letters from pas sengers highlight just a few instan ces in which our employees at our hubs received praise for their cus tomer service. BWI "The flight ims delayed in Battik more for a couple of hours because of weather conditions in Boston. I want to compliment all the Piedmont Per sonnel that I came in contact with during the entire flight. Everyone was cooperative. The/light attend ants who started on the flight were required to stay late and board the new set of passengers. No one com plained. Everyone was polite and helpful. The ground personnel in Baltimore were extren^ely attentive. They were concerned about the pas sengers being delayed and were responsive to our questions and requests under difficult and tiring conditions. The new crew was polite and helpful... Because of the excep tional service that Piedmont person nel provided. I will go out of my way in the future to choose Piedmontfor business travel, and to recommend that my staff do the same. It's this kind of service that distinguishes one airline, or forthat matter, one companyfrom another and builds customer loyalty." "Yourpeople and overall operation at BWI has time and time again exceeded my expectations. You should be proud of this organization. 1 am a member of your Presidential Suite and 1 wish to express special thanks to your staff at BWI, particu larly to Ms. Jackie Dow who has helped me a number of times with different travel plans. I hope you open more suites in other cities." CUT "I was at Charlotte waiting for a connecting flight. It was a mad house of people anxious to get to their destination and loved ones. The tension was high.. .As you can imagine, a large percentage of the people were being unreasonable with your employees. It was noticed that two of your employees. Brent Davis and Dedria Coley, went beyond the call of'being courteous. They were very professional and a real pleasure to see!" "Whileflying on your airline recently I was unable to make a satisfactory connection because the plane developed engine trouble. But this is not what lam writing to you about but writing concerning your employee. Lani Tamanaha (CLTj. iMni has to be one of the most cour teous and helpful airline employees that I have ever had the opportunity to deal with. I feel she was more than helpful in trying to reroute me and trying to get me to my end destina lion as close to my designated lime as possible. With employees such as Ixxni it is not difficult to understand why your airline continues to be successfu/." DAY "The professionalism of your pas senger service specialists at the Day ton Airport is superior, and is typical of my initial impressions of your air line. Having grown up In the Nor theast, I had not been exposed to Piedmont. However, after three flights I am sold on your service. After being stuck on the interstate. I arrived at the airport with only five minutes toflight time, no ticket and an eightmonth old sort. Three of your passenger service specialists all pitched in. I had my ticket promptly, they helped carry the luggage and the boy to the gate. I made the llight. thanks to their professionalism, ivil lingness. and extending themselves beyond ivhat is normally required." "I have never been as favorably impressed by an airline as 1 ivas at Dayton recently. Having been delayed on my ivay to the airport... 1 knew I had little hope qfmakiitg the plane. However, a woman at the Piedmont counter... made tivo quick calls, grabbed my suitcase, ivhich was large and Iteavy. told me to fol low her. and took off running... I made the flight, and the plane departed right on schedule. If this u’oman's attitude toward excellent service was a re/lection qftheatti tude of your airline as a whole, you have a lot to be proud of I can assure you I'lljly Piedmont whenever possible." What do passengers most often complain about when they write Piedmont? Little or no communi cation. Here are some examples: cancelled flight "We called the airport from work and received the information from your agent that the flight would arrive on lime... When we arrived at the airport we checked the Piedmont computer terniinalsforflight infor mation. Two of them... reported the flight on lime... After an hour wait. I checked again and it was then that I was told that the flight had been cancelled... It is absolutely inexcu sable that your terminals would still show the flight arriving on time (15 minutes before its scheduled arrival) when inf act thejlight has been cancelled." delays "Your staff made a most unfortu nate decision yesterday In notfully informmg the passengers as to the status of our flight. This resulted in unnecessary delay and confusion ... I have no problem with dealing with mechanical or weather related delays. I do have a problem with the airline not keeping me reasonably informed as to the status of the delay. Important meetings, connec lions or people meeting me might require some action on my part ... In my business, which as yours pro vides a service, I havefound that the better the communications and the flow of information, the smalller the problems and confusion." flight information "We understand that there are unavoidable delays in airline opera lions, and I am sure airline person nel must deal with many angry cus tomers because of these delays. My husband and I were understanding and polite about our inconveniences, however, the Piedmont personnel were not. They did not offer flight change information, apologiesfor our delays and Inconveniences or assistance of any kind contacting people waitingfor us at our destina lion. Wefeel very strongly that we were treated rudely... Thefinancial savings with Piedmont Is not sub stantlal enoughfor us to tolerate rudeness or an attitude of indiffer encefrom service personnel. We are very disappointed."
Piedmont Aviation Employee Newsletter
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Oct. 1, 1984, edition 1
7
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