Newspapers / Piedmont Aviation Employee Newsletter / March 1, 1987, edition 1 / Page 9
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Thanks for the classy, courteous service' Many passengers who were stranded dur ing the snowstorms on the East Coast in Janu£iry wrote to praise Piedmont employ ees. Following are exerpts from just a few of these letters. The staff. . .at Syracuse (and Washington Na- tionalj was outstanding under very difficult cir cumstances. I was treated very courteously and expediently as possible. . .Your staff remained polite and calm in the face of some of the most disrespectful language and behavior possible. * * * Thanks for the classy, courteous service (at BOS) in arranging hotel accommodations and rearranging our flight schedule during the snowstorm. . .You gained some fans! ** * I arrived at my house at 1 a.m. rather than the estimated time of 6 p.m. As frustrating an experience as it was, I can say that the staff (at ROC), without exception, was very informative, sympathetic and pleasant. ♦ « « When I arrived (at MSY) my flight had been cancelled. I was rebooked on another flight, but (it was also cancelled). Peggy Bourgeois ap proached many ticket counters with me trying to get me to my destination of Massachusetts. Finally, with Just minutes to go. I boarded an other airline. . .Lewis Burns assured me that while I called my family he would get my lug gage and check me through. (These people) made me feel very much at ease. * * * The personnel at your West Palm Beach of fice, working no doubt with your Miami office, managed to return me to Baltimore right after the snow had stopped falling and BWI reopened and at no small expense to Piedmont. All of the people involved couldn't have been more polite or helpful. They are to be commended for their courtesy and efficiency. . .You have convinced me of your concern for the fiying businessman, and I will be sure to recommend Piedmont to my traveling colleagues in the future. * ** May I express my sincere thanks. . .for the ef fort put forth (at BWIj in helping me and my staff. . .during the shutdown of the airport. ♦ ♦ * You had two flight attendants fSylvia Vaug han, CLT, and Judy Meiklejohn, DCAj who were off duty, headed home. As soon as the delay became apparent. . .they made coffee, served drinks, passed out pillows and blankets, and did what they could to make the best of a poor situation. They somehow rounded up an other uniformed flight attendant. Jennifer Bur nett (CLT). . .so that the flight could continue . . .This type of dedication is why I fly Piedmont whenever I can and why I recommend it to my friends and business associates. It was a lot easier to be a patient and under standing passenger when the airline employees were the same way. . .Charles Barron (ORF) was exceptionally helpful and cheerful. The woman assigned to Gate I. . .is the other She spent hours patiently answering questions and being as helpful as possible. « « « Piedmont receives over 500 letters each month praising our employees in every area of the company. Here are just a few examples: I travel quite a lot. and find most airline ex periences wearing if not maddening: crowds, lines, delays, short tempers, and so on. But every time Ifiy Piedmont, something nice seems to happen. It's obviously not by chance . . .Yourfiights are usually on time. . .the planes are clean, and the employees are always nice. I think you should especially value the attitude o/Michael Williams (DCA-based flight atten dant). . .If Mr. Williams is any indication, you're doing a great Job of spreading a spirit of obses sion with customer service throughout Piedmont. * * * Flight attendants Pam Randall, Janice Hanes, and Jill Gober (all CLT-based) deserve to be recognized and praised for their outstanding performance. Their display of interpersonal skills and attention to detail while providing everyone flrst-class service was indeed remark able to observe. If I could have recorded it on a VHS recorder, it would have been a perfect training tape. I am writing to commend Frances Bowen customer service—INT. . .1 was ready to file a complaint when I had the good fortune to have Frances answer my call. She immediately calmed me down and promised to have my problem rectifiied. She kept in touch with me during the week period in which she worked on my problem and eventually resolved it. * * * The service that Ray Bloom (CMI) delivered was outstanding. The rescheduling that he did for us was only one of many that he had to handle due to the cancelled fiight. He demon strated a real concern. After equipment failures and weather cancel lations my co-workers and I have had it with airlines! Well, almost. Your fiight crew. . .has succeeded in restoring the ‘friendliness in sky" some of your competitors speak of, but fail to deliver Marilyn Robinson and Mary Voigts [DCA-based fiight attendants) were friendly, courteous and particularly cheerful. ** * Thanks for being my favorite airline. . .Your reservations agents are most polite and helpful whenever I call. . .Your ticket agents at BWI and ISP remember me whenever I go to check in and they always make me feel like they want n^y business. And that's a rarity among airlines . . .Your lines in the airport move fastest of any airline I've used: You're always on-tirne: and you've never lost my luggage. « • * While I believe the average Piedmont em ployee working with customers has no equal in the airline industry. I would like to take this opportunity to specifiically compliment Debra Shellabarger (DAY), Mark Damron (CAK), Lynette Garbe (AZO), and Robin Hubbard (AZO). . .who have helped me many times with "problem travel situations." all (he while re maining courteous and friendly. These four Piedmont employees are a major reason I choose Piedmont whenever possible. . ./ am very happy Piedmont has been able to bring "Southern Hospitality" to the Midwest. At every destination, my daughter was met and escorted and cordially but firmly reminded to stay put until a Piedmont agent or fiight at tendant could assist her to the next point. . . All went well until a return leg was cancelled. Agents (at CUT) escorted her to another airline . . .In the midst of all this the agent called me long distance to make sure I knew of the changes and even put my daughter on the phone for a quick "hello" to make sure I knew she was alright! Cherry Arnold-Lowery (SFO agent) per sonally called the car rental agency, contacted the driver of their pick-up bus and literally ran through the San Francisco Airport outside to retrieve the lost ticket. As an independent busi nessman. I realize the in^portance of personal service and am encouraged by Piedmon I Airlines' employees continually transcending high levels of service. These people (the executive desk. INTROj are super. They are quick, extremely efficient, help ful. patient, and always in the best of humor Rafael Nino, Ftokker representative as signed to Piedmont since mid-1984, transferred back to Holland in January. He sent the following note to all Pied mont employees: A month has passed since I left Winston- Salem with warm memories and mixed feelings. I am sorry I did not have the chance to say good by to each one of you, as I would have liked it. Thank you all very much for your friendship and cooperation. Why are these agents smiling? They are excited about our new Presidential Suite, the 12th on our system, which opened at LGA in February. The proud agents in clude (seated) Linda Fields and Joanne Shortwell, and (standing, 1 to r) Dan Skerl, Scott Smith, PEim Williams, Craig Denby (su pervisor), Janet Brooks, and Jeff Neel. A new Presidential Suite, which has been delayed due to construc tion problems, is tentatively scheduled to open at EWR in April. We also have Suites at ATL, BOS, BWI, CLT, DAY, DFW, DCA, GSO, LAX, £ind RDU. A second Suite will be ready at CLT late this year, and early next year. Suites will open at MIA, SYR, and TPA. March 1987 • Piedmonitor
Piedmont Aviation Employee Newsletter
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March 1, 1987, edition 1
9
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