Newspapers / Piedmont Aviation Employee Newsletter / April 1, 1987, edition 1 / Page 8
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The State of North Carolina recently presented certificates of appreciation to Lindo Jes sup (right) who represented Piedmont Aviation and to Sun- nie Cram (left) for their contri butions made during the annual Piedmont Thanksgiving Pood Drive. Jessup, along with the other members of Avionics- GSOMM pictured here, raised over $5,100 in a raffle held last November. Cram, marketing- INT, has been in charge of the project for the past eight years. 'You just seem to do it better' 8 Piedmont receives over 500 letters each month praising our employees in every area of the company. Here are just a few examples: I recently made some compli cated reservations. . .and dealt with two different reservations agents in your Nashville office. . Jackie Jones and Kirk Keathley. . were very knowledgeable, helpful, and friendly. * * * We experienced a miscommuni- cation on a fare cost. . .When I was at the Greensboro Airport. . .1 dis cussed this with Kent Ferguson (supervisor). . .who very readily. . . called my travel agent and spent some time in trying to resolve the problem. . .1 was most impressed with Mr. Ferguson's efforts and his resolution of the problem. . .it could not have been handled more professionally. * * * (Agents) at both Dayton and Newark were more courteous and helpful than one could expect. They made boarding and deplaning less traumatic than was antici pated by our clients (physically- handicapped travelers). The cockpit and cabin crews were pro fessional and gracious and made our night as pleasant as possible. « « « My young children have been fly ing the Piedmont flights from Louisville to Asheville for almost two years now. . .They have been very well protected and cared for at all stops. . .On behalf of the staff at Lx)uisville. . .the agents. . .have just been wonderful. * * * Safety, on-time flights, competi tive prices are all primary consider ations when flying. But this note is a "thank you Piedmont " for little things often overlooked! Thank you for a full soft drink can. . .Thanks for two packages of peanuts. . .And especially thanks for printing and making readily available your com plete system timetable. * « * More valuable than the money I am saving, however, is the friendly, personal treatment Piedmont al ways provides. The sales representative I spoke to was cheerful, helpful and seemed glad that she was saving me money! But in a way that shouldn’t surprise me. It is indicative of the outstand ing service I've received from Pied mont flight attendants, airport personnel, and ticketing agents whenever I've traveled with you in the past. * * * You just seem to do it better! Your airline representatives, crews, at the ticket counter and on the phone there is a consistent pleasantness and desire to be help ful. Your hub operations have an edge on organization and effort to ensure passengers make their con nections. . .Susan Ehman (BWI- CTO). . .is extremely professional, always responds pleasantly making every effort to provide the travel service 1 require at the cheapest cost. . .Carla Kindle (BWl-CTO) is equally responsive, pleasant and efficient. I recently flew to Atlanta and for got to get all of my luggage off of the claim station. . .1 called Tbny Vestal at 10:30 p.m. . .and he of fered to just bring the briefcase by the Marriott after he got off of work that night. * * * Joan Horton (INTRO) is an asset to Piedmont. . .She was extremely thorough and determined to help me find the best fare for my family. ♦ ♦ ♦ 1 am a customer service agent for USAir at Pittsburgh. On February 16, we had massive cancellations due to an ice storm in West Vir ginia. . .1 had one passenger who needed to get to CRW desperately due to a family illness. The only way I could get her there was through DCA on a Piedmont con nection. I called your reservations number and your sigent said that your flight was full. When I asked her to waitlist and explained my circumstances, she. . .had your in ventory control to overbook. The agent came back and told me what you have done for our passenger. . . It is nice to see airlines cooperate with each other for the sake of the passengers. It is truly refreshing to do busi ness with someone like Delores Hendrick (INTRO). . .Not only was she cheerful and seemed to be enjoying her job, but was really helpful with her suggestions and money-saving ideas concerning my travel plans. * * My husband is legally blind, and goes to New York twice a month. The personnel in Asheville are so helpful to him at all times. A few weeks ago he was stranded at LaGuardia. . .Maria Lynn Ger- manakos. . .took him to the gate herself. * * ♦ I was at the Dayton Airport. . . when I learned the flight was can celled. . .1 decided to take the next morning flight. . .Within an actual 30 minutes, 1 had hotel and food vouchers, recovered baggage, a lift to the airport hotel, and checked into my room. How very fortunate to have made the inquiry to Cindy Nobel, a total professional! * * * (When I arrived at lAH, my daughter and her family) were not on the flight. . .1 did not know this, and. . .1 started some loud and sus tained complaining. Bob Meason (lAH) took charge and checked with Baltimore: got their luggage and helped me get it into my car: paid for my parking; kept his good manners: and all the while placat ing me. I was greatly in error, but he treated it as a legitimate com plaint and covered all possible bases. * * What or how she (Nancy Chap lin, ORD) got us home is not im portant. The smile, the courtesy and the fact that a customer was not going to leave the counter un happy is what counts and is what is making your airline a pleasure to fly. I happen to be writing this while sitting in a first class seat offered as a courtesy while your conversion is going on. Another nice touch. I had the opportunity to visit and spend several hours at your newest Presidential Suite (LGA). Scott Smith, Don Skerl, and Jeff Neel were excellent and cordial hosts. They almost made me feel like I was back home in the South. Although she (Roxanne Rod riguez, MIA) was getting off a long shift, she took the time to help lo cate my daughter. . .Her attitude was one of care and concern. . .One of these days this country will get back to the old methods of respect and care. Thank goodness Pied mont has a head start. . .My per sonal thanks to her. and 1 hope Piedmont finds more like her. * * ^ My bank card. . .fell out of my handbag. . Kimberly Thomas (Right attendant-SYR) found it in my seat. She mailed me the bank card personally with a note. . .She remembered me which made me feel very good. * * * The flight crew of John Pogue, Julie Callahan, George Price, and Cathy McDougal (all GSO- based) were not only professional and efficient, but made you feel as if you had been their friends since childhood. On my return flight. . . First Officer Roger Blume’s (CLT) inflight wisdom and humor kept us all informed and entertained. . .PS. The food was great! * * ★ Debra Wolfington (agent, CLT) . . .went out of her way to make me feel more comfortable and relaxed. I was very impressed and felt like this was a special service reserved just for me until I noticed she was this way with all of the passengers I could see. To be treated as some one special rather than a piece of luggage is truly a good experience . . .Thank you for earing. * * ♦ The single most important rea son that I prefer your airline is the attitude of your employees. They care about the passengers. Ti'avel- ing through St. Louis on a weekly basis has permitted me to to know a few of your caring employees by name. They are Kevin Bemis, Mike Chandler, Marty Tilley, and Theresa Lindeman. Jack Walters (ALB) has been most helpful. . .He was courteous, while displaying a genuine interest in developing a Piedmont/passen ger relationship. Piedmonitor • April 1987
Piedmont Aviation Employee Newsletter
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April 1, 1987, edition 1
8
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