Newspapers / Piedmont Aviation Employee Newsletter / Aug. 1, 1988, edition 1 / Page 10
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Viedmonf commiffecl to excellence' An airline “committed to excellence,” that’s how memy of our passengers view Piedmont. Following are just a few of the many letters received recently by our customer relations department praising Piedmont employees: On my return to LaGuardia, I was assisted at the ticket counter by Denise FSuniglietta. I knew I was a bit early for my flight which was heading for Charlotte around 4 p.m. with a stop in Richmond. Denise informed me that I could make the 3 p.m. flight down the hall about 200 yards which was a nonstop flight. I was con cerned about the close timing of the departure (only 10 minutes away) because I was checking my luggage (which carried new products for my business). Denise assured me that the luggage would make it onboard OK. Moments later, while I was boarding at the gate, I saw Denise coming down the ramp carrying my heavy, product- bearing luggage. She proceeded to hand it to someone on the outside of the jetway and had them load it specially onto the plane. 1 inquired why she had bothered to carry it down to the plane. She replied that the conveyor belt for the luggage had malfunctioned and that she wanted to be sure that it got loaded, having committed to me that it would be on the plane OK. I am not easily impressed. I was very impressed with this commitment to excellence! “I was very impressed with this commitment to excellence!” I am a seasoned world traveler with tens of thousands of miles in the air. I can honestly tell you that I was never so impressed with a flight attendant’s efforts to make a flight an enjoyable, relcixing experience. Miss Amanda Cote Grauer (BWI), Piedmont flight attendant, was Just great!! Her positive, enthusiastic approach to her pas sengers was an experience in itself. It was a joy to watch her orchestrate an atmosphere of relax ation and fun!. . .She even brought homemade brownies and served them to her passengers. 1 talked to Miss Grauer about her approach to her job. Her response was so rare I felt I had to share it with you. She spoke to me about her love for her job and Piedmont Airlines. Yes, her love for Piedmont Airlines. She considered it an honor to represent Piedmont. * * * Our three-year-old son seemed to have an al lergic reaction to the strawberries served as the breakfast snack. . .Flight Attendant Windy Wilson (CLT) answered our call button. Because of her wonderful help, along with Charlotte ground personnel supervisor Ron Ives, we avoided a major medical emergency. . .Windy im mediately radioed ahead to ground paramedic personnel in Charlotte, and ushered our entire family off the aircraft. . .Our luggage contained the necessary medication for our child, and Ron people pieasers Employees from the reservations depart ment made a strong favorable impression upon our customers during the month of June resulting in a number of those em ployees receiving multiple compliments. Pat Beard (reservations support-INT), was our number one people pleaser with eight compliments. Mark Ellis (BNARO), Debbie Foster, and Debbie Hutchens (both reservations support-INTRO) each received fwe com pliments. Receiving four compliments each were Betty Whitacre (BNARO), Gail Pitts (INTRO), Carol Clemmons and Norma Hamby (both reservations support-INT). Ives retrieved it almost instantly. With the medi cal situation under control, we had but 10 min utes to meet our connecting flight at a different concourse. Ron had a mobile unit ready to whisk us to our gate. . .We travel extensively. . .Never have we encountered such pleasantness and eagerness to help. * * * I was attempting to change, at the last minute, travel plans from I>ondon/Gatwick to BWI. As I wandered through Gatwick, 1 spotted the friend ly faces at Piedmont and remembered you serv iced BWI. Although the flights did not coincide with a previously-purchased ticket, the ladies at the ticket counter that morning were extremely helpful and courteous. * * * I am 73 years old, deaf and have a heart condi tion and have had my very first flight to visit my son and daughter-in-law in North Carolina and found it a wonderful experience. Your staff (at both LGW and CLT) was wonderful. * * * Due to a disability, 1 had to walk with a cane. No one could have been more royally treated than I; even to having a flight attendant carry my bag to the escalator. . .Thank you. (MIA and MCO) * * * As a result of unexpected turbulence, a child had been scalded by hot coffee and required medical attention. . .We landed in Charlotte at the nearest airport and the child and his family were taken off for that attention. . .Additionally a woman passenger seated behind me suffered a bleeding nose through most of the flight, and my seat mate, a young uninitiated flyer of college age, was panicked by the turbulence. . .The cabin staff, the pilot, and the agent who came aboard for the young man were very professional. The passengers were kept informed of the details of the medical emergency landing and why. . . and through all of those preparations the crew (First Officer Pascal Houcke, BWI, Captedn Dennis Musselman, BWI, and flight atten dants Lisa Stephenson, Mae Simmons, Patri cia Lape, and Alex Glover, all based at BWI) were able to also focus on these (and other) pas sengers. . .They are to be commended. “We travel extensively . . .never have we en countered such. . .eager ness to help.” I was recently traveling from New Orleans to Fayetteville, Arkansas, and was mistakenly tick eted to Fayetteville, North Carolina. I realized the error during the flight on Piedmont from New Orleans to Charlotte and notified one of your flight attendants. Tbm Germain (CLT agent) met me at the plane in Charlotte and proceeded to make connections for me to Fayetteville, Ar kansas. . .My firm prides itself on giving excellent “customer service.” This time I was on the re ceiving end. * * * I want to compliment Steve Parker (ALB). . .1 left my briefcase in a phone booth at the Albany airport. Mr. Parker found it and went out of his way to return it to me. He found a copy of my air line schedule in my case and contacted the other airline for information. They gave him my home phone number in Detroit. He could not reach me in Detroit because I moved and my phone had been disconnected. Mr. Parker did not give up. He noticed I had rented a car from National. He checked with National and they informed him (where I was staying and he contacted me). ♦ * * On behalf of the United Cerebral Palsy Associa tion of W.N.Y., Inc., I would like to thank you for all your assistance and the special consideration you gave to our group. Because of your efforts, 11 disabled athletes had the opportunity to fly to New York City to compete in the Cerebral Palsy Regional Track & Field Competition. . .We would like to express our appreciation for both the Piedmont and USAir staff (Buffalo sales of fice, BUF personnel). They were all outstanding in their assistance to the group. “My firm prides itself on giving excellent ‘cus tomer service.’ This time I was on the receiving end.” I had a particularly complicated transaction in volving frequent flyer tickets to London along with onward European travel. . .1 was in your of fice (CLT-CTO) for almost one and a half hours sorting the whole thing out. . .On several occa sions, I am sure it would have been easy (for Jane Howard) to have informed me that what I had in mind could not be offered by Piedmont, and to force me to take something less compli cated. Instead, she battled on, and at one time, was waiting patiently "phone-to-ear” for almost 20 minutes for answers from your international department. She also saved me a bunch of money! * * * 1 am a million-miler. Between work and vaca tions, I have visited 55 countries of the world. Congratulations! Piedmont was either on time or ahead of time. The cabin crew are well-trained people who seem to enjoy being with people and serving them. I’m glad that I chose Piedmont. * * * I am writing tonight for three reasons. First, to thank you for refunding some airline tickets I purchased three months prior to my departure from Houston to Washington, DC. I asked for a refund because of my brother's death. . .Sec ondly, I would like to mention the patience, cour tesy, and assistance given me when making the reservations. . .Thirdly, the assistance and un derstanding given to me by Mr. Wayne Butler (lAH) at the ticket counter. . .The window was closed and he was getting ready to go home for the night. In a very polite manner he stated that he maybe could help me, but I would have to come back tomorrow because of his closing out and locking up the money. After presenting the death certificate and other documents, he im mediately said that because of the circum stances. I had been through enough already, and he would cut me a check. Mr. Butler really didn’t know the trauma I went through but because of his kindness and cooperation, he made the hurt a little lighter. August 1988 Volume 39, Number 7 Published for and about Piedmont people by the Public Affairs Department. One Piedmont Plaza Winston-Salem, NC 27156-1000 919/770-8283 Holly A. Coffey, acting editor Claudette McCullough, assistant editor Piedmont Aviation is a subsidiary of USAir Group, Inc. Piedmonitor • August 1988
Piedmont Aviation Employee Newsletter
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Aug. 1, 1988, edition 1
10
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