'PI.. .the airline that cares'
I had just learned that my father was dying
and not expected to live through the night. Being
in a poor financial situation, and grief stricken, I
asked if the agent could get me on a flight and
find me the cheapest way I could fly. . .Jane
Tticker (customer service, INT), after listening
to my situation, put me on an afternoon flight at
half the normal price. My father died, but I was
there to be with him. . .Thank you Piedmont Air
lines for really being the airline that CARES.
* * *
Roughly two hours after arrival, I noticed that I
had lost my ''billfold”. . .My life is in that small
case — from an American Express card to my
driver’s license to my voter registration card to a
blank check. Needless to say, when I discovered
the loss, I was very upset. . .When I finished my
meeting, a note was handed to me saying that
Mr. Daryl Ekstrom (DCA) had found my lost
“treasure" and it was waiting for me intact at the
Piedmont Baggage Claim Office. I also under
stand that Georgia Rabie and Barbara Alls-
man (both DCA) of that office were instrumental
in working with my assistant in Chattanooga to
coordinate the return of my property. What a
great credit to the fine folks at Piedmont whose
qualities like honesty, integrity, and character are
missing in most other businesses today.
* * *
I recently encountered a problem on the way
back from my honeymoon in Florida. Unfortu
nately, my trip to Florida corresponded with the
arrival of “Hurricane Florence,” and 1 had to cut
the trip short. In an effort to find a “safe haven”
for the remainder of my honeymoon, Mr. Eric
Newton (CLT) went well beyond the call of duty
trying to help me. . .It is because of people like
Mr. Newton that organizations like Piedmont Air
lines are successful.
* * *
I would like to take this opportunity to express
my appreciation for the excellent service that
Tanya Chilton (GSO) provided our Japanese for
eign exchange student. . .upon her arrival at the
Greensboro airport recently. There was a mixup
concerning arrival time of the flight, and as a re
sult, no one was there to greet her. Ms. Chilton
made sure that Aiko had dinner and that she
was taken care of during this time of confusion.
Aiko’s American parents and I are very grateful
for her care and concern.
Piedmont employees have contributed almost
$235,000 in the Forsyth County 1988 United
Way Campeiign. “The contributions are still
coming in,” said Jewell Gentry, chairwoman for
the campaign at Piedmont. “And we remzdn
hopeful that we will meet last year’s total of
$258,000.”
At the victory celebration held recently at
the conclusion of the campaign, the local
United Way organization recognized the reve
nue accounting, maintenance, and reserva
tions departments at Piedmont for their
increase in contributions. Eighty-four percent
of the employees at INT reservations partici
pated in the campaign increasing contribu
tions by 11 percent over 1987—to $64,500.
Members of the Piedmont United Way cam
paign committee at INT included (front row,
seated, 1 to r) Jewell Gentry, contract training
I received notification on the death of my fa
ther. I immediately booked a 6 p.m. flight from
Fayetteville to Boston on Piedmont connecting
with Delta to Bangor, Maine. . .About 40 minutes
from arrival at Boston, 1 realized I would not
make my connection. I notified the flight atten
dants (GSO-based Debbie Snell, Jeanette
Beaudry-Parks, Cindy Newcom, and Midge
F*arker) of my situation and their actions show
why so many passengers hold Piedmont in the
highest regards. The attendant notified the crew
(BWI-based Captain Mike Duffy and First Of
ficer Thomas Bullions) of my situation who in
turn radioed your terminal operations in Boston.
Your ground personnel notified Delta of my ar
rival and asked if they would hold the flight. The
attendant came back to me and advised me that
all had been taken care of and that Delta would
wait. She then asked me to move up to the first
class section so I could be the first one off How
ever. Piedmont did not stop there. Your personnel
went “That Extra Mile” and had one of your
ground personnel meet me at the door and es
cort me down the stairs that are used by the
crews to an awaiting vehicle which took me over
to the Delta departure area.
* * ♦
(James Smith,
LAX) did it all, he ac
commodated all those
people that were
“stressed-out” and he
did a good job. . .1 en
joyed the trip and the
service was excellent
both on board and off.
What can I say. but
thank you for having
the professional staff to
make my flight one of
the very best I’ve had
in years.
* ♦ *
My son and I were flying from South Bend to
Durham and had an expected layover in Dayton
of one and a half hours. Due to a plane mainte
nance problem that delay turned into three
hours. My son is in a wheelchair and because of
a problem with pressure sores, he needed to lie
down during that period of time. Daniel Pierce
(DAY), after several phone calls, secured the use
services; Jay Young, flight operations; Diane
Christie, headquarters; (second row, seated,
1 to r) Roger Thornton, cargo; Bill Hancock, gen
eral aviation; Tbm Schick, Piedmont president
and chief operating officer; Cynthia Beiiley,
purchasing; Mary Newbury, revenue account
ing; Krista Adams, INT maintenance; (stand
ing, 1 to r) Theressa Parks, flight attendant;
Susan Parks, Forsyth County United Way;
Linda Ross, R. J. Reynolds employee on loan to
the local campaign; Lorri Gonzales, operations;
Donna Triplett, reservations and co
chairwoman; and Harve Mogul, president of
the Forsyth County United Way.
Other members of the committee were Mary
Ann Condon, training center; Becky Goodman,
revenue accounting; Yasmine Paschal, com
puter services; Lisa Burkhart, printing ser
vices; and Ralph Proschia, GSO maintenance.
of the bed in the first aid station and arranged for
two gentlemen to put my son down and to get
him up. He also arranged for a fan for the room
as it was not air conditioned. . .We received simi
lar help in Charlotte.
* * *
I purchased a non-refundable ticket from New
ark to Richmond. . .1 received a phone call from
(the doctor) that my husband had been hospital
ized with extreme chest pains. . .Between the
tears and nerves your reservations clerk was so
kind and honored my ticket for a lower fare to
travel (on an earlier flight). . .Everyone from the
reservations clerk, to the supervisor in reserva
tions, (and agents at) the check-in counters
both in Newark and Richmond were so helpful.
* * *
Due to bad weather. . .we departed two hours
late and were estimated to arrive at 8:15 a.m. in
Gatwick rather than 7 a.m. Obviously, with the
connecting flight. . .leaving at 8:45 a.m.. I started
making alternate plans. . .We landed at 8:15 a.m.
and arrived at the gate at 8:20. As soon as the
door opened, our names were announced and we
were met by your representative, Ms. Genie Man-
terfield (LGW). She informed us that Brymon
Airways had been notified of our late arrival and
would be waiting for
us. She literally ran us
through Gatwick pass
port control and cus
toms. While running,
she filled out the lost
luggage forms and told
us she would per
sonally take care of the
luggage. We made the
tlight! On arrival at my
mother’s home, my
mother informed me
that Ms. Manterfield
had called her inform
ing her that we had
made the flight and that the luggage would be on
its way that evening. The luggage did indeed ar
rive at 10 p.m. by taxi.
* * *
Neither of our children had flown before and
were very apprehensive. Your airlines took any
fear from their minds with the exceptional friend
liness, both on the ground and in the air. We
were on time at each arrival and departure. Our
baggage was with us roundtrip! The food was
superb and portions extremely generous. . .Our
pilot on return trip gave us a tremendous geo
graphic description. Because of your generous
offer (“Kids Fly Free” program in conjunction
with Purina’s Chex cereal) our entire family had
the best vacation ever.
* * *
As the plane took off. I felt the panic start to
overcome me. . .(then) the captain (Bob Dean,
CLT) came on the speaker. . .He was so friendly
and relaxed, I started to calm down a little bit. He
pointed out various sights and landmarks along
the way. As he dipped the plane to the right so
we could observe the meteorite crater in Arizona.
I realized I was completely at ease. Instead of
worrying about mid-air collisions and spon
taneous combustion, I was engrossed in our
sightseeing.
* * *
For the first time, I actually felt like I was get
ting first-class service for a flrst-class fare. In par
ticular, I'd like to commend your Miss Tracy
Bailey (BWI) for her cheerful and courteous
service.
* * *
I had to make some flight changes due to the
death of a special friend and David Clark’s
(TYS) assistance was above and beyond the call
of duty. . .it is refreshing to experience sueh qual
ity customer service.
* * *
I left a very valuable phone book in a telephone
booth. Ms. Lori Williams (ELM) found the book
which did not have my address in it; however,
there was an American Airlines Advantage Num
ber, and through that she traced my address and
had the book air freighted to Los Angeles where I
picked it up today.
Piedmonitor • November 1988
people pieasers
Four CLT-based flight attendants tied
as our top people pieasers for the month of
September with seven compliments each:
Eldenia Blakely, Janice Hanes, Eliza
beth Ketcham, and Mike Warren.
Elizabeth Brim, flight attendant-GSO,
had the second highest number of compli
ments with six. and Jane Tucker, reserva
tions support-INT, had five for the month.
J.