The CBS Early Show aired a segment this morning called The Friendliest Skies. The star of the piece is a United Airline pilot, Captain Denny Flanagan, who takes it upon himself to bring customer service up to a whole new level. Here are the highlights:
Flanagan...
- buys McDonald's hamburgers for passengers on delayed flights.
- takes pictures of pets stored in cargo to reassure passengers.
- makes sure children flying alone get window seats; calls their parents if there are unexpected delays.
- asks passengers to play in a contest in which they write down their best or worst flying experiences; he later posts them on United bulletin boards so that employees can learn about customers' experiences. (Contest winners, by the way, get a bottle of fine wine).
- writes personalized thank-you notes on the back of his business card for first-class passengers who are frequent fliers.
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2 comments:
Several years ago I was on a United flight where the Captain wrote the frequent fliers (not just in First Class) thank you notes! THAT made an impression on me.
Yeah, I double-checked the video and it did specifically state he wrote the notes for first-class passengers, though he does quite a bit for passengers in general. I give him credit for going above-and-beyond, especially when I consider the travel nightmares I've experienced lately.
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