Wednesday, July 1st, 2009
MAILBOX
Above and Beyond
My daughter Shea, my grandson Brice and I flew Midwest out of New York La Guardia to Indianapolis, with a 20-minute layover in Milwaukee. We sat on the runway in New York for 30 minutes and knew making our connecting flight might not happen.
Brice, age 3, has cancer called neuroblastoma. He goes to New York for treatments, but there is no cure. All he wanted to do was go home. Your captain and the crew apologized. Brice had fallen asleep and we needed a place to put him, so they also got his stroller from beneath because they knew we would be waiting six hours for the next flight. The captain also took us to the special lounge to stay while Brice was sleeping. Please acknowledge him and his crew for what they did for my family. They went above and beyond what they would have needed to do.
We greatly appreciate it.
We flew Miracle Miles on this day, and several other times as well. Expenses in New York are great and we appreciate this. Thank you!
Linda Kemper Holland, Ind.
We know that flight delays inconvenience our passengers, but we hope that the way we help our customers deal with them sets us apart from other airlines. Many thanks to Captain Robert Loncich, First Officer John Eves and flight attendants Mary Herr and Johanna Tweeden for their sensitivity and compassion for this precious customer and his family.
The Midwest Airlines Miracle Miles program offers travelers the opportunity to donate Midwest Miles to qualifying non-profit organizations. Donated miles are used to transport individuals to distant medical facilities for continuing care and to fulfill travel wishes for children with life-threatening medical conditions. For more information, visit www.midwestmiles.com.
GREAT PERSON DOING A GREAT JOB
I recently had a wonderful experience traveling with your airline. All your employees were ready to be of assistance and appeared to genuinely enjoy their positions. That said, this letter is to acknowledge Charlene Crawford at the Pittsburgh ticket counter. Charlie was so accommodating and cheerful that I mentioned this fact to her. She made a statement that has changed my perspective on life. It was something equivalent to, “We only travel this road once, so we might as well make it a pleasurable journey.” Charlie made me happy not only that day, but I smile every time I think of her. She is an example of a great person doing a great job.
— Penny J. Barnes Central City, Neb.
Pittsburgh customer service representative Charlene Crawford’s positive outlook makes her a favorite with our customers and her co-workers.
I CELEBRATE YOU
In these days of uncertainty and economic crisis, I join many faithful Midwest Airlines customers in rooting for the continued viability of a homegrown airline. I am grateful for a long history of safe travel and many first-hand experiences of “The best care in the air.” It is a source of Midwestern pride to enjoy bragging rights about the warm chocolate chip cookies to friends in other parts of the country. In February, I was a passenger on a flight that was diverted. The passengers on that flight responded with calm patience and quiet support for one another as the plane landed safely. Customer service plays a critical role in navigating difficult circumstances in any organization. There are two equally important components of excellence in customer service. One is the responsibility of those extending service; one is the responsibility of the customer. I look forward to continuing to do my part to both applaud and insist on a high level of customer service. I am grateful to the Midwest crew on this flight. To the countless visible and invisible contributors to our individual and collective safety: I celebrate you!
— Cheryl Juech Milwaukee, Wis.
We are committed to providing our customers a safe and enjoyable experience day after day, flight after flight.
JACK-OF-ALL-TRADES
I was flying home from Columbus the other day and met Cheryl Lahman. I remember Cheryl because I saw her on three separate occasions. She provided my boarding pass at the ticket counter, boarded passengers at the gate, and was on the tarmac loading baggage. I was thinking of asking to visit the cockpit because I thought she might be flying the plane. I already enjoy Midwest due to the comfortable seats, on-time flights and the cookies. To meet someone who is so committed and versatile while still being friendly and helpful is special. Please thank Cheryl for me.
— Richard J. Raymaker Overland Park, Kan.
Customer service representative Cheryl Lahman is willing to do whatever it takes— including just about every job at the Columbus station—to provide our customers with exceptional service.
