Top 5 Airline Service Moments of 2012

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  1. sobore
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    sobore Gold Member

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    http://www.thestreet.com/story/11791080/1/top-5-airline-service-moments-of-2012.html

    Two hours into a nine hour and 30-minute trip to Rio de Janeiro one night in August, a US Airways flight turned back to Charlotte because an engine warning light came on.

    The Boeing 767 returned to Charlotte around 2:30 a.m., which explains why Charlotte-based flight attendant Elida Pinheiro unexpectedly found herself on duty, preparing to work a trip after being awakened in the middle of the night.

    While some people may still view the life of a flight attendant as glamorous, the reality is that working as a reserve -- which means long hours of being available on demand -- is a horrible lifestyle challenge.

    What makes this story unique, however, is that as the details regarding this particular flight get worse and worse, Pinheiro rises to the occasion. In fact, 12 hours after she arrived at the airport, the airplane was still in Charlotte and Pinheiro, a Portuguese-speaking native of Brazil, was still working -- not because she was required to but because she had bonded with one of her passengers -- an elderly woman who had recently undergone surgery, required a wheelchair, did not speak English and was temporarily stuck in Charlotte. Pinheiro "recognized that the woman was scared and acted as her guardian," US Airways spokeswoman Michelle Mohr said.

    We live in a country that is overwhelmed by anti-airline hysteria, where any perceived slight or error by an airline or an airline employee is tweeted, blogged and posted, amid a chorus of outrage. In July, for instance, more than 100 stories on the Internet described a case in which United allegedly lost a 10-year-old child at Chicago's O'Hare International Airport. In fact, United didn't lose anybody. But where is the outrage in that?
    At every airline, internal publications each day describe incidents where employees go the extra mile to help passengers. But only airline employees read these publications, so most passengers are unaware of the positive efforts that are made on their behalf each day. That is why this story appears today to review the top five airline service moments of 2012, with one moment from each of the top five airlines.
    A year ago, we listed the top five airline service moments of 2011 in a similar story.
    In the case of Pinheiro's Charlotte-Rio flight, the second departure did not occur until 6 a.m., seven and a half hours after the scheduled departure. In flight, the maintenance light came on again, and the aircraft returned to Charlotte for a second time. The passengers were not pleased, and it was left to flight attendants to comfort them.
    Read More: http://www.thestreet.com/story/11791080/1/top-5-airline-service-moments-of-2012.html
     
  2. Mapsmith
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    Mapsmith Gold Member

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    Good stories. And Good People.
     
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  3. uggboy
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    uggboy Gold Member

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    Indeed.
     
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  4. jbcarioca
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    jbcarioca Gold Member

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    As a semi-commuter on US800/801, now thankfully an A330, I have seen many situations in which Elida and the other Brazilian FA's went far beyond the call of duty. For some time there were only five of them, when US first began the GIG service, so few Brazilian tourists were prepared for the oddities of landing where nobody spoke Portuguese. The mostly knew MIA, where most of them went before.

    In years past I remember a good many outstanding examples of extraordinary customer service, many of them with an FA who spoke a language unknown to most other people around. One of the recent examples was arriving in GIG on KL with a couple of Bahasa-only speakers on board. The KL Bahasa-speaker escorted the passenger through immigration and was waiting with them at customs when my bags arrived and I left.

    Then there was the young boy, probably four or five years old, terrified at losing his parents at PVG when I was waiting for my flight. A passing China Eastern FA comforted the young fellow and took him off to find his parents, who were in a shop close by. The FA then went on her way.

    There is an expression in Portuguese "gentileza gera gentileza" or "kindness creates kindness". There is more of that around than we realize, is there not?
     
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  5. Avigeek

    Avigeek Member

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    It's a shame that only the bad stories seem to get published in the media. Lovely to hear some positive ones for once.
     
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