WSJ Article - Amid the Kiosks, Elite Treatment From A Gate Agent

Discussion in 'American Airlines | AAdvantage' started by DestinationDavid, Jul 26, 2012.  |  Print Topic

  1. DestinationDavid
    Original Member

    DestinationDavid Milepoint Guide

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    Interesting soft story from the WSJ about providing good customer service in the age of faceless kiosks and self-service. It focuses on one AA employee working at LGA and even includes a small cameo from our old friend Maya Leibman: LINK.

    "We want to make it a more consistent experience," said Maya Leibman, American's chief information officer. "It shouldn't have to be that it only happens with a great agent."

    Over the years, Ms. Heberer has created her own customer-friendly policies. She never lies about the reasons for a delay or sugarcoats what the airline will or won't do. She offers as much information as possible. She always listens when people have a problem. And she never gives away a first-class seat from a customer late to check in unless she tries to call first.

    "Those passengers pay a lot of money for those tickets. My motto is, do the extra thing," she said. Earlier this month, a grateful regular sent her two tickets to "Wicked" on Broadway.

    Anyone have personal experience with Mrs. Heberer?
     
    anabolism, wrxmom, chaz4449 and 2 others like this.
  2. Juanefny

    Juanefny Silver Member

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    I want to meet that gate agent!
     
  3. eastbay

    eastbay Active Member

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    Sounds like one special agent :)
     
  4. sobore
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    sobore Gold Member

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    That is really great to read.


    That is the type of attitude that makes you want to be loyal to an airline!

    . ;)
     
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  5. anabolism
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    anabolism Gold Member

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    Great read!
     

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