Posts Tagged ‘Customer Service’

Dallas, TX – Minneapolis, MN | AA 1175 | 3A

December 9, 2010
After two power hours in the Admirals Club at C20 in the Dallas Airport, I’m now seated on my flight to Minneapolis in a S80 aircraft with my Mac and Iphone batteries 100% charged for my flight.   During my visit to the Admiral’s club lounge, I had the chance to go to AA.com to see if my flight would have Wi-Fi.   The site said that there would be WI-Fi on the flight.    Arriving to the aircraft I looked for those happy little parenthesis around those letters “Wi-Fi” to the right hand side of the aircraft door.  To my joyful confirmation, they were there just like the website said that they would be.   The flight is about 20 minutes delayed on departure.  The captain announced that we will only be about five minutes late.   Yahoo!
Now, I’m going to “half” jump off subject for a second if I may.   I find that people often forget to say thank you and to acknowledge quality customer service.   I have about three of those American customer service acknowledgement slips left in my computer bag that will soon expire in February 2011.   I see no reason for them to be thrown away because I couldn’t find a few good employees to acknowledge.  I gave one on my last Miami to Dallas flight and I see an opportunity to give another one on this flight from Dallas to Minneapolis.   I am always surprised at the positive reaction that I get from cabin crew or gate agents when I give them the little slips.   I don’t know if they get free Mercedes cars or something, but they sure seem pleased.  Pay it forward my friends if you have the little slips or just say “Thank you for a nice flight” as you leave the aircraft.  It improves everyone’s day, which can be hard to do in the travel industry.    This post is being done from 32,000 feet  thank you to Go-Go In-flight service and the second imported beer that Felix will buy for me after I return from Minneapolis.  December 21..Felix at Grazianis in your building!  Until next Monday, have a nice weekend!   Best, Randy
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Miami, FL – Dallas, TX | AA 395 | 4D

December 9, 2010
To avoid any traffic delays with my 10:45am departure, I drove from Pompano Beach to Miami at 6:30am to squeeze in a quick workout on Miami Beach before heading to the Miami airport.   Now, there are Fort Lauderdale flights to Dallas with connections to Minneapolis, but fares were notably lower from Miami.   The Fort Lauderdale departures do not have any 767 nor 777 aircraft on its routes.   After airfare prices and departure times, aircraft models are my key criteria for choosing a flight.   Who doesn’t love a foot rest and the choice of laying “nearly flat” on a flight.  Now, good old I-95 provided me with a 10 minute traffic delay within the first 10 minutes of my commute.  I couldn’t believe a delay so early in the morning!   Instead of being one of those South Florida drivers with a “happy” car horn, I decided to get to know my Iphone application for AA.
I had downloaded American Airlines mobile application several months ago, but had never opened it.    After typing in my Advantage number and password, the application took me immediately to my reservation that I had for today.   Very cool!!!  The screen had my reservation showing with my flight number, flight time, and gate information.   An impressive introduction to say the least.  The screen had a “check in” button, so I allowed my index finger to leave my coffee for a nano second to click the check in button.  I was “checked-in” immediately.  Now I don’t pretend to know how this differentiates me from someone else who had not left his or her coffee cup for that nano second.  Given my new curiosity for my mobile app alternatives, I used that index finger with my coffee addiction allowed me.   I was a bit disappointed to find that my mobile boarding pass option was not illuminated.   i guess that the Miami International team at TSA does not have the ability to check-in with a mobile device, or it could it be my connecting flight in Dallas.   The mobile application allowed me to review my frequent flyer balance, my progress towards my 2010 Executive Platinum re-qualificaiton (see next Monday’s posting for a celebratory post).  The application allowed me to have just about the same functionality that i could find on the internet website.    Now, I do not want to let out any top secret corporate data, but I just had dinner with a certain person who works at a major US credit card corporation.    This person was sharing a few highlights from a corporate PowerPoint deck that they had reviewed regarding the future of technology.   The key ‘take-away” (not to be confused with Canadian carry-out food) was that technology will migrate nearly 100% to mobile devices in approximately five years.   So you will now hear me say…..thank you to that 10 minute traffic delay that gifted me ten minutes to advance my mobile lifestyle.   It often hard to find 10 minutes to explore new technology, especially software that will be required me to be 100% mobile by 20015.    Ohhh! sorry Felix, I keep forgetting to recap my flight experience.   Well, the good news is that the flight left early, we are more than on-time to arrive to arrive to Dallas/Fort Worth.  There was a little turbulence leaving Miami due to the unusual winter rain system.   The crew was great on this flight.   I am going to use some of those little service acknowledgement slips that I have in my brief bag.  I’m an accountant, but brief cases are so 1990’s.   Upon landing I will check-in to the Admirals club for a longer than desired layover…..my trade-off for the 767 aircraft and lower airfare.    Don’t stop reading….Randy the travel writer has another post for you!     Happy December to All!   Randy

Bogota, Colombia – Miami, FL | AA 2170 | 3F

November 30, 2010

After a great Thanksgiving weekend in Bogota, it was time to head back to Miami.   The “El Dorado” Airport in Bogota had been closed for several days due to rain so I decided to call reservations the day before my flight to see if there were any known delays.   At one time in history, this was a recommended procedure for all flights, especially international flights.  The agent didn’t seem to know how handle my simple request in that I wanted to know of any known delays.    I had to walk her through the analysis.   One- are there any official delays for my reserved flight.   No, she says.   Two – Has the flight for tonight (Sunday night) left for Bogota as this will be the aircraft for my departing flight in the morning (Monday)?  Yes, but it was delayed leaving Miami, but it is in route now.   Ok, so we have an airplane and a crew that will also be stuck in Bogota with me should the airport be closed on Monday am.   Three – I then asked how the rest of the flights had been leaving Bogota during Sunday.   She gave me the run down on the delays for Sunday.   In summary, the flights were leaving late, but they were leaving.   I have to ask if any of these reservation agents have ever used their travel benefits with their employer or if they just like sitting somewhere in the Carolinas.   Get out and travel people…it is fun and you will be a better agent!

On Monday morning, the check-in process at American and clearing Colombia immigration were both usually slow, even for international travel.   The flight left on time, arrived on time, and I didn’t test the champagne inventory on this 757 as I had already had a pleasant holiday weekend.  For those who choose their aircraft carefully, the same flight felt completely different in a 757 then in a 767 aircraft.   Go BIG!

Until next time, Randy

Exec Plat Traveler - Randy Moreau