ringmaruf
Veteran
I've got a question that's been bothering me a bit. I often send in letters to the company when I feel a certain employee has gone above and beyond in one way or another, which, thankfully, happens almost monthly on this great carrier. My question is this--many of the times I am most grateful are when an employee breaks a rule or two to help me out. Now, I'm certainly no dummy, I don't tell the company about the rule-breaking. With a flight attendant, it's easy, because the company has very little way of finding out what happened on the plane. (Well, and there are few rules to break there anyway, but I've had it happen, like playing a movie on the ground on a PIT-PHL flight while holding for ATC.) But I figure the company can go back into my record and check and see exactly what happened. In particular, if I all I know is the first name, and tell them how great was "Jane at the ATO in PHL on such-and-such date", then they have to look at my record to see who it is that I'm talking about, and I would certainly not want to get Jane in trouble for not charging a standby fee or rerouting me to make my life easier even when the fare rules say she can't. I really got thinking about it the other week when I was in a Club, and my ticket home was just a complete disaster, and it was my fault. Even had they been able to fix the ticket correctly, I would've had three segments ahead of me to get home. Instead, the two darling ladies in the Club fought with this ticket for about 25 minutes, telling me to go sit down and relax while they worked on it, they put me on a nonstop in complete disregard for the fare rules, and when they couldn't get the computer to do it for them after trying and looking in their manuals for 25 minutes, they resorted to printing out the three flight coupons (while waiving the paper ticket fee) and stapling them together, and giving me a boarding pass. I was immensely grateful, and didn't ask for it, I would've been happy had they just been able to get my itinerary back to how it originally was. I asked them for their names, and told them I wanted to write a letter of thanks, and they gave me them, but they were hesitant, and I think it was because they were worried about getting in trouble for breaking the rules. In this situation, I decided I'll wait until I next pass through the station (uneventfully), and then write the letter.
But I'd like you guys' opinion. Do you want a pax to write in with a nice letter if you've broken a rule?
But I'd like you guys' opinion. Do you want a pax to write in with a nice letter if you've broken a rule?