I just returned from SEA, and had an experience which brought me back to US about 6 years ago--most of these things have no costs attached, but are a big reason the old US had such fiercely loyal customers like myself and many of my friends.
Upon entering the club for my trip home, having not been at this station for about 3 months, the club agent recognized me from a previous visit, and welcomed me back. She said again and again during the chat, "thank you for your business". I was number 4 for an upgrade (the list was 46!), and she said she'd bring me a new BP if and when it cleared. She was on a break when it cleared, but her colleague handed me the BP on my way out, and again told me that they really appreciate my business.
Arriving at the gate, I heard a bunch of people being paged, including myself, and when I got to the podium, I showed the agent the new BP I already had, and said the club had taken care of me-she thanked me for letting her know, and again''Thank you for your business Mr. Art".
The same lady did boarding from the little stand. As F class was called, she addressed EVERY passenger by name and thanked them for flying CO. When she got to me, she said, "Ahh, Mr Art....thanks AGAIN for your business and have a great flight".
Once in my seat, I noticed that they were loading bags under my window. Every bag with an elite access tag was pulled to the side and loaded last--so it would come off first on arrival.
I won't even get into a comparison of the product or service--I am sure my friends at US still do their best with what they have, but I will suffice to say my experience on this transcon was up to par for international service!
My point is that the above experience would have been typical for me on US about 5 or 6 years ago. Not a single part of what I told you has any financial cost at all, but it goes SO FAR to show appreciation and recognize loyalty. No wonder people remain fiercely loyal now to this other carrier.......and how far US has come--down....sadly.
I would imagine some of you do these things on your own, but what a shame it is that the company no longer supports such behavior. I blame management for this--they don't value you, and they certainly don't value us.
My BEST to you all.......
Upon entering the club for my trip home, having not been at this station for about 3 months, the club agent recognized me from a previous visit, and welcomed me back. She said again and again during the chat, "thank you for your business". I was number 4 for an upgrade (the list was 46!), and she said she'd bring me a new BP if and when it cleared. She was on a break when it cleared, but her colleague handed me the BP on my way out, and again told me that they really appreciate my business.
Arriving at the gate, I heard a bunch of people being paged, including myself, and when I got to the podium, I showed the agent the new BP I already had, and said the club had taken care of me-she thanked me for letting her know, and again''Thank you for your business Mr. Art".
The same lady did boarding from the little stand. As F class was called, she addressed EVERY passenger by name and thanked them for flying CO. When she got to me, she said, "Ahh, Mr Art....thanks AGAIN for your business and have a great flight".
Once in my seat, I noticed that they were loading bags under my window. Every bag with an elite access tag was pulled to the side and loaded last--so it would come off first on arrival.
I won't even get into a comparison of the product or service--I am sure my friends at US still do their best with what they have, but I will suffice to say my experience on this transcon was up to par for international service!
My point is that the above experience would have been typical for me on US about 5 or 6 years ago. Not a single part of what I told you has any financial cost at all, but it goes SO FAR to show appreciation and recognize loyalty. No wonder people remain fiercely loyal now to this other carrier.......and how far US has come--down....sadly.
I would imagine some of you do these things on your own, but what a shame it is that the company no longer supports such behavior. I blame management for this--they don't value you, and they certainly don't value us.
My BEST to you all.......
Oh wait that's what happened to Air Florida.
