Service with a Smile

I was on Flight 214 from Boston to Milwaukee on Feb. 14, and would like to take this opportunity to convey to Midwest my experiences from that day.

The flight was very early, one of the first flights of the day. Like me, Midwest probably thought we could beat the storm. The flight was boarded and prepared for take-off as usual. Meanwhile, the snow, ice and wind moved into the area at a rapid pace. Just before take-off, the captain informed us that we would not be moving due to weather conditions. He told us to hope for a break in the weather, as they would attempt to take off then.

The flight attendants further informed us that we could either deplane and try and find another flight, or stay put and hope for a break. More importantly, the crew told us that our best shot was to stay on board as the crew was going to do whatever they could to fly safely that day.

Like many other passengers on that flight, I chose to stay and wait out the storm, and I’m happy I did. The captain and crew made every effort to make what could have been an unbearable situation bearable. I am sure it must have been stressful for the crew, and believe me, it was not fun for the passengers either. However, the employees of Midwest rose to the occasion. Not once did I hear a complaint or a negative comment, and I truly believe that their demeanor kept us calm and gave everyone hope that we would get to Boston that day.

For such a difficult situation, the crew went above and beyond the call of duty to make the passengers as comfortable as possible and get us all through the day. The captain and flight attendants provided us with hourly updates and we were permitted to exit the aircraft to get food in the terminal. At one point, someone from Midwest boarded the plane with Dunkin’ Donuts and gave them out to all the passengers.

I have always been pleased with the service that Midwest offers.

I am now a customer for life. Don’t ever change what you do or how you do it. As far as I am concerned, Midwest is the best airline in the skies and going forward, it will be my first choice to fly!

Sincerely, Heidi Pefkaros Manhattan, Kan.

DROP US A LINE: mymidwest@midwestairlines.com

A THANK YOU NOTE

I’m accustomed to writing thank you notes after having been a guest hosted by nice people, and I’d like to thank you for your hospitality. My husband and I felt like we were visiting friends during our flight. I don’t know if you know this, but the crew even baked us cookies! Our flight attendants on Flight 53 from Washington Reagan to Omaha on February 16 made our experience memorable. Your crew was wonderful and I hope to visit them again sometime soon.

We figured it was a fluke that we had such great flight attendants once, but it happened again on Flight 58 back to Washington Reagan on February 18. The attendants were terrific. They baked us cookies, too! We’d also like to visit them again.

Thank you again for your hospitality. Feel free to stop by and visit me and my husband anytime. I’ll bake you cookies, too. —Sincerely, Mary Ann D. Gaithersburg, Md.

AT YOUR SERVICE

I would like to thank you for truly being “The best care in the air.” I took my 81-year-old mother on a trip and she was treated very well. She was hesitant about making the trip, but she had such a positive experience and she is willing to travel again. I was able to order a wheelchair and everything was ready when we were. —Thank you, Susan Urbanec Pender, Neb.

DAVID’S TOP 10

On March 6, I flew from Baltimore to Kansas City on Midwest Airlines. The poor weather caused us to land in Grand Rapids to refuel. By the time we made it to Milwaukee, my flight to Kansas City had already departed.

Here is a top 10 list of the things that were done so well during a difficult trip:
1. The passengers were well informed by the crew as to what was happening.
2. We were well informed as to why it was happening.
3. The crew kept a pleasant and upbeat attitude.
4. The folks in Grand Rapids worked very fast to refuel the plane.
5. The staff in Milwaukee was ready to help, with three people manning the customer service desk at 11 p.m.
6. Vouchers for a hotel and breakfast were provided cheerfully.
7. I was provided with a choice of flights to KC the next morning.
8. I was given great directions by your staff to the hotel shuttle.
9. My flight the next morning left on time.
10. The cookies. —Sincerely, David R. Beltsville, Md.