Charlotte’s Wand

I am writing to inform you of an act of kindness by your employee, Christine Scharrer. My family and I were traveling from Wausau to Traverse City on your airline. As we passed through security, the TSA agent found two toys in my daughter Charlotte’s backpack that were not allowed on the plane. They were two identical magic wands, the top of which is a globe filled with liquid that has sparkles floating in it. They were gifts from Charlotte’s grandmother, one for her and one for her best friend, Carley, back in Virginia. I clearly was not thinking when I put them in her carry-on bag. Our packed bags were already on the plane, so at that point we just had to give up the toys. My daughter, who’s only six, was devastated.

That is when our angel stepped in. We talked with the gate agent, Christine, who said she would see what she could do. After arriving home from our vacation, we received a package from Wisconsin. Christine had recovered Charlotte’s toys from TSA, safely packed them up, put in two boxes of animal crackers and sent them UPS—all from her home, on her own time, at her own expense. How amazing!

Christine’s act of kindness warms my heart.

I have told this story to many family members and friends. Everyone who hears it is truly impressed. Thank you, Christine, from myself, my family and mostly from Charlotte. What a wonderful lesson for my children to learn.

A final thought on this is that an employee’s actions are often a reflection of the corporate environment in which they work. Given that, we will make every effort to see that our future travel plans include Midwest Airlines. Christine Scharrer has shown us that Midwest Airlines has certainly earned our business.

Sincerely,
Julie Brown, M.D.
Virginia Beach, Va.

DROP US A LINE: mymidwest@midwestairlines.com

WE’VE GOT IT HANDLED

My family and I were scheduled to fly from Reagan National to Omaha. On our way to the airport that morning, we discovered that the extended handle on our son’s suitcase had come unscrewed and would not go back down.

When we got to the gate, my husband explained our predicament to Amy Jordan. She called and spoke to your technician, Al Vega. Within a matter of minutes, Mr. Vega was at our gate with tools in hand to take a look at the suitcase. He was able to remove the handle, adjust the inner workings and reassemble the suitcase in record time. We feel Ms. Jordan and Mr. Vega went above and beyond their duties for us that day. Please extend our sincere appreciation to both of them.
- Lisa Chohon Ainsworth, Neb.

Amy Jordan, customer service representative, and Al Vega, maintenance supervisor, were delighted to tag team and handle this customer’s problem.

PUPPY LOVE

I used to fly your airline years ago when I lived in the Midwest and I loved it! I discovered Midwest flew to Columbus when I was searching for more destination choices than I have available here in West Virginia. It is a 21/2-hour drive for me to fly out of Columbus from where I live, but I needed to get to Milwaukee for a family reunion and to pick up a puppy to bring back home.

I want you to know what a great experience it was for me and the dog. I saw the ground crew through the window sitting on the ground talking to and keeping my puppy company until he went onto the plane. The entire staff was very courteous and attentive to my puppy’s care.

I feel it is important to share positive experiences, since it seems all we ever hear about are bad ones. Thank you for such an enjoyable travel experience. I will definitely consider taking my pet with me in the future when I fly with you again!
- Nancy Baaske (and Gunnar) Spencer, W.Va.

As Nancy’s letter attests, we love our four-legged customers. In fact, frequent-flying pets can earn free travel just like their owners. Find out more about the Midwest Airlines Premier Pet Program at www.midwestairlines.com.

IN THE BAG

I left a garment bag on my flight yesterday and was absolutely sick about it. I left the description and contact info on a recording, but also contacted Customer Relations. Perhaps sensing my distress, Cheryl said she would find out more and get back to me. Less than an hour later, I received a call from Lynn in Lost and Found who said she had my garment bag. The relief I felt was inexplicable.

Please thank them both again for me, another satisfied flyer.
- Steve Wachsberg Kansas City, Mo.

Cheryl Winter, customer relations specialist, and Lynn Ulatowski, customer service representative, combined their expertise to return a forgotten bag to this grateful customer.