Letters from Fellow Flyers

NEVER TOO OLD TO FLY

This is the first time I have been on an airplane (well, I did fly once at the Wisconsin State Fair back in the late ‘30s on a bi-plane, but that was long ago). I just celebrated my 90th birthday the day before my flight. I had an exciting weekend, but have to say flying to Atlanta was an experience I will always remember. Starting with the security agents in Milwaukee to when I left the terminal, I had a wonderful trip. Everyone was so nice to me, greeting me with a smile and always so polite. I especially enjoyed meeting the pilots after my flight. They both were so nice and helpful.

I want to thank the flight attendant who helped me with my walker and the pilot who helped me into my wheelchair. I also want to thank the flight attendant for giving me my first pair of wings; now I have one just like my great grandson. As I was leaving, I told the pilots how nervous I was and that I had to close my eyes while the plane was taking off. One of the pilots laughed and said he had to close his eyes too. Thanks for making me laugh!

I do not know how long the Lord will let me keep on traveling. But if He so wills it, I will always fly Midwest Airlines.

- Sarah Borden

Necedah, Wis.

We believe that Sarah’s positive experience is typical of most Midwest customers, whether it’s their first flight or if they fly frequently.

MUCH MORE THAN LIP SERVICE

I wanted to take the time to recognize one of your reservationists, Jason Sutyla. He was what customer service is all about. He was able to accomplish what I needed while being pleasant, friendly and reassuring.

We in Kansas City love Midwest Airlines because of your employees like Jason (and I know from experience that you have many). Many companies give lip service to customer service, but don’t have any idea of what it is. I commend Midwest Airlines for taking the time to train your employees, because it’s certainly becoming a lost art.

- Kimberly Anderson

Cameron, Mo.

Reservations sales representative Jason Sutyla is one of many Midwest employees who provide excellent customer service as part of their daily jobs.

JUST CALL HER ANGEL

We are low-tech senior citizens who do not own a cell phone. Our fight was delayed into the late night hours and we were grateful that Midwest found space for us on an earlier flight. We tried to use the pay phone to alert our son (who would have to drive an hour to meet us) that we would arrive much earlier. The phone ate our quarters and gave no response.

As we boarded our flight to Omaha, we wished we had a cell phone or a guardian angel. Then an angel by the name of Leah appeared and offered the use of her personal cell phone. She even dialed the number for us. This act of kindness renewed our faith in human nature and made our flying with Midwest a pleasure as usual.

- Carol and John Frandolig

Lake Geneva, Wis.

Flight attendant Leah Nikolaus is committed to providing our customers with an exceptional travel experience.

A Home Run for the Hometown Fan

Yesterday I flew from Grand Rapids to Boston through Milwaukee. At the last minute, I checked my bag—only to realize later that our Red Sox tickets to Game 7 (tickets I got serendipitously while in Michigan) were tucked inside. My bag didn’t make the tight connection and failed to arrive in Boston. I explained my heightened anxiety about more than a missing bag to John Asadoorian, the ticket counter representative, and as a true Sox fan he was more than sympathetic. I filed the lost luggage paperwork and after receiving assurances that the bag should be on the next flight from Milwaukee, said I’d drive back to the airport and retrieve it. Later that afternoon messages were left on every phone we own telling us, “We’ve got your bag!”

The timing was perfect. We drove to the airport and I ran to the Midwest counter to pick up my bag. Edward Baron brought out the bag and asked to take my photo with the prized Game 7 tickets. The Midwest reps were as happy as I was. With his phone camera, Ed captured my expression of complete relief and absolute delight. I hopped in the car and we drove straight to Fenway Park. Thanks guys—you’re the best!

Lila E. Tocci

Lexington, Mass.

John Asadoorian and Edward Baron, customer service representatives at our Boston station, were delighted to help put a smile on this customer’s face.

DROP US A LINE: mymidwest@midwestairlines.com