Letters from fellow flyers

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Best Care on the Ground

On a recent flight between Kansas City and San Antonio, neither my bags nor my husband’s made it to our destination. We were later told that there was a problem with the belt system. In San Antonio, I fi lled out the paperwork and waited for a telephone call from Midwest letting me know that our bags were on their way to our hotel. At 4:50 p.m. I spoke to Dawn Rowland. She told me that the driver was going to depart soon and that we would have our bags within four hours. I explained that we had an important event that evening and really needed our clothes. Ms. Rowland was very sympathetic and told me that she was leaving the airport soon and that she would personally deliver our bags to our hotel. She explained that she needed directions since she was new to San Antonio. My husband gave her directions and within 45 minutes, Ms. Rowland delivered our bags to us. We were very grateful. My husband offered her money for gas and her time, but she refused to accept it.

Although things did not initially work out perfectly for us, Ms. Rowland’s performance left us with the impression that Midwest Airlines really does deliver “The best care in the air.” Thank you, Dawn Roland, and thank you, Midwest Airlines, for the outstanding customer service we experienced with your airline.

Deborah Scott Kansas City, Mo.

Although Dawn Rowland is among our newest employees, she embodies the commitment to customer service that earned us our reputation as “The best care in the air”—and, in this case, on the ground.

LOST WALLET FOUND

I am writing to thank you for the great airline you are and the great people you employ. I recently flew from Ft. Lauderdale to Milwaukee. When we arrived, I dropped my wallet on the seat of the airplane, and when I got down to baggage claim, I realized my wallet wasn’t in my purse. I went to the baggage claim desk, where Jessica Walsh calmed me down. She then called over to the plane I was on and spoke to Leah Cullen. These two helpful girls returned my wallet to me intact. These employees should be commended for their caring and honesty. I am grateful!

Sandra Sprague Boynton Beach, Fla.

Jessica Walsh and Leah Cullen, both customer service representatives, truly live up to their titles.

COMPASSIONATE CARE

While waiting for a flight to Baltimore, my husband, Rog, suddenly became very ill. A passerby offered to get help and asked a Midwest attendant at a gate across from the coffee shop to call for medical assistance. Shortly, two Midwest attendants arrived asking if they could help. Dana Glodoski then remained with us the entire time, leaving only after Rog was settled on the gurney for the drive to the hospital. During the wait, Dana involved me in conversation, notifi ed the gate we would not be traveling, took our baggage claim checks and attempted to arrange to have our luggage removed from the aircraft, even gave me a phone number to contact her if we had any problems. (Actually, the luggage did have a ride to Baltimore, and it was with her help that it was returned to us the following night.) She remained calm, which allowed me to do the same, and helped us through what was an incredibly frightening situation. There is no way I can ever thank her for all she did. We feel strongly that Dana Glodoski should receive special recognition for her practical and truly compassionate care that day. Midwest Airlines is most fortunate in her employment.

Nancy Anderson Waukesha, Wis.

Well said, and we agree that Dana Glodoski is a very special person. Everything worked out well for the Andersons. After a brief hospital stay, Rog returned home and is doing fi ne.

BEST FLIGHT

I just wanted to let you know that my flight from Orlando to Kansas City was absolutely the best flight I’ve ever been on.

I almost didn’t want the flight to end. The crew was wonderful, the plane left on time, and the pilots did a great job. I fly quite often for business, take Midwest whenever I can and am always impressed. Thanks for running a quality airline at a competitive price.

Steve Mulcahy Prairie Village, Kan.

A well-run airline is the result of teamwork. We’re proud that our employees are among the best in the industry, working together to provide our customers with an exceptional travel experience—flight after flight, day after day.