Letters from Fellwo Flyers

Great Start to a Grand Adventure

Bryan and friends with
CSRs Mary and Jamila I would like to let you know of an outstanding service experience that two travel companions and I had at the Milwaukee airport.

We were booked on the afternoon flight to Phoenix, but were hoping to get on the morning flight to start our Grand Canyon adventure a little sooner. As luck would have it, three seats were available. Your employees took time to listen, pursue our request and fulfill it in a courteous and professional manner.

This was the most enjoyable experience I have had with any airline in the 15 years I have been traveling. Because your employees took a few extra minutes to accommodate our request, our Grand Canyon adventure got off to a great start. We really appreciate the efforts of your people. So much so, we took the first picture of our trip at your check- in counter.

Thanks, Midwest, and thanks to the people who make you great.

Bryan Woyak
Manitowoc, Wis.

We agree that our people are the secret to our success. We’re thrilled to have gotten your Grand Canyon adventure off the ground, and equally thrilled that customer service representatives Mary Fellows and Jamila Phillipson will have a permanent place in your vacation photo album.

KUDOS FOR THE PILOT

Although our flight was scheduled to leave at 3:50 p.m., we didn’t depart until a few hours later due to weather conditions in Denver. Our pilot, Captain Swezey, went out of his way to keep us informed.

He made a point to come into the cabin so we were able to “see” him when he delivered the bad news.

In the terminal he looked up the weather radar on the computer and invited passengers to view the storms. I have never in my life seen a pilot so conscious of the needs and concerns of grounded passengers.

I know airlines are faced with customer complaints day in and day out. I hope you realize there are people who understand no one can control Mother Nature and appreciate what you do to keep airline passengers safe.

- Kari Butcher
St. Joseph, Mich.

Captain Bruce Swezey is a longtime Midwest pilot who is frequently recognized for his friendly and helpful disposition. Thank you for sharing another example of Captain Swezey’s sincere commitment to our customers.

PROFESSIONALISM, COURTESY AND ATTENTION

I would like to bring to your attention the outstanding service our group received. We were a group of 14 on our way to the National Veterans Wheelchair Games in Omaha. We were met in Newark by Ana Love and Joyce DelGuercio. They made sure everyone got on the plane safely. While we were board- ing, which takes 45 minutes with that many wheelchairs, we expressed concern about switching planes in Milwaukee. They informed us that they had changed things around and we wouldn’t have to change planes.

The flight attendants on all of our flights were outstand- ing. They knew how to make our group feel welcome and appreciated. In Omaha, our group ran into one of the flight attendants. How extraordinary that she would remember us after all the peo- ple she must meet everyday.

Our return flight was equally impressive. When we arrived for our 5:45 a.m. flight, we found that the attendant had come in early and had our paperwork waiting for us. And again, your staff made arrange- ments for us to stay on the plane in Milwaukee. After we landed in Newark, the first person to greet us was Ms. DelGuercio, who made sure we were well taken care of.

All too often the news reports are about the problems with flying. Not on this trip. The professional- ism, courtesy and attention provided by everyone from the pilots to the flight atten- dants to the gate attendants to the people breaking down and re-assembling the wheelchairs were first class. Thank you for making our trip stress-free.

- Lori Falzarano- Rozmerski, RT Department of Veterans Affairs Lyons, N.J.

Our Newark city manager, Joyce DelGuercio, and field supervisor, Ana Love, are two of the many employees throughout our organization who provide customers with an exceptional travel experience.

DROP US A LINE: mymidwest@midwestairlines.com