SegmentKing
Veteran
Not sure everyone has access to thehub, but I was reading the latest issue of AboutUS.
They normally have a page reserved for good letters about customers going above & beyond.
Here is the letter:
On Nov. 12, while operating flight 304 from RDU to PHX we were forced to
divert into ELP due to a passenger who had the symptoms of a heart attack.
Luckily we had a physician and an ER nurse on board who, along with
Medlink, were able to help, and the woman made it safely to the hospital.
What really stands out about the event was first the textbook execution of
procedure by Flight Attendants Lisa Nelson, Thom Greenwald and Nathalie
Moursoud, who worked directly with the patient and medical profesionals,
and second, the outstanding service given by the personnel at the ELP station.
While airborne, Thom and Lisa calmly and correctly informed us of the
situation, and all three worked exactly as trained to get us the information we
needed so that we could make a decision with Medlink and SOC regarding a
diversion Once on the ground, the ELP station personnel first dealt with the medical situation, and then fueled and turned us around with great speed and expertise. The station manager personally walked through the airplane with a box of water bottles, and along with the agents
and flight attendants tried to get information to those with connections or other concerns. Another agent escorted a hungry passenger into the terminal. Once we had our paperwork and fuel and other maintenance problems (oxygen refilled) addressed, we were on our way with a minimal
delay. I think that if you asked any of the employees, they would all say that they were just doing their jobs, but I would add that they did it with great profesionalism, a smile on their face, and great pride. Captain Mark Ariani and I were both proud to be part of such a great team, and given the circumstances, I think the customers were all happy with how the situation was handled.
Just another day at the office.
Sincerely,
Marc Rumack, F/O
====================================
I feel that everyone did a great job, but there is ONE line that really bugs me.
Another agent escorted a hungry passenger into the
terminal.
Is it me, or are they putting LESS and LESS food on board?!?!
A friend of mine was just on a Delta flight that got diverted to Nashville where they sat for 3 hours and it turned into a near mob on the aircraft as all they had were the items in the snack basket.
While I'm not saying we should bring back hot meals, I'm wondering if maybe we're shooting ourselves in the foot by not catering more non-perishable items. On my last flight, a long distance flight over 3.5 hours, they only had 20 snack boxes for a total of 160-some customers. I've also been on a West flight, distance maybe 4.5 hours, and by the time they got to my row (still had 10 to go!) they had *NOTHING* to offer.
Yet in my prior days working at a station, I remember hanging out w/ the crew on a USAirways EMB 170 and they were all munching on the snack boxes, and mentioned that DCA caters them full every morning.
Is there a reason we can't pack the galley's full of this kind of stuff, so that our crews are at least prepared in the event we HAVE an irregular op?
They normally have a page reserved for good letters about customers going above & beyond.
Here is the letter:
On Nov. 12, while operating flight 304 from RDU to PHX we were forced to
divert into ELP due to a passenger who had the symptoms of a heart attack.
Luckily we had a physician and an ER nurse on board who, along with
Medlink, were able to help, and the woman made it safely to the hospital.
What really stands out about the event was first the textbook execution of
procedure by Flight Attendants Lisa Nelson, Thom Greenwald and Nathalie
Moursoud, who worked directly with the patient and medical profesionals,
and second, the outstanding service given by the personnel at the ELP station.
While airborne, Thom and Lisa calmly and correctly informed us of the
situation, and all three worked exactly as trained to get us the information we
needed so that we could make a decision with Medlink and SOC regarding a
diversion Once on the ground, the ELP station personnel first dealt with the medical situation, and then fueled and turned us around with great speed and expertise. The station manager personally walked through the airplane with a box of water bottles, and along with the agents
and flight attendants tried to get information to those with connections or other concerns. Another agent escorted a hungry passenger into the terminal. Once we had our paperwork and fuel and other maintenance problems (oxygen refilled) addressed, we were on our way with a minimal
delay. I think that if you asked any of the employees, they would all say that they were just doing their jobs, but I would add that they did it with great profesionalism, a smile on their face, and great pride. Captain Mark Ariani and I were both proud to be part of such a great team, and given the circumstances, I think the customers were all happy with how the situation was handled.
Just another day at the office.
Sincerely,
Marc Rumack, F/O
====================================
I feel that everyone did a great job, but there is ONE line that really bugs me.
Another agent escorted a hungry passenger into the
terminal.
Is it me, or are they putting LESS and LESS food on board?!?!
A friend of mine was just on a Delta flight that got diverted to Nashville where they sat for 3 hours and it turned into a near mob on the aircraft as all they had were the items in the snack basket.
While I'm not saying we should bring back hot meals, I'm wondering if maybe we're shooting ourselves in the foot by not catering more non-perishable items. On my last flight, a long distance flight over 3.5 hours, they only had 20 snack boxes for a total of 160-some customers. I've also been on a West flight, distance maybe 4.5 hours, and by the time they got to my row (still had 10 to go!) they had *NOTHING* to offer.
Yet in my prior days working at a station, I remember hanging out w/ the crew on a USAirways EMB 170 and they were all munching on the snack boxes, and mentioned that DCA caters them full every morning.
Is there a reason we can't pack the galley's full of this kind of stuff, so that our crews are at least prepared in the event we HAVE an irregular op?
