As a celebration to the working life here at US Airways, I have decided to make it a point to share these stories with everyone.
The following letter was submitted by PHX Supervisor Jenn Ringo.
One of our agents recently provided super customer service, and I had the good fortune to witness it. A mother and daughter were traveling from TUS to PHX to MKE. The mother, Diane, had recently been in the hospital ICU for 11 days. Her daughter, Jackie, came to move mom back to MKE to be with family. Diane has been on liquid oxygen and can only go about five minutes without it.
That day, Diane was traveling with a new but defective oxygen unit and she almost passed out on the flight from TUS to PHX. To make matters worse, the outlet at the MKE gate was bad and we almost had to call paramedics for her, but we switched to a working outlet. Well, as I was talking to Diane and Jackie, Sarah Williams walked over to the gate. Sarah went to school for respiratory therapy. All of a sudden Sarah took control. She knew what questions to ask and made sure to let me know that if Diane flew with this machine, she would not make it. Sarah made phone calls and got the healthcare provider to exchange the machine. Sarah arranged for the healthcare company to meet Diane and Jackie at a hotel, then Sarah escorted them to the hotel shuttle.
In addition to wonderful customer service, Sarah kept us from having a medical emergency. I don't think I would have let them travel but it took an expert like Sarah to help in this critical situation.
CONFIDENT Sarah's take-charge attitude resulted in a positive travel experience for this mother and daughter team. Her energy and
professionalism reflected favorably on US Airways and prevented potential delays for other customers. Thanks, Sarah, for making US fly!
The following letter was submitted by PHX Supervisor Jenn Ringo.
One of our agents recently provided super customer service, and I had the good fortune to witness it. A mother and daughter were traveling from TUS to PHX to MKE. The mother, Diane, had recently been in the hospital ICU for 11 days. Her daughter, Jackie, came to move mom back to MKE to be with family. Diane has been on liquid oxygen and can only go about five minutes without it.
That day, Diane was traveling with a new but defective oxygen unit and she almost passed out on the flight from TUS to PHX. To make matters worse, the outlet at the MKE gate was bad and we almost had to call paramedics for her, but we switched to a working outlet. Well, as I was talking to Diane and Jackie, Sarah Williams walked over to the gate. Sarah went to school for respiratory therapy. All of a sudden Sarah took control. She knew what questions to ask and made sure to let me know that if Diane flew with this machine, she would not make it. Sarah made phone calls and got the healthcare provider to exchange the machine. Sarah arranged for the healthcare company to meet Diane and Jackie at a hotel, then Sarah escorted them to the hotel shuttle.
In addition to wonderful customer service, Sarah kept us from having a medical emergency. I don't think I would have let them travel but it took an expert like Sarah to help in this critical situation.
CONFIDENT Sarah's take-charge attitude resulted in a positive travel experience for this mother and daughter team. Her energy and
professionalism reflected favorably on US Airways and prevented potential delays for other customers. Thanks, Sarah, for making US fly!
