Almost like O.J. Running Through the Terminal

Here's the situation.... My son and I have boarded an American Airlines flight, headed for Miami. He realizes he doesn't have his coat with him. We suspect it was left in the Admirals Club(R) but don't know for sure.

We certainly don't need the coat for this trip but we don't want it to be lost. It's too late to try and de-plane, run to the Club, and get back in time for the flight. Missing the flight isn't an option either.

I call my wife who then calls the Admirals Club. A woman named Renee Ribant answers the phone, understands the issue, then goes and finds the coat.

And then the incredible thing happens. She runs to our flight's gate (which was not close), gets there before the airplane door closes (literally within a minute or so), and convinces the reluctant gate agent to bring the coat onboard. As we're about to be pushed away from the gate, a flight attendant hands us the coat.

In a world where examples of lousy customer service abound, I was impressed. I spend enough time in Admirals Clubs to know that the Renee's that work there don't typically have a lot of time on their hands. I intersect with enough service industry people to know many, even if they had the time, wouldn't "O.J." through the terminal for a coat.

But then there's Renee. Guess what will go through my mind when it's time to re-up for my Admirals Club membership this fall?

Do you have a great customer service story? Post it as a comment. It's good for us all to be reminded that "above and beyond" customer service still lives.

Labels: accountability, customer service

posted by Andy at 12:43 PM