In a day of travel nightmares and horror stories, what a great way to relieve passengers by letting them know that there really are customer service agents out there who care! Known for their high end clients, frequent weather issues, and exciting landings, (highest commercial airport in North America surrounded by 14,000 ft peaks) the gals working these flights are by far, the leaders in the field! Yes, gals. No men work here, just a group of professionals that take care of each and every passenger. I had the pleasure of talking to Erika, the manager, who answered every question without hesitation and annoyance. It only makes sense that she was her company's employee of the year. ( there is a plaque hanging behind the ticket counter.). You see, on the way out to Telluride, I was met with every obstacle. United cancelled my flight in New York, lost my luggage, and lost my first class seat. What does a premiere executive mean to them anyways? I arrived to Telluride one day late and without luggage. When I filled out my delayed baggage claim, Erika told me that she would begin calling around and sent me to my hotel with a sense of believement. She told me to rent the latest greatest high end demos and not let this small hic cup ruin my trip. She put it in perspective. I received my bags that night and got a full day of skiing in. Allison, the town veterinarian I later found out, kept me informed of my bag by relaying messages to my cell phone and with the concierge. Who does that anymore?
Two days before I was meant to travel home, I learned of a massive snow storm coming in the day I was flying out. I called the number listed in the phone book and actually got to talk to a person, a live person. A very nice lady by the name of Denise answered the phone and told me the weather changes minute to minute and told me that they take care of every passenger and not to worry about it. She told me to enjoy the vacation and call the morning that I was scheduled And they would have a better idea. Now, becoming the pestimist with airlines and their promises, I keep a small notepad that I write down names. Extreme, you would think, but very much needed when trying to get a refund for the first class seat you purchased but getting a middle seat in the back of the bus for a 5 hour flight.
I woke up in the morning to look out my window to see the snow pounding down. I called Great Lakes and spoke once again to Erika. She was extremely honest with me and stated that she was not sure how the day would end up but told me that the pilots that fly the Telluride routes were the best and would do everything they could to get in. She took my phone number and told me she would call if anything changed but assured me she was already looking into alternate airports for me and said she would take care of me. Now, I know I sound like a broken record, but who does that? Most airlines would not give you the time of day, but this one does.
I arrived to the airport in less than desirable conditions and found Erika. She said that the plane was still operating and explained to me that she had a shuttle waiting to take me to another Great Lakes airport to make a flight home.
While sitting in the lounge area, I had a conversation with another passenger who was a frequent flier in and out of the Telluride airport and she told me that there is nowhere else that does what these gals do. She told me that there were close to 20 women who do it all and most of them were professionals, moms, or both. She said that they load and unload all the planes, de-ice the planes, and run US Airways flights too. She told me that the manager, Erika, has even given her her company cell phone to call in emergencies which she has done in several circumstances. Once again, who does that?
When it was time for the scrutinizing screening process, the agent behind the counter stated that the weather was not suitable for landing but that the plane had enough fuel to hold for another 20 minutes. The agent kept us posted of the weather conditions every 10 minutes and the plane eventually landed. I expressed concern with my connection and as I was boarding the plane, I was handed my itinerary with a back up flight to get me home that evening. When I arrived into Denver, I was grateful that there was a ba k up because I did miss my flight and had a seat that actually got me home that night.
The bottom line is this, there is an amazing group of women working for Great Lakes Airlines in Telluride who are leaded by one amazing manager. They not only eased my mind, but they allowed me to enjoy my vacation without worrying about my actual travel. They followed thru on their word and kept me informed every step of the way. They are the definition of customer service and I wish every airline had employees such as these. Thank you again, Erika and staff! read more
