Comments on: Alaska Airlines “Gets” Customer Service http://www.laurencevincent.com/blog/lanita/ Musings about strategy and a life in brand narrative Sat, 04 Sep 2010 14:15:27 +0000 hourly 1 http://wordpress.org/?v=3.0.1 By: Larry http://www.laurencevincent.com/blog/lanita/comment-page-1/#comment-67 Larry Thu, 08 Jan 2009 21:22:26 +0000 http://www.laurencevincent.com/2009/01/02/lanita/#comment-67 Well, your company has two very enthusiastic fans in our household. I have been evangelizing to friends and family for the last several days. Thank you. Well, your company has two very enthusiastic fans in our household. I have been evangelizing to friends and family for the last several days. Thank you.

]]> By: Allison http://www.laurencevincent.com/blog/lanita/comment-page-1/#comment-66 Allison Thu, 08 Jan 2009 09:23:07 +0000 http://www.laurencevincent.com/2009/01/02/lanita/#comment-66 Dear Mr. Vincent ~ I wish more passengers realized how much we sincerely do care about them at Alaska Airlines. When we had all those weather cancellations, I volunteered to work overtime to help out my fellow agents and our passengers. It wasn't easy and we were all very tired but at the end of an almost 16 hour day.....I went home and couldn't think of anything but all those people stuck in the airport tryin'/hopin' to get home to their families for the holidays and it made my heart break for them. Then next two days were more of the same and each day....even though my body and brain were tired, I was thrilled when I could give that next passenger hope.....YOU WILL MAKE IT !!!......and believe me when I say.......we want you to make those flights.....on time, with your baggage, and have a pleasant experience just as much as you do !!! I'm happy to hear that your particular situation was resolved in a way that will hopefully have you coming back. I love our passengers like they were my family and I love my airline because, I too, have been on the receiving end of that customer care experience as well. Keep flyin' high !!! Allison Dear Mr. Vincent ~

I wish more passengers realized how much we sincerely do care about them at Alaska Airlines. When we had all those weather cancellations, I volunteered to work overtime to help out my fellow agents and our passengers. It wasn’t easy and we were all very tired but at the end of an almost 16 hour day…..I went home and couldn’t think of anything but all those people stuck in the airport tryin’/hopin’ to get home to their families for the holidays and it made my heart break for them.

Then next two days were more of the same and each day….even though my body and brain were tired, I was thrilled when I could give that next passenger hope…..YOU WILL MAKE IT !!!……and believe me when I say…….we want you to make those flights…..on time, with your baggage, and have a pleasant experience just as much as you do !!!

I’m happy to hear that your particular situation was resolved in a way that will hopefully have you coming back. I love our passengers like they were my family and I love my airline because, I too, have been on the receiving end of that customer care experience as well.

Keep flyin’ high !!!
Allison

]]> By: Janet Thrash http://www.laurencevincent.com/blog/lanita/comment-page-1/#comment-65 Janet Thrash Thu, 08 Jan 2009 01:23:51 +0000 http://www.laurencevincent.com/2009/01/02/lanita/#comment-65 Mr Vincent, I just wanted to take some time to let you know how much reading this ment to me and to so many other Alaska Airlines Employees. And how when I first read this early this morning it brought tears to my eyes to know that something I had done made a difference for someone else. Thanks to you and to Jordan for making my day! Janet Mr Vincent,

I just wanted to take some time to let you know how much reading this ment to me and to so many other Alaska Airlines Employees. And how when I first read this early this morning it brought tears to my eyes to know that something I had done made a difference for someone else.
Thanks to you and to Jordan for making my day!

Janet

]]> By: Alaska Airlines “Gets” Customer Service | Laurence Vincent http://www.laurencevincent.com/blog/lanita/comment-page-1/#comment-64 Alaska Airlines “Gets” Customer Service | Laurence Vincent Fri, 02 Jan 2009 22:04:50 +0000 http://www.laurencevincent.com/2009/01/02/lanita/#comment-64 [...] Go to the author’s original blog: Alaska Airlines “Gets” Customer Service | Laurence Vincent [...] [...] Go to the author’s original blog: Alaska Airlines “Gets” Customer Service | Laurence Vincent [...]

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