I have long said that great customer service is dead. When I received two bottom parts of the bun from a Boston Market restaurant, it confirms it for me.
But, last Friday, Mary Ann at American Airlines proved me wrong. I was traveling back from a day at the National Science Foundation in Washington to meet my son at the airport in Chicago and take him to the Baseball Hall of Fame near Albany NY. I had a very tight connection (2 hours) to get back to O’Hare to meet him. I arrived at Washington National with plenty of time and then find out that the United Flight I was on was delayed 2 hours. At that departure time, I would miss my flight from Chicago and my son and I would not be going on the Hall of Fame trip. United could not get me on an earlier flight. I entered the American Airlines Admirals Club dejected. Mary Anne at the front desk asked how I was and I told her the truth: Miserable. She listened to my story and said that she would try to find a solution ON AMERICAN. After alot of work, she did find me a seat on an earlier American Flight to an earlier flight. She convinced United to transfer my fare over.
It was only a result of her effort, that I made the flight and met my son to have a great weekend with him. As a Million Mile Flier on American, Mary Anne cared enough to have me be a satisfied customer. I will never forget her and American who both helped me in my time of need. They have my loyalty for life. As they say, "We know why you fly!"
