It was a cool, crisp, clear Monday morning along the front range of Colorado. I was flying from Denver to Sacramento, California on four-day business trip. My carrier of choice, has larger than life photographs of wild animals on their tail and has a reputation as the “hometown” airline with great commercials. In the era of low fares and no service, flying has become like riding on a crowed bus in some banana republic. Crowded and no fun.
As a frequent flyer, I appreciate the little things that occasional flyers do not. Boarding the plane first, so I can stow my carry-on luggage. Extended seating, giving me a few more inches of leg-room. Free TV to check the news when I am not reading a report or a book. Little, “creature comforts” that I look forward to as a premium, “summit” member. Because my carrier of choice does not fly everywhere I have to travel, I sometimes fly on others, like the –“un-friendly skies”. I hate those trips.
My flight was two hours of uneventful bliss. We were actually arriving a few minutes early on a clear, central California dawn. As we made our descent, one of the flight attendants handed me a business card. On the front, in contrasting dark and light gray hues was printed the words, Frontier Airlines. Handwritten in freshly penned, dark blue ink, was the following. “Thank you for flying on Frontier Airlines. We appreciate your business and we look forward to you flying with us again.”
There in my hand I held the first, heartfelt, handwritten “thank you” I had ever received form any airline in twenty-six years of flying. I could not make out the name clearly, yet it was signed by the person who wrote it. The plane made a picture, perfect landing and we taxied to the gate. I gathered my belongings and was about to disembark from the plane when I thanked the flight attendant for the note. She gave me a pleasant smile and said, “Oh I wish I had written it, the captain wrote it”. I was shocked. The cockpit door was open and the captain and co-pilot waved as I left.
WOW! The power of this small gesture has me writing here to you today. While others talk about service and what they do for their customers, Frontier Airlines actually walks the walk. What one thing do you or can you do for your customers to say, “Thank You"?
As a frequent flyer, I appreciate the little things that occasional flyers do not. Boarding the plane first, so I can stow my carry-on luggage. Extended seating, giving me a few more inches of leg-room. Free TV to check the news when I am not reading a report or a book. Little, “creature comforts” that I look forward to as a premium, “summit” member. Because my carrier of choice does not fly everywhere I have to travel, I sometimes fly on others, like the –“un-friendly skies”. I hate those trips.
My flight was two hours of uneventful bliss. We were actually arriving a few minutes early on a clear, central California dawn. As we made our descent, one of the flight attendants handed me a business card. On the front, in contrasting dark and light gray hues was printed the words, Frontier Airlines. Handwritten in freshly penned, dark blue ink, was the following. “Thank you for flying on Frontier Airlines. We appreciate your business and we look forward to you flying with us again.”
There in my hand I held the first, heartfelt, handwritten “thank you” I had ever received form any airline in twenty-six years of flying. I could not make out the name clearly, yet it was signed by the person who wrote it. The plane made a picture, perfect landing and we taxied to the gate. I gathered my belongings and was about to disembark from the plane when I thanked the flight attendant for the note. She gave me a pleasant smile and said, “Oh I wish I had written it, the captain wrote it”. I was shocked. The cockpit door was open and the captain and co-pilot waved as I left.
WOW! The power of this small gesture has me writing here to you today. While others talk about service and what they do for their customers, Frontier Airlines actually walks the walk. What one thing do you or can you do for your customers to say, “Thank You"?
