Archive for the ‘Airlines’ Category

Starwood – Sheraton – Dolphin Hotel – Thank you for great service

Monday, April 26th, 2010

Vicodin online
Cialis online

A couple of weeks ago my family and I went on a short trip to Disney World in FL. After staying 3 nights at one of the hotels on property, we moved over to the Dolphin Hotel, which is located between Epcot and MGM on Disney property. Although it’s on Disney property, it’s owned and operated by Starwood.

As a Gold Starwood member, I always get a room upgrade when staying at a Starwood Property (Sheraton, Westin, W, St. Regis, etc…), and this usually translates to a regular room with a better view or a balcony when I stay at the Dolphin. It was really hot when we were there, the kids were wiped out, and we were just looking forward to getting into an air conditioned room and going to bed.

Due to availability, we were upgraded to a suite with adjoining room. This meant that we could put the kids to bed in the connected room and my wife and I could relax, watch tv, eat a late night snack, and have a drink without worrying about waking up the kids. It was a weclomed surprise that really made a big difference for the 2 nights we were there. I don’t expect this kind of upgrade every time, but in this case it really made a positive difference in our trip and increase my perception of the service levels at Starwood properties.

They person checking me in saw that I was a Gold member, saw that I had cranky little kids who were over tired and over cranky, and made a positive difference within the parameters of his job latitude. He didn’t have to put us in that room, but he did… and I say “thank you!”

It’s this type of customer service, making me feel like I matter as a customer, that will keep me coming back to the brand.

American Airlines turns a bad situation into a positive one

Tuesday, June 16th, 2009

In business and in life, it’s not necessarily what things happen, but instead how you react to them. This goes for people as well as companies.

Last week I was on an American Airlines flight from Denver to Chicago. I was wiped out after a 5 day business conference in Colorado Springs, and I was hoping to get home on time so that I could kiss my kids goodnight.

The first sign that something was wrong was when I received the text message alert that the flight was 30 minutes late. By the time I checked in (2 hours before the flight), the delay had already reached 1 hour. After a quick lunch, I planted myself in a cubicle at

United Airlines has reached a new low in customer service

Wednesday, December 17th, 2008

Yes… As much as I can’t stand United Airlines, I recently flew them again.

My mother-in-law passed away a couple of weeks ago, and we flew out the next day from Chicago to Boston for the funeral. Even though American Airlines (my preference) and United Airlines were the same price, my father in-law had vouchers for United Airlines, so they won.

There was the usual get on the plane, wait, get off the plane, wait, get back on the plane, go the end of the runway, wait some more. This is not what got under my skin though.

It was a horrible week anyway, with the passing of my mother in-law. To make matters worse, my father in-law caught a stomach bug the morning we were flying back. The flight was about 2/3 full. United charges extra for the “preferred” seats like exit rows, etc… My father in-law was the last person on the plane, and they closed the door behind him. As he got to the exit row, he noticed that there were plenty of open exit row seats. He sat down and was quickly told by the flight attendant that those were only for people who paid extra. My wife explained that her mom had just passed away and that my father in-law also wasn’t feeling well and asked

Northwest Airlines Doesn’t Care

Wednesday, September 5th, 2007

I’m sure that there are still some good employees left at Northwest Airlines, but the ongoing labor battles seem to have taken a toll on the morale and attitudes of the their flight attendants.