Airline Bulls***: Part II (The amazing Ann)

Photo on 2009-12-22 at 17.11 #2

Last I left you here, I was ranting about airlines, and how they routinely d*** people over.

Then something unprecedented happened.

The blond woman in the above photograph is named Ann. She is a supervisor for Northwest/Delta at Laguardia. Last night, she was the one who—last minute—found a spot for me on the plane (Granted, it was behind a person who, literally, farted for 2 1/2-straight hours. But that’s really beyond Ann’s jurisdiction). In the midst of chaos, she was an angel—calm, polite, decent, accommodating. It wasn’t her fault the airlines overbook flights; wasn’t her fault seats weren’t assigned. She just has to deal with the aftershocks, ie one furious holiday flier after another after another after another after another after another …

Anyhow, last night, just as I was about to walk onto the airplane, Ann grabbed my boarding pass and wrote a phone number and her name on the back. She said, “If you need to change your return trip, call this line. Tell them you spoke to me.” Well, this morning I called the line, hoping to alter the flight. Who answers? Ann! “I thought about you driving in this morning,” she said. “I was hoping everything worked out OK. I felt bad how much you went through …”

This was not a woman hitting on me (My wife dropped me at the airport) or bulls***ing me. She wasn’t trying to score points with anyone or earn a holiday bonus. She was, quite simply, an angelic human being; the type of person we too infrequently encounter. We live in the time of non-humanity; of recorded phone messages and press ONE for this, TWO for this, THREE for that. It’s nearly impossible to get a person on the phone or a supervisor face to face. It … just … doesn’t … happen.

Thank God for Ann.

3 thoughts on “Airline Bulls***: Part II (The amazing Ann)”

  1. You should let Delta know that Ann did a good job.

    I’m sure (and you can relate to this) they get lots of emails and phone calls about crappy customer service. Might make their day to drop them a line about a good experience.

  2. I’m flying Delta next week to go celebrate my 40th birthday with my wife. Any chance you can provide her phone number for us loyal readers in case we run into trouble? Thanks.

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