I was part of a wedding party in Williamsburg, VA in the first weekend July in 2012.  I ended up flying out there on July 4^th because I saved over $100 on the ticket.  I wasn’t happy, as Independence Day is one of my favorite holidays throughout the year, but I was tight on money.  I bought a ticket on U.S. Airways, an airline from which I’ve never purchased a ticket.  It was a flight with a connection through Philadelphia and ended in Baltimore.

The first flight went smoothly until there was some commotion in the seat next to me.  The passenger across the aisle passed out and was unresponsive.  Having been a flight attendant myself and knowing how tough it is to work in cramped quarters, I got out of my seat immediately so they could have room to work.  One of the flight attendants thanked me numerous times and was very attentive to me for giving them the space to work.

The passenger ended up being in terrible condition and we had to divert to Indianapolis so they could get her to a hospital.  This resulted in many passengers missing their connections, including me.  Since this was not an event under U.S. Airways control (like weather), I expected having to sleep in the airport that evening until the next flight I could get to Baltimore.  Not only was I given a seat on the first flight to Baltimore the next morning, there was a hotel room at a nearby Hilton waiting for me.  This blew me out of my mind, and I made it to the hotel bar in time to watch fireworks with 5 Brits in “The Birthplace of America.”

This experience made me a believer in U.S. Airways and I look forward to flying with them again!

“Most studies show that higher levels of customer satisfaction lead to greater customer loyalty, which in turn results in better company performance.”  Page 14 from Marketing: An Introduction for Educatio Management Corporation, 10^th Edition.