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We are writing to share our very pleasant experience with Jodi Roy (Horizon service agent, Spokane) on 12/10.

My husband and I arrived at the Spokane (GEG) airport for our Saturday 8 am flight to Sea-Tac. When we could not find our flight on the “check-in kiosk”, we approached the ticket counter for assistance. The young lady helping us also could not find our flight information. She finally discovered that the round-trip from Spokane to Seattle (which we booked online) was booked BACKWARDS: departing Seattle on 12/10, instead of departing Spokane!

At that time, she requested assistance from Jodi Roy. Ms. Roy confirmed that we had indeed booked our round-trip flight backwards (HOW did we do that!?), but quickly went straight-to-work in an effort to correct our booking blunder.

Long-story-short: she was able to re-book our flight correctly, departing Spokane (and only 30 minutes later than when we THOUGHT we were to leave Spokane – and unbelievably, there were only TWO seats left on that flight!) and returning home at the same time we had desired. She was professional, efficient, patient, calm (we were frantic as we didn’t want to miss our grandson’s 5th birthday celebration… and disappointed that we had made such a careless error!), and very kind in a difficult situation – and did so without charging us any extra fare… amazing!

We would like to extend our gratitude to Ms. Roy for her assistance on 12/10… she definitely went “the extra mile”, going above and beyond when she really wasn’t obligated to – she is to be commended for her exemplary customer service and we hope that our message is forwarded to her; THANK YOU Ms. Roy – you saved our weekend!!

Very sincerely,
Thomas Boling and Gayleana Dschaak, Spokane, WA


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