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In this age of difficult travel, the pressure often impacts on both traveler as well as airline personnel. As a frequent flyer, I've become inured to it and have reduced my expectations for acceptable service to near zero.
Then today, I met Nicole Altri, your ticket agent at Logan, who changed my view and restored my faith that excellent service and customer focus is still alive and well...at least when Nicole is on duty.
Here's my story...
I missed my flight to Minneapolis today from Boston at 1120.
The next flight was at 1:50 pm but Nicole told me that it was sold out but there might be seats on the 6 pm flight. Since I was on my way to Minneapolis to give a speech tomorrow morning, I was not panicked-but getting there.
Nicole assured me she would do all she could to wait list me on both flights if necessary and since I was first on the wait list, she reassured me that one way or the other, I should get to Minneapolis.
She suggested I head for the gate, and she would call me with a status report. Between her counter and my arrival at the gate, she called me twice advising me of my status and reassuring me each time that "it looked good." Perhaps I did look panicked......
As I walked onto the plane, her final call was to congratulate me for getting on board.
Nicole's concern and professionalism is a great compliment to NWA, (and I assume her mother).
She's an outstanding representative of your airline.

George Labovitz, PhD

p.s. My speech is at the American Society for Quality World Conference. Know that Nicole Altri of Northwest Airlines is now included in my remarks...


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