As you'll remember from last year, my wife and I flew on "Smelta" airlines. After losing my luggage (things happen), the process to get it back was paved by rude customer service, slow delivery, and the extra cost to buy clothing items in the interim. After that experience, it was hard to expect anything more from an airline. I'm currently writing this from Grand Rapids, Michigan, where I am happy to report that I've been proven wrong. For this trip, we traveled on Midwest Airlines where they KNOW good customer service practices. First, the ticketing agent offered to reassign our seat locations in order for my wife and I to be able to sit together (our seats were not originally together), without asking. The stewards were extremely friendly and communicated effectively, not to mention the warm chocolate chip cookies. It easily took the lead as the best airline I have flown on, all because of simple steps that staff took to make sure I was taken care of. Unfortunately, what I realized on my return trip, "Smelta" is a partner of Midwest. For that reason I had to experience "Smelta" once again. Surely, my past experience would be much better. Well, it was better, but not much better. The service was not something to write home about. Everytime I have these type of experiences, whether with an airline, at a restaurant, or at a store, it reminds me that I need to make my clients feel special as I would want to be treated, no exceptions. I would recommend this same to anyone in the customer servic industry. For now, nice job Midwest Airlines!
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