I have only flown 1st Class for more than 30 years (long before I could afford it).
Masae on the other hand is a bit (lot) more frugal, so when she elected to come along to Las Vegas she insisted on flying coach. She pointed out that she is much smaller than me (thanks a lot), and that’s it is only a six hour flight.
Upon web check in last night I saw a 1st Class upgrade for “only” $379 and suggested she go for it. “No way” was her answer.
When we checked in at the Premier Club lounge today I asked Marilyn, a long time Hawaiian Air employee if a 1st Class upgrade was available. “Yes” she said, “And it’s only $379, and there is a seat available right next to you (2A).” I commented that it isn’t worth that much for Masae to move up. Marilyn said, “But is it worth it to you?”
What else could I say but, “Sure?”
My next comment was, “Hey Marilyn, how would you like to have a job in retail?”
Hawaiian Air is fortunate to have someone like this .
What was Masae’s reaction? She said, “I would have rather had that $400 bucks to gamble with”. Sometimes feeling appreciated can be a tough task!

This entry was posted on Wednesday, June 27th, 2007 at 1:37 pm and is filed under Customer Experiences. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.