Mon | Jul 16, 2018

Caribbean Airlines workers made my day

Published:Saturday | August 30, 2014 | 12:00 AM


Usually when I receive poor customer service, I complain or I get very tempted to report the individual. On the other hand, when I am the recipient of GREAT customer service, I feel it is my responsibility, when necessary, to give credit where it is due.

My 14-year-old daughter, Mikayla Simpson, had a reservation to travel to New York on Caribbean Airlines Flight 017 at 7:25 p.m. on July 3, which was initially delayed for about an hour. We returned to the counter only to be told that there was a further delay which would have her check in about midnight to leave by 2 a.m. It is at this point that my experience would take a turn for the better. I was assisted by one Mavia Reid (hope I spelt her name correctly).

She gave me a number to call so I could keep track of what was going on before I left my home, which is in St Catherine. She gave me vouchers for food for my child and for the journey home and back.


When we got back for the midnight check-in, there was further delay. It was as if Mavia was the only customer service representative (CSR) working, as everyone kept coming to her for answers. What got my attention, though, was how very composed she was in all the chaos that was taking place. While standing there, I overheard another CSR asking Mavia how her father was. She quietly answered, never stopping for a minute. I asked later and was told that her father was hospitalised.

Through it all, she maintained her composure. She was most professional. My personal opinion right there and then was: "Wow! Grace under fire!"

Mavia excused herself for a minute to assist another passenger who somehow wasn't clear on all the information received, came right back to her counter, never missing a beat, all the while maintaining a pleasant countenance.

It was during this same period that I met Ms Melonie Brown, airport manager for Jamaica.


Melonie was just as pleasant and professional with all the craziness that ensued.

When we got back for the final check-in, Melonie was there in all her glory, just as tired, I'm sure. Mavia had gone home by then, but Melonie advised us that Mikayla's luggage was located, retagged and ready for her flight.

Mikayla has landed safely and she found her two pieces that were checked.

She said it wasn't the most comfortable of rides, plus she didn't get her wish once again, which was to sit at the window.

It was a really refreshing experience, even though we were dog tired. These two gems are the epitome of what good - no, GREAT - customer service is all about!

We really need more persons like these to interact with the public. Not to mention that there was at least one CSR who came on this morning with a nasty attitude. I was able to ignore her totally, though, as I was in my happy world with the service I received prior to her arrival.

If the two named ladies are who I will encounter next time round, I'd definitely go along for the ride!

May God continue to bless and keep your entire staff, but especially these two lovely, hard-working ladies.