By Margery Wilson

As a frequent flier I spend lots of time interacting at various levels with airport and airline personnel.  Maybe surprisingly I do not have any horrendous customer service stories to relate.  However, I have encountered a fair share of customer service superstars.  At the top of my list is American Airline’s Gate Agent Tyrone Green.

Last year I arrived at Louis Armstrong International Airport in New Orleans to hear the apology of a ticket agent, “Oh no, you didn’t hear from us? I am sorry, but all flights to your destination have been cancelled due to weather.”

The following day I showed up at the airport a bit earlier than I needed to in case there was more bad news.  To my relief, all was clear on the weather front.  I picked up my boarding passes and headed to a coffee shop outside the security gates to set up my laptop (Louis Armstrong airport provides FREE WiFi, bless them) and enjoy a cup of cappuccino.

No sooner had I gotten settled than my cell phone rang.

“Hello? Ms. Wilson? This is Tyrone Green, I am a gate agent here at your departure gate.”

He proceeded to explain that he noticed I was booked on a flight to MIA and continuing on to BOS.

“The flight to Miami has not left Miami yet,” he said, “so there is no way you will make the connection to Boston.  I have gone ahead and booked you on a flight to Chicago that will connect to Boston – only, you need to get here to the gate as soon as possible.”

Tyrone even secured my upgrades to first class when he rebooked me.

Thanks to Tyrone’s efficient and caring customer service I made it to Boston without any delays.  I like to think of myself as an intrepid traveler, but, you know, anytime one is stranded at an airport there is a sense of powerlessness and vulnerability.  I want to celebrate Tyrone’s initiative in going the extra mile for customers.

Next time you pass through Louis Armstrong International Airport in New Orleans make sure to say hello to Tyrone. His friendly smile will set you right for the whole day.

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