Tag Archives: Customer Service

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SkyWest Top Service Moments of 2016

McKall Morris
Corporate Communications Manager

Whether it’s taking care of our fleet, our operation, our passengers or our employees, SkyWest people provide great acts of service every day of the year. With the New Year upon us, take a look at just a few of the top service stories shared with us in 2016.


  • CaptureCaptain Praised for Act of Kindness

In April, a mother and her young children were on a late-night flight. As the mom struggled to carry her sleeping children and the family’s luggage off the aircraft, Captain Tracy Woodbury came to assist, offering to carry the sleeping toddler to help the family get home. The mother was so touched she shared the story in a Facebook post. Read the full story here.

  • Flight Attendant Helps Passenger Make Crucial Connection

Passenger Joe Stevens reached out to us to pass along his thanks to Flight Attendant Manuel Parra. If it wasn’t for Manuel’s service, Joe told us he likely would have missed his international flight connection to travel to his ill wife.

“I fly frequently and have never received such helpful, friendly service from any flight attendant comparable to the service I received from Manuel,” Joe said. “I told Manuel that I had a very short layover before I had to board a connecting flight to Asia to meet with my wife, who was ill. Our flight was close to an hour late leaving, and I was concerned I wouldn’t have time to make my connection.”

As promised to Joe, Manuel helped him through the immigration desk, the customs desk, the kiosk to get his boarding pass, and then through the security gate – just in time for Joe to board as the last passenger.

“For a flight attendant to offer such help is rare, and I want to let you know how much I appreciated him,” Joe continued. “I would definitely have missed my flight otherwise. Not only was his level of service far beyond what I have experienced on my many flights over the years, it was also beyond any level of customer service I have received in any industry. Manuel is much more than just an excellent flight attendant; he is an excellent person.”

  • CS Supervisor Flies with Unaccompanied Minor

img_0668An Aspen deaf camp counselor arrived at the local airport with a 12 year-old boy whose parents purchased a last-minute ticket home to Austin, Texas due to a family emergency. There was one problem; the flight had a connection in Denver. United Airlines does not allow unaccompanied minors under the age of 15 to travel alone during a connecting flight. The family was unaware of the policy, and the camp’s counselor was unable to accompany the boy home.

That’s when Customer Service Supervisor Zak Sidibe took it upon himself to help. On his own time, he flew as a passenger with the boy to Denver to escort him to his connecting flight back home to Austin. Zak communicated with the boy’s deaf parents via text message every step of the way. Thanks to his genuine kindness and heartfelt generosity, the family had some peace of mind knowing their son was in good hands to get home safely during a trying situation.

  • SLC Maintenance Team Donates Time and Talent to Leonardo Museum 

Leo BufferRecently, mechanics at our Salt Lake City maintenance base volunteered their time and expertise to the Leonardo Museum, sharing their love for the miracle of flight with the museum’s 180,000 annual visitors. After helping to reconstruct a C-131 aircraft inside the museum for the opening of the FLIGHT exhibit earlier this year, the SkyWest maintenance team volunteered their time to restore the plane’s luster and shine. Read the full story here.

  • Pilot Reaches Out to Young Passenger’s Parents During Diversion

Captain Peter Wagstaff recently went the extra mile when he made sure an unaccompanied minor and his anxious parents were informed during a diversion. He sat with the boy and allowed the boy to use his phone to call his parents and let them know what had happened. We received a letter from the child’s parents thanking Captain Wagstaff.

“The captain continued to keep us updated via texts on the progress of the plane,” mother Beth Shanker said, “As a parent of an unaccompanied minor, it was a relief to know someone was watching out for my son. We really appreciated the captain’s updates. He should be commended for the customer service.”

  • “I’m Your Match!” SkyWest Flight Attendant Donates Kidney to Co-worker 

JeAfter an ongoing battle against her kidney disorder, Tonuah Trujillo, a Seattle-based SkyWest flight attendant had received the bad news – her kidney function had declined to 12 percent, and she was going to need kidney dialysis or a transplant very soon. As Tonuah was preparing for dialysis due to the lack of donor matches, an incredible thing was taking place behind the scenes. For nearly three months, Chicago-based SkyWest flight attendant Jeanette Perez was taking numerous tests to see if she was a match for Tonuah.

“I became aware of Tonuah’s need via Facebook back in the fall. Long story short, I went through test after test to see if I was her match with the mentality of ‘if it’s meant to be, it will,’” Jeanette said. “I was finally given the go at the end of January and told Tonuah the good news. She did not know I was testing. She didn’t even know who I was really – other than our one time meeting on a Christmas deadhead.”

Read the full story here.


As illustrated by these stories ­– and even more from the year– SkyWest people deliver extraordinary service each day. With more than 30 million passengers this past year, SkyWest’s more than 11,500 aviation professionals have proven what it means to go above and beyond. Looking at joining the SkyWest team? Learn more by visiting www.skywest.com/careers

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SkyWest Flight Attendant Praised as “A God Send”

McKall Morris
Corporate Communications Manager

SkyWest’s success is a direct result of the incredible aviation professionals who who regularly go above and beyond to help passengers on more than 1,700 daily flights. Recently, Mary Morgan, a Seattle-based flight attendant was commended for being “a God send…at a most difficult time” thanks to the kindness and support she provided on a flight from Ontario, California to Seattle.

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SkyWest Airlines,

I am writing to acknowledge a flight attendant who truly “got me home” on a most difficult flight. Mary, her name, Flight 3447 Friday May 8th, Ontario to Seattle.

#1) I am claustrophobic – especially in planes #2) I had received a call while on a weeks vacation that my 89 yr old mom had become quite ill and was near death.

To sit next to my husband we had changed our seats to the only side-by-side seats left in the plane – last row on the plane. I boarded the plane in tears anticipating my anxiety flying and what awaited me at home. Mary picked up on my state of being immediately, brought me tissue and settled us in without asking any questions. As we sat side by side with Mary for “take off,” etc. my husband told her my challenges. She went beyond the call of duty to console me, work with my phobia and just over see my well being throughout the trip, all the way to our terminal good-bye. She was a God send for me at a most difficult time.

I did arrive in time to share three days with my mom before her death.

Thank you Mary for everything. Thank you SkyWest for employing such insightful, sensitive people.

Sincerely,

Donna Sheree Bullock

This letter is just one of the many compliments SkyWest’s 10,000+ employees receive each week thanks to their efforts to ensure every passenger enjoys a great travel experience.

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Customers Commend Crew for Excellent Service

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McKinnley Matson
Corporate Communications Coordinator

SkyWest’s success is a direct result of the incredible employees who help take care of hundreds of customers on a daily basis – despite delays or other challenges. Recently, four crewmembers – Dave Dalton – CRJ captain, Jody Mack – CRJ first officer and flight attendants Peggy Maneotis and Ruby Landreth – were recognized by passengers on two separate flights thanks to their efforts to ensure everyone had a good travel experience. From each of the letters, it’s clear that this flight crew truly provided excellent service!

United Express Flight 5201

I wanted to send you a quick note to let you know that I had one of the best experiences flying in almost 40 years, and that’s even with a two-hour maintenance delay!

We flew on Flight 5201 from Chicago (ORD) to Aspen, Colorado (ASE) on Saturday, Jan. 24 and everyone from the gate agent in Chicago to the crew – specifically your flight attendants, Peggy and Ruby; captain, Dave; and first officer, Jody – was everything you could ever hope for in terms of representing the best in SkyWest! They couldn’t have been any nicer, more pleasant or accommodating. What also added to the experience was that Dave and Jody continued to keep everyone informed on the status of the maintenance –something very rare and very much appreciated!

I fly a lot, and this crew should be the ones teaching everyone on how to make sure customers have a great overall experience! Thanks again!

Julie

United Express Flight 6320 

This afternoon, my wife and I flew on Flight 6320 from Aspen, Colorado (ASE) to Denver (DEN), which was about three hours late due to a mechanical problem.

I would like you to know that the captain, Dave, and cabin staff, Peggy and Ruby, went the extra mile and then some, to make sure the short journey was as hassle-free and pleasant as possible under the circumstances.

Dave, at the request of my worried wife, came to look for me – the United gate staff needed to work on my ticket, resulting in my being last on the plane, and not the usual first. He found me on the apron and escorted me to the aircraft.

Peggy and Ruby involved themselves with the passengers, helping them where they could.

Most of my flying is on European and Far Eastern airlines, which U.S. companies do not often compare to favorably. Today was the exception, and I wanted you to know that.

Tony

These letters are just a few of the many compliments received each week and are great examples of the service SkyWest’s 10,000+ aviation professionals provide every day on nearly 1,700 flights! To learn more about the SkyWest team, visit www.skywest.com.