Captain Kim Weber Gets It Even Though United Airlines Doesn't

I fly United Airlines . . . a lot. In the past I flew more than 200 days a year. United has a horrible record of treating their 1K fliers poorly and I could add dozens of stories to the list.

But . . .

What has kept me coming back to United is two things. The first is that I have a ton of miles banked and it is tough to just drop your status and go to another carrier. The second is that regularly, an employee does something outstanding that they don’t have to do and it surprises me.

Today when I was flying back from Austin, TX after speaking at Joe “Mr. Fire” Vitale’s exclusive Hypnotic Writing Weekend, I dozed off and opened my eyes to a flight attendant holding a business card out to me.

I took the business card which had this note written on the back "Mr. Lakhani 3C (my seat number) Thanks again from the whole United team." It was signed Kim.

I flipped the card over and on the front was Kim’s full name, address, phone number and email. Wow, an employee who was willing to open themselves up to whatever a passenger might have to say??? Unheard of.

Even more surprising was that the card was printed on perferated business card stock, the kind you get at Officemax or someplace. Now I don't know this for sure, but I would be willing to bet a stack of those same cards that Captain Kim pays for them, not United.

Amazing! A United employee that took a small action (and used their own time and money) that made me feel good. Someone recognized that I was a valuable passenger, more valuable the most of the other people on the plane in terms of revenue to United. The captain of the plane took the time to not only get me quickly and safely from Austin, but to acknowledge me. I was important to the captain of the plane. That’s more than they do for me at the 1K desk. It was more than the gate agent who told me she was going to give me a complimentary upgrade to first class on the second leg of my flight because I volunteered to be bumped since they needed extra room (this after looking at my ticket first). Turns out, United has a really smart policy of not letting their employees serve their good customers with free upgrades because they are taking advantage of a miles ticket (earned I might add by spending thousands of dollars with United). So she told me that I actually couldn't upgrade as the end of the third boarding group was getting on. I only travel with carry on luggage so that means no overhead room for me.

So, while I remain fairly critical of United and their treatment of their top level fliers, I heartily salute Captain Kim Weber for going the extra mile and surprising me with something that anyone in any organization could do for their customers with a little thought and creativity. And, that little effort will keep me flying on United yet another day.

I’m filing Captain Weber’s card, and when my company is big enough to need a pilot, I’m calling Captain Weber; not because of what the good captain will do for me, but what the very smart employee will do for my company and my clients.

Thank you Captain Weber, you are a genius. I hope someone at United reads this and pays you a million dollars to train the rest of the United employees how to think like you.

Comments

[Roger]

That's a great story. I've flown with Captain Weber too - he's great!

[Gregory Comes]

Thanks Captain Kim,

I was once on my way from Denver to Vienna and received one of your thank you business cards with a personal note. It made me feel more comfortable that my Captain had an interest in his personnel whom was in his care. I fly satellites to support our home security, you fly real people, and you have the more important job. Thank you for your personal interest in our safety. I will be traveling from Denver to Toronto and to Vienna this spring. I hope to have you and or Lord as my Captains on all of my air travel. United should be proud to have you as their representative.

I look forward to flying with you again.

Greg

[Gregory Comes]

You might enjoy www.spaceimaging.com or geoeye.com We take some pretty cool pics of many of which you may helped me visit.

Thanks Again,

Greg

[Robin Pengelly]

The exact same thing happened to me last week and revived my hope for United. There are some employees that seem to care.

Thanks for taking the time Kim, it seems Mr Weber is the only one in UA that cares how much I use that airline.

[Vinny]

I am a 2 million mile flyer with United and have never been so disappointed in the travel experience and customer service I have been provided lately. This past week I received the same card from Mr. Weber and it was literally a breathe of fresh air. He took the time to thank me for all the miles I put in. That was worth so much more than the gimmicky gift United VP's sent me when I hit 2 million miles. Mr. Weber gets the one thing that so many others forget now a days in the airline industry, we are their customers, and he is grateful for us. Thank you Mr. Weber for your comments.