Despite an unresolved mechanical delay that cost me 40 minutes at Washington Dulles today, I was pleased with my travel experience on Mesa.
Last time I flew Mesa, I witnessed a FA cuss out a passenger because his bag would not fit in the overhead compartment. With that in mind along with the many Mesa horror stories on Flyertalk, I was not looking forward to the flight.
But I was floored by the service onboad: in a good way. The FA was attentive, courteous, and warm from the moment of boarding until the last passenger (me) deplaned. A lady behind me spilled a cup of Starbucks coffee during boarding and asked the FA for a napkin. IME, most FAs would roll their eyes and make the passenger feel even dumber, even as they complied with the request.
This FA smiled and said she would be right back. She returned with about five napkins and a moist towel, then proceeded to clean up the mess herself. After she walked away, the passenger remarked to her seatmate that she was going to choose United next time she flies becuase of the great service.
Now I suspect that this passenger will likely book the cheapest fare avaialble regardless of the carrier, like most leisure travelers do, but as I reflected on her comment, I thougtht that if only UA’s FA’s would consistently go the extra mile like this FA, UA may actually see some customers return just for the service.
Of course we are still talking about Mesa. Moments after the coffee incident the Captain announced a mechanical delay which "might take moments or hours to correct." I talked to the Captain after the flight and he said the reverse-thruster system was not working and they decided to proceed without it after 40 minutes. OK…
But depsite the delay, I must admit I was impressed by the great in-flight service on Mesa today.