It has been a rough travel day — a mechanical delay out of Burbank meant a long day for Heidi, me, and the baby. But a kind gesture at LAX made my day.
We had bags to check and an infant ticket, which meant we had to see an agent at check-in. A familiar agent smiled as she saw me in line and when it was our turn, beckoned me to come over. She welcomed all of us, cooed over the baby, and told my wife how often she sees me and only remembers the nice passengers.
She went on about how “valuable” I am to United and seemed just as excited about our trip to Europe as we were. A pleasant smile even spread across the hard-to-please Heidi.
While East Coast airports are experiencing a meltdown, it was a quiet, unusually warm day in LA today. Lines were short. A colleague came over and also welcomed us. Everyone seemed happy.
I’ve flown United out of LAX for over a decade. Believe me, the agents were not always this kind. All the talk about CEO Oscar Munoz changing the work culture is not just puffery: I see it all the time. The employees seem happy and proud of their company. This is a great development that is bridging the service gap many see between “foreign” carriers and U.S. carriers.
When an agent recognizes you, especially at a busy hub like LAX, it either means you fly too much or the agent really cares. Nothing says you care like remembering a face. This agent cared and it was a beautiful start to our trip. Small gestures matter greatly.