Passenger Declares Trans States Flight Crew “Santa’s Angels and Elves”

TSA Blog Photo 1.16.18
“Santa’s Angels & Elves” (Captain Richard Gittings, First Officer Jason Lawrence, and Flight Attendant Dana George) pose for a selfie with passengers on Christmas Eve

The holidays may be over, but we couldn’t resist sharing this passenger’s story of how the kindness of one of our flight crews turned a stressful situation into a flight that she and her family would never forget.

I wanted to tell you about a Christmas miracle that three of your crew members helped bring about. Captain Richard Gittings, First Officer Jason Lawrence, and the amazing Flight Attendant Dana George were Santa’s elves and angels for our family on the evening of December 24 on a flight from Denver to Dickinson, North Dakota.

In order to understand how much their kindness and generosity meant to us, I would like to give you a little background.  My husband is a chemical engineer and works away from home half the year.  For the last two years, we have missed every holiday together.  It has been very hard for my three children, my husband, and I.  After a lot of thought, we decided to splurge on plane tickets. This would mean we could be together for Christmas, even though it was in a work location. There was no tree or presents, but what really mattered was that we would be together. We don’t fly much or have the opportunity to go on vacation—this was a big deal!

Our flight out of Casper, Wyoming was delayed by over an hour and a half, and we had anticipated a two-hour layover in Denver.  I prayed that we would have 30 minutes to get to our gate. Many of the passengers expressed that they would have to get a flight out on Christmas Day because they had already missed their connection.  I was very anxious.

When we exited the plane onto the tarmac in Denver, it appeared I had 10 minutes to get my children and myself to the next gate.  I didn’t know how far it was, and I was panicked. When we entered the building, I was crying.  All I could think was that after two years of no holidays, missed birthdays, and missed events, we were going to spend Christmas at the airport!

As I entered the airport I gave my boarding passes to the first person who appeared to work for the airport and asked where our gate was and if they could help me.  Your crew was there!  All three of them said, “You are here! You can board the plane with us!”

The Captain and Flight Attendant reassured me it was okay, that I had made it.  Honestly, I think I had only three minutes after getting off the previous flight.  After your crew talked to me for a minute, and I knew we definitely were going to get to Dickinson, I started crying tears of joy!  Not knowing our history, I am sure some people thought I was nuts, but your crew was so gracious.

Once we boarded the flight to Dickinson and were in the air, Dana George started getting refreshments. She was so kind, and my daughter and son joked with her.  My son even said, “Ms. George treated me like a king.”  Their kindness meant so much to us.  It has been a rough year, and they literally brought a miracle to our family.  We were able to be together!

My family was desperately in need of kindness and we received it from your crew.

When we arrived, the Captain generously gave a tour of the aircraft to my kids.  They loved it!  He was such a fun guy!  Thank you for these incredible people.  Their kindness meant so much to my little family.  I will forever remember this crew.  It really was a Christmas miracle!

Thank you so much for this amazing experience.

Flight Attendant Gina Kabat Shows That Small Gestures Can Make a Big Impact

One of the top priorities for our flight attendants is making sure our passengers know that we value their business.  One of the ways that they do this is by personally recognizing frequent flyers and their mileage status.  It’s just a small gesture, but it goes a lot way toward making our passengers feel appreciated.  We received the below note from a passenger who was impressed when flight attendant Gina Kabat recognized his United 1K status.

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Go-getter Flight Attendant Gina Kabat.

I just got home from a very busy travel schedule in August and found some time to send you an message about one of your outstanding employees.  Gina Kobat was sure to recognize my 1K status with United. That acknowledgment, while small, went a long way with me.  She provided first rate service and made sure that even the smallest requests were taken care of.  If only all airlines had people like Gina working for them.  She is an outstanding representative of your airline, and my only wish to you as that she is recognized for her hard work and her warm personality that make the life of a frequent traveler more enjoyable.

Thank you,

Jeffrey K.

Our flight attendants are true professionals, and their commitment to the passenger experience is second to none.  Gina and the entire Trans States flight attendant team work hard to give our passengers a memorable experience on each and every flight.

Crew Provides Five Star Service During Delay

When a flight is delayed, two things are key – communicating with your passengers, and keep them comfortable.  During a recent delay, Captain Jason Newell, First Officer Cecilia Ernst and Flight Attendant Ayana Spann did just that, providing constant updates from the cockpit and textbook-perfect service in the cabin.  Here’s what one of our passengers had to say about her experience:

Ayana Spann
Five-star Fight Attendant Ayana Spann, showing off her joy-spreading smile!

I just wanted to give a shout out to Trans States Airlines Flight Attendant Ayana Spann. Captain Jason Newell and First Officer Cecilia Ernst.  They were amazing!   

When we got on the plane, Captain Newell announced that we were going to be delayed due to a paperwork issue, but both he and First Officer Cecilia Ernst  did a wonderful job keeping everyone updated.  Ayana had the biggest smile, a very positive attitude, and did whatever she needed to do to keep the passengers happy. 

When Captain Newell came back over the PA, he announced that the pilots had received the paperwork, but we were 1,200 lbs over in fuel and that flight would be further delayed while the issue was resolved. Right away, here comes Ayana with water service and a smile, making sure that everyone was comfortable throughout the delay.  She was a rock star!  Ayana did a wonderful job and is truly an asset to Trans States Airlines.  The pilots also deserve kudos for their part in keeping everyone updated, staying positive, keeping us safe, and getting us home. 

The crew was excellent, and they all represented the airline in a very professional manner.  Keep up the good work!

Sincerely,

Jessica H.

Our crews are true professionals who are committed to providing outstanding customer service – even when things aren’t going as smoothly as we would like!

 

 

Glowing Compliments for Trans States Airlines Flight Attendant Sheryl Smith

We often receive compliments from passengers regarding our professional and courteous crews. Lately, one flight attendant in particular has been impressing passengers left and right.  Here are two recent notes we’ve received from passengers regarding flight attendant Sheryl Smith’s stellar service.

Superstar Trans States/United Flight Attendant Sheryl D. Smith.
Sheryl Smith, Superstar Flight Attendant 

This past week, my husband and I traveled to Hawaii.  Today, on the final leg from Chicago to Cedar Rapids, we met Sheryl. What a bright light she is! Sheryl welcomed us on board with the friendliest attitude. She appeared to enjoy interacting with the passengers, and she even addressed us by name! I am taking time to write this because this lady and her representation of your company stood out like a beacon to us. If only her genuine enthusiasm could be bottled and shared!

Sheryl is clearly making a positive impact on the people that she serves.  Here’s what another passenger had to say:

Sheryl D. Smith was a great hostess! She was friendly, outgoing, and took great care of us. Thanks for the great experience, Sheryl!

At Trans States, we pledge to give our passengers the best possible experience on each and every flight.  Sheryl is just one of the hundreds of Trans States employees who go the extra mile every day to provide safe and professional service to the people we serve.

Flight Crew Makes First Flight Special

Child & Captain hat

A big shout out to Captain Scott McAleer, First Officer Stephen Schneider and Flight Attendant Justin James for giving one of our smallest passengers a great first flight!  Elle’s mom took the time to send us this note:

I was writing this email to tell about the AWESOME flight myself and my family had on our flight from St. Louis to Cleveland on 9/12/14. The flight was the first time we were flying with my 13 month old daughter and it was a late evening business flight that was over booked. When we boarded the plane I was greeted by JJ, whom made me laugh right away by asking me where the baby was. I was confused for a moment as my husband had the baby and was not yet in view and I didn’t have any of the noticeable “baby” items on me at that time. I then realized that JJ was paying attention to people boarding the flight from the moment they were visible on the Jet way. As we were seated JJ was very attentive to our needs. He was able to make our flight home one of the BEST flights I have ever taken.

Child & Justin James

In addition to the service we and all of the other passengers received during the flight JJ and pilots took some time after the flight for some photos. Attached is a photo of JJ and my daughter Elle, I have also attached a photo of Elle in the pilot’s cap as they both came out to speak with us after the flight and pose for photos. This was service that you do not experience on flights any longer. I will make sure I fly with your airlines every chance I can just for the hopes to have JJ and the flight crew again.

Thank you for wonderful experience, great photos and memories!