I would very much like to extend my gratitude for one of your employees. While commuting through the LAX airport I noticed that my passport was missing from my bag and had likely fallen out at some point during my inbound flight. My guess that it was probably in the baggage compartment of my inbound flight at the American Eagle terminal. I am Pilot and was starting a trip late that evening. I am required to carry my passport at all times while working so this could have easily impacted my trip to Chicago that night possibly disrupting the travel plans of over 180 travelers.
I encountered Oscar at the steps of terminal 5 upon arriving by bus from the American Eagle terminal. During this time I noticed that the passport was missing and that I needed to return back to the terminal to look. I was pretty much in panic mode at this point mulling over the many ramifications of a lost passport. He informed me that the bus would be back in twenty minutes. After thinking about it for a second and sensing my concern he started making calls to get the bus back immediately. He then gave a number to me that he thought might be helpful.
The number was to American Eagle Dispatch. As it turns out this was the key to the whole outcome. Upon speaking to someone at American Eagle, they informed me that the airplane that had brought me in was getting ready to depart and it was too late to check for it. After a bit of begging they put me on hold and upon returning he informed me that they went ahead and checked and did find the passport.
To say the least I was so relieved. By being involved, interested and acting quickly Oscar made the quick recovery of my passport happen. I am very impressed by this individual. In a era of forever declining customer service Oscar stands far above the crowd. In addition to saving my customers that evening he saved me from the expensive and time consuming task of replacing my passport. I am extremely grateful.
Sincerely,
David S.
The number was to American Eagle Dispatch. As it turns out this was the key to the whole outcome. Upon speaking to someone at American Eagle, they informed me that the airplane that had brought me in was getting ready to depart and it was too late to check for it. After a bit of begging they put me on hold and upon returning he informed me that they went ahead and checked and did find the passport.
To say the least I was so relieved. By being involved, interested and acting quickly Oscar made the quick recovery of my passport happen. I am very impressed by this individual. In a era of forever declining customer service Oscar stands far above the crowd. In addition to saving my customers that evening he saved me from the expensive and time consuming task of replacing my passport. I am extremely grateful.
Sincerely,
David S.
