Mariam Farg, Airport customer experience specialist, made “all the difference in the world” to one customer who was flying out of Terminal E last month.
The customer, who was not familiar with DFW, was looking for the JetBlue ticket counter to check in for her flight. Mariam showed her to a nearby ticketing kiosk instead, which saved time. Then using her iPad, Mariam looked up the security checkpoint with the shortest wait-time and walked with her to the location, ensuring the customer got to her gate on time.
“I was so impressed by Mariam’s assistance,” the customer said in an email to Mariam’s supervisor. “I don’t frequently fly out of DFW Airport, so Mariam’s help made a world of difference getting me to my gate on time. Thank you for all the great work you all do!”
By quickly identifying a customer in need and making the customer’s time at DFW a positive experience, Mariam created this Moment of Wow. Mariam demonstrated how utilizing her tools to anticipate customer needs provided a more efficient, time-saving route to the JetBlue gate, avoiding many unnecessary steps in the process.
Hats off to Mariam for delivering the level of customer service that made a “world of difference” in one customer’s journey through DFW.