Friday, May 3, 2024
Alaska Airlines, known for its commitment to exceptional service and customer experience, made a significant stride last year by adding Guatemala City (GUA) to its roster of daily non-stop flights from the West Coast. This daily service linking Los Angeles (LAX) and Guatemala City (GUA) has not only bridged geographical gaps but also fostered connections among the diverse people and cultures residing in these locales.
When was the last occasion you received a handwritten message? It might have been a brief note from a colleague, a reminder left on the kitchen counter, or a birthday card. You might not even recall. What was once a customary gesture and necessity has gradually diminished in preference for instant digital communications.
Yet, nestled in Central America, there exists a small yet resolute team that upholds the significance of penning thoughts on paper.
The Customer Service Agents (CSAs) have played a pivotal role in this endeavor.
For many travelers, various aspects of the journey can become mundane. However, a handful of employees have injected new life into the boarding process at Guatemala City, infusing it with the warmth and hospitality emblematic of the country.
Ahead of each departure from Guatemala City, the control and boarding agents carve out time amidst their hectic schedules to pen personalized notes for every First Class and MVP guest. Upon settling into their seats, guests are greeted with a brief, tailored message that resonates with a larger sentiment, setting a tone of appreciation and optimism for their entire voyage. This approach reflects our core values as a brand: being outstanding means extending a warm and hospitable welcome to all passengers boarding our flights.
“The process is as heartfelt as the gesture itself. Customer service agents, in the midst of their bustling tasks, find moments of quiet to write these notes,” says Krystal C., director station operations Latin America. “Each message is a reflection of the individuality of the recipient, whether it’s a warm welcome, a wish for a pleasant journey, or a note of appreciation. This task, though simple, is imbued with the team’s genuine desire to create an unforgettable & premium experience for our guests.”
“It spoke of a bygone era of travel, where every journey was an occasion, and every passenger, a guest of honor,” said Fernando C., GUA station operations manager.
While times have changed, our commitment to delivering a premium experience for every guest remains the same. For the GUA team, travel is truly a labor of love.
“This initiative was completely homegrown and is one of the reasons why people choose to fly with us,” said Rick H., managing director of operations. “The GUA team saw an opportunity to connect and appreciate some of our most valued guests. The initiative continues today, and guests have taken notice of it. I’m incredibly proud of each member of the GUA team!”
