Customer service (7/21/16 blog)

Recently I flew on a top three major airline. My travel to my destination was alright and basically on time, but my return flight was fiasco. My first leg flight was delayed so I missed my connecting flight. So the airline paged me and had me run through the airport to catch an earlier flight, but when I arrived at the gate that the against at the previous desk said to go to and spoke with, they told me the door was closed and I couldn't get on.So I calmly walked back and stopped by the restaurant I ordered food from but abandoned when my name was paged. Then that gate agent said, I can try to get you within 1.5 hours of your home tonight if I can get you there at all. They booked me through another city and said you can try to see if you can catch the connection to your home city so you can make it home. So when I landed I exited the plane and went right up to the first desk agent and asked them if they could call to the gate that was 1-2 miles away in the airport on foot. He said he couldn't check me in there so I had run to the gate and when I made it there out of breath, the gate agent said I was less than 30 minutes and couldn't board the plane. I finally asked for s manager and this desk agent got her manager on the phone and said I was not able to board. I had to have the desk agent have their manager come to the gate and after 10 minutes I was able to convince them to let me board. When I arrived home the ramp doors were locked and they had to have the police come and unlock the ramp so we could open the doors and exit the plane. They provided no updates for 25 minutes, no air, no water, and no bathroom options or indtructions. As an employee of whatever company you work for, think in times like this what you would do in this situation. Then next time you are faced with a situation like this you will know exactly what to do. I rarely travel this airline, but used to all the time. Afyer this trip I remember why. You don't get a second chance to make s great impression, that is why customer service is so important. Plus it's the right thing to do and it models the way for others.