Centerlines - March 2009 - (Page 34)

PASSENGER FOCUS MIAMI ADDS MAGIC TO CUSTOMER SERVICE B Y N ICOL E N E L S ON W 34 CENTERLINES | MARCH 2009 hen his children were of age to enjoy Mickey, Minnie, Goofy and Donald, José Abreu packed his young clan in the minivan and trekked up the road to Walt Disney World in Central Florida. But misfortune struck with Cinderella’s Castle just within sight. “I somehow managed to lose my tickets somewhere between my minivan and where I made my reservations for a family of six people,” Abreu recalls. “I was very upset, and the family was very upset.” Abreu approached the Magic Kingdom’s front desk and candidly explained his situation. In return, the Disney cast member graciously issued replacement tickets to the entire Abreu family. “Disney simply gave the tickets back to me with no questions asked,” Abreu said. “I said to myself, ‘This is customer service.’ ” José Abreau used a trip to Walt Disney World as inspiration to help turn around customer service problems at Miami International Airport. Table of Contents for the Digital Edition of Centerlines - March 2009Centerlines - March 2009ContentsPresident's MessageCanadian AirportsAssociates' CornerPolicy CenterOn the Hill and On the StumpCover Story: Economy Cutting Air ShipmentsOn Management: Taking Big ChancesRevenue Arena: Common-Use LoungesEnvironment: Recycling Takes Hold at AirportsPassenger Focus: Miami Adds Magic to Customer Service New UnderwayGrand OpeningsNew MembersIndex of AdvertisersAdvertiser.comBox ScoresCenterlines - March 2009Centerlines - March 2009 - Centerlines - March 2009 (Page Cover1)Centerlines - March 2009 - Centerlines - March 2009 (Page Cover2)Centerlines - March 2009 - Centerlines - March 2009 (Page 3)Centerlines - March 2009 - Centerlines - March 2009 (Page 4)Centerlines - March 2009 - Contents (Page 5)Centerlines - March 2009 - Contents (Page 6)Centerlines - March 2009 - President's Message (Page 7)Centerlines - March 2009 - Canadian Airports (Page 8)Centerlines - March 2009 - Associates' Corner (Page 9)Centerlines - March 2009 - Policy Center (Page 10)Centerlines - March 2009 - On the Hill and On the Stump (Page 11)Centerlines - March 2009 - Cover Story: Economy Cutting Air Shipments (Page 12)Centerlines - March 2009 - Cover Story: Economy Cutting Air Shipments (Page 13)Centerlines - March 2009 - Cover Story: Economy Cutting Air Shipments (Page 14)Centerlines - March 2009 - Cover Story: Economy Cutting Air Shipments (Page 15)Centerlines - March 2009 - Cover Story: Economy Cutting Air Shipments (Page 16)Centerlines - March 2009 - Cover Story: Economy Cutting Air Shipments (Page 17)Centerlines - March 2009 - Cover Story: Economy Cutting Air Shipments (Page 18)Centerlines - March 2009 - Cover Story: Economy Cutting Air Shipments (Page 19)Centerlines - March 2009 - On Management: Taking Big Chances (Page 20)Centerlines - March 2009 - On Management: Taking Big Chances (Page 21)Centerlines - March 2009 - On Management: Taking Big Chances (Page 22)Centerlines - March 2009 - On Management: Taking Big Chances (Page 23)Centerlines - March 2009 - Revenue Arena: Common-Use Lounges (Page 24)Centerlines - March 2009 - Revenue Arena: Common-Use Lounges (Page 25)Centerlines - March 2009 - Revenue Arena: Common-Use Lounges (Page 26)Centerlines - March 2009 - Revenue Arena: Common-Use Lounges (Page 27)Centerlines - March 2009 - Environment: Recycling Takes Hold at Airports (Page 28)Centerlines - March 2009 - Environment: Recycling Takes Hold at Airports (Page 29)Centerlines - March 2009 - Environment: Recycling Takes Hold at Airports (Page 30)Centerlines - March 2009 - Environment: Recycling Takes Hold at Airports (Page 31)Centerlines - March 2009 - Environment: Recycling Takes Hold at Airports (Page 32)Centerlines - March 2009 - Environment: Recycling Takes Hold at Airports (Page 33)Centerlines - March 2009 - Passenger Focus: Miami Adds Magic to Customer Service (Page 34)Centerlines - March 2009 - Passenger Focus: Miami Adds Magic to Customer Service (Page 35)Centerlines - March 2009 - Passenger Focus: Miami Adds Magic to Customer Service (Page 36)Centerlines - March 2009 - Passenger Focus: Miami Adds Magic to Customer Service (Page 37)Centerlines - March 2009 - Passenger Focus: Miami Adds Magic to Customer Service (Page 38)Centerlines - March 2009 - New Underway (Page 39)Centerlines - March 2009 - New Underway (Page 40)Centerlines - March 2009 - Grand Openings (Page 41)Centerlines - March 2009 - New Members (Page 42)Centerlines - March 2009 - New Members (Page 43)Centerlines - March 2009 - Index of Advertisers (Page 44)Centerlines - March 2009 - Advertiser.com (Page 45)Centerlines - March 2009 - Box Scores (Page 46)Centerlines - March 2009 - Box Scores (Page Cover3)Centerlines - March 2009 - Box Scores (Page Cover4)http://www.nxtbook.com/nxtbooks/naylor/ACIQ0409http://www.nxtbook.com/nxtbooks/naylor/ACIQ0309http://www.nxtbook.com/nxtbooks/naylor/ACIQ0209http://www.nxtbook.com/nxtbooks/naylor/ACIQ0109http://www.nxtbook.com/nxtbooks/naylor/ACIQ0408http://www.nxtbook.com/nxtbooks/naylor/ACIQ0308http://www.nxtbook.com/nxtbooks/naylor/ACIQ0208http://www.nxtbook.com/nxtbooks/naylor/ACIQ0108http://www.nxtbook.com/nxtbooks/naylor/ACIQ0407http://www.nxtbookMEDIA.com

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