November 4, 2022

Raving Fan Heroes

How about some positive news for a change? Wichita Eisenhower National Airport has great employees who go out of their way to take care of their customers. To them, they are just doing their job, but to the customers, they go above and beyond the normal level of customer service. By doing so, they make Raving Fans of the airlines and the airport. We call them heroes. We’d like to share a few of these stories with you.

We received this email regarding Laura Formsma with American Airlines/Envoy for her outstanding customer service to two passengers who would have missed their cruise if it wasn’t for her.

“On Saturday, September 24, 2022, my friend and I were scheduled to fly to Vancouver on American. We were headed there for a long-awaited cruise. Upon arrival at Eisenhower, I was informed I would not be allowed into Canada as I have a passport card and not a passport book. (The card only allows entry by sea or land.) I had read that as of May 2022 a passport card would allow entry by air, but American’s system could not accept my passport number. Laura, an American Airlines agent, came to our rescue. She got us on an affordable United flight to Seattle where we were able to arrive in Canada via a bus. Laura truly went above and beyond to assist us. Without her patience and her absolute willingness to help us, we would have had to cancel our trip. Laura also helped us receive a credit from American which paid for the United flights. Through all of this, I don’t think she realized how much she was helping. In her mind, I think she thought she was just doing her job. Laura will always remain an angel in my eyes, and I will be forever grateful to her.  Thank you. –Carol B.”

Here’s another story about the help a passenger received from a Delta/Unifi employee:

“On May 29th I was scheduled to fly out of Wichita to Denver to Hawaii. My Uber and backup ride failed to show up to take me to the airport.  I had to drive myself and park in the short-term parking lot. I wasn’t sure which parking was the correct one so I drove around twice before I parked in front of the passenger pick-up area and ran inside for directions.  I came upon the Delta desk to ask. One very nice lady pointed the way. She saw on my face that I was flustered and still confused so she came out to my car and offered to go with me. Denise Nichols was my Angel that day!!  I was a bit late checking in my bag, but all went super well! I had a glorious vacation. If it had not been for Denise going beyond her duty to help me I would have missed my flight altogether. I am more than impressed with the great service bestowed on me by my Angel Denise! –Sincerely, Karen S.

And what’s even more impressive is that Karen was a United passenger!

We really appreciate the passengers who share these stories with us. If you have a story to share, please email us at airportwebmaster@wichita.gov.

Media Contacts

Valerie Wise

Air Service & Business Development Manager

(316) 946-4780

Brad Christopher

Assistant Director of Airports

(316) 946-4700

Jesse Romo

Director of Airports

(316) 946-4700

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