On Friday 24th March,
I landed at Dulles airport and went to the Ground Transportation Desk to meet my booked and paid for transit to downtown. Unfortunately the company refused to accept the confirmation on my phone, despite confirmation from the company I booked with that I could. I needed to email it or print it out. That should have been easy, using the airport wifi but on this occasion it wasn’t working.
“After approaching the passenger care desk I was introduced to one of your team, Sue Martin who from that point on was an absolute credit to your team. She went above and beyond to help, talking to the desk, even letting my try her PC. None worked so in the end she let me use her personal cell phone to email the confirmation to her which she then printed off.
“That day she was amazing – this wouldn’t have got resolved without her and would have been hugely problematic for us.
As I have said, she is an absolute credit to your organisation and a great ambassador for her country as one of the first point of contacts for many visitors to the US. Please pass on my regards and see she is recognized as you see appropriate.”