Colleen--I was on flight 418 from Baltimore to San Antonio Tuesday. We were stuck on the ground for 3 and a half hours while the weather did its thing. I have got to hand it to the flight crew, especially the pilot. What should have been a 3 hour flight turned into a seven hour ordeal, but how the crew handled the situation should be used as a case study of first-rate customer service.
The captain immediately starting telling us what was going on, why we were sitting at the gate, etc. He not only kept us well-informed, but he explained what was happening and why. He then started passing out peanuts and ice water himself, as did the first officer. I was more than impressed. The pilot and the crew deserve a huge award. Well done!
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