Dear MEM-Based Flight Attendants:

I am pleased to announce that a President's Award for 2006 has been awarded to MEM Purser Brenda Heltz. This prestigious corporate award is the highest award which can be presented to a NWA employee. It is presented once per year to employees who, day-in and day-out, epitomize Northwest's values, serve as a role model to those around them, and continually strive to achieve Northwest's Vision.

As the nomination outlines below, Brenda has had a remarkable career. Many of you have commented on how much you appreciate her positive attitude, her attention to detail and her focus on customer service. Allow me to share this remarkable letter with you for a truly remarkable flight attendant and please join me in congratulating Brenda:

"Brenda began her career as a flight attendant in 1971. Since that time, Brenda has become a Purser working our MEM-AMS service weekly. One of our Platinum Elite members commented, "While waiting in the gate area in AMS, I cannot tell you how good it makes me feel to see Brenda walk by. She is top notch-professional and efficient. I drive 4.5 hours to OKC so that I can fly NW." In her roles as a Flight Attendant and Purser, Brenda goes out of her way to make her customers feel welcomed and at home. Brenda makes it a point to say "thank you" and personally shakes hands with each WBC customer at the conclusion of each flight she works. She takes it a step further by acknowledging and recognizing our elite customers who travel in main cabin. Her personal touch creates and continues to build customer loyalty. The numerous customer commendations highlight Brenda's caring, compassion, leadership and commitment to customer service. Brenda is equally dedicated to customer service recovery efforts and takes a personal responsibility for turning a situation around. She sees each customer interaction as an opportunity to create another dedicated customer.

And it's not only our customers that appreciate Brenda's positive and customer-orientated approach. Her colleagues appreciate her skills and look to her as a role model. Brenda motivates, inspires and recognizes her peers and challenges them to exceed customer expectations. She does this by creating a positive work environment that begins in the briefing. She prepares for her briefings by staying current on all issues and searching for innovative leadership techniques. She even does a dry run of her briefings with her husband to ensure it is the best it can be. Brenda seeks feedback from her peers and managers for continuous development and growth. She makes it a point to build positive working relationships with all work groups. Ground knows it will be a successful boarding and deplaning process when Brenda is Purser. She is willing to do whatever it takes to make all of her flights successful. Her philosophy is "there is no I in team." Brenda wears her wings with pride and always looks impeccable."

Customer D. Broyles writes: "Brenda was outstanding and her professionalism the best! Wish all NWA flight attendants were as good. Thanks for making my trip the best ever! Hope to fly with Brenda again soon."

Customer S. Gooch writes: "Brenda did an excellent job. The attitude and service provided made this a fantastic flight!"

Customer D Clarey writes: "Absolutely the best service on a commercial flight! The attitude of Brenda made a long flight a pleasure."

Customer J Harlan writes: "Brenda is a perfect example of how "it should be!" Thank you for a terrific experience! 6 stars!"

Brenda excels every day and is continually exceeding the expectations of her customers, managers, and co-workers. She is committed to making a difference with every passenger she encounters – this makes her the embodiment of the Northwest Airlines vision and secures our future on a daily basis.

Regards,
Mona
MEM Base Manager