Dear MEM-Based Flight Attendants:

I am pleased to announce that the 4th Quarter Team Corporate Award Recipients have been awarded to the following MEM Flight Attendants. The awards are presented to NWA employees and are designed to recognize the focus, contributions and efforts of our people and in their quest to secure our guiding principles.

Jennifer Fletcher-Tyson: Excellence Award Jennifer has received numerous customer recognition letters complimenting her exemplary service. One World Business Class customer in particular (a former Director of Special Services for Eastern Airlines) commented on her courteous and attentive attitude and wrote, "Jennifer gave the type of service I used to see in the "old days". I understand and recognize the effort it takes to work a ten hour flight. She was just as courteous and attentive in the tenth hour as she was in the first hour. Her dedicated and sincere efforts made my trip most enjoyable."

Charlotte Woodward: Excellence Certificate Award Charlotte really takes to heart the safety portion of the pre-flight briefing. She makes quite an effort to exemplify the safety standards we discuss; I observed her wiping away excess ice and water from the galley floor before the customers began boarding, making sure the latches are secure on the carts as well as the cart doors, all the compartments are closed and secured. Other managers and co-workers have noted Charlotte's tenacity as well, whether it comes to safety, or any other aspects of customer service while performing her duties as a flight attendant. Charlotte is a favorite among customers and co-workers alike. She is among the Memphis base's top commendation winners, and has been recognized several years running as such.

Patrick Alvord: Caring Award Patrick went above and beyond in the way he cared for an unaccompanied minor. The flight from ABQ to MSP experienced a maintenance delay coupled with deteriorating weather conditions in MSP due to snow. Patrick called the child's father to inform him of the situation and called back periodically with updates. He also provided the father with his own personal cell phone number in case he needed to reach his daughter. In the end, the mechanical was repaired and the weather conditions improved so the flight was able to depart MSP. The father was amazed at the level of customer service he and his daughter had received and asked Patrick what possessed him to handle the situation the way he did. Patrick replied, "If I was a parent, that is how I would want it to be handled".

Russ Callison: Caring Certificate Award During the flight our customer needed medical attention and according to Captain Simpson, Russ Callison's performance was outstanding. In particular, he commented that Russ relayed information to the flight deck that was required to pass on to Dispatch, DTW operations and paramedics. He stated the customer's husband commented to him that Russ did a "fantastic job" and that they were "very thankful." Captain Simpson also commented on his "exemplary" professionalism throughout the three day trip he worked with him.

Frankie Ashcraft, Judy Lewis: Team Caring Certificate Award The death of a passenger onboard a flight can be one of the most stressful and emotional situations a crew can encounter. On a recent flight, a couple was traveling to attend their son's funeral when the husband experienced a heart attack. The flight attendants worked quickly in paging for medical assistance, administering CPR, and in having the flight diverted. Unfortunately, the passenger did not survive. The crew remained calm, poised, and professional. They displayed comfort and reassurance to the wife, who elected to continue travel to her son's funeral. The responsiveness and empathy displayed by the entire crew in being able to continue to fly and maintain composure while comforting a passenger, who just lost both her son and husband was truly heroic.

Rosemary Cunningham, Deborah Brower, Terry Brown, Julie Hilsgen, Dana King Mulvihill: Team Caring Certificate Award Unfortunately that evening, our extra flight attendant was needed to crew another flight, leaving FLT 58 with a minimum crew of six; understandably not the best news as they all began their evening. But they all took it in great stride and prepared themselves during the briefing on how to approach the main cabin service with only four flight attendants. For many of them this was to be their first experience working on the AMS flight with a short crew. During the briefing they were all very participative and attentive as our purser Rosemary Cunningham and Terry Brown, the main cabin coordinator, expertly guided us through the details the service. When we arrived at the gate, we learned there were two potential issues that may delay the flight; three tires needed to be changed and a circuit breaker malfunction in the flight deck was actively being worked. The decision came to board the flight and after a smooth boarding process, we learned that while the tire change was completed, the other issue in the FD was not resolved. With no real estimated departure time in mind, the crew began to make sure our customers were comfortable and offered them some water to drink. After the maintenance department advisory time came and went and there was no real estimated time frame for repair, it was decided to allow the customers to deplane. The steady stream of customers as they worked their way through the cabin and off and on the aircraft kept the crew very busy; serving cold drinks, coffee, snacks and doing their very best to keep the customers informed and comfortable. I was very impressed at the level of attention and caring displayed during the almost three hour delay. Following the great example set by their purser, Rosemary Cunningham, the entire crew remained calm and composed. They answered questions, addressed concerns and remained visible and available to our customers, all the while conducting themselves as the poised, professional team they are!

Please accept my sincere thanks for a job well done. Thank you for our focus on people and for your valuable contributions.

All my best,

Regards,
Mona
MEM Base Manager