Charlottesville-Albemarle Airport

I applaud your efforts in customer service. I exclusively fly out of and into CHO when I fly for business. I’m consistently pleased with the personal attention by the staff who make me feel as if they remember me and are glad to see me again.
I usually arrive for flights quite early and appreciate the free wifi and work stations so I can easily squeeze in some work time before I board. I’ve noticed that the wifi is not as reliable as it could be, with connection dropping pretty regularly. It’s important to me, and probably other business travelers, to have the wifi be more consistent and reliable. I’ll be “testing” the wifi at CHO this week when I fly out for yet another business trip and I hope to find that it’s no longer an issue.
Thanks again in your interest in and commitment to continuously improving customer service.

I travel quite often. CHO is a great airport compared to what is offered from airports of that size. I would love to see more food vendors, or at least a nice coffee stand on your gate side. The people are great. I see a drop in quality of personal service from Charlottesville when I land at large airports (up north!)

Thanks Matt!  We are negotiating with The Market for a different set-up on the secure side right now.  They are interested in moving their door to the secure side so they can once more sell coffee, soda and Virginia wines, which has been a significant financial loss for them.  What do you think about moving the entrance back to the secure side?

Barbara

At CHO now and can report that the wifi is working perfectly—and fast! Thanks.

How come the door to your sundeck is locked? I think a place like that to read a book is unheard of at airports, and would be really cool.
I watched a family order a pizza instead of paying the high prices in your store. chicken salad sandwich, drink, and chips for almost $10, for 1 person!
I do love the size of Charlottesville airport and the views from your Gates.

Can you upgrade your vending near the gate? Maybe coffee for a late flight returning passenger.

Unfortunately, TSA requires the sun deck door be locked.  We do not feel there is a security risk because only screened passengers would have access to the deck, but we have not convinced TSA to agree.

B.L.:  The Market would like to move its entrance to the secure side to exclusively serve screened passengers.  We hope to negotiate better hours if the move is approved.  Otherwise, we have been seeking an acceptable coffee vending machine and plan to install one.  Thanks!

I had believed that CHO is a small but nice airport. Sadly, after my luggage was delayed by United Airlines for 12 hours, then further delayed by CHO for more than 36 hours, I will not think that way.

Now, according to the UA baggage-track, my luggage is still at CHO, waiting for some kind agent remember to deliver it to the hopeless customer. It is already delayed for 48 hours. How long will I be waiting?

After I contacted the United Express at Cville airport directly, I realized that there was a communication problem between United airline bagtrack and local airport. I also realized that the CHO baggage-delivery service is quite efficient. I had my luggage this morning, and appreciated the efforts of the UA staff in CHO.

Last week, I was traveling to Atlanta to teach two classes over the weekend.  Unfortunately, I missed my departing flight.  Jason Keyton, a Delta representative, was able to book me on United flight out that evening so that I could start class on time Saturday morning.  He also made sure my return flight would remain on Delta so that I could have a direct flight home.  My travel agency did not return my call until Monday afternoon which was too late to help me in my time of need.  Jason worked hard to resolve my issue as well as treat me in a professional manner.  He was truly a “life saver” and a wonderful representative for Delta but also the CHO staff.  Thank you so much for your help!

Hi Jason.  I hope you’re having a good day.  I agree that customer service in airports is getting better every day.  It has to… in my business, if I don’t get better and better with customer service, my competitors (who do) will just scoop up my customers.  It’s not that they are not loyal, it’s that their loyalty is dependent on their perceived benefit.

All I can say is, it’s so cool that your asking for comments/suggestions from customers for the betterment of your airport, I mean, there are some airport who doesn’t care if their customers are comfortable or not. I know, because I’ve experienced it not only once but many times.

Wishing you good luck on your goal to improving more!