I want to give a small shoutout today to a very special man at LAX, Bruce Lesher, who went above and beyond during a recent trip, demonstrating why I am so loyal to United Airlines.
Bruce, A United Airlines Gem At LAX
I’ve mentioned Bruce before on Live and Let’s Fly, going back to 2013, when he helped my uncle and me during a bad delay that nearly cost us our long-awaited journey on Singapore Airlines in Suites Class. He has been with United for over four decades and is a staple of the United Club in the morning hours. It is a pleasure to see his smiling face (behind a mask, of course) whenever I travel through LAX on United.
Bruce is an engaging employee who loves his job…it is so clear and so great to see. I’m hardly special: I see him dispensing his signature graciousness to every passenger he encounters.
But on a recent morning, he really went above and beyond to make my day. I had begun walking toward Terminal 8 for my flight (down a long hallway from Terminal 7 where the United Club lounge is) when all of a sudden I heard a voice. Bruce’s voice.
“Mr. Klint! Would you like a ride to your gate?”
I turned around and saw he had pulled up a golf cart beside me. He had a VIP passenger sitting next to him (I won’t name him, but perhaps you can tell from the picture below) but invited me to have a seat as well. We took off down the hallway and I was soon dropped off at my gate with a big smile and thanks for my loyalty.
What an amazing gesture.
Of course I could have walked. But it wasn’t about that. It was about recognizing me, thanking me for being loyal to United, and showing the sort of hospitality that has confirmed my decision to stick with United Airlines in 2022 instead of trying renew my Executive Platinum status on American Airlines.
Every airline has its gems, but Bruce is certainly a prized diamond at United Airlines. Loyalty is not won through prices and route networks, as important as those things are. Loyalty is won through little gestures like that of Bruce’s at LAX.
On a different topic. Both Indonesia and Malaysia are reopening.
Perhaps a good idea for Hyatt mattress run enthusiasts
@Matthew, did he ever work at LAX’s former IFL/GFL? I recall that it had excellent staff, despite the dismal physical space.
Yes, he did.
That’s the Prime Minister of Gabon, an African country!
The fact you thought you had to put “an African country” to your sentence is hilarious. What other type of country would it be? Narnian? LoL
Did he thank you for your loyalty or your loyally?
Is that Jim Brown in the cart?
OJ
Couldn’t agree more, Bruce is one of United’s finest!!
My husband and I think is a Gem as well. Have known him for 25 years!!
LAX is my home and have known Bruce for many years. Truly a Gem is an understatement.
The dreaded T8 hallway, that hallway was under construction for over a year and they couldn’t make it wide enough to have travelators…
Since I moved to LA 7 years ago, I have encountered Bruce at least once a week for the past 7 years. One of the nicest and friendliest people on the Planet. I Treasure his smile, handshake and chat on every visit !!!! He makes my weekly trips to LAX and the United Club a happy experience !!!!!, Hats off to Bruce, You Are A True Gentleman and A True Treasure !!!!!!, Thank You !!!!
Bruce is one of United’s finest, I truly think of him as a friend. He is one of the few bright spots of LAX.
That is LL Cool Jay
I’ve said this before when you’ve talked about him – I’m glad you had a good experience, but I had an interaction with Bruce where he was fundamentally wrong about a policy and went out of his way to make life difficult for me with subsequent agents in order to try and prove himself right.
It was the worst interaction I’ve had with a UA employee in 1.6MM of travel with the airline, and the second worst of any interaction with an airline employee ever (the worst was a TWA flight attendant that resulted in that flight being my final TWA flight after 300K miles with them).
I guess everybody has a bad day, but given that I was not being a jerk, his response suggested that I wasn’t the only person he has been an a$$ to.
Carry a grudge much?
I say that because based on your comment you seem to indicate that you’ve told this story before and perhaps every time Bruce gets mentioned.
I don’t know Bruce but he like every human is capable of making mistakes and having a bad day. Compare your interaction to all the comments from people who love the man. Maybe it’s time to let go, give the man some grace, and move on?
It was a very bad experience, so yes, I do carry a grudge, but the only time I ever think about him is when Matthew posts his over-the-top love letters to the guy.
There’s a weird almost fetish about certain airline employees among the frequent flyer community. “Annie” in SYD is another person. She was perfectly pleasant when I traveled multiple times through SYD. But honestly, in my experience, she was no more pleasant or engaging than 99+% of the UA team members whom I encounter. I totally recognize that other people had phenomenal experiences with her, but mine were nothing more than consistent with the high level of friendliness, service and attention that I get from almost all UA employees. Maybe it’s because I’m not a “regular” in any particular airport. Even at my home hub of SFO, I try to time my drives to minimize my time at the airport, so I’m rarely in the United Club for more than the time it takes to use the restroom.
And that’s why Bruce sticks out in my mind – he was exceptional, and not in a good way. Matthew has much more positive experiences, but to say that Bruce is a “prized diamond at United Airlines” doesn’t tell the whole story.
There’s a reason why I have 1.6M lifetime miles with United, and that’s because all of my other interactions with UA team members were vastly better than my interaction with him.
Bruce is THE Man. He has bailed me out of impossible situations for 25 years – at the old place and the new.
Can we clone him?! He knows you by name and happy to see you. During Covid when I was the only guy in the lounge he chatted. He should write a book. I’d sit at his feet and listen to his stories…
Godspeed Bruce!
I would love his chapter on Greg.
What a Bum.
Your “Suites Class” Singapore flight. I would be more impressed if he picked up a disabled person or a pauper or someone that was in a hard spot.
He picked you up because you can write nice articles about him. What an empty bag of hot air you are.
You really show your ignorance when you write disparaging comments like that. Anyone who knows Bruce knows that he helps ALL people with dignity and grace. His help is not means tested…
I’m genuinely asking, acknowledging that because my one encounter with the guy was poor, I may be maligning him unfairly.
But is he beloved because he takes care of regulars really well? It seems like the people here who sing his praises are LAX based.
I saw him the other morning, he is great! Also saw him in the Polaris lounge reopening pictures! I am hoping to make it into the LAX Polaris lounge soon!
And I agree with you that little gestures like this do mean a ton for loyalty, but I don’t see how you could have even considered going after AA status instead of UA. Maybe AA will improve with Isom, but I think Doug Parker has run AA down the drain and turned it into a low cost carrier.
I love UA more than AA in almost all areas, but I love oneworld status and already have lifetime Star Alliance Gold status, hence the real dilemma.
Could you describe the differences between Star Alliance Gold and the comparable Oneworld status? I’ve always felt that OW’s route network was way too small, compared to the former.
What I like about OneWorld emerald status (the third and highest tier) is first class lounge access, offering access to such great lounge all over the world, including in my hometown of LA.
Star Alliance is by far the most valuable alliance, but I have earned lifetime Star Gold status by flying over 1MM with United and thus the 1K status is nice, but not as essential because I will never fall below UA Gold.
I see! Thanks for the insight. OW emerald sounds fantastic. I wish *A had a 3rd tier of status. I’ve been Star Alliance Gold for more than a decade, but find it difficult to attain lifetime UA status for the moment being.
Sadly, in addition, my international travels make *Alliance necessary most of the time, as in many countries (Turkey, for example), the local flag carrier absolutely DOMINATES the market there.
Bruce Lesher should get United’s Employee of The Century award complete with statue at HQ. If the company could bottle his magic and distribute to every new hire they would have no competition. My family, traveling companions, and clients have never failed to remark about his amazing skill and positivity in dealing with issues large and small. Thank you Bruce for all you do. I hope United realizes what a valuable asset they have in you?
Bruce has always made me feel like a VIP, though I am not one! He is truly a gem for United Airlines and has been so for so many years.
In February of 2021 was taking a flight from LAX to HNL and asked the United Club service desk for a hard copy of my boarding pass as I was surpassing 3MM on the flight and wanted the flight crew to sign it. Somehow Bruce got the word and showed up at the gate congratulating me and stayed with us during the boarding process. A class act, United should figure out a way to clone him!
Late to the party but wanted to chime in that hubby former Global Services (i.e. we’ve spent a lot of time at LAX our home airport at United!) have had lovely experience with Bruce as well. The ground staff at LAX is really great in general. Fru – haven’t seen her in ages but she used to run the First Class lounge. Rebecca and Florence also great. Marlene who often works those dreaded international arrivals at baggage claim…always with a smile on her face. A woman name Doris Gunnell used to work gates there but UAL plucked her out and has her opening new stations internationally (like Venice and Athens). If I could travel United every time I’d be happy!
The LAX staff is great indeed!