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.