KLM Captains
5 years ago I was flying KLM from Inverness back to HKG. My first (of many connections) was tight at AMS. I inquired about my connection after departure and received a handwritten note from the Captain reassuring me about my connections.
This took 30 seconds but has impacted the way I feel as a customer about KLM and the way I discuss the airline with my peers.
Good job Captain R!