U.S., Nov. 22 -- She was declared an eTN Heroe in July, and she just received the Customer Experience Award f rom KLM Dutch Airline in Amsterdam. Regina Fernandez Ortaleza is a shining example on how customer service can pay off not only for the customer when done well.

A Philipino based KLM Call Center customer service agent made a huge difference in the travel experience of an American traveler trying to board a KLM Codeshare flight in Moscow. Regina Fernandez Ortaleza managed to do the impossible for Liana Cemenski, a KLM passenger from Minneapolis, Minnesota, USA.

Skyteam Alliance failed, Delta Airlines knowingly gave wrong information, KLM Code Share Partner Aeroflot failed, and KLM Customer Service Agents in Moscow simply refused ...