As a Florida Resident Seasonal Passholder, I was making reservations to visit Disney World to spend Mother's Day at Riverside's Magnolia Bend and the Epcot International Flower & Garden Festival, an annual must on our list. We also try to visit the World once a month from late November to early June.

Therefore, calling the Passholder Hotline is something I do often. In the recent past some experiences have been less than Disney-like. The person that I would get on the phone did not seem very knowledgable about the World, not terribly accomodating, and often would be difficult to understand, i.e., did not have a good command of the English language.

This time my "there's Disney quality and then there is everything else" feeling was restored.

Bano was cheerful, accommodating, knowledgeable, and very easy to understand. She was not hurried. She offered good suggestions. She even offered me the opportunity to name a specific room that I would prefer. She showed great appreciation that we were frequent guests at the World, treated me like I was a most valued customer, and conversed with me as if I were the expert. Moreover she got us great room rates and tried very proficiently to get us reservations for the Epcot Mother's Day brunch, which only had two separate seats left; however, she suggested I call again to see if there were any cancellations.

I think that behind-the-scenes Cast Members like Bano need to be recognized just like those who help us in face-to-face live situations. I will probably never meet Bano, but I feel that she deserves some kudos for her Disney-like service to me and I'm sure others. Since I will never meet her, however, I can't personally give her an award, but hoped that there was something that you could do.

By the way thank you so much for giving us grateful Disney fans a way to say thanks to Cast Members and encourage them at what has been, I'm sure, a difficult time since the 9/11 downturn in tourism.