Nuts About Southwest

As a Correspondent on the Outreach Team in Culture Services here at Southwest Airlines, my primary responsibility is to read and respond to all the compliments (fondly referred to as “LUV Mail”) that we receive.  I never tire of reading these stories and ensuring sure that proper acknowledgement is given to the Employee(s) being commended. 31 ... read more

The airline industry is full of “numbers” and so many of them are important to our bottomline.  Well, here’s a number of which I am very proud—it’s the External Commendations to Complaints (Rudeness) Ratio, and it is outstanding!  For the first quarter of 2010, we received 9.82 commendations for every ONE complaint.  I can’t think of a better indicator that our Employees are co 27 ... read more

  When you work in Customer Relations/Rapid Rewards (CR/RR) you can never say that you’ve seen and heard it all because you will always receive another “fetching” letter or telephone call that is completely unique.  For instance, in February of this year, I responded to the plea of someone who was "begging" to be allowed on a Southwest Airlines f 41 ... read more

As a Culture Services Writing Supervisor, I have the privilege of reading several hundred letters each week from Customers who take the time to recognize the hard work and above and beyond efforts of our Employees.  We also receive tons of “fan mail” from Customers who LUV and appreciate our overall service (safe, reliable air travel at an affordable price!).  Most recently, as you can 26 ... read more