I had the chance this afternoon to speak directly with director Kevin Smith. I let him know that in my 18 years here at Southwest, I have never dealt with a situation like what has been unfolding in the last 48 hours. I let Kevin know we have refunded his airfare.

Longtime Customer and Southwest friend, Drew Ramsey accompanied the ferry flight carrying volunteers from Dallas to Boston for our inaugural service.

This past Saturday, I had the honor and pleasure of joining approximately 80 Southwest Airlines Employees on the ferry flight from Dallas Love Field to Boston Logan Airport.

At Southwest Airlines, we like to say, “we are in the Customer Service Business, we just happen to fly airplanes.” We make promises to our Customers that our Employees keep, each and every day.

Gory Bateson, musician and Southwest Customer, sings his original song, "Southwest Never Broke My Guitar," before his concert trip to Fishkill, Alabama.

To see more videos by Gory, visit his YouTube channel: http://www.youtube.com/user/nictruj

We work hard at Southwest Airlines, making sure our Customers are entertained and continue to come back to Southwest for all of their traveling needs.  We want to make sure that our Customers are continually impressed by the lengths we go to make them feel appreciated and LUVed.