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

 I don’t think you will be surprised to hear me say that we are in the midst of one of the most challenging times in aviation history.  In fact, it’s my opinion that this decade has been the most difficult in our industry’s 100-year history, and this year is arguably the most difficult we’ve seen this decade.  While Southwest Airlines is prepared for these tough times, we are certa