LUV Mail

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What is Southwest LUV Mail?

Each month, we get hundreds of letters, emails, and phone calls from Customers who share stories about our Southwest Warriors providing Legendary Customer Service. We LUV these stories, and we are always looking for creative ways to celebrate our Employees. LUV Mail highlights some of our greatest Employee tales, told by you, our LUVing Customers.

From: Michele Logan

A “Coca-Cola” Connection

When Southwest Customer Michele Logan asked OAK Flight Attendant John Nichols for “the whole can of Coke,” he handed her a can with the endearment “BFF” emblazoned across it, which is part of Coca-Cola’s “Share a Coke” campaign. Michele and her travel companion surely did make a “BFF”—“Best Flying Friend”—in John!  They were thoroughly impressed by... read more

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From: Eli Rodriguez

Customer of the Century

In his book, Still Foolin' 'Em:  Where I've Been, Where I'm Going, and Where the Hell Are My Keys?, Comedian Billy Crystal shares his thoughts about aging, and he fondly remembers how his mom told him every year on his birthday to "Do something special."  Southwest Airlines Customer Ina Mae Stringfield certainly took this advice! She and four travel companions tookoff in... read more

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From: Sandra Curley

Dancing David

SFO Customer Service Agents Antoinette Lewis, Camille Fisher, and Tiffany Hayes and SFO Assistant Station Manager Nichole Smith really know how to share their Fun-LUVing Attitudes with our Customers! SWA Customer Sandra Curley and her son, David, were waiting to board their flight to SNA when these ladies hosted their very own dance contest in the gate area.  David won; he... read more

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From: John Ruppel

Goode Service

SWA Customer John Ruppel was having a difficult time—his mother’s health was deteriorating, and plans for travel were up in the air. Mr. Ruppel spoke with HDQ CR/RR Representative Marty Goode, who completely took control of the situation, calling Mr. Ruppel weekly to check in, and, when the time came, arranging travel plans for him to get to the memorial service. In his... read more

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From: Flight Attendant Heather

Coffee from Chris

Oakland Flight Attendant Heather and her Fellow Crew Members did not have enough time to get coffee before their early morning flight, however, Washington Dulles (IAD) Ramp Supervisor Chris Willis was happy to bring the coffee to them!  The next time that Heather began her trip at IAD, she was met again by Chris who made sure that the Crew started their day off right with... read more

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From: SWA Customer

Sweet Customer Service

Recently, one of our Customers wrote in about her Rapid Rewards Drink Coupons—she explained that she will not use the coupons that had been sent to her, but hinted that she loves chocolate!  Much to her surprise, she received a package from HDQ CR/RR Representative Elly Jurgensen that contained chocolate almonds and a king-size Hershey candy bar!  Elly, we applaud your... read more

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From: Gregorio Giorgo

LUV Mail: Digital Discussion

Gregorio Giorgo is currently taking a Business Senior Seminar class and recently he and his peers read a 2013 case study about Southwest Airlines.  Gregorio wrote to us explaining what an important role PIT Customer Service Agent Judi Grandy—who is the mother of one of Gregorio’s classmates—played in this assignment.  Although Judi was on vacation in Florida, she took... read more

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From: Customer Service Supervisor Xaver

Taking Care of our Customers

A Customer onboard Flight #143 was experiencing abdominal pain; however, since he did not speak English, the Crew was unable to communicate with him.  BWI Customer Service Supervisor Chris Dougherty wasted no time and stepped in.  Chris acted as translator between the Customer and paramedics, and, with the information provided, they were able to give the Customer the medical... read more

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From: Bill Collins

‘Off the Clock’ Service

Traveling with small children can be a little bit of a challenge, as SWA Customer Bill Collins realized during a recent trip with his one-year-old and four-year-old daughters.  With his daughters, car seats, backpack, and stroller in tow, Mr. Collins approached the Operations Agent in hopes of family boarding so that he could have some extra time to stow his belongings and... read more

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From: Jeff Wright

The ‘Wright’ Way to Fly

As Employees of the LUV Airline, there is nothing we enjoy more than reading a good LUV story!  Customer Jeff Wright reached out to us recently to share how Southwest has helped him connect to what's important in his life—his wife of 14 years—through friendly, reliable, and low-cost air travel. Jeff was recently traveling home from a business trip to celebrate his and... read more

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