I've told this story to a ton of people since it happened. Everyone (including several folks with lifetime status at other airlines) agrees that no one—not even another Peter Foley—but a Southwest employee would have got me on that flight. I don't know what Southwest does to make your employees so happy and helpful but please keep doing it. Here’s my story: This... read more
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.
What is “hospitality”? I’ve personally challenged myself to take a look back at this word and this idea that sometimes seems old-fashioned or out of reach for someone like me, who is far from being Martha Stewart. I have long felt like I was missing the hospitality gene, but a recent Customer story—and really almost all of the LUV mail stories that I come across on... read more
One of the ways that we can thank and honor our military heroes is to take care of their loved ones. The Tragedy Assistance Program for Survivors (TAPS) is doing so by providing compassionate care to those grieving the death of a loved one serving in our armed forces. Recently, San Diego Employees Barbara Pellegrino, Brandon Cruz, and Rudy Cervantes had the opportunity to... read more
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
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
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
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
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
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
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