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: Tim Murphy

Brotherly Ball Game

April saw the celebration of National Sibling Day on the 10th and the beginning of the Major League Baseball season.  We share with you a letter that we received last baseball season that still rings true in the hearts of Southwest Employees and the Murphy brothers. On June 30, 2014, my flight to Providence was cancelled due to bad weather at Chicago. I was traveling with... read more

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From: Jordan Brooks

All’s Fair in Open Seating and Crosswords

We’re in the thick of March Madness, having reached the “Sweet 16” stage of the NCAA Basketball Tournament this week.  As like-minded fans congregate to cheer on their teams and ardent adversaries face off in heated hard-court battles, we bring you a LUV Mail story that shows how open seating can turn rivalry into romance and how onboard magazine crossword puzzles can... read more

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From: Harvey Bodker

Now and Then … a LUV Reunion After 50 Years

After reading some heart-warming stories in Southwest:  The Magazine on a recent flight, Harvey Bodker was inspired to tell his personal LUV story:  the story of how Southwest helped rekindle a love that was over 50 years old. Harvey Bodker and Sandy Moses started dating when they were in high school in the mid-1950s.  They parted; went to different colleges; married other... read more

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From: Peter Foley

Seeing Double

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

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From: Jennifer Meneray

Merry Oinkmas and a Hospigable New Year

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

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From: Bonnie Carroll, TAPS President and Founder

San Diego Employees Assist The Tragedy Assistance Program for Survivors

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

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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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