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Your Favorite Southwest Story

I’ll never forget the day I spoke with the wife of one of our most frequent flyers who lived in California. That day, she wasn’t calling with a normal question about her husband’s Rapid Rewards account. My mouth fell open as I learned that her husband had just passed away in a train accident. She said she had so many other phone calls to make, but she called us first because a Southwest plane was like her husband’s second home. As I got off the phone, I sat in silence for a moment—I wanted to do something—show her somehow that I, Southwest was thinking about her in such a difficult time. In our phone conversation, she mentioned that her husband loved the outdoors. I visited www.arborday.org, and donated some money to have 10 trees planted in a forest near the Customer’s home. A few weeks later, I heard back from her. In tears, she told me that Southwest was more than just an airline, we were like family. This is the company I work for, who empowers Employees to do the right thing.