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SWA Blogger "Makes Good"

blusk
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You work with someone in the next office for six years, and you think you know them.  Then you see them featured on the front page of Sunday's The New York Times.  One of our bloggers, Fred Taylor, is that guy, and this article ran on the front page yesterday.  Way to go Fred!
61 Comments
Cindy9
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I read this article early this morning on CNN..I know it surprised you but it really didn't surprise me at all.. All of you at SWA are so far ahead of the rest of those airlines that in my eyes I'm not sure they can ever even be seen as competitors.. Your just in a totally different class, way above the other guys.. You started out with so much more..That caring attitude has brought you to a place that is beyond all the other airlines grasp.. As they say, you can't teach an old dog new tricks, too bad they didn't realize from the beginning what you have known all along...........No tricks, just absolutely great customer service.. What can I say...........................Congrats once again to the company that has worked the hardest in assuring each of us that you are not only here for us but for each other and hey, what can be better than that?? Luv you guys!!
chuchoteur
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I'm constantly surprised at the fact that nobody else really has picked up on this core value at Southwest. Today's low cost airlines "copied" the Southwest "Model", but failed to notice that great customer service was the biggest differentiating factor - perhaps even more so than price! Humane, personal and fun travel is one of the things that has people coming back for more, as well as making for the best place to work it seems! :o)
Judy
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Any guess when we'll be able to book Thanksgiving travel?
Francisco_Delga1
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Great story.. it is about time someone writes something good about Southwest.............. many people complain because Southwest does not accept e-mail complaints, instead they do things the right way with a personal touch.. way to go.... they really luv their customers.. USS BLOG BOY HI BRIAN THANKS FOR THE CANDY CORN!!!
Greg5
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speaking of costumer service ! what are the plans for dulles I don't see us adding to/from cities and GROWING from washington Dulles. what's the thought of SWA going to Dulles?? I am scraching my head still on this SWA Airport but glad they came to dulles ! Was it a mistake for SWA to go into Dulles I am just wondering ? will we see any new flights in-out of dulles SOON!? or was it just to fly to FL, Chicago and vegas and thats it? Let's grow at dulles and make united mad lol !!
FriendofBlogBoy
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Congratulations to Fred AND Southwest for the great positive publicity!! Yes, Raphael, it is a frequently overlooked attribute of Southwest that they have been doing what everyone else just talks about for years now. Finally, some recent egregious events at other airlines have brought to light the need for some proactive efforts to utilize the "A" word. For a long time in the business climate in this country, it was considered the 'kiss of death' for a company to admit fault or blame or in any way use the "A" word. Corporate lawyers warned that an "Apology" was tantamount to an admission of guilt which was an open invitation to lawsuits with huge financial awards. But, in what was probably the first, and certainly largest response to date, the makers of Tylenol jumped out and addressed the issues regarding the tampered pill bottles and demonstrated that you CAN make people happy if you just talk to them. Their actions made it clear that although what had happened was not THEIR fault, THEY were taking responsibility for it and working hard to restore credibility among their customer base. While that concept may be foreign to some aairlines, whether they are blue or any other color, Southwest has been figuratively reaching out to their Customers who may feel victimized by a flight experience and trying to make amends. Clearly, Fred understands that apologizing won't make what happened 'go away' and you can't ever give back to someone hours that they have lost, but he knows that the use of the "A" word goes a long way towards expressing the two-word phrase that is really all most folks want to hear: "we're sorry". Kudos to Fred on a job well done! Kim P. S. Fred, do ya need any help writin' those letters? I know how to type! 🙂
LISABETH_RYDER
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I WOULD LIKE TO BE ABLE TO LOOK UP MY CONFIRMATION CODES FOR PENDING FLIGHTS ON THE WEB USING MY RAPID REWARDS NUMBER. CURRENTLY I HAVE TO CALL THE 800 NUMBER TO GET MY CONFIRMATION CODE BEFORE I CAN CHECK IN. ALTHOUGH I CAN USE MY RAPID REWARDS NUMBER TO CHECK IN AT THE AIRPORT, WHEN I CHECK IN ONLINE, I HAVE TO USE ONLY MY CONFIRMATION CODE. OFTEN MY TRAVEL AGENT FORGETS TO PUT IT ON MY EMAIL ITINERARY. PLEASE PUT A METHOD FOR LOOKING UP THE CONFIRMATIONN CODE USING MY RAPID REWARDS NUMBER SO THAT I CAN DO THE PROCESS ON THE WEB WITHOUT HAVING TO CALL THE 800 NUMBER. THANKS YOU, LIZ RYDER
Matthew_Krueger
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Will Southwest please fly into Pensacola, FL. There is a huge demand for quality service between Pensacola and the D.C area. All off the carriers out of Pensacola act as if they are doing us a favor. Every flight is booked. Please consider Pensacola as a half-way point in between that huge geographical divide of New Orleans and Jacksonville,FL.
pcerda
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Liz, Actually, there is a way to pull it up by your RR number...HOWEVER, from your issue it sounds like you usually go through a travel agent. T/A's I've seen since I've been here are pretty good about giving us the Rapid Rewards numbers when they have it. You would have to be logged into MySouthWest in order to see future flights when you book them, otherwise, they won't show up. Then again, a few of them DO forget to put on the SWA conf. code and instead put on the Sabre code. Could you just ask your travel agent to put on the SouthWest confirmation code rather than the Sabre confirmation code? We always give them the code when they call us (or at least I do!).
Jeramy_Brian1
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Hey Kim, Did you happen to see the texas vs. usc game yesterday? That was a good game...
Cindy9
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Lisabeth, Become a RR member and you can access your itineraries thru My Southwest on the site... Give your travel agent your RR # (Rapid Rewards) and have her book it under your # and you can pull up your trips easily... Not only will you be able to pull up your trips but you will also earn free trips quicker than any other airline...
Cindy9
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Oops Liz, Sorry, I should have been a better listener/reader.. If your travel agent booked your reservation using your RR # you can go into travel tools and click on MySouthwest@southwest.com and your itinerary should come up on that page...It shows your confirmation # there.. Hope that helps!!
Matt
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That has to be one of the BEST articles I have ever read. It paints us as not perfect but when we're not we do our best to apologize. Can you say the rest for the other airlines? I'm so proud to be a part of LUV!
Phil_Willman
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What a great article! Way to go Freddo!!
Ryan_H
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This article was great to read. In fact, I was just talking to a friend yesterday who had her son fly from Texas (he's in college) to Chicago for a visit. There was a delay of some sort, and they received a letter and a voucher towards a ticket in the mail a couple of weeks later. She was pleasantly astounded as she or her son had never called/written to complain about the delay. Because of this, she said she would certainly consider SWA for future flights. So another happy soon to be customer!
FriendofBlogBoy
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Sorry, Jeramy, for some reason, my cable company discontinued the delivery of all sports events and sports scores to my house right before that game, and oddly enough, my newspaper delivery person (I guess it is not PC to call 'em a 'paperboy' anymore) has failed to bring me my paper since Sunday morning. However, I'm confident that my Longhorns once again vanquished your Trojans in yet another sport. By the way, did I tell you that I've moved? Yup. Sold my house in Texas and moved to a nice place right alongside the shore of a large river in Egypt. Steadfastly oblivious in burnt orange, Kim 🙂
Jeff_Curtis
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I am a RW member and love SWA. Problem: I live in Greenville, SC and have to drive 3.5hr to RDU to fly you guys. You need to come to GSP!!! You would immediately draw customers from N Ga, who hate the drive to ATL...customers who drive to CTL to fly US Scare (ugh!) and of course everyone in the booming Upstate of SC!!! How do I go about presenting my business plan to your marketing folks? Please write me, you have my email. Let;s give USAir the biz guys!!!
Jeramy_Brian1
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Haha Kim. You are a funny guy. USC destroyed your beloved horns by 19 points. It looks like kevin durant is going to go pro. I hope he goes to the lakers. Has anybody seen the movie "300"? It's a good movie.
FriendofBlogBoy
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Jeramy!?! Are you serious? USC won? Gee, I hadn't heard that. I really do need to contact my cable company about getting service restored here. Has anything else been going on that I missed? As far as "300" goes, my son, who was home from UT last week for Spring Break, tried valiantly three times to get together with some friends from our church to go to the movie, but each time, their plans fell through. Too bad that none of them got to go while college was out, now that they're all back, I guess they'll just have to skp classes to go see it! LOL By the way, you weren't joking about the game, were you? Did USC really win? Gathering a nice burnt orange sun tan here on the beach in Egypt, Kim 🙂
joe-mdw-plane-d
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Kim, you know that piece of paper that the cable company sends each month that says amount due? That is your sports bill. No pay= no longhorn victory! Oh well, lest you didn't flush out of the nit like Michigan did. BTW they need a new coach and I know you have some time available so how about it? One roll per envelope. Do not moisten. Ding! boy Joe Friedmann
Erin7
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Kim, Sorry to report but Texas packed their bags and headed back to home..USC gave them a school yard beating..now enough abouth that..Lets talk about my Ducks...go Oregon erin
FriendofBlogBoy
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Erin, Is that really your name, or is this just Jeramy using a made-up name to try to continue to taunt me with some imaginary victory that he thought he saw in some hallucination? You folks are trying to gang up on me and make me believe that my beloved alma mater lost that game against the University of Sorry Californians, aren'tcha? Well, I'm not falling for your tricks. Just because you wish you had won, Jeramy, there is no reason to be ashamed to admit what REALLY happened. You may think that I didn't notice that fact that you made up a name like "Erin Gallagher" right after St. Patrick's Day, but I'm much too quick to fall for that transparent of a ruse. Joe, I appreciate you 'splainin' things to me. I thought that piece of paper was supposed to go in the bottom of the bird cage. That also gives me a clue as to why my parrot keeps repeating the phrases "additional charges", "add-on fees" and "federal excise supplemental extra superfluous taxes". Hook 'em Horns from the land of the Champions of the Universe, Kim :) P. S. Keep tryin' to rub it in, Jeramy, but don't forget where your CEO went to school. He who laughs loudest often laughs from his newest assignment as Station Manager for Southwest's newest destination, McMurdo Station, Antarctica.
blusk
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Kim I assure you that Erin is a very real person, and she is one of the ex-Delta folks that I worked with who are now happily part of the Southwest Family. She's Irish and Oregonian, and she LUVS her Ducks. Since this post is about Fred, let's not mention his Louisville Cardinals. Blog Boy
FriendofBlogBoy
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Hmmmm, If you say so, I'll believe you, Brian, since I know the Blog Boy wouldn't lie. But, I still think "Duck" is what the members of Jeramy's Un Successful College said whenever Kevin Durant came in over their heads to stuff the basket. The good thing is that if Erin is a member of the Southwest Family, she'll know I was just teasing her anyway! Howdy, Erin -- I've never met an Irish-Oreganian. I'm sure that Brian listed them in that order so he wouldn't get confused. If he had reversed it, he might have said you were an "Ore-Ida"... Kim 🙂
Jeramy_Brian1
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Kim You're right. I don't want to upset the greatest CEO in the airline industry and get sent to Antarctica. I wasn't trying to rub anything in. Your longhorns are a good team. They had a very impressive win against a VERY talented New Mexico State team. 😎
joe-mdw-plane-d
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We wont mention the LUV field candy cornians either as their season came to an abrupt end when I emptied the bag. Important notice about your ... State of Michigan certificate of no fault insurance- Ding! boy Joe Friedmann
Jeramy_Brian1
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Joe It's a shame the candy cornians didn't make it to the final four. I really thought they had a chance this year. At least they did better than the soon to be nba player kevin durant and his helpless buddies... 😎
Erin_Gallagher1
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*Will the Real Erin Gallagher please stand up* Hi Folks and Kim.....LOL...Kim I think all that candycorn you have been eating has gone to your head with you thinking that the Longhorns were still dancing. Back in 2002 Oregon and Texas faced each other in the sweet 16 round....and once again Texas packed their bags and headed home....So on Friday night while your at home Kim with your longhorns again eating candycorn you can be cheering my Beloved Ducks on to victory...... Erin AKA Irish Oregonian
FriendofBlogBoy
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Hey Jeramy, If you'd like a brush with real greatness, my son tells me that after a recent home game, the team gathered around the student section for pictures and to shake hands. While posing for a picture for someone else, Kevin Durant was nearly draped over my 6' 3" son and managed to wipe some sweat all over his shoulder. Would you like my son's autograph? LOL Kim 🙂
FriendofBlogBoy
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Erin, Howdy from the Lone Star State! Tell ya what, even though you chose to bring up another memory that I've tried to repress, I will be glad to cheer for the Ducks of my new Irish Oreganian friend! But, in return, you have to promise to cheer for the other Texas team tonight. My friends and fellow Texans from College Station are playing UNLV, and I always cheer for the Aggies as long as they aren't playing my Longhorns. While we're talking about how great our states are, I don't want to brag, but when was the last time you got to fly on Oregon One? LOL Kim, quietly munching on some candy corn with jalapenos and picante sauce 🙂
Erin_Gallagher1
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Kim, Truth be known but I lived in Dallas for 13 years so I do consider Texas my other home and I do wear my Texas Longhorn hat with pride from time to time except when they are playing Oregon....I left Dallas a few years ago to get back to the great northwest and also to be closer to family... LOL...Oregon One...now maybe if Oregon does win...there is an idea.. Happy to know when the Ducks are playing tomorrow night there will be a new fan watching cheering them on...guess its time to go add green and yellow to your wardrobe. Go Ducks Erin
FriendofBlogBoy
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Well, Erin, I guess neither you nor I cheered hard enough for the Texas A & M Aggies last night, but they gave it a good effort. But, as a complete newbie to this 'rooting for Oregon' thing, and wanting so desperately to do a good job for my Irish-Oregonian pal, I need to ask you a question. As you know from your days in Texas, us burnt-orange blooded folks yell "Hook 'em Horns" and "Texas Fight" and "Way to go, Horns!". When I'm cheering for your team tonight, do I sit in front of the TV and yell "Quack Quack"? Kim 🙂
blusk
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Well, we have gotten sidetracked into a discussion about ducks, steers, and farmers, but since this post is about Fred, he shares EBB's lack of inactivity in the later stages of March Madness. Yes, Fred's Louiville Cardinals joined the ranks of the also rans. Blog Boy
Erin7
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Kim, Sorry bout those Aggie's...not enough mojo going for them..they did put up one heck of a fight and should have made the lone star state proud. Since you are a newbie on cheering for my Fighting Ducks I think we should ease you into it. I think just by yelling GO DUCKS and wearing green and yellow will work and maybe wearing a set of prayer beads will be a hugh help to us. Later on maybe we can work you into the duck lips. Erin
Phil_Willman
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Erin and Kim, I don't want to throw any bad mojo your way, but UNLV absolutely HAS to win tonight if I am to have any chance to win my bracket wager....and I really don't like the Runnin' Rebs.... I figure all I have to do is remember how the Sooners got SHAFTED on the Ducks home turf last fall....yep, that does it....I smell roasted Duck already....
FriendofBlogBoy
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:::: JUMPING IN PHIL"S FACE ::::: Hey, buddy, are you dissin' my friend Erin's crackers, err, quackers? Dem's fightin' words where she comes from. I'm of a mind to see to it that you get a sound whoopin". Why don't you just step out back and let's settle this with some good ole fashioned fisticuffs? Okay, Erin, now that I've got him scared, go ahead and beat him up while I grab my pompoms and big lips and cheer you on. Go, Erin, git him! QUACK QUACK!! The Fighting Ducks' newest burnt orange-blooded cheerleader 🙂
joe-mdw-plane-d
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All I have to say about those ducks is Joey Harrington. Bleh! I know it is not basketball, sue me;-P Resigned to another year of Lion incompentence Ding! boy Joe
FriendofBlogBoy
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Hey Erin, Are you awake on the Left Coast yet, or are you still up partying? Congratulations to you and all your fellow Duckies! (Ducklets? Duckonians?) I know you're happy up in Duck Land, and you ought to thank me. Apparently all my quacking last night worked! Kim :) P. S. Can I take off these lips yet? I can't decide if they make me look like Huey, Dewey or Louie.
Brett6
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Thanks for passing the article along - it's outstanding. It's amazing how impressed we all are when someone tells us they screwed up, and they're sorry.
Erin7
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*sniff sniff...nope I don't smell roast Duck* Kim..your my newest hero and all fellow quacker backers welcome our new burnt orange fan to our ranks..yes you can remove the lips until tomorrow afternoon then it will be time for some gator meat and time to put back on the green and yellow...maybe I should call you Lucky Charms...whatever cheers and chants you were doing were a big help and we can use you tomorrow. Maybe you can talk you son into a little cheer for us..please let him know that I have lots of Longhorn friends you are also big Quacker Backers and vice versa Go Ducks Erin
Jeramy_Brian1
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Kim Yes I would like your son's autograph. I've met greater athlete's than little Kevin Durant though. I met Lamont Jordan from the Oak-town Raiders and Taitusi Latui from the USC Trojans and AZ Cardinals. 😎
pcerda
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Jeramy, Can I have YOUR autograph? Jedi Blog Master
Jeramy_Brian1
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Paco, Yes young jedi, you can have my autograph...If you convert to the darkside and give me a large bag of candy corn and some widmer bros hefeweizen... 😎
Jeramy_Brian1
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Hey Erin, Are you excited for college football to start? I can't wait to go up to Lake Oswego and watch my USC trojans conquer and destroy the ducks in their own stadium. Don't feel bad though. I'm sure your ducks could beat Kim's longhorns. They have been terrible ever since their one man team (Vince Young) left. 😎
Erin7
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Jeramy, I am very excited for college football to start and especially for when the whimmpy Trojans come up to Eugene and play in our house....I have no idea what team you will be watching in Lake Oswego tho...you might be sitting alone while the rest of us will be watching the mighty Ducks crush the trojans.. Well truth be known...last time Oregon played Texas was in the Holiday Bowl a few years ago and it was a awesome game and Oregon did come out the victor..Anytime Oregon and Texas get to play it is big fun for both the players and fans and if it did happen again it will be twice as nice watching it with Kim. Erin Go ducks
Jeramy_Brian1
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Erin Have the ducks ever beat the trojans at anything besides hockey and mountain climbing? I think I was a 3 year old boy the last time you guys beat us in football. The ducks will be a very small speed bump on the highway to the next USC football national championship. Fight On!!!
Erin7
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Wow...what a great game and my hats off to the Florida Gators!! I am very proud of my Ducks and thanks for all the cheering from my new best Friend Kim... Erin Go Ducks
Jeramy_Brian1
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Congrats to Erin and the Ducks, at least they went a little bit farther than my team... 8(
FriendofBlogBoy
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Dear Erin, It is with a very sad heart that I must come before you and admit that my mojo must have run out this afternoon. I quacked and cheered and did all I knew how to do, but alas, it was not enough. I feel as if I have let you, and indeed, the entire state of Oregon down. I even have ties to the area, since my wife's relatives were some of the very earliest settlers of the area just south of Portland back in the 1850s. So, for their sake, for the family legacy and especially for my friend Erin, I did my best. Maybe I had the lips on backwards? It did seem as if when I yelled, it came out as "Kcauq Kcauq"... Oh well, at least we can join forces to demolish Jeramy's Uncoordinated Sloppy College team! Kim 🙂
Jeramy_Brian1
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Kim, Your teams would have to team up to even make my team break a sweat. Especially in football. USC could probably beat an NFL team. 😎