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The Gift We Thought We’d Never See Again Made Possible by the Generosity of a Southwest Employee

New Arrival

Toddler Jeep.jpg

In California over the holidays, my toddler son received a power wheels Jeep as a gift from family. My mother thought we could easily return it to the store and have it reshipped to our home in Washington due to the large size, but that was sadly not the case. We were unable to return the Jeep and it was going to cost more to ship than the gift itself.


As a last resort, I called Southwest to inquire if it was possible to ship the item as oversized baggage for our return trip home. I spoke with a wonderful Customer Service Representative who provided some additional details. We boxed the Jeep up, dropped off our rental car, and made our way to the airport. Once we arrived at the airport, we all let out a sigh of relief and knew that everything was going to be fine from then on out. Unfortunately, upon arrival we realized there was a miscommunication and the box wasn’t going to make it back home with us that day. I didn’t know what to do! We had no one to come pick it up and I had reached the point that I was willing to give it to the next person I saw at the airport.  


OAK Customer Service Supervisor, Justin, heard our dilemma and was determined to reunite us with the power wheels Jeep once we got back home. He took my name, phone number, and address down and let me know he’d find a way to get it to us! I had given up hope but told him if there was a way to let me know and I’d cover the cost of shipping; otherwise, he could find a new home for the toy. He was so caring, genuinely concerned about our predicament, and wanted to do whatever he could to assist. In all honesty, I never expected to hear from him again.


Two weeks later, I received a phone call from Justin confirming my information and sharing that he was going to personally ship the item to our family. I was stunned and pleaded with him to let me cover the cost but he told me it was his holiday gift to us. Justin provided exceptional Hospitality and service to my family and me during this extremely stressful time and even thereafter. He truly went above and beyond as he simply wanted us to be happy. Our family, and especially toddler son, is very thankful. Many thanks and much love from the Buck family!

New Arrival

I recently traveled out of state with my two grandchildren and daughter to meet their great grandparents for the first time. I’ve had multiple back surgeries and neck surgery but I can move around just fine but with some pain. Needless to say, traveling with a 2 y/o and a 5 month old was no easy task as any parents will tell you. Thanks to the free baggage policy Southwest has, we didn’t have to pay baggage fees, especially being that we had A lot diapers, clothes, toys etc in the children’s luggage so it made it economical for me. I wanted to commend the female flight attendant 👩‍✈️ on flight PN79CS who helped us stroll one of the babies off the airplane ✈️ when we landed in El Paso and was so helpful in helping us find our seats💺, and throughout our flight. It was a big help especially with my and my daughter’s  hands full. We also had great flight attendants on our return home to Los Angeles, which makes a big difference to us! Thank u Southwest!

New Arrival

I rarely ever use any other Airline; SouthWest has been the Airline of my choice for many years.  Last month I was informed that my youngest Grandson would be inducted into the Detroit Metropolitan Police Department on Friday, February 2nd.


As an 81 year old "Granny"  I could't have been more delighted.  Quickly, I made reservations with one of your delightful, helpful employes to leave from BWI Airport on Thursday, February 1st.


Imagine my horror and disappointment when we heard that a young Officer had been murdered late in January, as he rode along with his own Dad, also a Police Officer.


The Funeral Services would now consume February 2nd and the respect of the entire Detroit Department and our trip would not happened.  


My Daughter,  a retired D. C. Police Officer, took control with a far mor positive outlook, telling me that SWA would help us, as soon as we knew the date.


Later in the week, we were notified that the Induction ceremony had been rescheduled to this Friday, February 8th;  her call to SWA was as productive as she had believed, and we will be on our way to Detroit on Flight #5679, in the morning.


Sorry,  I am unable to make this story shorter; but I can tell you that SWA personnel has done another masterful job of making my 'Dream of a lifetime' come true.....

Thanks so much for your training and your warm, wonderful reservationists.


Yvonne D. Baskerville,  RR#164727231