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True SWA Customer Service...

jmalone
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I recently saw a great video of Southwest Airlines Operations Agent Joe Perirra working a delayed flight from PHX (Phoenix, AZ) to AUS (Austin, TX).  I think that Joe went way above and beyond to entertain the Customers on this flight.  Click here, if you would like to watch the video.  It is a bit long, about 20 minutes I think, but Joe is hysterical, and the Customers loved it! Tell us about a time when you experienced GREAT Customer Service from a SWA Employee.
43 Comments
Marcus
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Tell us about a time when you experienced GREAT Customer Service from a SWA Employee. Uh....everytime I fly. Nuff said.
Tom1
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This past Saturday when I flew from Los Angeles to San Jose. The flight attendant gave me back my $3 towards the end of the flight that I had paid for my Bud Light - then she said "Happy St. Pattys Day".
Cindy9
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Love that video, you need to pass him around to all the airports...lol We have had quite a few flights that were made more fun because of someone with SW but we have never had anyone sing to us... At Christmas I gave all the FA's little pins with angels holding airplanes to wear on their uniforms because of all the great flights we have had with them and at the end of the flight to TPA from STL they gave me a bag full of goodies..They didn't have to do that, I didn't expect anything at all, what a great group of people you have!! I try to show my appreciation in small ways but for some reason the SW people ALWAYS get the last word...lol I've said it before and I'll say it again, Thanks for making our trips so much fun!!
Julie
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I want to share a very heartwarming story about an exceptional Southwest Airlines employee with a heart of gold. Her name is Terri L. Parker. My daughter was on college spring break this past week, developed a flu virus, and needed to fly home mid week. She took a cab to the Ft. Myers airport Wednesday evening to wait, while my husband tried to arrange a flight home to Louisville, KY. The first flight available was the following morning at 6:30 a.m. There were no hotel rooms available. With the exception of about five airport employees, she was alone for several hours, vomiting, with no place to neither lie down nor put two very heavy pieces of luggage, which she lugged back and forth to the restroom. We called her every 30 minutes. She cried and begged for us to come get her. We felt totally helpless. When the Southwest ticket counter opened, she made her way to check in luggage. She was shaking and nearly passed out. After explaining her desperate situation, Terri came to personally assist her and never left her side until she was on the plane and situated. Since our daughter was so weak, Terri arranged for a wheel chair and light snacks, stayed by her side and comforted her. Terri personally took her onto the plane and made her comfortable. She also communicated to our family on what was happening and assured us that she would take great care of our daughter and see her off. Since our daughter had a connecting flight, Terri made sure she would have assistance during that transition and until she arrived home, even approving a special pass for me to meet my daughter at the gate in Louisville. The first thing my daughter said to me upon arrival was, "Terri helped me and was so nice to me. She never left my side. She was so good to me." That afternoon, Terri made a phone call to our home to see how our daughter was doing. Wow! Talk about an Angel coming to the rescue when you don't think a situation can get any worse. Terri went way over and beyond to help our daughter and our family. We will forever remember her kindness and heart of gold. Thank you, thank you, Terri. And, Southwest Airlines...you are extremely fortunate to have Terri L. Parker as your employee. We feel very blessed to have met her.
drew
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Nice way to start the morning (for me), and a pleasant way to wait out a delay (for the passengers). Can you imagine an employee for any other airline going out on a limb like this? I certainly can't!
Chez_Bez
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Joe is my new hero! That was simply awesome.
Kenneth_F_Brown
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Dear SWA, I was stranded in Nashville TN, last friday and wanted to tell you all how impressed i was with how SWA reps took care of me. I just wanted to say that a job was well done considering the circumstances. thanks, Ken Brown
Francisco_Delga1
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I HAVE TOO MANY STORIES TO WRITE TOO MANY FOND MEMORIES... I know last Christmas i was on leave and my ship pulled in a day early. I had a flight booked for that Friday but i was now able to leave that Thursday. I called Southwest and they said everything was booked solid but that i could go to the airport and try to fly standby. I knew it was a long shot but i wanted to get home to my family. I get to the airport (SAN) and the line was out the door yet it was moving rather quickly. I told the customer service agent my story, she couldn't make me any promises but she did give me a Southwest smile. I headed up to the gate and i placed my name on the standby list. I encountered a gate agent named Ms. Delgado.. no relation.. she went above and beyond to ensure that i got home that day to my family. she was my angel for the day. i had been out to sea for over a month without seeing land and all i wanted for Christmas was to see my family. Southwest made it happen and that night i was in my own bed eating my moms good cooking... Before i boarded the flight Ms. Delgado gave me a huge hug and thanked me for my service to our great country. I thanked her for her service to Southwest, tears filled our eyes. Another Southwest memory.. USS BLOG BOY
eduardo_fargas
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Customer service was a problem, as southwest lost my bag and promised that it would be delivered that same evening. I called as it was getting late, and was immediately directed to a voice mail service which promised to get back to me asap. Another day has passed and 2 messages later I still have not received a phone call or my bag. I have had to place 2 more desperate requests via the reservations line hoping for a call back or a live operator. I am so disappointed with the customer service that I have just sold the Southwest stock that I used to own. What a shame.
Teresa_Cheng
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PLEASE FUMIGATE YOUR PLANES! I'm a frequent flyer. On 2 recent trips, I returned home to find the backs of my legs covered with multiple flea bites immediately afterwards. Fleas can live and multiple for 2 years without any human/pet contact! Here's the flight info: March 9 - SW 2660 from BUR to SJC March 15 - SW 1075 from BUR to SJC I just reported this to your Customer Relations phone line. The representative who took my report was helpful and courteous. Thanks, Teresa Cheng
Kenneth_Gray
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As I watched that clip I found myself singing along, and I didn't even remember starting. I wanna work for you guys! That's about all I can say!
Greg5
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time for swa to grow dulles i think!!! i am confused why swa went to dulles. When will we be adding new citys for Dulles!!?? lets rock and roll swa at dulles!!
Leah4
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One story I have of great customer service is when FAs let me (after I asked) serve peanuts! Some of them gave me some fun things to add to my collection of merchandise! Also, I have two dear friends who work at my airport as a CSS & CSA; they've given me some neat things, too! 🙂
slogan
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I couldn't agree more, James...that video was fantastic! Joe is a perfect example of what it means to Live the Southwest Way. We're darn lucky to have him! Joe, thanks for taking such great care of our Customers!!
Vicki4
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I have never had a negative experience with SWA! The video of Joe was simply outstanding! What a talented young man, and what a great airline!
Francisco_Delga1
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Eduardo, That does not sound like something Southwest would do.. My bag was misplaced not lost and it was returned to me the next day. Did you try speaking to someone at the airport? It is easy to get mad at southwest but i also realize that they handle a lot of luggage on a daily basis and while there is no room for error, it can occur. When it does occur i know Southwest would be the first to admit their mistake and they would fix the problem. While I am sorry to hear about your situation, there is no need to sell your stock all because of this one mistake. I read about this often on this blog and its unfortunate.." Southwest made a mistake.. I will never fly them ever again." "My flight was late.. I will no longer be a rapid reward member" "Southwest needs to improve their service" blah, blah.. With all due respect to you and your problem, you need to look at the good that Southwest does, giving millions of Americans the chance to fly for dirt cheap, friendly service and by the way they really do care about their customers... Before you point out this one negative you should look at the positives... USS BLOG BOY
Phil_Willman
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Thanks Francisco! Glad you've got our back!! (in so many ways!) I assume you're still in ABQ? How's the green chile? I'm completely out!! But good ol' mom will be coming to visit soon, and she's bringing some frozen Bueno Autumn Roast. I can't wait. Aren't moms great?? Be sure to let us know before you head back to SAN. I'll have to call my "people" at the airport in ABQ and make sure they give you a great SWA sendoff! Phil
Ivan_Roberts
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Hello , i was just curious about where i could go to get information on the boing 737-200 and other aircraft that southwest flies. I am currently in the U.S. Air Force and im currently working on the F-22A , and have had prior experience on the F-15 c/d models fighters. As my time draws near for my D.O.S. i would very much like to futher my education on aircrafts that southwest airlines fly. Seeing that a future in southwest employment would be where i would like to end up, i want to get a basic knowledge on what i will be dealing with. Thank you for your cooperation Ivan Joseph Roberts
FriendofBlogBoy
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Eduardo, I would like to agree with my buddy, USS Blog Boy, who is temporarily, but happily, a landlubber for now. While I cannot debate the merits of your situation, either in your favor or Southwest's, I would echo his comments that what you have described is HIGHLY unusual and certainly atypical based on my 31+ years of flying on SWA. Yes, mistakes DO happen, and I have had my bags misrouted a couple of times out of several hundreds of flights, but they have always been very conscientious about re-uniting me with my stuff as soon as possible, while being very apologetic at the same time. What concerns me more than your misrouted bags is your reaction. Whether we're talking about Southwest Airlines or the staff of a restaurant or the employees of your local hardware store, do you normally let one disappointing experience so totally sour you to that organization? If I held entire companies responsible for the actions of one employee in one part of the country, I'd have a hard time finding any airline, rental car company, hotel or restaurant to patronize and relatively few stores where I could shop. Selling your stock, or as some folks do in announcing that they'll never fly Southwest again, seems like an extraordinarily strong reaction to the problem you've described. I'm hoping that someone from SW will get back with you soon AND that you'll give them every chance to get your bags back to you. Then, I hope that you'll continue to flying with them and let them show you why they are consistently the best airline around. Best wishes, Kim
jmalone
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Ivan - we currently fly the Boeing 737-500, 300 and 700 aircraft. I have friends who have gotten out of the Air Force and the military has paid for the type. Hopefully, you can get this same sort of deal. Good Luck! James
Carrie5
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My daughter took her first flight by herself this week. She is only 12 years old. I was so nervous about it. My fears were quickly put out by the professionalism displayed by everyone we met at Southwest. They talked her through each step of the flight plan and made sure she knew all the information. I will definately make this my choice of airlines when we fly again.
Jeramy_Brian1
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I agree with Kim. No employee at ANY company is perfect. You can't expect them not to make the occaisonal mistake. From what I've seen in the consumer reports, Southwest mishandles less bags than most major airlines. I think if Eduardo sells his LUV stock and tries to go with another airline he will be very dissapointed in the longrun.
Megan1
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I just got back from spring break. One my flight from OMA to MDW, I was sleeping and when I woke up, the flight attendant was there. She offered me a coloring book. I said no, but she gave me a luggage tag thing. I'm 20 yrs old, but look 12. I thought it was hilarious and I looked back to my friend who was right in back of me and we laughed. I thought it was a very kind gesture. I should have taken the coloring book as something to do on the flight from MDW to MCO.
Francisco_Delga1
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PHIL, Thanks for your kind words.. i am leaving this Saturday and yes i have been eating a lot of green chile.... i will miss you guys .. Francisco
Cheryl_Jaffe
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Southwest puts the other airlines, and the prevalent big business model in this country, to shame. At first I wasn't a fan of the 'cattle class' concept of not reserving seats, but I got over it because of your affordable airfares. The low fares are enough to keep me coming back, but it ultimately is not the reason I do. It's your customer service. Other airlines treat their wealthy first class customers like customers, but that's it. Southwest, in contrast, treats ALL your customers like customers! And I'm not talking about steak dinners. I'm talking about acknowledging that life sometimes changes your plans, which includes flight plans! You allow us to change our flights if necessary (and available) without punishing us for it. You also honor your frequent fliers with USEABLE rewards, and today I had yet another head-and-shoulders- above-the-rest Southwest customer service experience: When there was an ice storm a few weeks ago, my children's flight was cancelled - well, all flights in the northeast were cancelled. My daughters were meeting their grandma for a trip to Disney. I couldn't get through on the phone to rebook, and I couldn't risk breaking my kids hearts by making them cancel their trip to Disney if we couldn't rebook in time. So I shelled out an arm and a leg to book them at a last-minute fare price for the next day. My kids had a blast. I wrote a letter requesting a refund for the amount over the original fare that we paid, and you did it! You gave me my arm and my leg back! Now we can afford to fly to my sister's wedding too! On Southwest, OF COURSE! I'll spare you the horror story of trying to get Delta to reimburse us for 2 days of delay and sheer aggravation due to their contractor's overbooking error!
Donna_D_
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I am terrified to fly. I have not flown in over 6 years. I am going to fly Southwest from Pittsburgh to Orlando in a couple of weeks. Is this airline truly safe? I need to make this trip. I have backed out of other vacations before because of the fear of flying. This is my five year olds first trip to Disney world. I would love to know if Southwest is truly a safe airline. Sincerely, Frantic in Pittsburgh
blusk
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Dear Frantic, Yes, we are extremely safe. Safety is our most important duty. For more information, please read Captain Stark's post and comments on his "Landings" post from a couple of weeks ago. (It may be in the March Archives now.) Captain Stark has also written a lot of other posts that will help you, just click on his name under the title of his post for more of these. Also, please check out the Taking Flight web site which is under our "Link LUV" section above on the right. Brian (FYI, I deleted your second post because it was a duplicate.)
Christie_Chew
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My best friend and I flew Southwest home from Portland, OR to Sacramento, CA on Saturday March 24, 2007. Flight # 1237 at 5:40pm. Our flight attendant's name was Jack and he was awesome!! He had a great personality, seemed to love his job and was very efficient with everything he did. He made our flight home very enjoyable. I just thought you'd like to know about this outstanding employee you have working for you. We flew from Sacramento to Portland the weekend before that and I"m sorry to say that we can't say the same about those flight attendants. But Jack was great and I hope that somehow he'll get the chance to read this and know how great we think he is!!! THANKS JACK!! -Christie & Summer (the wine gals at the back of the plane 🙂 he, he, he)
Cygnus
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When flying WN 647 from RNO to PHX on 1/17/07, all sorts of flights were delayed or cancelled because of nasty wx affecting HOU and other Texas airports. We asked about flying the delayed WN 1812 instead, but were told that while we'd get a seat to LAS, we'd almost certainly get bumped there. For the most part, the Southwest staff handled everything well, but I wish the flight attendants hadn't given us false hope that we'd still make our connection to WN 1788 to BWI. We landed just as final boarding for 1788 was taking place on another concourse at PHX and missed it by maybe five minutes. The young man at the PHX gate was harried but helpful, rebooking us on WN 1913 which left three hours later. We staggered home at around 2 AM EST. At least 1913 was rather empty, with only 25 of us on board! All I ask is that the employees be just a little more honest. If we're going to miss our connection, say so. We understand that SWA can't control the wx! And no, this won't make us stop flying SWA.
Vikki_Ricketts
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My brother is an employee at Love Field in Dallas and is battling cancer right now. I have been AMAZED at the outpouring of love and support from his fellow coworkers & also management. I live in Ohio & have flown on his passes a couple of times to come & see him. I have been so impressed at how the employees go the extra mile to get us (usually 2) on the flights. I highly recommend Southwest to all my friends & family! You all should be VERY proud of the employees & the company you work for.
Jay3
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I don't ever remember a flight when I DIDN'T have great service on SWA!! You run the friendliest, cleanest, most comfortable and efficient airline in the industry as far as I'm concerned. I dread having to go back to that other carrier for my Seattle-KC flights but now that you're charging double what they charge, I'm left with little choice. I hope to see your $98 internet fares return someday soon, and when they do, save me an aisle seat! Happy trails!!
Jenny3
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Thanks for posting the link - as YouTube is flooded with clips. It is 2:30 in the morning and I should really be asleep, but I couldn't stop listening to the music - and watching him play! How wonderful and creative - sharing a talent and keeping up spirits. SWA knows how to hire the right people - it is an organization that truly amazes me, inspires me and makes me hope that one day, I'll be fortunate to work for a company that values its Employees. Joe, thanks for sharing your talent - you are amazing! jenny
Bernie_Jacobson
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Why are there never any GOOD "DING" Deals from Buffalo N.Y.? I know several Western New Yoryers who tell me the same thing. We can never get a good deal gonig to Tampa Bay Fl., Tucson Az. or even to Phoenix, just to name a few of the most popular spots that I and many others from all around western N.Y. and southern Ontario, Canada would go to if the price is right. Also, the lack of direct flights ( and very long layovers) has us all looking to other airlines. Too bad, because we all use to love the old flights times out of buffalo. If not for the long layover at Midway, the Tucson trip would be OK, but 3 hrs. or 3 and a half is just too long, especially when traveling with children. Some friends of ours have switched to Jet Blue and Delta. I may be next. Too bad because I really liked flying on South West.
MARTIE_WOODIE
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I just wanted to make a nice comment about my flight attendents yesterday. I was flying with me daughter (her first time) and we where travelling to Houston Texas on flight 1224 leaving Tampa at 6:40 pm. When we got on the plane to bourd it was a warm frienldy feeling but the two attendants. After take off Ludene and Donald can to use and offered the best service I had ever had on a fight before. My daughter was a bit nervous however; Ludene and Donald made her feel like she was taken a car ride. They gave her a pen to right with, cards to play with, and luggage tages. Donald was great he een ended our flight with a Southwest song oner the PA. Thanks Ludene, and Donald I hope to continue flying Southwest and hopefully all flight attendant are like them. I really hope to see them again in the near future. Martie Woodie
Joseph_Kurtz
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Couples shouls be allowed to sit together by not issuing a boarding pass on line, you force them to get a "C" pass which keeps them apart for the entire trip. Please try to correct this problem Thank you.
Danielle_Thigpe
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Southwest flight attendants were very nice, pilot was funny making jokes before take off on the overhead speaker. The only disappointments were turbulance in flight and the lady in baggage. She was downright ugly. A terrible people person and a scar on such a nice company.
Polixenni
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I have to say that I LOVE the fact that SWA GET'S it's customers. I fly a lot, I have around 10-20 trips bought ahead of time for trips this Q alone. I am busy and things change in my life hour by hour. I love the flexibility SWA has with changing tickets. This is why I keep coming back. Other airlines like to see that as an opportunity to punish you -because something in your schedule has changed you owe us money?!! Your rewards program is easier to follow too, life is busy and you help keep flying as simple as it needs to be. I am so tempted that the next time I book a flight with SWA. In the section that it says "Let them know you are coming" type in customerservice@frontier.com and customerservice@USairways.com with a little note that says. "Look you bastards- you missed out because you don't understand my needs!" I don't think you advertise this difference enough. You should be telling more people about this service you offer. here is the headline I mustered up. FLIGHT CHANGES. WE'RE FLEXIBLE. Thats part of the SERVICE at SWA. Keep up the great work!!! Polixenni p.s a Direct flight between Denver and Tucson would be great.
Adonieta_Marks
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I was on a SW flight to Vegas from Midway Chicago on April 15th 07 and we had a wonderful flight attendant - her name is Kim. She was an absolute pleasure. Kim was very helpful and willing to go the extra mile. It is people like Kim that make travelling so much more easier and relaxed. I would like Kim to Know that I appreciated everything she did and she delivered excellent Customer Service.
Michael_Duvic
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I've been hearing rumours for a long time about potentially bring in assigned seating. PLEASE, don't do it! The freedom to sit where you want is a HUGE part of Southwest's appeal. I love you guys.. you always help me get over my fear of flying. Love ya! Michael Austin, TX
HAROLD_GOODWIN
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i NEED TO BUY TICKET ON DEC6 AND dEC16,BUT YOUR WEBSITE ISN.'T TALING RESERVATIONS BEYOND nOV.2 wHEN CAN I RESERVE MY FLIGHTS? hrg
blusk
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Mr Goodwin, You can find the answer at the top of the Travel Tools page (click here) at southwest.com. The schedule through January 16, 2008 is tentatively set to open on June 28. Brian
Roxanne_Ellis_R
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I just had a great experience with Southwest and forwarded it to all of my friends and have told many people in person! I had sent a letter a few weeks ago telling them they have customers for life in my family. We have always had great experiences with not only their prices, but their customer service and their flights. My son is in Fl and I am in Ma, he has flown over the years with several airlines, Southwest is by far the best in on-time flights, prices and customer service. I got married in April, and my in laws flew up from Florida. Unfortunately my mother in law got very ill and they did not make it to the ceremony. To add to that, there was a messy snow/rain/hail storm coming late the next day. Of course they wanted to get back to Florida to her doctor. Southwest was awesome with their customer service, she said they did a fantastic job getting them an earlier flight, did not charge them any extra fees, and were very nice even though they must have had quite a few stressed people calling. We flew down for my son's graduation, and they made the flights a pleasure. The price was very good, the flights were on time, the attendants were fantastic, etc. I got a letter back from them today, which was nice enough, but the person that answered wrote a fantastic letter. She thanked us for our business, congratulated us on the wedding and graduation, and put alot of detail in the letter, definitely not a form letter! To top it off, she sent us a wedding present!! Can you believe it? It was a gorgeous crystal double heart in a beautiful blue velvet box. I love seeing great customer service in this day and age of people not caring. It gives me hope for other businesses 🙂 Roxanne Here's what the letter said, for those that are curious :) Thank you for taking the time to tell us about your recent experience with us, and we're thrilled that you and your extended family enjoy our Southwest Spirit and appreciate the way we do business. I am very sorry to learn about your job situation, and that your mother in law missed your wedding. However, I do want to congratulate you on your recent marriage and on the graduation of your son. What wonderful celebrations, and because I believe it's never too late to send a wedding gift, we have enclosed a small gift which we hope you will enjoy. We are glad that your new in-laws were able to change their flight as requested, as we work hard to ensure our low fares, web site and safety record are the best in the industry, and we are also aware that these ingredients are made possible by the dedication of our People. We are proud of our Employees because their duties are many and their responsibilities are great. However along with being well trained and possessing an unmatched work ethic, their caring attitudes make them priceless to our Customers and assets to Southwest. It is our honor and priviledge to serve you and your family. Thank you for sharing your thoughts with us, and we hope to see all of you onboard one of our LUV jets in the near future.
Cynthia_A__Jenk
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We're using SouthWest as the Benchmark example of customer service for the Airline Industry. Would you like to tell us what made you so great! You guys are like Chick-Fil-A in the air.