I've had good, disappointing, experiences with every airline at some point, but this is the first time I felt compelled to write a review/comment.
Last week, my wife and I flew to Ohio with our 5-year-old and 8-week-old. In the hustle and bustle of getting all their medicines, clothes diapers, and other accessories transferred to our luggage, we left our 5-y-o's EpiPen in the diaper bag we chose to leave behind.
Unfortunately, we didn't realize this until we were checked in and at the airport, just before boarding the flight. We decided to go with it, since we've flown at least five times with him before and have never had an issue, nonetheless it added a layer of stress (on top of the nerves we were already dealing with just to get a child and an infant onto a flight).
One amazing flight attendant Ginger, Employee #14561, noticed we were a little frazzled and immediately began chatting with us and our 5-y-o, going so far as to offer him a juice, all while she was attending to her regular duties and taking care of other travelers.
She checked in on us regularly, and eventually asked us why we were so tense (after we mentioned how her attention helped us calm down).
After we explained the situation, she explained that all planes carry epinephrine just in case anything would occur, further reassuring us that all was well and in control. She went well above and beyond any customer service experience either my wife or I have ever had aboard a Southwest (or any other) flight, and turned what was shaping up to be a nervewracking experience into an enjoyable flight our son is still talking about.
Thank you again, Ginger #14561, and thank you Southwest for encouraging the kind of service we received from her.
Tom Skelley
