I was in Orlando yesterday with a friend when my wife took ill and was admitted to a local hospital emergency room back near my home in Long Island, New York. My return flight had originally been scheduled for Tuesdayvbut it was really important to both me and my wife to get home as soon as possible. When I called Southwest and told Monica (59) my dilemma, she immediately was able to revise my travel arrangements in order for me to get home that night. Monica also did a one time waiver of my change fees in lieu of the circumstances. My wife is doing a little better today and we are both genuinely appreciative of Monica’s assistance and the Southwest culture that empowers employees like Monica to go out of their way for a loyal customer like me.
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