We got a dose of your proactive customer service recently and our admiration and respect for your company has increased even more as a result. We flew Southwest from San Francisco to Phoenix on June 14. Shortly after reaching crusing altitude, the left engine shut down. The Captain calmly told everyone what had happened and informed us that we were being diverted to Los Angeles, where we would be put aboard another plane for Phoenix.
That's where Southwest's proactive customer service began. When we landed in Los Angeles, we were directed to a nearby gate where we soon boarded another Southwest plane and took off for Phoenix. We arrived at our destination less than two hours late, which was incredible considering all the effort that was required to switch planes, gates, and passengers. Most importantly, we arrived safely! We were completely impressed with the way we were treated, the service we received, and the professionalism of everyone at Southwest.
Several days later when we returned home, letters were waiting for us from Southwest explaining what had happened, appologizing for any inconveniences, and offering a voucher for a future flight on Southwest.
You can be sure that we will continue to fly Southwest, and that we will tell our friends and family how well we were treated. With the rising cost of fuel, we have experienced dramatic decreases in service from every other airline we have flown, but not with Southwest. Your concern for your customers' well being and your proactive customer service is exemplary!
Thank you for all you do to make flying fun!
Sincerely,
Dale Fehringer and Patty McCrary
San Francisco
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I have a worst experience today. I have never seen southwest staff working at road side check-in demanding upfront 5 $ per bag as a gratituity.... I need to know who should be contacted. This happened to me a few min back at San jose airport.
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[...] on customer service are legendary. A recent article on the company’s official blog discusses the value of apologies. Don’t be afraid to say “I’m [...]
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I admit that I am just getting started to learn all the secrets about keeping a good customer service, I am thinking to open a new answering service and I need all the information I can get to do this right. Working with people can be a difficult thing but it's not impossible.
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EMPLOYEE COMMENDATION:
I flew round-trip from Phoenix to San Francisco over this past weekend for a quick family visit. The return flight was #654 (SFO to LAX to PHX and then on to El Paso and Dallas/Love). I sat in the first row and the two flight attendants assigned up front were Kristen Lumme and another Kristen (sorry, I did not obtain her full name). Both of them were great! Kristin Lumme was especially professional, considerate and patient with the flight being delayed (late plane coming in from Las Vegas), then handling a young UM, a handicapped senior passenger and getting the respective passengers for these full flights on and off at SFO, LAX and then PHX (where I got off to go home). I was very impressed with both of the Attendants who hustled to get people seated, drinks handed out and snacks offered in the short time we were on the flights.
Please pass these comments onto these two Attendants, as I believe your employees should know when they do a GREAT job. Ms. Lumme should remember me because we exchanged "war" stories about our respective career fields and dealing with intoxicated people involving orange juice and vodka. Thank you.
Bill Seltzer
Training /Background Coordinator
Prescott Valley Police Department
Prescott Valley, AZ
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07-19-2007
01:01 AM
17 Loves
Southwest has amazing employees! I've been meaning to write a letter and I found your blog after asking where to comment on my last SWA LAX round trip. Anyway the employee - this one was named Bryan, a SWA "ramp" guy in Phoenix. May 5, 2007, I flew back to Phoenix from Orange County after attending a dental convention. As anyone knows who has flown out of Orange County in the evening the plane takes off like a rocket - straight up - I had placed my convention bag full of materials from the convention exhibit hall under the seat. Needless to say on takeoff, the entire contents of the bag slid out and disappeared under my seat in row 9. I had also placed my sunglasses and car keys in the bag. People behind me collected most items but the sunglasses were gone. After we landed, with the flight attendants help, I found them behind the last seat in the plane, as well as other items scattered along the way. I got off the plane and was nearly out of the terminal when I noticed I didn't have my car keys. I had placed them in the bag. It was late and the TCA security was closed and they would not let me go back to the plane and Bryan who was just randomly passing by overheard my story to the security guys and asked where I flew in from and said he would try and help. Then, 30 minutes later he returned. "Are these your keys?" He had somehow located the plane I flew in on and probably crawled down the aisle looking under each seat and found my keys - as well as a few more items from my bag. He refused any "reward" as I nearly shook his hand off. He smiled and disappeared. When I got to my car, my keys had taken on a new significance and I was thankful that it was Southwest I was flying.
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Is Southwest planning on starting service to LGA, or any other NYC airport, now that ATA doesn't fly there? (Please say yes. Thanks!)
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Hopefully guys won't lose too many flights out of Fort Lauderdale and West Palm Beach and hopefully you won't need to delay service for Jacksonville (Ernesto).
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05-08-2012
06:05 PM
4 Loves
I have never missed the Kentucky Derby.Next year the girl's go with their hubby's via Mega Bus from Tennessee.
This year I won money again.I have won more stuff in my life that no one I know, except the big lottery.
See you at the derby next year, via SOUTHWEST!!
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