I was trying to find a place to send an enormous, heartfelt, THANK YOU for such incredible customer service. I am blown away and have to share my gratitude and say “EXCELLENT JOB, SWA!!” I had booked a flight for my family back in March from Burbank to ECP. I have two young children and traveling is not easy. Unfortunately, I overlooked an email I received some time ago informing me of a change of itinerary and let’s just say This wasn’t a minor change! So, When I looked the day before takeoff for details I realized we had a 7AM departure (vs original 3PM!) and a total travel time that had DOUBLED from 6 hours to 12!!! With little hope, I called customer service…. WOW. Literally zero wait time! But even more amazingly, Marcia had me on a much better flight, free of charge, within two minutes! I could not believe this. Never have I ever had a better, more efficient, professional experience with an airline. Thank you for finding a way during such challenging times for the industry to make a customer experience so wonderful. You have certainly made a lifelong customer out of me. Bravo, Southwest Airlines!
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