09-30-2015
10:00 AM
12 Loves
Faster than speeding bag belt, more powerful than a Boeing 737, able to leap curbside counters in a single bound. Is it a bird? Is it a plane? No, it’s Angelo!
Southwest Customer Lata Kumar took to her Facebook page after witnessing what she calls a “superhero in action.” Who was this man in blue? Why, it was none other than DAL Skycap Angelo Ross Jones!
Skycap or Superhero (Southwest Airlines)
While standing in line at curbside checking I saw the superhero in action. A woman with a baby in stroller was checking in when the stroller with a baby was about to topple. Before you could blink your eyes Angelo jumped over the baggage area and caught the stroller and saved the situation and the baby. Kudos to Southwest for going above and beyond and a special pat on back to Angelo!
Way to go, Angelo! Thanks for coming to the rescue!
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06-09-2015
05:14 PM
9 Loves
Congratulations, Class of 2015! As you look back on memories of high school, we hope that you have fond ones of having fun with friends, whether in the stands at football games or in an airplane seats some 30,000 feet in the air! The old adage, “Sometimes getting there is half the fun” was certainly true for the seniors from Paul VI High School in Haddonfield, NJ, who were served by HOU Flight Attendants Allison Brown, Rachel Saporito, and Jane Usry on their way to Disney World for their senior trip. A letter from trip chaperone and PVI Girls Soccer Coach Keith Walters explains:
I was a chaperone for our school's senior trip to Disney World last week. I have been doing this for 17 years in a row now. The 3 flight attendants on our flight home after our trip were hands down the best I have EVER experienced.
Our flight was a charter flight or at least had only our students aboard. Besides performing their typical duties during our flight, the 3 attendants conducted fun games and played music that the kids sang with incredible enthusiasm. I can honestly say it was an experience I will never forget and I can promise the students will remember this flight for the rest of their lives. And isn't that exactly what we want to give young people as educators and travel providers? One of the attendants actually danced down the center aisle while collecting trash from everyone.
I personally travel the Caribbean each summer and recently signed up for an AA credit card. In speaking with the attendants, I am now such a huge fan of SW airlines; I will be looking into your CC offers. Since SW is adding the Caribbean stops. Please, please, please research the names of these awesome 3 attendants and pass along our appreciation for their once in a lifetime flight. Southwest is in great shape with people such as these flying with you. Again, thank you.
Have you encountered a Southwest Employee who belongs at the head of the class? Let us know in the comment section of this post or at southwest.com/contact-us.
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05-04-2015
11:48 AM
2 Loves
In baseball—like life—there are sunny days and rain delays, pitches over the plate and curveballs. As a paramedic for nearly 30 years, a life-long Atlanta Braves baseball fan, and a lung cancer patient, Customer Frankie Bailey has seen his share of wins and losses, but he had never experienced anything quite like the reception and hospitality that he received from Southwest Employees at MCO.
Frankie’s friend and fellow paramedic, David Minor, contacted Southwest to tell us that he was planning to take his friend on his first flight ever to Orlando to watch an Atlanta Braves spring training game and to ask if there was anything that we could do to make the trip one that Frankie would never forget.
Customer Relations & Rapid Rewards Representative Sarah Janes was touched by what Mr. Minor was trying to do for his friend and former colleague. She sent an impassioned plea to Leaders at MCO, requesting that they find some way to pay tribute to Frankie for his many years of service as a first responder.
MCO Station Leader Sean Fairbanks rallied his Team, and they hit a home run for Frankie and David! From providing Frankie with an autographed Atlanta Braves baseball and VIP backstage passes to meet the team to sending him off with a water cannon salute and photographic souvenirs, Team MCO really hit it out of the park!
In a Facebook post, Mr. Minor thanked Sarah Janes, Emerging Leader Development Program Manager participant Brian Baumgarner, Team MCO, and the Flight Crews for all that they did to honor his friend. As Sarah Janes put it, this was their “chance to give back to someone who is an experienced ‘giver’ already.”
In the game of life, Frankie Bailey is a most valuable player, and it was our pleasure to give him a standing ovation.
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04-17-2015
11:42 AM
4 Loves
April saw the celebration of National Sibling Day on the 10th and the beginning of the Major League Baseball season. We share with you a letter that we received last baseball season that still rings true in the hearts of Southwest Employees and the Murphy brothers.
On June 30, 2014, my flight to Providence was cancelled due to bad weather at Chicago. I was traveling with my brother who has early on-set Alzheimer's to Boston Fenway for a baseball game versus the Chicago Cubs. This was a real 'bucket list' item for both my older brother and I; the truth is that he is a Cubs fan and I'm a White Sox fan, but I digress.
As I mentioned, our flight was cancelled from Chicago Midway to Providence, RI; we had planned to save money, fly to Providence, stay at a hotel, and take our time getting to Boston. Well, needless to say, once the flight was cancelled, all bets were off on 'taking our time'.
I contacted SWA as soon as our flight was cancelled and explained the situation to your representative. I further told the representative that there was no way I could travel to Providence, drive to Boston, and enjoy the game because of the timing and my brother's condition. The representative said, “No problem, I'll rebook you to Boston.”
Thank God your SWA representative, Quinton Dixon, had the common sense to suggest the change. I believe it was done without any additional cost to me, but I don't really care. The fact that a level-headed person made the right call for me and my brother in my care saved the day. We caught a flight to Boston, checked into our hotel, caught a cab to Fenway, and the rest is history; we had a wonderful 24-hour trip to Boston.
I cannot begin to thank you enough for all that you did for me and my brother. I was able to better manage my reduced time with my brother well because of a wonderful SWA decision and my brother had a wonderful time at Fenway. Thank you from the bottom of my heart. -Tim Murphy
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We’re in the thick of March Madness, having reached the “Sweet 16” stage of the NCAA Basketball Tournament this week. As like-minded fans congregate to cheer on their teams and ardent adversaries face off in heated hard-court battles, we bring you a LUV Mail story that shows how open seating can turn rivalry into romance and how onboard magazine crossword puzzles can lead you to cross paths with the love of your life.
Back in September 2010, Southwest Customers Jordan Brooks and Elana Ramirez boarded the same light from San Diego with one thing on their minds: winning! Jordan’s Colorado Buffaloes and Elana’s California Golden Bears were going head to head at Memorial Stadium in Berkeley, California later that afternoon. Little did these opposing fans know that this Southwest flight to OAK would change the course of their lives.
Jordan boarded before Elana, who took the open seat next to Jordan shortly thereafter. The two engaged in some small talk that quickly became an impassioned discussion between rivals. To diffuse the situation, Jordan stopped talking and turned his attention toward the Spirit magazine crossword puzzle. He soon noticed that Elana glancing over his shoulder, and before long, they were working on the puzzle together: one picking up where the other left off, complete complements. They decided to meet up after the game for a drink. Four and a half years later, Jordan and Elana are engaged to be married in September 2015, exactly five years after the met on a Southwest LUV jet!
Congratulations, Jordan and Elana! We’re so glad that each of you has found your seatmate for life! May you always work on Southwest: The Magazine crosswords together, and may you never go to bed angry after Buffalo/Bear or Broncos/Chargers games.
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After reading some heart-warming stories in Southwest: The Magazine on a recent flight, Harvey Bodker was inspired to tell his personal LUV story: the story of how Southwest helped rekindle a love that was over 50 years old.
Harvey Bodker and Sandy Moses started dating when they were in high school in the mid-1950s. They parted; went to different colleges; married other people; had children; and were both widowed. Then, in 2006, they met up again at a reunion in Kansas City. The spark that was between them when they were teenagers was reignited, and the two have been flying back and forth from Kansas City to Denver on Southwest to visit each other ever since.
Harvey credits Southwest—and our low fares, of course—for helping to facilitate their renewed relationship. He also hints that, if things go well, they might hop a Southwest flight to their honeymoon someday. Until they make their nest together somewhere, Southwest is happy to welcome these LUV birds onboard as they travel to see each other.
Happy Valentine's Day!
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01-28-2015
01:48 PM
18 Loves
I've told this story to a ton of people since it happened. Everyone (including several folks with lifetime status at other airlines) agrees that no one—not even another Peter Foley—but a Southwest employee would have got me on that flight. I don't know what Southwest does to make your employees so happy and helpful but please keep doing it.
Here’s my story:
This would only happen on Southwest Airlines. Weather messed up my travel plans. By the time I realized that Southwest had flights that could get me where I need to go it was very close to the scheduled take off of the last flight that could get me there. In fact I ran up to the ticket agent still needing to buy a ticket seven minutes before the last flight's takeoff. I was confused, out of breath, and hard to help but the agent was trying his best to understand what I needed to do. He was looking for a solution instead of taking the easy way out and saying it couldn't be done. But clearly he wasn't sure he could make happen what he needed to get me where I wanted to go.
Finally he said, "This might work, may I have your ID?" He looked at the ID and asked, "What’s your name?"
I told him, "Peter Foley". He repeated the question, I repeated the answer.
Then I saw his name tag, “Peter.” I asked, “Foley?"
"Yup", he replied, "Now we are definitely going to make this work".
He and his co-workers laughed and jumped into action. Next thing I knew he was running with my bags (I have Parkinson's and two replacement hips and don't move that fast) upstairs to the gates, directed me where to go for security, and running me and my bags to the plane's door. At the door we laughed as the gate agent snapped a picture of the two Peter Foleys with my boarding pass.
ONLY ON SOUTHWEST! THANKS PETER FOLEY!
Sincerely, Peter Foley
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What is “hospitality”? I’ve personally challenged myself to take a look back at this word and this idea that sometimes seems old-fashioned or out of reach for someone like me, who is far from being Martha Stewart. I have long felt like I was missing the hospitality gene, but a recent Customer story—and really almost all of the LUV mail stories that I come across on a daily basis—have reinforced to me that I don’t have to wait for “pigs to fly” to be a hospitable person, although such an event could present an opportunity.
Webster defines hospitality as the “generous and friendly treatment of visitors and guests.” Food and lifestyle author Shauna Niequist sees hospitality as “creating space for someone to feel seen and heard and loved.” So hospitality lives right where you are, your home-base at the moment, which, for Southwest Employees, could be onboard an aircraft, in a gate area, or even the invisible space that exists between exchanged e-mails or phone calls. You don’t have to go miles out of your way to be hospitable, you just have to see, hear, and love People in the moment, which is what DEN Flight Attendant Sarah Frith did recently, and she did it for a stuffed pig!
Customer Jennifer Meneray had purchased a plush, pink pig for her younger brother while visiting San Francisco. No one was sitting next to her, so she thought she’d have a little fun and buckle the toy in for the flight back home. Sarah took notice of our “porkenger” and struck up a conversation with his seatmate, Ms. Meneray. After learning about this little piggy’s final destination and the new friend who was waiting for him, Sarah fetched a first flight certificate and a pair of Southwest wings for the cuddly, firsttime Customer. Ms. Meneray was thrilled, and she very much enjoyed giving her brother “Earl” (given name of the pig) and the pieces of memorabilia that Earl collected along his journey.
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One of the ways that we can thank and honor our military heroes is to take care of their loved ones. The Tragedy Assistance Program for Survivors (TAPS) is doing so by providing compassionate care to those grieving the death of a loved one serving in our armed forces.
Recently, San Diego Employees Barbara Pellegrino, Brandon Cruz, and Rudy Cervantes had the opportunity to help support these efforts by sharing their talents for hospitality with a community that we serve.
On September 14, loved ones of those who have lost their lives in service to our country gathered together at Del Mar Beach in San Diego to take part in the Camp Pendleton Family Reunion. A month prior to the event, Barbara began working to supply the food, drinks, and supplies needed, and she was there throughout the day to lend a hand. Brandon picked up his guitar, and Rudy warmed up his horn to provide music for the day. Set after set, they played to honor the heroes who are no longer with us and the loved ones who keep their memory and sacrifice alive.
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10-22-2014
03:00 PM
6 Loves
When Southwest Customer Michele Logan asked OAK Flight Attendant John Nichols for “the whole can of Coke,” he handed her a can with the endearment “BFF” emblazoned across it, which is part of Coca-Cola’s “Share a Coke” campaign.
Michele and her travel companion surely did make a “BFF”—“Best Flying Friend”—in John! They were thoroughly impressed by his excellent Customer Service and friendly attitude. So much so, they just had to snap a picture with him and the “BFF” Coke can!
Michele states that, "[John] is such a credit to Southwest. He is the 'one' that you always hear about when other people talk about what a great experience they had on their flight." Thanks for connecting and sharing your Heart with our Customers, John!
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07-16-2014
10:00 AM
13 Loves
In his book, Still Foolin' 'Em: Where I've Been, Where I'm Going, and Where the Hell Are My Keys?, Comedian Billy Crystal shares his thoughts about aging, and he fondly remembers how his mom told him every year on his birthday to "Do something special." Southwest Airlines Customer Ina Mae Stringfield certainly took this advice!
She and four travel companions tookoff in Nashville and headed to New York City to celebrate her 100th year of life. There, a taxi driver gave her a free ride, a policeman sang “Happy Birthday” to her, and Diane Sawyer wished her a happy birthday on video! But first, she was treated to a pre-party—Southwest style!
May 2, 2014 was not only the day before Ina Mae’s centennial birthday, but it was also the day of her first Southwest Airlines flight! BNA Customer Service Supervisor Lisa Cox made sure to celebrate both special occasions properly. Along with help from Team BNA, Lisa led the folks in the gate area in singing “Happy Birthday” to Ina Mae and presented her with a bottle of champagne and a “First Time Flyer Certificate” signed by the entire Crew—including Ramp, Operations, Customer Service, Inflight, and Flight Operations.
Ina Mae’s son-in-law, John Perkins, accompanied her on the trip, and he says our BNA Employees treated his mother-in-law “like a Queen.” BNA Station Leader Eli Rodriguez adds that he overheard several Customers making the comment, “Now that’s why I fly Southwest Airlines!”
Ina Mae has surely had many great experiences during her 100 years on this earth, but we bet her first Southwest Airlines flight and her birthday trip to NYC rank high on her list, thanks to Team BNA, Lisa Cox, and every Southwest Employee who made her feel “special” on her big day!
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06-09-2014
03:22 PM
9 Loves
SFO Customer Service Agents Antoinette Lewis, Camille Fisher, and Tiffany Hayes and SFO Assistant Station Manager Nichole Smith really know how to share their Fun-LUVing Attitudes with our Customers!
SWA Customer Sandra Curley and her son, David, were waiting to board their flight to SNA when these ladies hosted their very own dance contest in the gate area. David won; he was even spotted by a fellow Customer later while standing in line for a ride at Disneyland!
See David's winning dance sequence: 140611DancingH264
Antoinette, Camille, Tiffany, and Nichole, we’re so proud of your SOUTHWEST SPIRIT!
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05-30-2014
11:39 AM
1 Love
SWA Customer John Ruppel was having a difficult time—his mother’s health was deteriorating, and plans for travel were up in the air. Mr. Ruppel spoke with HDQ CR/RR Representative Marty Goode, who completely took control of the situation, calling Mr. Ruppel weekly to check in, and, when the time came, arranging travel plans for him to get to the memorial service. In his e-mail, Mr. Ruppel explained that Marty’s assistance “allowed [him] to focus on [his] family and upcoming memorial service.”
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05-15-2014
11:54 AM
11 Loves
Oakland Flight Attendant Heather and her Fellow Crew Members did not have enough time to get coffee before their early morning flight, however, Washington Dulles (IAD) Ramp Supervisor Chris Willis was happy to bring the coffee to them! The next time that Heather began her trip at IAD, she was met again by Chris who made sure that the Crew started their day off right with hot, fresh coffee! This is truly above-and-beyond service, Chris; thanks for looking out for your Southwest Family!
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04-23-2014
05:57 PM
20 Loves
Recently, one of our Customers wrote in about her Rapid Rewards Drink Coupons—she explained that she will not use the coupons that had been sent to her, but hinted that she loves chocolate! Much to her surprise, she received a package from HDQ CR/RR Representative Elly Jurgensen that contained chocolate almonds and a king-size Hershey candy bar! Elly, we applaud your sweet Customer Service!
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04-15-2014
11:31 AM
5 Loves
Gregorio Giorgo is currently taking a Business Senior Seminar class and recently he and his peers read a 2013 case study about Southwest Airlines. Gregorio wrote to us explaining what an important role PIT Customer Service Agent Judi Grandy—who is the mother of one of Gregorio’s classmates—played in this assignment. Although Judi was on vacation in Florida, she took some time to Skype with Gregorio’s class! Judi told them all about Southwest, and, as Gregorio explained, “she highlighted several times how much she loves working with your company.” Judi, we LUV that YOU are part of the Southwest Team, and we’re so proud of the impact that you’ve made on these students!
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03-28-2014
12:25 PM
3 Loves
A Customer onboard Flight #143 was experiencing abdominal pain; however, since he did not speak English, the Crew was unable to communicate with him. BWI Customer Service Supervisor Chris Dougherty wasted no time and stepped in. Chris acted as translator between the Customer and paramedics, and, with the information provided, they were able to give the Customer the medical attention that he needed. Thanks for all that you did to help this Customer, Chris!
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03-13-2014
03:00 PM
13 Loves
Traveling with small children can be a little bit of a challenge, as SWA Customer Bill Collins realized during a recent trip with his one-year-old and four-year-old daughters. With his daughters, car seats, backpack, and stroller in tow, Mr. Collins approached the Operations Agent in hopes of family boarding so that he could have some extra time to stow his belongings and get the girls ready for the flight. It was then when off-duty LAS Flight Attendant Amanda Gauger offered to assist Mr. Collins and took the car seats onboard for him. Not only did Amanda help entertain the children while Mr. Collins buckled the car seats in, but she also helped them gather their belongings when they arrived at LAS; she carried both car seats to the next terminal for their connecting flight; and she even informed the LAS Operations Agent of their boarding needs. Thank you, Amanda, for helping this family—we appreciate you!
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02-25-2014
03:34 PM
24 Loves
As Employees of the LUV Airline, there is nothing we enjoy more than reading a good LUV story! Customer Jeff Wright reached out to us recently to share how Southwest has helped him connect to what's important in his life—his wife of 14 years—through friendly, reliable, and low-cost air travel.
Jeff was recently traveling home from a business trip to celebrate his and his wife’s 14th wedding anniversary, and the final flight of his journey was the last flight that he needed to qualify for a Companion Pass—what a great anniversary gift!
The Wrights LUV to travel to FUN destinations like San Diego together (as seen in the photo above), and Jeff is quick to point out that, “Despite the fact that the Wright Amendment always required us to make at least one extra stop during our yearly flights from Love Field to California, as well as to the East Coast, we have always chosen to fly Southwest.” And, although their last name is Wright, they have no connection to (or LUV for) the Wright Amendment! The Wrights say that they look forward to the expiration of the Wright Amendment this October—just a few days before their 15th wedding anniversary—so that they can fly nonstop to their favorite vacation destinations!
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