06-29-2007
06:36 PM
16 Loves
I have a friend who was coming to see me in Phoenix. She purchased the ticket (through my suggestion) through Southwest. When some family events popped up, she had to cancel her trip. You all handled her situation with eloquence, refunding her the cost of her ticket. In the short term, you may have lost a passenger. In the long term, you gained a brand loyalist.
She had this to say on my Facebook wall: i love southwest! i realize that my love in no way benefits you, but seriously. THEY REFUNDED ME COMPLETELY FOR MY TICKET! that means i'll for sure make it down at some point. i am totally loving these guys.
And she is right. Southwest is the amazing. Thank you for having some common sense in an industry bone dry of such a quality.
Ben
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