Customer service ---- ah, a lost art. But not a Southwest Airlines!
I had the misfortune of being at the Baltimore-Washington Airport on Sunday, February 26, 2007 and ran into the buzzsaw snow storm. My 11:00 a.m. flight to Columbus, OH (CMH) was cancelled because Southwest planes were grounded in Chicago. I suffered the death march to the counter where a friendly face give me the distressing but necessary information about the next available flight at 1:55 p.m. Of course, I had a stand-by ticket and would have to jockey in the boarding area to get my name on the waiting list. But, out of the heavens came Supervisor Greg Harris who found me a "C" boarding pass which enabled me to arrive home at a reasonable hour. I am the director of the county emergency management and homeland security agency and needed to have my boots on the ground in anticpation of possible area flooding and an ice storm. Thanks to Mr. Harris I was able to manage the affairs of my office locally rather than from afar, in an airport terminal.
Epilogue: The comeraderie among the counter staff at the boarding gate and the morale building Mr. Harris provided in such a stressful and intemperate time was infectious. Passengers, attendents, pilots and custodial staff all had cheerful behavior that lifted my forlorn spirits. I salute the Southwest team from BWI. They deserve bonuses this quarter.
Gary H
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