Dear Ms. Barrett,
I just read that you will be retiring next year, so I will stop everything I'm doing and write the note I've been meaning to write for over a year now.
You have done a marvelous job. SWA has become the industry standard, and this from someone who a decade ago was uncomfortable with the Southwest approach. SWA has responded to customer needs and comfort, by streamlining the check-in process (which used to require standing in line 3 times for a flight), by keeping flights affordable, by quick turnarounds and convenient connections, by a superb frequent flyer program (which has me foresaking my others and flying everywhere I can on SWA with a SWA credit card and using SW partners).
Your articles in Spirit Magazine reveal a President who cares about customers, employees, and the American need to connect affordably.
And she is a lovely woman in my age bracket demonstrating how top leadership in our country can be female, mature, and excellent.
Thank you for my airline; that's how I've come to feel about SWA, like thousands of other people, I'm sure. I hate to see you go, and wish you the best.
I can't help but be concerned that the personal touch (prompt phone answering by human beings on this continent, excellent empowering website, the freedom for regular folks to fly affordably) might be going with a change of leadership. Please communicate my vote for continuing the style which you've brought to blossom at SWA.
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