Just a comment on how one of you employees made "lemonade out of a lemon of a day" on Sunday February 25. After arriving at BWI at 7 AM, I found my flight to LA cancelled and a mile long line awaiting me to the counter. Turns out that snow had prevented a bunch of flights from arriving that morning. When I finally got to check in - I was greeted by a cheerful and upbeat employee by the name of Michelle (SWA65513). She diligently tried and tried to find me two connecting flights to get to LA - sometime that day. The best she was able to do was make a tight connection in Phoenix, so she recommended I carry on my bags. She then helped me consolidate 3 bags into 2 and sent me on my way - still smiling. I'm sure Michelle wasn't having a great day either, but she didn't show it - and worked very hard to get me the best route she could. I nominate Michelle for Southwest employee of the month...
Russ Mundschenk
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