I just had a great experience with Southwest and forwarded it to all of my friends and have told many people in person! I had sent a letter a few weeks ago telling them they have customers for life in my family. We have always had great experiences with not only their prices, but their customer service and their flights.
My son is in Fl and I am in Ma, he has flown over the years with several airlines, Southwest is by far the best in on-time flights, prices and customer service.
I got married in April, and my in laws flew up from Florida. Unfortunately my mother in law got very ill and they did not make it to the ceremony. To add to that, there was a messy snow/rain/hail storm coming late the next day. Of course they wanted to get back to Florida to her doctor. Southwest was awesome with their customer service, she said they did a fantastic job getting them an earlier flight, did not charge them any extra fees, and were very nice even though they must have had quite a few stressed people calling.
We flew down for my son's graduation, and they made the flights a pleasure. The price was very good, the flights were on time, the attendants were fantastic, etc.
I got a letter back from them today, which was nice enough, but the person that answered wrote a fantastic letter. She thanked us for our business, congratulated us on the wedding and graduation, and put alot of detail in the letter, definitely not a form letter! To top it off, she sent us a wedding present!! Can you believe it? It was a gorgeous crystal double heart in a beautiful blue velvet box.
I love seeing great customer service in this day and age of people not caring. It gives me hope for other businesses 🙂
Here's what the letter said, for those that are curious :)
Thank you for taking the time to tell us about your recent experience with us, and we're thrilled that you and your extended family enjoy our Southwest Spirit and appreciate the way we do business. I am very sorry to learn about your job situation, and that your mother in law missed your wedding. However, I do want to congratulate you on your recent marriage and on the graduation of your son. What wonderful celebrations, and because I believe it's never too late to send a wedding gift, we have enclosed a small gift which we hope you will enjoy.
We are glad that your new in-laws were able to change their flight as requested, as we work hard to ensure our low fares, web site and safety record are the best in the industry, and we are also aware that these ingredients are made possible by the dedication of our People. We are proud of our Employees because their duties are many and their responsibilities are great. However along with being well trained and possessing an unmatched work ethic, their caring attitudes make them priceless to our Customers and assets to Southwest.
It is our honor and priviledge to serve you and your family. Thank you for sharing your thoughts with us, and we hope to see all of you onboard one of our LUV jets in the near future.
... View more