I nearly teared up reading this. What a wonderfully oiled machine SWA is! How great that empowered, thoughtful humans are watching the close connections and making live changing decisions. I'm very impressed.
I've always been made to feel somewhat special, important ,+/or CALMED by the people at Southwest. It's a wonderful way to travel. On more than one occassion I've checked in my bag to hear the 20min "alarm" sound at the kiosk, and though apologetic and feeling ashamed, I've never been chided or admonished by SWA (I have been by AnotherAirline, and even not permitted to FLY...with 2 kids in tow...last summer....29 MIN before the flight!).
ONE TIME, and I've told this story numerous times, I checked a "late" bag, then raced through security, down the concourse, to the jetway, boarded, and even had the gall to use the onboard Lav before taking my seat. While in the Lav, I heard the announcement, "....we're about ready to leave...blah, blah, blah.....and, Sarah, we got your bag." I could NOT believe it. I trusted the bag would make the plane (it always does), but what a nice personal touch & reassurance to a harried biz traveler.
I'm not an employee (would love to be), but I am a very proud shareholder! And follower on Twitter (how I found this article).
Thanks, Southwest!
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