04-08-2008
02:39 AM
8 Loves
Since I can't send a note via the website yet... I'll post one here:
This happened on Dec. 14, 2007 - but still think about this experience:
Just a special thanks to MATT at Baggage Claim in Norfolk. I was on a flight from Buffalo to Baltimore and left my cell phone on the plane. As soon as I got to my site in Baltimore, I called southwest got the phone numbers of Baltimore and Norfolk (?) Baggage claim. Called Baltimore - the woman said, "can't help now, call back in a couple hours." Called Norfolk where the plane was flying to, MATT answered: "Sorry to hear you lost your phone. Let me take your name and number and I'll get back to you." In less than 10 minutes, MATT called back, said he contacted the flight crew, they found the phone, it'll be in Baltimore baggage claim for my return flight. Yipee!!
I called Baltimore to find out where I needed to go, telling them I heard they have my phone. The Southwest employee yelled at me - saying, "what do you mean you know?".... The difference between an engaged and disengaged employee at Southwest!! As a frequent traveler, in general my experience with SW has been great. However, if there can be a special shout to MATT and a little reward for him... I certainly appreciate the empathy, ownership and follow-up he provided me!! THANK YOU MATT in Norfolk! Hope you are still valued at Southwest!
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