LUV® Mail
Colleen’s passion for Customer Service lives on, as evidenced by LUV® Mail. Each month, Southwest® gets hundreds of letters, emails, and phone calls from Customers who share stories about our Southwest Warriors providing Legendary Customer Service. LUV® Mail highlights some of our greatest Employee tales, told by our LUVing Customers. Read on for some of our favorites!
Customer Deborah S.
“I booked my first trip on Southwest to see what all the hype is about. I was curious to see how the boarding process works and how the Employees interact with Customers. I chatted with a few Agents at DAL, all of whom told me how much they love working for Southwest. I work for another airline and am accustomed to tension in the terminals, but I experienced none of that with Southwest. I lined up as instructed based on my boarding group and number. All of the Customers were calm. Next, I noticed everyone was greeted as the Agent boarded them. He was sure to say thank you to each and every Customer as he welcomed them onboard. All of the Crew Members I encountered were also smiling. They were kind and informal, and you could see they really enjoy their jobs. Since this was a day trip planned just to get the Southwest experience, I went to the ticket counter once I arrived in DEN and asked to change my return to an earlier flight. I expected to be told I would be standby, but the flight was confirmed, and I even received a small credit. I was pleasantly surprised. Thank you to all of the Employees of Southwest for making travel a pleasant experience. You really do LUV your Customers!”
Customer Cedric A.
“I would like to give praise to the Pilot who went way beyond the call of duty to assist me during the chaos of Christmas Eve. Captain Robert was very accommodating and patient with me when I was in a wheelchair and there were airport wheelchair pushers to assist me. Robert did not leave me until my family was able to retrieve me from HOU. I appreciate this gentleman so much; this was the best Christmas present that I received. Captain Robert did not want anything in return; it appeared that he only wanted to make sure I was safe with my family.
Captain Robert is the image of what going beyond the call of duty and great Customer Service looks like. He is to be praised for his kindness and love and for helping me during my time of need. Once again, I appreciate you, Captain Robert. You made my Christmas better. I hope you are my Pilot when I am able to fly again!”
Coheart Terry T.
“I wish I could send each one of you on the Facilities Maintenance Tech Team a Kick Tail to express my gratitude for all that you do. While many of us may rarely see you, some of us do SEE YOU! We see you because we are blessed to walk into such a beautiful facility every single day, where we are always comfortable, have clean spaces, and when something does need to be repaired, cleaned, moved, built, or removed, you all do it with stealth, efficiency, and timeliness that most of us rarely notice.
Having served in the military and knowing what it takes to make things happen behind the scenes, I have nothing but LUV and respect for all of you who keep the ship beaming with great pride. So, it is my intent to express my gratitude for all you do every single day. Incidentally, in my almost six months here at SWA, I have been blown away by how quickly and efficiently tickets I have placed are completed, and how anytime I have had a question, you have given me the gift of your time to help guide me on the process. Thank you again, and know that I am grateful to be a Coheart to SWAwesome Team Members like you all!”
Customer Deanne W.
“Last Sunday, my husband, our son, and I were scheduled to take a 9:10 p.m. flight home from DEN to MDW. As we were waiting to check our bags, my 16-month-old suddenly started showing signs of discomfort and was feeling unwell. Carolee noticed and tried to interact with my son to make him feel better. Unfortunately, it didn’t help. I had a complete breakdown due to worrying about my son and, let’s be real, due to being very stressed out.
Wonderful Carolee asked for our IDs and came back a few minutes later telling us to run to the gate because she booked us a flight that was over three hours earlier than our original flight. I am so beyond thankful for Carolee! My son ended up being very sick after we got home, and I’m not sure what would’ve happened if Carolee hadn’t gotten us home on an earlier flight. What may have been a simple gesture to Carolee meant absolutely everything to us. Thank you again!”
Customer Janet M.
“My sister-in-law was having health issues, and, although I was needing a knee replacement myself, my husband and I traveled to see her. We were flying on a different airline but, when we got to the airport in BNA, we found ourselves in a very confusing situation due to the construction at the airport. I was overwhelmed and exhausted trying to navigate. Southwest Employee, Terry, who was on his way home for the day, saw me and stopped to help. He found a wheelchair and pushed me to where we needed to be, all on his own time. I asked to take a photo of his ID so that I could let you know how proud you should be of this outstanding Employee who represents Southwest. Thank you, Terry and Southwest!”
Janet M.
Customer
Coheart Cheyenne C.
“I traveled on a flight one night that had lots of empty seats. I sat across the aisle and one row behind a mom and her extremely energetic toddler. I was also sitting behind the lovely Donna, who had her own row. It was quite clear the toddler would have issues calming down for her mom, who was visibly exhausted and at her limit after a long day. Before we could even take off, Donna asked the mother for permission to keep the toddler occupied during the flight. The mother of course obliged, and she soon was fast asleep while her child was playing games, laughing, and learning with Donna! They played games with their hands (no devices!), practiced the alphabet, read the informational guides, learned parts of the plane and how to count fingers and toes, and pointed out different landmarks visible up in the air. Had I not been paying attention, I would have had no idea that the toddler now seated in front of me was even there! Donna kept this little girl busy with fun and education the entire flight—and at a volume much quieter than before she was in her care. Donna is the best!”
