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 Rodney S.
“I would like to give a commendation to Representative Karen for the assistance she provided me. I was on a bereavement trip, putting my son to rest, and after the funeral service, I was a wreck. I couldn’t find any of my return trip information. I was in a panic, combined with being a dinosaur when it comes to dealing with any kind of IT stuff. Karen took really good care of me. She was patient, kind, and caring. Karen was extremely knowledgeable; she assisted me with finding my confirmation number, and she got me checked in for my flight. What really stood out most about Karen is her empathy. She calmed me down and reassured me that everything would work out and I had nothing to worry about. What I am trying to say is that Karen not only helped me with my flight, but she encouraged me that everything will be all right with my current situation. Because of Karen, I will always make Southwest Airlines my first choice.”
Customer Josh A.
“My wife and I were flying with another airline when our flight from MDW to PHL was delayed and then canceled. My wife was looking for some help when Southwest Employee Katie noticed that she was upset. Katie started talking to her and found out what was going on. She took her to the other airline’s office, but no one was there. Katie then went to her computer and was able to book my wife and me on a Southwest flight to PHL. If it were not for Katie’s assistance, we would’ve missed our granddaughter’s birthday. Katie went above and beyond to help my wife and me, and is a prime example of what good Customer Service means; I run a company of my own and I would be proud to have one of my employees do something like this for my customers. She’s an asset to Southwest and we appreciate the way that she went above and beyond at 2:30 a.m. to get us on a flight at 6:00 a.m. She turned a hectic and stressful travel experience into relief and excitement, knowing we would be able to make the party.”
Coheart Julie S.
“Shilo was commuting to DEN, and my Crew and I were deadheading on the same flight. The number two engine wouldn’t start, which significantly delayed the flight. Shilo and I were sitting near a woman traveling with her one and five-year-old granddaughters. This grandma was becoming distraught and was in tears because of the delay, and because her daughter had forgotten to pack milk for the lactose-intolerant baby. Once we were back at the gate, Shilo, the only Flight Attendant not on the clock, stepped in and worked with me to help grandma with her bags and the children. Shilo insisted on staying to help watch the girls while I went to buy almond milk for the baby. She looked up flight options for grandma, walked her to the ticket counter, and stayed with her until she had new flights. When their wagon was off the plane, Shilo insisted on meeting me halfway to get it to them, so I didn’t have to come back through security.
Shilo embodies the Heart of Southwest! She put our Passenger first while her ride home was waiting. She insisted on following through with the Customer instead of passing her off to someone else. Her Warrior Spirit was shining through the Hospitality she provided!”
Customer Lizabeth R.
“I had a very important flight to SYR from RSW the day before Hurricane Ian paid us a visit. My flight was canceled and rebooked numerous times. Finally, my reservation was canceled. I was so frustrated at not being able to get to my special event that I called Southwest Airlines just to vent. An angel answered the phone! She listened patiently while I complained and then asked, ‘where do you need to be?’
After telling her where I live, she checked every airport with flights and asked how long it would take me to drive there. She got me on a flight out of TPA, which put me in SYR by midnight that night. The next day, I was sitting at the head table at an awards ceremony at which my deceased husband was being honored, and I was there to accept an award in his honor. It was the happiest day of my life since my husband passed away. My undying gratitude goes out to my angel, Deshonta. She is a treasure. God Bless Deshonta and Southwest Airlines for making it happen.”
Coheart Ty A.Coheart
“Being a new First Officer and unfamiliar with the Burbank terminal, I asked the ramp agent, Ron, if there was a coffee shop nearby. Ron explained to me that there wasn’t much near our gate. I said ‘I guess I’ll grab coffee at my next stop.’
I had just got in the cockpit to set up for the flight, when Ron knocked on the door and said ‘excuse me sir’ with a cup of coffee in hand. I was shocked—that right there is amazing internal Customer Service! He didn’t have to do that, nor did I expect it. Ron went above and beyond showing his Servant’s Heart. Ron is the perfect example of an Employee who demonstrates the values of Southwest Airlines, and he’s a reason People LUV this airline!”
Retired Coheart Ginger H.
“I was on one of the first flights when Southwest restarted its operation after weather-induced issues. As a former Employee who will always want the best for Southwest, I was watching for anxiety from Customers and Employees, and I wasn’t sure what to expect. Well, the flight starts as normal—cabin door closes; seat belts are buckled; and Penny, the A Flight Attendant, makes her Safety announcement. Then, she added an apology. She said she was so sorry Customers were inconvenienced and ‘we’re going to do everything we can to make this up for you.’
The statement that really stuck with me was when she said, ‘I love my airline.’ Upon seeing her humility and her efforts to hold back tears, the plane full of Passengers erupted in applause and support. I can’t imagine that happening at a place that does not prioritize Culture. A crisis will only magnify the Culture that already exists—whether good or bad. But at that moment, Penny was magnifying the Culture she lives every day. Penny didn’t start caring about Customers that day; her Servant’s Heart leads her to care about Customers every day. Penny is the best of the best and a remarkable ambassador for Southwest Airlines.”
