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In the spirit of the holidays, I thought I would take this opportunity to reflect on some amazing moments that our Employees have shared with our valued Customers this year. The holiday season always seems to provide the perfect setting for sharing stories, celebrating family, connecting with loved ones, and relishing the gift of giving—and quite frankly these stories are too good to not retell.
On one occasion, an Employee saw a tweet by a Customer saying that she was flying with us into Nashville, Tennessee, and that the only thing that could make her trip better was a hot breakfast served on a silver platter. Our Nashville-based Employee bought the Customer a breakfast of pancakes and OJ and was waiting for her when she got off the plane. While it was a small gesture, I’m sure it made a lasting impact on our Customer.
Another story highlights the remarkable efforts of one of our Flight Attendants to return a lost item to a Customer—it took her four years. Back in 2009, a Customer lost her high school class ring at the TSA checkpoint in San Francisco. Our Employee found the ring and, knowing that the item had sentimental value, tirelessly attempted to track down the rightful owner. The Flight Attendant contacted the high school, talked to alumni, and eventually found the Customer’s brother, who put her in touch with the Customer. After four years and a lot of dedication and persistence, our Employee returned the ring to its owner, making yet another special connection with one of our Customers.
Another Customer could not find his wallet and was in the process of telling a Flight Attendant about it when one of our Houston Captains overheard their conversation. He immediately stepped in to help. The Customer determined that he must have left it at a restaurant in the Burbank airport. Our Captain called the airport with his personal phone, tracked down the wallet, and gave the Customer $40 of his own money to help him out with the rest of his trip.
Moments like these—spontaneous and heartfelt—remind us of why Southwest exists. As a Company, our Purpose is to connect people to what’s important in their lives with friendly, reliable, and low-cost air travel. And as you can see, our Employees make some special connections with our Customers along the way.
I hope you’ve enjoyed these stories as much as I did. Happy holidays!
Chairman, President, and CEO
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Perspectives from Southwest Airlines Chairman and CEO Gary Kelly. Click Here
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