Comments from Customer Master Sergeant Joaquin C.

I wanted to let Southwest know about an Employee who went above and beyond to help my family. Her name is Talour and she works out of Hilo. On Sunday I accidentally left my wallet on the plane when I landed in Honolulu, after having been to Hilo for a quick vacation with my wife. We are a military family, right in the middle of moving, and the loss of my identifying information created a real crisis for our already hectic move schedule. I absolutely needed my ID for a variety of appointments Monday afternoon. Talour actually flew out here and brought my wallet to Honolulu Southwest Baggage Claim so that I could conveniently retrieve it and keep my tightly scheduled itinerary for my family’s move. It amazes me that she took the time out of her day* and was allowed to fly here for free on her own to rectify my own mistake. Once again, I am very thankful for this outstanding service and for everyone involved in this coordinated effort. This saved me from a great deal of stress, and I cannot express how grateful I truly am.

LUV Report from Liam’s “Mimi”

Dear SWA, I recently traveled with my two grandsons for a “mystery trip.” They had no idea where they were headed. As we boarded, I slipped a note to the Flight Attendant greeting us, having no idea what would come from it. My 12 year-old grandson, Liam, has one goal in life—to be a Flight Attendant, specifically for SWA. Some boys his age dream of being pro-athletes, pilots, military, etc. Liam’s career goal is to be a Flight Attendant. My note inquired if it was possible for Liam to “shadow” the Crew. Every Crew Member outdid themselves to make sure Liam was part of their Team. He was introduced to his fellow Passengers, given a bag of treasures, a sash (totally original!!) designating him a Flight Attendant, passed out snacks (when safe to be up), gathered trash, and even made an announcement. It was a memory I will treasure, and far more importantly, an experience Liam will never forget! Profound thanks goes to the Crew—Cyndi, Sal, Sam, and sweet Sierra—who made the plan come together. It was the best gift Liam has ever received.

Comments from Customer Chris M.

On our flight from SJC to KOA, the cabin Crew was absolutely fantastic. There were a large number of elementary-school aged children on the plane, mine included, so I was prepped for a raucous flight. No problem, we’d be landing soon enough in Hawaii. To my surprise, one of the Flight Attendants was able to find some coloring pages and coordinated    the sharing of some colored pencils and crayons. And just like that, most of the kids were engaged in a 4-hour art contest! Every child’s art was attached to the overhead bin with a tiny bit of tape on display for the whole cabin to see. This kind of creativity was so appreciated by parents, Passengers and, most importantly the kids. Not one child complained about their mask, and the adults got a nice enjoyable flight to the island paradise. Thanks Southwest. Y’all are cultivating a workplace and Customer Experience full of LUV!

LUV report Customer Amy S.

Sharon touched my heart so much with her kindness! At the end of boarding our flight, Sharon ran onto the plane and handed me a blanket she purchased for an elderly lady (going through chemo). She mentioned that the lady told her she was cold and didn’t bring a jacket.   I asked if she wanted to give it to her herself, and she said no. Clearly, she didn’t do it for the recognition. She just wanted to do something nice for our Customer. Thank you Sharon for keeping the LUV alive!!