The Colleen C. Barrett Institute for Cultural Excellence & Customer Service

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A Life-Changing Flight

“I’m afraid to fly, but I ALWAYS fly Southwest; your Employees are happy, which helps me relax. Today was unlike any experience I have ever had. As I was walking to my gate, I heard a Pilot say, “that’s the MAX I’lI be flying.” I asked him if it’s OK to fly that plane, because I have a fear of flying. He introduced himself and began to talk to me about flying, and he said he would do his very best to keep the turbulence at bay. As I anxiously waited to board, Mark came out and showed me the flight path, explained the air pressure, wind knots, and things I didn’t understand. How kind and generous that he took the time to do that for me! We had a beautiful flight with minimal turbulence (I like to think he worked extra hard for me)! As I got off the plane, Mark was waiting to check on me and to apologize for the little bit of turbulence. I was at a loss for words, and I gave him a hug and said thank you. This was truly a life-changing flight for me, and I will think of Mark and his calming voice of reason every time I fly. Thank you, Southwest, and, thank you Mark… you are one in a million and I appreciate you more than words can express.”

Carrie A.


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