On a recent flight from OAK to OGG, I had a couple onboard who were flying Southwest for the very first time. Despite my efforts to show them our signature Hospitality, they remained underwhelmed throughout the flight. That changed when Captain John stepped in. After everyone deplaned, the couple realized they had lost a tiny piece from their travel Scrabble game—something most people might overlook. But not John. He got down on his hands and knees to retrieve the piece that was wedged in a small corner. That moment shifted everything. The couple saw firsthand that Southwest isn’t “just another airline.” John’s act of kindness showed them they mattered—not just as passengers, but as people. John, thank you for leading by example and reminding us all what the true Southwest Spirit looks like. It was an honor to fly with you.