“I know you go above and beyond daily for our Customers, Laura, but here lately, you’ve been going above-er and beyond-er. It’s one thing to help our Customers, it’s another to help folks flying another airline. The Passenger in this case was traveling with Frontier. She approached you asking if her flight from SMF to ONT had already left, which it had. When you noticed she was traveling on Frontier, you instructed her on contacting them. However, when you encountered her again shortly after that, you really took care of her. She had been rerouted through LAS with a 15-hour layover, not scheduled to arrive in ONT until the next day, on top of also being pregnant, traveling with her toddler, and having limited funds. She was so sad. In true Laura fashion, you bought her two confirmed tickets with your Rapid Rewards points for her and her son on the next Southwest flight to Ontario. You also found two seats together for her and her son. She was grateful, and so am I. That is why I sent this LUV Report, to thank you for always being you and going the extra mile for those of us who depend on you. Things happen for a reason -I recall you weren’t feeling good and almost didn’t come in that day, but you did and were that Passenger’s Guardian Angel!”