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

Southwest online rgb rev

Receive updates and the latest resources from the CCB Institute!

Miss Martha

“We had an 87-year old Passenger (Miss Martha) who needed intimate assistance in the front lav. I called Andi and asked her to stand in the front galley to block any view into the front lav. She immediately volunteered to take over and help Miss Martha. She said she did things like this while taking care of her mom. Of course, we all know taking care of your mom and taking care of a stranger are two very different things. And showed so much compassion toward this Passenger, helping her while maintaining her dignity. After we arrived in BWI, And went to buy pants for Miss Martha to wear, then pushed her in a wheelchair to the bathroom, then to her connecting gate. Andi did this so she could explain what had happened to the Operations Agent and ensure that the next Crew could watch out for this special Customer. Andi, you are the Spirit of SWA! You demonstrated Teamwork by jumping right in without hesitation to help me, and you demonstrated a Servant’s Heart by all that you did to take care of Miss Martha. Thank you from the bottom of my heart! You are a delight to work with, and I hope that we can do it again soon!”

Michele M.


Scroll to Top