“I would like to tell you about an amazing Employee, Terry F. After visiting my friend in Colorado Springs, it was time to head back. When we left his house, I locked the door and put his keys in my jacket pocket. I knew it would be warm in Dallas, so when I got to the airport, I put my jacket in my bag and checked the bag. Just before boarding, my friend texted me, having realized that I had his keys. I ran to the counter, a nervous wreck, and explained the situation. Here comes Terry. After the first attempt, Terry was unable to find my bag, but he wasn’t giving up. He asked for a better description. By now, the plane was boarding, and I feared I would not get the keys and would miss my flight. Suddenly, Terry reappeared with my bag! I honestly think he took every bag off the plane looking for it. And it didn’t end there! I knew I couldn’t get the keys to my friend and still make the flight. Without hesitation, Terry asked for the keys and took them to my friend. I have never been so thankful for anything or anyone ever. Southwest always has great Customer Service, but at that moment to me, Terry was a hero!”