“My wife and I were flying Frontier Airlines. Our flight from MDW to PHL was delayed, and then canceled. My wife was looking for some help, and Katie saw that she was upset. Katie started talking to her and found out what was going on. She took her to the Frontier office, but no one was there. Katie then went to her computer and was able to book my wife and I on a Southwest flight to PHL. If it was not for Katie’s assistance, we would’ve missed our granddaughter’s birthday. Katie went above and beyond to help my wife and me. I run an ambulance company and teach customer service and public relations/marketing to my employees. Katie is a prime example of what good Customer Service means. I would be proud to have an employee do something like this for my customers. She’s an asset to Southwest! My wife and I feel that you needed to know how much we appreciate what she did for us by going above and beyond at 2:30 a.m. to get us on a flight at 6:00 a.m. She turned a hectic and stressful travel experience into relief and excitement, knowing we would be able to make the party.”