“My minor son recently flew solo back to boarding school in Minnesota. The flight was perfect, but when he arrived at baggage claim, he could not locate his hockey gear. He was fortunate to interact with Karen at the service desk who notified him his gear and stick were on the wrong plane headed to Chicago and would not arrive until 10:30 that evening. My son had a van waiting to transport him to school 45 minutes away. After explaining that he had no car, no family, and was unable to return or wait, it was suggested that FedEx could deliver on Monday. Except–my son had hockey games the next 2 days and could not play without his equipment. Upon hearing the situation, the Supervisor, Carriann, offered to bring his equipment from the airport, late that night, all the way to his school in Faribault, on her own time. I was blown away. We were extremely grateful that Karen and Carriann would go “above and beyond.” They were both amazing, as was Mary, who was extremely attentive and kept us informed during the shift change. Southwest truly has the best staff of all the airlines. This is why we choose them over others!”