Dear Southwest Airlines,
Last week, I had a quick trip to San Francisco, California. It was a Sunday morning. I had hurriedly packed my bags and headed to the airport. I arrived with just enough time to go through security and find my gate.
Group A was just finishing boarding when I arrived. I stepped into line and found my spot at B11. I smiled as I saw others find their place in line and wait patiently. Whenever I fly Southwest Airlines, I imagine all of us the day before checking in online. I wonder where people are at, if they were coming or going on this flight and what their life stories might be.
For this brief moment, all our our lives overlapped and we find ourselves together on this flight.
I pulled out my phone while I waited and sent a tweet.
I took vacation time from my regular job last week. I was heading to the Bay Area to babysit for some family friends. Both parents were traveling and need someone to stay with their five children. It was an opportunity for me to help my friends but also to earn some extra money.
Your airline attendants and staff were friendly, helpful and smiling as everyone boarded the plane. I managed to find a seat in the exit row. It was perfect as I am tall and need the extra leg room. I watched as passengers boarded the plane and your crew made everyone feel welcomed and comfortable.
I once listened to Ginger Hardage share about the culture of Southwest Airlines. Southwest Airlines business model and employee care was such a huge paradigm shift from what I had known and seen of other companies. It was at that moment I realized Southwest Airlines wasn’t just any airline. You were special.
Listen to Molly Fletcher’s Interview with Ginger Hardage
Ginger Hardage is the former Senior Vice President of Culture and Communication at Southwest Airlines. She has built an incredible legacy of culture and customer service. Molly Fletcher captures the influence and impact of Ginger Hardage’s role at Southwest Airlines in a recent interview.
Listen to her podcast here:
My admiration for Southwest Airlines grew exponentially this last week. As I watched your crew assisting passangers boarding our hour and a half flight to the Bay Area, I also had a small twitter conversation going with your Twitter account.
I snagged a good one near the exit!! ❤️👩🏻💻✈️🙌🏼 Love your airline and your staff. They always impress me. You’ve got a good crew! pic.twitter.com/HzalZYV3km
— KitchenTableFinances (@KitTabFin) January 14, 2018
Your employee (identified as “LC”) managing the Twitter account that morning thanked me for the kind words and mentioned wanting to return the LUV. At their request, I direct messaged them my rewards number and was told to keep an eye on my mailbox.
It was time for takeoff. I put my phone in airplane mode and enjoyed the flight to California.
“Our people are our single greatest strength and most enduring longterm competitive advantage.” Gary Kelly, CEO Southwest Airlines
Yesterday, I found a package in the mail from you. It was much larger than I expected.
In fact, I didn’t expect a package at all! My assumption was the surprise LUV your employee was sending me would be free drink vouchers in an envelope.
Boy, what I wrong! My jaw dropped when I opened the package.
Your employee, LC, sent me Southwest Airline earbuds to listen to music and an UE ROLL 2 Atmosphere Wireless Portable Bluetooth Speaker.
I didn’t expect such a gift. Thank you!
I am so blown away by the kindness and care of your employees. You gave me a gift just because… just because of who you are as an airline and who your employees are. The character and values of Southwest is evident and expressed through your people. You have good people, Southwest.
Thank you for the LUV and for spoiling me! I am looking forward to our next flight together!
With love and gratitude,