Thomas/Monica sent a message to Gary C. Kelly Chairman, President, and CEO, Southwest Airlines Co. – email address that said:
sir; we recently had r/t flight from DAY TO RNO. (5/31) outbound flight held in DAY due to weather at MDW. Day employee named Chad was able to change our flight out of MDW so we could get to RNO that evening instead of having to hangout at MDW 'TIL next day. Kudos to Chad and ground crews as our bags DID follow us.
During our vacation, we got news that my wife's mother was failing rapidly from cancer and transferred her to hospice. we contacted customer service (6/6) and were told it would be almost $500 to change flights. we talked it over and recontacted customer service and got different rep who, upon hearing our dilemma, was able to get us booked on next flight out(6/7) at no extra charge due to medical reasons! we lost her mother shortly after we returned. without that gentleman's assistance and caring we would have had to pay much more to get home to her. we r forever in his debt and also in SW airlines debt!
we heartily recommend your airline to all who ask (and some who don't).
We do wish you had not begun routing us from DAY to MDW to begin most of our flights due to weather concerns there!
we remain comitted customers.
we know this starts at the top and is reason we are sending this to you! you obviously have instilled all of this in your employees!
Monica/Thomas
