Paul Hale sent a message to Gary Kelly that said:
Mr. Kelly,
I just wanted to recognize Camilo Lozano, Customer Service Supervisor II, Ground Operations, for taking care of me at FLL. He made sure my crutches would be waiting at the gate when I arrived at DCA last week.
They were too long to fit anywhere inside the aircraft and had to be stored with the luggage. That was a first for me and I have been on hundreds of jets over the years.
I was not pleased that the crutches had to be put with the luggage for fear they would get sent to the baggage claim area once we landed at DCA. However, Mr. Lozano assured me they would be waiting for me as soon as they opened the door to let passengers disembark.
That is exactly what happened, much to my relief. I greatly appreciate his concern and effort to resolve the situation.
Respectfully,
Paul G. Hale
