Meet Pittsburgh International Airport's N.I.C.E.™ Problem Solvers

494

Airlines

Shawn W.

Stephanie V.

I spoke with Shawn this morning, in regards to a jacket that was left in the TSA area of the airport. She had found the jacket and gave me instructions on how to get it back. She was very polite, helpful and a pleasure to talk with. She gave me all the information I needed to be able to get the jacket sent back to California and told me that someone would be contacting me to make the final arrangements. She is a real asset to your company.

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493

ACAA

Sharon H.

Vi F.

We were told by American Airlines that we needed a visa to board a plane in Pittsburgh, connecting in Dallas, before we flew to Australia. Although American told us we could the documents on online, they couldn't provide us more help. Sharon worked with us for a couple of hours (even beyond the end of her shift) to help us through the situation and get the required visas. We had a great time -- that wouldn't have happened without Sharon.

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492

ACAA

Shron H.

John F.

Sharon was instrumental in me making my planned vacation. She went above the call of duty to ensure I secured the needed travel documents.

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491

Airlines

Kelli F.

Zenon P.

Kelli went the extra mile to call my home to notify me that Lost and Found had my lost item. She made the effort to find my home number to alert me. Her efforts saved me $700 in replacement costs.

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490

Airlines

Jen

Lynn R

I needed some assistance on changing my flight, as my connection was delayed due to weather and needed to reach my destination. Jen K. a gate representative/manager went out of her way to find me a solution. Another great example why Southwest is the best in the business. Please say thanks again to Jen!

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489

Airlines

Jen

Lynn R

I needed some assistance on changing my flight, as my connection was delayed due to weather and needed to reach my destination. Jen K. a gate representative/manager went out of her way to find me a solution. Another great example why Southwest is the best in the business. Please say thanks again to Jen!

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488

Airlines

Kathy R.

Lynn R.

I had the pleasure of having my 6 year old grand daughter, visit me for a week from Orlando, Florida. When she had to return to Florida, my husband and I were listed as the escorts to bring Kelsey to the departure gate. When asked, Southwest allowed Hannah, her cousin, to also escort her to the gate. When it was time to board the reality set in for these two cousins and the tears started to flow! Kelsey was crying " I don't want to go!" and Hannah was crying " I don't want Kelsey to leave!". The scene was heart wrenching and brutal. Even the other passengers in line to board started to cry over this heart warming scenario. Southwest costumer service representative "Miss Kathy" (how she asked Hannah to call her) went above and beyond to comfort Hannah offering her snacks, a hug, and assurance that Kelsey would be okay and that they would see each other again! The flight attendant watching over Kelsey got off of the plane to assure Miss Kathy and myself that Kelsey was now okay and that he even got her to laugh and smile! Even the ticket counter attendant and a host of three other employee's who were by the counter all went above and beyond to assure ourselves, grandma and pap, who were now also crying and Hannah that all was okay! Such great costumer service!!!! Such great human beings!!! Such a great experience! I'll fly Southwest every time I can from now on!!!

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487

Airlines

Joyce B.

Lynn

I recently was trying to get home from Pittsburgh to Kansas City, but because of snow in Chicago, several flights connecting through MDW, like mine, were either delayed or cancelled. When I approached the ticket counter, I was assisted by Joyce who went way out of her way to get me on an earlier flight with a better chance of making my connection. When that flight that she booked me on was subsequently cancelled about an hour later, I was devastated thinking I was now really stuck. However, Joyce actually called me on my cell phone and let me know not to worry, she moved me to a later flight as soon as she saw the alert and I was guaranteed a seat on a later flight that was already packed. It was so relieving to know that your employees really do care about their customers and are constantly working hard to make the best out of an otherwise stressful situation. Please let Joyce know she really did make my long travel that day so much better!

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486

Airlines

Ed G,

Lynn R.

I wanted to express how much I appreciated being handled with such respect by Ed. At gate A5 today. My boarding pass did not have a zone and when I asked the desk they realized I was a person of size but never mentioned it. He changed my pass and gave me an additional seat to reserve beside me just to "make sure you are comfortable" is how he handled it. The grace he showed to me was amazing and unexpected. We never verbally confirmed thus is what had occurred but we both know why the changes were made. I walked away with my dignity and extreme gratitude for him and the southwest family. This man deserves recognition! He was also training a new girl at the time and having seen how he handles the uncomfortable facts of airline travel, I hope she learns the same tact and grace. Thank you again to Ed!

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485

Airlines

Lisa K.

Lynn R.

Lisa was patient, kind and very helpful in rearranging my flights from Pittsburgh to Phoenix.

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484

Airlines

Brenda

Lynn R.

I planned my trip and then ended up with a broken leg. EVERYONE at Southwest was more then helpful and wonderful they made the trip such a wonderful experience flying with Southwest. Everyone from the curb side assistance to the captain in Orlando who offered to help my niece push my wheelchair. As always I am very glad that I chose southwest for my travels and will continue to do so. Thanks again for another wonderful experience and helping so much with my special needs for this trip

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483

PilotGroup

Tammy

Lynn R.

Tammy at PIT gate A3 has made us lifetime Southwest flyers. She turned a situation around for us and did so with smile. We have been extremely satisfied with her professionalism and demeanor. You're lucky to have someone like her in a customer-facing role. Tell her how much we appreciate her going above and beyond.

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482

Airlines

Joyce B.

Karen B.

I would like to let you know that your ticket counter agent Joyce was so awesome I flew to PIT to visit my elderly parents that are 91 years old and I wanted to get back home earlier that the flight I originally had scheduled so Joyce told me that because my flight was delayed she was able to waive any fees and change my ticket for an earlier time and she was so nice! So I was able to make an earlier flight to come home in time for my anniversary dinner! Thank you so much, people like Joyce are the reason that I fly Southwest. Thank you Joyce!

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481

Airlines

Ed G.

Lynn R.

I just wanted to compliment the agent that was working my gate. My flight was delayed due to weather and Ed stayed patient and helped all of the passengers with connections that were in jeopardy. He kept us up to date and did goods best to get people where they needed to go. We were at gate A5. Just wanted to tell him thank you.

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480

Airlines

Mary Jo

Cindy

My 84-year-old mother was checking in for her boarding her flight to my brother's for Christmas. Unfortunately, my brother did not book a direct flight for her, but did book a flight with a almost 3-hour layover in Baltimore. When my mother's cognitive status was not good, with all the hustle and bustle of getting her ready for the flight. She was not remembering she had a layover flight. I asked your employee, if there were shorter flights. When there was none that was feasible, I asked her how much it would cost to fly with her. When she said $255 each way, I called my husband and pulled out my credit card. Mary then said, "let me call my supervisor." Mary arranged for me to fly as my mother's attendant at no cost. She told me, "Merry Christmas from Southwest." I hugged her with tears streaming down my face and told her, "You don't know what this means to me and my family!" What Mary and her supervisor did not know was, I was recently unemployed and I really could not afford the flight, but was willing to go into debt to secure a safe passage for my mother. Bless you at Southwest. Every retelling of this happening is met with the same question, "Which airline was it?" When I tell them Southwest, they say, "it is good to know." Thank you all again at Southwest and I will never forget this.

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479

Airlines

Lynn R.

Debbie A.

All of the Southwest crew and ancillary staff deserve accolades for their preparedness, professionalism and kindness during my husband's medical incident at Pittsburgh International Airport. Lynn, a Pittsburgh based customer service supervisor, was especially helpful to me. She contacted our daughters who were meeting us as the airport and tactfully explained the situation to them. She also followed up with me several times to check on my husband's progress. I am happy to report that my husband's prognosis is good and he is on the road to recovery. Thank you Southwest! Your heart logo is now especially resonates with us. Your crew and staff personify it.

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478

Airlines

Judi

Barnabas

I wanted to thank Judi at the Pittsburgh International Airport. I missed my flight due to bad weather, but Judi was so helpful in getting me home to Los Angeles. I'm so glad that I didn't have to wait on stand by or have to fly the next day. She took care of me with a smile and I'm so glad I can write this email from home! Thanks, Judi!

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477

Airlines

Sonia

Margaret M

Our trip started with some significant weather-related delays, but a very gracious and helpful employee in Pittsburgh was able to get us booked onto a different flight, which got us to Orlando a little earlier than the original flight we were scheduled for

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476

Airlines

Sonia

Margaret M

Our trip started with some significant weather-related delays, but a very gracious and helpful employee in Pittsburgh was able to get us booked onto a different flight, which got us to Orlando a little earlier than the original flight we were scheduled for

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475

Airlines

Lynn R

Karlin

I am writing to complement the staff at Pittsburgh Airport for their kindness and professionalism, particularly Lynn I was traveling with my mother who requires oxygen, to winter in Florida with my sister. Upon arrival at the ticket counter it was soon determined the equipment was not fully charged and we would not be permitted to fly until it was full. You can imagine how disappointing this was to us. Lynn came up with a solution to book us on a later flight and escorted us to the Southwest employee lounge to charge the equipment and dry our eyes. She calmed our apprehensions and made sure we were comfortable as well as rebooked to a later flight allowing us more time to charge the equipment. When we went to our gate, Lynn was there to make sure we were ok. When we landed in Orlando, she called my sister who was picking us up to say she noticed our plane had landed and wanted to make sure we arrived safely. I have never received such excellent customer service, by an airline or any organization. Lynn is a compliment to your organization

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474

Airlines

Mray Jo

Linda

I made a mistake and booked the wrong city. Mary Jo was so nice in helping us rebook to the correct city even though we used points and she had extra work to rebook. Then she walked us to the right gate and got us on the flight on time. She was polite and took extra time with us. I really appreciate her help fixing my mistake!!

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473

Airlines

joyce B.

dave c.

A passenger and his wife, Mary were on a flight from PIT-MCO that was two hours delayed. They spoke with Joyce at the gate and asked if they could change flights. She informed them that there was only one seat left so they decided to be put on the stand by list. Joyce advised them to hang around the gate area when it comes time to board and how they clear the stand by passengers. They told her that they were going to get something to eat at TGIF while they waited. A little bit later, Joyce came walking over with two boarding cards for the earlier flight and handed them to them! They said that they will be Southwest passengers for life now simply because of Joyce...her amazing Customer Service and even friendlier attitude!! They said that "hands down, Joyce was the nicest lady they have ever met that works in the airline industry"!!! Great Job Joyce!

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472

PilotGroup

Laken S

Caudra

On Wednesday, February 19, 2015, I was traveling overseas to see my father who just had a stroke. When I went through the security check, the machine picked up a pack of tissues I had in my pocket. I could not leave until someone checked me. There didn’t seem to be any female agents around, and the officer who was managing the machine was not comfortable with patting me down. He called and called for a female officer. Laken, who was on break, heard his pleas and readily came over, put on her gloves, and patted me down, allowing for my trip to go on undisturbed.

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471

ACAA

Mark, Bo

Joe

Vehicle 834 went out of service during critical winter operations on the airfield during a heavy snowfall. Once back in the garage, Mark and Bo were able to get the truck back in service within ten minutes.

Electrician, Joe, said, “It was like being on pit row of NASCAR, they had my truck in the stall and back on the road within minutes. It left me with a great impression, knowing that I can depend on our mechanics to be there during a critical time of need.”

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470

Tenants

Tom K.

Annamarie

I am a GO FAST PASS holder and the last two trips to the airport, I could not get into the lot using my pass – I had to take a ticket because it would not let me in. Each time I would forget to call and check on it – just got side-tracked. So this last time (last Friday night) – I paid cash using the ticket I grabbed on Thursday when I entered the lot. The next day I saw a charge for $1196 on my amex for parking. I knew I had to call and was planning on doing that yesterday or today and WOW Tom saved the day.
I got an email from Tom noting the crazy charge and he figured out the issue and removed the charge.
This is the type of customer service I appreciate more than you know. I travel a ton and hope for smoothness in things as simple as parking. Tom saved me so much time and effort and for that I have been able to put that time toward work as opposed to fixing the issue. The proactive approach he took was much appreciated and when I head to the airport I know I will be able to get in the lot and know what the issue was!
Thank you Tom.

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469

Airlines

Ted M.

Steve B.

Ted in Pittsburgh was friendly and helpful with me in a wheelchair. He has a servant heart which was good.

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468

Concessions

Dan A., Sherry V.

Charissa

When I got to extended parking my car would not start. I called the airport number got a friendly response from a man who told me he would be there right away. Within three minutes, two people arrived, engaged me in friendly banter give my car a boost and I was up and running in no time. I told them about the other person who was in a similar situation and they quickly attended to him as well.
When I got to the parking exit I realized that I had misplaced my parking ticket. I was tentative because I thought for sure I would be charged a fee for having lost it. To my surprise, the friendly attendant, identified my car in no time and told me when I had entered the parking lot. There was no need for me to provide him with my plane tickets and there was no extra fee for me not having my parking stub.
I have always loved Pittsburgh airport. I had previously lived in another city whose airport is a nightmare. The great service makes flying a less stressful situation. The excellent service I received last Wednesday further increases my already high opinion of the airport as a well-run operation with excellent staff who certainly meet their customers needs. Kudos to all for the good job that you do. It is greatly appreciated.

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467

Airlines

Ted M.

Stephen B.

I was going to Boston for my sister's funeral and the land staff were very kind. Their words to me were full of empathy and they helped me with my suitcase. One man actually softly sang me an Irish song (my heritage)!

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466

Airlines

Kyle F.

Stephen B.

A customer just got off FLT 1786 BOS PIT and wanted to praise the gate agent in PIT. The customer said that just before pushback the gate agent came on board and delivered his laptop to him. The cusotmer said he left it charging in the gate area. His name was on the laptop and figured the gate agent must have done some research to figure out it was his.

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465

Airlines

Ed G

Marta

After a series of flights from Boston to Baltimore to Pittsburgh, I realized that I had left my Kindle on one of those planes. Assuming the Kindle had gone to Lost Item Heaven, I stopped quickly at the customer service counter in Pittsburgh (about to board another flight to Houston). Ed at the desk was fantastic. First, he called Baltimore - no Kindle. Then he tracked the plane I had been on, and confirmed that it had ended up in Tampa. At this point, I had to board my flight, so he gave me the number for the Tampa baggage office and explained who to ask for when I contacted them. I boarded, and while waiting for the the remaining customers to board, Ed stopped onto the plane quickly, to tell me he had already called Tampa on my behalf and they were looking for the Kindle. Then, when I landed in Houston, I already had a message from the Tampa baggage office, telling me they had found it! A quick phone call back and they had given me the directions to have my Kindle shipped back. As a side note, Ed in Pittsburgh also left me a follow-up message, letting me know he had heard the good news from Tampa and he wanted to be sure I had heard from them and had the information I needed to reclaim my lost Kindle.

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464

Airlines

Larry J.

Laura G.

We were traveling to Orlando, my husband left to park the car and left me with the luggage, my 8 year old son, and my mother in a wheelchair. Mr Larry Jenkins was my angel!! He helped me with my bags, did curbside check-in, and pushed the wheelchair to security check-in for me. All the while, regaling my son with various sports figures he has seen come through the airport! He was my angel that day! He is an asset to Aviation Safeguard.

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463

Airlines

Dana

Lynn

My husband I were part of the "Chicago problem" last week. Our flight from Washingon Regan to Phoenix via Midway airport was diverted to Pittsburgh PA on September 26th. We were required to spend a night in Pittsburgh and fly the following day to Nashville and then on to Phoenix.Kudos to Dana, your agent who kept a smile on her face in light of the 20 minute per person process time for each of the thousands of passengers stranded that day...

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462

Airlines

Kevin W.

Lynn

We were impacted by the Chicago ATC fire, and thought we would not be able to make it to Kansas City. The ground agent in Pittsburgh was named Kevin W, and he did a spectacular job of keeping everyone informed as to what was going on. The whole ground staff worked hard to get everyone on their way, and we really appreciate the effort! Kevin deserves major kudos for keeping cool when dealing with a plane full of anxious passengers! The flight crew also came through to explain everyone's new connections to them. My wife and I were so impressed that we both applied for Southwest credit cards during the flight! Thanks!

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461

Airlines

Mary Jo

Lynn

My husband has had multiple back surgeries since 2003 and traveling with such a disability can be quite a challenge. We pre-purchased our seats online and needed Mary Jo's assistance with changing to seats that were easier for my husband to use. She also helped me with getting a wheelchair and an escort to get us to the gate on time. She was so nice and helpful .

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460

Airlines

Judy G.

Lynn

When taking my mother to the airport to fly home for an emergency we met Judy G. She was simply the most warm, kind and gracious woman I have dealt with at any airport. She attended to my mom like she were her own. She radioed ahead to the gate crew to look out for my mom. She called me on her personal cell tell me my mother’s flight was delayed. My mother is disabled and I took the chance that the number she called me from would connect her to her desk and instead got her cell off the clock. She was lovely and she hung up got the info I needed and called me back. This woman should be teaching people what customer service is about.

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459

Airlines

Vikki K.

Anthony R.

During our return flight home from a hunting trip, one of your employees went above and beyond what I could have ever anticipated. Due to us flying on standby status, our luggage and cooler with our frozen meat in it from the hunt was going to arrive in Pittsburgh on time. Vikki K. noticed the name on the cooler and saw that I was having problems with flights. Vikki called me and told me I could have someone pick up the cooler in Pittsburgh rather than let the meat defrost and spoil. Let me tell you how absolutely wonderful it is having a proactive employee thinking about your customer’s needs. THANK YOU VIKKI! You are to be commended for your thoughtfulness

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458

Airlines

Ed G.

Lynn

Your employee Ed G. was working at the gate the day of the FAA Tower incident in Chicago. He addressed people's comments, issues and flight delays. He was awesome! He took the time with each person, focused on each issue and made each customer feel valued and important. He answered all questions and resolved concerns. He calmed disgruntled fliers. He provided superb service. Ed G. should be commended for his efforts. A happy, helpful, satisfied employee such as Ed G. creates happy and satisfied customers. I definitely will fly your airline again because of the interaction with this employee and the resolution of the flight delay situation. Please thank Ed G. for his attention to his flying customers.

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457

Airlines

Donna

Mark Z.

I I left my Apple mini iPad on the plane in the seat pocket. I told the flight attendant as I boarded the MDW-MEM flight and to my surprise they called me up front to go look for the other plane while they waited for paperwork. It was long gone as I expected but no other airline would offer this! Score 1 for SWA! When I landed in Memphis I tracked my iPad through findmyphone and found it was in Pittsburgh. I called customer service and they told me to go to baggage in Memphis and ask for help there. The person there told me he couldn't do anything to locate it as it was not a bag. However he gave me the baggage office in Pittsburgh. The real Champion is Donna in the Pittsburgh SWA baggage office, she was GREAT! She searched all over and then found the iPad after I pinged it and it started beeping. Donna promptly FedExed my iPad back after taking my FedEx number. I thought I would be bounced from person to person, but Donna took charge and helped me through the whole issue. I own a hotel company and I would be proud to have Donna and her customer service attitude in my company. Please recognize Donna for her outstanding service. She is truly a Southwest Airlines hero.

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456

Airlines

Greg F.

Bill

Greg went over and above what I think he had to do with reference to customer service. I had three bags plus a rifle and a large elk rack that he helped me with. He could have given me my rifle and horns and said to have a good day. Instead he helped me outside to get my ground transportation. I offered to tip him and he declined. I fly Southwest whenever I can and have always been treated very well but this gentleman is a real asset to your company.

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455

Airlines

Tammy

Susan

When I heard that our flight was grounded because of an electrical outage in Baltimore, I was became anxious. Tammy at the desk in our area was not only efficient in handling this situation but so very kind & patient with 140 clients. After about an hour into the delay, I approached Tammy & asked her if I could go on a flight to STL through Chicago. She arranged that for me and the others on the flight traveling to STL. She also took it upon herself to go downstairs, find my baggage & re-label it to get it to STL with me. I was shocked when she called me back to the desk to hand me the new baggage claim checks.

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454

Airlines

Kora

Lynn

My husband Joe, recently began having trouble walking distances, but we thought if we took it slow we could make it without assistance. Not so. We ended up flagging down someone with an empty wheel chair and he got us to the gate. Your agent was marvelous, she got all the paperwork done for pre-boarding and made arrangements for wheelchair assistance when we arrived in Las Vegas. The experience there was just as great. So was the return flight on Thanksgiving. The most important thing was the attitude of the people assisting us. They treated us like special guests, not an inconvenience. Thank you.

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453

Airlines

Joyce B.

Lynn

I would like to thank Joyce for her amazing customer service support during my travel experience. The flight was booked full and I needed to get my bags off of one plane to travel alternatively on a different flight. Joyce was instrumental in coordinating this for me without delaying the flight. You are very lucky to have a superior employee such as Joyce. Thank you so much for your assistance with my air travels.

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452

Airlines

Ed G.

Lynn

Your customer service representative, Ed, was so kind and helpful in clearing up what could have put a real damper on our girls only week getaway. He was patient with us and worked to get us on the flight we originally scheduled. We were so relieved and grateful that I felt I needed to write and let his superiors know that you have some very nice and caring employees. I have flown on Southwest before and have always been pleased with the service, but this was just a little more special. Thank you and thank Ed.

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451

Airlines

Jen, Judy, Ed

Lynn R.

My mate and I encountered problems trying to use numerous gift cards while booking on line. We took a ride to the airport and were rewarded with outstanding customer service by Jen, Judy and Ed. They took time to find us the best fares and routes, while using all of our gift cards. They maintained good humor and kindness through a trying transaction. They worked together as a team, exploring different thoughts. They kept constant communication with us while executing a tedious booking. Kudos to your ticket agents at the Pittsburgh Airport. They showed true professionalism and compassion, and it was greatly appreciated by two frustrated customers.

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450

Airlines

Joyce B.

Angie S.

My daughter and I were returning to Ft. Lauderdale from Pittsburgh after a last minute trip for a death in the family. Our flight out of Pittsburgh was delayed and we missed our connection in Tampa. I called Southwest reservations to try and get on a later connection. The rep told me that the only other flight she could get me on would get me home so late that it made more sense for us to rent a car and drive from Tampa to Ft. Lauderdale. So, I asked her to cancel the second part of our reservation from Tampa. When we finally went to board the flight out of Pittsburgh we found out she had canceled our whole reservation, including the flight out of Pittsburgh we were trying to board. We were sent to the desk to try and resolve the issue and that is where we met Joyce. She hurriedly rebooked us on the flight to Tampa and was trying to get us on a flight to Ft. Lauderdale that the customer service rep on the phone couldn't get us on. We had to board the flight before we knew what was going on and hoped she was successful. We were greeted in Tampa by a text from Joyce telling us she got us on the flight home and we would arrive only two hours after our original time. They even had boarding passes waiting for us at the counter. We could not be any happier with how she handled the situation and made an exhausting trip so much better. It is the customer service from employees like Joyce who make us continue to use Southwest time after time. Thank you Joyce!

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449

Airlines

John W.

Mark H.

I just wanted to extend a "Thank You" to John at the counter at Pittsburgh International Airport. I arrived at the airport very early, anticipating problems with cancellations and delays due to weather. In fact, I had already received a call letting me know my original flight had been delayed and I would miss my connection. John kindly checked and found another flight heading to another airport that would allow me to catch my connection, but due to the changes, I was losing my A boarding passes that I got through "Earlybird Check In". John , however, gave me the Business Select upgrade. I just wanted SWA to know that I appreciate what John did for me. He didn't have to do what he did but in my eyes he got out of the "BOX" and went the extra mile!

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448

ACAA

John K.

Susan E.

I had lost an item at a gate at Pittsburgh International Airport and ended up meeting John K. at the Airport Ambassador desk in baggage claim. As I was explaining the issue, John listened and then volunteered to go to the gate to try to find the item. He returned 10 minutes later with what I had been looking for. John, is a breath of fresh air. He was proactive and happy to serve.

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447

Tenants

Bob T.

Susan V.

I was returning through Pittsburgh International Airport with my two young daughters. By the time we reached the airport my 4-year old was too tired to wake up. I tried to place her in my back carrier, and carry my younger daughter, a baby, in front. But then that presented problems in carrying my luggage, not to mention two car seats. We were the last ones off the plane and a woman helped us to the Kidsport area, where a gentleman met us. He was nothing short of a Saint. He let me put my 4-year-old in the wheelchair, and carried my car seats and bag as I got the kids. He was pleasant and professional, and at that moment, he really saved us. I don’t know what I would have done without him. He made sure we got to the car and got everything strapped in. I am very grateful for the service he provided.

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446

ACAA

Candy C

Angela S

I led a group of six family members in flying on USAirways from Pittsburgh to LaGuardia, departing at 11:40am. By the time I was in the cab in New York City, riding from the airport to the hotel, Candy was calling on my cellphone, asking about my red folder full of hotel information, tickets to a show and tickets to the 9/11 Museum for this group. I had apparently left this folder on the USAirways counter IN PITTSBURGH! Candy (was calling to talk with me about getting all this information to me in New York!
Candy arranged to ship my information FedEx to my hotel for first delivery the next morning, and it did arrive by 10am! We didn't miss any events, and all our tickets and information arrived intact.
A great big THANK YOU to Candy!

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445

Airlines

Orabelle

Stephen B.

I had hurt my back two days before the flight. Difficult to stand or walk. I asked gate agent at PIT if I could go in with "Those Needing More Time" because I was really hurting. She said yes, and as a matter of fact, she would move me from 11A to 1A to make it easier. Her name was Orebelle, or very close to that. She didn't need to do anything. But she did. THAT is worthy of note, doing something not required.

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444

ACAA

Anthony A.

Susan S.

A woman called to let us her mother had been involved in a car accident on Entrance Road on at 5 am a few days earlier. Both vehicles needed to be towed. She stated an officer loaded her mother’s luggage, drove her to the terminal, then guided her through the ticket counter and security checkpoint to make sure she made her flight. She said her mother needs a wheelchair to get around and believed the same officer also assisted the other family involved in the collision in getting to the terminal to make their flight. She said all of the officers were kind and helpful but she wanted to particularly recognize Officer Anthony A. She believes he went above and beyond to assist her and never expected such concern and assistance. She said we should be proud of our officers.

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443

ACAA

Tullio P., John H.

John B.

Tullio and John received a call from Operations about passengers on a plane that was sitting on the ramp with no airline people on site. With a phone call between Operations,ALS and airlines’s operations they all agreed to bring the plane in. With John’s years of experience as a mechanic he was more than comfortable with marshaling in the aircraft. Once parked and tires chalked Tullio parked the jetway and begin unloading people from the aircraft. The captain was concerned that since the aircraft was a RJ there was a lot of passengers with gate checked bags. Without skipping a beat Tullio and John starting pulling bags from cargo bins shortly after then the airline's people started to arrive.

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442

ACAA

Ben C., Don P., Ed K., Larry R., and Wade W

Kevin K.

A retired veteran was checking his bags at the US Airways Ticket Counter and dropped his Military ID into a small slot between the scale and the ticket counter, making it impossible for him to retrieve without tools. Ben C., Don P., Ed K., Larry R., and Wade W. were made aware of the problem and responded to help. After looking over the situation, they came up with an action plan to take the scale apart and remove the bottom so they can get access to the ID. They successfully retrieved it and the gentleman made his flight without any further issues. He said that it was one of the most excellent displays of Customer Service he has seen from an airport. They turned what could have been a frustrating and negative experience into a positive solution that the customer will remember for years to come.

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441

Airlines

Marc B.

Christine

Air com received a call from a passenger who was upset because she didn’t have money to get out of the parking lot because her husband had lost his wallet. Marc went to see if there was anything he could do to provide assistance. Upon arriving he spoke to the female and her husband who is an injured veteran. Marc learned that they were at a facility for injured military service personnel that helped them acclimate to daily life. Her husband had suffered a severe head injury that left him with multiple disabilities.
Upon hearing of their story, Marc paid for their parking himself. He thanked them for his service to our country, and wished them safe travels to their family.

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440

Airlines

Jennifer K. and Kathy R.

Sheryl

I made reservations for three family members to travel to New Orleans. Unknowingly two were traveling on the same flight while two of us were on a different flight. Different arrival times meant different layovers separate transportation for us...bad news. When we checked in Jennifer and Kathy managed to change all three flights put us together and yes even get us an upgrade. WOW; Jennifer was relentless in her pursuit of helping get the arrangements we wanted. She spent so much time and energy and was committed to making this trip pleasant and satisfying. Kathy stepped in and was concerned about our travel needs and satisfaction. WOW; what a team of impressive commited customer service employees. They made a very stressful situation a most easy and pleasant one for us. Hats off to two very important employees who deserve recognition for going way above and way beyond the expectations on a regular travel day.

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439

Airlines

Tanny

Maria R.

I had an Air Tran flight from Pittsburgh to Tampa that stopped in Atlanta. When I checked in at the airport in Pittsburgh, Tammy told me there was a seat in a direct flight that would get me home more than 3 hours earlier. She didn't have to do that and I wouldn't have known any better. The last time I checked that flight was full. She made my trip much more convenient and a lot less stressful. I travel often and don't often encounter such helpfulness.

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438

Airlines

Joann O.

Tracy L

I would like to compliment your employee JoAnn. She was so helpful when I was booking our trip to Jacksonville, FL. I feel that she went above and beyond to help me make my Southwest experience the best that it could possibly be. JoAnn is a real asset to your company so please pass my gratitude and compliment on to her please. Thank you and I look forward to our next flight with Southwest.

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437

PilotGroup

Mary Jo

Marie O.

Mary-Jo, the ticket agent at Pittsburgh Airport was so very kind and patient with my husband and me. She was such a great lady. Your airline should be SO proud to have such a wonderful employee!

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436

Airlines

Carol N.

Hilary

Thanks for keeping me a happy and loyal flyer. I had the choice to book a direct flight but opted to book with a connection on SW in appreciation of your flexibility. Boy was I glad I did. I arrived at my gate 15 minutes before my flight departed only to receive a call that my elderly father took a turn for the worse. The gate agent, Carol, made it possible for me to turn around and book my return flight whenever I could. When I made my reservation for the next day, not only did I not incur a cost, but I got points back. You can bet my family of 5 frequent travelers will keep using SW. Thanks Carol!

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435

Airlines

Tammy

Michelle E.

We missed our flight out of pittsburgh to ft lauderdale this morning. Tammy at the southwest check-in counter was more than helpful and got us a standby flight later this afternoon. We can not thank Tammy and Southwest Airlines enough! So very pleased with the outstanding service provided to us today and always from southwest and their crew. We will always recommend Southwest Airlines. Thanks again!

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434

Airlines

Megan

Kevin K

My wife and I were to go on a cruise and were at Pittsburgh International about 6:30 a.m. to board a Southwest flight to Ft Lauderdale when my wife suffered a seizure. Obviously we were not able to travel and my wife was taken to the hospital. She is doing much better now and her health issue was addressed. We want to Thank the gate employees of Southwest at Pittsburgh for their concern and attention that they gave me and my wife that morning. Megan came to me immediately when it was apparent that Sue was being transported to the hospital and gave me vouchers for our flight. Thank you again Southwest for showing the you and your employees care for their passengers and people. Once again it proves why Southwest is the best airline. That's why I want to make sure that we are able to book our April flight to Ft Lauderdale on Southwest as soon as flights are available and we can get our best options of flights. Flights fill quickly because your the best.

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433

PilotGroup

Dana and John W.

Susan S.

My husband, two children and myself missed our flight to a family vacation in Aruba. After reading the expression on my ten year olds face, Dana reassured us not to worry. She would help us in whatever way possible. She immediately picked up the phone to find out what our options were. Dana remained calm, patient and professional, reassuring us every few minutes that she was working on a solution. John and Dana together resolved our issue and was able to seat us on the next available flight to Aruba. We arrived at our family vacation at approximately the same time we were scheduled from our original flight. It is very refreshing that individuals, such as John and Dana, were able to turnaround a very stressful situation into a successful and happy ending.

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432

Airlines

Ed G.

Carol B.

As I arrived in the baggage area this morning, I heard my name being paged but could not hear where to call. Ed G was manning the Southwest baggage claim area. I explained the situation and hevery kindly tracked down the page and was going to issue me a boarding pass so I could go back and retrieve my ID. Then he realized, I would not be able to get thru security With Out my ID. He locked up his lost baggage area and went over to the terminal to retrieve it for me. He was back in less than 10 minutes, and you can imagine just how relieved I was. This is outstanding personal customer service and he didn't even give it second thought. This is just one of the many reasons I choose to fly Southwest. Your folks are the BEST !!! Kudos

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431

Airlines

Lore

Scot H.

I am a LEO who most often flies armed. Despite every airline and nearly every airport handling the procedures of getting an armed LEO through the boarding process, Pittsburgh often seems to be the most consistent airport. As each airline has varying policies when addressing armed LEO's, this are often "trying times." However, I truly felt one of your employees went above and beyond to simplify the process and handled all issues with true professionalism. I wanted to thank Lore and hopefully let her and her superiors know her dedicated and professional work was certainly appreciated. It is amazing how a simple smile and true professionalism can make such an often unnecessarily "painful" process easy and stress-free for all. Thanks again.

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430

Airlines

Judi G.

Ann W.

Judi G waived the fee associated with changing my flight to the next day, which allowed me the time to resolve a fairly serious and distressing family issue. In addition to waiving the ticket-change fee, Judi's kindness and caring customer service was extremely helpful in a stressful situation, and SW's policy of allowing their CS reps to make these decisions at the gate is a true differentiator from other airlines. I will book any future travel that I can through Southwest. Please extend my appreciation to Judi in Pittsburgh if at all possible. And thank you again for allowing me to extend my stay; I would not have been able to do so had the fee not been waived.

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429

Airlines

Shirley

Renee P.

I was checking multiple bags and spoke with Shirley at the counter about a recommendation of whether I should catch an earlier flight. She made a phone call and recommended I stay with what I was scheduled. I did greatly appreciate the constant update on the status of the plane. It was still being repaired, 40 minutes out, 10 minutes out, the plane had landed. Then Shirley acknowledged me and said we are going to get you underway shortly. I mean this was spectacular customer service, acknowledged me personally as she had helped me earlier. I just could not have had a better experience. I can't believe how great this experience was, please keep up your great work!!

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428

Airlines

Joyce B.

Kelly G.

At approximately 4:00 p.m., the passenger load was extremely heavy and the counter was bustling with activity. I escorted a passenger to the counter for assistance. A grandfather was traveling with his two grandsons, one of which had brought ammunition in his carry-on bags, unbeknownst to the grandfather. After finding a proper packaging materials, the grandfather brought a very small backpack to place into checked baggage. As the grandfather and his grandsons had only minutes to spare, time was critical lest they would miss their flight. Without hesitation, Joyce found a large box and packing material to put the small backpack into so it could be checked. All the while allaying the grandfathers concerns of potentially missing their flight. I found Joyce to be a thoughtful and highly efficient agent whose assistance during a chaotic situation did a great service. Undoubtedly without her assistance this family would have never boarded in time and most certainly this delay would have been disruptive to their plans.

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427

Airlines

Joann

Yvonne

I just want to say thank you for having a great employee. I believe Joann checked my daughter Jessica in for her first solo trip to Florida. She could tell that I was on the verge of tears and so she asked if my husband and I would like a gate pass to take our daughter to the gate. We were not even aware that such a thing was possible. Had she not been so observant - we would have been beside ourselves for several hours not knowing if she was ok. We did thank her several times but I really thought she should get special recognition. She did not have to do any more than check in Jessica - but she went that extra effort to really make us feel a million times better. That is why we always fly Southwest. Don't change your customer service one bit! :-)

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426

Airlines

Joann

Christopher N.

I flew out of Pittsburgh today on my way to Burbank. I wanted to take a moment to tell you that Joann at the check in was very helpful in getting me on another flight so I could reach my destination on time instead of 4-5 hours later. I really appreciated her help.

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425

Airlines

Joyce B.

Aaron R.

I would like to thank our gate customer service agent Judy for her excellent customer service and overall pleasant attitude. It's employees like this that make the Southwest experience as wonderful as it is. She took the extra effort to place my wife and I together which was greatly appreciated.

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424

Airlines

Ed G. and Lynn R.

Laurel R.

Agents Ed G and Lynn R were amazing during the cancellation of my flight. Immediately they announced the plan and the process for getting people re-booked. They were courteous, calm and professional; and wonder of wonders - so were the passengers that they were dealing with! Everyone stayed calm and stayed in their seats until called in a organized manner. They also announced up front the voucher for everyone! I cannot remember EVER seeing something so irritating being handled so well. KUDOS to Ed and Lynn. These two employees enhanced the value of your brand today!

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423

Airlines

Ed G.

Geraldnine N.

Yesterday, I arrived very early for a 6:10 p.m. flight back home to Denver. As I returned my rental car, I received an email from SW saying my flight was delayed until after 7p.m. "Ed" at the ticket counter was my savior! I asked if he could get me on an earlier flight. Without any fuss, with few words spoken, he clicked away, smiled and said "you are on a non-stop in an hour". Ed has no idea how arduous my week had been and how much I wanted to simply get home...but he got me home without muss or fuss and I thank him for that. Thank you Ed in Pittsburgh!!

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422

Airlines

Shirley J.

Anthony S.

I wanted to reach out and recognize one of your employees who was very helpful and displayed tremendous customer service. The agent's name is Shirley. I am a GM for another airline at another station and would be thrilled to have someone like her as a part of my team. She was wonderful and went above and beyond for me after my flight was delayed and would cause me to miss my connection back home. Every time I fly Southwest in and out of PIT which is often, I am always very pleased.

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421

Airlines

Joyce B.

Lisa W.

I wanted to say thank you to Joyce, a gate attendant in Pittsburgh. She tried very hard to help me find my cell phone. She even came on the plane to follow up with me and hugged me when I told her the parking lot had located it. Such a nice person who totally went out of her way.

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420

Airlines

Kevin

Robin M.

I travel every week to work and although you may already know this, I feel compelled to express my gratitude to one of your employees. Kevin, an operations agent in Pittsburgh has and always goes beyond his call of duty for Southwest Airlines. He never hesitates to accomadate your passengers as well as crew members. It's the little things that count with passengers. Today he was calming a female passenger that had several problems concerning her health. He stopped to help a crew member and I could go on and on about this man. It is wonderful to see that these kinds of people really do still exist ! I commend you Kevin. Southwest did well when they hired you. You're a gem.

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419

ACAA

April Shawhan and Darrien Baylor

Kevin K.

This is a great story about 2 ABM workers (April S. and Darrien B), that through one simple act of going above their required duty, they may have altered the thinking of a young family on how to view our great airport and its level of customer service.

An afternoon on Saturday 9/20/14 a family of 3 (Mom, Dad and 3 year old son) landed and were heading to Baggage claim. They decided to take the glass elevators from Transit level to the Baggage claim level, when the worst thing that could ever happen to a 3 year old occurred. This young lad dropped his coveted blankee down into the pit around the glass elevators. Naturally, this "end of the world" scenario in the eyes of a child led to an outcry of emotions on his part. April (cleaner from ABM) overheard the commotion and jumped into action immediately. With her supervisor, Amy, looking on, they knew they had to get this child's blanket back as fast and as SAFE as possible. Being that it was a Saturday, Schindler wasn't on site, so calling them to shut down the elevators wasn’t plausible at this point. April got the idea to use her mop stick to try to hook the boy’s blanket. Unfortunately, her arms weren't nearly long enough to safely get the blanket out of the pit. By this time Darrien was there and he offered his assistance. Thankfully, he had an arm span long enough that he was able to hook and fish the blankee up and out of the pit and into the arms of the child. The parents were instructed to make sure the blankee gets a nice washing. The quick thinking and acting of April and Darrien are just one of many examples of why our airport should be everybody's Airport of Choice. This was Truly FIRST CLASS SERVICE, and for that, we thank them.

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418

Airlines

Mary Jo

Joy S.

While looking like two lost grandmas in front of the Delta sign, Mary Jo came right up to us to help. Processing and getting our boarding passes was so nice. Also while going thru baggage and TSA area everyone was nice. Mary Jo takes the cake with the great customer service she gave to us. Helpful, friendly and very nice.

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417

Airlines

Brenda

Eric W.

My 6:30 am flight was cancelled due to weather. I was able to leave my gate and find a representative named Brenda at another gate. She was very friendly and went above and beyond to find the best possible way to get me home to Oklahoma City. I cannot say it enough how patient and professional she was. She needs to be recognized for her service.

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416

ACAA

Dawn R.

Stan L.

On Sunday, June 22, ACAA Operations received a call from a gentleman from the PGA Constellation Open. He was in baggage claim and was there to set up the tournament's check-in desk. However, no table or chairs were there. Although it was a Sunday morning (and it was the responsibility of the PGA to provide the table and chairs) Dawn provided great customer service by coordinating the delivery of a table and three chairs.

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415

Tenants

Joseph G.

Holly

My husband, Charles, and I arrived at Pittsburgh International Airport after flying in from Philadelphia. Joseph pushed Charles to the Landside Terminal to get our bags. I stopped in the restroom and when I came out I realized that I forgot my coat. Joseph and I then went back to the Airside Terminal, where he led me to Lost and Found, where I picked up my coat. Along the way I had to chance to talk to Joseph, who is polite, courteous, personable and a very kind person. If I owned a company, I would hire him! You should feel honored to have him work for your organization. I think you should know what a great job he is doing for your company!

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414

ACAA

Sharon H.

Beth H.

Sharon H. customer service representative and I came upon a young man trying to take his three bags to the gate area. He spoke very little English and needed to get to the United ticket counter. We helped him to the United ticket counter and found out that he was on his way to Dubai with a stop in DC. He is 18 years old and was very nervous that he would miss his 2 p.m. flight. When he tried to check in he needed $100 for the two bags of souvenirs he was taking home to his family. Luckily, Lisa of United, noticed he was very upset about his debit card not working and he had no one to help him. She was very kind and waved the fees for his bags and told him to proceed to the gate area. Sharon waited in line with him at United to make sure he got to airside in time. Three TSA officers helped him through the line. Sharon and took him on the train and got him to his gate area.

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413

Airlines

Shirley J.

Charles S.

My flight from PIT through Orlando to Nashville was delayed 2.5 hours which would have resulted in a lost connection. Shirley helped me to re-route through Chicago and she was very pleasant. I was grateful and the change did not cost me any extra. I was on the way to see my daughter for Father's Day Weekend so it was very important that I reached Nashville. Thanks Shirley!

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412

Airlines

Shirley J.

Charles S.

My flight from PIT through Orlando to Nashville was delayed 2.5 hours which would have resulted in a lost connection. Shirley helped me to re-route through Chicago and she was very pleasant. I was grateful and the change did not cost me any extra. I was on the way to see my daughter for Father's Day Weekend so it was very important that I reached Nashville. Thanks Shirley!

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411

Airlines

Mindy

Eric M.

I had a particularly good customer experience with Southwest. It saved what was a bad travel experience from being a disaster. My original flight into Pittsburgh, on another airline, was cancelled which meant my colleagues and I had to drive 550 miles to Pittsburgh for our meeting. After arrving at 4:30 a.m. and making our 9 a.m. meeting we arrived at the airport for our 5:30 p.m. flight on the original airline. We were told the plane had mechanical problems, delayed 15 minutes, then 30, then an hour, then cancelled. Six calls to customer service and the airline could not tell me when I could get to my next destination, Manchester, NH, where my daughter was playing in a soccer tournament and I was supposed to coach. The first game was at 12:00. The other airline said that they may be able to fly me to Detroit and, perhaps, could get me to Manchester by 3:45. In the meantime, they would not put us up in a hotel because they were out of vouchers, and would not pay for a meal because our flight had no meal. It was 10 pm at this time. I booked a flight on Southwest to BWI the next morning, with a connection to MHT at 11:45. I would have missed the 1st game but could make the 2nd. I arrived in PIT early the next morning to see if I could get an earlier flight to MHT. I grabbed the first person I saw with a Southwest uniform. Her name is Mindy, and I don't even know what her job description is. I told her a little of my story, and she could probably detect the distress in my tired voice. She walked me over to a gate computer and found an earlier flight from BWI to MHT. She told me to get a cup of coffee while she and another person typed away to see if they could get me onto the earlier flight. When I returned, she had a boarding pass for the 8:00 a.m. from BWI to MHT. I cried in the airport. . . I can't even begin to express my gratitude. I arrived in time to coach my daughter and to see her score six goals in four games and to watch my team go undefeated in the tournament, which I would have missed if I had waited for the other airlines to continuously apologize and tell me what they could NOT do! Thank you, and especially to Mindy in Pittsburgh.

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410

Concessions

Virginia N.

Jeff M.

I arrived at work at Pittsburgh International Airport and realized shortly after I had an important meeting, but was not dressed properly. I needed a dress shirt and tie within an hour. I went to Brooks Brothers where I explained my situation to Viginia, who quickly understood my issue and found me a matching shirt and tie. She then very quickly steamed the wrinkles out of the shirt and sent me on my way -- all set and ready to go to my meeting. It may have been simple for her, but it meant the world to me!

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409

Airlines

Lynn R.

Kelly S.

One of my favorite sayings is "I am an east coast Marine Mom desperate to see her west coast Marine Son!". Well, I was even more desperate this last week when my son texted me he was about to have unplanned surgery to have his appendix removed. I asked my friends and family for their prayers. Well, my prayers were answered with the help of a very special Southwest employee. A fellow military mom who understands my desperation, Lynn R. came to my rescue. She took all the worry out of the situation by taking care of all the flight arrangements for me. She even picked me up on her way to work to give me a ride to the airport! As it turns out, my son's surgery went well and I was there with him to provide a few days of TLC! Words cannot express the gratitude I feel for Lynn and all of her help. Just wanted Lynn to know how thankful my family is for everything she did to make this a worry free experience.

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408

Airlines

John W.

Karma W.

My 14 year old flew from Pittsburgh to Denver this past Saturday. Her first time making a connection by herself. John went above and beyond for Marissa and I am hoping you will recognize him for it. The flight out of Pittsburgh was delayed making her connection time short. When her sister checked Marissa's bags in at Pittsburgh she had John helping them. She expressed concern of the short connection time. John looked up the gates and wrote them on Marissa's bag claim. He also coached her on sitting at the front of the plane so she could get off quickly and printed out the flight availability for the remaining flights from Chicago to Denver and circled the one that was a direct to denver so Marissa could show it to the attendant in Chicago if necessary.

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407

ACAA

Lynn R.

William W.

Lynn R restructured our flights during a weather delay getting us to our destination on time. We were scheduled to JAX through BWI and our flight was delayed 40 minutes which would have cut our connection in BWI very close. Lynn reviewed all of our options and put us on an AirTran flight to Atlanta and connected us to JAX. Her patience and positive demeanor was greatly appreciated.

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406

Airlines

Mary J.

Marc R.

Mary Jo provided us with outstanding assistance with check-in and baggage. Our reservations were not correct and the handle on one piece of our luggage was not working. She calmly fixed both the reservation and the handle on our piece of luggage paving the way for a smooth flight and an outstanding vacation. Thank you so much for your fantastic service Mary Jo and Southwest!!!

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405

ACAA

Tammy P

Justin T.

Myself and five of my friends were traveling to Montego Bay and wouldn't you know it, we missed our flight. Thankfully, Tammy P. saved the day and rerouted us to a connecting flight from Chicago to Atlanta, our original connecting flight to Montego Bay. Thank you for helping us out and making this vacation possible and less stressful for us guys who can't seem to time manage. Lol great job!!

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404

Airlines

Jenny C

Justin T.

Myself and five of my friends were traveling to Montego Bay and wouldn't you know it, we missed our flight. Thankfully, Jenny C saved the day and rerouted us to a connecting flight from Chicago to Atlanta, our original connecting flight to Montego Bay. Thank you for helping us out and making this vacation possible and less stressful for us guys who can't seem to time manage. Lol great job!!

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403

Airlines

Dana

Ken D.

I would like to compliment the outstanding service that I was greeted with and experienced today when I checked in for my flight. I had the pleasure of having been checked in by a Customer Service Representative by the name of Dana. She was very helpful in arranging a seat change for me and a business partner that I was traveling with to get seated together for 2 flights. Dana expressed a positive and helpful attitude that reflects the forgotten art of customer service, and she truly shows her enjoyment of working with Air Tran to your customers.

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402

Airlines

Ed

Rebecca K.

Big thanks to Ed in baggage claim in Pittsburgh about 9:40 p.m. I left a briefcase in the overhead of my flight. I asked at baggage claim if it was found, and Ed quickly tracked it down and personally walked to the gate to retrieve it, all with a smile and friendly attitude. That's the reason I always try to fly Southwest, people are just friendlier.

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401

Airlines

Mindy

Patricia S.

I drove my mother and 97-year-old grandmother to the airport for their annual trip to Florida. Mindy, the gate agent, actually came over to my grandmother in her wheelchair, introduced herself and explained how they were going to assist her. We had a great experience. Mindy was fantastic to us and to the other passengers. She was so friendly and smiling. I've not flown on Southwest yet but after my experience yesterday, I can't wait to. She made you "want to fly her airline" by the way she treated you and the other guests. She smiled and greeted each passenger when they were in the boarding line for the flight. I have never met a gate agent so personable and professional. She made you feel so welcome and happy you selected Southwest/Air Tran for your flight. It was a fantastic experience.

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400

ACAA

Ron W. and Mike M.

Edna

Due to some ailments I have, it is difficult for me, at times, to make the walk from the employee parking lot to the Military Room where I serve as an Ambassador. But Ron and Mike make it possible. They meet me when I arrive at the airport and they park my car, make sure I get to the room in a wheelchair and take me back to my car when I am ready to leave.

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399

Tenants

Larry J.

Nancy S.

Larry J. a curbside check-in agent, was exceptionally kind and helpful to us on our early morning flight on March 9th, 2014. He made our check in, baggage handling, security screening and all with a wonderful smile and sense of humor. He is a great first face of Pittsburgh International.

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398

Airlines

Mary Jo

Beth S.

After several tries at the kiosk to obtain our boarding passes with passport involvement, Mary Jo stepped in and processed our paperwork with such a pleasant attitude in the early morning hours!! She is an employee that every business wants and I hope appreciates!

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397

Airlines

Judy

Louise

Without Judy, my daughter Sarah would have missed the opportunity of a lifetime to participate in the Disney parade down Main Street, USA at the Magic Kingdom. Sarah was part of a team of twirlers attending the international baton competition, TwirlMania. Most of her other team members had already arrived in Orlando.
Our journey began on the afternoon of Wednesday, February 12. After a cancellation, a reinstatement, but ultimately a rerouting, we ended up in Pittsburgh all thanks to another airline. Many airports and airlines were crippled
up and down the east coast due to the winter storm. On Thursday morning, we bought two stand-by tickets with Southwest. That is when we met Judy at Gate A3. She was patient and kind even with my initial questions as a nervous mother traveling with my 13-year-old. We spent most of the day by the gate trying to get on flights heading to Orlando. Unfortunately, despite our attempts, we were unable to get any seats. As the day turned into night, reality set in for my daughter and she simply started crying uncontrollably. Even without my saying so, she knew this meant we would likely turn around and go home. That’s when Judy showed us why Southwest is #1 in customer service. Judy, staying way past her shift was done, tried different options to get us to Orlando. Regrettably, her initial efforts came up short and we decided to try again the next day.
As we were making our way out of the airport and back to our hotel, my cell phone rang with a call from an unfamiliar Pennsylvania number. I am so thankful I answered it…it was Judy!! She and two others, Joyce (a former cheerleader who understood the importance of competitions) and Ed, worked their magic and found two seats to get us to Orlando, via Midway, the following day. Sarah and I were in complete disbelief of this incredibly gracious team of people. We were so thankful we couldn’t stop hugging everyone at the ticket counter. Southwest is truly unlike any other airline in the world! With renewed giddiness, we left for our hotel and didn’t at all mind the 4:00 AM wake up time the next morning.
Sarah and her team had a great competition. We wouldn’t have been able to attend without their efforts. Thank you for the LUV, the best customer service in the industry, and, most importantly, to Judy who never gave up to make Sarah’s dreams come true!

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396

Airlines

RJ

Doug M.

I would like to take a moment and thank you for doing an awesome job each and every day. In 2013 I flew nearly every weekend from PIT to BWI and although all southwest employees go out of their way to treat everyone special. There is a gate person in Pittsburgh that could easily be the good will ambassador for Southwest. His name is RJ and every week he would go out of his way to greet me every Friday or Sunday but he treated every passenger like the were the most important passenger on board. People like RJ is what makes Southwest the airline that it has become. Thank you for your time.

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395

PilotGroup

Joyce B.

MIchael W.

I am emailing you to thank Southwest for an amazing experience from my team and school.Last week I traveled with 55 high school boys and girls for a lacrosse trip down in Florida. Whenever you travel with any teenagers, there is stress, but 55 boys and girls can cause an excessive amount of stress. I went into the trip expecting to be holding my breath from the moment we stepped in the airport until we landed and got our luggage. I want to commend the people at the Pittsburgh Southwest check-in desk, especially Joyce, for being patient with me and the players and helpful throughout the whole process. Our travel agent made a mistake with a name and Joyce was not only willing to help, but did it without a frown. She fixed the problem easily and handled it in a professional and friendly manner. She was able to do this all while checking in our 55 boys and girls with large luggage bags, oversize equipment bags and lacrosse sticks. She even suggested that she will hold onto all the luggage receipts and give them to me, the coach, just in case because teenagers tend to lose things easily. This knowledge and extra help is something that separates Southwest and specifically Joyce from the other airlines. I am sure this is a nightmare scenario, with 55 teenagers checking in all at once, but they were fantastic. After checking in, I was just hoping for a safe and quick flight. I want to again compliment the flight crew on our departing and returning flight (included below). Our group took up the back third of the plane. As I stated before, these were teenagers who are well-behaved, but still teenagers away from their parents in a social setting. They can be loud, annoying, and frustrating for any hospitality service. The flight attendants were not just nice to them, but gave our team a shout out on the microphone, which earned them the respect of the team and gave them huge smiles on the kids' faces. This service and friendliness continued on our returning fight as well. My players, and teenagers in general, are skeptical and usually can see through transparent kindness. I want to say that my kids saw the genuine kindness in your employees and truly enjoyed their time, had fun and many of them commented on the "awesomeness" of the crew. Thank you so much for giving Shady Side Academy Boys and Girls Lacrosse team such a great experience!

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394

Airlines

Judi

Gary J.

I was scheduled on the later flight out of Pittsburgh today, with a final destination in Hartford around 11:00 tonight. I arrived at the airport at just about the same time an earlier flight (1:55) was going to depart (thankfully it was running a few minutes behind), and the counter representative told me to get on the plane and she would take care of everything on her end. As I'm sitting here on the plane, I just went to Southwest.com to see if I could change my connecting flight to the 6:10 PM departure from the 9:40 PM departure, and to my (pleasant) surprise, the counter representative had already taken care of this change for me! I want thank Judi for her effort and thoughtfulness in accommodating my needs, and insight to realize that my ultimate goal was / is to get home earlier. Kudos to Judi (and the gate agent) on showing the LUV!

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393

Airlines

Robin

Martin L.

I had cancelled the flight for a friend to Pittsburgh because she had some family complications. I spoke to a service agent and was informed that that they would cancel the flight. But after my second day in Pittsburgh, I received an e-mail from southwest letting me know that the funds had been withdrawn from my checking account. I was so busy in Pittsburgh that I was unable to call costumer service to ask for clarification. When I arrived at the airport early, I approached Robin and asked her. She help coordinate a call to the service department and then to billing to clarify the error. It is agents like Robin that keep me flying with southwest. I really appreciate her patience and knowledge. My last experience in Pittsburgh was great due to Robin and her customer service skills.

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392

Airlines

Lisa

Sarah S.

I booked my flight in the midst of a double bathroom remodel in exhaustion - and booked a flight from Orlando to Pittsburgh instead of vice-versa. Catastrophe, right? I never noticed, and the woman behind the counter took care of it before I even had time to process my mistake and freak out. Before I knew it I had a new boarding pass and the correct flight and was in security. THANK YOU. What could have been terrible was a great experience - Southwest is the best! I told everyone! Keep up the great, positive experiences.

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391

Airlines

Tammy

Howard S.

I fly fairly often and mostly Southwest. Today's event and employees like Tammy at Pittsburgh airport is the reason why. My flight was cancelled and when I called reservations and had my flight changed I reported to the new gate along with a large group of others. Tammy was unfazed with all the flight changes as well as overbooking of my new flight. She handled everything in stride and was pleasant and efficient taking care of everyone. As a businessman and corporate trainer I want to commend your trainers as all your employees are great to deal with, but at 5:30 in the morning major cudos to Tammy.

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390

Airlines

Mary Jo

Lauren H,.

We were going to Orlando for my son's first trip to Disney World (and first time on an airplane). He is only two years old, so we were already a bit apprehensive about the trip. :-). We had to check in at the airport as our flight was on AirTran. Mary Jo at the check in desk was fantastic! She helped arrange our seats as best as she could and rearranged my parents seats as well. She was extremely patient and understanding. Please let her know again that my family is very thankful for her help!!

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389

Airlines

Mary Jo

Lynn R.

Thank you to Mary Jo who called us about our delayed flight out of Pittsburgh, rouble shooted our options since we were going to miss our connection, and helprd get us booked in Chicago for the night and home for work in the morning. She's amazing! Thank you for treating us like people with compassion and courtesy, we love flying Southwest!

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388

Airlines

Janet C.

Joe

I left life alert cell phone at security. Janet C. at gate called the TSA and and retrieved the phone for me. I'm in a wheelchair and while Janet went to get my phone I gone to the restroom. Janet waited patiently outside for me and refused my offered tip! Janet, thanks for all you do!!

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387

PilotGroup

Judi

John R.

I live in the Cleveland area and my scheduled flight to Raleigh this afternoon was cancelled due to winter weather, thus forcing me to fly out of Pittsburgh. Rather than revising my existing itinerary, I stupidly made a new reservation departing Pittsburgh for Raleigh this evening. Because I didn't want to be double charged for the Cleveland and Pittsburgh itinerary, I went to the gate counter, which is where I interacted with Judi. Judi was very professional and accommodating. She exceeded my expectations in taking care of my request in short order. I could not have been more pleased. Interactions such as this one are, in large part, why I am a loyal Southwest Airlines frequent passenger.

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386

ACAA

Greg L., Jack F., Joe P., Rege P.

Joe B.

Greg, Jack, Joe, and Rege helped a fellow employee change a flat tire after work. It was a nice thing to do simply because this was a loaner car as the owner's car was being repaired at the time.

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385

Airlines

Valerie

Edwin S.

I'd like to compliment Valerie, for the excellent service she provided me last night. Valerie helped me to sort out my return to Atlanta. I have always been pleased with the service I receive at your airline However, Valerie's professionalism and ability to get to the bottom of the situation quickly exceeded my expectations. Such a commitment to great customer service is to be commended. You can be sure that I will continue to do business with Southwest for years to come.

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384

Airlines

Judy

Kacie M.

I just wanted to let you know that a representative named Judy helped me at the ticket counter this evening and she was awesome. I was supposed to fly on United but they cancelled my flight. Judy found me a great flight out of Pittsburgh the next day and she was patient with me as I was on the phone with United while talking to her. Thanks for saving the day once again!

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383

Airlines

Judy

Tamirose F.

I arrived at PIT at Gate A3 in and had been in a lot of physical pain. I had been in Pittsburgh for eight months after an ordeal and was finally heading home. I noticed that at Gate A1 had a direct flight to LAS which was were I ultimately headed instead of thru Chicago, which is where the flight I was scheduled to be on would stop first. Judy went above and beyond the Call of Duty to move me from the flight at Gate A3 to Gate A1. She was a Guardian Angel. She saw a passenger in a horrible situation, didn't pry for many details but apparently it was written all over my face my body language was to the point I was about to just call an ambulance & forget the flight all together. I was able to be seated on the other direct flight, take more my necessary meds to reduce the pain and stress level! I will never forget Judy!

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382

Airlines

Ed G.

Susan K.

Our original flight had maintenance problems and we had to wait for a different flight, in turn missed our connection. Ed was very helpful, and courteous, in helping my husband and myself arrive to our destination, and finding us a place to stay the night. We appreciate our accommodations. Ed is an asset to Southwest Airlines.

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381

Airlines

Lynn

Dan

Lynn, at the Pittsburgh airport, was very helpful in rearranging my travel itinerary. I had mistakenly changed a flight to the incorrect day, and she helped me take care of the problem. Employees like Lynn are why I moved my travel from the Legacy carriers over to Southwest. I will continue to fly with Southwest into the future. Thank you again!

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380

Airlines

Kathy R.

Janet S.

My husband and I were scheduled on an AirTran flight to Orlando and returning on a South West flight home. Upon arrival at the check-in desk, which was very early, I had to wait quite awhile for the gate to open. In the meantime, I stumbled across a woman who I think was a supervisor for AirTran. I am not sure of her title, but she helped me get seats after I explained to her the situation. Was sure to get her name because I was so grateful for her help. Kathy R. helped me so much.

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379

Airlines

Lore

Andrea E.

I'd like to let you know how much we appreciate Lore helping us get home on time. She assisted us at the gate prior to departure. Our flight was delayed, and when checking in, another agent had rescheduled our connecting flight 2785 through Phoenix to a much later flight. As it turned out, our flight did not end up being late enough to warrant this. Since we checked two bags, they were already tagged to go on the later flight. Lore and a very kind luggage handler arranged for our two bags to be located and re-tagged to the earlier, original flight 2785, so we could rest assured we would arrive at the time originally planned. My daughter had eye surgery at Children's Hospital earlier in the week, and although Lore didn't know that, it was such a relief to my daughter and I to know we would be home soon and able to rest, not having to wait 3 extra hours in Phoenix or go back to the airport later to claim luggage that arrived after us. Big thanks to Lore and the Southwest Team!

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378

Airlines

Molly

Tim L.

I just wanted to compliment Molly who helped us get home last night. She is a delightful young woman, who was so pleasant and professional to deal with. She took the stress out of what could have turned into a long night, and was so nice and pleasnt. As a parent, I only hope my kids treat strangers and customers half as well as Molly helped me. She was raised right, for sure. You are fortunate to have someone of her demeanor and calm in your organization. As a 30 year business traveller who used to log over 250k miles per year, I can tell you that it is rare to find such a gem as your Molly in the travel industry. I hope you are able to keep her in your fine company and use her as an example to train others on how to serve customers. Thanks Molly!

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377

Airlines

Susie

Lynn R.

The boarding gates were changing like crazy. The SW employee at our gate announced many changes and delays with clear explanations and a great attitude. Her name was Susie. Please convey to her how professional and unflappable she was -- she kept everything straight and was really nice about it.

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376

Airlines

Joyce B.

Heath P

I just wanted to write and let you know that I had the pleasure of interacting with your gate agent, Joyce. I was booked on the 8:20 flight from Pittsburgh to Midway, then onto Denver and I finished up my business that day and got the airport at about 2:45 pm. I went through security and talked to Joyce at Gate 3 working the Orlando flight. She got me on standby on her flight, checked connections in Orlando and confirmed that I would get to Denver early. There were no seats on the Orlando flight, so Joyce then checked every other possible flight out of Pittsburgh connecting to Denver to see if I could get home early. Unfortunately there were no seats, but Joyce was so helpful and friendly that it made my SWA experience a great one even though I didn't get an earlier flight. Not only was my experience great, I observed Joyce going out of her way to help others as well, and I heard one customer exclaim, "Joyce, you're my best friend today!" Being an A-List Preferred customer, I travel a lot and I have to say that Joyce is by far the most friendly, competent and hard-working airline agent I've ever seen.

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375

Airlines

Ed G

Jane N.

I was originally scheduled to be on a flight from Pittsburgh to Tucson connecting through Chicago Midway. I received a text message at about 10 am that both flights had been cancelled. It was a necessity that we get back to Tucson by Thursday evening because my husband is a surgeon and he had an important surgery scheduled. I was unable to get reception on my cell phone so my daughter helped me rebook a flight from Pittsburgh to Phoenix on Southwest. The site asked her to pay an additional sum of $578 using my credit card for the new flight. We did this so that we wouldn't lose seats on the flight. When we got to Gate A1 at Pittsburgh International, we were helped by Gate Agent Ed. I requested a refund of the additional money which we had paid to rebook because our flights had been cancelled. Ed had a hard time getting through on the southwest system but he hung in there with us for an hour and a half to make the transaction right. He was so patient, courteous, caring and polite. This meant so much to me on what had already been a very stressful travel day! I would like to commend Ed on his customer service! Thank you, Ed! My husband and I did incur an additional expense of $80 because we had to book an airport shuttle to drive us from Phoenix to Tucson, but at least we made it home in time for my husband to help today's surgical patient! It just made us feel good that someone seemed to care that much. Thank you again, Ed.

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374

Airlines

JoAnn

Patrick S.

I've never written anything like this before, but I felt compelled to after the great customer service that was offered to me from one of your employees in Pittsburgh. My Mom was confident that we'd get to the airport on time, even though we left way too late. I kept my cool. I understood, granted it was my fault. Upon getting to my gate I didn't just see the door closed, I saw the plane driving away from the gate. My first missed flight, ever. Peace of mind is all I'm looking for at this point and JO ANN, one of your employees, offered it to me. Not only did she immediately seek to get me on a new flight, she was kind and consoling. I'm thinking I'm stuck at the airport all day one second and the next second she's saying "Get down to gate A1, I'll have you a flight that gets you into LA the same time you were scheduled to." Cue the HALLELUJAH. I arrived in LA as my bag was coming out from the Atlanta flight, even though I came from Chicago. Jo Ann made missing my flight seem like a walk in the park. I hope if it happens again, someone like Jo Ann is there to help me.

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373

Airlines

Kathy R.

Mary S.

Good morning. My husband and I planned to fly out of Pittsburgh via United Airlines to Seattle, WA. Our flight was delayed. That can happen, the way we were treated should never have! What does that have to do with Southwest? As we were scrambling to make arrangements for our flights the next day, tired and confused, we were approached by Kathleen, a Southwest Airline customer service supervisor. She graciously offered assistance to my husband and myself along with an additional passenger. At first I thought she worked for Delta (the airline we would be flying the next day). Then, I thought she worked for the airport as a concierge. Wrong on both guesses. She works for you! She not only assisted us with our travel, but gave us some tips on getting a distressed traveler discount at the hotel at the airport. We are getting ready to make travel plans again, if Southwest is an option for our travel, we will be booking through your airline, in large part due to Kathleen. She was kind, professional and informative. We felt like we had made a friend in her. I guess I just wanted to say thank you. Job well done.

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372

Airlines

Megan C.

Dan E.

I would like to share a great experience that I had today at the PIT airport. With today being a busy day of travel I arrived early to the airport, got through security and to the gates surprisingly quickly. I thought to my self that I should see if I could jump on another flight that ended in STL where I am trying to get to. I talked with Megan C. and told her what I was trying to accomplish if I could so that I could get home to my family sooner than my flight. After a few minutes Megan said to check back in about 45 minutes and she would check the status of my flight and see what she could do. When they called me over the intercom system I checked back in with Megan and she said that my flight was going to be delayed and that they could get me on an earlier flight that would be me back home 3 hours before my flight would have gotten me. Being in the customer service industry, I want to say that they went above and beyond for me to get me to my final destination much sooner then expected. The experience that I had will definitely make me want to fly Southwest agin in the future.

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371

Airlines

Robin

Pam D.

I am a flight attendant for USAirways flying from PIT to BWI. I arrived at the gate early and sat behind the podium. I was able to hear conversations that took place for LAS flight. Listening to customer service agent Robin was a pleasant experience. She was very informative and helpful. Our flight was delayed and potentially on the BWI-BOS flight there were potential misconnecting pax. She gave each passenger information about their possible rebooking information and handled herself in a professional manner. I fly a lot and can only hope all customer service agents are so kind and caring. My hat is off to Robin

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370

Airlines

Lore

Yasura B.

I bought a flight as a Christmas gift for my daughter, to visit her best friend in Nashville. I drove her to the airport early Sunday morning and we had some trouble but thought we would make it on time. Her bags made the flight but she did not. She missed the flight by maybe 1-2 minutes. She was told she would be put on standby for the next flight. She exited security to meet me and have breakfast...The agent I originally spoke with upon learning my daughter missed her flight was very helpful and ultimately got her a pass to get through security the second time and my daughter did have a seat on the next flight out even though it was not a non-stop flight and had a long layover in Chicago. Her name is Lore and she was superb!!!

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369

Airlines

Shirley J.

Elizabeth N.

My husband and I were given by our family, to celebrate 50 years of marriage, a trip to Las Vegas,and to stay at the Bellagio.My husband has not flown in 50 yrs, and has never been to Las Vegas. We were very excited, and we were not sure of the procedures about how to check luggage, and what were the next steps after that. We walked up to the baggage check in,and explained that we were celebrating our 50th anniversary, and my husband had never flown in 50 yrs, and had never been to las vegas. We talked to Shirley that checked us in and she was the best. She called an associate over to tell us where to go in las vegas, and I told her that my husband's back wasn't to good,so she gave me information that when I go to the gate I was to talk to them ,and they would pre-board us. It was wonderful, that they took the time and patience to make our trip a wonderful experience, They also announced ( when we were on the plane) that we were celebrating our 50th anniversary, to everyone that was on the plane.

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368

Airlines

John W.

Carmielia N.

My husband was accompanying me to a conference in Orlando so we wanted the weekend as a short warm break. We were scheduled to leave at 6:30, fly to BWI for a connecting flight to MCO at 9, getting us to Florida at midnight. It was snowing and sleeting so we left early getting to PIT before 4. To make this long story short and to express our gratitude to John W. he happily, diligently and considerately changed our flights and pushed us onto a DIRECT flight to Orlando that was leaving at 4! Even though we sat for about an hour while the plane was deiced twice, we got to Florida at 6:30!! We had time to have a great night out in Orlando, it felt like we got an extra days vacation! You have the most professional, courteous and funny (hysterical really) staff and we appreciate it so much!

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367

Airlines

Shirley J.

Carmelia N.

My husband was accompanying me to a conference in Orlando so we wanted the weekend as a short warm break. We were scheduled to leave at 6:30, fly to BWI for a connecting flight to MCO at 9, getting us to Florida at midnight. It was snowing and sleeting so we left early getting to PIT before 4. To make this long story short and to express our gratitude to Shirley J. she happily, diligently and considerately changed our flights and pushed us onto a DIRECT flight to Orlando that was leaving at 4! Even though we sat for about an hour while the plane was deiced twice, we got to Florida at 6:30!! We had time to have a great night out in Orlando, it felt like we got an extra days vacation! You have the most professional, courteous and funny (hysterical really) staff and we appreciate it so much!

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366

Airlines

Teresa

Martha B.

My son sent me round trip plane tickets from Pittsburgh to Tampa. I arrived at Pittsburgh airport gate A5. There were tons of children so I asked for a pre-board. The beautiful blonde ever so politely said "no problem." A few minutes later she handed me my boarding pass. Arriving in Tampa, I saw that my borrowed luggage was damaged. Teresa, God bless her, treated me like royalty. She made an exchange and sent me on my way. I was very pleased with her people skills. I'm 85 years old, been on a lot of planes and I can truthfully say that your staff is the most efficient and pleasant in associating with the public.

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365

Airlines

Lynn R.

Allison E.

It's such a pleasure to fly Southwest. II found I was able to come home from a trip early and changed a flight, and then once I got to the airport and checked a bag, found that I could get a nonstop, for no additional charge. So, I booked it, then went to the gate agent, Lynn Roberts, to get my boarding pass reprinted. She reprinted and asked if I'd checked a bag. I told her I had, and that if I had to run back to BNA to get it, it was NOT a big deal - but she went out of her way to get the bag rerouted for me. WOW! And the thing is, that's the kind of service I get EVERY TIME I fly Southwest. So thank you!

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364

Airlines

Ginger

Tawynia

My mother flew from Pittsburgh to Los Angeles. She was driven by a neighbor from Youngstown, who dropped her off the went back home. My mother is an elderly passenger who was stuck in Pittsburgh due to the bad weather. Ginger took my mother under her wing and adopted her. My mom could not find her phone, was totally lost and had no way to even get back to Youngstown. Ginger called me here in L.A., she told me that she would help her. Your management got her and her cat a room for the night and the next day got her on a plane to L.A. Words are not enough to say just how very grateful I am to Southwest. Your employees are out of this world, and they turn a bad situation into a wonderful trip. Please commend your manager and especially Ginger for looking out after my mother. She is very special to me and my brother. I loved your airline before, but now I tell everyone I know to use Southwest Airlines

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363

Airlines

Vickie

Gina F.

I was late arriving to the airport in Denver and my bags got late checked on a day when travel was a mess due to weather. When we arrived in PIT, our bags had not made it. I wanted to compliment Vickie who works in the "lost" baggage department in Pittsburgh. She was EXTREMELY helpful!Although she was very busy with bags delayed from Chicago-Midway she took the time to answer my questions and understand my situation.She issued the report and followed up. I can not adequately express my thanks!!!

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362

Airlines

Kelly S.

Stephanie D.

Kelly S. went above and beyond when few others would help us. Even though our party of four got seperated and lost a whole day of our short four day holiday, Kelly cared and made things better. We appreciated all her help.

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361

Concessions

Jay K.

Kurt P.

Jay K. engaged in assisting a passenger at the elevator on the baggage claim level. He told her she would need to get off at the Transit level to reach the security check point. The woman said it was her first time here in years. Once at the Transit level, he went out of his way and escorted her to the security area. Jay helped to ease her concerns in directing her to where she needed to go.

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360

Airlines

James P.

Joan M.

When I left work around 5:30 it was very cold and snowing heavily. As I headed to the North Lot I noticed someone from field cleaning off a car for one of the ladies that work for the Authority. She was sitting inside the car.
He came over to me after cleaning off her car to offer to do the same for me. He was insistent, telling me to get inside so I didn’t get cold, but I told him no thank you. He said, “It’s ok, I’ve cleaned off a few already”. After I thanked him again and said no, he got into his truck and continued his work. After investigating today, I found out it was James P. He went out of his way to help his co-workers and wanted them to keep out of the elements while he cleaned off the cars.

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359

Airlines

Ed G.

Bill C.

I was enroute to Pittsburgh International Airport with a change in Atlanta. When I landed at PIT, I realized I lost my wallet on one of the two legs of the flight, but didn't know which one. I went to baggage service and was fortunate to encounter a young man who far exceeded expectations in helping me locate the wallet. He tracked the plane to its next stop in Chicago and called the gate at PIT, called Atlanta and even Chicago. He made all the arrangements to ensure the wallet got to me, making calls on my behalf. I am not easily impressed and expect some help from personnel but Edwin G. is an outstanding employee. In the trenches he embodies some of the image that Southwest wants to convey. He deserves kudos for going out of his way. This is the kind of fellow you want populating your airline staff. Attitude, friendliness, efficiency, and competence are traits he embodies. Way beyond necessary! Clone him for heaven sake.

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358

Airlines

Tammy

Joe. F

To whom it may concern: Why do I fly Southwest? Well, I would like to tell you why. I experienced a great reason when I was checking in at the ticket counter in PIT. I am a somewhat frequent flyer and I was coming home from a week long business trip. I had some beer with me, IC light to be exact, that I wanted to bring home. I approached the ticket counter when Tammy and Shirley helped me check in. I asked if I could bring my beer, they looked in the box and saw that a few were missing. They said, with sad voices, I don't know if we will be able to check this. I was prepared to leave it at the counter because I knew that the box already had been opened so the bottles were a little lose in the box. I told them, well I kind of expected that. But, Tammy and Shirley gave me a wonderful smile and said, I think there is something we can do... They both quickly started to 'breakproof' my box for me. They used tape, plastic sheets and other packing material and made the box safe. Then the put the box in a plastic bag just in case one broke, so it wouldn't wet any others luggage. I was mystified - what this really happening!?! My beer, which I promised to my wife also, seemed like it was actually going to make it. Tammy and Shirley saw that I was happy and they both gave me a big smile. I thanked them several times and went onto my flight. The beer made it to Tampa - unbroken and in perfect shape! It is service like this that keeps me flying Southwest. This, overall, is a little thing. But, it is the little things that make the difference. Tammy and Shirley made the difference that day. I would like to thank them personally too someday. This is why I fly Southwest - the people make the difference.

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357

Airlines

Shirley J.

Joe F.

To whom it may concern: Why do I fly Southwest? Well, I would like to tell you why. I experienced a great reason when I was checking in at the ticket counter in PIT. I am a somewhat frequent flyer and I was coming home from a week long business trip. I had some beer with me, IC light to be exact, that I wanted to bring home. I approached the ticket counter when Tammy and Shirley helped me check in. I asked if I could bring my beer, they looked in the box and saw that a few were missing. They said, with sad voices, I don't know if we will be able to check this. I was prepared to leave it at the counter because I knew that the box already had been opened so the bottles were a little lose in the box. I told them, well I kind of expected that. But, Tammy and Shirley gave me a wonderful smile and said, I think there is something we can do... They both quickly started to 'breakproof' my box for me. They used tape, plastic sheets and other packing material and made the box safe. Then the put the box in a plastic bag just in case one broke, so it wouldn't wet any others luggage. I was mystified - what this really happening!?! My beer, which I promised to my wife also, seemed like it was actually going to make it. Tammy and Shirley saw that I was happy and they both gave me a big smile. I thanked them several times and went onto my flight. The beer made it to Tampa - unbroken and in perfect shape! It is service like this that keeps me flying Southwest. This, overall, is a little thing. But, it is the little things that make the difference. Tammy and Shirley made the difference that day. I would like to thank them personally too someday. This is why I fly Southwest - the people make the difference.

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356

Airlines

Lisa

M.D.

Thank you, thank you. Just prior to arriving at the Pittsburgh airport on I got a voicemail saying my flight home had been delayed 1 hour and 45 minutes. Upon entering the airport, I saw there was another Southwest flight to Orlando leaving in about 40 minutes. I approached Lisa at the Southwest counter and asked due to the delay on my scheduled flight, I would like to get on the earlier flight. No arguments, no additional fare, she just got me on! It was so appreciated.

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355

Airlines

Shirley J.

Ileane S.

I was on an 8:30 a.m. flight from PIT to BWI, however, we could not land at BWI and had to return to PIT. Our flight was not the only one that had to return and Southwest employees had their hands full.No one was to blame. It was just a terrible mess. Some people were really upset that their plans were ruined, although most understood that safety was the overriding issue. Shirley J. got back to these upset travelers and kept them informed of the situation. We eventually were able to fly to Baltimore and Shirley J. was even on the plane (before we departed) with information about Ft.. Lauderdale and West Palm for a couple who seemed honestly distraught. She cared that much about giving them the information. She was very helpful to me and to anyone who needed information. Thank you very much.

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354

Airlines

Matt S.

Larry A.

I left a notebook on the plane and Matt S. found it and emailed me before I even realized it was missing. He left it for me at baggage services after I requested he do so. Huge thanks to Matt for going out of his way to get in touch with me.

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353

Tenants

Bob P.

Stephen B.

As I was making my way through a busy airside terminal, I witnessed TSA employee Bob P. help a blind customer with a seeing eye dog find her way to the Southwest ticket counter. Bob showed a great deal of caring and compassion in assisting this customer as I would expect from my own crewmembers and should be recognized as an outstanding member of the airport community. What impressed me the most is that Bob did not wait for the customer to ask but rather anticipated her needs and asked the customer if she needed assistance. Truly a great example of the service standard Pittsburgh International Airport as well as TSA is striving to achieve.

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352

ACAA

Sean K. and Matt M.

Anne F.

A gentleman came to the desk speaking Chinese. Not one word of English. Luckily, police officers, Sean K. and Matt M. came along. Sean has a language app on his phone and tried to match it with the man's speech.He would show the man his phone and eventually they got him to make a phone call that put tham in touch with someone who was waiting in beggage claim. Then the gentleman received a police escort to his family member in baggage claim by Matt.

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351

ACAA

Brian S.

Terry M.

Brian, of Field Maintenance, has taken time out of his lunch on two separate occasions now to show a delivery driver where they are to go in order to make a delivery to the airport. One of which was a mechanic on a call service that was dispatched to repair a broken down rig. Brian's willingness to help during his lunch time is commendable.

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350

ACAA

Brian

Joan M.

While checking in people for the Tuskegee Airmen Memorial on September 12th, it was noticed there was a back-up of wheelchair runners to take some of the invited guests to Airside. After checking in, one of the invited guests had a seat in a wheelchair to be escorted to the A Concourse. After waiting for approximately 20 minutes for someone to take him, it was observed he was getting anxious to get over to the service. Brian stepped up and wheeled this gentleman over to the A Concourse himself. The man was extremely grateful and I was impressed with Brian’s desire and willingness to help with this situation.

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349

ACAA

Tullio P.

John B.

Tullio P. witnessed a female passenger having difficulty and what he had just learned, likely to be a seizure. Tullio responded immediately and cleared the area to allow the woman space; he also instructed by-standers not to crowd the woman or inhibit her body motions in any way. An appropriate response to the immediate situation and in the interim a TSA agent had telephoned Airport Paramedics who responded immediately. Tullio P. raised awareness and offered instruction of by-standers in the immediate area witnessing the event to assure the female passenger safety and dignity until medical assistance arrived.

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348

Concessions

Jim K.

Alyson

Jim K. helped me, a brand new airport employee, get a package mailed out on time. When I realized I forgot my wallet and didn't have enough money to cover the cost of mailing he gave me detailed instructions on what I needed to do and when I needed to do it! His expert customer service meant my mom got her birthday present on time! He was very sweet and now, I remember to bring my wallet with me when going airside!

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347

PilotGroup

FranK V.

Daryn M.

Frank coordinated with JoAnn J. regarding an error on the cake for the American Airlines inaugural flight for new fleet aircraft: E175. When the cake was delivered it had an error – JoAnn quickly contacted the bakery and Frank took the cake in for a quick repair and delivered it back to American Airlines—American Eagle in time for the morning event.Frank quickly adapted to the situation – coordinated with JoAnn and the bakery. He delivered the repaired product in a timely fashion. Because of Frank's work the event went off without a hitch and the issue was transparent to all involved and PIT was able to celebrate the American Airlines inaugural flight for new fleet aircraft: E175.

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346

ACAA

Anne F.

Jim Q.

I received my lost Drivers License by Fex Ex on Saturday after having lost it at Pittsburgh International Airport the previous Thursday evening. I wanted to take a moment to tell you about the outstanding service provided by Anne in your Lost and Found Dept. I phoned her Friday morning about 8 AM to see if anyone found the license. While they did not have it, she took the time to track it down in security. I explained to her we were leaving Monday morning, from Wisconsin, for Mexico. Anne immediately sensed my great distress, set up a Fed Ex overnight/Saturday delivery for me. Her concern was real and she made me feel like this problem was solved. And, Saturday morning, it arrived!!!
I'm not sure where you found her, but, I'd sure like to know. Our business could use all the Annes we can find. This woman was truly helpful and I wish for you to know how well she reflects a great image for Pittsburg International Airport!

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345

ACAA

Tom D.

Jeff M.

In advance of a press conference, we asked Tom to set up the public address system on the public departures curb. However, after Tom set up our presenters were not pleased with the lighting from first spot, so they asked Tom to move his set up. Twice more Tom moved the set up to meet the needs of the customer. Then, the customer put a banner behind the podium, however, since it was windy, the banner kept blowing over. Tom very happily agreed to stand behind the banner and hold it in place for the entire press conference. Tom's efforts meant the press conference could go off without a hitch.

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344

ACAA

Tim B.

John B.

At 4:30 a.m.,American Airlines called about a passenger losing their drivers license under the baggage scale. Tim responded to the ticket counter removed the scale top and scale. The ID was found a few minutes after his arrival. The result was that the passenger was very grateful and was able to make their flight without delay.

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343

ACAA

Jack F.

John B.

At 4:30 a.m.,American Airlines called about a passenger losing their drivers license under the baggage scale. Jack responded to the ticket counter removed the scale top and scale. The ID was found a few minutes after his arrival. The result was that the passenger was very grateful and was able to make their flight without delay.

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342

Airlines

Jeananne S.

Stephen

Even though this flight was delayed, I was thrilled with how wonderful the women working the gate were in handling the situation. I am a very frequent traveler with JetBlue, and out of all my delayed flights with JetBlue (or any airline for that matter), this is the first time the attendants offered travelers cold beverages and snacks while we waited while apologizing for the inconvenience. I thought that was absolutely lovely! If these comments reach an actual person, please make note that Jeananne was a wonderful host and deserves a special nod!

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341

Airlines

OraBelle E.

Stepehn

Even though this flight was delayed, I was thrilled with how wonderful the women working the gate were in handling the situation. I am a very frequent traveler with JetBlue, and out of all my delayed flights with JetBlue (or any airline for that matter), this is the first time the attendants offered travelers cold beverages and snacks while we waited while apologizing for the inconvenience. I thought that was absolutely lovely! If these comments reach an actual person, please make note that OraBelle was a wonderful host and deserves a special nod!

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340

Airlines

Nikki C.

Stephen

Even though this flight was delayed, I was thrilled with how wonderful the women working the gate were in handling the situation. I am a very frequent traveler with JetBlue, and out of all my delayed flights with JetBlue (or any airline for that matter), this is the first time the attendants offered travelers cold beverages and snacks while we waited while apologizing for the inconvenience. I thought that was absolutely lovely! If these comments reach an actual person, please make note that Nikki was a wonderful host and deserve a special nod!

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339

Airlines

Daniel G.

Stephen

I had the best experience with jetBlue. It started at the check-in counter with Steven the agent, who noticed it was my birthday and upgraded my sisters and I to the roomy seats. He wished me a Happy Birthday and I left for the gate. As I waited to board the plane the agent announced to the waiting area that it was my birthday and corraled everyone into a chorus of happy birthday. I was mortified and delighted. Next I board the plane and I overhear the flight attendants say where is the birthday girl. They presented me with a birthday bag filled with candy sent from Steven at the gate. Then Keith the flight attendant offered me a complimentary beverage. The flight ended with the pilot announcing it was my birthdday and wishing me well in Nantucket my birthday destination.

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338

PilotGroup

Carrie D.

Stephen

I had the best experience with jetBlue. It started at the check-in counter with Steven the agent, who noticed it was my birthday and upgraded my sisters and I to the roomy seats. He wished me a Happy Birthday and I left for the gate. As I waited to board the plane the agent announced to the waiting area that it was my birthday and corraled everyone into a chorus of happy birthday. I was mortified and delighted. Next I board the plane and I overhear the flight attendants say where is the birthday girl. They presented me with a birthday bag filled with candy sent from Steven at the gate. Then Keith the flight attendant offered me a complimentary beverage. The flight ended with the pilot announcing it was my birthdday and wishing me well in Nantucket my birthday destination.

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337

Airlines

OraBelle E

Steven

I had the best experience with jetBlue. It started at the check-in counter with Steven the agent, who noticed it was my birthday and upgraded my sisters and I to the roomy seats. He wished me a Happy Birthday and I left for the gate. As I waited to board the plane the agent announced to the waiting area that it was my birthday and corraled everyone into a chorus of happy birthday. I was mortified and delighted. Next I board the plane and I overhear the flight attendants say where is the birthday girl. They presented me with a birthday bag filled with candy sent from Steven at the gate. Then Keith the flight attendant offered me a complimentary beverage. The flight ended with the pilot announcing it was my birthdday and wishing me well in Nantucket my birthday destination.

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336

Airlines

Carol L

Steven

I had the best experience with jetBlue. It started at the check-in counter with Steven the agent, who noticed it was my birthday and upgraded my sisters and I to the roomy seats. He wished me a Happy Birthday and I left for the gate. As I waited to board the plane the agent announced to the waiting area that it was my birthday and corraled everyone into a chorus of happy birthday. I was mortified and delighted. Next I board the plane and I overhear the flight attendants say where is the birthday girl. They presented me with a birthday bag filled with candy sent from Steven at the gate. Then Keith the flight attendant offered me a complimentary beverage. The flight ended with the pilot announcing it was my birthdday and wishing me well in Nantucket my birthday destination.

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335

Airlines

Shirley

Lynn

I was travelling with my two grandsons from Pittsburgh to Las Vegas. Shirley, the agent at the gate, was so nice and so polite. She was very professinal with us and all the other customers that she came in contact with!

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334

Airlines

Marisa

Jay N.

My father has difficulty walking and had to use a wheelchair to get through the airport. One of your representatives met us at the rental car bus with a wheelchair, took us to the curbside counter, got all of our luggage checked, took us through security and then to the gate. Another representative escorted him down to the plane and got him on the plane first. They also made sure when we landed in Pittsburgh that he had a wheelchair waiting to get him to the luggage area. I have flown other airlines and never had the customer service that your airline had provided. It made the travel experience so much easier not having to worry if I am going to be able to get my dad from point A to point B. Thank You for caring about your passengers!

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333

Airlines

Jennifer

Jay N.

My father has difficulty walking and had to use a wheelchair to get through the airport. One of your representatives met us at the rental car bus with a wheelchair, took us to the curbside counter, got all of our luggage checked, took us through security and then to the gate. Another representative escorted him down to the plane and got him on the plane first. They also made sure when we landed in Pittsburgh that he had a wheelchair waiting to get him to the luggage area. I have flown other airlines and Never had the customer service that your airline had provided. It made the travel experience so much easier not having to worry if I am going to be able to get my dad from point A to point B. Thank You for caring about your passengers!

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332

Airlines

Jennifer C.

Lynn R.

We had a scheduled flight from Pittsburgh to Denver, but ended up the night before in a hospital emergency room with a sick child. We called customer service twice that night. We were told over the phone to cancel our reservation and re-book when we ready to fly. We went to the airport the next morning and spoke with agent Jennifer C. She was AWESOME! She explained that our situation was complicated, but we should not have cancelled our reservation, because we would now have to pay a rebooking fee. Jennifer then fought for us, advocated for us, and found a solution for us. We were so thankful to have worked with someone on our side!

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331

Airlines

Megan

Lynn R.

My husband broke one of the disks in his back while in Pittsburgh. We had a flight at 6pm with a layover in Atlanta and arrival time in Ft Lauderdale at 11:30. We went to the ticket counter downstairs and spoke to Megan who helped us go standby on a non-stop earlier flight. My husband could not walk and was extremely anxious and in pain. Megan was so kind and patient and did all she could to help us. We think she is wonderful. Hire more like her

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330

Airlines

Joyce

Lynn R.

We arrived at Pittsburgh and checked in at 6:50am, checked in and even checked our luggage in. When we arrived at the gate for our flight was to leave at 8:10 am and we then found that the flight had been cancelled. The gate representative re-booked the three of us on a flight (2:25pm) along with 3 other customers that also got through the system. Your representative was very helpfull and polite.

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329

Airlines

Joyce

Dan D.

I was in Pittsburgh and had trouble checking in. I was assisted by Joyce, who informed me that there had been an issue with the reservation. She told me that she would take care of it, and resolved my issue on the spot, even calling support staff to rectify the situation, all without any prompting from me. Joyce apologized for the issue and resolved all potential concerns, even calling the gate to request use of a boarding number. Joyce's pleasant attitude and excellent customer service are reasons that I will be staying with Southwest into the future. I had never been treated so well and humanely. Please extend my appreciation to Joyce in Pittsburgh. She saved my evening, and without her assistance I would have missed my flight and been stranded away from home.

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328

Airlines

Lisa

Lynn R.

I would like to say thank you for the service you gave to me and my husband on our flight to Vegas for our honeymoon. My husband is paralyzed in a wheelchair and he was apprehensive about flying because the last time he flew his wheelchair was lost & damaged. The flight crew was immensely helpful from pre-boarding the flight, and exiting the plane. There were always people there to help us. They helped him transfer into the aisle chair and took care of his wheelchair.

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327

Airlines

Janet

Nicole

I am so grateful to Janet at the Pittsburgh Airport's Southwest Baggage Claim. I lost a bag on a flight and had just about given up hope of getting the bag back. Janet found the bag, found a check from my mother in law, looked up their phone number and called them to let them know they had found my bag. They truly took the effort to help find me. My wedding ring and other valuables were in that bag, and I am forever grateful.

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326

Airlines

Vicky

Nicole

I am so grateful to Vicky at the Pittsburgh Airport's Southwest Baggage Claim. I lost a bag on a flight and had just about given up hope of getting the bag back. Vicky found the bag, found a check from my mother in law, looked up their phone number and called them to let them know they had found my bag. They truly took the effort to help find me. My wedding ring and other valuables were in that bag, and I am forever grateful.

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325

Airlines

Jody S.

Lynn R.

I was sitting by gate A5 waiting for a delayed departure and observed a very dedicated and kind worker, Jody. She was so helpful to all passengers and even told them how much she loves her job. Many people were complaining, and one passenger even started sobbing at the customer service desk. She helped calm the passenger by going to sit with her for a little bit. She handled her job very professionally and was a great representation of Southwest Airlines. She always remained calm and friendly to all passengers, and clearly cared about each person.

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324

Airlines

Tim

Lynn R.

I recently traveled from PIttsburgh to Reno to join my husband whom had been relocated for his job. I was traveling with my 8 month old daughter and was indeed very nervous about traveling with an infant alone. From the minute I arrived at the gate, the employees at Southwest were more accommodating than I expected. Tim, the young man working the gate, was not only friendly, but assisted me in making sure the stroller and carrier were transferred from my connecting flight to my final destination. He assured me they would do everything they could to make my trip as easy as possible. Once we loaded, the attendant ask me to pull my 8 month out of the carrier. She then collapsed the stroller for me, put the carrier and base together, and sent me on my way assuring I had nothing to worry about. I have never flown Southwest before, but I am so glad that I did. I can assure you that because of my experience, every opportunity from here on out that I have to fly Southwest, I will. Please thank your employees, especially Tim from Pittsburgh. Thanks to the people at Southwest, I had the least stressful journey a mom traveling alone with a baby could have.

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323

Concessions

John M.

Kari B.

A woman who spoke no English came to the Massage Bar and one of our employees, John M. She was confused and needed to get to baggage. John escorted her all the way to baggage and made sure she found her luggage and family. He went above and beyond the call of duty, she and her family was very grateful for his help.

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322

Concessions

Christian

Kelly

At approximately 1 p.m. on a Monday, a co-worker and I noticed Christian, an employee at the Center Core Auntie Anne’s, demonstrate commendable customer service. Christian took the time to escort a visually impaired gentleman to his gate on Concourse C. A job well done to Christian for going above and beyond in providing excellent customer service!

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321

ACAA

Rea

Jeff

On May 7, Pittsburgh International Airport was scheduled to give a tour of the Landside Terminal to a group of local school children. Due to a mix up, the bus ended up at Allegheny County Airport. Rea was notified of this just when the bus arrived at the airport. She adapted to the situation and quickly set up a tour program for the children.

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320

ACAA

Tom

Jeff

On May 7, Pittsburgh International AIrport was scheduled to give a tour of the Landside Terminal to a group of local school children. Due to a mix up, the bus ended up at Allegheny County Airport. Tom was able to quickly adapt his schedule to give the children a tour of the mainenance building.

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319

ACAA

Tony M.

Jeff

On May 7, Pittsburgh International Airport was scheduled to give a tour of the Landside Terminal to a group of local school children. Due to a mix up, the bus ended up at Allegheny County Airport. On very short notice, Tony was able to assist in an impromptu tour, even taking pictures of the children and fowarding them afterward to the teacher.

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317

ACAA

Kevin G.

Josh C.

Kevin and I were heading toward the airfield in an Airport Authority vehicle, when we noticed a confused driver. Kevin got the attention of the man driving and told him to follow us to a parking lot so he could better assist him. After calming down the man, Kevin got the information from the driver: he was looking for a specific parking area regarding the golf tournament being played in Pittsburgh. Kevin used his cell phone to make a call and find out exactly where this vehicle was supposed to be going. Kevin then gave clear directions to the driver; He made sure the driver understood the directions that were given to him. This man kept saying over and over again how thankful he was for Kevin’s help.

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316

ACAA

Jenn M.

Burton

While traveling I discovered that my overnight travel case with my cell phone, insurance cards, credit cards, and medications was no longer in my open-top tote I had on the plane. As soon as I landed in Houston, I began to retrace my steps from the Pittsburgh Airport Marriott to the plane. The hotel gave me the number of Pittsburgh International Airport's Lost and Found and soon I was speaking with Jennifer, who began a diligent search for my lost item. The next day, Jennifer called us to let us know that the lost item turned up and she quickly made arrangements to have it sent via FedEx to us overnight. It was in our hands by 6 a.m. the next morning. I commend your office for setting up a phone that is always answered by a "live voice," and Jennifer as well, who remained calm and provided us with reassurance. While I have, at times, joined the chorus of people who complain that it's a pain to fly, I am impressed with Pittsburgh International Airport, your employees -- especially Jennifer -- and the service you provide.

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315

Tenants

Jerome M.

Tracey D.

I would like to express my sincere thanks to Jerome M. - the operator of bus #807 on the morning of Sunday May 26, 2013. I was traveling to Phoenix and left my cell phone on the shuttle on my way to the airport. A kind stranger allowed me to use his cell phone to call mine once I'd realized I was without it, and Jerome answered and instructed me to meet him outside the terminal to retrieve my cell phone. It was incredibly decent and honest of him to return it to me, and that kind of behavior should be commended!

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314

Airlines

Holly

Bernadette

I did an airport run yesterday to procure more forms for my travel insurance claim & met Holly, from United, who was highly knowledgeable, gracious, kind Holly deserves recognition for her helpfulness. I did some Robinson Town Center browsing & other exploring til it was time to get my luggage repair estimate from my local luggage repair guy. Yes- agents like Holly can really make a person’s day!!!

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313

Airlines

Molly R.

Lynn R.

I was on another airline and I booked the wrong day. I had to be in Miami the following day. No other airline would help me. But Molly from Pittsburgh airport went out of her way to get me there. She found the cheapest flight and got us on a plane that night. I was taking my granddaughter on a cruise. she found us four tickets that got us to another airport and told us they had a shuttle that would take us to the Miami airport.. she was a life saver. I will fly southwest every time I need to fly. Also the two flights were great we were treated very well by everybody on the flight Thank you and please thank Molly for me.

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312

Airlines

Lynn R.

Michele

I just wanted to take a moment to write about a wonderful experience we had traveling on your airline in March. We were headed to Florida for spring break. Myself, husband and 2 boys. When I went to book seats online, I noticed that we could upgrade to business class for as little as 69.00 so I chose to do that for a first time experience for my boys ages 10 and 12 for an early Easter surprise. That in itself was a pleasant surprise as the cost was minimal. Then we we went to check in; your service at checkin was exceptional as my bags were overweight of course and a very nice person was very patient with me and allowed me time to reorganize. Then we boarded our flight which we were greeted by many smiling attendants. In first class we had the pleasure of being served by Tulay who was so personable and refreshing. I myself having been a flight attendant for almost 20 years with UsAirways, I always notice these things. She did everything she could to make our flight enjoyable and my son next to me thought she was the greatest!! She complimented his respectfulness and I could tell she truly cared about people and my son. I felt so comfortable and her service was outstanding!! Please let her know that we talked about her for days afterward and we were truly blessed to have had her service and Air Tran's overall great service to and from TPA. I am really impressed with the level of service you provide as a carrier and we will continue to think of your airline in the future. Thank you, Tulay and may you have many more years of happy times flying!!

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311

ACAA

Cece

Bryan D.

While walking in the moving walkway along the Hyatt, two arriving passengers were trying to locate their vehicle in the parking lot. The vehiclewas dropped off by a co-worker and marked in an incorrect location. Cece and Nancy walked the passengers to the landside information desk where Nancy called Grant Oliver to help them locate the truck – fortunately it was the only vehicle from that state in the lot! After the truck location was notified, Nancy and Cece walked the passengers to baggage claim to find a third member of their party and took them to the parking shuttle which would take them to their vehicle. It was a great example of helping passengers and going above and beyond to meet their needs.

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310

ACAA

Nancy S.

Bryan D.

While walking in the moving walkway along the Hyatt, two arriving passengers were trying to locate their vehicle in the parking lot. The vehiclewas dropped off by a co-worker and marked in an incorrect location. Cece and Nancy walked the passengers to the landside information desk where Nancy called Grant Oliver to help them locate the truck – fortunately it was the only vehicle from that state in the lot! After the truck location was notified, Nancy and Cece walked the passengers to baggage claim to find a third member of their party and took them to the parking shuttle which would take them to their vehicle. It was a great example of helping passengers and going above and beyond to meet their needs.

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309

Concessions

Jim K.

Debra C., Sarah H.

We needed to mail several items for an important deadline. However, our work schedule was booked solid in the afternoon and since we work landside, we were hustling to make it to airside before the Post Office closed for lunch hour. Unfortunately, we didn’t make it on time. Fortunately, we ran into Jim, who was walking during his lunch hour. We explained our dilemma to him and he kindly opened the Post Office, taking time from his own lunch to assist us with packaging and made sure that our packages were posted in time. Jim went above and beyond to help out fellow PIT Airport employees and his efforts were greatly appreciated

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308

Airlines

Sonia H.

Stephen H.

After arriving at 11:30 PM and driving home, I realized that I was missing my iPhone. I called Southwest baggage services and left them a message that I lost my phone. At 5:45 AM, we received a call at home from Sonia, a very pleasant gate agent, to say that she had the phone and would make arrangements for me to pick it up at ticketing. Even though she was extremely busy with peak morning activity, she took care of this and made my life a lot simpler. Thanks, Sonia for being so responsive and helpful!

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307

Airlines

Lore M.

James S.

Lore M. noticed we had a scooter for my health issues and the time between flights at my connecting airport was only 20 minutes so she made as sure as possible that all would go well. She switched the scooter to be taken to the final destination, arranged for wheelchair, and other details I can't recall. What was most impressive was the care and detail she went into to assure all would go well - while multitasking other incoming calls & issues for others. Way to go Lore!

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306

Airlines

Ed

Julie M.

I was responsible for 42 ticketed and checked in passengers from a local college baseball team. When we arrived at the counter, there was a long line and four counter agents. The situation looked pretty bleak. I was able to speak with Ed, and he and a supervisor, closed one lane for my group and verified my group's itinerary. Then, his terrific work really began. He patiently and professionally greeted each passenger. He weighed bags and placed bags on the conveyor belt and verified passengers and took care of name changes and gave instructions for passengers with overweight item, etc. Ed was really good and any company would be lucky to have him as an employee. He never once lost his concentration or composure, as this process took at least an hour of nonstop pressure for the counter agent. I must also commend other counter agents who answered my questions.

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305

Airlines

Kathy R.

Heather J.

I was on a flight to Atlanta and then to Las Vegas when a mechanical issue cancelled our flight. I heard passengers stressed about missing weddings, cruise ships, honeymoons, etc. Throughout the extremely stressful situation, Kathy R. kept a level head and methodically helped each passenger solve their issue. She had a gift of making each passenger's problems feel the most important of all and did a great job to resolve each issue in a timely fashion.

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304

Airlines

Tammy

Stephn H.

My daughter, who lives in San Diego, with her first child and my wife and I wanted to get to there as fast as possible. Tammy went out of her way to help us move our flight up so we could arrive earlier than previously planned. It was a welcome relief to have someone so caring and friendly to help us. She is a fantastic employee!!

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303

Airlines

Gina

Earl F.

I would like to thank and compliment Gina, CSR/gate agent. I required special assistance to board the aircraft. Gina conducted herself in a friendly, but confident and professional manner. Her instructions and directions were clear and concise, resulting in me feeling confident that I would safely board the aircraft without a lot of wasted effort, which I did and that added to my overall comfort.

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302

Airlines

Allen

Emily S.

I was flying into Pittsburgh and was one of the last people to get my suitcase, when I heard someone call my name. The woman said that the zipper on the front pocket of my suitcase was broken and wanted to ask if I lost something.
I said- oh no, I have a women's Michael Kors watch in there. Then she revealed my Michael Kors box. I was shocked and so thankful. She waved over to Allen, the Southwest employee who found the watch and figured it was mine since my zipper was open. I couldn't express how thankful I was to him, mostly because I was at a loss for words. I will never forget that moment and how honest he was to make sure I got my $300 watch back. I love Southwest and now I do even more than before.

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301

Concessions

Sherri B.

Jeffrey S

After arriving back in Pittsburgh on a Saturday night I could not find my car in the Short Term parking lot. Even though I travel frequently from the airport for business, this time I just forgot where I parked my car. I called for assistance and the dispatcher on the phone informed me that a truck would arrive shortly and help. I waited less than five minutes for the truck to arrive. Sherri, the driver, was reassuring and polite. In less than 10 minutes we found my car! Sherri was extremely kind and professional.

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300

Concessions

Mike M

Jeffrey S.

After arriving back in Pittsburgh on a Saturday night I could not find my car in the Short Term parking lot. Even though I travel frequently from the airport for business, this time I just forgot where I parked my car. I called for assistance and Mike, the dispatcher on the phone, was very courteous and informed that a truck would arrive shortly and help. The truck arrived and I was able to find my car. But Mike was very courteous and professional which I greatly appreciated after a long trip.

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299

Tenants

Marilyn

Barry M

An Airport Authority employee lost her earring while entering the terminal on March 5th. Marilyn was approached by Tom, who had found the earring. She immediately informed Tom of an employee who was looking for the earring and together, they were able to return the lost item to a very happy customer. The result was…: A very happy and appreciative customer got her earring recovered.

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298

Tenants

Dave S.

Pat O.

I received a call that a customer had dropped his belongings on the moving walkway near the Hyatt and that his medication had fell inside the walkway. I paged for Dave S. and met him and the customer at the moving walkway. The customer explained that when the bottle holding his pills landed, it broke and his pills fell into the machinery. The gentleman, who was in town for his mother's funeral, needed enough of his medication to get through his stay here. Dave, understanding the importance of the situation to the customer, worked quickly to shut down the walkway, and then opened it. He found enough of the medication to help the gentleman to make it through his stay. The customer, of course, was relieved and happy.

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297

ACAA

Lirio

Donna R.

Lirio came across a woman in baggage claim who seemed worried and helpless. Lirio offered her help and the woman explained that she was upset because she wasn't able to locate her baggage and there wasn't anyone to help. Lirio listened to the woman and learned that she had flown on United Airlines. Lirio pointed out to the woman that she mistakenly was at US Airways baggage claim and walked with the woman to the United baggage claim where they located her luggage. The woman was very happy to find her luggage and thanked Lirio for her helpfulness.

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296

ACAA

Lirio C.

Donna R.

Lirio encountered a woman walking with luggage in one hand and young child in the other along the moving walkways near the Hyatt Hotel. The woman was trying to call her husband to coordinate a pick up, but the woman's cell phone was not working. Lirio offered the woman her cell phone. The woman was able to contact her husband and he was able to pick her up. The woman greatly appreciated Lirio's kind gesture.

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295

ACAA

Joe A.

Tom S.

On a Friday evening Joe was leaving work for the week and going past the landside information desk when he encountered law enforcement and TSA officers. Joe spoke with them casually and learned they were trying to locate guests from the Hyatt Hotel who wanted to take advantage of the program for hotel guests to shop at the AIRMALL. After ending this conversation and walking toward the garage, Joe noticed two individuals who looked confused. He went over to see if they needed help and learned that these were the guests that wanted to go to the AIRMALL. The two guests said they were concerned because they had been trying to do this for some time and couldn’t find the officers. The guests were concerned that somehow they misinterpreted the program and shouldn’t be doing this. Joe assured them that everything was OK and they only needed to speak with the officers and soon they would be shopping. Joe went with the guests, facilitated their conversation and made sure they got on their way to the AIRMALL. All this meant Joe stayed at the airport at least a half hour longer than normal after a long work week.

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294

ACAA

Rick W.

Nancy S.

This will be the second year Pittsburgh International Airport has come together to support to the American Cancer Society’s Relay for Life campaign. Knowing that the event was coming up, Rick W. took it upon himself and contacted a local volunteer fire department to arrange a deal that will benefit that fire department’s fund raiser, the airport’s support of this cause, and the Relay for Life itself. As a result of Ricks’ efforts, a $1 donation from each order will go towards the ACAA Relay For Life team’s overall contribution. Rick went out of his way, recognized a need and developed a solution helping all parties involved.

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293

Airlines

John W.

John S.

My wife and I and another couple were headed to Punta Cana via Atlanta, for a 5-day all-inclusive stay through Apple tours. Our flight was scheduled to depart at 6:30 AM with a two hour stay in Atlanta then onto Punta Cana. When we arrived, however, the computer system was down and our boarding passes had to be handwritten, which led to us getting to the gate only to see the plane pull away. We pleased with Southwest supervisor John "flash" W. to help. AND HELP US OUT HE DID!! After about an hour or so he proposed resolving our problem by flying us to Atlanta later in the day and putting us up in a hotel there - then putting us on a flight to Punta Cana the next morning, and returning us on our original return date. AND HE PROMISED TO UPGRADE THE FOUR OF US TO BUSINESS CLASS. Not only that but he said if we could get Apple to amend our five day stay to one day later he would change our return flight to accomodate that - also in BUSINESS CLASS. Additionally we received food vouchers to use in Pittsburgh and Atlanta. Apple did allow us to amend our stay and we were able to enjoy 5 full days with the bonus of Business class travel on all flights!! We want to extend our deep appreciation to "Flash" for his service which went above our expectations.

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292

Airlines

Tammy

Lynn

I was traveling with a sick son and trying to get him home for Christmas in Florida. Tammy was nice enough to help us get on an earlier flight so he could be back with his mom for the holiday. She was great and I really appreciated the extra effort.

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291

Airlines

Kathy

Lynn

Our flight was cancelled after we had boarded, gone through the de-icing process and sitting for several minutes only to be called back to the gate and de-boarding the plane. This was after several delays earlier. The Customer Service Supervisor, Kathy, did an outstanding job. Obviously the entire group were frustrated. However, the professional manner in which we were handled by this clearly strong leader, made the experience much better than what it was destined to be. People were tired and angry. She did an outstanding job, calmed people down and kept us informed. You have a great employee in Kathy.

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290

Airlines

Megan

Lynn

I arrived at the gate for my flight to Orlando and discovered that I did not have my iPad and knew that I had to have left it at security. Needless to say, I was slightly panicked! I went to the agents at a nearby desk and asked if they had a phone number for security. They didn't and when I told them what I did, they were able to contact their supervisor who contacted security and my iPad was there. This was Megan at the Pittsburgh Airport. Megan said she would get it for me!! And she did. She was able to get to the security check-in site and back to the gate before my flight left. I was amazed and so glad! It is a company iPad and I was not looking forward to reporting that I had lost it at the airport. Both of your employees could not have been kinder or more helpful. I have shared my experience with others and encourage them to fly AirTran whenever possible!

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289

Airlines

Judy K.

Lynn R.

Your employee, Judy exhibited an wonderful act of kindness and concern when there was an issue with a souvenir lamp that my grandfather had owned. She was able to resolve the issue for me and I am now united with my priceless item that will now be able to remain in the family. Kudos to Judy!

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288

Airlines

Gina

Kristen

When I was waiting at my gate passengers were informed that our plane was having mechanical problems with the de-icing system. Therefore, our flight was delayed as the crew tried to solve the problem. Many people seemed annoyed about the mechanical problem delay. However, Gina handled criticism and questions from passengers with poise and clarity. For example, when one customer demanded the number of the dispatcher, Gina spoke calmly to him and diffused the situation with humor. Ultimately, our flight took off on time. I appreciated the way that all customers were kept updated and 'in the loop' about what was going on, and I appreciated that the situation was explained fully to us (ie. rather than saying there was a 'mechanical error', Gina explained the de-icing system to us and told us exactly why the plane wouldn't be suitable to fly).

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287

Airlines

Judi

Lynn

I am disabled but ambulatory and was scheduled on a full flight and I was considering spending $40.00 on the select your seat fee. Judi, the customer agent at the gate, however, arranged for assisted travel without the $40.00 charge. I must say that it is that type of service that will keep me flying "Southwest" for my forseeable future.

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286

Airlines

Lynn R.

Lindena

I arrived in Pittsburgh at 12:30 am after an 11-hour weather delay the previous day. My luggage did not arrive and I was stuck at the airport as no one could pick me due to weather conditions. I was told my luggage would arrive around 11 that morning. But 11 am arrive and no baggage. By that time, I had been up nearly 30 hours. I asked where my luggage was and I simply fell apart - from a lack of sleep and just wanting to go home. One of your wonderful staff members, Lynn, calmed me down and reassured me my luggage would be delivered to my destination. I want you to know how kind she was to me during this time. There was so much going on and yet, she took the time look after me and reassure me everything was going to be fine.

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285

Airlines

Carrie

Wendelyn

I was on a trip that had a fairly long layover. I stopped to see if I could get onto a wait list for an earlier connection. I spoke with Carrie and she was not only able to get me onto an earlier connection but also ensured that my checked luggage landed on the earlier flight, as well. I had someone picking me up at my destination and saving that chunck of time meant that our two hour drive after I landed could take place earlier in the day. Thank you so much for your flexibility! And HUGE kudos to Carrie and the way in which she so professionally and pleasantly handled my request.I wish that Southwest would start a new hub at PIT! That would be awesome!

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284

Airlines

Ed

Lynn R.

Kudos to Ed at the Pittsburgh airport. I had put my Kindle fire into an unzipped front pocket on my carry-on case so I could quickly get it out to go through the security line-- at the last minute I upgraded to 1st class and away went my carry-on bag onto the moving belt-- I immediately realized what I had done and asked if I could retrieve my Kindle Fire-- I was told I had to do a multitude of steps when Ed offered to go to "where ever" and try to find it-- bless his soul, he did it and I was beyond thrilled-- just wanted to let you know that you have an outstanding employee who does whatever he can to make his customer happy-- hire more like Ed! Thanks

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283

Airlines

Ed G., Vicki, R.J., Mike

Jake

When I got off AirTran flight 519 this evening, I had left my iPad on the plane. I immediately went back to security, who pointed me toward baggage claim. There I met Ed G. and Vicki who called to the bag handler, R.J., who went through the plane and found that my iPad had fallen between the seats when I went to put it away in my backpack. Another bag handler, Mike, ran it all the way across the airport from the gate to baggage claim. These are wonderful people who make flying your airlines a pleasure that I will be sure to repeat. Thank you so much!

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282

ACAA

JoAnn

Linda

I had an early flight and everything was going well until I realized I did not have my credit card. In thinking back I realized I left it at the ticket counter. So the search began with going to a TSA officer. She called -- no luck. I checked with two different people at two different gates and they called the ticket counter and no luck. I thought for sure I would never see my cards again. I was on the plane when all of a sudden they announced my name. I ran up to the front of the plane. There was JoAnn from the ticket counter with my card. I just couldn't believe it!! As busy as I know they were, she took the time to come all the way to the gate and plane to give me my credit card. I gave her a big hug and thanks. She turned a disaster to a very happy day for me. This would have ruined my vacation.

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281

ACAA

Tom H.

Barry M.

An Airport Authority employee lost her earring while entering the terminal on March 5th. Later, Tom noticed the earring laying on the sidewalk while performing his duties. While attempting to take the earring to lost and found, Tom engaged Marilyn at her station and mentioned the earring. She immediately informed Tom of an employee who was looking for the earring and together, they were able to return the lost item to a very happy customer. The result was…: A very happy and appreciative customer got her earring recovered.

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280

ACAA

Firefighters

Marc B.

Operations received a phone call from an airline reporting that one of their aircraft would be diverting to Pittsburgh International Airport due to weather. The airline was requesting help because since it was after midnight, there was no staff to work the flight. After passengers deplaned, firefighters handed out pillows and blankets to customers and offered other assistance. After the initial delivery of water began to run low, they returned to the fire station to retrieve two more cases of water.

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279

ACAA

airline services

Marc B.

Operations received a phone call from an airline reporting that one of their aircraft would be diverting to Pittsburgh International Airport due to weather. The airline was requesting help because since it was after midnight, there was no staff to work the flight. Airline Services responded to the call and attached the jet way to the aircraft at Gate B29. The passengers were then able to be deplaned into the terminal.

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278

Airlines

Kevin C.

Marc B

Operations received a phone call from an airline reporting that one of their aircraft would be diverting to Pittsburgh International Airport due to weather. The airline was requesting help because since it was after midnight, there was no staff to work the flight. After the aircraft landed and passengers were deplaned, Kevin, who works for another airline, called Operations to see if the passengers had enough water and snacks. When he was told there were none, he made arrangements for a case of water and snacks to be delivered to the passengers.

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277

Airlines

Joyce B.

Lynn

While on my flight from Denver to Pittsburgh, I had my cell phone out and fell asleep with it on my lap. When I woke I realized that it must have fallen on the floor but. I couldn't see it. I decided to wait until the plane had landed and the passengers got off before I began looking for it. This all occurred close to midnight. My cell phone, however, was not under my seat like I was expecting. As I began my frantic search the flight attendants joined in, then the pilots. We were all on our hands and knees scouring the plane looking for my phone. After 20 minutes I gave up and just assumed that someone got greedy and picked it up. I had to convince the crew to stop searching. They wanted to keep looking. Outstanding in my mind! They gave me instructions on who to talk to down in baggage claim. I filed a report for a lost phone and the woman was very pleasant and extremely sympathetic. She went out of her way even though it was now 12:30 and a half hour past her quitting time. The next morning I called back to the Southwest lost and found and spoke with Joyce. She informed me that no one had turned in yet but told me she would make a few calls and get right back to me. Thirty minutes later she called back and said they had found my phone. It would be in her hands in about 45 minutes and she would call to verify it was my phone. Sure enough, she called me and scheduled a time for me to pick it up. But then Joyce went out of her way and said to call when I was close by and she would meet me outside with my phone. Amazing! My phone isn't just my phone. We all depend on these devices for much more than just making a convenient phone call every now and again. Me, I use my phone for work as I am in IT. I need my phone and thanks to your staff I got it back in less than 12 hours! Outstanding! Many times nice gestures go unnoticed. I just want to say a very big thank you to the flight crew who helped me search, the cleaning crew who found my phone and Joyce who returned it to me.

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276

Airlines

Judy K.

Curt

Recently, one of your employees, Judy K, worked especially hard up to the very last minute to help my wife and I to be able to fly on the same flight home, arriving about 3 hours earlier than previously scheduled. Being a late night arrival, this was greatly appreciated. Please commend her for her kindness and extra special effort.

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275

Airlines

southwest staff

pat

I left the hotel with plenty of time to spare for my 7:45 a.m. flight. When I was leaving my hotel I left my baggage with the valet at the door so I wouldn’t have to drag it to the car. Well, when I got to the airport I reached back to get my baggage and it was still at the hotel. The time to spare disappeared. I drove back to the hotel, picked up my luggage and headed back to the airport. I now had very little wiggle room. Thanks to Enterprise checking the car in was quick, but the real heroes were the awesome Southwest staff. I waved to the person at the ticket counter and told him I had a flight to catch in about 30 minutes. He calmly got my ticket, checked my bag and politely explained the late policy. He gave me the gate number and told me to go the alternate security check point. Whoosh! To the checkpoint! I had to unpack my laptop, etc and was checked, wanded, chemical tested, and sent on my way. Run-walking, I got to the gate and it was closed. Across the way a lady called “are you Pat?” I nodded. She told me to wait by the closed door and someone would be out. Wow! Soon, a lady came and asked for my ticket. Where is it?? How could I lose it in five minutes? The woman calmly told me “don't worry, give me your ID and we'll take care of you." “Wait,” I said. “What about my change in CHI?” "Don't worry,” she replied. “I'll bring it to you." Wow! I went into the plane, sat down. An aisle seat, too! I was sweating when the attendant, who was so sweet, just patted my shoulder and smiled. Then another smiling attendant came down the aisle with my ticket and -- my cell phone! She said Vicky had run it down to the plane! The doors closed and I made the flight home. This is wonderful -- but not the end, when I got to Sacramento the luggage was almost all of. Oh well, I was late. I went to the office and saw 23 bags from other late passengers, mine wasn't there. The staff said when bags are late they are put on the next flight. Well, I'm home and will return to get my luggage (later). I go back to the luggage carrousel and get ready to tell my husband when what bangs down on the conveyer...my suitcase! Your airline is awesome and I love Southwest!

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274

Airlines

Tammy

Lynn

We would like to thank you for the outstanding customer service provided by ticket agent Tammy at the Pittsburgh airport. When it became apparent that we would have to claim and recheck our bags during our connection through Midway, she was able to check our bags so that they arrived with no hassle for us. She was professional, cheerful, and empathetic. She exemplifies the spirt that make me want to fly Southwest. Thanks.

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273

Airlines

Joyce B.

Lynn

I wanted to send a kudos to Pittsburgh employee Joyce Belli. After we traveled to Las Vegas in July, a Southwest employee called my daughter to let her know they found her iPod on the plane. The next day I went to the airport to retrieve it but no one could find it. They suggested I file a claim online. I told them "you called us and said it would be here, but it was nowhere to be found.” I did file a claim online but they were not able to find it either. So after three months, I pretty much though it was gone forever. Last week, after from another trip to Las Vegas, a Southwest employee was on the tram with me. I thought, “let me just ask her what I could do”. As luck would have it, I was speaking to the very person, Joyce that had called my daughter. She described her iPod and said she remember speaking to my daughter. I gave her my contact info and she said she would look into it and let me know. I received a phone call this past Saturday from Joyce and she informed me that she found the missing iPod. I received it today. As a business owner myself, I tend to hear the bad things that happen far more than the good so I wanted to let you know what an asset Joyce is to Southwest and how she cares for the customer. This experience just validates the many reasons I LUV to fly Southwest. Thanks again to Joyce!!!

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272

Airlines

Sandi

Lynn

The crew of Flight 1637 arrived at the airport in Pittsburgh to find that we were ground stopped for several hours for our PIT-BWI flight due to fog and the lack of runway lighting at BWI. Sandi worked continuously with our customers, keeping them informed of any and all updates while her co-workers at the gate podium worked non-stop for nearly four hours helping people rebook for final destinations since so many connections were going to be missed. The ramp folks kept up by pulling and rerouting bags of folks that changed flights. (I would like to commend them all, but did not get all their names - suffice it to say I have never worked with a better group than the Pittsburgh folks that day.) Once the Baltimore weather improved enough for departure and customers were to be boarded, Sandi continued to provide fantastic service, going a very long way to making up for our hours-late departure from Pittsburgh. A delay that long could have gone bad in so many ways, but Sandi handled the situation very, very well. Please pass my thanks to her and everyone working in Pittsburgh on that very long morning. Great Job!!!

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271

Airlines

Joyce B.

Lynn

Joyce B. was at the ticket counter and she was extremely helpful in getting us on standby seating for the 7:30 am flight from Pittsburgh to Chicago. She was patient and persistent in working with the help center to resolve a computer glitch. She kept us informed throughout the process and went out of her way to be friendly and accommodating even on a very busy day (Sunday after Thanksgiving). Southwest is fortunate to have such a great employee. Thanks to Joyce!!!

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270

Airlines

Shirley J.

Dan

After a very stressful weekend in Pittsburgh I had to return to Albany early. The airline on which I was originally scheduled made it even more stressful, as I was constantly told “to just call the 1-800 number for help” with my problems. They kept me on hold for a half hour. I got even more frustrated. So I walked over to the Southwest counter, where I was assisted by Shirley J. Her positive attitude instantly took away my stress. I purchased a ticket back to Albany from Southwest. People like Shirley are a valuable asset to your company and I now understand why Southwest's logo is a heart with wings. From now on I will be flying with Southwest. Thanks!

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269

Airlines

Shirley

Ileane

Shirley is a wonderful representative of Southwest at Pittsburgh. I am proud to know her. Shirley has the right attitude and often turns a potentially angry passenger who shouts "I will never, never fly Southwest again" into a supporter of the airline. Shirley represents all that is desired by the flying public. I am delighted every time I see her. Thank you for Shirley and the professional staff at PIT.

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268

PilotGroup

Joe R.

Lynn R.

When (the flight crew) was boarding the plane in Pittsburgh, the Southwest ops agent notified me that we would have a passenger with a peanut allergy onboard. The mother asked that we serve nothing more than pretzels. This was a full flight. At first we asked to have plenty of pretzels but we were unsure how other customers would react and told my concern to the ops agent. He brought up more pretzels but I didn’t think it would be enough to give each person just two pretzels each. Boarding began and soon Provo Supervisor Joe R. came with a variety of snacks and said he would be able to make up several boxes. Joe talked to the mother and explained the plan. Joe and Matt S then prepared several boxes and were back just in time for push back. I was so impressed by Joe’s response to a very difficult situation and to Matt who also jumped in to help. These men are what make Southwest Airlines a great company.

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267

PilotGroup

James C.

Stephanie

I was originally on a one way ticket from Sacramento to Pittsburgh. During my layover in Phoenix my mother called to tell me that she had purchased another one way ticket from Pittsburgh to Providence. This meant that after arriving late in Pittsburgh that I have one hour to collect my luggage, check in, and go through security. So after my arrival I went to my gate and James C. helped me check in. He then volunteered to try and catch my bag that had already left for baggage claim and tag it and try to get it on my new flight. I just want to say that I really appreciate his help. Thank you for your excellent service.

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266

ACAA

Samantha S.

Paula K.

I traveled to Sarasota from Pittsburgh and when I collected my luggage,found that it had been damaged and items were missing. I spoke to the airline and couldn't get results. This unfortunate incident left me very stressed. I went back to the airline which suggested I speak to someone from lost and found. When I arrived at my destination I called lost and found and spoke to a very nice woman named Samantha. She was very sympathetic and said she would do everything possible to locate my items. She did discover some of my items and after reviewing a tape discovered my luggage got stuck in the luggage belt. I was still missing some items and my luggage was badly damaged.She recommended that I contact baggage claim. After contacting them I was even more frustrated because their paper work became very complicated. In the meantime Samantha continued to contact me regarding my loss and asked if I needed any help. After emailing her regarding my frustrations she spoke to someone in baggage claim and resolved my situation. Without her help I believe I would still be trying to resolve this problem. She was very thorough, efficient and compassionate. There aren't many people that are as genuine and caring working with the public as Samantha seems. I was overwhelmed by her kindness and helpfulness. You should be grateful that you have such a wonderful employee working for you.

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265

ACAA

Dennis D.

Greg K.

A elderly customer was traveling up the escalator to ticketing when he fell. Dennis witnessed this and immediately assisted the gentlemen to his feet while helping him gather his luggage. Dennis proceeded to escort the gentlemen to the ticket counter with his luggage. The gentlemen was taken aback by all the kindness, even offering Dennis a tip, which he did not accept. Dennis was engaging, he did not hesitate to assist as is his second nature. He also went the second mile by helping the passenger to his ticket counter with his luggage so there was no chance for further stress or injury. The result was…another passenger to share his story of a trip through Pittsburgh International. A story that will be told with the thoughts of kindness that he received from an ACAA employee while visiting our airport.

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263

Airlines

Tammy

Lynn R.

Just want to compliment Tammy who worked the counter yesterday afternoon. She was extremely helpful in assisting us with our flight to Oakland, CA from Pittsburgh (via Chicago) to Oakland. Tammy is a great employee and we were pleased to meet her.

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262

Airlines

Shirley J.

Lynn R.

The customer service representative that checked my girlfriend into her flight offered amazing and over-the-top service to both of us. Even though we made a mistake with flight times and reservations she did whatever was in her power to get my girlfriend home to her family in the most efficient and convenient way possible. She offered great customer service with a pleasant attitude and a smiling face. Showing empathy and concern for our situation and doing whatever it took to get her home. Her name was Shirley and I was overly impressed with her.

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261

ACAA

Patrick W.

Tim H.

The fire department was notifed by the Police Department that a kitten, which was in the terminal, had escaped and ran under a parked car. The police attempted to catch the cat but were unsuccessful and contacted the fire deaprtment. Patrick was one of the firefighters that responded. By this time the kitten had climbed into the under carriage of the vehicle and was lodged between vehicle's heat shield and floor boards. Patrick and Eric, another firefighter, tried several different ways to free the kitten including blowing air into the area and loosening the heat shield (all after getting the car owner's permission, of course). Finally, Patrick and Eric used airbags to jack the vehicle to provide themselves with more access. They were then able to loosen the heat shield enough to free the kitten and return it to its owner.

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260

PilotGroup

Eric W.

Tim H.

The fire department was notifed by the Police Department that a kitten, which was in the terminal, had escaped and ran under a parked car. The police attempted to catch the cat but were unsuccessful and contacted the fire deaprtment. Eric was one of the firefighters that responded. By this time the kitten had climbed into the under carriage of the vehicle and was lodged between vehicle's heat shield and floor boards. Eric and Patrick, another firefighter, tried several different ways to free the kitten including blowing air into the area and loosening the heat shield (all after getting the car owner's permission, of course). Finally, Eric and Patrick used airbags to jack the vehicle to provide themselves with more access. They were then able to loosen the heat shield enough to free the kitten and return it to its owner.

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259

ACAA

Kevin G.

Jeff M.

Kevin was walking the moving walkways between the parking lot and the terminal during his lunch when he noticed a set of keys lying on the floor. He picked them and quickly deducted that they must belong to a gentleman who had just passed him in a quite a hurry, running toward the parking lot. By the time Kevin found the keys, the customer was exiting the walkways and headed toward his vehicle. Kevin ran all the way out to the parking lot and found the man just before he got to his car. The result was a happy passenger, who was able to keep his schedule due to Kevin's efforts.

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258

Airlines

Joyce B.

Bonnie S.

My 11-year-old granddaughter was flying for the first time alone and was scheduled to arrive at 11:20 pm. I received a call from Southwest that her plane departed Tampa on time and that I needed to be at the airport in time to pick her up at the gate. However,I found myself in a traffic issue that was making it impossible. As I sat in traffic in downtown Pittsburgh, I called and spoke to Joyce, who put my mind at ease and told me not to hurry. Joyce said she would close her office and go out to the gate and get Gabby. Thank you, Joyce!

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257

Airlines

Sonia

Charlotte A.

I would like to commend the SWA agents that were involved in a very complicated situation involving my son's cancelled flight on August 26, 2012. It was imperative for my son and his new wife to get to Jacksonville in order to embark on a trip to Cancun the next morning for their honeymoon. The SWA ticket counter agent, Sonia, along with Nancy,went above and beyond to make sure that Greg and Jen got to Cancun.
Sonia put Greg and Jen on a flight and then Nancy got them re-ticketed with only paying a $50 change fee rather than $150.
To top it off, Sonia arranged for Greg and Jen to get a bottle of champagne on the flight to Atlanta. They were thrilled and it helped a very stressful situation.

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256

ACAA

Jim S.

Paul S.

Two foreign passengers arrived at Pittsburgh International and became separated at the trains in the airside terminal. Jim S. saw one man enter the train on airside, but his elderly father did not make it on. Jim stayed with the son and assured him his father would use the other train. The men were not only separated, but they were also having trouble finding their family member who was on airport property to pick them up.
Jim helped the son search the landside building until they located his father, working through the language barrier the entire time. Jim then used the passenger’s cell phone to unite the passengers with their family member on the arrivals curb. Jim was able to work through a language barrier to calm a stressful situation for passengers coming to Pittsburgh for the first time. The passengers were not only reunited with each other, but then united with their family member. All of the parties involved were very appreciative. Jim is an example of a great Ambassador for Pittsburgh International Airport!

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255

Airlines

Ed

Jeff M.

I just wanted to be sure and commend the wonderful job your Pittsburgh gate crew did on June 29. Due to some bad weather our late evening flight was delayed, and delayed again and delayed again. To the point that we (and most others) missed our connecting flights in Baltimore. Ed and the 2 ladies (I never did get their names) were just tremendous in rebooking flights. When there were no flights into Ft Myers, Ed checked every surrounding airport without us even having to ask. I'm sure it's a crew members worst nightmare when something of this nature occurs; especially so late in the evening when passengers have to wait until the following day to fly out, as most of us did. But they handled themselves with great composure and must have apologized 50 times - for something that was completely out of their control to begin with! We left the SW counter after 10:30 pm and while we were waiting in line at security at 5am the next morning we saw Ed walking into the airport with a smile on his face! Flying with an infant is stressful enough, and this delay could have just made the situation even worse, but your crew did a great job at relieving anxiety where they were able. Please commend your gate agents for their courteous and calm responses in such a chaotic situation!!

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254

Airlines

Jody

Jeff M.

I arrived last night and for whatever reason my bag did not make it to my destination. I was a little panicked since the three other travelers I came with and checked in with received their bags. I went and spoke with Jody who took my claim and stated that I should get my bag later that night. I never heard from anyone so at around 10pm I found the 888 number Jody provided me and called to check on the status but there was no update. I now begin to panic thinking it would be forever lost. I wake the morning of the 15th and once again call to check on the status and once again no update. My worries now increase ever so slightly. I go to Target to buy some needed staples and on my way back to the hotel Jody called and advised me that they found my bag and it's on its way. Jody took the time out of her busy day to personally call and follow up with me and advise me of the status. I know this is her job but the personal touch along with peace of mind was great. Jody should be recognized for her outstanding customer service as in my opinion she went above and beyond the call of duty. Thank you Jody

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253

Airlines

Shirley J.

Jeff M.

I want to compliment Pitsburgh gate agent Shirley, who was at the counter on 13th Aug. My original flight was canceled and Shirley fixed everything. She was very professional and handled itvery nicely. She even tried to get him on next flight out and called the gate area but they were already ready to leave. I wanted to call and let you know what a fine employee you have.

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252

Airlines

Shirley J.

Dwayne D.

I hate bad weather but I love some of the people that work for Southwest. One such person is Shirley J. She is a pro and should be recognized for her ability to handle people under pressure. I was delayed and then delayed yet again but still felt OK about the situation. I finally arrived at Baltimore and my flight from BWI to Islip was canceled had to stay over night. That was okay because before I left Pittsburgh, Shirley worked hard to get me on the 8:10am flight out the next morning. She is a natural born talent at what she does.

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251

ACAA

Bobbi H.

Laura S.

On July 15th, 2012, a 75-year-old passenger left behind a piece of medical equipment that he desperately needed for his well being at the checkpoint. This passenger stated he could not afford to pay the fee to have the item sent back to his home and requested assistance.
Bobbi, at the Airside Information Desk was unbelievable in helping with this situation. She boxed the item for the passenger immediately and had the box waiting at the service desk for us to mail.I received a nice call from the passenger who was very complimentary and unbelievably appreciative. He asked me to thank everyone involved and I would like to express my appreciation to Bobbi for going above and beyond her duties to assist the passenger.
It’s employees like her that make this airport a great place to work.
Way to GO Bobbi!

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250

Airlines

Lore

Lynn R.

Your emoloyee Lore is the best. I made a mistake on my flight return and she was very patient and took her time to make sure I got home that day. I can't thank you enough for having her at the counter in Pittsburgh. Please keep up the good work Southwest and Lore.

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249

Airlines

Judi G.

Lynn R.

I was on a flight to Florida to be with my parents, as my mother was in critical condition. Since I booked at the airport (no time to plan for this), I was in the last group to board and had to make a fast connection. Judi G. at the reservations desk at the gate gave me permission to board after the A group -- so I could be up front and make my connection with no problem. Because of her kindness, I made the next flight with time to spare and no worries (which was incredibly helpful at the time). Southwest Airlines and your employees are a true class act. Thank you again for having the most wonderful employees in the world!

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248

Airlines

Ed G.

Lynn R.

I received a call from Ed. I had misplaced my Kindle EReader during travel and Ed found my name on the reader, looked up my Rapid Rewards account, and called my telephone. He was extraordinarily pleasant and helpful and is shipping my Kindle back to my home today. This is an example of going the extra step to retain customers through service. Thank you Ed! I appreciate your time and effort.

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247

Airlines

Jim G.

Lynn R.

Jim did a great job tonight. I had an event in Philadelphia that I could not miss. I was scheduled to fly to Midway and he noticed that my flight was delayed so I would miss the connecting flight to Philadelphia. Jim changed my flight so that I could get to my connection on time. Truly unbelievable.

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246

ACAA

Sam, Chuck

Scot B

I want to express my appreciation to Sam and Chuck for their hard work and dedication to our respiratory protection and confined space programs by volunteering their time and talents to perform inspections, calibrations, and repairs of our air monitoring instumentation, along with the respirator fit testing and education to various employees and contractors. These efforts are critical to the safety of our airport employees and we are fortunate to have such fine individuals to provide these services

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245

ACAA

Tom G.

Paul S.

As a reward for submitting valid suggestions the Safety Department holds a drawing for a $30 gift certificate to give to one employee a month for their suggestion. Tom G. of airline services won for two consecutive months. When Tom received his gift certificates, decided to donate both gift certificates to the Military Family Courtesy Center.
I commend Tom for not only his commitment to safety, but for his thoughtfulness and generosity for donating his winnings to such a worthy cause. This act defines what the NICE Program is all about.

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244

ACAA

Paul S.

Scot B.

As I entered the landside terminal, I noticed Paul standing over a spill. Paul advised that he already notified the cleaners, but wanted to stand guard over the spill until the cleaners arrived. Additionally, as Paul was near the landside information desk, he overheard an airport employee inquiring as to where he could find some benedryl
First, Paul alerted the cleaners and acted as a human caution cone by directing passengers around the spill until it could be cleaned.
Then, realizing the employee was in distress and in need of the medication, engaged the employee and directed him to the airside Rite Aide. However, the employee did not have the time or ability to get to the airside store before reporting to work. Paul offered to go to airside to retrieve the medication for the employee.
The result was that nobody slipped in the spill and the employee reported to work on time, received the medication, and was very appreciative of Paul’s efforts.

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242

ACAA

Paul L.

Carol W.

I am writing this to you today to let you know how much we APPRECIATED Paul L.My husband and I flew into Pittsburgh, arriving at 5:10 p.m. We did not know our ride to take us to Mercer had broken down. Paul did everything possible to help us get a ride home. He contacted every contact person he could think of. His customer service was excellent. He eventually found us a van to take us to Mercer. We waited outside the terminal until the van arrived, and Paul checked on us periodically to make sure there wasn't anything we needed. Employees like him should be praised for liking his job and doing his job well!

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