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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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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240

Airlines

John W., Shirley J.

Cheryl K.

My flight was cancelled on another airline and there were no other available flights for the day. I walked over to the Southwest gates and John W. and Shirley J. were available to help me plan an alternative flight. Not only did they book me for the next day but also talked through the boarding process. Shirley helped me get a hotel room for the night and explained getting through TSA early as the flight was planned to depart at 6:05 AM. They were friendly and helpful and made a definitely bad day turn out to be a great experience with Southwest. I highly recommend them as wonderful representatives and thank them for their help. My flight today was great with friendly crewmembers and on time departures and arrivals. Thank you so very much!

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233

Airlines

Joyce B.

Chris

The most above and beyond experience I’ve had with air travel... ever! After my flight got cancelled in PIT, I was able to book a flight with another airline for the weekend going the opposite direction. Unfortunately I had checked 2 bags and there was already a line of 20 ill-tempered people at the gate. I had to take the tram back to the baggage claim area where I explained my situation to Joyce B. who calmly walked me through what needed to happen and radioed co-workers to get the bags moving. Due to the departure time of my flight to BOS, I had to leave to get to the gate before the bags arrived and left my info with Joyce before running to the security line. Upon arriving at the gate I got a call from Joyce stating that she had my bags and was going to get them to their destination. I can’t thank Joyce and the rest of the team enough for making it happen for me!

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232

Airlines

Ed G,

Lynn R.

My family is in southeastern Ohio, so we would pick one of your flights depending on the available fares and times; either Columbus or Pittsburgh. My mother passed away on January 6, so we flew into Pittsburgh on Jan. 8. We had not made any return reservations. In the meantime, my daughter had used my computer to get her return flight out of Columbus on the 11th. On Thursday, the 12th, I made a return reservation to Orlando. When we arrived in Pittsburgh on the 14th, we found that I had made the reservation to depart from Columbus instead of Pittsburgh. I could not believe what I had done! I just didn’t know what to do, but asked if we could get a flight from Pittsburgh. Your employee, Ed, was the agent we had picked to check in with. What a blessing this was for us! Within just a few minutes, he had found us a flight from Pittsburgh, and changed our flight for us. We actually ended up back in Orlando earlier than we were expecting. Your employee, Ed, in Pittsburgh is one of the most fantastic people I have ever encountered. I just don’t have the words to tell you how much we appreciate his help – I wish I could.

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231

Airlines

Ed G.

Lynn R.

I left my phone on the plane and didn’t realize it until I was home in Morgantown WV. I called Pittsburgh and talked with Ed in baggage claim. He immediately contacted the 2 cities the plane went to after Pittsburgh. He gave them my phone number and description of the phone and asked them to please call me if it was found when the plane was cleaned. The next day when he arrived at work he decided to check the found items in the computer and noticed one that matched my description on the plane I was on. He called to make sure I had been contacted. When I told him no I had not be contacted LAX and got them to take care of the situation. If it wasn’t for Ed I wouldn’t have gotten my phone back so promptly if at all. I am glad there are honest people working for your company who take their jobs seriously and care about their customers. Thanks Ed!

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229

Airlines

Peggy R.

Lynn R.

Yesterday evening after landing in Pittsburgh from Baltimore, I realized that I didn’t have my wallet. I remembered that I had put it in the seat back pocket, and with that, made a dash back to the landside terminal, to the ticketing level to find an agent to help before the flight departed for Chicago. I ran to the ticketing desk, somewhat frantic, and did my best to relay my problem & flight info. After figuring out what flight and gate I arrived at, Peggy calmly made a phone call, talked it through with the gate agent. Five minutes later, the wallet was found. Peggy then went through Security, hopped the 2 minute train, made the 5 minute walk to the gate, retrieved it, turned around and handed me my wallet. This is “customer service." Not to be lost in all of this. Peggy and I made some small talk and I asked how her day was going. She relayed her car trouble that morning (that required a tow) which made her late for work, so really, she wasn’t having the best of days. But never did her bad day make mine any worse! Thanks again Peggy! Hope your car gets fixed soon!

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228

Airlines

John W.

Lynn R.

My wife and I were scheduled to depart on a 5:30pm flight to Midway Airport, where we were to connect to Las Vegas. John saw our final destination as Las Vegas, and called my wife to alert her that there was a 4:55 pm direct flight to Las Vegas with seats available. He offered to switch us to that flight to avoid potential weather delays in Chicago. That was very thoughtful of him to do that and saved us a lot of time and hassle. In 30 years of flying I have never had that kind of proactive, helpful notification (I have received plenty of cancellation and delay notifications). When we arrived at the airport, John and his staff were ready to assist us and expedite our ticket switchover, including having our boarding passes already printed and ready to go. We were very grateful for their thoughtfulness and assistance!

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227

Airlines

Peggy R., Lynn R.

Nick D.

My luggage was damaged on a flight to Las Vegas. I was informed of several options, and being that my luggage was part of a brand new 3-piece set, I did insist on an exact replacement. I was told my best bet was to go to the PIT Southwest office after landing back in Pittsburgh at the end of the trip. I landed and got my luggage late Sunday night, actually after midnight. Peggy was the only one working that late on this evening. Although she was new to the baggage office, she apologized for not being an expert at the new position in the baggage office, but was unbelievably professional and competent. She actually went out of her way to call her supervisor Lynn R. at near 1 am. Lynn, who was also great, was more than willing to help us figure the proper procedure, even though we had woken her up. We quickly resolved the issue. I was given a bag to take my belongings home in, and amazingly, by the very next afternoon (about 12 hours later), I had already received a call that my brand new, exact replacement was at the airport and available to be picked up. Luckily, I work just a few miles from the airport, and was able to run over this very next day and pick up the replacement, which was the correct model and size. I just wanted to let you know that this problem was turned into a very pleasant experience by all parties involved. I hope that they can be recognized for outstanding customer service, because as I mentioned, this experience (which seemed like a nightmare at the very beginning) couldn’t have gone smoother or have been handled any better. Thanks.

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226

Airlines

Joyce B.

Lynn R.

I traveled from Indianapolis IN to Pittsburgh PA thru Baltimore MD. I left my ipad wireless keyboard in the seat back pocket on the fight from Indy to Baltimore. I did not realize I did so until I was on my flight from Baltimore to Pittsburgh. When I arrived in Pittsburgh I had the pleasure of speaking with Joyce and she did everything possible to track down my keyboard. She was kind enough to call me later in the evening to let me know she thought the keyboard was in Baltimore and I would be hearing from Jennifer w/ Baggage Services in Baltimore. Working with Joyce was a pleasure. She was kind, friendly hardworking, dedicated and was willing to do whatever to assist me. THANK YOU Joyce for your kind service and willingness to help!

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225

Airlines

Shirley J.

Lynn R.

I wanted to thank Shirley for all of her help on Monday at the Customer Service Office. If not for you, Shirley, I believe that my son would be waiting a very long time to get his IPad back, if at all. We were devastated when he discovered he left it on the plane. You went out of your way to not only help us but to empower us by giving us phone numbers so that we could make the right calls and locate the IPad ourselves. We had it back 2 days later.
Our family has been fortunate enough to come into contact with you on two separate occasions and both times your customer service has been over-the-top excellent. You made us feel like we were the most important people in that airport. We are so lucky you were working that day. Your company is very fortunate to have someone so skilled in providing great customer service.

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221

Airlines

Jim C.

Jeff M.

I was flying Southwest Airlines from Pittsburgh to BWI and as I was heading for my flight I realized that I did not have my wallet. After not finding it in the seat area of the plane, I had the airline representative at BWI make contact with the appropriate person in Pittsburgh,which was Jim, who was informed of the gate number and approximate seat location that I was sitting at in Pittsburgh.
About a half hour later I received a call from Jim, who advised that he found my wallet under the seat area where I had been sitting. I told him that I would like my wallet sent to me by Fed Ex and shortly called him back with a Fed Ex account number to use to send me my wallet. The next morning the Fed Ex package with my wallet was outside the front door of our residence. All of my cards and money which was over ninety dollars was in my wallet. Jim sent a note with my wallet stating, “Glad to Help out. Thank you for flying Southwest”. Ihave flown in the past with Southwest and their employees have repeatedly demonstrated to me their commitment.

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219

Airlines

Tammy P.

Ray D.

My husband and I would like to thank Tammy and her supervisor Jim for their WONDERFUL customer service at the Pittsburgh PA airport ticket counter. We had to make some ticket changes, and they went out of their way to help us out, we are so grateful and wish to let Southwest know how well they treated us! Thank you so much.

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214

Airlines

Bill P.

Anne F.

US AIRWAYS employee, Bill P. from the ticket counter came to the transit level to look for a boarding pass and identification for a girl that lost both before going through security. He looked everywhere for it , said he was worried about her managing without it. It was a nice gesture because it was a busy time of day.

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202

Airlines

Ed G.

Constance H.

With no Skycaps available I didn’t know what I was going to do as I cannot lift my baggage to get it off the belt or on/off the parking shuttle bus. I asked your employee, Ed G to grab my bag off the carousel and what I should do. I asked about skycap and said the only thing I can think of is to try to find one at departures, etc. He really stepped up to the plate and offered to hold my luggage while I got my car and brought it around. Again, it was one of your employees who I asked for help He called and got me a skycap.

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201

Airlines

Joyce B.

John S.

Just want to compliment your employee Joyce. We had missed our flight due to car problems. She did everything she could to get us back on an available flight. She was friendly courteous and just down-right awesome. She did an excellent job representing your company.

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200

Airlines

Reggie O.

Suzanne B.

Southwest Airlines employee, Reggie at PIT boarding desk in PIT was very professional, kind and courteous to everyone including myself on this completely full flight to TPA. He was exemplary!

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199

Airlines

Lynn R.

Lynn is an outstanding supervisor. My husband and I were planning to fly from Pittsburgh to Tampa on flight #1569, when his oxygen contractor failed to recharge its battery. Of course, we couldn’t board without oxygen. Lynn came to our gates and rescued. She called the paramedics and an ambulance. She then made notes in our file to fly home to Tampa, at no additional charge, whenever we had sorted out our dilemma. We flew home with a new concentrator and no problems. My husband was in serious trouble and Lynn was right there with all the solutions.

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196

Airlines

Ryan P.

Last Saturday, I flew to Pittsburgh for a business meeting. I was meeting up with a colleague an hour after my flight arrived, and didn’t even thinking about claiming my piece of luggage while I waited in the airport. After realizing my mistake, I ran to baggage but unfortunately, my bag was nowhere to be found. Feeling foolish and stressed, I proceeded to the Southwest baggage office. There I was helped by Ryan. He immediately helped me solve my problem by identifying a bag that looked like mine and that would have been on the baggage carrousel at the same time as mine. He then very professionally contacted the person whose name was on this bag, helped them to realize they had taken my luggage and arranged for them to return it and exchange. This may have been a part of his everyday job responsibilities, but he did it in such a way that it made me feel respected and a valuable customer.

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195

Airlines

Sonia H.

Jessica W.

I did not have a reservation with Southwest airlines today. My husband and I were given a wedding gift with another company unfortunately that changed our flight and never notified us of the change. In turn we missed our honeymoon. However, Sonia and the gentleman at the desk this morning did everything in their power to try and help us get another flight to Jacksonville this morning so we could make our flight. Unfortunately they weren’t able to find anything for us. But when they heard the situation they went above and beyond to find a company to get us a flight on when their last flight booked up too quickly. It meant a lot to us that these two strangers helped a young couple try to make our honeymoon. I can’t express enough how helpful they were and I really hope they are rewarded in some way for this. I am pleased to see that there are companies that rate customer service as high priority over everything else. Thank you so much both Sonia and your co workers.

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192

Airlines

John W.

Andrea C.

I am writing to express my sincere thanks to Customer Service Supervisor, John W. I recently found myself in quite the pickle when trying to check-in for an early morning flight, and I cannot thank John enough for quickly & calmly resolving the issue for me. Though the situation was caused by my own error, John made every effort to ensure my day’s schedule was not affected and I was able to continue with business as planned.

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191

Airlines

Tammy P.

Fontella M.

My day started off so wrong when my flight was cancelled. I called the 1-800 number to try to be rebooked to another flight and the agent over the phone stayed on the phone with me for at least 30 minutes. While I ran all over the airport back and forth between the ticket counter and security. According to security I was not allowed to board with the passes I was given and was sent back again. Unfortunately I missed the new flight and the next available one wasn’t until 6:40 A.M. I was stranded with no money for the next 16 hrs. Thankfully, Tammy at the ticket counter worked hard to make sure I was situated and comfortable under the circumstance. I can’t explain how defeated I felt and she turned my day around. It was very busy at the counter dealing with the the cancelled flight customers as well as regular customers, but yet Tammy continued being very pleasant to myself and the other customers. I still won’t fly out until tomorrow but I’m in a much better place emotionally about it. People like Tammy are the reason I continue to fly with Southwest! Thank you guys for making a sad girl smile again!

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190

Airlines

Debbie T.

Fontella M.

My day started off so wrong when my flight was cancelled. I called the 1-800 number to try to be rebooked to another flight and the agent over the phone stayed on the phone with me for at least 30 minutes. While I ran all over the airport back and forth between the ticket counter and security. According to security I was not allowed to board with the passes I was given and was sent back again. Unfortunately I missed the new flight and the next available one wasn’t until 6:40 A.M. I was stranded with no money for the next 16 hrs. Thankfully, Debbie at the ticket counter worked hard to make sure I was situated and comfortable under the circumstances. I can’t explain how defeated I felt and Debbie turned my day around. It was very busy at the counter dealing with the the cancelled flight customers as well as regular customers, but yet she both continued being very pleasant to myself and the other customers. I still won’t fly out until tomorrow but I’m in a much better place emotionally about it. People like Debbie are the reason I continue to fly with Southwest! Thank you guys for making a sad girl smile again!

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189

Airlines

Southwest

Michele

I want to thank Judy, Lynn, and Peggy for all their help getting me to California, after missing my original flight, for my mom's 80th birthday party. My mother had triple-bypass surgery in the summer so it was very important to me to be there to help her celebrate her birthday. Thanks to you three wonderful ladies I was able to do just that. I will never forget all you did to see that I was in California for that special occasion. Thanks again!

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188

Airlines

Shirley J.

Mike

I would like to thank Shirley, of Southwest, who did a superior job! I appreciated her time, patience, and the kindness she bestowed on me. Shirley made me feel so comfortable under such a stressful situation. She made the environment extra pleasant! Thank you for the special attention.

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179

Airlines

Mary Jane M.

Anne F.

A passenger's original flight was cancelled. His original airline booked him on another flight on a second airline. This itinerary, however, did not work out for him because he had to be at a connecting city at a specific time to pick up his Grandson before they both moved on to Houston their final destination. Therefore, the gentleman rebooked his flight through a third airline, but was having a difficult time tracking down his bags with the second airline. Mary Jane, who works for the first airline, was able to locate his bags and make sure they checked through on her airline to Houston so that the bags and the Grandfather and Grandson would all arrive at the same time.

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