When it comes to airlines, we really experience them as the corporations they are – companies that are run by boards and executives with people at the front end through whom we have contact and learn about the company.
There are many, many times that airlines mess up and people do tend to take that out on the person in front of them at the airport – even though, most of the time, they have little to nothing to do with the mess-up. But, mistakes occur and we take our frustrations to the corporation itself and try to get something to fix the situation for our liking.
Thank You, Southwest!
But, there are times that we see the kindness, compassion, and even humanity from these corporations and that is something that can help to wash away many a bad experience we may have had with the airline in the past. I hear stories like this from time to time but this was one time that it happened close to home as the recipients were good friends of ours and I just wanted to show what Southwest had done to help make this family’s day a little bit better.
Background
Our friends recently lost their young child to cancer. It had been quite a battle as she was just diagnosed with the tumor about a year ago before passing just recently. She was the middle of three children and it was certainly hard on the siblings, as well as the parents and other family.
The Kindness
Our friends had been in New York for a service for the little one and were returning home on Southwest. When they went to the counter, they were greeted by name and the staff said they knew who they were and had some things for them. They had prepared two new backpacks full of gifts for the two children, gave them lunch in the airport, took them into the cockpit of the airplane for pictures, and gave the family vouchers for free travel on Southwest again in the future.
I know that we all have issues with airlines and many have even had issues with Southwest. But as much as we can and do complain and vent about our frustrations when airlines do wrong, I think it deserves a moment to praise an airline for when they do something very right. Thank you, Southwest, for making what was a very sad day a little brighter by your kindness.
Thanks for sharing this touching story. I couldn’t agree more: it’s important to recognize when the airlines not only go beyond what we as customers expect of them, but display acts of kindness such as these. Thank You Southwest.
Does this make up for the Southwest flight crew that wouldn’t let the passenger call her husband who committed suicide?
Call me a cynic but this is the 2nd boardingarea post of these goodwill gestures by Southwest going above and beyond, not sure if they are getting tipped off for doing these ad-hoc in order to salvage their reputation after the suicide call fiasco. Again these may be completely baseless but still seems a bit of coincidence.
I vaguely remember seeing a post title but had not read it. I will have to find it and look it up!
Thanks for posting a very nice story. Not a heroic story but a nice story. Your characterization: “Thank you, Southwest, for making what could have been a very sad day a little brighter by your kindness” is way over the top given the courtesies extended-not to diminish the courtesies but that is what SW did.
My point is that even in the face of such human kindness, I’m sure it was a horribly sad day.
I would agree with you except I know the family and it did a lot in making them have some happiness for the journey home. More than the items even but just the thoughtfulness of the staff knowing who they were and taking care of them kindly thoroughly the process went a long way with them.
I did pick the wrong word – obviously, it was a sad day regardless so I changed it to what inhad actually meant. Thanks for pointing it out.