Thursday, December 13th, 2007 at 3:09 pm in Family Travel.
We’ve taken our shots at Southwest Airlines for its decidedly un-family friendly policies of late. So, when we heard this story (from the Washington Post) of customer service done right, we just had to share it.
While aboard a Southwest flight in August, Chad Older’s wife went into premature labor (six weeks early) back home in Washington, D.C. Older’s father-in-law called Southwest with the news. As soon as Older’s plane touched down in Albuquerque, Southwest agents hustled him to a flight headed back to D.C. The airline offered big incentives to get a passenger to voluntarily give up his seat on the full flight. A ground crew member dug up Older’s bag. And when Older insisted on paying the return fare, Southwest refused to hear it. The first-time dad arrived home in time to see the birth of his son. As if that weren’t enough, when Older sent Southwest a thank-you note, the airline sent him one back, along with a gift for the baby.
Even we’ll admit, that was a classy move.