Herb Kelleher former CEO of Southwest Airlines set the tone for the down line friendly personnel in the company. Southwest is still pretty good but not as much as when Herb was the top dog. United and Spirit should take a lesson.
Herb Kelleher was the best airline CEO EVER! When he ran SW, their customer service was a thing of beauty. My 90 year old mother forgot her meds flying from Oakland to San Diego. I went home, rounded up the medications and took them to SW baggage office. Since I had already been there to find out how to get her meds to her, one staffer excused herself from her current customer, took my package, went out to the flight line and put it in the cockpit on the next San Diego- bound flight. On the other end they called my sister when the plane arrived and gave her directions as to how to claim the package. So in a matter of three or four hours, my mother had her needed medications! That does’t happen today with 99% of the air carriers!