Southwest Airlines Saves Durbin iPod
It sure is fun to bash airlines - or at least that's what I hear lately, but we recently had a great experience with Southwest Airlines. On Sunday, we flew back to St Louis from a conference in San Diego, and left out iPod Nano on the plane. We didn't realize this until we were in the car on the way home.
Of course the plane had already left, but we called to the Baggage Claim (which was dealing with a room full of people from the storms and a broken baggage loader in Las Vegas) to see if it was reported.
The woman couldn't help us, but did tell us to call Birmingham (where the plane was headed). The Birmingham office transferred us to their ops center, a man named James, who met the plane and asked the flight attendants about our iPod. They had found it, and gave it to the ops center in St Louis before leaving.
When we called back up to St Louis, we had the name of the guy who had the iPod, and when we returned, Baggage Claim was able to track the ops center guy done and get the iPod. While waiting, the Birmingham office called to check in on me.
We've lost baggage before with airlines, and the response was underwhelming (downright criminal, to tell the truth). This was a tribute to Southwest employees, especially the Birmingham Baggage Claim and Operations.
And what else does Southwest Airlines have? A blog that describes their unique culture.
Of course the plane had already left, but we called to the Baggage Claim (which was dealing with a room full of people from the storms and a broken baggage loader in Las Vegas) to see if it was reported.
The woman couldn't help us, but did tell us to call Birmingham (where the plane was headed). The Birmingham office transferred us to their ops center, a man named James, who met the plane and asked the flight attendants about our iPod. They had found it, and gave it to the ops center in St Louis before leaving.
When we called back up to St Louis, we had the name of the guy who had the iPod, and when we returned, Baggage Claim was able to track the ops center guy done and get the iPod. While waiting, the Birmingham office called to check in on me.
We've lost baggage before with airlines, and the response was underwhelming (downright criminal, to tell the truth). This was a tribute to Southwest employees, especially the Birmingham Baggage Claim and Operations.
And what else does Southwest Airlines have? A blog that describes their unique culture.
posted by James Durbin @ 4:16 AM PERMALINK
2 Comments:
Hi James,
Thanks for sharing the story of how our Employees rescued the Durban I-pod! We also appreciate your sharing the story on Nuts About Southwest.
We have tried to make our blog a reflection of our Corporate Culture, and as we approach our one-birthday, it has been a lot of fun.
Brian
Great story, Jim!
My wife and I fly southwest whenever we can for this very reason. We always feel like they are out to take care of their customers. Knowing that, we're more than happy to show up a little early to get a prime spot in the "A" line and tolerate not having an actual seat assignment.
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