Southwest Keeps Their Promise

by Barry Moltz on February 10, 2010

I fly 100 times a year mostly on American Airlines. But every now and then, I fly Southwest Airlines for short hops out west.

I am a tough critic when it comes to flying. I believe a delay never shrinks, it only grows. I was very surprised when a Southwest Flight from Phoenix was first delayed by 50 minutes. That delay soon grew to 2 hours. When the operations agent, Eric Roggin, told me not to worry I was skeptical. He made me a promise that the flight would take off by 7:00 PM (19:00). Wow! When was the last time anyone in the flight industry made you a promise (and kept it or didn’t blame it on Air Traffic Control)?

A few days later, I received this email:

Barry,

Your flight left the ground at 1859, 1 minute prior to 1900. That is what I call customer service. I hope you enjoy your time in the bay area and it was nice to meet you.
The website is right on the nose when it comes to customer service with #1 being listen. I have been with SWA for 24 years and have always preached 2 ears 1 mouth for a reason.

If you ever need help with your travel plans drop me a line.

Eric Roggin

Now Eric, that’s BAM-good! Customer Service. Thank you Southwest!

{ 2 comments… read them below or add one }

Christi Day February 10, 2010 at 8:45 pm

Wow! Thanks for sharing your experience and thanks for flying SWA. I’ll make sure Eric sees your post! Have a great night!

Christi
@southwestair

Barry Moltz February 10, 2010 at 9:13 pm

And it’s even more impressive that you commented on the blog post…way to go SWA!

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