by Shashank Nigam | November 3rd, 2008
8 Comments
[caption id="" align="alignright" width="240" caption="Image by caribb via Flickr"][/caption]
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Terry Maxon of the Airline Biz Blog recently posted an email from a passenger who was helped by a Southwest Airlines employee at Love Field airport in Dallas. It is a great show of how empathizing employees can create trust between the brand and the customer. Again, proving the theory that happy employees lead to happy customers. Here’s the email. Enjoy the read.
Oct. 29, 2008
Southwest Airlines
P.O. Box 36647 – 1CR
Dallas, Texas 75235-1647
Re: Oct. 18, 2008
Dear Sir/Madam:
On Oct. 18 I arrived at Love Field, having come from Illinois, visiting my sister who has cancer.
A passenger on my flight misdirected me to the basement when I inquired as to where to pick up my luggage and when I tried to come back through, an airport employee helped me back through the security checkpoint. Unfortunately, TSA nabbed me and informed me that I would have to go back and walk all the way around the airport outside till I found Baggage Claim myself, but they would not help me …
