Southwest Airlines has been incredibly successful, due in part to the commitment of living it's brand truth. Southwest's brand promise is to give people the freedom to fly. With low fares, frequent flights and and friendly employees. Southwest promises to actually care about its customers and provide them access to where they need/want to go. Never was this more evident than a recent experience of one passenger.
Stories like this are hard to come by. A grandfather's worst nightmare turned around because of one pilot on Southwest Airlines. After news of his infant grandson was murdered, it was this man's mission to get home to his daughter. He even arrived two hours early at LAX, but was still running late due to the the endless security lines. As TSA agents did nothing, the man was losing hope after racing to the terminal 12 minutes late. Miraculously, the pilot was waiting for him and upon seeing him stated, "They can't go anywhere without me and I wasn't going anywhere without you. Now relax. We'll get you there. And again, I'm so sorry." Normally planes take off right on time and don't wait for those who are even minutes late. But this was different- this not only showed compassion to the man and his family, but exemplifies what Southwest Airlines stands for as a brand. Bravo to you Southwest. Bravo.
http://gizmodo.com/5731946/pilot-stops-plane-for-family-of-murdered-son
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