Best customer Delight Stories ....

Customer story #1: Southwest Airlines

The most amazing customer service story I read has its roots in a great tragedy.It’s the story of a man who received a devastating information that his three-year-old grandson was beaten up to death.by his mother’s boyfriend. A boy, who was in a coma, was supposed to be taken off life support at 9 p.m. next evening so his organs could be used to save lives.

But it also meant that his grandfather had very little time to tell him goodbye for the last time. The thing was, the man had to get from L.A. to Tucson and then take a flight to Denver. Luckily his wife called Southwest and was able to arrange the last-minute flight after she explained the emergency situation.

He showed up at the airport for two hours before the flight, but it turned out to be not enough. Unfortunately, LAX was exceptionally crowded that day and man was held up by long lines. When he finally made it to the gate, he was 12 minutes late.

We all know how strict are airlines if comes to be punctual. Every second counts when you’re an airline, because hundreds of people rely on you and expect you to be on time. But what happens here was that the pilot refused to take off without having the man on board. #customer-service

The plane was supposed to take off at 11:50, it finally took off at 12:02. The man walked down the jet way to speak to the pilot and said that he cannot thank him enough for this. The pilot responded:

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.

It’s hard to overestimate the courage of this pilot. He could have lost his job! Luckily, it all turned good for him as the airline supported his decision and said that they were proud of him. A beautiful story with a happy ending!