04-04-2019
06:52 PM
On Monday, April 1, it had been a long day for me with our Southwest flight delayed a few times due to some technical issues. When we finally boarded, we kept our fingers crossed that everything would go smooth from that point on. I wanted to text my daughter on our latest status after I settled into my seat. To my horror, I couldn't find my phone. I had my husband called my number but we couldn't hear any ring from the bags we stored underneath the seats even after we moved to a seat. My hearing wasn't the best but usually my husband could hear pretty well. I started panicking and asked my husband to get the carry on suitcase stored overhead. My husband is handicapped and has balance problem. So trying to get the suitcase down was a little difficult. While he was trying to get the suitcase down, a passenger just kept pushing to get through, pushing him off balance. The suitcase hit his head and I tried to reach the suitcase to cushion the fall. But I am very petite and was standing next to the middle seat, it was hard for me to reach the suitcase. The suitcase bent one of my finger nails and I cried out in pain. It was at that point the rude passenger finally turned around and saw my husband falling and apologized. I didn't have time to see if my husband was badly hurt. My mind was on my missing cell phone (I know I got my priority reversed!) Everyone almost boarded. If it was left at the terminal, I wouldn't have time to go back to look for it. So I dashed out the plane and back to the terminal. I looked everywhere and couldn't find my phone. It was at that time that a lady working at the terminal asked what I was looking for so I told her. She, with couple other employees, had been trying to keep the delayed group entertained while we waited for our delayed flight. Both she and another (black) gentleman helped look for my phone but we couldn't find anything. The gentleman (I didn't catch his name) suggested the lady to call my cell phone. The lady, Britt Peterson, did. Right after she dialed my number, I went into the Ladies room to check if I might have left it there. I couldn't find anything there either. When I came back out she told me my phone was on board. I was so relieved! When I first went back to the terminal, I asked the gate agent if I was allowed to go back to search for my phone and she said no problem. But when I was trying to re-enter (no more boarding pass with me) she stopped me and asked for my information. I was surprised but appreciated that she was doing her job the way it should be. A little inconvenience for me but it's safe for all the passengers on board. Well trained! As soon as I reboarded (being the last one) the flight attendant at the door told me my phone was in the plane. Many people looked at me in a strange way. They probably worried that I would be the one delaying the flight further. I felt sort of embarassed but also relieved. Later my husband told me that the phone was at the bottom of my bag. Due to the background noise from the plane and the fact it was under layers of stuff, we couldn't hear it even though he called my phone twice. It was after I left the plane that he dumped everything out on a seat that he finally found it. Luckily that was also the time Britt called. I didn't get a chance to catch all the names of the helpful Southwest team (except Britt) for that evening. But I want to sincerely thank each and every one of them for their caring customer service attitude. Great job, Southwest!!
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