Southwest Airlines Community

@Estebanjr61 wrote: On March 21, 2024 I was flying from MCO to Philadelphia with my grandson Noah, whose 8th years old to have a surgery from his hips and knees at Shriners Hospital in order to stand him and start therapies so he can walk. Upon arrived from SJU we moved to the gate 121 and wait in there for some time before our flight. Later this lady in the Southwest Uniform and with a kind and warm heart approach my grandson and on her knees she start asking where his going, his name and after he answers the questions, she ask me and I explained the reason of our trip. Just before she start the boarding process, She grab the microphone to announced the boarding and she just said the purposed of my grandsons trip, and she start expressing some amazing, beautiful and touch words that we all got stone. Her name is Shali Lopez from Southwest in Orlando (MCO). Shali, we don't have the words to say how THANKFUL, and GREAT we felt with your sweet words were heart touching. Those words and Your heart is one that shows the passion for your job, customers and more important You Truly represents the Hights Standards and Core Values of Southwest. If you're reading this message and have Instagram you can watch the video under (Shalilopez78) in Instagram recorded on March 21, 2024. Shali, THANKS so much for your truly care, make us feel like family and just let know that some passengers recorded the video and now we just expand our family with new friends who are praying for his recovery, which by the way the surgery went as it was plan and his now in therapy and making great progress on his standing and walking. Also the Captain and Crew were wishing all the best on his surgery. THANKS SO MUCH SHALI LOPEZ FOR YOUR CARE, and GREAT CUSTOMER SERVICE EXPERIENCE that demonstrate your passion to GO ABOVE AND BEYOND with your CUSTOMERS. Here's a photo when Shali was making the announcement.   Blessings,   Esteban Sanchez and Noah A. Rivera.     Great follow up story and glad to hear Noah is doing well. The Instagram account appears to be private but thanks for sharing this experience to the community anyway. These are tremendous stories to hear. If you haven't done so yet, be sure to send this follow-up compliment to Southwest Customer Service in conjunction with your original story 😎   https://support.southwest.com/helpcenter/s/email-us Click on "Compliment", "Customer Service"     ... View more

@Estebanjr61 wrote: On March 21, 2024 I was traveling from SJU to Philadelphia with my grandson for a surgery on his hips and knees at Shriner's Hospital. Upon arrived at the Southwest counter the Employee Manuel Maldonado jump and without questions he started to assist us with our bags and the rest of our luggage. Mr. Maldonado not only assist us with our bags but he also assist with the wheel chair, he provide the boarding pass with a pre-board to make sure our grandson will be one's of the first inside the plane and the wheel chair was manage by the ground personnel, he also instruct his fellow partner who was the one to work the flight to assist us on the particular needs we had. I can say that all instructions given by Mr. Maldonado they all were follow to the dot and the experience was a smooth one. Mr. Maldonado did not know anything about the surgery or the reasons of our flight but his sense of helping others became an experience not to forgot. Mr. Maldonado is a True Employee who value his customers, is focus in Customer Service and employees like Mr. Maldonado carry the Southwest Core Values to the Top. Thanks Mr. Maldonado for the experience and the well care in all details to ensure everything was cover as it was with no missing details until we complete our trip to Philadelphia. A JOB WELL DONE. Great to hear travel stories like these on this board! LUV it!   As @dfwskier suggested, forward a copy of your compliment directly to SW customer service so that it can be processed and Manuel can receive is due praise.  https://support.southwest.com/helpcenter/s/email-us Click on "Compliment", "Customer Service"   Prayers for your grandson! ... View more