WOWEDSighting: "Jane Doe" - Southwest Airlines"I have never felt so taken care of. I truly felt that this woman was my angel. I try to only fly Southwest now because they never fail me in their customer service and other airlines never fail me in not providing it."

Keziah Aaliyah WOWEDSighting: "Jane Doe" Southwest Airlines
Date of Sighting: circa 2007; Date of Submittal: 2/1/2011

WOWEDSighting Recipient, Keziah Aaliyah, Testimony: 

"Have you ever just had one of those days? Mine happened about 4 years ago and I still talk about it. I am a single mother and my daughter had just turned 2. We were flying to see my family for the Thanksgiving holiday in Utah, just after a... rough divorce. I left thinking I had just enough time to make it. On my way I noticed we were almost out of gas and needed to stop. Then traffic was horrible and the worst happened, my car got a flat. I landed out getting to the ticket counter 45 minutes before the flight was supposed to leave.

This was when I was informed that we would not make it because of the 2 hour wait through the security line. The ticket agent said she was sorry and offered my little girl a piece of candy. When my daughter only took one, she said she could have another and my daughter replied 'no thank you.' The ticket agent looked at us both and said 'Wait a minute!' She called the plane and told them to wait for us. Then she literally jumped over the baggage counter and ran holding my hand. She said, 'This seems like an emergency to me. You guys need to see your family.' She rushed us through the pilot line and talked to the security guard who scanned us quickly and said good luck. The plane did wait and we were the last ones on. I have never felt so taken care of. I truly felt that this woman was my angel. I try to only fly Southwest now because they never fail me in their customer service and other airlines never fail me in not providing it." 

No surprise here.  Southwest is clearly in the "interaction" business.  They realize that delivering the WOWEDFactor (humanizing, engaging or connecting customer service experiences) is a significant means by which they distinguish themselves from other airlines.  The result: more "transactions."  Thanks, Keziah, for sharing your WOWEDSighting.

Firestone
firestone@wowedamerica.com
314-863-4000