Rain or Shine, Hospitality is Top of Mind

By Hospitality Operations Support Sr Specialist Alex Salvatici

It was a stormy day in Maui. The kind of day that can cause even the most confident traveler’s heart to race. Joey and his family were flying to San Jose, Calif., and while he typically looked forward to any opportunity to be on a plane, he couldn’t help but become nervous as he watched the rain pour. His mother tried her best to reassure him, but even she had trouble keeping her nerves calm as they boarded the plane. First Officer Brian Murphy was standing in the jetway greeting Customers as they entered the aircraft when he noticed Joey holding back tears. As Brian went to give Joey a fist bump, his mother asked him to give her son a small, kind reminder that planes are safe in the rain. She never expected the Next Level Hospitality that Joey received.

“I explained to Joey that the rain helped us wash our aircraft, so they’re nice and shiny. Then I explained that the wind helped us dry off the plane after it was all clean,” said Brian. “We even talked about how the wind swirls around, a little like the waves in the ocean, and while that might make it feel a little bumpy, it would be okay because it helps our planes stay clean.”

Brian invited Joey to the flight deck to see all the familiar things similar to the inside of a car. He walked him to his aisle seat and shared that the rain would stop as soon as they flew away from the storm. During his welcome briefing, Brian gave Joey a shout-out, which made him feel like the coolest kid in the world. While inflight, Brian even checked on Joey again to see how he was doing.

Upon landing, the Flight Crew welcomed Joey back to the flight deck to take pictures. Brian also presented Joey with a set of Southwest wings and a certificate of bravery! “Joey was a rock star; he leaned forward through his fears and made it through our bumpy but safe and successful flight! Maybe we’ll see him again someday soon, flying a plane of his own as the pilot,” said Brian. This act of Hospitality created an unforgettable experience for Joey’s family. “Truthfully, it helped me as well. It was a scary flight!,” said Joey’s mom. She signed her note to Brian, “Always a Customer,” proving that providing Next Level Hospitality wins our Customer’s hearts. “Customer interaction is an important ingredient to our success as it plays a role in our recruiting, advertising, and humanity,” said Brian.