If you’re fed up with baggage fees, snacks fees, carry-on fees, more legroom fees, late arrivals, and airlines in general, read this story, which originally appeared at elliot.org

Front line Southwest Airlines personnel apparently have enough autonomy to do the “right thing,” as illustrated by the pilot in this story.  He held a WN plane for 12 minutes to allow the grandfather of a murdered three year old to make the flight, commenting to him,

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.

If you want to read a story that might help restore your faith in large companies, read this one.

Related:  FlyerTalk thread

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