Good customer service makes a big difference…especially for those struggling with major health problems. Here’s what happened when 46-year old Stacy Hurt flew from Nashville to Pittsburgh on Southwest Airlines for a chemotherapy appointment the following morning…and her luggage initially didn’t make it.
The luggage contained medications to help Hurt deal with the side effects of chemotherapy, which she’s receiving for Stage IV colon cancer, as well as emotionally comforting items. Hurt then called Southwest Airlines’ customer service in a panic and reached Sarah Rowan, a Southwest Airlines customer service agent at Pittsburgh International Airport. The following segment from CBS Pittsburgh shows what happened next:
As you can see, Rowan persisted in locating the missing luggage. When the luggage finally arrived after 1:30 am when the last courier had left for the day, Rowan herself drove 25 minutes from the airport to reach Hurt’s home at 3:30 a.m and left the luggage along with a crumpled piece of tissue with the following message:
Sorry for the delay getting your bag to you! Myself and my Southwest are thinking of you and wishing all the best. Kick that cancer’s BUTT!
With LUV from Sarah from PIT.”
Here’s one situation where writing the word “butt” in ALL CAPS is…