A Real-Life Lesson in Customer Service


My preferred airline is Southwest, for several reasons. The biggest reason was re-affirmed for me today.

I had just gotten off my flight back from Denver and was waiting for my bag at baggage claim. After waiting about 15 minutes, I hear them announce my name on the loud speaker, asking me to report to the baggage service office.

As I walk in, I assume they’re about to tell me my bag is still in Denver and will be delivered later today.

Not the case.

When I walk in, the guy comes from behind the counter as says, “Mr. Barrie, we are really sorry, but your bag was very badly damaged during your trip. We deeply apologize for this. We aren’t sure how it happened, but we hope we can make it up to you by replacing your bag with one just like it. Again, we really apologize for the inconvenience.”

Understanding that things happen, I say, “Okay, no problem. I understand things happen. So how do you want to go about reimbursing me for the bag?”

He replies back, “We’ve got a brand new one for you right here. Will this work?”

He reaches from behind the counter and hands me a bag, exactly like the one that was destroyed, still in the wrapper.

I was speechless.

That level of customer service is why I love Southwest Airlines.


Bret Barrie was a Hall-of-Fame and Presidents’ Club-winning sales rep and is a top-producing sales leader in the medical device industry. He is also the author of The Selling Edge: How to Reach the Top in any Sales Industry. A baseball enthusiast and fitness junkie, he is happily married with three children and lives in the greater Sacramento area. For more information, visit bretbarrie.com.

About Bret Barrie

Husband & Father | Sales & Leadership Expert | Baseball Enthusiast
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