Holiday travel

We arrived in Arlington, Virginia around noon on Christmas after what just might have been the easiest flight we've ever taken with Z. And this trip involved two kids. Two sick kids, at that.

First of all, a comment on Southwest's new boarding policy: I've read a lot of complaints about how folks miss Southwest's old "parents of young children board first" policy. Now families with A passes board with the A group and parents holding B or C group passes board after group A but before group B. Having printed out our boarding passes about 20 hours before take-off, we were at the tail end of group A, positions 52, 53 and 54 to be exact. And Southwest's new boarding policy is very exact. They lined up group A by position number (with the aid of some marked posts) and everyone boarded in the order they'd printed out their boarding passes. It seems a little anal-retentive, but I don't miss the old Southwest pre-board hustle and jostle for position. I sat with Z and Baby A (we were able to squeeze on her car seat even though the flight was nearly sold out) and Josh positioned himself across the aisle from us. While the baby was napping and Z was watching a video I even read 30 or 40 pages worth of a book!

Since arriving in Arlington, we've seen friends, family (including Josh's 96-year-old grandfather) and sorta-friends/family. What am I supposed to call my mom's boyfriend's grown children anyway? I've pigged out on Thankgiving-type food from my Mom's kitchen, which has enough food in the pantry to see a family of five through a nuclear winter and more open condiments in the fridge than your average Fuddrucker's. And tonight we picked up enormous burgers and fries from Five Guys.

I mentioned that the girls are sick. Z's getting over a run-of-the-mill cold, but it's hit Baby A with a vengeance. She's got watery, gummy eyes and terrible nasal congestion. Watching her try to nurse I think she'd have better luck holding her nose and drinking from a fire hose. I have to give the kid credit, though. In spite of her condition, she's been napping well and smiling at all of her admirers.

Southwest Airlines: I think I'm in LUV

Apparently customer service is not dead, even in the much maligned airline industry. Quite the opposite. You see, on June 18th, Southwest Airlines took a poor customer experience, one which was due to a situation out of their control, and made the best of it. A thunderstorm threatened the Chicago area and air traffic controllers put a stop to all north and westbound flights, including our Chicago to Omaha route. We boarded our plane at 3:15pm for a 3:30 flight, but we ended up sitting on the tarmac for a full three hours.

Now a three hour delay for an 80 minute flight is exceptional, and since I was 36 weeks pregnant and traveling with a 2 1/2 year old to a funeral, it wasn't fun either. But my husband and I appreciated the crew's attitude. Every 15-20 minutes, the pilot would update the passengers on the situation and give us a revised estimate of when he thought we might take off. The flight attendants handed out water, peanuts and pretzels and did their best to entertain the unaccompanied minors across the aisle.

But while the behavior of Southwest employees on 2081 kept me from swearing off flying the discount airline ever again, the letter we received from Southwest has forever cemented my loyalty to the company. You see, they sent us unsolicited apologies along with a $75 travel voucher for each traveler.

Here's an excerpt from the letter, which was dated just three days after the flight:

"[W]e truly regret you had this unfortunate experience, and we would like to have another opportunity to provide you with better memories of Southwest Airlines. In this spirit, I have enclosed a LUV Voucher that we invite you to apply toward the purchase of a future reservation with us. Of course, this goodwill gesture may not offset the total amount of each person's inconvenience, but I hope it will be accepted as our acknowledgement of the frustrations created by this situation."

Did every passenger get this treatment or did we qualify because we're Rapid Rewards members who purchased full price tickets (the only fares available on one day's notice)? I don't know, but I hope we aren't the only ones feeling the love.

And there you have it. Thanks to Southwest's unexpected, authentic gesture, I'm spreading positive word-of-mouth for a company that I could just have easily been complaining about.