Legacy.com strives to provide better service than our customers and clients expect. And we’re always pleased to read stories about other companies who do the same. One such story recently caught our attention.
On January 6th, Nancy and Mark Dickinson received the devastating news that their 2-year-old grandson suffered severe, life-threatening injuries after his mother’s boyfriend allegedly threw him across the room. Mark was out of town on a business trip, and immediately booked a ticket on Southwest to fly to Denver to be with his daughter and grandson. He arrived at LAX 2 hours before his flight was set to depart, but got caught in extremely long security lines. He pleaded for assistance, but none was to be found. His wife called Southwest to explain the situation. And that’s when things started to go right.
Mark arrived at his gate after the flight was scheduled to depart, and found the pilot had held the plane to wait for him. And Mark was able to make it to Denver before his grandson passed away.
We tip our hat to Southwest for going above and beyond to care for this grieving grandfather. To learn more about this wonderful act of customer service, and to read the pilot’s kind words, see this article from the Denver Post.