ML20235P646
| ML20235P646 | |
| Person / Time | |
|---|---|
| Issue date: | 01/05/1987 |
| From: | Martin R NRC OFFICE OF INSPECTION & ENFORCEMENT (IE REGION IV) |
| To: | Kelleher H SOUTHWEST AIRLINES |
| Shared Package | |
| ML20235P518 | List: |
| References | |
| FOIA-87-366 NUDOCS 8707200566 | |
| Download: ML20235P646 (1) | |
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Herbert Kelleher President and CEO Southwest Airlines Box 37611 Dallas, Texas 75235
Dear Mr. Kelleher:
At the outset, let me tell you that this letter is to commend rather than criticize a member of your staff.
l My staff, as well as I, regularly use your airline as a contract carrier for i
official travel. Moreover, as a parent of Southwest employees (a son in l
flight operations and a daughter-in-law as a flight attendant) my wife and 1 I
have been able to enjoy your generous parent pass privileges.
)
During just such an occasion, we were rett ning to Dallas from 1.os Angeles on January 3 on flight 948. At the intermediate stop at Phoenix, we, along with three or four other standby passengers, were asked to leave the aircraft to J
make room for a full flight of reserved passengers. The arrangements to 1
provide for the " bumped" passengers was handled by a gate attendant named q
" Polly" whose last name I failed to obtain.
j One of the " bumped" passengers, a man from the Middle East, but with competent f
English skills, was attempting to be very troublesome about his circumstances, for which he was trying to blame Southwest.
I wanted to let you know that Polly handled herself, and represented your ccmpany in an outstanding manner.
While we have become accustomed to excellent service from ground and flight staffs who always have displayed consistent good humor and a superior work j
ethic for service, I felt this occasion was particularly noteworthy.
i j
While I do not have the means to contact this young lady myself to convey my well wishes, I have no doubt you have the appropriate resources to do so.
Again, we thank you for the fine service you provide in general, and for the quality of the " Polly's" of Southwest.
Sincerely, ca:w%L i
ROBERT D. WI.M Robert D. Martin Regional Administrator RIV:RA RDMartin:je 1/5/87 h
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