Joseph Lee –SUPERSTAR / DOA

Joseph Lee met a stranded passenger at the Domestic Terminal. The passenger was unable to board her international flight due to losing her passport and other forms of identification. Joseph purchased a plane ticket to reunite her with her family in Florida where they could assist her further. He spent roughly $350 on the ticket out of his pocket, and I believe he should be acknowledged for his actions. Joseph consistently goes above and beyond and this is another example of his dedication to customer service.

These precious girls found me lost in the airport while I was having a nervous breakdown over missing a flight. They took me under their wings and helped me locate a hotel. This was on New Year’s Eve, and the hotel inventory was growing smaller by the minute. Their care and concern helped me to calm down and their kind counsel gave me the clarity I needed to move forward. They then escorted me to the shuttle area and made sure that I was taken care of from there. As I was leaving, I handed Khadirah my business card and gave her permission to call me anytime. She called me first thing the following morning to check on my well-being. I will be grateful to these sisters who went well above and beyond anything anyone would ever expect. Many thanks, sisters!

John Thornton-HSS

John was working in the international departure terminal. I met him while waiting to board our flight to Athens on October 22nd. The issue was: I needed to mail my brother-in-law’s birthday card and thought there would be a mail drop in the sterile area. I asked John, who told me that it was not readily accessible from that terminal’s sterile area. He offered to mail the card for me on his way home; an offer I was glad to accept. He e-mailed my two days later, complete with a photo of him dropping the card into a mailbox. That was so appreciated!!

Rico Mathis–Prospect

My 75yo, wheelchair bound father traveled from ATL to CLE on Southwest Airlines on 11/26/22 (flight2505 departing at 8:05 am) We dropped him at the departure doors at about 05:30 am and having him seated in a wheelchair, he was advised that they were taking people first come, first served. He sat and waited. Then he was advised at one point that he’d need to push his own wheelchair to the gate (which apparently this was a logical request to wheelchair bound passengers) and when he could not, he was left to sit longer. Mind you, we dropped him off MORE THAN 2 HOURS before his scheduled flight, anticipating he’d have no problem getting to his gate promptly. Finally, Mr. Rico Mathis noticed my dad and another elderly, wheelchair bound passenger still waiting and took it upon himself to wheel BOTH passengers throughout your airport to make it to their respective gates in time to board their fights. I believe, based on the photo of his badge that my dad took, that Mr. Mathis may actually be one of your airport employees and not a Southwest staff member. My family and I greatly appreciate the care and assistance Mr. Mathis showed my dad and the care he took in ensuring he wouldn’t miss his flight. He is an asset to your airport and deserves to be recognized for taking initiative and going above and beyond to help your passengers. Please let him know that he was a bright spot in what was otherwise a terrible travel experience.