My friend recently got stuck on the runway for 2 hours (yuck) due to severe weather. He knew that air traffic control made the call to ground planes and that it wasn’t Southwest’s fault; but still…2 hours is a long time in a crowded plane.
Check out how Southwest Airlines stepped up and made a raving fan out of a bad situation beyond their control:
[I love her title!]
Greetings from Southwest Airlines:
I’m sorry your flight was caught in the middle of the weather-related mess on April 17. Heavy rain reduced the visibility and limited the viable air traffic routes from . Subsequently, we were unable to provide you with timely service and we truly regret the interruption of your travel plans. Your patience while you waited is greatly appreciated.Houston
Though we may not be able to control Mother Nature or the rate in which Air Traffic Control releases flights, we do have some say in the way we show our appreciation of your valued patronage. In this regard, I am sending a LUV Voucher to every person traveling with you—I hope this gesture will be accepted as our acknowledgement of the overall frustrations created by this situation. You can be sure that we are looking forward to seeing you in the days ahead.
Melissa Chalupa, Proactive Customer Svc,
Customer Service... 
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