The wind beneath Southwest Airlines’ wings

Three cheers for Colleen Odell and Clarize Angat

Three cheers for Colleen Odell and Clarize Angat

After checking my bag for free, I was ready to strip down to my socks and get ready for some unwanted attention from TSA agents.  They must have sensed my nerves were a little frayed because they sent me through the full-body scan..thanks.

Feeling vulnerable and violated, a common feeling for me after going through the screening process, I was ready to shadow some Southwest employees and get a better feel for what they do.

It’s amazing how the energy of another person can lift your spirits.  Especially if that person works in customer service.  Enter, Colleen Odell and Clarize Angat.  Two California transplants that actually think Atlanta is the friendliest city they have ever visited. Shh, let’s not tell them just yet.  Good thing, because Southwest has gone through a considerable amount of trouble and hoopla to call Atlanta a hub home.

Working in customer service is not for whoosies and these two gals could pull a smile out of even Victoria (Posh) Beckham. I can’t speak for the other airlines but Southwest’s Customer Service Agents have to deal with lost..I mean delayed luggage, and the gate and ticket counter.  After sharing a few battlefield stories, I was laughing soo hard that I had forgotten that the TSA got an image of me in my birthday suit, and confiscated an unfinished bottle of water.  Thanks ladies!

27 comments Add your comment

[...] to the speedy self check-in process at the Southwest Airlines counter, I was (quickly) on my way to go through the security line. But this TSA experience would differ [...]

[...] to the speedy self check-in process at the Southwest Airlines counter, I was (quickly) on my way to go through the security line. But this TSA experience would differ [...]

Gina

February 13th, 2012
5:02 pm

@Dave. Do you not know the difference between a Blogger opinion piece and a news article?

Gina

February 13th, 2012
12:48 pm

Thanks for posting your first hand experience of Southwest Airlines. I will be booking many flights this year for my family of five, including three young children. Although price is a huge factor, customer service is equally as important to me. Travelling long distances with a 4, 5 and 6 year old can certainly be quite a challenge. Experiences with happy, positive customer service reps can make all the difference in the world. Please keep these posts coming.

Dave

February 12th, 2012
8:19 pm

Susan, I’ve got a great idea, have the same people that posted today, ride on Delta next week and give descriptions of their experience and then do AirTran the next week (the AJC did pay for the flights today, didn’t it?). I will expect, of course, candor. They don’t have to downgrade either for no balloons or pancakes, they should though discuss the relative benefits of first and business class and not having to go through cattle call boarding. Then you guys can do an in depth day at Wendy’s and another at McDonald’s.

Bill Fisher

February 12th, 2012
8:17 pm

Pretty sad commentary on the state of air travel in the US when some positive attitude from airlines employees is needed to overcome the abusive treatment that passengers receive from TSA.

Nice that the traveler found a few good airline workers but sadly most are as hostile as the misfits that TSA employs to harass people.

Jason M.

February 12th, 2012
6:47 pm

Angela Walker, 1st of all thank you for the blog post. Could post a follow up on any comparisons to other Atlanta Hub Based airlines?