Customer Response Letter

June 29, 2022

Dear Ms. Mary Jones,

Thank you for alerting us to your flight experience on June 1st 2022. We apologize for the behavior of the
staff on your flight to Fort Lauderdale. The wearing of masks as of April 18th, 2022 masks are no longer
required onboard Southwest Airlines, or in most airports, but certain cities, states, and countries may
still require masks. However given that your flight was to Fort Lauderdale Florida our staff should have
been aware of this policy change.

We encourage our customers to choose what is right for the well-being of their family and themselves.
We at Southwest will also do our part in ensuring the health and well-being of our staff and customers
by continuing our sophisticated sanitation protocols.

Southwest Airlines runs one of the most renowned airlines in the world and provides unmatched value
and hospitality to our customers in 121 airports worldwide. We sincerely appreciate your patronage
and as a token of our appreciation we will offer you a $50 credit on your next purchase with Southwest
Airline. Please call our customer service to start the travel credit process at 1 (800) 435-9792 with
confirmation #098798.

We look forward to seeing you again on your next adventure.

Kind Regards,

Proactive Customer Communications

Southwest Airlines
2432 Wyman Street
Dallas, TX 75235

Customer Response Tweet

Hi Mary,

We’re sorry to hear about your flight experience. We totally get your frustration as we no longer require
masks on our flights as of April 18th, 2022. Feel free to reach out to our team on our "contact us" page
on www.Southwest.com so that we may learn more about your experience.
MEMO to Supervisor

TO: Emily Howell Warner

FROM: Jimmy Goldman
DATE: June 29, 2022
SUBJECT: Customer Complaint Regarding Mask Enforcement on CT-FL Flight

Hi Emily,

On June 1st, 2022, we received a complaint from Ms. Mary Jones indicating that our CT-FL flight staff
were still enforcing mask mandates during Memorial Day Weekend though we had changed our policy
on April 18th, 2022. I responded sympathetically to the customer and informed her of our policy change
and current sanitation protocols. I offered a $50 dollar credit as it falls in line with our customer policy.

Perhaps we should notify the flight staff department about this incident and reiterate our policy changes
to avoid any future incidents and improve our customer service.

Regards,

Jimmy Goldman