The Boss Who Sneaked Onto a Plane

southwestOn Sunday evening I was on the first of two flights that would take me home to Pittsburgh from a multi-day training event in Austin, Texas. As I do most of the time, I was flying Southwest Airlines.

Shortly after takeoff a man in a Southwest dress shirt stood and asked for our attention. He introduced himself as Sam, the regional head of flight attendants. Sam shared that he wanted to take a moment to recognize Brian who was currently serving our flight. From his pocket, Sam pulled out and read a letter, sent in by a passenger, describing the way Brian had helped her with her fussy infant on a recent flight. After reading the letter, Sam told us he had secretly “snuck onto the flight” to surprise Brian with this public display of appreciation, because “we get compliments about Brian all the time and are lucky to have him with us at Southwest.” At Sam’s request, the whole cabin gave Brian a rousing ovation. While Brian, blushing and trying to get smaller, shook his boss’s hand, his fellow flight attendants cheered him on with affection and respect. And moments later, when few were still watching, I saw Sam look into Brian’s eyes and say, with deep and sincere appreciation, “Thank you…for all that you do.” Continue reading