Becky,

Some great thoughts.

A two questions come to mind....

1.) Why didn't Saul get you and the girls transportation back to your correct gate?

2.) If one of our associates responded, "We don't have control over that" to a customer, they would be looking for another job. Like Saul, we have to contend with unions and govermental agencies everyday on the trade show floor. I hope our response is not the same.

I think you were trying to highlight how Saul was being a good representative of the Southwest brand.

My thoughts are the opposite.

John