A loyal SouthWest Airlines passenger was upset that a bag had been ruined on a flight. The agent wasn’t tremendously helpful, so he posted this very clever message: http://dearswa.com/
While it was unfortunate that the SouthWest Employee either didn’t have the authority the will or the skill to fix it in the first place, the airline gets top marks for their recovery. A brilliant example of the service recovery paradox and The Science of WOW in action! Customer service does make a difference.