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On Apr. 28, 2008, Christofer Hoff flew Southwest Airlines (LUV) from New Hampshire to Philadelphia and had a very trying experience. His flight was delayed two hours, and then his luggage went missing. While waiting around, he had plenty of time to tweet his displeasure. Much to his surprise, Southwest responded the next morning with the following message: “Sorry to hear about your flight –- weather was terrible in the NE. Hope you give us a 2nd chance to prove that Southwest = Awesomeness.” Hoff later recounted the whole experience in a blog post. Southwest even followed up to make sure his flight home was a better experience.

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