In fact, she wrote so many letters that she became known as "Pen Pal" in the company.
She complaint there was no first class. She asked why no meal was served. She wanted to have assigned seats. Every letter is a complaint about her dissatisfaction with the airline services.
Being a customer-oriented company, the airline did their best to addressed her feedback.
Unfortunately, nothing they said or did would satisfy this customer.
As usual, after her latest flight on Southwest, she sent in a letter giving a whole long list of her displeasure, which stumped the customer relations staff. The letter was sent to Herb Kelleher's desk with a note: "This one's yours."
Instead of pacifying this offended passenger with free drink coupons or a gift, Herb wrote the woman back a four-word message.