a SWA story

[LSchrow]

a not-so-happy-happy/joy-joy story with an amazing ending:

23yo DD & self had a very poor experience with SWA in june (flights cancelled...understandable, weather & traffic probs do occur , but without going into too much detail, some truly horrific treatment of the passengers ). soooo, i wrote an extremelly detailed letter (it pays to keep notes when you're bored lol), with dates, times, names, gate & flight #'s, etc. ~ so verification would be easier.

i received a response yesterday....it was personalized & addressed the points directly (the "points" had obviously been researched & verified), considered suggestions made, & included a copy of the commendation given to a SWA emp that had been most helpful & that i had included well-deserved praise for........

they also apologized profusely, & included steps the co is going to take to prevent recurrance.
and yes, they did include compensation (extremelly generous lol) for the ordeal.

i am just so impressed with the way they addressed the situation ~ excellent customer service!

 

[robinb]

Great! I'm glad that they took your concerns seriously. I'm curious, did you ask for compensation?

 

[LSchrow]

Great! I'm glad that they took your concerns seriously. I'm curious, did you ask for compensation?

yes....tho i felt a bit uncomfortable doing so (fyi, more than one SWA emp told me that i certainly deserved compensation after what happened).
BUT the amount was a LOT more than i expected (i assumed that i would only be reimbursed for the flight, but they went waaay above & beyond. i'm going to call their CS today just to thank them for taking my concerns seriously, as well as for taking measures to ensure that sort of thing doesn't happen again).
i'm just sooo amazed......

 

[I'mNoPrince]

This is another reason I fly SW even if you get a gate agent thats having a bad day or Just doesn't want to be at work the Company will take complaints to heart.

I also try to keep a cool head and take notes. We had a flight canceled once but it was 15 of us with most under the age of 16. They were going to just leave us stranded in Texas (flight from orlando or New Oleans don't remember to Baltimore) .

I understood the gate agent could do nothing for us but we did get a supervisor on the phone and they offered the next morning early flight (gate agent only get us late that next night), Night stay 5 to a room (we did they same on our trip so no big deal ) , toileties kit and transfer back and forth.

It was one of the kids parents that went up the chain of comand from home but we could have done it from the airport. A FA suggested going this route and gave us a number to call so we passed it along and waited.

The funny thing is most of the kids just wanted to stay at the airport and sleep there.

 

[nhrenee]

Thanks for posting your "happy ending".

 

[LSchrow]

This is another reason I fly SW even if you get a gate agent thats having a bad day or Just doesn't want to be at work the Company will take complaints to heart.

yup, it's nice to see there are still companies that care (fyi: we were stranded in MCO for over 24 hours......they refused to help find rooms, let alone pay for them . reprimanded the passengers for talking to one another , when asked for help finding another flight, were told, "that's not our problem". ).
now you understand why i was so impressed......it was a total turnaround from what we experienced that night/day.