3happydancers
DIS Veteran
- Joined
- Apr 4, 2008
- Messages
- 1,807
For those interested, I did a bit of research and mad a few phone calls. Here is what I learned;
1. When calling the SWA 800 number a choice is given to inquire about policies. I did so and was connected with a representative. Specifically I asked about EBCI and seat saving. My question was: Is it ok to purchase 1 EBCI, board the plane and then save as many seats as I want for others who did not purchase EBCI? The rep's response was: Yes, EBCI is only for the privilege of being checked in at 36 hours. I told her I thought purchasing EBCI was meant to give paying customers the opportunity to choose their seats BEFORE regular boarding passengers. She said that SWA has open seating and EBCI does not guarantee seats and that they do NOT have a policy about saving seats. OK, thank you. She refers me to SWA Customer Service and suggested I call them. So I did.
2. As per SWA Customer Service, if you purchase 1 EBCI, you are allowed 1 seat. If 2 are purchased, you are allowed 2 seats and so on. Seat saving is NOT allowed when it comes to EBCI. I explained that because SWA does not have a written policy, this poses a problem. I also explained that their rep's at the 800 number outwardly tell customers that it is OK to purchase 1 or 2 EBCI's and commence to saving as many seats as they want for those who DID NOT. I also explained how Flight Attendance will not address these problems for the most part because SWA does not have a written policy. I further explained the problems this is causing NOT have a policy in place. Then I asked why I should bother paying for 5 family members and 122.50 later for EBCI when I could just purchase 1 and save all these seats and maybe I should ask for a refund.
The representative was very nice. When I finished speaking, she reiterated that this should NOT be happening and seat saving is NOT allowed when it comes to EBCI. I explained that all of SWA must be on the same page when it comes to giving out policy information verbally and suggested that SWA implement a written policy so that all passengers know the proper rules. She said that this matter would be addressed (don't know how or what will come of it).
There you have it. If you are interested in following up on your own, the phone number to Customer Relations is: 214-932-0333.
1. When calling the SWA 800 number a choice is given to inquire about policies. I did so and was connected with a representative. Specifically I asked about EBCI and seat saving. My question was: Is it ok to purchase 1 EBCI, board the plane and then save as many seats as I want for others who did not purchase EBCI? The rep's response was: Yes, EBCI is only for the privilege of being checked in at 36 hours. I told her I thought purchasing EBCI was meant to give paying customers the opportunity to choose their seats BEFORE regular boarding passengers. She said that SWA has open seating and EBCI does not guarantee seats and that they do NOT have a policy about saving seats. OK, thank you. She refers me to SWA Customer Service and suggested I call them. So I did.
2. As per SWA Customer Service, if you purchase 1 EBCI, you are allowed 1 seat. If 2 are purchased, you are allowed 2 seats and so on. Seat saving is NOT allowed when it comes to EBCI. I explained that because SWA does not have a written policy, this poses a problem. I also explained that their rep's at the 800 number outwardly tell customers that it is OK to purchase 1 or 2 EBCI's and commence to saving as many seats as they want for those who DID NOT. I also explained how Flight Attendance will not address these problems for the most part because SWA does not have a written policy. I further explained the problems this is causing NOT have a policy in place. Then I asked why I should bother paying for 5 family members and 122.50 later for EBCI when I could just purchase 1 and save all these seats and maybe I should ask for a refund.
The representative was very nice. When I finished speaking, she reiterated that this should NOT be happening and seat saving is NOT allowed when it comes to EBCI. I explained that all of SWA must be on the same page when it comes to giving out policy information verbally and suggested that SWA implement a written policy so that all passengers know the proper rules. She said that this matter would be addressed (don't know how or what will come of it).
There you have it. If you are interested in following up on your own, the phone number to Customer Relations is: 214-932-0333.
