Southwest Airlines

would like to bring my experience to your attention, hoping this will not happen to someone else. I apologize for the lengthy letter.

I haven’t flown in over 15 years, so you can imagine, I was a nervous wreck. My outgoing flight (one connection) went smoothly. Your attendants were courteous. My return flight, was a humiliating experience. Let me explain.

Raleigh with a connection in Nashville to Phoenix:

I got to the airport, checked in and notified the SW attendant that I was checking in one (1) bag and had two (2) carry-ons (purse & computer bag). When my check-in luggage was weighed, it was seven (7) pounds over. No problem. I told the SW attendant that I could leave a couple of things, but he responded with, “Let me see what we can do”. He opened my suitcase, with my permission, and took a bag of shoes (3 pairs) out that were packed. He said, “I think this will do it”. It was now 50lbs and that was great. I told him, “Let me go ahead and leave the bag with my daughter”, but he said, “Don’t worry about it, you can go ahead and take it with you on board”. Gave him a tip and went my merry way. I thought, “He was very helpful, that was nice of him”.

Went ahead and caught my flight, carried on my bags, no problem.

Now, unfortunately, this flight left late, so I was hoping I would make my connecting flight in Nashville to Phoenix.

Nashville connection to Phoenix:

Got there 10 minutes after my flight was scheduled, ran out and was hustling to the next gate. Just as I was reaching the gate, I saw a SW attendant at the gate at which time he was calling out my name, along with two others to come to the gate. I thought, “Wow, this is great, just made it!”

As I was nearing him, he said, “I bet you’re Maria”. I thought, this was odd…was it the color of my skin, my black hair or the sandals I was wearing that gave it away? I let this go because I thought, “well, maybe I would have assumed the same thing…. NOT!” Now, the next thing he said to me actually made my jaw drop…. It was, “SU BOLETO POR FAVOR”. I looked at him, took my ticket out and replied in good ole English, “here it is”. He gave no apology as to why he would not ask the question in English. Not sure why he assumed I didn’t speak English. Does he think Americans only come in “white”? I mean, I wasn’t flying to Mexico and if this were to be the case, would he have spoken to an “American” with blue eyes in Spanish?

Unfortunately, the humiliation saga continues……

I continued to board the plane, at which time the Flight attendant was at the entrance, and instead of welcoming me onto the plane, said very loudly, “Oh, You come with too much baggage”. I looked at her with confusion, and she continued to educate me that “You are allowed only two (2) bags to carry on. One is your purse and the other your laptop carrier”. I apologized and went on to explain to her what happened in Raleigh and that her fellow SW co-worker had instructed me to carry the bag of shoes (this bag was a Sears 12”x12” bag, not a large trash bag).

It seemed that my explanation feel on deaf ears, because she continued, very loudly to reiterate, “We only allow 2 carry-on bags, the FAA regulations only allows two bags, just for your information next time”. At this time I said, “Well, I think that your co-worker in Raleigh must be in need of additional training because he was the one who instructed me to carry on the bag and if you don’t mind, would you allow me to take my seat now?”

Mind you, she did this in front of all the passengers who were already waiting for us to depart. There were only three seats left, so this plane was full. Her manner was condescending and she did a great job of humiliating me. Had to take a middle seat and said a prayer before take-off.

While in flight, I took my laptop out and viewed a movie. When I finished, I put the laptop in the pouch in front of me. The passenger next to me did the same thing. A few minutes before landing the flight attendants were checking the aisles and passengers to make sure we were all secured in.

My luck, the attendant stops by my aisle and says to me, “Mam’, will you please take your laptop out of the pouch, we instruct our passenger not to do this because they stretch the pouch”. I said, “I’m sorry, I didn’t know”, and took it out immediately. Now mind you, I was in the middle seat, but for whatever reason she didn’t see that the passenger next to me also had a laptop in the pouch in front of his seat. This passenger had the aisle seat. She didn’t address him or make the same request she made to me. He left his laptop in the pouch until after we landed. Just in case you’re wondering…he was “American”.

At this point, I actually just smiled to myself and thought, “what the hell???!! Am I the wrong color or did I just get on a plane with a bunch of rude attendants? Honestly, I still don’t understand.

Now, I would like you to review the above and offer some kind of explanation:

I paid for the “early bird” which didn’t help me because the first flight was late. This was not in my control, so do you still keep the fee that was charged for this service?

Do you have a written policy where the attendants speak to a passenger according to the color of their skin? Their facial features? Or by the wear of dress? Is this a way they assume to identify what their race or nationality is?

Do you have a written policy where a Flight Attendant must stop you and speak to you in a condescending manner for approximately 5 minutes to educate you on FAA Regulations but then goes ahead and violates them herself by telling you to “go ahead”?

Do you have a written policy where a Flight Attendant can instruct a passenger to correct an issue, but will not address the passenger sitting directly next to her who is also in need of correcting the same issue?

As I first stated, I haven’t flown in over 15 years. I choose SW because I had heard of the great customer service, even though you are pricier than others. I truly wanted to fly on an airline that would treat me with courtesy and respect. Didn’t get it.

The treatment I received on my return flight erased the kindness you showed when offering me free peanuts.

Southwest Airlines Federal Credit Union, Member NCUA, Equal Housing Lender. – Copyright © 2010 – All rights reserved. Your savings federally insured to at

the email to donna.conover@wnco.com does not work

PLEASE don’t EVEN consider resigning your post, Chris! It can be so difficult for one person to get satisfaction from a company that has many resources!

BEWARE OF SWA RIPPING YOU OFF!!!!!! DUE TO AN INJURY I HAD TO CANCEL MY RETURN FLIGHT AND WAS TOLD BY THE PHONE REP WHO HANDLED MY CANCELLATION THAT I HAD A “YEAR” TO USE THIS CREDIT, BUT WHEN I TRIED TO USE THE CREDIT TODAY.. THOSE BASTARDS SURPRISED ME WITH THE NEWS THAT MY CREDIT “EXPIRED” NOT THE DAY I DID THE CANCELLATION AND WAS TOLD BY PHONE REP I HAD A YEAR BUT THAT IT ACTUALLY EXPIRED ON THE DATE I MADE THE TRAVEL RESERVATION MONTHS BEFORE MY TRAVEL DATES.  I FEEL I WAS LIED TO AND MISLED AND NOT PROVIDED CORRECT INFORMATION AND NOW THEY GET TO KEEP MY MONEY?  WHEN I CALLED THE CUSTOMER RELATIONS DEPT AND EXPLAINED MY ISSUE, INSTEAD OF HEARING ANY “GOOD CUSTOMER SERVICE”  AND A HELPFUL RESOLUTION TO MY ISSUE, I WAS TOLD (AND THIS ARE THE EXACT WORDS OF THIS SOUTHWEST EMPLOYEE) THAT THE MINUTE I MADE A RESERVATION ON SWA AND PAID WITH MY CREDIT CARD THAT AMOUNT/MONEY WAS THEIRS & SORRY YOU WERE GIVEN WRONG INFO, BUT THERE’S NOTHING WE (SWA) CAN DO ABOUT IT.
THIS IS A SCAM SOUTHWEST AIRLINES IS MAKING MONEY ON, THINK OF IT..  HOW MANY PASSENGERS THEY DO THIS TO AND GET AWAY WITH IT. THIS IS NOT RIGHT!!!!IF THIS HAS HAPPENED TO YOU, YOU MUST FIGHT THEM. WRITE TO:  JIM RUPPELVP of CUSTOMER RELATIONSP.O.BOX 3647DALLAS, TX 75237214) 932-0333I AM A VERY DISSATISFIED PASSENGER AND WILL TELL EVERYONE I COME IN CONTACT WITH HOW THEY RIPPED ME OFF AND ASK EVERYONE NOT TO USE SOUTHWEST AIRLINES. ***SOUTHWEST AIRLINES WILL RIP YOU OFF ***THEY WILL RIP YOU OFF***

I have been a very happy and satisfied customer of Southwest Airline for nearly 30 years. I fly Southwest Airline exclusively. NO other airline meets all my travel needs such as, but limited to ticket price, flight availability, in-flight service and comfort and on time departure and arrival, just to name a few.

However, May, 2010, after making reservations for travel in July to see my son, I had a medical emergency in that I had a tri-orbital retinal detachment requiring emergency surgery on my right eye. I have since had two additional surgeries and now have limited vision. At that time my sister, whose care I was in, immediately contacted Southwest Airlines and canceled my reservations as I would not be able to travel for several months. We were told by the customer service representative the tickets would expire 1 year from the original travel date. We asked specifically, to make sure we understood clearly, if that meant the tickets expired July 15, 2012, which was exactly one year from the original travel date. We were told “Yes, you must use the tickets before July 15, 2012.” We asked if there was a penalty or fee of any kind for canceling the reservations. We were told “NO.” Needless to say we were very pleased given what I was going through medically at that time.

Thursday, May 3, 2012 I attempted to make reservations to travel in July to see myfirst grandchild. However, it would not accept my request to use the unused ticket. I immediately contacted Southwest Airline customer service. I was told the tickets would expire May 12, 2012, one year from the original purchase date and not July 15, 2012. I explained that was not the information given to me originally. I was given another number to call. I called and was told to let the ticket expire and call back at which time I could get a 6 month extension but would have to pay a $75.00 fee. Needless to say I AM VERY DISAPPOINTED. I live on a fixed income due to my visual impairment. I know that to you, the CEO of a very profitable airline, $75.00 is nothing. But to me, it actually means the difference between seeing my first grandchild or not. My son is trying to find something for me using some kind of on-line place called cheap airline tickets or something like that. We hope to find something soon. I haven’t flown on the other airlines for the last 30 years and frankly I’m a bit apprehensive. I regret my long standing and loyal relationship with Southwest Airlines will end on such a sour note. Thank you for your time and service. Robin R. Richee

Dear Gary Kelly, Donna Conover and Jim Ruppel,
I would like to thoroughly express my concerns and frustrations regarding a recent flight I booked with AirTran Airways.  I recently made reservations for me and my family to fly from Orlando, Florida to Chicago, Illinois for my graduation ceremony from The Chicago School of Professional Psychology.  Since the time I have made the reservations my flight times have changed numerous times.  I am sure you can understand my frustrations with the company and this situation.  Even though the customer service representatives have been friendly every time I have called to express my concerns, this situation has absolutely infuriated me and this will be the last time that anyone in my family will fly with AirTran. 
During this short trip my family has made plans every day of our vacation, which now have to be cancelled or rearranged because once again my return flight has changed from 5:50 PM to 11:45 AM on Sunday, June 10th; which obviously cancels out any activity that we had planned for that day. 
In the time of social media (Facebook, Twitter, LinkedIn, etc) I will be sure to post a copy of my inbox to every social media account that I personally have, and make sure that this “issue” is read by all my followers.  In the future I would hope that AirTran would take more consideration for their passengers and understand that when flights are booked it is usually because there are plans that are made.  As I understand that sometimes changes have to be made, it is unprofessional and very inconsiderate to make numerous changes to a person’s schedule…absolutely unacceptable.
Respectfully,
Stephanie Ehrisman/Former AirTran Passenger        

I’ll be dealing with Southwest very shortly on their treatment of autistic passengers and the lack of “Luv” they provided me (a long time customer). Starting this process now…hope it doesn’t end in the dreaded executive carpet bomb…but I am nuclear equipped if it does….

The onsite customer service failed utterly failed me…as they were trying their best to sweep it under the carpet and justify the behavior. No, I won’t let this one go. I’ve let too many things “just go” and too many people get away with outright abuse.

My line in the sand is being drawn.

Dear Mr. Kelly et al.

I have a 272.00 credit on Airtran. Recently Southwest has taken over service of Des Moines. I have tried to use the credit from Airtran on a Southwest flight and was told that I can not apply it to a Southwest flight.

This makes no sense as I am unable to use Airtran due to the merger.

I think you should rethink this policy as it will alienated many fliers including me!

In what regard is this Southwests fault? How is it poor customer service that YOU, an adult, left your item in the seat back pocket? Did it occur to you that another passenger may have taken your glasses?

I’ve been on hundreds of flights on numerous carriers and the vast majority of them clean the seat back pockets at the end of the day, when the plane is parked for the night. The only thing they do to the seat back pockets between flights is ensure each seat has the appropriate magazines and safety cards.

“I am truly dismayed at the terrible customer service for items left on the plane”

Really? You’re and adult for crying out loud. Take responsibility for your own actions.

Who owned the item? You.
Who used the item on the plane? You.
Who put the item where it didn’t belong? You.
Who forgot the item on the plane? You.

I don’t see Southwest as the answer to any of the aforementioned questions, so the person you should be blaming is YOU.

While Southwest did ACQUIRE Airtran, they are operated as separate airlines. It’s not a policy decision at all, its simply two different airlines.

It’d be like trying to use a coupon for Pepsi to purchase Frito Lay chips. They’re owned by the same company, but are completely different businesses.

Hope this helps.

I am contacting you to share a very unpleasent experience my family had this morning. Flying from Chicago to Atlanta, our flight got cancelled and we had to wait for new flight arrangements to be made. Such cancellation can of course happen and as we travel often, we understand this. However, how we are treated when these events occur can make a huge difference in our satisfaction with the airline. One of your employees, Angelica Estrada, treated my family and many other fellow passengers very poorly and provided with incorrect information (repeatedly). It was not until the managers arrived that we and other passengers got the help we needed. She seem to get some level of satisfaction with the poor way she treated us (please contact me if you need further details, I would be very glad to provide them).

We believe Airtran and Southwest airlines are great companies to fly with and feel sad that such people represent your company so poorly.

Please let us know how you can handle this situation to improve customer service in the future.