06-08-2018
01:31 AM
1 Love
I’m a frequent SW A-list loyalist, on a recent return business flight I left a family heirloom in my seat. The flight attendants confirmed it was turned over to the baggage office. I filled out a report feeling relieved that my item would soon be matched with my report, because I had confirmation that the item was identified and “turned in”. I’ve followed the only customer path available and a week later, nothing still. It’s a very helpless feeling when one transitions from the position of a valued customer to the bottom of the priority list, de-valued, lost in a broken corporate process with no hope. I even retuened to the baggage office in-person only to be told that items are turned over to a 3rd party warehouse daily, and even SW staff said there is no way to get into contact with the 3rd party and no one knows where The items go. I started to tear up. I don’t know where to turn, this is my first and only disappointment with Southwest Airlines. At this point maybe my only take-away is a lesson I can learn as I am a marketing professional.....in that...as a company you can get almost everything right and be successful but if you skip over the things that seem small but actually are of highest value, you’ll lose trust and lose your most loyal customers....over one process oversight. Something so preventable. Signed, disheartened A-List’er : (
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