@CareforNOLA Please see my response above. Thanks for the kind words!
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Thanks for the reply. Actually this was just a short one and half hour flight. The shuttle was a for-hire public shuttle bus service (with a set daily schedule) from the airport to the town where he goes to college. The flight was so late the last shuttle left. He would have spent the night in the airport had his roommate not volunteered to make the three hour round trip. SW did not offer to rebook any later flights although to be fair I'm sure they would have had he asked. He had classes the next morning he was trying to not to miss. The maintenance appeared to be an all day event - I have no insight into whether this was planned in advance or reactive to a problem. The previous flight arrived at the airport at 9:00am and the next flight was my son's at 7:15pm. At 6:00pm SW announced the delay of one to two hours. It eneded up being three. It appears the plane was at the airport all day and was moved to the gate about an hour before it finally took off. My real question here was around lack of compensation for the hassle. I've been in this situation before and airlines have handed out snacks at the gate, offered free drinks and/or movies on board, etc... Some sort of gesture is made to show your customers that you feel bad for creating a hardship to their day/lives. I appreciate maintenance needs to be done - and that should be the priority of course. Just very disappointed in the lack of customer empathy.
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09-04-2018
01:42 AM
My son's flight back to college today was delayed over three hours due to scheduled maintenance taking much longer then expected. His flight was so late he missed his last shuttle back to school. We are lucky his roommate was willing to take three hours out of his night to pick him up. When this has happened to me SW has at least offered free drinks and WiFi for the passengers as a gesture to smooth over the inconvenience. My son said all they did was offer an apology that it took longer then expected. No other attempt at making up for their maintenance schedule problems. Is this a new lack of customer service others are seeing?
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