03-10-2019
06:44 PM
I have been an A list preferred customer and huge supporter of SWA for 35 years. I think Herb was a genius and the only CEO in the industry that truly understood customer service and how important it is to the long term health of any business. He had the unique ability to hire competent and friendly employees at all levels and empower them to make good decisions for the Company and the customers. I am sad to say that in the last two months, things seem to have changed dramatically for the worse. Canceled or delayed flights with no good explanation, unfriendly gate agents who could care less, standby lists that don’t roll to the next flight, etc. etc. I sincerely hope that someone can turn it around, but for now I feel like I’m flying AA, which I gave up years ago.
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