I am among those who think that you have failed to meet any of your core values or live up to your mission statement. My July 4th flight was cancelled - I bear ZERO responsibility for this cancellation - I booked a flight you advertised and paid the going fare. I do not run Boeing nor do I run SW - I am simply a passenger on your planes. My only viable options are to rebook a day early which will cost me additional money for a hotel and an added car rental day or take a flight with a layover (NOT the product I purchased) and arrive later in the day requiring me to change my plans for July 4th - I waited 40 mins to speak with your executive level customer service to see what you would do to help me. The response was a very polite "pound sand" from a supervisor who told me she "spoke for the CEO". She also told me she had the FINAL say on this matter. The dollar amount is nominal, unlike the poor HS above that is losing thousands of dollars but the response speaks volumes about your airline. It seems to me that your logo, mission and values are all things you pay a marketing firm lots of money to make look attractive then file away until the winds change and you need to look pretty again. You could have offered me a travel credit or even a 50% credit but you choice of zero speaks for itself. For want of a small credit to offset my actual expenses you have lost a significant portion of my future travel business to your competitors. I will no longer look at SW except on routes where you are the sole non-stop provider of service and then I will book with great fear that you will once again cancel my flight and offer me a bag of sand. I guess it was inevitable that you sold out your customers for your shareholders like the rest of your competition did long ago. I begrudginlgy tolerated all of the fees you have added and steadily increased over the past few years as the cost of doing business. I even tolerated paying to go from A25ish to A45ish on most flights treating it as the cost of the bag I pay to check on other airlines. Now, however, you have taken an opportunity to do right by people inconvenineced by a random algorithm and done nothing but treat us like a booking record that needs to be shuffled. The problem you are solving is not a shortage of planes due to a grounding, it's a shortage of customer service and a " dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit". Sadly, while the former as not in your control the latter was 100% within your wheelhouse and you failed. It might be time you called Madison Avenue to design a logo without a heart in it since somewhere along the way you lost yours. After reading Herb's obitiuary last month when I flew, it's clear to me his spirit has left the building.
... View more