07-11-2019
04:14 PM
1 Love
1)you may be right but it would still be a deterrent. I have seen people preboard with a wheelchair who looked like OJ Simpson in one of the old commercials when the plane landed. I guess it was a miracle! If these people had the moral fiber to follow the rules set out for for us all to live with, we would not be having this discussion 2)the letter only has to state that they are under the doctors care and require preboarding. If it is illegal under privacy laws, then it is illegal to ask for a letter stating a person is under the care of a mental health professional and need a therapy animal in their lap. This is a problem that southwest needs to correct. It only matters on this carrier due to the seating policy. I dont think we would like that so lets enforce the rules that are there.
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07-11-2019
04:03 PM
I appreciate the links to the information. Funny, when I asked the customer relations rep on the phone she couldnt/wouldnt provide this information. Also per the customer relations rep there are three questions and an answer of yes to any of these gets you preboarded do you have a disability do you need assistance boarding do you need extra time. obviously southwest is not adhering to their own stated policies!
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07-08-2019
06:38 PM
One more thing...I really didn't care,I was just curious about the policies when I called customer relations. Now I am actively speaking up because of the attitude of the customer "relations" specialist I spoke to. "Great" job southwest and a big thanks to you, NANA. You really know what customer service is all about.
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07-08-2019
06:31 PM
1 Love
there are fair solutions. 1) if you preboard you get off last. That will create a deterent for the abuse 2) If the disability is not obvious, require the the preboarder to have documentation from a health care provider. That's what they do to deter everyone saying their pet is an emotional support animal. It works.
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07-08-2019
06:08 PM
1 Love
I understand there are people that need to be preboarded due to a disability. I understand they need (1) assistant. I understand that there are regulations that Southwest and I must adhere to. I understand that there are people that have no moral fiber that will abuse the system. Solution: If someone needs to preboard, wherever they sit, they should stay in that seat until all other passengers have gotten off. Southwest can control that. The legitimate preboarders usually have to wait for their assistant anyway. What I do not understand is calling customer relations and asking about pre-boarding policies and being treated like a criminal for asking what the policy is. My recent experience from the representative I spoke to tells me they are tired of hearing about it and it is now my fault for asking the questions. I was very disappointed about the attitude i was met with. I may use up my points and find a new carrier. How's this work.??...I will get my tickets with points, bring my companion along with our pet who will now be designated as a emotional support animal because SW treated me so badly. I can then answer Yes to one of the three questions and preboard. Wait until everyone figures that out!! Southwest...You can fix this and be fair to all. Stop being a vcitim to regulations and get some backbone. Your paying customers will appreciate it.
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