When, in the history of CUSTOMER SERVICE, has a customer been required to offer a “sincere apology” to an employee after getting mouthy? It is that company’s duty to accommodate the customer, not only because she is in physical and emotional distress, but because she’s giving them her patronage. She could have easily flown with United or American. It’s disheartening when a company you’ve been loyal to treats you like a dog on the street. The airline’s policy states that passengers are required to wear masks with the EXCEPTION of a medical emergency. She deserves a “sincere” apology from Martha, the employee, for lack of empathy and failure to uphold company guidelines. She also deserves a “sincere” apology from Southwest Airlines for failure to enforce their policies set in place to ensure the safety of all passengers.
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