Hello, Sorry to post a complaint out of the gate, but wanted to share this more so to let SW know they really messed up. The departing plane I was on had a mechanical issue that caused an hour delay which in turn caused me to miss a connecting flight. Things happen, I get it. Missing that flight caused a 4 hour layover which ended up costing a 1/2 day of onsite work. All told, 15 hours of travel with nothing to show but exhaustion. As unpleasant as the day was, I rolled with it and cut SW some slack as they've always take can great care of us. Looking back though, they never extended any type of apology, courtesy or anything for that matter. They rebooked my flight and said have a nice day, more or less. As below average as the departing flight experience was, the return flight was a CARBON COPY! Except this time I decided to talk with the arriving gate agent who handed me a new boarding pass and said, "sorry these things happen." After the attempt to talk with the agent essentially fell on deaf ears, I decided to head to the departing gate to talk to the agent there with the thought that SW is pretty good with this sort of thing. WRONG! The next agent called her supervisor who told her to read an email and then began asking questions almost accusing me of being at fault. At the risk of losing composure, I walked away and decided to wait until I got home to call customer relations. After a 30 minute hold, the agent who answered was polite, empathetic and offered her complete attention and a $200 voucher. I thought about, expressed my disappointment, and declined. This experience completely erased many years of SW loyalty. For decades, if it was a SW destination, we flew SW because they were incredible without fail. This week they failed incredibly.
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