Dear Southwest Management,
I left my laptop on a flight, which is completely my fault. I filed a lost and found report on the website with relevant details, which generated a reference #. It has been 7 days with no feedback or no way to call or interact with a system tracker on the web. Southwest is an amazing airline with great employees and culture. That said, I am woefully disappointed in their "lost & found" process, IT systems, and complete lack of customer feedback! For me, if I were Southwest upper management, I would take my feedback and others to initiate a continuous improvement process for a system status check on a lost item, incorporate customer representative / phone feedback, or an auto daily email that goes to customers reporting the status of a lost item. I guarantee the IT infrastructure has the ability with scanning technology to automate a process very cheaply and generate auto email statuses from an existing software platform. It is so frustrating not knowing the status of my laptop. It might not be important to an airline, but it is very important to customers.
Thanks,
Ken
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