This post is a follow up to a post I left on November 14, 2006.
I was fully prepared to battle southwest to receive what I thought was fair. I had even gone far enough to find the home phone numbers of a couple of executive to bother them at home, but I decided not to follow up any attempts to get a fair compensation for my lost luggage. I reasoned doing so would only result in further aggravation and disappointment and I wanted to let go of my anger and move on. I wrote off my fair compensation and added Southwest to my list of companies that despite what they say really donÃ
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How far will Southwest go to "under promise and over deliver on the Customer Experience."? I recently had the unpleasant experience of loosing my luggage while flying Southwest. I understand that these things happen and until today have not been upset about the situation (minus a misunderstanding in Long Island.) The agent who took my report in Baltimore was very helpful and friendly, he did a difficult job with the utmost professionalism.
Today however I received my refund check and it was not what I expected. I will follow all the proper channels to dispute the settlement; however I fear an endless stream of policy, procedures and standards because that's what most big companies hide behind. I believe, in customer service, there is a big difference in settling and issue and making it right. I sincerely hope that I can find someone at Southwest who knows the difference and will work with me to make this a win-win situation.
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