02-15-2010
12:20 PM
1 Love
I've never flown SWA but I do fly a lot. I have never seen or heard of this type of situation happening on the airlines I fly. Nonetheless, I'm appalled at any company handling a customer service incident so utterly badly.
'Heartfelt apologies' (your terms) don't need justification and don't require hiding behind corporate policies. Many, many mistakes were made in this situation, including this very blog entry.
Also, publishing a customer's name, especially to save oneself, is UNFORGIVABLE. Did you ask him if you could use his name in this blog post? Did he give you permission?
Shame on you.
... View more