Although this sounds like a great improvement, it still sounds just like what I was told last month when I left my tablet on my flight from OAK to DEN.
I arrived in DEN and got to the baggage claim I realized I left my tablet in the seat pocket. I went to the baggage claim counter and had to wait in a suprising long line. During this time my plane had already been "cleaned" and was gone.
When I finally got to the counter they could not get a hold of anyone at the gate to see if my tablet had been recovered. I was told that I probably won't see it again as it is a poplular item (nice trust in your fellow employees!) My information was taken and I was told I would hear back within 24 hours.
After 2 days there was no call, so I called Southwest, they did not have my information and said it would be ANOTHER 24 hours to hear back.
AGAIN another 2 days passed and no call. I called again and was then told that they do not contact customers unless they find the item!
So basically because of your "honest" staff and great customer communication I was in the dark about my item.
I do take the responsibility for leaving it behind, but my experience in trying to report it was horrible. I know not everyone is honest, but I tried to recover it in less than an hour and only Southwest Employees (or whoever they have cleaning the planes) had access to it as I was the last person to deplane.
I felt from the begining ("It's probably gone" were the exact words I was told) that I shouldn't have even bothered to report it. Then when there was no record found when I called and promised a call back that did not happen twice! It seemed obvious that Southwest was not concerned about any missing item.
So I guess I just hope SouthWest follows thru on this pledge. Because I would hate to think that Scenarios like mine happen every day at Southwest.
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