Sometimes its easier to complain then to compliment. In this case, I do both.
Please note my post of Aug 21 where I point out that the gift sent to Rapid Rewards customers wasn't up to the standards I have come to expect from SWA. Quite honestly, I didn't think this blog was the most appropriate venue to communicate my concerns but, heck, when you can't email customer service (you still haven't solved this!), you look for another way to get you point across, though I didn't think you would respond.
And was I surprised. I never expected that (1) my blog comment would be posted; or, (2) that you would respond to my comment in the blog itself (Hollee on Aug 22nd); or (3) you would forward my comment to another member of your customer service organization to take action.
To quote from of the wisest philosophers of our time, Homer Simpson .... "Doh!".
You did all three.
Credit given where credit is due ..... kudo's to Southwest (Hollee Ford and Micah Hankammer in particular). Today I received a replacement TSA approved bag (by FedEx no less) with a personal letter, signed with a real ink pen! And the bag didn't fall apart in my hands!
Can't imagine any other airline (and I have dealt with them all) coming close to this response.
As I said in my original post ... you are my favorite airline. And even though you STILL don't have allow customers to email customer service directly, you managed to to make me happy.
Your still not perfect. But you are heads and shoulders above the competition. You have a custoimer for life. All it takes is a little LUV.
Now, about expanding the number of short-haul routes out of SFO ..... 🙂
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I like that Southwest is inventive with its promotions. And you are my favorite airline.
But next time you want to send your Rapid Rewards members a gift (like the reusable TSA approved quart size bag received in todays mail), you might want to do some quality control. I went to unzip the bag and the entire thing fell apart in my hands. You describe the gift as "tough" in the enclosed post card ... hardly. "Cheap" would be a better word.
And you guys should add an email option to your customer service page. I know, you feel email is impersonal. But in today's busy world, you are less likely to receive customer comments if you only allow for mailed lettters and phone calls. Letters and phone calls require more time. effort and cost to your customers. I would think a company that prides itself on customer service would try to make it easier to hear from their customers, not harder.
You're a great airline- but not yet perfect.
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