02-15-2010
12:23 PM
1 Love
Horrible response, Southwest. Why is it so hard to admit that your people messed up? It seems you extend more "luv" to your staff than to your customers.
The judgment calls your staff makes are iffy, at best. I fly on Southwest more than I care to (if another airline offered the same route, I'd gladly switch). I've seen HUGE people spill over into occupied seats next to them. I've watched noticeably drunk people board SW flights with not a second look from your team. Last week, a steward on my SW flight made a derogatory joke about India. It appears the real problem here is that Southwest has given its staff loose parameters for how to manage customer issues. The real takeaway from this incident is that Southwest needs to better communicate with its staff what its rules are and why they're important for the safety and respect of ALL passengers. Then consistently enforce your policies instead of the loosey-goosey approach you currently have in place.
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