02-16-2010
09:51 AM
Linda,
I was hoping after reading your response I would be proud of the way Southwest handled this opportunity, and YES this is an opportunity, unfortunately that is not the case. First, the statement about never having dealt with a situation like this in 18 years is vague and irrelevant. Is it that you have never had customer service problems in 18 years or that those problems have never been with someone who had a platform? It doesn't instill the confidence that I, as a customer, should have in a person in your position within a company who touts customer service as what sets them apart from the competition. This situation should be handled like every customer service complaint, because every customer counts not just the famous ones. You should investigate find all the facts and post the findings and communicate how Southwest is a better company for it. I beg you not to succumb to the legal department or the unions on this. This opportunity is worth tens of millions in marketing publicity.
As for the opportunity at hand, it is obvious to me after reading the tweets, the blogs and listening to the "SMODCAST" that Mr. Smith was not handled per company policy. As much as the Lawyers frown upon admitting guilt that is exactly what must be done. I love Southwest but when you screw up, you have to own up to it. This has received national attention someone is going to get to the bottom of this and it should be Southwest! In all my years of flying I have never seen a gate attendant handle an issue on the plane, just looking at the time line it is apparent that she made the decision to pull him before he ever sat down. I would try and find the employee who asked Mr. Smith if he was a nonrevenue passenger. This employee was probably flying fourth jump seat and thought he had a seat until Mr. Smith arrived. At no point should any employee on the plane ever ask if a passenger is nonrevenue. Once they hit the jet way all customers should be treated as revenue passengers, that information is taken care of at the gate counter and should have no bearing once being ticketed. This employee is the probably the root of this whole situation and should be identified and reprimanded along with the gate agent. These types of customer service infractions cannot go unchecked or they will spiral out of control. Southwest must once again reinforce its foundation as a company built on customer service.
It doesn't appear from the outside as though this really had anything to do with the policy on overweight customers. Mr. Smith was able to lower the armrests and didn't need the extension to buckle his safety belt. That was just the excuse that was given, which has snowballed out of control. Having said this, the first thing Southwest needs to do is clearly state the policy on overweight customers, whenever addressing this issue. Mr. Smith is a very intelligent person and has a very loyal following you should invite him to Dallas to sit down and address how the policy is implemented and how it could be improved as not to embarrass or demean anyone. The policy is in place for a reason but the way it is being implemented is wrong and can be done better. This is a great opportunity for Southwest to show the world how important Customer Service is to the Southwest culture and that every customer counts!
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