02-18-2010
04:26 AM
1 Love
Oh, and the 'VM was full?' excuse? Gotta love it. It gets used a lot when CSR's drop the ball. Lying is not good customer service either. That just kind of firmed up my decision not to fly SWA.
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02-18-2010
04:23 AM
1 Love
"The Captain did not single Kevin out to be removed, but he did ask that the boarding be completed quickly. At that time, our Employees made the decision to remove Kevin after a quick judgment call that he might have needed more than one seat for his comfort and those seated next to him. "
It had to of taken longer to eject him from the flight than if the staff had left him alone in his seat. A seat that no one had complained about, and a seat in which he placed the armrest down, which is admittedly your policy. Since this is the way the policy is worded, Mr. Smith is obviously within your guidelines to fly.
Fess up. This situation, regardless of the person of size policy, is an example of poor customer service. If I had treated someone in that manner in my line of work (I have been in Customer Service for quite a few years now) I would have been severely reprimanded or fired.
"Southwest, like most carriers, has a policy to assist passengers who need two seats onboard an aircraft. The policy is an important one for the comfort and safety of all passengers aboard a plane, and we stand by that 25-year-old policy. This has our attention, and we will be reviewing how and when this delicate policy is implemented."
Drop the hiding behind policy and just say hey, we made a mistake, and we are sorry. You might gain back a few customers that way.
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