09-19-2010
03:51 PM
5 Loves
I am a woman of a "certain size" and I experienced my first humiliation at the Southwest curbside check in on Friday, September 17 at 1:15 p.m. out of LAX. I cried all the way through security and through the flight home to Oakland. Out of the 60+ flights I have taken in the last 12 months, it was the first time i was made to feel less than human. I understood that it is a delicate issue and the Curbside guy tried to be as gracious about it as possible, but when I stated that I have been flying all year and have never had a problem, he stated that he needed a second opinion. He proceeded to call whom I assume was a manger and she came to where i was standing and with an attitude checked me out from top to bottom and told him to let it go this time. For a second opinion, this woman had the worst customer service skills of all the counters. Apparently, he gave me a break "this time".
I love Southwest and have tried other airlines to double check that my feelings about this company. Southwest has helped my personal living arrangement more bearable. But the experience with this woman was awful and embarrassing and I don't care who saw or didn't. She humiliated ME and that was totally uncalled for. I didn't make a big deal at the counter because I was cutting it close to my flight and I didn't want to risk my flight home.
According to the policy it is based on the armrest and at no time did they ask me if the armrest would come down, the policy was implemented on them checking me out from the rear at the curbside counter. When i board the plan i gently ask the flight attended for a ext and they are so gracious about never flaunt the request. Only one time a "not so" customer friendly attendant tried to bring it to my attention, but when she saw that I could put the armrest down she left me alone.
I am not sure I will continue to be a A-list Southwest customer as I do not want to stress that I will be "checked out" at the curbside again and have to justify my behind, but I do know that next time i am put in that situation, i will not let it go without notify someone of a certain position. The ironic part is that the woman who gave the second opinion was of a "certain size" herself.
... View more