I just wanted to comment (and this relates to the Ebberts issue) in that when I fly Southwest, I feel more often than not, that the employees are treating passengers like children instead of customer service delivered with a sense of warmth, friendliness, individual pride, and company spirit. I experienced that wonderful culture people wrote about years ago, but as of late have seen more of a maternal culture. I see passengers being "told" what to do, instead of being asked. It seems that employees are giving the impression that the customer is privileged to be flying. Company pride is wonderful, but what happened to the customer treatment?
As a business aviation graduate, I have always admired your culture. Maybe my sites were set too high from reading books like "Nuts!" I still admire those that have managed to carry on the old culture and your safety record is impeccable, but through my experiences, I don't fly for the customer service. If I fly, it is for the schedule, price, and safety record.
I still hold you in high regard for your dedication to your employees and safety, and I admire you for your apology. It's hard to hold onto such a great culture through the times, politics, and real world situations . . . here's hoping the next time I need to fly SWA I encounter that wonderful culture I read about.
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