03-11-2008
10:35 PM
8 Loves
To: Southwest CEO:
We travel your airline regularly (round trip, three times a year) from LAX to BWI, and find the flight and the service commendable. However, we were surprised to learn last year that you no longer offer non-stop flights to and from those destinations. We have spoken with your Customer Service and Reservation personnel, as well as flight attendants all of whom tell us they do not know why those non-stop flights were cancelled. Each of these personnel have concurred that all of the non-stop flights were filled to capacity.
We are now forced to fly from BWI to either Nashville, Las Vegas, or Phoenix, thus increasing our travel time. Why did this change take place?
Because we fly so frequently, and require the convenience and comfort of non-stop flights, we are considering using another airline. We hope that we don't have to make that choice.
We look forward to your response.
Sincerely,
Mr. Mark J. Markman
Dr. Marsha C. Markman
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