03-22-2007
07:30 PM
1 Love
Southwest puts the other airlines, and the prevalent big business model in this country, to shame. At first I wasn't a fan of the 'cattle class' concept of not
reserving seats, but I got over it because of your affordable airfares. The low
fares are enough to keep me coming back, but it ultimately is not the reason
I do. It's your customer service. Other airlines treat their wealthy first class
customers like customers, but that's it. Southwest, in contrast, treats ALL
your customers like customers! And I'm not talking about steak dinners. I'm
talking about acknowledging that life sometimes changes your plans, which
includes flight plans! You allow us to change our flights if necessary (and
available) without punishing us for it. You also honor your frequent fliers
with USEABLE rewards, and today I had yet another head-and-shoulders-
above-the-rest Southwest customer service experience:
When there was an ice storm a few weeks ago, my children's flight was
cancelled - well, all flights in the northeast were cancelled. My daughters
were meeting their grandma for a trip to Disney. I couldn't get through on
the phone to rebook, and I couldn't risk breaking my kids hearts by making
them cancel their trip to Disney if we couldn't rebook in time. So I shelled out
an arm and a leg to book them at a last-minute fare price for the next day.
My kids had a blast. I wrote a letter requesting a refund for the amount over
the original fare that we paid, and you did it! You gave me my arm and my
leg back! Now we can afford to fly to my sister's wedding too! On Southwest,
OF COURSE!
I'll spare you the horror story of trying to get Delta to reimburse us for 2 days of
delay and sheer aggravation due to their contractor's overbooking error!
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