Linda,
Do you really think that a lousy refund and an empty apology are enough to dismiss this case of extremely and inappropriate customer service? Your treatment of Kevin Smith was horrible (at best). I used to be a big fan of Southwest, but this incident makes it clear that you are just as bad as all the other airlines. This incident also make it clear that the leadership within your airline leaves a lot to be desired. Shame on you and your company. I hope you and the others involved in this situation will, some day, suffer the same level of public humiliation and embarrassment that you willingly and happily inflicted on Mr. Smith. Perhaps then, you will understand the error of your ways. Pathetic. I am NOT nuts about Southwest. Not anymore. Pathetic.
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