This is a sad excuse for a non-apology. As I expected and have experienced with Southwest, your people on the phone say one thing then, in public or practice, you do something else.
No big deal. Southwest can obviously afford to write off a lot of customers. I have say, I think it's crazy but I have to respect the sheer bravado in that you're sticking to your guns that you can treat a customer unfairly, even humiliatingly and still get away with it. I guess if it works then why not?
You've lost me and family as customers. I wonder how many more will feel the same way? One thing is for sure, I can afford to wait it out and see, can Southwest?
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