08-01-2016
08:00 AM
08-01-2016
08:00 AM
I was unfortunately caught up right in the middle of the SW computer issue on July 20-21. For me, the problem started in Ft. Myers, FL when I boarded what I thought was a flight to IND that wound up in ATL. I was running a tad late, was sent to the wrong gate for an airplane already boarding (so I didn't hear the preboard announcement), got a pleasant "ding" when my boarding pass was processed under the scanner boarded, sat down and relaxed for what should have been a 2.5-3 hour flight to IND, but in fact was a little over an hour long to ATL. When the flight attended said "Welcome to Atlanta," I knew I was in for a long day (and night as it turns out). While computers do crash, it how companies handle the problem that matters and the SW team in ATL was outstanding. I eventually made it home, but not without the great assistances and professional help provided by several ticket and gate agents in ATL. In particular, I want to thank Alam Taulton, a customer services supervisor. Alma listened to my story and quickly worked to resolve my problem. Needless to say, I was not the only traveler having problems that day, but Alma treated me like I was her only customer and managed to find me a flight home. For Alma and the rest of the SW team in ATL, thank you.
... View more
