On Monday, April 10th I was flying from Pensacola flight #35 to Chicago with a connecting flight in Tennessee on flight #37. My original flight was awesome, as the staff on both ends boarding and during the flight maintained the type of service I’ve always received when flying with southwest for business/leisure. However I was extremely disappointed in the customer service level from the boarding attendant whose badge read the name of HEIDI. She was very rude upon boarding specifically, since I had my laptop bag out of my carry on (assuming I had time to do a few emails before we left) which I have done in the past. She told me to step aside and put the bag in the carry on before boarding the plane because we are limited to 2 bags per person. Now I totally understand the policy but if I was able to carry my laptop on flight #35 and work, before takeoff and during ….why was it a problem when I had to connect to flight #37. It’s not what you say when performing customer service, it’s HOW YOU SAY IT…..so for her to stop the entry line until I put my laptop bag in the carry on (which I was going to take back out after getting a seat) made absolutely no sense. So my colleagues who was traveling with me, took the laptop bag as his carry on and she sarcastically said you can now board. First off I do not appreciate paying to received RUDE customer service. If she was having a bad day, she needed to let her supervisor know that she shouldn’t be working with people on that particular day. I have several choices to travel especially with work, and choose Southwest because I’ve always received great customer service, but if I have to prepare myself to deal with individuals who have the rude characteristics that HEIDI from the Tennessee area enjoyed displaying, I think I’ll take my corporate and personal dollars somewhere else.
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