04-16-2020
01:31 PM
04-16-2020
01:31 PM
Middle Seat, Yes, I stand corrected Gary Kelly did announce a 10% pay cut to his 750,000.00 salary on 3/10/20 to the SW employees. Call that window dressing. His total 2019 compensation was over $8 million and up $1m from prior year. Many company CEO's are taking NO salary during this pandemic and many senior management exc's are taking larger reductions. Many companies large and small are doing extraordinary things to help their customers, from discounts in auto insurance polices, to free products and services. All I want SW to do is refund the money (on an exception basis) that was paid them for a ticket that could not be used due to stay at home orders issued by the state. They did offer a future credit (which is normally fine, but these times now are not normal) Cash refunds are needed now as banks do not take flight credits for the mortgage and grocery stores do not accept them for food either. I am not talking about what Southwest does daily for their customers I am talking about what they are doing now in this once in a century pandemic. They can do more as what they are doing is not enough for many. By their policy they do not have to do anything however they will be more remembered for what they do in this time of need then what they do normally. I am not alone in this thought as their message boards are filled with many customers also upset and wanting/needing a refund. You can continue to respond as this only highlights my message and no matter what you say it will not change the fact that Southwest is not making a percentage of their customers happy. Question: Will Southwest refund the $ to customers families who they issued credits to who die or get sick from this virus and thus never able to use the credit or will they hold on to that money to boost their stock price and increase the value of the over 900,000 shares of stock that select company officers received on 1/28/2020? This is not about executive compensation and I am sure they are all nice guys, deserving of their pay. This is about SW holding their customers money and just issuing credits for future flights when in this pandemic people need their money back and may never even be able to use the credit. I understand that it is SW's policy to just give the credits and normally that is fine but these are difficult times for many. This airline has prided itself in the past by being the most customer friendly airline, so that is the expectation standard they set and now can not achieve. In this pandemic they are not being customer centric. They still have time to review their position and make changes to be the leader in the industry with setting customer centric standards, if not they will be remembered by many for how they acted in this difficult time more so than how they acted in their glory days. Just so you don't say I misquoted the compensation figure here is the 2018 compensation of Mr. Kelly for 2018. Glad you brought this subject up to be posted. $750,000 Base Pay $1,418,400 Bonus + Non-EquityIncentive Comp $2,168,400 Total Cash Comp $5,250,019 Stock Award Value $0 Option Award Value $5,250,019 Total Equity $235,324 Total Other $7,653,743 Total Compensation
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04-15-2020
08:18 PM
04-15-2020
08:18 PM
Yes I do and not only in this forum. On several sites and organizations. Every post that is read will influence someone. Some "homies" like yourself can never be swayed but that there are many that will also learn to dislike SW. I will continue to post often everywhere and with now over 6000 views between all sites and messages, the message is getting out there. The goal is to cost SW more in future lost revenues than they would have spent just refunding people who need the refund instead of the credit. me I need the refund now and would have flown with them when able to in the future by buying a new ticket. Now that will never happen and I see the same sentiment from many others. Just plain shortsighted on SW part. You see and hear about all the good things large and small companies are doing to help their customers out in these unprecedented times. Many company officers are taking pay cuts to help keep their company afloat and keep employees onboard. SW officers received hundreds of thousands of stock options in January and have done nothing to reduce their compensation to help their employees or customers. Yet they keep the money from their needy customers when they could gain so much press and good will by making exceptions for their customers who request a refund. By you just stating that "other airlines aren't doing anything" is just like the small child pointing fingers at the other bad kids. Shame on SW for not taking a customer centric leadership role. Shame on the leaderships corporate greed. The goal with these posts was to obtain a refund, as that seems impossible now the new goal is to keep SW officers, customer service and legal team busy responding to complaints for customers and organization and states. Again the cost in time and resources will be more than the refunds and that is satisfaction. You are entitled to your opinion but if you take off your rose colored glasses and try to place yourself in another persons situation perhaps you would do the same. Until then. And as I have plenty of time on my hands here is a report for you.
If you are unhappy with how poorly Southwest Airlines is treating it's customers during this pandemic. If you need a refund and not a travel credit due to COVID !9 and State travel restrictions. Do not just take what SW is giving you. File A BBB complaint, File a complaint with your State ATTY General's office, Sign an online petition on Change.org All are easy to do online. Tell everyone you know in person and (social media about how poorly SW is treating their customers). Write to the officers of Southwest, they need to know how unhappy you are. They most likely won't budge now as they are only concerned with their own compensation and stock options. They even take $$ from the government while keeping our money. Their GREED is showing! For years SW prided themselves on LUV for their customers however their inaction to make refund exceptions for customers who can not fly due to state stay at home orders or health concerns are reprehensible. How much will SW profit from unused travel credits from those who are too sick to travel or die during this pandemic?
Business Management
Mr. Gary C. Kelly, President/Chairman/CEO
Contact Information
Principal
Mr. Jerry Davis, Customer Relations Manage
Customer Contact
Mr. Jim Ruppel, VP of Customer Relations
Other Contacts
Mr. Anthony Whaley, Customer Relations Manager
Mr. Michael Van De Ven, Executive President & COO
Ms. Carolyn Lewis, Operations Specialist
Additional Contact Information
Fax Numbers
(972) 656-2561
Primary Fax
(214) 792-5099
Other Fax
Phone Numbers
(800) 445-5764
Other Phone
(214) 792-4000
Other Phone
(214) 932-0333
Other Phone
Email Addresses
Gary Kelly Chief Executive Officer 2702 Love Field Drive Dallas, TX 75235 (214) 792-4000
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If you are unhappy with how poorly Southwest Airlines is treating it's customers during this pandemic. If you need a refund and not a travel credit due to COVID !9 and State travel restrictions. Do not just take what SW is giving you. File A BBB complaint, File a complaint with your State ATTY General's office, Sign an online petition on Change.org All are easy to do online. Tell everyone you know in person and (social media about how poorly SW is treating their customers). Write to the officers of Southwest, they need to know how unhappy you are. They most likely won't budge now as they are only concerned with their own compensation and stock options. They even take $$ from the government while keeping our money. Their GREED is showing! For years SW prided themselves on LUV for their customers however their inaction to make refund exceptions for customers who can not fly due to state stay at home orders or health concerns are reprehensible. How much will SW profit from unused travel credits from those who are too sick to travel or die during this pandemic?
Business Management
Mr. Gary C. Kelly, President/Chairman/CEO
Contact Information
Principal
Mr. Jerry Davis, Customer Relations Manage
Customer Contact
Mr. Jim Ruppel, VP of Customer Relations
Other Contacts
Mr. Anthony Whaley, Customer Relations Manager
Mr. Michael Van De Ven, Executive President & COO
Ms. Carolyn Lewis, Operations Specialist
Additional Contact Information
Fax Numbers
(972) 656-2561
Primary Fax
(214) 792-5099
Other Fax
Phone Numbers
(800) 445-5764
Other Phone
(214) 792-4000
Other Phone
(214) 932-0333
Other Phone
Email Addresses
Gary Kelly Chief Executive Officer 2702 Love Field Drive Dallas, TX 75235 (214) 792-4000
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04-14-2020
10:17 AM
1 Love
SW DOES NOT CARE ABOUT ANY OF YOUR PERSONAL SITUATIONS! You are just a # to them and a source of income. They will not add the human side to their policies and make any exceptions. They have changed LUV into HATE. Once you use your credit funds, then make a promise to never fly them again, spread the word, there are petitions with over 3500 signatures asking for refunds for any paid ticket (Change.org). Look for an law office to help start a class action suit. All unhappy customers can ban together. Let's bring bad press to SW. They will not listen to your plea or sob story. Their officers are just interested in vesting their stock options. They just do not care about anything but their bottom line. They hide behind their positions and layers of management and policies. SHAME ON SW.
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04-14-2020
10:15 AM
04-14-2020
10:15 AM
SW DOES NOT CARE ABOUT ANY OF YOUR PERSONAL SITUATIONS! You are just a # to them and a source of income. They will not add the human side to their policies and make any exceptions. They have changed LUV into HATE. Once you use your credit funds, then make a promise to never fly them again, spread the word, there are petitions with over 3500 signatures asking for refunds for any paid ticket (Change.org). Look for an law office to help start a class action suit. All unhappy customers can ban together. Let's bring bad press to SW. They will not listen to your plea or sob story. Their officers are just interested in vesting their stock options received in January. They just do not care about anything but their bottom line. They hide behind their positions and layers of management and policies. SHAME ON SW. I HATE SW NOW!
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03-29-2020
01:43 PM
03-29-2020
01:43 PM
SW DOES NOT CARE ABOUT ANY OF YOUR PERSONAL SITUATIONS! You are just a # to them and a source of income. They will not add the human side to their policies and make any exceptions. They have changed LUV into HATE. Once you use your credit funds, then make a promise to never fly them again, spread the word, there are petitions with over 3500 signatures asking for refunds for any paid ticket (Change.org). Look for an law office to help start a class action suit. All unhappy customers can ban together. Let's bring bad press to SW. They will not listen to your plea or sob story. Their officers are just interested in vetting their stock options. They just do not give a dam about anything but their bottom line. They hide behind their positions and layers of management and policies. SHAME ON SW.
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03-29-2020
01:42 PM
03-29-2020
01:42 PM
SW DOES NOT CARE ABOUT ANY OF YOUR PERSONAL SITUATIONS! You are just a # to them and a source of income. They will not add the human side to their policies and make any exceptions. They have changed LUV into HATE. Once you use your credit funds, then make a promise to never fly them again, spread the word, there are petitions with over 3500 signatures asking for refunds for any paid ticket (Change.org). Look for an law office to help start a class action suit. All unhappy customers can ban together. Let's bring bad press to SW. They will not listen to your plea or sob story. Their officers are just interested in vetting their stock options. They just do not give a dam about anything but their bottom line. They hide behind their positions and layers of management and policies. SHAME ON SW.
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03-25-2020
12:38 AM
SW DOES NOT CARE ABOUT ANY OF YOUR PERSONAL SITUATIONS! You are just a # to them and a source of income. They will not add the human side to their policies and make any exceptions. They have changed LUV into HATE. Once you use your credit then never fly them again, spread the word, there are petitions with over 3500 signatures asking for refunds for any paid ticket (Change.org). Looking for an law office to start a class action suit. All unhappy customer can ban together. Bring bad press to SW. They will not listen to your plea or sob story. They just do not give a dam about anything but their bottom line. They hide behind their positions and layers of management and policies. SHAME ON SW.
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03-25-2020
12:36 AM
1 Love
SW DOES NOT CARE ABOUT ANY OF YOUR PERSONAL SITUATIONS! You are just a # to them and a source of income. They will not add the human side to their policies and make any exceptions. They have changed LUV into HATE. Once you use your credit then never fly them again, spread the word, there are petitions with over 3500 signatures asking for refunds for any paid ticket (Change.org). Looking for an law office to start a class action suit. All unhappy customer can ban together. Bring bad press to SW. They will not listen to your plea or sob story. They just do not give a dam about anything but their bottom line. They hide behind their positions and layers of management and policies. SHAME ON SW.
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03-24-2020
12:28 PM
will not help you or make an exception. They do not care about their customers or their unique situations. You can write to anyone in the company and will get a late boiler plate response repeating their policies and telling you that they are better than other airlines. But they do not care they only care about short term profits not long term customer satisfaction. It it their new norm.
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03-22-2020
06:42 PM
03-22-2020
06:42 PM
dfwskier gave you the incorrect information it is not your choice to get a travel credit or refund, it depends on your ticket type, if it is a non refundable ticket you are only able to obtain a travel credit on future travel, sw has extended the dates to use that credit, but sw will NOT give you a refund. There are several petitions on change.org with over 3500 unhappy sw customers as of yesterday that would like their refund, We will look into a class action lawsuit to determine if refunds can be made as sw will not make refunds available. Sign the petition. If you purchased a refundable ticket, you will be able to request a refund. SW says they care but the only thing they care about is themselves. tell as many people as you can about how unhappy you are with SW. Imagine how many credits thet they took the customers $ for that will never be used that they will keep, a% of credit holders will die, some will be too sick to travel and some too scared and SW will make pure profit form all those groups while at the same time asking for $$ from the federal government. Shame on SW.
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03-21-2020
01:40 PM
03-21-2020
01:40 PM
There is a petition on Change.org with over 3500 signatures in the past few days to get SW to change their policies. Sign it and share it. It is a shame as SW is usually a good caring value based company. I guess you see their true character and values in a time of need.
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03-21-2020
01:18 PM
03-21-2020
01:18 PM
Please publish all of the Executives addresses email ph# so that everyone can start contacting.
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03-21-2020
12:12 PM
03-21-2020
12:12 PM
Is Southwest just giving and extending credits in the hopes that a % of people will die and not be able to use their credits. It will happen. They are putting profits above people. There is a PANDEMIC like we have never seen in our lives and it calls for Southwest not to hide behind polices but instead to act with compassion and understanding and return customers money that they need to survive in the coming months. Drastic times call for Drastic measures. Ban together and make this public for Southwest and all companies to act now and putting people first. Companies can spend a lifetime to build a reputation and it only takes one event to ruin it. This is that event. REFUNDS For all if requested!
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03-21-2020
11:59 AM
03-21-2020
11:59 AM
Nicole, Refunds should be available to all customers if they request them. This is not a minor event, this is a once in a decade event that requires compassion and understanding from all companies to their customers. Southwest's policies normally fine in the industry in offering changes to tickets and Southwest has budged a bit in this distressed time in their policy to offer a little bit of help in extending the dates which credits may be used. BUT there are people that do not have an income due to this pandemic and having Southwest HOLD on to their money while these people can not feed their families or buy their medications or pay their mortgage is NOT compassionate or understanding. SHAME on Southwest for putting profits over people, SHAME on Southwest for hiding behind a policy. This non understanding and lack of compassion is what will be remembered long after this pandemic is over. Please forward this to RYAN GREEN your SVP of marketing and CMO. He seems to understand and perhaps will have the foresight and ability to make exceptions for customers who are going through unprecedented distressful times. BTW customer service was not helpful on my 4th refund request, so there will be a 5th and I will continue until this is resolved to my satisfaction. As I am not working I can dedicate my time to bringing this issue to light. Southwest perhaps is hoping that a good % of the credits they are issuing will never be used as some of the holders of these credits will DIE from this pandemic or be too sick to pursue their refund. Perhaps Southwest is also hoping that many customers will be so impoverished that will not be able to bring a class action lawsuit or petition the Federal Government to not reward the airline with bailout $. Lucky everyone is using social media more while social distancing. Remember you can work a lifetime to build a good reputation and it only takes one bad decision to ruin it. I am not going to let this rest until it is resolved by Southwest with compassion and understanding of the times we are currently in and I hope not to get too ill or die to be able to see this through.
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I just sent in my 4th email request for a ticket refund with this new policy attached. Hoping that customer service will reply and resolve this and other customer's issues. It takes a lifetime to build a good reputation and only a minute to destroy it, Southwest should learn this lesson if they wish to stay an industry leader in customer service and train and trust their frontline customer representatives and supervisors to make the right decision. People remember more what you do in times of distress then what you do everyday. Southwest should have been more proactive and open to exceptions and not created the hostility they feel today from their actions in these unprecedented times. Those are lofty expectations and ones that your company should build and strive for.
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03-19-2020
04:47 PM
Mr. Gary C. Kelly Chairman & CEO Mr. Thomas M. Nealon Pres Ms. Tammy Romo Exec. VP & CFO Mr. Michael G. Van de Ven Chief Operating Officer Mr. Robert E. Jordan Exec. VP of Corp. Services Above Insiders should be forced to liquidate shares at current share prices on day prior to gifts of federal money which just boost their wealth. Pres. Given 178,438 new shares in January, COO Given 243,222 new shares in January. SW not feeling the LUV for their customers by not issuing refunds for tickets. So in reality they are making this revenue without any cost of flights. They are taking advantage of this unprecedented pandemic and grabbing customers money without making any exceptions. Sure business is impacted, it is everywhere for everyone. But they want the Government to help them out as an exception. You can not have it both ways if you want exceptions then make exceptions, If you get $ then give $. Take care of your customers now or they will remember that you did not when they you needed the most. SHAME ON SOUTHWEST SHAME ON SOUTHWEST.
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