5 ms·
Incidents like this are a wake up call to process driven cultures. If the flight crew really cared about the passenger, they would have handled it differently.
by mvpu 9y ago
Incidents like this are a wake up call to process driven cultures. If the flight crew really cared about the passenger, they would have handled it differently. If the CEO really cared, he would have personally apologized to the passenger and taken care of him by now. No amount of process and regulation can build a brand as much as culture does. That's why I'm a loyal Southwest customer. They've never let me down when it comes to common sense and empathy.
- sixothree 9y agoMore than once my plane has been late on southwest and every time my connecting flight waited for me to arrive before departing. What a nice way to end a trip.
- vinay427 9y agoBetween the two clauses I honestly can't tell if you're complimenting or criticizing the airline. In any case, I love the no-hassles baggage policy (checking in bags is far more comfortable assuming they don't get misplaced) and seat selection (especially when traveling alone). The easy to understand frequent flyer program and relatively friendly staff help as well.
- nyolfen 9y agoa personal anecdote about SW and lost bags -- they put my and my mother's luggage on the wrong flight once a few years ago, and not only did they give us both $250 in credit, they also had a courier drive the bags to her home (an hour from the airport) the next morning. i was very pleasantly surprised.
- vinay427 9y agoEmirates once lost my bags on an international flight. It took numerous phone calls with confused representatives and almost two weeks to show up (after more than half of my trip) and I didn't get any credit for my patience. Considering this is an airline with supposedly good service on a transcontinental flight, I'm also very pleasantly surprised by your Southwest experience.
- phil21 9y agoEvery airline will drive your bags the next morning (or whenever it is they finally arrive and they find them) - they are legally required to. I'm far more impressed when my bags catch up with me in some remote location in the middle of the third world you have to give directions by people and landmark :) But so far they've gotten them to me without fail.
- sixothree 9y agoToo a point, I can forgive being late because of bad weather or logistical reason. But I absolutely hate being stranded in a layover city.
- usmeteora 9y agoha, yeh United DOES NOT wait for its customers even if 90% of the customers boarding the flight miss the flight because they were delayed on another United flight and couldn't run fast enough to the new terminal gate that the United Employees on the late flight were not abler to provide to them. This has happened to me multiple times this year with them. Unfortunately for me, alot of these flights are booked through companies I work for, leaving me few options, but I will expressing my preferences going forward, and not buying United personalyl ever again.