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Southwest Airlines Complaint - The LUVLESS Airline - Gate Agent Customer Service - DIA
Gate Agent Customer Service - DIA - Complaint
DENVER, COLORADO -- Today at DIA at Southwest Airlines has been the worst experience my partner and I have ever had. After a 2+ hour delay in Minn-St. Paul due to a mechanical problem the plane finally left for Denver and the rude SWA staff that awaited us. Upon arriving at the airport our delayed flight pulled in moments prior to our connecting flight was to leave. Of course our departing flight was delayed prior to the mechanical problem, which was discovered on the runway, due to late passengers. SWA DIA does not seem to believe in a short delay to get passengers on the flight and instead gave our seats away and closed the door as we arrived at the gate. Adding insult to injury Michelle R who was a Customer Service Supervisor that came from the far regions of hell on this fine 2nd day of the year arrived at the desk to talk to us with attitude. Waving her hands and disrespecting us as customers she took the approach that instead of defusing the situation as a good customer service agent she would threaten to have use removed from the airport and not fly and only further inflamed the situation. After a few words were exchanged, none of which were threatening in any way, Mrs Reed picked up the phone and called the police. We left to find the police ourselves. Finding them we spoke with them and then to D Danielson who was the supervisor for Mrs. Reed. Of course this exemplary employee for Southwest went on to accuse of threatening her with bodily harm. Evoking the great power these little people have over every one of us that flies. Ultimately we were escorted out of the airport by the police. Lied to by Southwest Airlines a few more times and booked on a flight home the next day. Leaving us stuck at DIA without getting to important business and with a very bad taste in our mouths for an airline that speaks of LUV and the best customer service in the business. Actually, based on this interaction they have gate agent supervisors that are willing to lie to empower themselves beyond the power they should hold. I write this to say beware of SWA and the DIA staff. You may not get to where you are going and be accused of being a terrorist because SHE can.
By the way I have the highest status with SWA imagine how this child of the devil would be with the average Joe.
By the way I have the highest status with SWA imagine how this child of the devil would be with the average Joe.
Comments:
Posted by SteveWiginowski on 2012-01-02:
I'm really curious to know all three sides of the story on this. For both sides to seek the police, I think there's more to this story.
Posted by trmn8r on 2012-01-02:
The SWA CSR claimed that you threatened her with bodily harm, but you didn't?
I've never had anyone in cusomer service make up stories about my when I complained. That is unusual, and I would also want the police handy to sort it out.
You say that the people were "little". Were they height challenged, or did they have little minds?
I've never had anyone in cusomer service make up stories about my when I complained. That is unusual, and I would also want the police handy to sort it out.
You say that the people were "little". Were they height challenged, or did they have little minds?
Posted by littleshorty on 2012-01-02:
If your flight is delayed, the airline will not hold your seats on the connecting fight. You weren't there so they were within rights to release your seats. At an airport, all words are threatening words. That's why you were escorted out by police. How did Southwest lie to you a few more times? You went into detail on everything else. Can you please explain how they lied a few more times?
Posted by JISCal1 on 2012-01-02:
This is a very unfortunate situation and one that no one will win. I know that it is easier said than done, but when it comes to airline employees there isn't much you can do at the time of the incident because anything you say or do may be perceived as threatening. Your best bet is to be as patient as possible, get on the next available flight and then when you get to your destination let your fingers do the talking by writing to the executives of the airline. You can send an even bigger message by letting your money do the talkiing and refuse to fly this airline any longer.
Posted by olie on 2012-01-02:
Nowadays, a passenger has to be AT the airport at least an hour before the plane is scheduled to depart. It sounds as though you did indeed build in enough time to get to your connecting flight.
But it's nobody's "fault" that your outgoing flight from MSP was delayed for so long. Such things happen, and I know I'd rather be on a plane that was thoughly checked -out, than on one that was not.
In any case, your original flight just didn't get to Denver in time. While it wasn't *your* fault, airline rules are airline rules. Gone are the glory days when an airline would hold a flight for a late arrival.
You could plead your case, but once you were told "No", you should have just asked politely for a seat on the next available flight. And then just made the best of it. (My idea of a perfect few hours is being stuck in an airport with my laptop, wifi, books, magazines, crosswords, and access to food and a bathroom. Since it's not my choice, I can't feel guilty about not cleaning the house or mowing the lawn. Perfection!)
Demeaning the employees by calling them "exemplary" and "little" might make YOU feel better, but really isn't going to get you the resolution you seek.
But it's nobody's "fault" that your outgoing flight from MSP was delayed for so long. Such things happen, and I know I'd rather be on a plane that was thoughly checked -out, than on one that was not.
In any case, your original flight just didn't get to Denver in time. While it wasn't *your* fault, airline rules are airline rules. Gone are the glory days when an airline would hold a flight for a late arrival.
You could plead your case, but once you were told "No", you should have just asked politely for a seat on the next available flight. And then just made the best of it. (My idea of a perfect few hours is being stuck in an airport with my laptop, wifi, books, magazines, crosswords, and access to food and a bathroom. Since it's not my choice, I can't feel guilty about not cleaning the house or mowing the lawn. Perfection!)
Demeaning the employees by calling them "exemplary" and "little" might make YOU feel better, but really isn't going to get you the resolution you seek.
Posted by onlooker on 2012-01-02:
I
the plane left late, you had the opportunity to rearrange the next flights while waiting at the airport (even with built in layovers, sometimes it pays to be proactive)
2
Chances are that the SWA ticket you had in hand was not priced for any special services - like holding the plane, or automatic rescheduling etc.
Did you not change flights to save charges, or there were no other flights....or you assumed you would be ok.
3
Your original plane was delayed for a time by SWA allowing late passengers on before the mechanical failures.
4
You then expected that you could get the same service on the next leg - as they held the plane on the first leg right? Mechanical failure was the unexpected delay.
5
there was alot of attitude going one - but those 'little people' hold the key to you getting to your important meeting, job interview, home on time. So it seems to me that you took a helpful action for some people at the first leg departure and then demanded it for the second. Not cool.
High status does not entitle one to demand, it allows early access to what is provided.
6
the CSR might have been giving you attitude especially knowing how many people were getting re-routed and venting on them ....kind of hard to keep a smile.
7
you have the names, dates, flight numbers write to the airline - and see what happens. Corporate offices respond to high status flyers.
the plane left late, you had the opportunity to rearrange the next flights while waiting at the airport (even with built in layovers, sometimes it pays to be proactive)
2
Chances are that the SWA ticket you had in hand was not priced for any special services - like holding the plane, or automatic rescheduling etc.
Did you not change flights to save charges, or there were no other flights....or you assumed you would be ok.
3
Your original plane was delayed for a time by SWA allowing late passengers on before the mechanical failures.
4
You then expected that you could get the same service on the next leg - as they held the plane on the first leg right? Mechanical failure was the unexpected delay.
5
there was alot of attitude going one - but those 'little people' hold the key to you getting to your important meeting, job interview, home on time. So it seems to me that you took a helpful action for some people at the first leg departure and then demanded it for the second. Not cool.
High status does not entitle one to demand, it allows early access to what is provided.
6
the CSR might have been giving you attitude especially knowing how many people were getting re-routed and venting on them ....kind of hard to keep a smile.
7
you have the names, dates, flight numbers write to the airline - and see what happens. Corporate offices respond to high status flyers.
Posted by Bete Noir on 2012-01-03:
"highest status" what would that be? Status on Southwest is "A" boarding group, so you board with the first of the three groups in the cattle drive.
Considering the egalitarian nature of Southwest (no assigned seating, first class) calling others "little" or "average joes" is interesting....
Considering the egalitarian nature of Southwest (no assigned seating, first class) calling others "little" or "average joes" is interesting....
Posted by Darrell27 on 2012-01-03:
My wife and I have also had issues with SWA @ DIA. Returning from Ft. Lauderdale last year late at night, our commuter airline was waiting for us as our flight was late. SWA refused to call down to the gate and have them wait a few more minutes. I being disabled, asked SWA to call for a cart to take me to the gate but the agent refused. So my wife and I were forced to spend the night in Denver at our expense. The next morning we were told the commuter airline said they only had 2 other passengers on the flight the night before and said they called SWA to confirm we were on their flight. They said SWA were extremely rude and didn't care if we made our connecting flight. They also said the pilot waited for 45 minutes for us AFTER our SWA flight landed and finally took off without us. If SWA had only bothered to give them a call, they would have waited a few more minutes as it was the last flight of the evening. My wife and I have flown SWA many times out of DIA and have never had a pleasant experience with them.
Posted by CowboyFan on 2012-01-03:
Minn-St. Paul is probably the end of the line, so passengers left there would have to wait a long time for another plane, therefore the delay for them. Denver is a much busier hub for SWA, and more flights fly through there, so there would be a shorter delay for passengers left behind.
Why would there be any reason for the op to "exchange" any words, when the rules and practice is always that one must be at the gate, ready to go, thirty minutes prior to boarding, and if not your seats are given to those on standby. (Calculations concerning weight, passengers, fuel, etc. must be completed before the scheduled departure time, and late arriving passengers mean that must be redone.)
Planes follow a schedule. If they delay at one point, the plane is late the entire day, which is one reason they try to leave on time, late passengers or not. (The op flys on one of the busier days, and is upset by delays - imagine a delay on the New Year weekend).
Why would there be any reason for the op to "exchange" any words, when the rules and practice is always that one must be at the gate, ready to go, thirty minutes prior to boarding, and if not your seats are given to those on standby. (Calculations concerning weight, passengers, fuel, etc. must be completed before the scheduled departure time, and late arriving passengers mean that must be redone.)
Planes follow a schedule. If they delay at one point, the plane is late the entire day, which is one reason they try to leave on time, late passengers or not. (The op flys on one of the busier days, and is upset by delays - imagine a delay on the New Year weekend).
Posted by Fred Payton, Jr. on 2012-05-06:
I drove from Livingston, Tx. to pick up my wife arriving from Albuquerque, New Mexico yesterday. But since I have a problem occasionally with frequent urination, I needed to go to the restroom, so I was going to park in the garage and walk inside the terminal, but could not get into the parking garage because I don't possess a credit card and I don't have a cellphone. I feel this is a gross discrimination against people who, for religious or other reasons, cannot use airport facilities. And it is wrong. KEEP THE AIRPORTS OPEN FOR THE COMMON MAN AS WELL. This is not the first time I have had a frustrating experience with airlines. 5-06-12
Posted by doingsomethingaboutit on 2013-04-06:
I agree with you 100% I had a situation that is mind blowing and I am going through the legal system. If travelinbry63 could give me a way to contact him, I would like to get his affidavit. Thank you.
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