Southwest Airlines Compliment - Customer Service Outstanding!
I enjoy reading these types of sites...I like to stay informed of which busineses are good and which ones to avoid. but I never have posted a review before. I have many bad experiences, especially in fast food restaurants, but never have been upset enough that posting a review has been a priority for me.
I had a GOOD experience this evening, however, that I just have to share.
I am an Army Reservist who works hard to make ends meet on the civilian side. I have been working to advance my career, and found a position in another unit that would facilitate a nice promotion and would be a good career move. I live in the Kansas City area and the unit is in Portland...quite a commute. After much research my wife booked two tickets on Southwest Airlines using their internet service. Keeping in mind that my wife is a multimedia development manager with a masters degree and a cumulative 4.0 GPA through her undergrad and graduate work, she simply made a BIG mistake. She booked us from Portland to Kansas City rather than the other way around. When she was checking in online, she realized her mistake.
I came home to find her hysterical...this was an important trip and the cost of re-booking the tickets would be a major expense. After giving her a hug and telling her it would be okay, I went ahead and called Southwest Airlines. I spoke to customer service agent "Natalie" and politely explained our situation (I really think being polite is a big help). She was very sympathetic but didn't think that we could re-book at the same fare. She put me on hold for about 7-8 minutes to talk to her supervisor. When she came back to the phone she said, "Sorry to keep you waiting so long, but I was working with an angel to get this fixed for you."
It turned out that she was able to cancel our previous reservations, and re-book us with the correct itinerary on the same flights we THOUGHT we had booked into with NO charge or penalty.
I was already a loyal Southwest customer, but this cements it for me. Southwest rocks! They did not have to do this, and looking at the reviews of other airlines on this website, most of them would not have had that courtesey.
Thank you Southwest. You have a customer for life...If I end up getting this job, I will be commuting from Kansas City to Portland once a month. I will always fly Southwest.