Soutwest Airline Complaint - Loading agents horriible attitude to Grandma
LOS ANGELES, CALIFORNIA -- On March 30th, our non English speaking Grandma arrived in LAS on Korean Air Line after close to 24 hours in transit from Russia to Inchon to Las Angeles She had 3 hours to clear Immigration and Customs and with two big bags get from the International Terminal to the SWA terminal. Bug driver refused to help her lift the 53 pound bag (or 2 bags) but she managed. At SWA she got her bags checked and managed to get to the SWA gate 10 minutes prior to departure. SWA agents refused to let her board although they did board others while she stood there. Said the flight leaving in two hours wss full and come back tomorrow! In the meantime we waited in Salt Lake City for her arrival. No Grandma. A SWA agent got on the phone to Los Angles and they did not want to take this problem and said she could take the morning flight. SWA has a standard overbook policy as tickets for SWA are not necessarily for the specific fl9ght and often passengers book and don' worry about missing the flight as like a bus - they just take the next flight (if a seat is available). Turned out SWA had either empty seats on Grandma's scheduled flight and at least 3 seats vacant on the flight two hours later. It seems crude and heartless that at least three SWA employees did not put their arms around this problem and solve it by boarding Grandma. She sat in a chair all night to take the early morning flight which we met - and took her home and for decent rest. Wrote Dallas to point out this problem and have heard nothing. Were not looking for a refund or money - it would be nice if management explained to their employees so solve the problem. Grandma made a timely presentation for her scheduled flight. They denied her the second cause the computer said it was full - wrong!.
Not thinking. Even one gal spoke Russian and we talked to her prior to the flight she was denied boarding. I think SWA management training blew it on this. Good help fixed problems and doesn't just walk away from it.