Southwest Airlines Complaint - Poor Service - Poor preperation
CALIFORNIA -- December 22nd 2007
Dear Mr. Herbet Kelleher:
I am writing to you to share my disappointment in the manner in which your operations at Oakland Airport were managed on Saturday December 22, 2007. I dropped my wife and daughter at the curb at approximately 9:30 am for an 11:45 flight. The line was incredibly long, all the way to the Alaska terminal. My wife and daughter arrived at the gate at 11:50 so obviously they missed their flight. They were then told they would get them on the 2:15 flight which was then delayed to 2:50pm, they also were denied boarding on this flight and told they would not get to Seattle on Saturday as all flights were overbooked. I returned to pick them up at about 4:30pm.
I called to see if I could get them on a flight the next day and was told that there was a flight at 8:50 Sunday night, so I said ok, they then said I had to pay the full fare for the flight changes.
I then decided that this would not work as they had already missed a Christmas play Saturday night with my wifes mother and my daughters friends. Cost $79.00. And they were to have attend church with her mother Sunday morning meet friends after and then see the play Jersey Boys. This missing of spending time with friends and visiting with her family is priceless.
I decided to book my wife on Alaska airlines as I am trying to get them to see Jersey Boys. This fare cost me $445.00 on Alaska for a one way.
When dealing with your employees who were obviously over worked and stressed out as the were very rude in dealing with my wife and during the times I called. I have been a strong supporter of Southwest (frqt # ), we have just relocated to San Francisco from Seattle so returning home is a big deal for my family who are having a tough time relocating. They are booked again to return to Seattle with you guys in January 08.
The time spent at the airport, missing friends, the costs of flying on Alaska, the frustrations of dealing with your employees is a reflection on how poorly your company was prepared. There is not excuse to show up to an airport 2 hours and 15 minutes prior to departure and not get on a flight. My wifes conf # her and my daughter are both frequent fliers.
I assure you that I and my family will never consider your airline again in our future travels. I have never ever seen such a mess at an airport and poorly prepared employees. I am in the hospitality business my self and understand the challenges we face but I prepare in advance when levels of business are tough. I would appreciate a response from you personally and not a customer service rep. I have heard many great success stories about how you manage and operate your company and have shared them time and time again. I must say this experience with your airline today was very disappointing, tiring, frustrating and costly.