Southwest Airlines Complaint - Southwest Nightmare Trip
PROVIDENCE, RHODE ISLAND -- I was booked on Flight 236 Providence to Baltimore with a connection to Detroit on Flight 525. We boarded flt 236 at around 10.25am, sat in our seats for about 10 minutes and then were told that we would have to get off as there was a delay of two hours due to the weather. We deplane and wait in the jet way for 15 minutes and then are told that the flight is now cancelled and we have to get back on the plane and get our carry on baggage. One by one we give our name to the agent at the gate and are told to wait in “the line” to the gate agents at the desk. Now, there are two agents waiting on 100 plus passengers. I stood in that line for three and a half hours! During this time every thirty minutes or so the supervisor (Mike Marino) would walk up and down shouting out different destinations and taking a count of how many people where going where. Eventually (THREE & A HALF HOURS really), the rudest person (Laura) to have ever spoken to me, with an “I’ve been here since 5AM “ attitude. Tells me she can get me on flight 762 to Baltimore at 5? with a connecting flight 759 to Detroit getting in around 10.30pm.
Even though I explained that I could take the soon to be departing flight to Chicago at this gate and connect there to Detroit as one of my associates was doing from Manchester NH.. At 5p the announcement is made that the flight is delayed 2 hours, 10 minutes later good news another plane is coming in and we should leave on time. After another 30 minutes of no plane or announcements I questioned the gate agent ( who’s attitude was even worse than Laura’s) at Gate#17 as to when we might expect to leave, explain that I have been here over 8 hours to travel one gate and that some communication would be nice. She informs that “I am not going to talk to you!” I ask for a Supervisor, “Go over to Gate 21” is my instruction. There was no way I was going to wait in yet another line – I gave up and called [snip], Public Relations Manager for Providence. (Whose information I got from the internet). I left her a message relaying my day of horror with Southwest and told her that I did not expect a reply as it was par for the course for my days dealing with Southwest. Needless, to say no return phone call.
Then called “Public Relations” in Dallas, CLOSED. Called Southwest 800 number to get a phone number for the person in charge of Southwest at Providence, as well as through Southwest Providence Baggage Office and T. F. Green Airport main number to try to make a contact, all to no avail.
Don’t you think that Public Relations should be staffed 24 hours a day or at least while your planes are flying? We the passengers are the ones paying those salaries and are traveling 24 hours a day. Since when did public relations become a 9-5 job?
We board 762 at 6, pull back from the gate and lo and behold, the pilot comes on the intercom “We have a bleeder problem and we are going back to the gate”. Now being into my 9th hour, second plane and I have traveled less than 100’. After 15 minutes we finally get the OK to pull back and off we go.
I understand how weather is beyond everyone’s control, BUT customer service is not, and the backbone of your company. Surely, we passengers should have been informed of developments; some form of order should have been established for rebooking flights. This could not have been the first time weather was been a factor in delaying flights. However, the other airlines were coming and going out of Providence without the troubles of Southwest.