MikeS
03-03-2005, 09:31 PM
...and told them how my last two trips were less than what I had expected of them.
In October while many of us were waiting for at least 30 minutes in the "A" section to board the plane the SW attendant taking the boarding passes let some middle-aged person with an "A" boarding pass just stroll onto the plane.
She looked at me, first in line and said, "I usually don't do that but he's only one person!"
"Yeah but you just angered more than just one person in this line." said the steely eyed Disneyholic.
On the next trip, which was Mousefest, Carol's luggage was transformed from a rectangular shape into a triangular shape and busted open. We were not treated very well when we complained and I never received a formal apology from SouthWest. yeah we got a replacement bag...but we no longer have a matching set.
I waited a few weeks before writing a letter to SW rather than fire off a flamed note.
Last week I received a call from SW and talked with a very nice person named Maneesa who apologized over and over again.
From the start of the phone call I told her that my objective was not to receive either free luggage or free airfare but to make them aware that there are "cracks" in their service and that they already had two strikes with me.
I also said that I could very well be the tip of the iceberg and that others may have had a poor experience but may not write but just use another carrier.
Of course I knew what was coming next. She said they had checked to see if I was a Rapid Rewards Customer and I am and she said that several trips were not credited to my account...she said that they recently took care of that and wouldn't you know...I have earned a free trip.
She also said that she noticed Carol wasn't a registered Rapid Rewards member and asked if she could open an account for Carol. She said that since Carol had traveled with airfare purchased while I was a RR member that she should be attributed points as well.
Carol now has 11 points...you need only 16 for free airfare (one trip).
I'm pretty sure this RR stuff would not have happened had I not written the letter.
The point in posting this story is to just let everyone know that writing a letter to an airline or even Walt Disney World with a complaint or praise is worth the time.
In October while many of us were waiting for at least 30 minutes in the "A" section to board the plane the SW attendant taking the boarding passes let some middle-aged person with an "A" boarding pass just stroll onto the plane.
She looked at me, first in line and said, "I usually don't do that but he's only one person!"
"Yeah but you just angered more than just one person in this line." said the steely eyed Disneyholic.
On the next trip, which was Mousefest, Carol's luggage was transformed from a rectangular shape into a triangular shape and busted open. We were not treated very well when we complained and I never received a formal apology from SouthWest. yeah we got a replacement bag...but we no longer have a matching set.
I waited a few weeks before writing a letter to SW rather than fire off a flamed note.
Last week I received a call from SW and talked with a very nice person named Maneesa who apologized over and over again.
From the start of the phone call I told her that my objective was not to receive either free luggage or free airfare but to make them aware that there are "cracks" in their service and that they already had two strikes with me.
I also said that I could very well be the tip of the iceberg and that others may have had a poor experience but may not write but just use another carrier.
Of course I knew what was coming next. She said they had checked to see if I was a Rapid Rewards Customer and I am and she said that several trips were not credited to my account...she said that they recently took care of that and wouldn't you know...I have earned a free trip.
She also said that she noticed Carol wasn't a registered Rapid Rewards member and asked if she could open an account for Carol. She said that since Carol had traveled with airfare purchased while I was a RR member that she should be attributed points as well.
Carol now has 11 points...you need only 16 for free airfare (one trip).
I'm pretty sure this RR stuff would not have happened had I not written the letter.
The point in posting this story is to just let everyone know that writing a letter to an airline or even Walt Disney World with a complaint or praise is worth the time.