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Why My Dad Is A Loyal Southwest Flyer  
User currently offlineIowaman From United States of America, joined May 2004, 4312 posts, RR: 6
Posted (7 years 2 months 5 days 21 hours ago) and read 8829 times:
AIRLINERS.NET CREW
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So, my dad flew LAS-STL on January 31, and to make a long story short, they somehow damaged his brand new checked bag pretty badly (corner bashed in, handle ripped off, side ripped open). As it came around the carousel, he took it off and started inspecting the damage, when a skycap came over and said "take that to the southwest baggage office over there, they will probably compensate somehow" and so he did. When he got there and they saw it, they took him back to a whole room full of brand new bags, with Southwest baggage tags already on them, and told him to pick out any bag he wanted similar in size. After he did, he moved all his stuff to the new bag, gave them the old bag, and was on his way, all in less than 10 minutes.

When I heard that, I was shocked that they even had a room full of new bags and would let him exchange it out on the spot, with basically no questions asked. I've never heard of another airline doing this on the spot like that, and the last time my mom had a damaged bag, a certain airline with a hub in MIA took days to even get anything done, then it was a huge hassle to get a new bag. What great Customer Service/Relations Southwest!

58 replies: All unread, showing first 25:
 
User currently offlineCactus739 From United States of America, joined Jan 2004, 2430 posts, RR: 31
Reply 1, posted (7 years 2 months 5 days 21 hours ago) and read 8812 times:

Interesting story, one I've never heard before....good job to Southwest.... service like that is what keeps people booking them time and again...

however as this is a WN thread... I predict...

4 responses before someone complains about WN flight attendants.
6 responses before someone complains about no PTV or IFE.
10 responses before someoen points out they don't always have the lowest fare.
2 responses before someone compares them to jetBlue.

 coffee 



You can't fix stupid.... - Ron White
User currently offlineHT From Germany, joined May 2005, 6525 posts, RR: 25
Reply 2, posted (7 years 2 months 5 days 21 hours ago) and read 8764 times:

Awsome !
THAT really is something our european LCC's could adopt, but apparently deliberately have not done !

WN still is able to impress me; last time was when I had to use their online-tool to cancel flights.
Even the cheapest fares booked are able to be used as credit for other flights (currently I have a total of $514.30 on credit at WN) . Try that in Europe ...:You will have to pay for changing flights and (in most cases) never get any refund.
-HT



Carpe diem ! Life is too short to waste your time ! Keep in mind, that today is the first day of the rest of your life !
User currently offlineIADLHR From Italy, joined Apr 2005, 721 posts, RR: 0
Reply 3, posted (7 years 2 months 5 days 21 hours ago) and read 8755 times:

Over the years I have heard a few stories like this, all about WN. However, all the stories were like 3rd and 4th hand. It was always somebody knew somebody who knew somebody etc. I just assumed that things got twisted around in th retelling of the story. Reading this story, those stories were. Im sure, probably true. I have never heard of this happening at any other airline anywhere else in the world. What a fantastic way to continue to build customer loyalty.

User currently offlineRW717 From United States of America, joined Sep 2006, 287 posts, RR: 0
Reply 4, posted (7 years 2 months 5 days 21 hours ago) and read 8710 times:

I have worked baggage service at various airlines, and we always had a few replacement bags on hand for situations such as this.


Reno Air - The Biggest Little Airline in the World
User currently offlineQXatFAT From Israel, joined Feb 2006, 2404 posts, RR: 5
Reply 5, posted (7 years 2 months 5 days 19 hours ago) and read 8468 times:

Quoting RW717 (Reply 4):
I have worked baggage service at various airlines, and we always had a few replacement bags on hand for situations such as this.

My buddy just flew on CO to AMS and his bag was pretty messed up as well. CO then took him to a room and gave him a piece of luggage that was more expensive then what he had paid for his. So other airlines do do this. But good job WN to keeping things calm.



Don't Tread On Me!
User currently offlineTLG From United States of America, joined Jul 2005, 364 posts, RR: 0
Reply 6, posted (7 years 2 months 5 days 17 hours ago) and read 8268 times:

My uncle & I were enroute to ORD from BUD on BA, with an overnight stop in London. When he realized his bag was damaged upon claiming it at LHR he took it to a BA baggage service counter, and they gave him a new one on the spot.

-TLG


User currently offlineLTBEWR From United States of America, joined Jan 2004, 12878 posts, RR: 12
Reply 7, posted (7 years 2 months 5 days 17 hours ago) and read 8210 times:

That's great customer service. When one's bag is damaged pretty badly, they will need an intact bag promptly to continue on their journey, especially away from home. I am quite sure the on-hand bags are more like one would find at Wal-Mart, but then for many, such a replacement would be an upgrade from their previous bag and and well worth the preventing the hassle of claims and what one would get in a claim. Such a policy, where available, probably saves a the airlines that have this lots of employee time and claims costs as well as great public relations in a stressful situation.

User currently offlineChi-town From United States of America, joined Sep 2000, 971 posts, RR: 5
Reply 8, posted (7 years 2 months 5 days 17 hours ago) and read 8162 times:

Quoting Cactus739 (Reply 1):
however as this is a WN thread... I predict...

4 responses before someone complains about WN flight attendants.
6 responses before someone complains about no PTV or IFE.
10 responses before someoen points out they don't always have the lowest fare.
2 responses before someone compares them to jetBlue.

LOL

Anyways, Things like this make me love Southwest. I love flying them.


User currently offlineAlexPorter From , joined Dec 1969, posts, RR:
Reply 9, posted (7 years 2 months 5 days 17 hours ago) and read 8152 times:

Customer service is one of WN's biggest selling points besides airfares. In the last Zagat domestic airline survey (2005), Southwest was rated higher (in economy) than each of the six majors except for Continental. And of course, WN doesn't have IFE or any decent food besides small snacks, which means that the bulk of their points came from their usually great customer service that many of the other airlines don't have. Low fares and service better than most of the majors are two big reasons for Southwest's success.

User currently offlineSilentbob From United States of America, joined Aug 2006, 1962 posts, RR: 1
Reply 10, posted (7 years 2 months 5 days 16 hours ago) and read 8079 times:

How do you rip the handle off of a garbage bag? Sorry, I couldn't resist. Nice story and glad to hear they took care of your father, as well as the other stories.

User currently offlineYYZatcboy From Canada, joined Apr 2005, 1003 posts, RR: 0
Reply 11, posted (7 years 2 months 5 days 16 hours ago) and read 7889 times:
AIRLINERS.NET CREW
CUSTOMER SERVICE & SUPPORT

Good to hear stories like this. Makes me happy to be a WN shareholder.


DHC1/3/4 MD88 L1011 A319/20/21/30 B727 735/6/7/8/9 762/3 E175/90 CRJ/700/705 CC150. J/S DH8D 736/7/8
User currently offlineHPAEAA From United States of America, joined May 2006, 1024 posts, RR: 2
Reply 12, posted (7 years 2 months 5 days 16 hours ago) and read 7730 times:

Quoting Iowaman (Thread starter):
when a skycap came over and said "take that to the southwest baggage office over there, they will probably compensate somehow" and so he did. When he got there and they saw it, they took him back to a whole room full of brand new bags, with Southwest baggage tags already on them, and told him to pick out any bag he wanted similar in size. After he did, he moved all his stuff to the new bag, gave them the old bag, and was on his way, all in less than 10 minutes.

When I heard that, I was shocked that they even had a room full of new bags and would let him exchange it out on the spot, with basically no questions asked. I've never heard of another airline doing this on the spot like that, and the last time my mom had a damaged bag, a certain airline with a hub in MIA took days to even get anything done, then it was a huge hassle to get a new bag. What great Customer Service/Relations Southwest!

Both carrier's I worked for did the same thing... if it was blatently our fault, we had the bages to swap... not that uncommon...



Why do I fly???
User currently offlineBAGoldEx From United States of America, joined Jan 2007, 311 posts, RR: 0
Reply 13, posted (7 years 2 months 5 days 15 hours ago) and read 7542 times:

The fact that one's luggage is damaged should be precisely the reason NOT to fly that airline. That's splendid though that your father got some new luggage, I did too when I flew them(funeral, no other choice, would have gladly hitch hiked in retrospect) and they gave me this sweet k-mart american tourister in exchange for my ruined tumi and enclosed suit, tie, shoes and dress shirt worth about 3k total. That was really the tops, being stuck in Melbourne, Florida in August with a cheap and poorly fitting wool suit from JC Penney. Thanks Southwest, you're the best!!!!

My apologies for the sarcasm, I just find the excessive praise for a shotty product rather odd.


User currently offlineBA747400 From United States of America, joined Feb 2004, 428 posts, RR: 3
Reply 14, posted (7 years 2 months 5 days 15 hours ago) and read 7511 times:

Well, their flight attendants stink, they dont have any PTV's, they dont always have the lowest fares and jet blue is way better. lol

That really is good though, i flew AA from MAN just over a year ago and was VERY unimpressed with how they handled my damaged bag situation. (Dont even get me started about AA lol) I've never heard of this kind of thing before, perhaps they have a deal with baggage companies or something? Most of the time they just give you a voucher for the airline or offer to fix it, so your dad lucked out big time! And above all, this wasn't even at a WN hub! If they planned on doing this kind of thing, i would expect it at LAX, MDW, or BWI, but not at a smaller operation facility.

No complaints though!
Mike


User currently offlineAirTranTUS From , joined Dec 1969, posts, RR:
Reply 15, posted (7 years 2 months 5 days 15 hours ago) and read 7436 times:

Quoting BAGoldEx (Reply 13):
The fact that one's luggage is damaged should be precisely the reason NOT to fly that airline.

I guess you should never travel by air then, since they all destroy bags. If you stop flying one for that reason, you will get bags damaged by every other carrier and you will be left with the options of Greyhound, Amtrak, driving, or walking; and driving is the best of those options.

Kudos to WN in this case.


User currently offlineJetJeanes From United States of America, joined Oct 2004, 1429 posts, RR: 1
Reply 16, posted (7 years 2 months 5 days 15 hours ago) and read 7426 times:

The bags are more than likely unclaims or lost bags over a period of what is 160 days they trash the contents and keep the bags..at the out post staion


i can see for 80 miles
User currently offlineAtrude777 From United States of America, joined Aug 2003, 5686 posts, RR: 52
Reply 17, posted (7 years 2 months 5 days 15 hours ago) and read 7328 times:

Quoting BAGoldEx (Reply 13):
My apologies for the sarcasm, I just find the excessive praise for a shotty product rather odd.

Must not be that shoddy if over 80 million people choose to fly them, therefore making them the largest Airline in the Country.



and I have had my bags DAMAGED at AA, and messed up with TWA and SWA also.

It happens with every airline.

Alex



Good things come to those who wait, better things come to those who go AFTER it!
User currently offlineBAGoldEx From United States of America, joined Jan 2007, 311 posts, RR: 0
Reply 18, posted (7 years 2 months 5 days 15 hours ago) and read 7328 times:

I fly BA and DL weekly and have never had a problem, but if I did I would promptly raise bloody hell.

User currently offlineHPAEAA From United States of America, joined May 2006, 1024 posts, RR: 2
Reply 19, posted (7 years 2 months 5 days 15 hours ago) and read 7251 times:

Quoting BAGoldEx (Reply 13):
the reason NOT to fly that airline. That's splendid though that your father got some new luggage, I did too when I flew them(funeral, no other choice, would have gladly hitch hiked in retrospect) and they gave me this sweet k-mart american tourister in exchange for my ruined tumi and enclosed suit, tie, shoes and dress shirt worth about 3k total. That was really the tops, being stuck in Melbourne, Florida in August with a cheap and poorly fitting wool suit from JC Penney. Thanks Southwest, you're the best!!!!

My apologies for the sarcasm, I just find the excessive praise for a shotty product rather odd.



Quoting BA747400 (Reply 14):
i flew AA from MAN just over a year ago and was VERY unimpressed with how they handled my damaged bag situation. (Dont even get me started about AA lol) I've never heard of this kind of thing before, perhaps they have a deal with baggage companies or something? Most of the time they just give you a voucher for the airline or offer to fix it,

Wow, I'll admit they've lot my bags on 3 of the last 5 trips (AA)... but when I needed they were very accomidating... I always carried 2-3 days of clothes with me.. but beyond that they were willing to pay for my clothes beyond that... the last time I flew in to the city early for personal visits, and only took leasure clothes, when my bags diappeared, and after 24 hours I called the baggage line expresses my conern, and the agent agreeed that it was likely my bags wouldn't show up in time, and after checking with here sup she authed me to purchase upto 250 in replacement clothes for the first day, and 60 each day there after... granted my bags showed up just in the nick of time, but still, I was impressed when they responded that they would pay to replace my business clothed (my brand) if they weren't there...

Quoting JetJeanes (Reply 16):
The bags are more than likely unclaims or lost bags over a period of what is 160 days they trash the contents and keep the bags..at the out post staion

nope... the ones we had on hand at both AA and HP were fresh from the factory.. origional tags still attached... don't assume we were that cheap...



Why do I fly???
User currently offlineChi-town From United States of America, joined Sep 2000, 971 posts, RR: 5
Reply 20, posted (7 years 2 months 5 days 15 hours ago) and read 7227 times:

Quoting AirTranTUS (Reply 15):
The fact that one's luggage is damaged should be precisely the reason NOT to fly that airline.

Wow.....see the thing is...they realized they damaged the luggage and it was their fault. Being a good customer service company, they went above and beyond to make up for the destroyed luggage.


User currently offlineGrantcv From United States of America, joined Apr 2005, 429 posts, RR: 0
Reply 21, posted (7 years 2 months 5 days 15 hours ago) and read 7206 times:

My business partner had the exact same experience with Southwest. When his bag came out, the handle was cracked in two. He took it over to the Southwst office and a few minutes came back with a great big smile on his face. His old bag was replaced with a nice new one, better than what he had brought in. Problem solved in minutes rather than months. No angry letters, frustrated customer, and the expense that comes with all that. And a customer for life.

User currently offlineBAGoldEx From United States of America, joined Jan 2007, 311 posts, RR: 0
Reply 22, posted (7 years 2 months 5 days 14 hours ago) and read 7176 times:

But they were paid not to destroy the luggage and my personal property, does anyone here have standards? Going above and beyond would be docking that baggage handler the cost of my luggage and its damaged contents. A substantially lighter paycheck here and there would certainly make those people a bit more careful with other people's things.

User currently offlineChi-town From United States of America, joined Sep 2000, 971 posts, RR: 5
Reply 23, posted (7 years 2 months 5 days 14 hours ago) and read 7162 times:

"I did too when I flew them(funeral, no other choice, would have gladly hitch hiked in retrospect) and they gave me this sweet k-mart american tourister in exchange for my ruined tumi and enclosed suit, tie, shoes and dress shirt worth about 3k total. That was really the tops, being stuck in Melbourne, Florida in August with a cheap and poorly fitting wool suit from JC Penney. Thanks Southwest, you're the best!!!!

My apologies for the sarcasm, I just find the excessive praise for a shotty product rather odd."





Aww poor baby, your 3K suit. I cant stand people like you who brag about what your suit is worth. Like WN was purposely trying to lose/damage your luggage?? At least, they gave you a piece of luggage. They could have said, sorry, you're SOL and told you to go away. Its the effort that matters, they realized they messed up and tried to do a little something about it.

Just one question, if you are so "rich" with our 3k suit and cant shop at JC Penny or K-Mart then why did you fly Southwest? SURELY you could have spent a little extra to fly on UA, AA, or CO.

My apologies for the sarcasm

[Edited 2007-02-12 06:47:59]

[Edited 2007-02-12 06:48:23]

User currently offlineAirTranTUS From , joined Dec 1969, posts, RR:
Reply 24, posted (7 years 2 months 5 days 14 hours ago) and read 7138 times:

Quoting Chi-town (Reply 20):
Quoting AirTranTUS (Reply 15):
The fact that one's luggage is damaged should be precisely the reason NOT to fly that airline.

Wow.....see the thing is...they realized they damaged the luggage and it was their fault. Being a good customer service company, they went above and beyond to make up for the destroyed luggage.

Please notice that I did NOT write what you quoted. You quoted what I quoted from BAGoldEx. I agree with what you are saying.


25 BAGoldEx : Short notice, no other flights available. This was back in 2003 and I didn't do 5% of the flying I do now, so I didn't really care that much about ser
26 Concorde1518 : i'm sorry... I like a nice bag too, but why anyone would check that nice of a bag is moronic. Carry on, or hire netjets so you can lord over them load
27 Planespotting : Yes, obviously southwest is one of the only airlines to ever damage a bag -- everyone knows that there is a published list of airlines out there who
28 Apollo13 : I fly southwest at least 10 times a year so visit family in Chicago and St. Louis. I have NEVEr had a hard time with the airline or any of its staff m
29 Jetdeltamsy : That's a nice outcome for you dad. I'm glad for him. It is unfortunate that due to today's proliferation of dimestore luggage, airlines con't repair d
30 Flyer737sw : Being a ramper, and working for WN, I can say that not every bag is going to return to its customer the same way when they checked it in...Its unfortu
31 Loalq : Interesting story and one that I have never heard of before. I had my share of damaged bags but all I got was some money after quite some time complai
32 Silver1SWA : You know, folks would be very surprised to see what kind of environment a bag passes through once it leaves that ticket counter. Ok genius, how do yo
33 Chuchoteur : Flying AF to MAN, I once had the surprise of discovering my luggage arriving piecemeal on the caroussel... pair of jeans on one side... shirts on anot
34 Chris133 : When did Wal-Mart start selling high end Travel Pro bags (mostly the same model that Flight Attendants use) Thats what the replacement bags are. I ha
35 WNCrew : BAGoldEx : Look, it has to be said, judging by your post you seem a little stuck on yourself, one of those customers who is NEVER happy b/c you have s
36 Burnsie28 : I will add one thats not on your list. And Iowaman, this is why your dad doesn't go anywhere cool, because he sticks with WN and can redeem his FFP f
37 Iowaman : You can't be serious? Cruises out of FLL. ATA to Hawaii. Southwest flies to much more exciting places that that.
38 Socalfive : And Thank God for small Favors. In all my flying experience I see a lot fewer of these kinds of assholes on Southwest and in my midst for that very r
39 Barney Captain : In every service industry, things happen that are unfortunate. It happens at restaurants, it happens at department stores, it happens with airlines.
40 Flybyguy : I have to agree with this... a new bag from Walmart is not always adequate compensation for all passengers. It is a nice gesture that Southwest would
41 Ultrapig : I was on a SW flight fom LAS to StL. I was very uncomfortable, the seat was hard and my posterior was very sore. When I got to baggage claim I complai
42 Post contains images EWRCabincrew : That is a lot of money for a suitcase, and outfit. I would have worn it and then sent it for dry cleaning or sent it FedEx, next day air. I usually c
43 Mypaks : This is just a brilliant Idea. They are thinking like a customer. I love SW.
44 Floridaflyboy : Accidents happen. There is no way for them to NEVER damage a single bag. It's life. These people are only human.
45 Tango-Bravo : Not only great customer service by Southwest... also a great way to reduce costs as well as less stress imposed on their customer service staff and c
46 AirTranTUS : If you are going to buy luggage that costs that much, then you had better buy something durable or it is just not worth it.
47 WNCrew : You're right! If you're travelling with pricey luggage and expecting it to be UNscathed...you're being UNrealistic. Come on people, common sense, you
48 BAGoldEx : Yeah, paying for a service and having it performed correctly is a ridiculous expectation. If I go to a bar and order a gin martini and I get a vodka m
49 N200WN : Wow, how nice it must be to exist in your perfect world. Shoddy product, "shotty" spelling...I guess you do make mistakes after all. Many times there
50 Post contains images Lucky42 : Remember folks if you are flying NWA don't be afraid to try the dumpsters you can sometimes find some very good items in there if we should lose your
51 Barney Captain : Class act. Just for the record, and as evidenced by your 1st quote, money cant buy you class.
52 Flybyguy : Expensive bags are indeed durable, but no bag survives American baggage handlers for long... but more expensive bags may last about a year or two wit
53 WNCrew : You sound very inecure throwing your MONEY all over the place. WE DON'T CARE...and I assure you neither does anyone else. You are worth no more than
54 Post contains images Pilotdude09 : Well AA doesnt do anything like that. Ruined 10 suitcases all up over 3 flights, and the stupid cow at LAX said that there was nothing she could do. W
55 AirTranTUS : So do the NW employees at IAH go through the dumpsters which have CO luggage in them? Then you can get a new suitcase as well.
56 Maverick623 : So one of your bags got torn up, and suddenly the airline screws up at everything? As a baggage handler for US, I have taken offense to everything yo
57 ONTFlyer : You'd actually have to be a human being to tell your clients that. Until then, I hope the high horse you're on doesn't break down and throw you off,
58 Socalfive : Well I suggest you get back to work handling my money BOY, seems you're spending too much time playing on the Internet discussing things you know lit
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