iowaman
Posts: 3878
Joined: Thu May 20, 2004 2:29 am

Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 8:06 am

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!
 
Cactus739
Posts: 2245
Joined: Mon Jan 19, 2004 6:41 am

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 8:11 am

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
 
HT
Posts: 5857
Joined: Sat May 07, 2005 6:20 am

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 8:18 am

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 !
 
IADLHR
Posts: 612
Joined: Wed Apr 27, 2005 10:25 pm

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 8:20 am

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.
 
rw717
Posts: 205
Joined: Sat Sep 23, 2006 11:05 am

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 8:32 am

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
 
QXatFAT
Posts: 2310
Joined: Fri Feb 24, 2006 3:51 pm

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 10:27 am

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!
 
TLG
Posts: 364
Joined: Sun Jul 17, 2005 3:41 pm

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 11:57 am

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
 
ltbewr
Posts: 12360
Joined: Thu Jan 29, 2004 1:24 pm

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 12:13 pm

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.
 
Chi-town
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Joined: Fri Sep 08, 2000 1:29 am

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 12:26 pm

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.
 
AlexPorter
Posts: 1655
Joined: Mon Jan 16, 2006 11:10 am

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 12:29 pm

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.
Last Flight: SCX701 MSP-PHX B738 8Jan2008
 
silentbob
Posts: 1537
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RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 12:53 pm

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.
 
YYZatcboy
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RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 1:18 pm

Good to hear stories like this. Makes me happy to be a WN shareholder.
DHC1/3/4 MD11/88 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
 
HPAEAA
Posts: 875
Joined: Mon May 08, 2006 7:24 am

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 1:34 pm

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???
 
bagoldex
Posts: 269
Joined: Thu Jan 25, 2007 3:33 pm

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 1:54 pm

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.
 
BA747400
Posts: 381
Joined: Tue Feb 24, 2004 6:29 am

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 1:58 pm

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
 
AirTranTUS
Posts: 3313
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RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 2:09 pm

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.
I love ASO!
 
jetjeanes
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RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 2:11 pm

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
 
atrude777
Posts: 4258
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RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 2:23 pm

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!
 
bagoldex
Posts: 269
Joined: Thu Jan 25, 2007 3:33 pm

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 2:23 pm

I fly BA and DL weekly and have never had a problem, but if I did I would promptly raise bloody hell.
 
HPAEAA
Posts: 875
Joined: Mon May 08, 2006 7:24 am

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 2:32 pm

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???
 
Chi-town
Posts: 893
Joined: Fri Sep 08, 2000 1:29 am

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 2:35 pm

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.
 
grantcv
Posts: 410
Joined: Tue Apr 26, 2005 1:28 pm

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 2:38 pm

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.
 
bagoldex
Posts: 269
Joined: Thu Jan 25, 2007 3:33 pm

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 2:43 pm

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.
 
Chi-town
Posts: 893
Joined: Fri Sep 08, 2000 1:29 am

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 2:44 pm

"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]
 
AirTranTUS
Posts: 3313
Joined: Tue Jun 21, 2005 9:12 am

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 2:49 pm

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.
I love ASO!
 
bagoldex
Posts: 269
Joined: Thu Jan 25, 2007 3:33 pm

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 2:53 pm

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 service or quality, it was more about just getting there.
 
concorde1518
Posts: 723
Joined: Thu May 17, 2001 12:02 pm

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 3:23 pm

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 loading your luggage. It's like the guy that parks his S-Class on the street in Manhattan and has a fit when he finds a bunch of door dings and love taps upon his return.



...oh BTW, great job for Southwest, and another reason that I'll always fly them as well. They screwed up (it happens to every business in every industry) and the rectified the situation with a smile.

[Edited 2007-02-12 07:28:46]
 
planespotting
Posts: 3026
Joined: Sat Apr 17, 2004 4:54 am

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 3:25 pm

Quoting BAGoldEx (Reply 13):
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.

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 don't damage bags and it is foolish for anyone to fly on an airline not on this list and be surprised when they damage your bag.

oh, and my apologies for the sarcasm, I just find it odd when passengers have unreasonable service expectations -- i.e. expecting nothing to ever go wrong with anything during the experience as well as basing everything about an airline on one negative experience.

They screwed up with your bag, acknowledged it and gave you compensation. It isn't often any corporation will outright acknowledge its liability when something goes wrong, so consider yourself lucky you flew with an airline with enough integrity to attempt to fix a problem it caused.
Do you like movies about gladiators?
 
apollo13
Posts: 559
Joined: Sun Oct 29, 2000 1:04 pm

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 3:27 pm

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 members. This is the ONLY airline i have ever flown on that employs people who care so much about the customer and this might be an old statement, but "its the main thing that keeps southwest above the others in customer service".
 
jetdeltamsy
Posts: 2688
Joined: Tue Nov 14, 2000 11:51 am

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 3:29 pm

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 damaged bags anymore.
Tired of airline bankruptcies....EA/PA/TW and finally DL.
 
flyer737sw
Posts: 137
Joined: Thu Oct 28, 2004 12:04 pm

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 3:38 pm

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 unfortunate, but true...Every situation is different when a bag gets wrecked, but I do know that there are replacement bags in our baggage office...From time to time I actually see replacement luggage comming off of the plane...Wn's motto is to make the customer happy in the least timely fashion...Simplicity is the key...Sorry to hear about your dads inconvience, but am glad, that he was happy with the service...

Kev
 
loalq
Posts: 189
Joined: Fri Jan 12, 2007 6:24 pm

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 6:20 pm

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 complaining...

I wonder if this cost is actually born the airlines, since, as far as I know, they do not handle the bags themselves (Swissport, Jet Aviation, etc -- at least in Europe, don't know about US).

And on the other side, I wonder what would happen if someone goes after compensation over damages to his/her US$2,000 Louis Vuitton bag...and yes, I have seen many many people checking in those...
"...this is your captain speaking. We have a small problem. All four engines have stopped."
 
Silver1SWA
Crew
Posts: 4455
Joined: Wed Mar 10, 2004 6:11 pm

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 6:47 pm

Quoting BAGoldEx (Reply 22):
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.

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 you know a handler was responsible? Sometimes the bag and all of it's little accessories that dangle freely are the bags worst enemy. I'm talking zippers, locks, straps etc. Severe damage is often caused by a bag getting stuck somewhere in the machinery that handles it...not some careless ramper that has no regard for someones personal belongings and enjoys kicking, dragging, jumping on bags etc...

Good luck finding that perfect airline that has never had a bag destroyed in their possession. No such airline exists.
ALL views, opinions expressed are mine ONLY and are NOT representative of those shared by Southwest Airlines Co.
 
chuchoteur
Posts: 609
Joined: Tue Sep 12, 2006 9:17 pm

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 7:54 pm

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 another... followed by my completely busted bag.

I got a plastic bag for my troubles...

... and eventually reimbursed at a muuuuch later stage
 
chris133
Posts: 220
Joined: Thu Oct 13, 2005 10:41 am

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 11:53 pm

Quoting LTBEWR (Reply 7):
I am quite sure the on-hand bags are more like one would find at Wal-Mart

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 have order some myself since they are good bags. Most of the time they are better quality than the bags that were damaged and the people are happy to just trade and not get thiers repaired.
 
WNCrew
Posts: 871
Joined: Tue Jun 06, 2006 11:22 pm

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 11:58 pm

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 such a complex about yourself. I am glad you don't fly WN.....we don't put up with attitudes like yours. A BIG difference at WN is that the company does not expect it's employees to put up with drama and crap from it's pax....then those people who really DO want good service are the ones who are left over.
ALL views, opinions expressed are mine ONLY and are NOT representative of those shared by Southwest Airlines Co.
 
burnsie28
Posts: 5026
Joined: Mon Aug 02, 2004 1:49 am

RE: Why My Dad Is A Loyal Southwest Flyer

Mon Feb 12, 2007 11:58 pm

Quoting Cactus739 (Reply 1):
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.

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 for a exciting vacation to Amarillo, Texas.
 
iowaman
Posts: 3878
Joined: Thu May 20, 2004 2:29 am

RE: Why My Dad Is A Loyal Southwest Flyer

Tue Feb 13, 2007 1:57 am

Quoting Burnsie28 (Reply 36):
And Iowaman, this is why your dad doesn't go anywhere cool, because he sticks with WN and can redeem his FFP for a exciting vacation to Amarillo, Texas.

You can't be serious?

Cruises out of FLL. ATA to Hawaii. Southwest flies to much more exciting places that that.
 
socalfive
Posts: 474
Joined: Sat Mar 10, 2001 5:37 am

RE: Why My Dad Is A Loyal Southwest Flyer

Tue Feb 13, 2007 2:22 am

Quoting WNCrew (Reply 35):
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 such a complex about yourself. I am glad you don't fly WN.....we don't put up with attitudes like yours. A BIG difference at WN is that the company does not expect it's employees to put up with drama and crap from it's pax....then those people who really DO want good service are the ones who are left over.

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 reason. Every airline screws up baggage now and then and often times it's conveyor equipment that is the cause, not the rampers. I suggest you get over yourself and grow up BAGold, you're just a kid and you're not impressing anybody over the age of 16.
 
barney captain
Posts: 1380
Joined: Tue Nov 06, 2001 5:47 pm

RE: Why My Dad Is A Loyal Southwest Flyer

Tue Feb 13, 2007 2:28 am

Quoting BAGoldEx (Reply 22):
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.

In every service industry, things happen that are unfortunate. It happens at restaurants, it happens at department stores, it happens with airlines. Things happen - life doesn't come with a no-hassle guarantee.

I've always felt that it's not what went wrong that matters nearly as much as how the situation was rectified.
Southeast Of Disorder
 
flybyguy
Posts: 1415
Joined: Sun Jun 27, 2004 12:52 pm

RE: Why My Dad Is A Loyal Southwest Flyer

Tue Feb 13, 2007 2:48 am

Quoting BAGoldEx (Reply 13):
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.

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 replace your baggage immediately, but there are a lot of people out there who travel with quality luggage worth well over $200... and a Walmart bag just won't do. I think for those people, Southwest and the passenger would be better served if the Baggage Services just wrote a check.

In Southwest's defense though, if you are traveling with 3K worth of designer clothing, wouldn't it behoove you to get extra travelers insurance? This is especially needed when you fly discount airlines that may not have favourable compensation rules for high-end passengers.
"Are you a pretender... or a thoroughbred?!" - Professor Matt Miller
 
ultrapig
Posts: 566
Joined: Fri Dec 12, 2003 11:38 pm

RE: Why My Dad Is A Loyal Southwest Flyer

Tue Feb 13, 2007 3:11 am

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 complained about the hardness of the seat and they gave me a tube of preparation H-now I am a perfect as*h*ole-

Of course I'm kidding but anecdotal stories about one experinece don't mean much.
 
EWRCabincrew
Posts: 4306
Joined: Mon May 08, 2006 2:37 am

RE: Why My Dad Is A Loyal Southwest Flyer

Tue Feb 13, 2007 3:29 am

Quoting BAGoldEx (Reply 13):
ruined tumi and enclosed suit, tie, shoes and dress shirt worth about 3k total.

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.

Quoting BA747400 (Reply 14):
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



Quoting BA747400 (Reply 14):
No complaints though!
Mike

 rotfl 

I usually check my bags. Even as crew. It is just easier than schlepping it. I have had it "lost", but it did who up later. C'est la vie. As for damage, sh** happens. Nothing is perfect, if it was, we wold have nothing to complain about (but then again...)
You can't cure stupid
 
mypaks
Posts: 12
Joined: Fri Jan 12, 2007 4:40 am

RE: Why My Dad Is A Loyal Southwest Flyer

Tue Feb 13, 2007 4:54 am

This is just a brilliant Idea. They are thinking like a customer. I love SW.
 
floridaflyboy
Posts: 1496
Joined: Sat Jun 03, 2006 3:26 pm

RE: Why My Dad Is A Loyal Southwest Flyer

Tue Feb 13, 2007 6:11 am

Quoting BAGoldEx (Reply 22):
But they were paid not to destroy the luggage and my personal property

Accidents happen. There is no way for them to NEVER damage a single bag. It's life. These people are only human.
Good goes around!
 
Tango-Bravo
Posts: 2887
Joined: Sun Jun 17, 2001 1:04 am

RE: Why My Dad Is A Loyal Southwest Flyer

Tue Feb 13, 2007 6:26 am

Quoting LTBEWR (Reply 7):
That's great customer service.

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 customers alike.
 
AirTranTUS
Posts: 3313
Joined: Tue Jun 21, 2005 9:12 am

RE: Why My Dad Is A Loyal Southwest Flyer

Tue Feb 13, 2007 8:30 am

Quoting Flybyguy (Reply 40):
but there are a lot of people out there who travel with quality luggage worth well over $200

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.
I love ASO!
 
WNCrew
Posts: 871
Joined: Tue Jun 06, 2006 11:22 pm

RE: Why My Dad Is A Loyal Southwest Flyer

Tue Feb 13, 2007 8:46 am

Quoting AirTranTUS (Reply 46):

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're turning your luggage over to an operation that handles THOUSANDAS of bags per day to HUNDREDS of destinations...what do you think, they put on their white gloves and carry JUST your bags to the plane? As if!
ALL views, opinions expressed are mine ONLY and are NOT representative of those shared by Southwest Airlines Co.
 
bagoldex
Posts: 269
Joined: Thu Jan 25, 2007 3:33 pm

RE: Why My Dad Is A Loyal Southwest Flyer

Tue Feb 13, 2007 11:18 am

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 martini, do I just shut up and drink it, of course not, I send it back, get what I ordered and then skip out on the check. If you pay for something, mediocrity is not an acceptable outcome. Humans are human, but constantly screwing up is a personal failure. If I only had a 20% return last year, what would I do, just tell my clients, I'm human, no, I would get fired, but last year I was way up so I jacked up my fees instead.

I probably should have insured the luggage or shipped it fedex but I had never had this happen though and didn't expect them to foul it up so badly as running a bag over just seemed so stupid. On the other hand I wasn't going to travel on southwest in a burberry suit, that would have looked absurd and I expected for sure that I would have been robbed by the type of person who typically seems to travel with them(I no longer believe everyone who flies southwest is a slack-jaw, nascar loving, shotgun toting redneck, but they are never the less known for accommodating that population more so than say United PS or SIA) In retrospect, I would have been fine as surely nobody on that flight would have had any interest in a suit other than one with the prefix jogging or leisure.
 
N200WN
Posts: 694
Joined: Thu Feb 03, 2005 7:09 am

RE: Why My Dad Is A Loyal Southwest Flyer

Tue Feb 13, 2007 11:44 am

Quoting BAGoldEx (Reply 22):
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.

Wow, how nice it must be to exist in your perfect world.

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

Shoddy product, "shotty" spelling...I guess you do make mistakes after all.

Quoting BAGoldEx (Reply 18):
I fly BA and DL weekly and have never had a problem, but if I did I would promptly raise bloody hell.

Many times there are valid reasons to complain and it's possible to do so without raising "bloody hell." My thoughts and prayers are with the poor BA and DL employees whom encounter you.

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