Southwest Proactive Communications
Jun 20, 2011, 4:33 pm
#1
Original Poster
Join Date: Jul 2008
Location: MCO
Programs: Southwest Rapid Rewards
Posts: 791
Southwest Proactive Communications
On Saturday, flying home MCO to ALB, the thunderstorm that'd been threatening all week broke just before take off. The heavens opened, and the downpour began. Consequently, we were kept on the Tarmac a good 90 minutes before we were cleared for takeoff. During this time, the Captain kept us relatively well informed of what was going on, but the FAs were basically no where to be seen - no service, no announcements, etc. I was mildly surprised by that, but it was weather, not something SWA was doing to us of their own accord. So I did my best to sleep on the plane and wait it out. Eventually we got home and everything was fine.
Today, I just got an email from "Southwest Airlines Proactive Communications":
I find two things interesting about this: 1) that they would bother to compensate us at all for what was obviously and purely a weather issue, especially without any complaint on my part. 2) that they don't specify the amount of the LUV voucher that will be sent to me. Are they still figuring out how much to give us? Are they waiting to see how many more complaints come in before determining an amount?
In any event, this was a nicely pleasant surprise from SWA today, and restores just a tiny amount of LUV for my preferred airline.
Today, I just got an email from "Southwest Airlines Proactive Communications":
Greetings from Southwest Airlines:
I regret that your June 18 trip was disrupted by the thunderstorms—more often than not, the weather treats us right which allows us to provide our Customers with the prompt service that they have come to expect. However, we had to wait a little longer than usual on Saturday for the “thumbs up” to depart from Orlando, and we’d like to thank you for your patience throughout this delay.
Although we are unable to control the weather or the rate in which Air Traffic Control manages flight departures, we do have some say in how we show our appreciation for you as a valued Customer. In this spirit, I’m sending you a LUV Voucher* (separately, but to the same e-mail address) as a gesture of goodwill that we invite you to apply toward a future Southwest reservation. You can be sure that we are looking forward to welcoming you back for better air travel experiences in the days ahead.
Sincerely,
Lindsey Duncan
I regret that your June 18 trip was disrupted by the thunderstorms—more often than not, the weather treats us right which allows us to provide our Customers with the prompt service that they have come to expect. However, we had to wait a little longer than usual on Saturday for the “thumbs up” to depart from Orlando, and we’d like to thank you for your patience throughout this delay.
Although we are unable to control the weather or the rate in which Air Traffic Control manages flight departures, we do have some say in how we show our appreciation for you as a valued Customer. In this spirit, I’m sending you a LUV Voucher* (separately, but to the same e-mail address) as a gesture of goodwill that we invite you to apply toward a future Southwest reservation. You can be sure that we are looking forward to welcoming you back for better air travel experiences in the days ahead.
Sincerely,
Lindsey Duncan
In any event, this was a nicely pleasant surprise from SWA today, and restores just a tiny amount of LUV for my preferred airline.
Jun 21, 2011, 8:54 am
#2
Join Date: Oct 2002
Location: LAX AA-EXP, MR-PLT
Posts: 39
I had the same thing about a year ago. Funny, I fly SWA a LOT. I fly AA less and I have gotten more auto notices and free points from AA due to delays and issues than I have with SWA. Then again, SWA is usually spot on with schedules in the West.... says something about the efficiency of their operations.
I was flying out of New Mexico and we hit a bird on take off. Aborted landing, 30 mins delay while brakes cooled and plane was checked out. About an hour total delay. Got a $100 voucher w/o asking.
I was flying out of New Mexico and we hit a bird on take off. Aborted landing, 30 mins delay while brakes cooled and plane was checked out. About an hour total delay. Got a $100 voucher w/o asking.
Dec 18, 2014, 9:40 am
#3
Join Date: Nov 2010
Location: DEN
Programs: UA 1K, AA EXP, WN A+, Marriott LT
Posts: 893
I received one of these about a month ago for a 50 min delay departing BWI. I was kind of surprised I got one for such a relatively short delay. What does WN use as criteria for sending these out? Status? Fare type? How common are these?
Dec 18, 2014, 12:58 pm
#6
Join Date: Nov 2010
Location: DEN
Programs: UA 1K, AA EXP, WN A+, Marriott LT
Posts: 893
Dec 18, 2014, 8:44 pm
#8
Join Date: Feb 2004
Location: USA
Programs: AC SE100K, F9 100k, NK Gold, UA *S, Hyatt Glob, Bonvoy Titanium
Posts: 5,187
So I'd say that members of the media being onboard are a big factor in receiving the vouchers.