Dear Southwest Gabe,

I have researched the new 5 minute call criteria. Today, I called in on my
A+ list special number. I asked for a supervisor and advised the phone rep I had a question for management.
After verifying my RR info I was promptly transferred to a supervisor. My question was is there a guideline for a 5 minute phone call to customer service at SWA? The answer YES, this is a guideline and phone reps that are either too
far over or under the 5 minute call "ideal"can be written up if this happens more than once. Gabe, I have the person's name I spoke with and the time I called SWA. Possibly, you are not aware of this policy? I find it hard
to believe two supervisors would basically say the same thing.
And if someone doesn't believe me, ask the question the next time you call the 1-800. Hmmmmm...