Today I flew from Los Angels to El Paso. I was the second in line checking in at the gate and expected to receive an A boarding pass. I was handed a B, which was not consistent with my understanding of the new procedures. My understanding was that a certain number of A passes where always reserved for people checking at the gate. The gate agent then told me that this was in fact the first day of a new policy. Rather than ask the gate agent to explain the “new” new policy, which would have held up the line behind me, I decided to proceed to the customer service center in the middle of Terminal One to have the policy explained to me.

The Customer Service counter was manned by an employee talking on a cell phone. I approached him and told him that I had a question. He replied, without hanging up the phone: “ What’s your question?”. As wanted a precise answer to my question, I asked him if he would mind getting off the phone so that I could ask my question. He refused. I pointed out to him that I’d appreciate his undivided attention, and asked him if he was on a personal phone call. He refused to answer and told me again to ask my question, to which I replied again that I needed his undivided attention and that I would like him to hang up on his personal call. His reply to me was “I don’t give a f***!”.

I was truly shocked to hear such foul language used by a Southwest employee. I asked him if he would not mind repeating it, in front of many witnesses in the hall. He obliged, and says aloud “ I don’t give a ****!”. I asked him to call a supervisor, he refused. He defiantly gave me his name and what I assumed was his employee number. I left the counter area in shock, and reported the incident to a LAX Assistant Station Manager.

Two passengers witnessed the incident in its entirety. They told me that they would attest to my keeping my calm at all times. In their opinion, I handled this very well and were as appalled as I was at the employee’s behavior.
I was livid.

What is the appropriate course of action now?


[This message has been edited by Droneklax (edited 11-05-2002).]