ACEDAD

If you don't like or fly SW, why do you bother posting in this forum?

lougord99

I certainly hope you don't really believe that.

This was clearly an unknown problem that no airline was testing for.

707Flyer

yes, on the last DC-Chicago flight, we just broke out and sang the theme to "Hee Haw"

perhaps if we were more sophisticated, we'd pay a large premium to fly around the country on ancient 757s and RJs, but I think it would make us wise like you if we were able to watch a Jeff Smisek safety video before every takeoff

ursine1

No. I was referring to the disastrous launch of the new RR 2.0 program, coupled with multiple customer-unfriendly policy changes. Followed by still-unresolved customer service and website technical issues, leading to an overburdened and often testy staff. Which is resulting in the subsequent significant loss of goodwill by once-loyal customers, who are expressing their displeasure to a now seemingly uncaring Southwest Airlines and looking elsewhere for their flight needs.

ursine1

I agree with everything you said. But the part above is *never* going to happen. Low fares are gone. Policies are evolving into less customer-freindly with every change. The positive atmosphere is harder to create when you're pissing off your loyal flyers. And RR 2.0 did away with great rewards. This is the new Southwest, and management is dedicated to making sure it's here to stay. They're misguided but they're in charge. What remains to be seen is if they'll eventually kill SWA or not.

Orwaid

Texashoser -- this is not another joke thread. This goes way beyond that to the general sense that WN is eroding those things that made WN a quirky, yet reasonable way to fly. The notion of Herb's values turning into Gary's values is an interesting one.

Could it also be that just maybe when an airline gets to a certain size they start to all act the same with only a little individuality around the edges?

DontCallMeSHirley, you have tendency with each post to try to move it to extremes as well as attribute things to posters that simply are not true, at least in my case. I am talking about a general sense of negative change away from what WN used to be (and still holds itself out as). I never said the end was near for WN, you did. And I could point out many other examples of this.

Maybe you and spineangel could just take your squabble somewhere else?

To your other thoughts -- here in the Pacific NW it is rainy and cool again. Been that way all spring it seems. And I am sorry you are not feeling well.

jamesteroh

WN needs someone like Herbback. I useful like southwest when they were cheap, had a great re program and where on time. N now I only fly them on re tickets

hat attack

FlyerX

This interests me. I'm curious why a customer service rep would tell a customer something that isn't true, simply to appease him/her. Isn't this dangerous, to have us be told something that's not actually in practice? It would be especially risky in the arena of FT, where most fliers are extremely frequent fliers - not someone who flies a couple of times a year during the holidays when everything goes to hell anyway.

I'm not trying to add fuel to the fire - I'm genuinely curious why in-flight employees (whose daily tasks include face to face customer relations while on the clock) would not have the support of the company's public relations if what they're putting into practice is protocol. I don't understand all this stuff about overhead bins and whatnot, but on a large scale, this could be a very big deal.

As far as SW CS telling a caller whatever they want to hear, in my experience that's not been true. Unfortunately for me, I've been told other than what I thought was correct on a few occasions.

rrz518

^

Also, "hijacked" is (once again) a poor choice of words. The thread was effectively shut down, which really should have been done after the first post due to bad taste.

rrz518

Wow that's rude. No wonder the thread was neutered.

FlyerX

Perspective?

I emailed SWA CS a couple of weeks ago about a Rapid Rewards question. I usually call them, but decided to send an email this time because it was non-urgent. I didn't realize you are required to submit your full address and phone number as well as an email address. I really don't like this, because I'm the sort of person who called them to ask them to stop sending me birthday cards a few years ago . But I filled it out anyway.

That night, I received multiple phone calls in the span of an hour from an 800 number. I have an Eastern time zone area code, and by that time zone, it was between 11:30 PM and 12:30AM. Fortunately, I was in California at the time and having a late dinner with a friend, but after hitting "ignore" at the restaurant 4 times, I finally took the call. I asked the CS agent to please send me an email because 1) I'm with someone, 2) I'm having dinner, 3) I'm in a restaurant and it's noisy and I'd have to weave through a crowded area to get outside and 4) I only answered this call because I thought it might be some kind of emergency but since it's not, I really can't talk right now, but he didn't want to do that... and launched a long winded answer to the question I had submitted over email.

While this kind of earnestness is appreciated (I guess), I don't understand why the multiple calls late at night. It's stalker ex behavior and I thought the whole thing was very very WEIRD.

indyscott

I tried, but apparently you missed it. So, please put yourself in the shoes of the WN employee who must write and enforce the "policy" you propose.

What would the policy say? How would you enforce it? What would the consequences be for an employee who violates of it? Also please remember when authoring your policy, it must be in keeping with stated corporate mission and culture (of which, some of the tenets are "Have FUN", "Don't take yourself too seriously", and "Enjoy your work").

nsx

In the interest of keeping the forum pleasant for readers, I have merged three recent threads into this one. Further attempts to jailbreak these food fights will be summarily deleted, because I really don't have time for any more nonsense. They will also draw an official warning or, for anyone who has already received an official warning, they will draw a suspension.

If I had a lot more time I could have attempted to sort things out better and I could have nipped this earlier. I apologize to everyone for that. This is the best I can do under the circumstances.

nsx

Make that 4 recent threads. Sheesh.

That personal attack caused me to move this thread to Food Fight.