Southwest Airlines / rude airline personnel
Here is the letter I am sending to Southwest Airlines first thing tomorrow morning. I am still as mad as ever!
RE: Customer Service Commitment and Our Mission Statement
The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit.
I was a passenger on two Southwest Airlines flights this week. The first on May 30, 2007 to San Francisco #199 out of John Wayne Airport and the second today, June 2, 2007 returning home to Orange County, California.
After a wonderful vacation to visit my son in San Francisco, I boarded flight #2089 and settled in for the trip home. While descending into John Wayne Airport one of your flight attendants picking up customer’s garbage, passed by without looking at me or asking me for my empty cup. I said “Excuse me” but was ignored. I then tapped her on her waist at which time, she turned around and very rudely and loudly stated that “It is NOT OK to touch me, that is not good” etc. I was rather shocked to be spoken to that way by anyone, much less airline personnel. I wasn’t a drunken male passenger grabbing at a young woman to harass her. I am a professional middle-aged, married, mother of two. I apologized and was embarrassed.
After sitting for a few minutes, two female passengers seated across from me said how disgusted they were with this flight attendant’s manner in which she spoke to me. We heard her over the radio thanking everyone for flying Southwest and then added “To be kind to one another”. Several passengers on the plane broke out in laughter hearing how this young lady treated me and then saying something as hypocritical as that! As I left the airplane, she thanked me for flying Southwest, not personally but a blanket statement that all your airline personnel say to passengers leaving a flight. I asked for her name as I intended to write to Southwest immediately.
While waiting for my luggage in Baggage Claim, another man approached me and asked me if I was alright. He also wanted to know if I got this woman’s name because he was going to write to you as well. This gentleman said she was “completely ridiculous and rude” as I gave him her name. Two other women passengers also stated that they were going to report her also.
I have to say that I booked this flight because of the great fare I received. I now know that if your personnel are allowed to behave this way, it’s not worth the extra savings.
I, along with other passengers who I hope will write to you, believe this airline attendant should be reprimanded for her inexcusable and inappropriate customer interaction. HER NAME IS KENDRA AND WAS ON FLIGHT 2089, JUNE 2ND 2007, FROM OAKLAND TO ORANGE COUNTY.
I would appreciate a written response to this complaint and an apology letter at the very least. A partial refund for that leg of the flight would be nice. In any case, I would also appreciate your immediate attention to this matter.
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