Southwest pre-boarded all the white children and left my family in line
 

Below is a letter I wrote to Southwest regarding a bad experience boarding a flight from Hartford to Orlando. Under my letter is their reply which didn't address anything that happened or even apologize. It certainly doesn't make me want to fly Southwest ever again.
November 13, 2010
To Whom It May Concern:
I’m contacting your regarding a Southwest Vacations Package. The booking was X....1.4 and this is regarding the flight on October 7, 2010 from Hartford to Orlando. I’ve had to wait almost a month to write this letter, because what happened on October 7 was extremely upsetting to my family.
I had gone online 24 hours before the flight was supposed to depart to do the online check in. I was number B3. A1-60 lined up and then the gate agent announced that if you had a child under 4 you would pre-board. The gate agent went around and pulled families with kids to the front of the line and had then board before the B group. She pulled a lot of kids that were ages 8-11, I know the ages of the kids because the parents would say- “My kid is 11 and not 4 so I didn’t think I could pre-board.” Or “My kids are 9, 7 and 11.” Well over 30 people got on the plane. The only child left in line was my black 11 year who was standing next to me. My child was the last child to board the plane because the gate agent had every other white family board in advance and didn’t care if the kids were over 4 years old.
TSA employees were conducting random tests on liquids that day, and when the TSA employee asked the Gate Agent why she was letting everyone pre-board the Southwest employee said loud enough for the whole gate area to hear “If they don’t like it tough. They don’t have any other options.” I really felt like she was segregating my family. Otherwise why didn’t she let us pre-board with our 11 year when she allowed every other child and some of the kids were 11, to board?
My family was able to sit together, on the last row of the plane. I’ve flown Southwest before and I’ve never had this problem.
I felt extremely uncomfortable and I wanted to get the agents name to reference it in this letter, but I was afraid that she wouldn’t allow us on the flight. I certainly hope you take the time to find out who the employee working the gate was and have a talk with her regarding sensitivity training to different races and about following the pre-boarding rules for children under 4.
My family already has Southwest flights booked in January. I’m hoping we don’t have another bad experience. I’m very disappointed in Southwest and the way your employee acted.
********************************
Without a doubt, we acknowledge how vital Customer feedback is to our operation. Please know that your comments and concerns about your family’s travel experience on October 7 have been heard and taken to heart.
We were saddened to learn that you were left with such an unfavorable impression of our Hartford Operations Agent as a result of the boarding process for your flight to Orlando. As you’re aware, we offer Family Boarding between the “A” and “B” groups. We allow two adults to board with children ages four and younger in this group. Upon receipt of your correspondence, we requested information from our Hartford Station. However, the Operations Agent who worked your flight reported that she does not recall this incident. She said she has, at times, allowed children older than four to board with Family Boarding if they are traveling with families that have young children. Our Agent was also able to demonstrate a strong knowledge of Southwest boarding policies and procedures.

Discrimination for any reason is wrong, and Southwest Airlines does not condone it. In fact, a cursory view of our workforce, as well as our expansive, multi-cultural Customer base, is a reliable indicator that we exalt and appreciate diversity. We have no indication that your child’s race played any part in the situation you describe. Although our Operations Agent has no prior Customer complaints (of any nature) on record, we want you to know that the appropriate Leaders have been made aware of your concerns.

Your patronage means the world to us and we sincerely regret that this experience remains troubling for you. We wish there was a way that we could undo your disappointment. We are looking forward to welcoming your family onboard again in January; as we are confident more enjoyable circumstances will prevail.
Sincerely,
Tiffany, Southwest Airlines

You lost me with that statement. Unless you have video or witness statements your argument is moot. Since it took you a month or more to calm down I would suggest never leaving your home...the world can be a stressful place without screaming racism.

I think their reply is excellent.. it does address the issue and seeks to demonstate that they took the concerns seriously, addressed them with the employee and their line managers, will monitor the situation to make sure their is no repetition. You have no evidence, and neither do they, that racism was involved. You suspect it was... and you may be right..but equally you may be wrong. Their well crafted reply indicates they are aware and will monitor the situation.

I cannot think what else they could have done in this situation. Which of your concerns were not addressed?

Phone conversation
 

I had a phone conversation with Richard, who is a supervisor on December 17, 2010. With the TSA information required, they had the dates of birth for everyone who boarded in the family boarding call. I asked them to match the dates of birth against the order that they boarded in. I was assured that they would investigate it in that manner.

Today I got another email saying they would not be investigating further and they are closing their investigation. I've never seen a gate agent stop boarding and walk around and pick out people to board early. It was a hard thing to watch and all I asked was for it to be looked into.

I felt like Southwest didn't take my complaint seriously and that is why I posted it online today. People may say race didn't play a part in what happened but it was hard to watch other 11 year olds board when we were left standing in line.

Just to be clear. I have not said racism is not involved. It may or may not be. As their reply indicates the agent denies it, but does not deny that other children, older may have been boarded. There is therefore no need to do the investigation you requested. It would not prove what you are seeking to prove! I think you have made you point, they took it seriously and if a pattern emerges which might validate your supposition they would take action. What more do you want?