[hhguy]

On Saturday, November 29, Flight 105 from Dallas Love Field to Houston Hobby was delayed for over 2 hours. I believe most air travelers are okay with delays if they are explained and apologized for - this was not the case in this instance. I am unhappy with Southwest Airlines for the following reasons:
1. We were never told why the flight was delayed - when it was first announced, the SW agent at Gate 10 flippantly said - "Oh, it looks like they are giving your plane to some other flight", with a little laugh - it may have been humorous to her, but it was not to the customers!
2. Throughout the next two hours, we were given 2 updates - still no reason why and no apology for the delay. In the meantime, Flight 143 also going to Houston Hobby arrived and departed at our gate.
3. Finally over two and a half hours after our scheduled departure, our plane arrives from Midland/Odessa - only after we are seated on board and about to take off do I hear the first apology (from the Captain) for the delay.

I found it quite ironic that SWA had "We Are Thankful for Our Customers" plastered all over the airport, yet were unable to treat us with enough respect to explain why our flight was delayed. If bad weather or mechanical problems delay a flight that is understandable - safety first. I was truly disappointed in SW's cavalier attitude - yes, we do have a choice and I will be exploring other options the next time I have to fly! SWA has definitely taken a turn for the worse when it comes to good customer service - they need to re-examine their committment posted on their website. And, by the way, you would think in 2008, a company would have an email system set up to receive and respond to customer feedback, Southwest Airlines does not!