[JWFriedman]

I am a loyal SW Customer - over 1000 flights. I've even referenced them in public speeches as an exemplary company. On Thursday night (March 31, 2011), after delaying flight #178 from BWI to Austin for over 4 hours, we were advised that it was cancelled after midnight because the crew maxed out. Surely, that fact was known before then. However, that indignity paled in comparison to the unhelpful and flippant attitude of management. After calling in armed police to intimidate customers, the supervisor officiously and without compassion simply announced that nothing could be done - no compensation or help with other accommodations. If people wanted to rebook, SW would only arrange some flights to Austin on Saturday and the rest on Sunday. The manager, accompanied by 2 staff then proceeded to exit the scene and leave it to 2 clerks to handle over 130 stranded passengers. Fortunately, I had other resources and could get a room and a flight out on another airline the following day. What about the others who couldn't however? No concern or compassion. While people’s lives and plans were nonchalantly interrupted and their concerns summarily dismissed, SW management expressed not a care in the world. This is not a case of blaming the messenger; it was how, why, and the way it was handled. With all of the resources of the largest carrier in the US it is hard to believe another flight couldn’t be arranged. As a huge supported and one of SW’s biggest customers I was appalled and terribly disappointed. SW has simply lost its heart and seems to have been taken over by accountants with green eyeshades and stop watches. I will probably continue to fly SW but it will never be the same – like a spouse who has been abused, and it won’t be exclusive. I’m actually teased by my fellow executives for my commitment to the company – but no longer. If Herb were still there I know that he would have rolled up his shirt sleeves and tried honestly and with compassion to address peoples plight. Problems happen in modern transportation – everyone understands that – but the “devil may care” attitude is inexcusable. Shame on SW. I told them that I can skip their form letter reply about bad weather, legal obligations, etc. – I actually received a hand written note of thanks from SW President Colleen once for a letter of commendation I wrote about a SW employee. Their current crop of managers are systematically destroying that customer service legacy and turning it into just another airline – not something special. Even their flight attendant’s jokes are becoming as stale as the crackers and peanuts they serve.

[AliceTong]

On a cloudless day, 9/11/2011, after making the passengers wait over three hours for a flight from Hartford to BWI, Southwest decided to cancel over 10 connecting flights from BWI. I was stranded and could not show up for work on Monday as were customers who needed connecting flights to over 10 cities. This is a lot of people! The reason flights were cancelled was because two runways in BWI were being serviced and could not be used. Southwest knew this fact for as long as BWI told them, which I believe was not days. If SW had shared this fact, I would NOT have gotten a connecting flight through BWI, would I??

As I was waiting in a long line, I heard a SW attendant say to another SW attendant "just tell them (customers) that it is the weather" not the runways. Not telling the truth must also be ok with SW.

You are so right. This is not how I remember SW. They simple don't care about your plight. SW is annoyed that we are panicking!

I am really disappointed with Southwest. It is not special.

[azstar]

Southwest has not been "special" for a long time. And, they are not cheap either.

[jimworcs]

if Southwest are claiming weather, you should write to the DOT and complain. They should be able to establish that the cause of the cancellations was the runway repairs and that Southwest are liable. They are likely to be subjected to fines if it is found that they systematically failed to meet their obligations in relation to passengers. There is a link to the DOT website in the links section of this website.