[mlee6558]

I just had a very unpleasant experience with SW customer service phone support agent Pola (Agent Sign #53) and her direct report Julie on May 30, 2011 around 5:00pm Pacific time. These two agents got poor communicating skill and terrible attitude, and they were not able to understand my travel needs and keep pushing me making changes on my and my compainion's reservation which they have no right and none of their business at all.

Gladly I did't follow their suggtions, and eventually I am able to take the flight I prefer. This just shows that SW agents Julie and Pola were trying to mislead me to the wrong decision. The fact that I am able to eventaully take my perfer flight just show that I am correct in insisting on not allowing SW agent to change my compainion's flight - this should only be changed by customer - me . The decision should be the customer's - not SW agent's.

My two major compains:
(1) Julie or Pola should not pushing me to cancel my compinion's reservation despite I don't have a ticket at the moment. After I repeatly mention to them I understood that the compinion must fly with me, they still pushing and that is terrible attitude! Just to be clear, I am waiting for late minutes cancelled seat to make it to the prefer flight, why should I be treated as if I try to viloate the companion rules while I have no intention at all !? Terrible customer servce!

(2) Julia or Pola should not even push me checked in the a particular flight as a condition to provide their service. When to check in a flight is totally customer's decision, nothing to do with SW agent.

SW needs to train their customer service representative to serve and to understand their customer better. Their customer service should first listen, and understand customer's need, and then provide supports and option. These two agents, Pola and Julia, are only worry about my companion may flight without me and violating the rules. They are not understanding and not listening! A total wasting time!

Julia and Pola should receive deciplinary action and SW should provide more quality training to better serve their customers. These two agents are far away from the LUV spirit and standard I know for Southwest - an airline company I once liked and fly twice a week for 3+ years.

Thank you for your attention!
- Michael