Quote:
Originally Posted by jimworcs
What are you guys on about here? The customer did not get the service he paid for. SWA failed to get his bag to the customer. Then they tried to fix the problem, by giving him a 4 hour window when they would remedy their earlier failure. SWA failed again to meet this deadline.
Whether SWA provides this with direct employees or sub contractors is irrelevant. The customer should not have to "deal" with anyone other than SWA. That is who he has a contract with.
Let's take another example. I call United, and I have a complaint against the customer service representative. Is it ok if United say.. well we have outsourced our service to a company in Mumbai, so you will have to call India and sort it out with the Call Centre Company. Of course, this is not ok.. that would be ridiculous. It is equally ridiculous to make the customer run around after Uncle Tom Cobley and all, to get his bag back. It is SWAs problem, not the customer.
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Ah yes, Jim, but did they really "pay" for the service? I see adverts for Southwest on the tele (did I get the UK terminology correct?) touting the fact they have no fees for the first two bags and that by flying them you save all sorts of money over other airlines even if the ticket price is the same. Southwest can argue "hey, you chose us for the free bags so you'll egt them when we're good and ready to deliver them!" Another case of buyer beware! Also check the DOT stats. Southwest is amongst the worst when it comes to mishandled bags!
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