[onisagi]

Southwests customer service methods is underhanded. They run their company like a machine that doesn't take commands from humans: no sympathy, doesn't know how to turn corners. If something is run in a way where no exceptions can be made, then it robs us of our preamble rights. There's tragic stories of every kind, and it seems to always fall under deaf ears. I have nothing against any of those that work under Southwest, even some of them are victims of this dictatorship called a Corporation. The employees themselves will feel sympathy for those that are inconvenienced or maybe even put in danger by southwest, but the "company" will continue on as if its just another day for profit. The worst sin of all, is they have no readily available method of complaint. Every self-respecting business should have one in order for them to make their business better, but of course southwest has a monopoly on the flights on this side of America, so such a box would only reduce their profits. It seems to me like the only person that can make any exceptions to Southwests draconian rules, is the CEO himself. Everyone else just works and follows the rules and gets paid. This is a fact that most of us understands at some level, and thus calling customer service to rant about a problem or to ask for some assistance is the same as talking to a wall. So please! at the very least dedicate a small sector of your empire to dealing with the REAL customer issues (an email, a comment box)... and PLEASE actually give them the ability to petition something to the CEO for change. For all the years i've flew SWA, I haven't seen much change, but much change is needed. I don't believe I'll be traveling SWA anymore, but hopefully someday it will change, and those of us that lost faith in SWA can return.

[abutterfinger25]

Right on Southwest's website, under contact us, is the carrier's phone number and address for filing a complaint.

http://www.southwest.com/about_swa/l...ef=contact_fgn

[onisagi]

Like I said, people on the phone or mailing back to you, will reply pretty much- "Company policy, sorry". A person is flying to go to surgery, and is endangered of missing surgery because of SWA, and you're faced with company policy says you didn't buy the full price ticket, so no refund, sorry~". I'd like to see a clause in the "company policy" that states if the airline is at fault, then exceptions can be made to the policy. (its like a customer's always right policy, that most businesses have, and definitely adds a human touch). Profit is king, so I'm understanding. There's really no fighting it, its an established structure. The only thing people tend to do is just not fly with them anymore or not fly at all anymore. Thanks for the reply.

[abutterfinger25]

Onisagi:

I am not totally lost one what you are upset about? You originally stated that Southwest did not "have no readily available method of complaint" when in fact they do, via phone or mail. If you think an e-mail system will generate a different response, I am sorry to say that you are totally mistaken. If anything, e-mail will only get you the same response quicker.

Now in your latest post, you indicate that you are not able to get a refund because you did not purchase a full fare ticket. You did not get a refund becuase you purchased a non-refundable ticket. You would have gotten the same result with any carrier.

You also mention that exceptions to the policies should be made if the carrier is at fault.. I am not sure what you mean here but if the carrier cancels a flight or changes tehir schduled and can not readily accomodate you, you could be entitled to a refund - even if you purchase a non-refundable ticket.

[Jetliner]

onisagi-

What is your real complaint with Southwest? Your whole first post is nothing but a huge bash fest, most of which is completely false anyway. But at the same time you didn't say one word about what went wrong.

Generally if you provide a doctors note, they will make exceptions. When you called, did you lay into them like you have here? Maybe that's why you didn't get anywhere. Also, have you read their contract of carriage? In case you are not familiar with this, EVERY airline must have a contract of carriage (COC). When you purchase your ticket, you agree to the COC. And this is your rights, and the carrier's rights. By law they have to be readily available from the airline anywhere you purchase your ticket, so take a look at Southwest's website, and you will find it.

Just to make it easier for you:

http://www.southwest.com/travel_center/contract.html

Did you book with a credit card? If so, have you called them? They may still be able to credit the amount back.

[richright]

You said, "Generally if you provide a doctors note, they will make exceptions".
That is not the case, not part of their carriage of terms, and NOT their general policy.
That is what the guys complaint is about.
Paying a rate typically double the normal discount fare is a steep price for the privilege of cancelling without penalty. The fact that no airline is any better is of no solace for a poor person that needs to take a flight for a medical emergency.

[i450009]

Originally Posted by richright

You said, "Generally if you provide a doctors note, they will make exceptions".
That is not the case, not part of their carriage of terms, and NOT their general policy.
That is what the guys complaint is about.
Paying a rate typically double the normal discount fare is a steep price for the privilege of cancelling without penalty. The fact that no airline is any better is of no solace for a poor person that needs to take a flight for a medical emergency.

As Jetliner was so careful to point out, any consideration to refund a nonrefundable fare is an exception, and, thus, won't be found anywhere in the Contract of Carriage or the Customer Service Commitment. Exception, by definition, is something that supercedes "general policy."

Southwest is a company that has a heart. With documentation, I've known them to refund nonrefundable fares or downgrade a fare increase when last-minute changes are made due to death or illness in the Customer's immediate family of of the Customer him/herself. However, requests for such exceptions must still be made, for example, within the timeframe to request/receive a refund (ie, Southwest can't make further exceptions to the exception).

[i450009]

Could not edit due to an error, and I had sme clarifications to make:

quote=richright;4822]You said, "Generally if you provide a doctors note, they will make exceptions".
That is not the case, not part of their carriage of terms, and NOT their general policy.
That is what the guys complaint is about.
Paying a rate typically double the normal discount fare is a steep price for the privilege of cancelling without penalty. The fact that no airline is any better is of no solace for a poor person that needs to take a flight for a medical emergency.[/quote]

As Jetliner was so careful to point out, any consideration to refund a nonrefundable fare is an exception, and, thus, won't be found anywhere in the Contract of Carriage or the Customer Service Commitment. Exception, by definition, is something that supercedes "general policy."

Southwest is a company that has a heart. With documentation, I've known them to refund nonrefundable fares or downgrade a fare increase for Customers having already purchases nonrefundable fares and whose travel plans are precluded due to death or illness in the Customer's immediate family of of the Customer him/herself. However, requests for such exceptions must still be made, for example, within the timeframe to request/receive a refund (ie, Southwest can't make further exceptions to the exception). Nevertheless, Southwest does not offer bereavement/emergency fares. Doing so would necessarily prompt Southwest to raise fares across the board in order to subsidize a bereavement/emergency fare program. Instead, Southwest has opted in favor of keeping lower fares for all Customers regardless of their reasons for traveling.

i450009