[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, 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 their “devil may care” attitude is inexcusable. Shame on you SW. I told them that they can skip their form letter reply about bad weather, legal obligations, eetc. – 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.