What Do You Think? Did Southwest Do Enough?
Last night, shortly after posting about Southwest Airlines on my blog, I was contacted by them via twitter then e-mail. I was told that someone would call me first thing this morning, and that is, in fact, what happened. A supervisor (Mr. S) from HQ in Dallas called twice before reaching me late this afternoon. In my head, I knew I had to go into the conversation with an open mind (and without shouting expletives to someone who would never understand) so I did that. I listened to what Mr. S had to say and spent the next 2 hours and 18 minutes trying to express the depth by which I was hurt, embarrassed and traumatized by Southwest Airlines. It took some time, but by the end of the call I believe that Mr. S had expressed sincere empathy regarding the way that my mother and I had been treated. Is that enough? No...of course it's not. Unfortunately, no one at Southwest Airlines can undo the damage they've done to my self-esteem, nor can anyone can [...]