Originally Posted by FABismonte View Post
Originally Posted by AndrewG View Post
Mr Dan I agree that at a prime steakhouse they should make your dinner right.

But you raised a new issue: have you had a problem with Southwest Airlines? I've been flying Southwest forever and never had a problem. I don't know anyone who has. Sure there are the usual delays all airlines have, but if there's any airline that goes out of its way to help customers it's Southwest. But you had a problem?

There are people who do have problems and often. I hope you're not one of those.
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Domestically I almost always fly Southwest. I have come to like it for what it is. A middle budget airline which has free baggage and easy rebooking with no rebooking penalty.

When I have had problems like a flight being cancelled at the last minute, I know enough to ask if it is an equipment issue or some other issue like weather. If it is equipment, the operator does not have the authority to help much other than reschedule the flight but I have found that if I mail a detailed letter to Southwest's main customer service office, explaining how inconvenient some equipment caused problem was, I can expect a reasonable amount of free flight vouchers to make it right. So I have had problems with Southwest but since I focus my solution on the department which can help me, I have been satisfied.

FAB
That fits into their "If X happens, give the customer Y" playbook.

As I said, anything fairly standard they're very good at handling. They are terrible with out-of-the-box solutions. Nobody there has any authority to deviate from the carefully laid out customer service playbook, which can be a problem when you experience a unique issue.