Southwest Airlines Co. Complaint

Poor Customer Service - Customer Service

dijuliop's Picture Reviewed by dijuliop
Please Improve 		0  

Trying to board a flight after being held up at a security checkpoint, I went to the gate with my family. Both I and my daughter are disabled and when I went to get a early boarding card for both of us, there was no one at the desk as all the agents were now preparing to board the flight. As we worked our way to the front of the line and attempted to board, the gate agent told me I could not board now. I told him I was disabled and he looked at me and asked me what was wrong with me and informed me that I "didn't look disabled" because I wasn't in a wheel chair. I looked at him and asked him if he was serious and now everyone was looking at us. He motioned me to go forward and as I called for my daughter, he told her she could not go with me. I told him she was disabled too and he asked, "what's wrong with her...she looks fine to me." This was about enough for me and I told him it was none of his business and he could either let her on or we would both get off and wait. The other agent just looked over and motioned us to both continue boarding.

I have only run into this one time before and cannot believe this gate agent and how poorly they treat people. This is completely unacceptable and is one of the reasons I will never fly this airline again. The other is how once you get on the plane, everyone is rushed to try and makeup the time lost from the plane arriving late. Being a retired AF pilot, I know how long it should take to do a walk around and pre-flight checklist and there comes a point where safety gets compromised. There is too much pressure to get back on time and the crew makes it seem like it is the passenger's fault if they takeoff late.

How about some customer service and accepting responsibility Southwest? This is NOT the same airline I flew 10 or even 5 years ago.


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