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Where is the Customer Care, Soutwest?
Instead of writing a normal post on a certain topic today, I decided I would rant a little. I am going to Albuquerque, NM in March and booked my flight through Southwest Airlines. One of the biggest reasons that I selected Soutwest was because they allow each person to check in 3 bags. I am going to NM to bowl in a tournament, so I need to take 2 bags for bowling balls and 1 bag for luggage.
Their baggage policy was just changed on January 28 to only allow 2 checked-in items. I booked my flights in December and was never told about this (the only reason I know is from someone mentioning it last night)!
I just got off the phone with Customer Relations for Southwest, and am more angry than I was before I called them. Their reply to this issue is "Sorry, but you can pay an additional $25 for the third bag". There might only be a small handful of people like me that actually need the third bag, but Southwest should want to take care of us for future business. I will be happy to look for other carriers in the future! If anyone from Southwest actually cares and would like to contact me, please leave me a message through the Contact Form.
Their baggage policy was just changed on January 28 to only allow 2 checked-in items. I booked my flights in December and was never told about this (the only reason I know is from someone mentioning it last night)!
I just got off the phone with Customer Relations for Southwest, and am more angry than I was before I called them. Their reply to this issue is "Sorry, but you can pay an additional $25 for the third bag". There might only be a small handful of people like me that actually need the third bag, but Southwest should want to take care of us for future business. I will be happy to look for other carriers in the future! If anyone from Southwest actually cares and would like to contact me, please leave me a message through the Contact Form.
By: Joe Dolan
Date Written: February 14, 2008
You are right …. that is poor business. Two things are involved here. YOU booked before the policy change so it should be grandfathered in. The second problem here is that you were not notified…..isn’t there some responsibility on the part of the airline to let its customers know when they change a policy??? Good business would allow those who booked before the change to still bring three bags. Those who booked after the policy and in the future should be restrained to the two-bag limited. THEY should have let you know their policy changed. I, too, am very disappointed in how Southwest handled this situation. I wonder if someone higher-up than a person answering the phone should be made aware of what they have done and how they are handling it with their customers….???
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