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Horrific Customer Service

mskok
New Arrival

Someone forwarded a Chicago Tribune article to me by Nina Metz (10/16/19). About the terrible way actor/director Kevin Smith was treated and escorted off the plane. Brought back my bad memories about the same thing, except I wasn't fat shamed, I was just asking questions. Southwest does not care. They are all about love until their employees screw up and then the customer is always wrong. Kim Seale and Caroline Rohan will tell you things like "we are sorry you were disappointed in your service" when actually disappointed is putting it very mildly. Kenon Forrest is probably the most unqualified human to be in the customer service industry, total hot head. What a joke this SW customer service is. Lie and Deny. Shame on all of them.

13 REPLIES 13

Re: Horrific Customer Service

jksobonya
Active Member

There's quite a bit of name dropping here, but I did several Google searches using "Chicago Tribune" "Southwest" and "Nina Metz" and could not find the 'article' in question in the first few pages of search results. Could you provide a link to your source? Here's mine - searching for "Southwest Airlines" on Chicago Tribune's web site brings up no such article: https://www.chicagotribune.com/topic/southwest-airlines-ORCRP014240-topic.html 

 

That aside - are you saying you were escorted off of a Southwest plane in the past? Do provide details of your experience. What happened? Why were you escorted? Southwest very rarely escorts passengers off of planes, so for anyone to be taken off, there has to be a pretty good reason for it. 

 

--Jessica

Highlighted

Re: Horrific Customer Service

mskok
New Arrival

Jessica you must be part of the squad.

Re: Horrific Customer Service

TheMiddleSeat
Rising Star
Solution

This Community is a customer to customer forum so it's probably not the best place to file a complaint against an individual Southwest employee. Have you contacted Customer Relations? 1-855-234-4654 

 

--TheMiddleSeat

Re: Horrific Customer Service

chgoflyer
Top Contributor

The incident with Kevin Smith was nine years ago. And was essentially a misunderstanding related to the Customer Of Size policy, which has since been revised to make it easier to access and reps given direction regarding sensitivity when enforcing the policy.

 

I'm a larger person, but not quite a COS, and have never really understood the anger at Southwest, who gives a COS an extra seat on the plane for free. I assume some people are very sensitive about their weight and adverse to any extra attention drawn to them, which is understandable. And the occasional Southwest rep may not handle the situation with the necessary tact. But if someone qualifies I suspect they are aware of their size, and if they take the necessary steps to be given a free seat ahead of time there should be no need for any embarasment.

Re: Horrific Customer Service

dfwskier
Rising Star

@chgoflyer wrote:

The incident with Kevin Smith was nine years ago. And was essentially a misunderstanding related to the Customer Of Size policy, which has since been revised to make it easier to access and reps given direction regarding sensitivity when enforcing the policy.

 

 

It's amazing how some people keep "ancient history" alive isn't it?

 

 

Re: Horrific Customer Service

mskok
New Arrival

It was an older situation, yes. My experience was July 1, 2019. Not that it makes any difference to them.

Re: Horrific Customer Service

chgoflyer
Top Contributor

@mskok wrote:

It was an older situation, yes. My experience was July 1, 2019. Not that it makes any difference to them.


 

That's not "older," that's only 4 months ago.

 

What was your situation?

 

Are you looking for advice from other travelers, or just venting?

Re: Horrific Customer Service

dfwskier
Rising Star

@chgoflyer wrote:

@mskok wrote:

It was an older situation, yes. My experience was July 1, 2019. Not that it makes any difference to them.


 

That's not "older," that's only 4 months ago.

 

What was your situation?

 

Are you looking for advice from other travelers, or just venting?


I think he was referring to the Kevin Smith situation as being  "older" -- yes, 9 years older

Re: Horrific Customer Service

chgoflyer
Top Contributor

@dfwskier wrote:

@chgoflyer wrote:

@mskok wrote:

It was an older situation, yes. My experience was July 1, 2019. Not that it makes any difference to them.


 

That's not "older," that's only 4 months ago.

 

What was your situation?

 

Are you looking for advice from other travelers, or just venting?


I think he was referring to the Kevin Smith situation as being  "older" -- yes, 9 years older


 

Thanks. It's kind of hard to understand what they are trying to say, really. Smiley Wink