Dianne DiFiore sent a message to Gary C. Kelly Chairman, President, and CEO, Southwest Airlines Co. - email address that said:
Extremely dissatisfied with level of service concerning
a FLL departure scheduled for 6:30pm last night only
to have it cancelled at 2:20am. Numerous updates and promises. My son was actually on plane yet
everyone had to disembark because of flight hours
of pilot. Took over 4 hours to find another available
pilot arriving on another flight. At 1:30am, still confirmed and promised that flight would take off, yet another hour only to be told cancelled. No available seats till late afternoon next day. As a parent, you hopefully can understand my disgust and anger with how the issue was handled. Additionally it took 1 hour on phone this morning
with Customer Service to attempt to get a refund as
i spent all night trying to get him booked on any
different airline traveling into NY. I would have
expected some form of compensation and at the
very least help in booking new flight, but only 1
agent was at gate with over 70 people on line.
