Barbara sent a message to Gary C. Kelly Chairman, President, and CEO, Southwest Airlines Co. – email address that said:
Dear Mr. Kelly,
I am writing you in reference to the computer glitch that Southwest Airlines experienced July 20 2016 July 21 2016. My sister and I had planned for months to take a three day vacation ( she flying from Virginia, myself from Long Island ) to visit our mother in St. Petersburg Florida. On July 21st my flight was booked for 5:30 AM. At 3:30 AM I checked my phone to see my flight was cancelled I rebooked for 10:30 AM. Because of the change in plans I now had to take a cab to the airport ( my ride went to work ). I no sooner was dropped at the airport entrance and I received a call my flight was again cancelled. I find it hard to believe whoever was in charge wasn't aware earlier that the flight wasnt going to take off. To make a long story short, I waited on line for an hour and a half with no one from Southwest speaking to the waiting customers to give us updates. I finally reached a ticket agent only to find out that I could not be booked on a flight until the next night which gave me one day of vacation. Obviously, I had no recourse but to cancel my vacation. The women who spoke with me was in no way sympathetic, handed me a $200 voucher and sent me on my way. It cost me $76.00 in cab fare to which I was told Southwest is not responsible, I was unable to see my family, which I will not see until sometime in January ( I have not seen them in a year and a half ) and all I have received is an email apology.
I have flown Southwest many times over the years ( I have a rapid rewards account ) and have had many good experiences, however, this is the second time I have had problems with your airline that have caused me to have delayed visits with my family or in this case totally missed my visit. All in all I am very disappointed in the way Southwest handled the situation and honestly I am concerned about booking future flights for fear of having a third issue with your airline. I ask that you find a way to reassure me that your airline can get me to my destinations.
Thank You,
Sincerely
Barbara
