Martha sent a message to Gary C. Kelly Chairman, President, and CEO, Southwest Airlines Co. that said:
Dear Mr Kelly,
Yesterday we went to PHX to pick up our 10 year old grandson who was visiting for the 4th consecutive year for spring break and was an unaccompanied minor passenger. We arrived early to check in to get our passes to go meet him at the gate and were told by a very rude woman behind the counter that only one of us would be allowed down to the gate as it was Spring break and TSA was limiting the amount of people through the lines. This had never occurred before and this agent was not only rude, but unwilling to compromise so that Grand dad could join Grandma to meet our grandson. Who by the way was very disappointed that Grand Dad was not there.
After going through a short line I asked one of the supervisors with TSA if that indeed was a new restriction. His answer was.....No! The TSA doesn't care who or how many go through as long as they have a boarding pass. He said it was SWA doing the restricting and was not happy when I told him what this woman said to us.
Both my husband and I have traveled extensively and used SWA numerous times and have always loved the great customer service and friendliness of the staff and counter agents as well as the flight crews. We noticed the sour expressions on the counter staff and lack of customer service.
I was upset especially after finding out from TSA that her information was incorrect and the disrespectful way we were treated. Especially since we paid an extra $50 to fly him here as a minor child alone.
This was upsetting to our grandson as well and just did not settle right for the start of our family togetherness.
My grandsons Reservation was RUHUBS and his name is Holden Brazier. I would appreciate it if you could find out who this counter person was and retrain her on her customer service skills or perhaps encourage her to find another job that she is not in front of and dealing with the public. She is not a good representation of what SWA is about or should be about.
I so appreciate your time and I know you are busy and have much bigger fish to fry, but it is the little folks like us that keep you all in business. There are other choices we can make and we will think twice before using SWA again.
I would very much appreciate a reply.
Thank you,
Martha
