Sandra L Pesino sent a message to Gary Kelly that said:
Dear Mr. Kelly, 12-20-2018
I was scheduled on Southwest Airline on Dec. 16, 2018 Flight 1151 from BDL to MSY. My flight was delayed due to weather in Chicago and after two delays I received a text message that I was re booked onto a later flight that day. I spoke with a woman whom I later learned was a supervisor and explained that I could not do that later flight due to the fact that I was going on a cruise and the arrival time was not conducive to getting me to the ship on time.
When I read you mission statement which states that Southwest Airline strives for dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit. I can honestly say that this supervisor could not, in her demeanor and actions be any father from your mission statement if she tried.
When I spoke to this supervisor, she told me to go out to the main airport and go counter to counter to find a flight on another airline and there was nothing she could do to help me, nor was there any refund for my flight. I left the secure area and did as she suggested to no avail. When I arrived at the Southwest counter I was told by the ticket agent that my original flight was cleared and that I never should have left the secure area because now there was not time to get me on that flight. I explained that the woman I spoke with, told me that was my only option. The ticket agent also offered to give me a voucher for a future flight which was something that this supervisor never bothered to tell me,instead allowing me to be out $404.00.
Things continued going downhill from there including having my luggage on a flight that I was not on. When I asked to speak with the supervisor I was told that I could have a seat next to the windows and she would come out to see me when she was free. I waited for about 1 ½ hours and she never came out to talk to me. When I arrived home, I called Chicago and found out that my flight arrived there at 9:49am leaving me with plenty of time to make it to New Orleans for my cruise had the supervisor demonstrated even one part of your mission statement.
I am asking for your intercession as I am out $700.00 for a cruise that was 1 year in the making as a family reunion.
Sincerely,
Sandra L Pesino
