Ann sent a message to Gary C. Kelly Chairman, President, and CEO, Southwest Airlines Co. – email address that said:
I believe you have a systemic issue that is costing your company money and Customer satisfation.
I recently had a situation in which a ticket booked in haste cost me $400 less than 14 hours later. I have worked through your lower level processes to find out the no show policy is strict, (no matter the circumstances) and the value of my ticket was lost.
I have communicated this lessons learned to thousands of friends via social media and have an understanding from reply posts your Company has lost loyal consumers in just one bad experience and policy like this.
If Southwest wants to differentiate themselves, this might be an area that you consider. Since this incidence, I have booked 5 flights with other carriers, and as a retiree, my future travel plans are more active than they have been previously. And from some of my colleagues posts, it appears that many are turning away from Southwest Airlines.
I just thought you should know you are losing revenue and brand appreciation in a way that you may not be aware.
A former customer.