Nicole Smith sent a message to Gary C. Kelly Chairman, President, and CEO, Southwest Airlines Co. - email address that said:
I would like to speak to Mr. Kelly concerning the treatment that I have received from several southwest employees. I have spent over a month trying to resolve my issue with no success. I have followed the protocol of submitting requests online, to calling both Customer Relations and Central Baggage on more than one occasion. Each department tells me to contact the other or to upload more details into the system. No one in this company seems willing to resolve my issue once and for all. I travel constantly and I have NEVER had an airline treat me this way. I would appreciate a response from someone who will actually resolve my issue and not put it off on the next person. This has been extremely time-consuming and frustrating. I look forward to your response.