Dennis sent a message to Gary C. Kelly Chairman, President, and CEO, Southwest Airlines Co. – email address that said:
On May 15th I was scheduled on Flight 793 with a connection getting into Columbus around 12:00 PM.
I arrived at the Orlando Airport early and approached a gate agent whose employee number was 107113 (I think). I asked if I was able to get on an earlier flight arriving into Columbus around 9:30 PM. She said there was one seat available. I paid the fare difference and boarded the plane . We landed in Washington DC (there was no plane change going to Columbus). After the plane was emptied I was pulled off and explained that I was on Standby. The agent in Orlando never informed me of this. Gate agent David Benda was very helplful but could not do anything because the plane was completely full. Capt. Robert Owens came out and apologized about the situation. After David spent a great amount of time he finally connected me with a flight out of Baltimore to Columbus. After an hour cab ride I made the connection and arrived in Columbus at about the same time I was originally scheduled to land. Although I was inconvenienced by not being informed of my standby status, its people like Capt. Owens and David that will keep me coming back to Southwest.
