Richard Kaspar sent a message to Gary C. Kelly Chairman, President, and CEO, Southwest Airlines Co. - email address that said:
Received this from your Customer Support group:
The feedback of our A-List Preferred Members is vital to our continued success, and we appreciate this additional opportunity that youve given us to respond.
I am sorry for your disappointment with the boarding position you were issued when you recently checked in with us. It appears we did not correctly reserve a priority boarding position on your behalf. As a result, your tier status was not recognized, and we apologize for this error.
Being one of the first to board is a benefit that we award to our loyal Members, and recognizing your status is very important to us. Please allow me to explain, our Employees are unable to change a boarding position over the phone or at the airport once boarding passes have been assigned. Still, we should do everything we can to assist our Customers, and Tier Members who do not receive an A boarding position are always welcome to board between the A and B boarding groups.
We recognize that this issue has caused you inconvenience and assure you that we are working with all possible haste to correct the issue. Additionally, we are always looking for ways to improve our operation, and we appreciate your candid feedback. I have included your concerns in our weekly summary, which is distributed to our Senior Leadership.
Retaining your patronage and friendship mean the world to us, and nothing would please us more than to share the skies with you for many years to come.
Brigitte Armato, Southwest Airlines
Mr. Kelly - Never experienced this before! Your airline messed, I get penalized, and nothing can be done!