Mark Goodner sent a message to Gary Kelly that said:
"Foremost, we want you to know that it is never our wish to inconvenience our valued Customers." Really? So, please explain why you made the approximately 180 valued customers on flight #3251 (BWI to IND, through Chicago, on Fri., July 21) wait for over an hour at the gate for 4 other people, knowing a storm was approaching. Had you departed on time, 180 valued customers would not have had to sit at the end of the runway in that storm for another hour. Had you departed on time, 180 valued customers would not have hit that wind shear at Indy. Had you departed on time, 180 valued customers would not have been low on fuel. Had you departed on time, 180 valued customers would not have been diverted. Had you departed on time, 180 valued customers would not have all been abandoned in Cincinnati. (P.S. it was also a nice touch that you left an unaccompanied minor alone and in tears.) Had you departed on time, 180 valued customers would not have been left to roam the Cincinnati airport directionless and without information or guidance. Had you left on time, I would not have had to rent a car to get myself home in order to take medication for a chronic health issue. Due to this epic fail, and the unsatisfactory "customer relations" experience I had this morning (in which your representative refused to allow me to speak with a supervisor after refusing to compensate me for the rental car, gas, and parking fees I had to incur due to your organizations\' poor decision-making skills) I will no longer be flying on Southwest. I will be giving my money to an airline that can demonstrate some true competency in operational decision-making and, if mistakes do happen, will fully compensate valued customers for the inconvenience.
