Douglas Stevens sent a message to Gary Kelly that said:
This is a concern that I never thought I would have to express regarding Southwest Airlines. After many issues of disregard for her well being by Southwest Airlines staff I feel that someone should be aware of the problems that she faced on a simple flight from St. Louis, Missouri to Washington, Dulles via Atlanta. The initial flight from STL to ATL was primarily without incident with the exception that the flight attendants were notably absent from the compartment throughout the flight. Once she arrived in Atlanta, however, things seemed to go downhill rather rapidly. Significant delays, marginally communicated and then finally cancellation of the flight. This was quite interesting to me since flights to both Baltimore and Washington Reagan were departing during the time her flight was being cancelled. Then to add insult to injury, she was not even rescheduled for a flight to Washington IAD, but to Baltimore. The customer service attendant's particular lack of concern was highlighted by her remark that Southwest assumes no responsibility for weather related incidents. While I understand the logic behind that statement, I do not believe it was necessary to respond to a customer who had already been inconvenienced by the airline. I am quite sure this complaint will receive little or no interest, however, I felt as a loyal Southwest customer something needed to be said. Thank you for taking the time to read this e-mail and if you would like to respond that would be appreciated.
Sincerely, Doug. Stevens