Deborah Abraham sent a message to Gary C. Kelly Chairman, President, and CEO, Southwest Airlines Co. - email address that said:
The new computer system you rolled out in May forced a $130 fee on my account that took one month and hours of time on the phone to be reversed. Your company has offered no compensation or flight voucher over this. A low estimate on air travel I expect our family of four to have is $15,000 over the next four years. None of that will be with Southwest. We have children attending different colleges in Colorado, requiring us and them to make many trips from Minneapolis to Denver. We will no longer be using Southwest. My claim number is 145897768. I thought you should be aware of this. Your staff was only able to complete 50% of my request on May 12, and then because of your new computer system, was unable credit me back the $130. Unfortunately, none of the two hours I spent on the phone with the Level 2 people in your technology department has been linked to this claim number. As a customer, I shouldnt have even been aware that you were changing computer systems, let alone, been this inconvenienced by it.
