Update: Southwest listened! See below.
An open letter to Southwest Airlines:
I had a disappointing experience with Southwest’s RDU lost baggage staff today. We had a tight, 35-minute connection at Midway whittled down even further by our later-than-expected arrival so I didn’t expect our baggage to make it on the plane with us. However, I left multiple messages with RDU’s lost baggage desk and none were returned until an hour after I had already schlepped back to the airport and picked up my bags.
The rep in the office this morning never left her seat, never told me “sorry for the inconvenience,” never checked my ID, never checked my claim tickets against the bags I picked up. To top it off, she never interrupted her personal cell phone conversation the whole time I was there. So, while she may not be capable of returning a voicemail, at least I know she is capable of using a telephone.
Frankly, I am shocked.
Look, Southwest, I did not expect my bags to arrive with me and I cut you a world of slack for that. I do, however, expect to get a prompt call back when I leave a message and a little more attention when I show up in person to reclaim my late-arriving belongings!Your flight crew was awesome as usual. Your gate agents were awesome, too. It’s a shame that the lost baggage agent – a person whose job should be all about atoning for a mistake (albeit an expected one in my case) – totally, completely blew it. I expect better from Southwest.
Your frequent flying friend,
Mark Turner
Update 24 August: A customer service rep from Southwest reached out to me and provided me travel vouchers for my trouble. More importantly, though, he listened to me. He will file a complaint regarding the poor customer service. That makes me happier than anything.
As I explained in my Facebook exchange with him:
My whole family’s 6 bags were delayed. And I’m fine with that, actually. It was a tight connection and I knew right away that our bags wouldn’t be joining us. I travel frequently and know that these things happen. What I’m truly concerned with is being ignored on the phone and in person by the Southwest baggage folks at RDU when I simply wanted to know where my bags were and when I could expect to pick them up.
What would make me happy would be if these employees will be given remedial customer service training. RDU is my home airport. I take great pride in it and I’m upset that this could be the first impression that travelers get of my home.
Do you see where I’m coming from?
Fortunately, Southwest did see where I’m coming from. Thanks, Southwest, for making it right!