I am a tough critic when it comes to flying. I believe a delay never shrinks, it only grows. I was very surprised when a Southwest Flight from Phoenix was first delayed by 50 minutes. That delay soon grew to 2 hours. When the operations agent, Eric Roggin, told me not to worry I was skeptical. He made me a promise that the flight would take off by 7:00 PM (19:00). Wow! When was the last time anyone in the flight industry made you a promise (and kept it or didn’t blame it on Air Traffic Control)?
A few days later, I received this email:
Your flight left the ground at 1859, 1 minute prior to 1900. That is what I call customer service. I hope you enjoy your time in the bay area and it was nice to meet you.
The website is right on the nose when it comes to customer service with #1 being listen. I have been with SWA for 24 years and have always preached 2 ears 1 mouth for a reason.
If you ever need help with your travel plans drop me a line.
Now Eric, that’s BAM-good! Customer Service. Thank you Southwest!