Southwest Airlines
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The opposite of customer service.
Sorry we have been "inconvenienced by a flight delay?" REALLY?!! My daughter and 3 friends boarded a flight to depart at 8:00am. As of 11:53am they had not left yet. In the beginning the crew offered $600 to people who could leave the flight. 13 did and then another 9 did. My daughter and her friends have a connecting flight so they stayed on. As of 12:30pm they have not left. They have been offered water once and no snacks which is NOT what your Contingency Plan states at all. One of the bathrooms has had fecal matter scattered everywhere, by another passenger, including the walls and mirror. "US airlines must provide passengers on domestic and international flights with food and water no later than 2 hours after a tarmac delay begins. The airline is required to keep the lavatories operable...." At 12:40pm they were told by the flight crew that they could get off the plane for food. At 12:41 the man who checked their Boarding Passes said no they can't get off because they are about to leave. They have been detained 5 1/2 hours so far and yet the rules state "After a tarmac delay of 3 hours in the U.S. or four outside of the U.S., passengers must be given the option to deplane." I am furious these young ladies are experiencing this. At 12:30 I called 800-435-9792 and spoke to Tranail in "Customer Service". He said he couldn't help me but that I should make a complaint so here I am. I called back to ask for a Supervisor or Manager and was told by Robert that there is no one of any higher level I could speak as they are all out of Dallas. They only accept emails. He will try to help me and I have been on hold 19 minutes while tries to reach someone to help me. WHAT IN THE WORLD KIND OF CUSTOMER SERVICE IS THIS?!!! Zero is what it is. THIS IS HORRIBLE! You have in essence kidnapped these passengers and you owe them compensation for the despicable treatment of paying customers. Lisa finally picked up my call at 1:11pm. I asked if she was a supervisor and she said no, she's the same as Robert. There's nothing she can do. The captain is in charge and then the flight crew. How do I reach someone higher? She leads me back to the SW website and the "Contact Us" link at the bottom. Who is going to answer for this shameful behavior?!!