Southwest Airlines
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BECKY PETERSON #27613
BECKY PETERSON #27613 Hi, Yesterday 7/5/2020 I traveled from SLC to Phoenix Flight #1332.. Leaving at 11:40am I traveled with my husband Manuel Flores and my two ESA pets. When we checked in to check our luggage and get our tickets I was not charged for one of my ESAs... I showed the ESA letter to two of your employees and was told I was okay to go on. We did just that and moved on to our gate preparing to leave SLC. We then arrived at our gate and proceeded to get our ticket scanned to enter onto the aircraft. This is where we met Becky Peterson #27613 She was very rude, saying she didn't understand why we had two ESAs and asked to check my ESA letter again (which she didn't even read/ just glanced at it) and then let on on the aircraft. It was a full flight in my opinion and we made our way back finding a row to ourselves because of COVID19 and we had two animals with us. As we were all situated I looked up and Becky came towards me with a confrontational, defensive and loud voice saying "Kelsey, you need to get all your stuff, get off the aircraft and go buy your pet a ticket". I was so anxious and embarrassed that she was so loud. I then asked her "are you all going to leave without me?" Becky then said "that's up to you!" " You need to get up and get off immediately" sweating with anxiety... I looked at my husband horrified wondering what we should do... 1.)I didn't want to get separated from my family 2.) Should I take all my stuff? what if they leave without me? 3.) I won't make it back in time .. (Becky didn't let me know the ticket counter was... I didn't know the ticket could be purchased close by) I thought I was going to have to go all the way back to check in to pay for the ticket which would definitely have us miss the flight. She failed to mention that to me.. and also failed to let us know that it was an easy fix that wouldnt take long and we wouldn't be left. It was SO unnecessary the way she approached us, how she delivered her message and embarrassing us in front of everyone in the back of the aircraft!! After all, it was YOUR employee who didn't charge us in the first place! I couldn't believe how we were being treated. This was the first time we flew with our pets so I was already anxious about it....This made the situation even more stressful. We quickly all got off the aircraft with ALL of our luggage and paid for the 2nd animal ticket. Got back on the aircraft to find our row had been taken and we would have to be split up... one of the female flight attendants politely asked the passenger who took our row to maybe switch to another spot so we could have our row back.. which he did and I was so grateful for that. Two of the female attendants observed the entire situation and also agreed Becky was being out of line and mentioned they felt bad for how we were treated! My entire family and I have always chosen Southwest to Fly.. I know how you all conduct yourselves and what you all pride yourselves to be. I have never been treated like this before. I understand you have a strict protocol for everyone's safety and I respect that but Becky Peterson is too harsh and it's only a matter of time until you get an employee like her with an angry passenger and then wind up on the news. I'm not sure if I will fly again with Southwest when going to SLC. It was humiliating. Please make sure your Employees are consistent when charging 2nd ESAS especially with first time Flyers with ESA(s).