Customer Relations
PO Box 36647
Dallas, TX 75235
241-932-0333
23 November 2010
I am disappointed with Southwest Airlines today. Historically we have used Southwest Airlines as our primary air carrier. While taking our daughter to visit family in Florida, we were alarmed by the lack of customer service which Southwest Airlines advocates for. While boarding in Baltimore, we were disturbed at how the baggage agent mistreated both our car seat and our stroller.
We watched as the baggage agent kicked our car seat down the ramp from the jet way to the tarmac. It wasn't until seeing this that we reached for our camera and began filming. Without any assistance from another agent on the ground, our car seat tumbled down the ramp and fell to the ground. In the first video you will find our car seat on the ground, in the second video you will see the evidence of the mistreatment of our stroller as it is kicked down the ramp; with a full-face shot of the gentleman handling our bags.
I now fear that the current car seat may have been damaged by the impact of the fall from the jet way. I do not feel safe putting my child back in this car seat. I know several news stations and internet sites that would be interested in these videos this holiday season.
What do I want? I would be satisfied with a voucher so that we can purchase a new child seat and a complete refund of our airfare.
In addition, if you monitor your check in agents, I hope you take a careful look at our check into Tampa International Airport. Not once did the check in agent ask for our photo IDs, yet we were allowed to check in 4 bags, and print 3 boarding passes, one for our child who is under 2 years old...again, without photo IDs. If prompted, I imagine TSA would be interested in an investigation.
If I am not contacted by 15 Dec., I will be forced to go public with my findings. Below you will find my contact numbers and email address.
- [Ashburn, VA]
* * * * * *
Dear [Ashburn, VA],
Without a doubt, we acknowledge how vital Customer feedback is to our operation and your comments and concerns about the recent handling of your luggage have been heard and taken to heart.
After reviewing the video provided, we acknowledge that your car seat was on the ground as a result of reaching the end of the luggage belt. However, our Agents are very familiar with the importance of handling Customers luggage carefully, and there is no indication that the car seat was kicked down the luggage belt. It is also evident from your video that one of our Ramp Agents used the ball of his foot to aid in the guidance of your stroller being sent down the luggage belt, yet in no way was this action performed in a negligent or aggressive manner that would have caused any subsequent damage to your stroller. As the stroller reached the end of the belt, another Ramp Agent immediately removed the stroller and placed it in the respective luggage cart. While we sincerely regret any disappointment caused, we must respectfully deny your request for reimbursement of your airfare and compensation for a new car seat as neither your car seat or stroller was mishandled. We apologize for any disappointment in this regard. Please know that your correspondence has been summarized and provided to our Senior Leadership for their review.
Additionally, while I understand your concern that our Employee didn't check your I.D. (or those of your family members) at the ticket counter, I wanted to share that, although encouraged, our Employees are not required to check identification (most Customers check in online and proceed through the security checkpoint without checking in at the ticket counter) as the Transportation Security Administration (TSA) is responsible for I.D. checks.
We appreciate your taking the time to write to us, yet we regret that your letter was written as a result of an unpleasant experience. We truly value your patronage and would be honored to welcome you and your family onboard in the near future.
Sincerely,
Tiffany, Southwest Airlines
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Southwest Airlines Agent kicks our infant car seat down the ramp - Part 2by ridog10106,005 views
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