On Southwest Airlines, bags fly free. Your first and second checked bag will leave you with no costs (depending on the weight and sizing). Southwest believes that their lack of bag fees keeps them a step above their competitors. BUT what if your service doesn't follow through...what are you going to do?
So I did what I knew best, I tweeted Southwest...and I got my friends to help me too. Immediately I received a response from "Daniel", my new cyber friend. "Daniel" was sweet, friendly, and attempted to be helpful. However when it is all said and done, there was no trace of the bag. Everyone I talked to from Southwest was extremely kind and wanted to help me. They trained their customer service to the best extent. I can only imagine how many upset customer phone calls they receive a day.
Currently, the bag is still MIA. Southwest has called me every single day to remind me. I am ~optimistic~ that it will turn up soon. The biggest lesson this experience has taught me is how important online customer service is. Southwest replied to every tweet and direct message with a calm and caring attitude! Customer Service matters and despite loosing my bag, Southwest can pride themselves on that.
No comments:
Post a Comment