[hhguy]

On Saturday, November 29, Flight 105 from Dallas Love Field to Houston Hobby was delayed for over 2 hours. I believe most air travelers are okay with delays if they are explained and apologized for - this was not the case in this instance. I am unhappy with Southwest Airlines for the following reasons:
1. We were never told why the flight was delayed - when it was first announced, the SW agent at Gate 10 flippantly said - "Oh, it looks like they are giving your plane to some other flight", with a little laugh - it may have been humorous to her, but it was not to the customers!
2. Throughout the next two hours, we were given 2 updates - still no reason why and no apology for the delay. In the meantime, Flight 143 also going to Houston Hobby arrived and departed at our gate.
3. Finally over two and a half hours after our scheduled departure, our plane arrives from Midland/Odessa - only after we are seated on board and about to take off do I hear the first apology (from the Captain) for the delay.

I found it quite ironic that SWA had "We Are Thankful for Our Customers" plastered all over the airport, yet were unable to treat us with enough respect to explain why our flight was delayed. If bad weather or mechanical problems delay a flight that is understandable - safety first. I was truly disappointed in SW's cavalier attitude - yes, we do have a choice and I will be exploring other options the next time I have to fly! SWA has definitely taken a turn for the worse when it comes to good customer service - they need to re-examine their committment posted on their website. And, by the way, you would think in 2008, a company would have an email system set up to receive and respond to customer feedback, Southwest Airlines does not!

[Corbel]

when i was working customer service, if we had a delay...no matter what the reason, we updated our passengers every 20min or so, or everytime we had new information. i believe customers have the right to know what the delay is. i always hated telling the customers, plane is due to depart at 3pm, then it doesn't then its 3:30, sure people yelled at me saying "how come" or "you said this time first now its this time". Soutwest should have told you why the delay, most the time the agents know...if they call their dispatch center or if their is good communication. i dont think the agent was trying to be funny, i think she was trying to make light of the situation. could you have tried flying stand by on flight 143? just wondering, but im assuming the planes were pretty full after it being a holiday, never hurts to try though.

i dont know if you saw on their website, but you can write to southwest...
Southwest Airlines
P.O. Box 36647 - 1CR
Dallas, Texas 75235-1647

[Genabrie]

I was supposed to fly Southwest tonight from Nashville, TN to Los Angeles, CA. Unfortunately SWA cancelled all of their flights out due to rain. No other airline closed down, just SouthWest. If I had enough money to pay overnight airfare I could have flown out on another airline, but I don't. I was flying to Los Angeles to have surgery which was scheduled for the next day.

Unfortunately I had to cancel my surgery, because the soonest they can get me there is not until tomorrow night. To make up for the inconvenience they offer absolutely nothing. No extra frequent flyer points, no free flights, no hotel room for tonight.... Not even a free meal!! Nothing!!!!

I am ******. They say its not their fault that it's raining. That may he true, but it's not my fault either.... And it is their fault that they have cancelled their flights when no one else did. According to the supervisor they had to cancel because they are short staffed due to the weather. She said with "road closures and delayed fights they simply don't have enough agents and attendants to run their flights.

I have never had an airline totally cancel flights due to rain before, and never had an airline totally strand me at the airport. All they offered was a coupon for a "discounted room"... When I called the number someone attempted to get me to reserve a room at higher than the going rate I could get online. What kind of crap was that!!!!! Trying to gauge passengers for an overpriced room in addition to majorly inconveniencing them by cancelling the flight.

I have always flown southwest in the past, but doubt I ever will again. Saying you care about your customers is not the same as actually caring. An airline that cares makes sure their customers get where they need to go, rather than running so short staffed that they have to cancel flights.