Southwest airlines lost all of my cues....

1pRoscoe said:
Lots of great ideas, peeps...

I am waiting the 5 days as requested, and if I don't resolution on the 6th day, it's on.... :)

I am pleased that within 24 hrs of posting, this thread has hit almost 3000 views, and I am very happy to see that there is some sort of comraderie (sp?) amongst us....

I'd be willing to bet I've already cost SWA double what I'm out.... at the very least.
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It might also be worthwhile to mention to them that this story has generated 6 pages of replys on the forum and 2777 views so far so there is a fair amount of concern about how your situation will be handled. There is power in the internet.

Good luck
SGM
 
1pRoscoe said:
You've got to be f'ing kidding me.....

Can ANYONE locate any emails for Southwest Airlines? Is anyone here an employee?? I want to get the email address for the following people:

Gary Kelly
Colleen Barrett
Michelle Perrett
Mike Van de Ven
Donna Conover
James Ruppel

I'd like to see if anybody can get ahold of the email addresses for these individuals. I'd greatly appreciate any anonymous PM's.... :p
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Looks like you are missing some names:

Herbert Kelleher - Chairman
Ron Hicks - VP Law, Airports and Public Affairs
Laura Wright - CFO
 
Just called again and was told now that it's not $2800 per item, it's $2800 PERIOD. Very contradicting to what I was told face to face....

I was then told that I need to mail a few items to their corp facility to initiate a claims form and begin this process... This is a major pain in the balls, and I will get equal compensation..... If not, I will ensure that they lose a LOT of business.

Wonder what could hurt more - cutting me a check for $5600 or losing $100K+ in business? I'm out more than that anyways......

Now I'm pissed again. And to think I was against the Wright Amendment... :rolleyes:
 
1pRoscoe said:
... I'd be willing to bet I've already cost SWA double what I'm out.... at the very least.
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Except for the similar discussion that's going on about United or American in the next BB over that's sending new customers to SWA.

What the airlines really need to do is change their system for tracking baggage. Right now they don't scan barcodes at each transfer and check. If they did that, it would be pretty clear where the stuff is disappearing and the arrests could commence.
 
RFIDs are coming... read just last week that a couple of airports in the US are going to run a test trial with 'em... fwiw. :rolleyes:
 
Ross,

If they locate your cues/items at Philly, I will offer to drive there and pick up your stuff. Then I will overnight them back to you.

You keep me posted via pm.

Barbara

1pRoscoe said:
Just called again and was told now that it's not $2800 per item, it's $2800 PERIOD. Very contradicting to what I was told face to face....

I was then told that I need to mail a few items to their corp facility to initiate a claims form and begin this process... This is a major pain in the balls, and I will get equal compensation..... If not, I will ensure that they lose a LOT of business.

Wonder what could hurt more - cutting me a check for $5600 or losing $100K+ in business? I'm out more than that anyways......

Now I'm pissed again. And to think I was against the Wright Amendment... :rolleyes:
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Bob Jewett said:
Except for the similar discussion that's going on about United or American in the next BB over that's sending new customers to SWA.

What the airlines really need to do is change their system for tracking baggage. Right now they don't scan barcodes at each transfer and check. If they did that, it would be pretty clear where the stuff is disappearing and the arrests could commence.
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Too true, Bob, however in their industry (not unlike the automobile indus), every dollar counts....
 
Send a link to this thread to every email address at Southwest

Catahula said:
Ross, like eveyone before me I am truly sorry to read your account. As someone who has traveled extensively I have had both luggage lost and items stolen from luggage that did arrive. In every case, my dealing with the airlines (UNITED AIRLINE in particular) left a sour taste in my mouth. The only thing they did well was take my money for the ticket.
I would offer this up as a suggestion. You mention that you are writing a letter to Southwest. I work in management for FEDEX for 15 years and I would suggest (if you are not already doing it) the following:
1. Get the name and phone number of everyone that you deal with at Southwest.
2. Start a log of phone calls, conversations, and letters.
3. Do not deal with any of the minions. If you don't like what you are hearing ask for the name and number of their boss. Insist upon talking directly with them.
4. Do what you have to get the name and address of the highest ranking Southwest official you can find (preferably CEO) and involve them in your issue. Do this in writing with a registered letter with delivery confirmation. The sooner they know that you are not going to roll over and go away the better.
5. If you can find a phone number, call the CEO. You won't get through but you will get the attention of someone who acts as the CEO fireman.
6. My favorite...Tell them that you are going to repeat your personal story about your "Southwest Experience" and how you were treated, to everyone that will listen, both in person and on the web, and that you are going to ask those individuals to repeat the story to at least 6 other individuals and those people are going to ask their audience to do the ask to do the same. Tell them you are not going to be happy until the CEO has this story told to him by one of his golfing buddies on the 1st tee.
Step on the "go peddle" and do not let off.
Pass that information (CEO name and address) around and I would be more than happy to write my own letter to the individual as would a few other people here as well I'm sure.
I will tell you that issues get resolved a lot quicker from the "top down" as opposed to "bottom up".
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You might also consider sending a link to this thread to every email address you can get of Southwest. Sorry about your loss. That is awful.
JoeyA
 
1pRoscoe said:
You've got to be f'ing kidding me.....

Can ANYONE locate any emails for Southwest Airlines? Is anyone here an employee?? I want to get the email address for the following people:

Gary Kelly
Colleen Barrett
Michelle Perrett
Mike Van de Ven
Donna Conover
James Ruppel

I'd like to see if anybody can get ahold of the email addresses for these individuals. I'd greatly appreciate any anonymous PM's.... :p
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I don't want to assume anything so, did you telephone the main switchboard at (214) 792-4000 (Main Switchboard)
(214) 792-4415 (Investor Relations)
(214) 792-4908 (Request Investor Package)

Have different people call from different phone numbers and request the email address for each person you want to contact.
Joey
 
Joey - I tried to respond to your PM but your over quota and cannot accept.....

Thanks a ton for all of the ideas, if I don't hear anything in the next few days, I think a calling/faxing/emailing campaign will be in order..... I am getting nothing but attitude from SWA employees, and I have just sent a pretty lengthy email to all execs at SWA, but guessing their address... At least nothing bounced... :p
 
From the Southwest Airlines home page:
(www.southwest.com):

Why We Don't Accept E-Mail
At Southwest Airlines, we want to provide you with the best possible Customer Service by responding to your concerns and questions in a timely manner. At the moment, our ability to support e-mail in a manner consistent with our service expectations is not fully in place. Please feel free to drop us a line at the above address.
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I smell a challange.

Been looking for an hour already.
 
Thunderball said:
I smell a challange.

Been looking for an hour already.
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Any specific ideas? I just sent a rather long email and nothing bounced, so I think I have something.... :p

If I don't get the answer I need to hear, I think a campaign may be in order..
 
1pRoscoe said:
Joey - I tried to respond to your PM but your over quota and cannot accept.....

Thanks a ton for all of the ideas, if I don't hear anything in the next few days, I think a calling/faxing/emailing campaign will be in order..... I am getting nothing but attitude from SWA employees, and I have just sent a pretty lengthy email to all execs at SWA, but guessing their address... At least nothing bounced... :p
Click to expand...

YOu need to get different fax numbers for different people/departments. Then Azers can individually script their own letters referencing your problem and at the same time illustrate the need to fix the policy airlines have on cue sticks. Who knows, if enough people write in, the people that make the policies might alter them if it makes sense. Perhaps a new solution may be thought of that makes sense.

I wouldn't mind paying a separate insurance fee to cover my cues in case of loss , something reasonable.
JoeyA
 
> If this had happened to me,and the threat of big business screwing me with no recourse because they hire idiots that lose and steal packages loomed large,I'd be looking for the #1 guy in the company. I'd non-threateningly harrass the living s**t out of the guy until it became important to him to correct the situation,and make sure that justice was paid to those that actually perpetrated the crime,if indeed there was one. Ask him what physical possession matters most to him,is the most valuable,and carries the most sentimental value,if that is the case. Then,ask him how he'd like losing that item or items to a faceless thief and have the thief's employer tell him "sorry bud,but what you lost is only worth X amount to our insurance carriers,have a nice day". That would be enough to convince me this guy is serious about his missing stuff,and for all we know that may very well be the case,and I'd do what I could to help him out. At least make a thorough enough search to conclude the package had to be removed from the premises,and do some research and see how much the items are really worth. I'll bet if it were his golf clubs missing,no stone would be left unturned.

Or,you could always call them and tell them that you forgot about the golf-ball sized wad of C4 you use as a joint protector,they'll damn sure find it then. Tommy D.
 
I would be very careful...

I would not recommend following that advice about mentioning
a C4-based joint protector! The way things are these days, you
would probably find yourself locked away for a very long time.

Yeh, "big business" is really out of control. A while back I
was planning a road trip, and found that Amtrak would not
allow cue sticks to be carried also. I think they mentioned things
like "billy club like instruments" being prohibited.

Another facet of big business operating in ways that push people
to their limit of acceptance, is the amount of commercials on
television these days. Like 8 minutes of programming followed
by 5 minutes of commercials. Oh well...
 
Best thing you can do these days is just insure it with your own homeowners insurance. At least if it gets lost you have a big insurance company fighting with a big airline. If enough losses happen they will start taking employee theft and losses more seriously. Sad route to take but only one I can think of that is realistically going to actually make a difference.

Good luck with the lost cues.
 
1pRoscoe said:
Joey - I tried to respond to your PM but your over quota and cannot accept.....

Thanks a ton for all of the ideas, if I don't hear anything in the next few days, I think a calling/faxing/emailing campaign will be in order..... I am getting nothing but attitude from SWA employees, and I have just sent a pretty lengthy email to all execs at SWA, but guessing their address... At least nothing bounced... :p
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Roscoe,
I don't mean to sound doom & gloom, but I can't help but think your speaking with SWA is going to fall on deaf ears.

Call your Congressman!!!!
 
If you flew out of Philly, you might have seen your luggage this morning on CNN. They said there were hundreds of bags just tossed into piles. Some people going through them to find theirs, etc.
 
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