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(Some Guy)   After discovering his luggage was damaged during a recent trip, a Southwest Airlines passenger launched a website with various images to illustrate his trip as a letter to Southwest. FARK: Southwest responds in kind   (dearswa.com) divider line 35
    More: Cool, southwest  
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11147 clicks; posted to Business » on 13 Jan 2012 at 8:31 PM (2 years ago)   |  Favorite    |   share:  Share on Twitter share via Email Share on Facebook   more»



Voting Results (Smartest)
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Archived thread
2012-01-13 05:18:10 PM
3 votes:
Awesome, a company that knows good PR is worth a hell of a lot more than $140.
2012-01-13 09:11:27 PM
2 votes:
SWA munched my bag, and was really good about replacing it with one of similar size that they had at the ready. I figured someone with an expensive bag would have the same experience as this guy.

The only problem was I had to transfer the contents to the new bag right there at the desk so they could keep the damaged one. Could have been embarrasing if we had our sex toy collection with us.
2012-01-13 08:57:51 PM
2 votes:
That was cool as hell. A major percentage of not only airlines but other companies need to see this.
2012-01-13 07:06:36 PM
2 votes:
Hmmm...an airline that can doesn't charge a fee for checked bags, has low fares, customer service that has a sense of humor and can do so for a profit. Hey, Delta, American and United, why can't you do this?
2012-01-13 06:58:21 PM
2 votes:
Southwest was very, very cool to do this. That said, I'm kind of feeling a Louis C.K.-like "everything is amazing, and nobody is happy" attitude toward the guy that biatched initially.

Let me get this straight: You paid a discounted fare to be allowed to sit comfortably within a pressurized metal tube that was then launched into the sky at great velocity before ultimate depositing you in the general vicinity of your family for the holidays mere hours later...but then your life was ruined because the superficial exterior of the expensive bag that contained your personal effects suffered a bit of surface damage during the process by which they accepted it, sorted it, stored it, made sure it came with you, and then delivered it to you intact upon arrival? Oh, good HEAVENS, no! You've been MILDLY INCONVENIENCED! By all means, you ought to expect the airline's management to prostrate itself in the futile hopes of gaining the unworthy favor your mercy!

This is the kind of $#!+ I think of when I think of "White People Problems."
2012-01-13 05:43:40 PM
2 votes:
Now THIS is called customer service. Fix the problem to the best of your ability, and don't treat the customer as somebody who's just bothering you.

No wonder that Southwest is the only airline that I can stand to fly these days. (And I have to take the train to BWI to fly them... :( )
2012-01-14 03:16:22 AM
1 votes:
Given that the ticket shows the carrier agreement to replace damaged or missing luggage, the company should reimburse or replace the bag. Not White People's Problem, but "Hey We Have A Deal Here".

That said, cute all 'round. Glad everyone's happy.
2012-01-14 01:12:45 AM
1 votes:

Nadie_AZ: Why don't more businesses realize that customer services is HUGE in attracting and retaining customers?


Because the people who knew that are -- for the most part -- retired... or deceased. It seems to be an outdated concept. The people who are currently running businesses are so focused on short-term profits that they're ignoring the concepts of repeat business and word-of-mouth referrals. The concept of having decent customer service as a way to retain customers is lost on the mental midgets who run most businesses nowadays. It's sad. It's like the US business community is striving to drop to third world standards.

Although many businesses have adopted the screw-the-customer attitude when it comes the customer service (or the lack thereof), the airline industry is probably one of the most obvious offenders. I used to love flying -- even when I traveled on business -- but now the way that airlines treat their customers (I fully expect on-board lavatory surcharges to be instituted soon) just makes you feel like a piece of sh*t for even wanting to fly somewhere. The concept of charging separately for luggage and meals -- and just about anything else they can think of -- just ruins the entire customer experience. Younger people are used to it. Older folks like myself are being forced to adapt to it -- but it does suck. Dealing with airline bullsh*t these days ranks right up there with used car salesmen. It's bad enough going to an airport and having to check in via kiosk (which still requires a person to help you when you want to check bags). Now -- to make sure that we're really treated like pieces of meat -- airlines are now pitching their own credit cards on the goddamned flights. You're sitting there in your seat trying to relax after the flight has taken off and a flight attendant comes on the loudspeaker and starts pedaling the airline's brand of VISA or Mastercard.
2012-01-14 01:09:09 AM
1 votes:
I just wrote SWA a nice email in reference to this, telling them that this makes me happy to continue being their customer.
2012-01-14 01:04:42 AM
1 votes:

qlenfg: lhs2130: Talk about massive violation of SOPA via use of copyrighted images !!!

Yep. Makes you wonder.

AA(**holes) broke a big folding metal handle off a fairly new Samsonite roll-around suitcase, and after getting nowhere with the agents at the airport I wrote a letter to the corporate office demanding some compensation. Their solution? A $100 voucher good for purchase of a full-priced fare.


your story makes no sense...

went to AA baggage services, filed a claim, brought back my bag empty(to the AA counter of an airport of my choosing), and four weeks later got a new bag. same broken handle thing.
2012-01-14 12:49:31 AM
1 votes:
The cynic in me says this is viral marketing.
2012-01-14 12:13:05 AM
1 votes:

EnviroDude: gotta love southwest (except for their senior citizen stewardesses)


Most of the time, I'd agree with you. Then they have to go and do something like this. Suing the federal government because you want to continue hiding fees and taxes until the end of the ticket checkout process is a rather crappy thing to do. Give me the real price up front.
2012-01-14 12:11:47 AM
1 votes:

lhs2130: Talk about massive violation of SOPA via use of copyrighted images !!!


Yep. Makes you wonder.

AA(**holes) broke a big folding metal handle off a fairly new Samsonite roll-around suitcase, and after getting nowhere with the agents at the airport I wrote a letter to the corporate office demanding some compensation. Their solution? A $100 voucher good for purchase of a full-priced fare.
2012-01-13 11:46:37 PM
1 votes:

relaxitsjustme: Nadie_AZ: basemetal: [farm8.staticflickr.com image 495x392]

The girl on the left, bring her to me!

Fine. Send the one on the right over here.

Fine, send me the plushy airplane in the middle. (NOT the dude)

/you don't want to know


anthropomorphic airplane porn exists
2012-01-13 11:42:50 PM
1 votes:

melopene: bangmaid: Who pays $140 for a suitcase?

People who have to travel a lot and prefer to have high quality luggage? I'm in the market for a high quality carry-on myself.


Check out Osprey. Their travel stuff is more than most people need.
2012-01-13 11:06:08 PM
1 votes:
'Wow' all the way around.

Many years ago I was at St. Thomas headed back home on American.

The flight was late leaving St. Thomas for Puerto Rico but we were told that the gate people at PR would 'take care' of any problems.

We got to PR late, naturally, but were told that the gate people in Chicago would 'take care' of any problems.

We got to Chicago late and guess what? There were NO gate people to 'take care' of our problems such as no place to stay because American Airlines made us late each step of the way right up to causing us to miss our last connecting flight.

I finally found someone from AA and told her she - as AA's rep - had an obligation to find a hotel AND PAY FOR IT because of AA's incompetence.

After about 20 minutes she finally agreed but by then it was 2 am.
The next day OHare was fogged in and I had to pay a limo driver $100 to drive us 100 miles.


What a shiatty airline.
2012-01-13 11:02:31 PM
1 votes:
I fly too often and to far too many destinations to use SWA, but if they were more ubiquitous (and offered first class seating to preferred members) I would only fly with them.
2012-01-13 10:57:43 PM
1 votes:

Nadie_AZ: applause.gif

Why don't more businesses realize that customer services is HUGE in attracting and retaining customers?


Yeah, it makes zero sense to put your lowest paid people in direct contact with your customer. These are the folks that determine weather or not you continue to have customers. They might be a little bit more important than $10 per hour.
2012-01-13 10:49:19 PM
1 votes:

COMALite J: edmo: I once saw a hard-sided Samsonite returned that had been bent into a U-shape after being run over by the main wheel of an airliner.

I guess airliner main wheels are tougher than gorillas?

/This had better not be obscure!


Not obscure, but wrong. That was American Tourister with the gorilla.
2012-01-13 10:43:34 PM
1 votes:
I can't snark to this!
2012-01-13 10:17:50 PM
1 votes:

Nadie_AZ: basemetal: [farm8.staticflickr.com image 495x392]

The girl on the left, bring her to me!

Fine. Send the one on the right over here.


Fine, send me the plushy airplane in the middle. (NOT the dude)

/you don't want to know
2012-01-13 09:57:29 PM
1 votes:

bangmaid: Who pays $140 for a suitcase?


People who have to travel a lot and prefer to have high quality luggage? I'm in the market for a high quality carry-on myself.
2012-01-13 09:56:02 PM
1 votes:
This is why I fly Southwest every time it's an option. Love 'em.
2012-01-13 09:24:11 PM
1 votes:
Actually it looks like his new bag was doing a good job. I think I'd stick with a winner and go with some duct tape or some of those been there stickers.
2012-01-13 09:22:24 PM
1 votes:
So what are the odds this is actually just a viral marketing ploy?
2012-01-13 09:17:57 PM
1 votes:
N I C E.


Needing to schedule a flight later this week. Was going to Orbitz or whatever the hell, but I'm flying on Southwest.com.

This sort off shiat has a profound impact.
2012-01-13 09:06:07 PM
1 votes:

edmo: I once saw a hard-sided Samsonite returned that had been bent into a U-shape after being run over by the main wheel of an airliner.


I guess airliner main wheels are tougher than gorillas?

/This had better not be obscure!
2012-01-13 08:14:21 PM
1 votes:

vudukungfu: Good thing he didn't take his guitar.


*nods knowingly*
2012-01-13 07:59:56 PM
1 votes:
Good thing he didn't take his guitar.
2012-01-13 07:01:09 PM
1 votes:

MaxxLarge: You've been MILDLY INCONVENIENCED!


I think his letter expressed that. He wasn't, "WHARRGARBLE YOU shiatFACES YOU RUINED MY BAG!" He was, "Hey, I had a mostly nice trip, but you ruined my brand new bag. I'm upset by this, but you guys are great."
2012-01-13 06:21:40 PM
1 votes:
I love Southwest.

The two airlines I worked for sucked. In a case like this, each would have sent a form letter to the passenger explaining that the purpose of a suitcase is to protect the contents inside and that's it's no big deal if it gets damaged, scratched, blah blah. Oh, and a nice "it's tough to be you."

I once saw a hard-sided Samsonite returned that had been bent into a U-shape after being run over by the main wheel of an airliner.
2012-01-13 06:18:29 PM
1 votes:
I love Southwest Airlines...this is just one of the many reasons.
2012-01-13 05:36:39 PM
1 votes:
farm8.staticflickr.com

The girl on the left, bring her to me!
2012-01-13 05:29:07 PM
1 votes:
.....
Yet another reason to like Southwest! I have never had a problem with them, unlike some other airlines...
2012-01-13 05:23:21 PM
1 votes:
Amusing. I fly SW frequently and I love them.
 
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