Comments on: Southwest Airlines in “final stages” of implementing system that allows e-mail contact

By: Andrea

Andrea — Thu, 05 Nov 2009 18:13:21 +0000

I guess Southwest could have implemented email Customer Service a long time ago and just handled it like every other airline and send you an automated reply stating “thanks for sending your comment/complaint/gripe/problem/emergency/whatever and we’ll get back to you whenever we feel like it” email. Then you could wait and fume and STILL search the internet FOREVER looking for an 800-number to call in person to talk to a live person….oh wait….Southwest DOES have live people on the end of an 800-number to talk to. And they speak English (and Spanish).

Southwest took the time to beef up the Customer Relations department and train both telephone and writing representatives (in the United States – local jobs) to respond to Customer comments and issues. That takes time. Sending a auto-reply is easy – getting it right is not.

By: Katie

Katie — Sun, 12 Apr 2009 11:56:40 +0000

I can’t believe South West Airlines has taken this long to embrace something so simple as customer emails!!

They’ve certainly got the hang of online social networking with over 21,000 followers on Twitter.

And did you see this great video circulating the Internet??

By: Ron G

Ron G — Thu, 12 Mar 2009 00:30:15 +0000

Southwest boldly leaps forward into the 21st century…….Only nine years later than everyone else.

By: Tom

Tom — Wed, 11 Mar 2009 20:04:43 +0000

If your email is over 250 words, Southwest will charge you for another email.

By: Chris

Chris — Tue, 10 Mar 2009 12:46:16 +0000

Wow – what a neat idea! Finally business is going to start harnessing the power of that new-fangled internets!

Do you think I can get to Southwest Airlines by using WebCrawler or Ask Jeeves?

I better make sure that I don’t go over the 3,000 minutes I get on my AOL account each month when I’m trying to contact them. Especially on my 28.8 dial-up connection!

Seriously, Southwest, welcome to 1998. Lord.

By: noah

noah — Mon, 09 Mar 2009 18:19:24 +0000

“In typical Southwest style, we want to underpromise and overdeliver.” Set expectations low and nobody will be disappointed.

By: Chris

Chris — Fri, 06 Mar 2009 15:54:40 +0000

What year is this?

By: Aaron

Aaron — Thu, 05 Mar 2009 17:25:39 +0000

Welcome to the 21st century, Southwest. Next thing you know, they’ll be flying jets.

By: Ben

Ben — Thu, 05 Mar 2009 03:57:49 +0000

It is long overdue!!

By: John

John — Thu, 05 Mar 2009 00:08:37 +0000

I once had an issue and was able to get an exec’s email, and within 2 hours he sent a personal email, and a 250 luv voucher and then sent a hand written apolgy, SWA gave my diabetic father a hard time after a cancelation. My dad was in a very long line, and asked to be helped so he could get some food, and they gave him trouble. So the exec responded quickly, they are great and its awesome they are coming to boston