and an affinity for Twitter.
So after I posted this about our situation with Southwest, I also utilized my social media savvy and sent them a few Tweets linking up my blog post. I figured if we’d just spent 2+ hours of our time dealing with customer service reps who obviously didn’t have any authority (or willingness) to help us, I’d go to the top. After the Kevin Smith debacle, I knew that Southwest monitored their Twitter and I used it to my advantage.
Lest you think I am a catty bitch who pulls the military card whenever I want, you can go ahead and stop now. This is the first time I have ever done it and it was legitimately related to my husband’s service in the Navy. We had credits for a year that he hasn’t been able to use for the past 6 months because he’s been in boot camp & in school. Seems fair they would extend an extra few days as a courtesy so we can use the money we paid, right?
So after I got this back from Southwest:
Southwest Airlines: Hey Missy, just read your blog post. I’m really sorry we were unable to extend. I’ll send you a DM (direct message) so we can discuss.
I sent them my first & last name and heard from a customer service head honcho that afternoon. He left a message and followed up the next day. I have to say I’m pretty surprised at what they offered us because I was sure we were going to have to pay $50 to have the funds extended but Kim went one better- he refunded us our $155! For non-refundable tickets purchased in June of 2010. I was pleasantly surprised and excited that they were so willing and able to work with us. I hate that I had to take extreme measures but we had hit a ceiling in the customer service phone tree. No one would let us speak with a supervisor. We were told over and over again that our problem was not important enough to warrant a callback. Perhaps some re-training for your phone reps is in order, eh Southwest?
Thanks to everyone who worked with us and came up with a solution that was acceptable to both parties. We’re not talking about a lot of money, but when you’re a military family, every bit helps.
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