I'm Saying No to Southwest Airlines.

I had a less-than-satisfactory experience flying Southwest Airlines in June. I paid a premium price to receive expedited check-in, along with first boarding privileges. I didn't receive the benefits, and felt like a fool for paying extra. When Southwest sent an email thanking me for the business and soliciting feedback, I decided to go ahead and tell them about my experience flying their airline. I also told them I felt that I had been ripped off, and I would go out of my way to avoid using their services again. This is the reply I received:

"Dear April,

I am so sorry that you feel you weren’t able to enjoy the benefits of your Business Select Fare on your June 26 flight.  As a valued Southwest Customer, your feedback is very important to us.  I am grateful for this opportunity to respond to your concerns and, of course, apologize.

While we, of course, offer preboarding to any Customer with specific seating needs or who need assistance boarding, out of respect for all of our Customers and to maintain the integrity of our boarding/seating system, these Customers should only have one additional person accompany them onboard the aircraft.

We do not have a policy that prohibits saving seats; however, when other Customers inquire about the availability of a particular saved seat, we would hope that our Customers would stick to the “Golden Rule.”  That said, we sincerely regret this particular Customer diminished the quality of your flight experience with us.

Furthermore, we regret that you feel you didn’t receive the highest level of Customer Service at the San Diego (SAN) ticket counter.  All Southwest Airlines Employees are expected to be friendly, helpful, and, above all else, courteous to all of our Customers who are kind enough to grant us their business. It is clear that you are disappointed with the Customer Service you received, and we are sorry that your experience was not indicative of the considerate and professional service that we strive to provide.

We appreciate your providing us with the details of your experience, and our Staff has ensured that your correspondence has been properly indexed and attributed to the appropriate areas. Additionally, your comments have been summarized and provided to our Senior Leaders for their review.

Your business means the world to us. It's our hope that you will continue flying Southwest Airlines for many years to come.

Sincerely,

Shawn, Southwest Airlines"

The customer with specific needs referred to in the note was a person in a wheelchair who needed preboarding privileges. I understand that need, and have no issue with that need. However, this particular customer put jackets, purses and bags across the first three full rows (on both sides of the cabin) for a total of twelve seats, saving them for her family - who boarded in the last group.

This response does not give me warm fuzzies, nor does it make me feel like they appreciate my business. Accordingly, they won't be getting any further business from me.