[nagdu] Southwest Airlines and COS Again

Thu Aug 20 21:56:25 UTC 2009

Hello Sherry and listers,

    I was in discussion with them all during the trip and for several days 
afterwards. The only thing I got for my efforts was a refunded second set 
fare which is good, but the frustration, public humiliation, and financial 
problems caused by this incident left a bitter taste in both of our mouths.

    As it happens the person I traveled with is on this list and could 
describe what she witnessed. Take it away Cindy.

 Upon arriving in Detroit I told one of the CROS I met that I had flown with 
Southwest and was never told to purchess an extra seat and that I assumed 
that it was due to my having Johnny with me. I figured that the ground 
attendant and perhaps the supervisor on duty figured I needed the extra seat 
space for the both of us and that it wasn't worth insisting on my needing to 
buy the second seat as there were empty seats available on all of my 
flights. She told me that providing the extra seat to give Johnny room to 
lie without charging me for it was a courtesy given to disabled passengers 
and that they could not be 100% sure that they would be able to do this on 
my return flight. Since we sat in the bulkhead and Southwest's bulkheads are 
quite roomy it wouldn't have mattered anyway. And since I was traveling with 
another chapter member who is quite small she could have sat next to me to 
permit another passenger to sit in the third seat in the row.

    I wish I had gotten that supervisor's name. I might as wellhave been 
talking to the Godfather as he was rather insistent, harsh, demanding, and 
insulting! It only needed for him to, "Make me an offer I couldn't refuse" 
at gunpoint. Perhaps in the end it was the presence of Johnny that might 
have made him think twice about insisting that I buy a second seat 
round-trip but he made it plain that I would need to pay for the second seat 
for my return flight.

    The CROS in Detroit were very nice and wanted to be helpful. They told 
me that my return flights weren't full, but still encouraged me to purchess 
the extra seat to insure that I would get on those flights with the other 
chapter member I was flying with. They told me that neither return flight 
was full and that I could take a chance on there being plenty of available 
seats by default. By now I was too upset to chance anything and bought the 
extra seat the next day.

Recall from my previous message that printing out the boarding pass for my 
return flights was an adventure in itself.All of Southwest's computers in 
Detroit went down and everyone was dumb-founded. Now one knew what to do to 
get things back up and running. It took six ticket agents, two CROS, and 
calls to Southwest's Headquarters to get everything workng again and print 
out my boarding pass. The CROS could have reserved me a seat for the return 
flight without my having to pay for it thus avoiding this mayhem and 
possibly endangering passengers in the air. Had one or both flights been 
full they coulb have offered me a seat on a later flight that still had 
available seats without charge.

    By now even the Southwest Employees were getting scared.Several of them 
kept askig me if I was all right. ONe of the CROS brought me some water. Her 
assistant put her arms around me, began hugging me, and talking to me softly 
assuring me that everything will be all right and that I'll get home okay. 
After what seemed like an eternity my boarding passes were printed and we 
were on the way through airport security and to the departure gate.

    After getting home I submitted a request for the refund of the second 
seat. During the conversation I let the Southwest official I spoke with know 
what happened, how I was treated, and that Southwest is now on our "Airline 
of last resort" list.

    One more thing needs comment. As indicated previously Southwest has had 
their Customer of Size Policy since 2002. They began enforcing it it more 
vigorously due to increasing complaints from passengers on full flights. My 
question would be, "When did they begin enforcing this policy more 
agressively?" If the answer was in 2005 we flew with them in 2006, and on 
three different occasions last year; one of which was right after Matry got 
out of the hospitalwhen she had surgery before last year's national 
convention. On all occasions I flew with my guide dog. At no time did 
Southwest insist that I purchess an extra seat;It was this action that led 
me to believe that although the COS policy was in place because I traveled 
with a guide dog I need not worry about biing the extra seat and would not 
be subject to this policy. Perhaps there are others who can tell a similar 
story.

    Okay I've rambled on long enough. Sherry I hope this answers your 
question. All the best for a great weekend.

Peter Donahue

    From: "Sherri" <flmom2006 at gmail.com>
To: "NAGDU Mailing List,the National Association of Guide Dog Users" 
<nagdu at nfbnet.org>
Sent: Wednesday, August 19, 2009 11:17 PM
Subject: Re: [nagdu] Delta Airlines and our Trip

I agree and usually, Southwest is much more accommodating. I have missed
some of these messages, but did you talk to officials of Southwest after
this happened?
Sherri
----- Original Message ----- 
From: "Peter Donahue" <pdonahue1 at sbcglobal.net>
To: "NAGDU Mailing List,the National Association of Guide Dog Users"
<nagdu at nfbnet.org>
Sent: Wednesday, August 19, 2009 10:02 PM
Subject: [nagdu] Delta Airlines and our Trip

> Good evening everyone,
>
>    Of all of our airlines over the years Delta has done its best to be
> reasonable when it comes to its treatment of passengers with unique needs
> i.e. large passengers and those with disabilities. I check with them this
> evening to get an idea of the fare for our trip in November. I'm amazed at
> the difference between coach and first class fares. Quotes from Delta and
> several other airlines I contacted confirms what I've been saying. For the
> price of two first class tickets, $1500.00 each totaling $3000.00 plus
> taxes
> and security fees we could possibly charter a plane for the trip.
> Obviously
> we don't want to spend that money if we don't need to.
>
>    The Delta agent I spoke to was very nice and listened to the account of
> my treatment by Southwest last month. Unlike the other airlines I checked
> with she explained how Delta deals with large passengers. Put simply if
> there are extra seats available on their flight passengers needing the
> additional seat space are given an extra seat without charge. If the
> flight
> is full large passengers are allowed to fly stand-by on a later flight.
> This
> to me is a far better and a more humane approach to addressing this issue
> than the practices of airlines like Southwest and some others.
>
>    This woman's explanation is further supported by the fact that one of
> our members from North Dakota is also quite large and needs additional
> seat
> space. North Dakota federationists flew to Detroit on Delta. Jenelle
> Bichler
> their state president told me that she discussed the COS issue with Delta
> for this member and received the same response as I did tonight. And delta
> delivered on what they told Jenelle and the member in question. She was
> allowed to travel without needing to purchess and extra seat due to her
> being a customer of size. Should the charter option still be out of the
> question for us guess which airline will get our business.
>
>    Let me also remind folks that Delta has had a good record of dealing
> with passengers using guide dogs including having approved routes of entry
> in to the UK that permit our dogs to travel in the cabin. These routes now
> include those once operated by Northwest Airlines. My only two complaints
> at
> the moment are that I wish I could have paid for our tickets tonight and
> would appreciate it if one could pay their baggage handling fees prior to
> their trip. Thanks for putting up with me.
>
> Peter Donahue
>
> "Will you come and awake our lost land from its slumber
>      And her fetters we'll break, links that long are encumbered.
>      And the air will resound with hosannas to greet you
>      On the shore will be found gallant Irishmen to greet you."
> Will You Come to the Bower
> Traditional Irish Folk Song
>
>
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