Dear Southwest Airlines

I sent this letter to Southwest Airlines and they gave me a $200 credit! It really pays to speak up…

 

Dear Southwest Airlines,

I fly around California a lot and when I do I usually go out of my way to book all of my flights through Southwest. I enjoy your affordable fares and the flexibility you offer. I think it’s great that there is no additional charge to change or cancel a flight because, you know, things change. I also really appreciate that you let me check 2 bags for free! This being said, I had a particularly bad experience recently and I’m afraid I can’t stop thinking about it. Being a loyal Southwest customer I’m very shocked and disappointed with the way my last flight was handled.

Let me paint the picture for you…I was flying from LAX to SFO on a Thursday morning. My friend was getting married that weekend and I was so excited to get there. I woke up at 4:30am just to make sure I would get to LAX with plenty of time. I had checked into my flight in advance online so I thought I was all set, just show up, check my bag and head to the gate. Well, I was wrong. When I arrived at the check-in kiosk to check my bag an error message popped up on the screen saying that my flight had been cancelled! I couldn’t believe my eyes. I thought it was surely a mistake because I hadn’t been notified, not by text, not be email, nothing. One of your employees came over to help me and told me that she could get me on a flight to OAK instead of LAX, I agreed because I didn’t want to just sit in the airport all day. She told me that they would issue my boarding pass at the gate, but I had a seat on the flight.

So, I proceeded to go through security and went straight to the gate to get my boarding pass. Unfortunately, when I arrived at the gate the staff seemed overwhelmed and stressed out, they barely paid attention to me. They said that I would have to wait to the side and that they didn’t think there were any seats left on the flight. I waited patiently with a few other passengers and watched as they boarded the flight and closed the doors. At this point I assumed I hadn’t gotten a seat, even though the woman who checked my bag had promised me one. This is when I got a phone call from Southwest letting me know my original flight was cancelled. Seriously?? That’s the warning I get? If I as a passenger on your flight am expected to arrive at the airport over an hour before my flight, then I expect you as an airline to give me over an hours notice if my flight is cancelled.

I ended up getting on a flight that day, but I had to wait in the airport for hours and I had to fly into a completely different airport. I expected more from you, Southwest. I know changes need to be made sometimes but I just wish you had notified me sooner and been more accommodating. As a passenger, I count on you to get me from point A to point B in a reasonable amount of time and with a reasonable amount of comfort. If I’m not getting those things then what am I paying for? I probably could have driven to the bay area faster than you got me there that day and it would have been a lot cheaper. To make matters worse, my return flight was delayed as well! Maybe I should learn to expect travel complications when I use Southwest. The worst part of this whole experience was that none of your employees were apologetic or accommodating in the least. I would think that if you put someone out and make them wait in the airport for hours without even explaining why, you would at least be friendly and maybe offer me a drink ticket! In fact, you should offer more than that. Next time, I’ll think twice about booking with Southwest.

Sincerely,

Ginger Budrick

 

Dearest Dominos

I’m always talking about sending emails when something pisses me off and today I decided to actually do it! Check it out…Dear Domino’s Pizza:

First I would like to thank you for offering a gluten free crust option! I’ve been gluten free for 12 years now and have always dreamt of being able to order pizza delivery. Thanks to you, Dominos, that dream is now a reality! I also want to thank you for creating the pizza tracker. What an innovative and fun way to be a part of the pizza delivery process! I love that I can see who is making my pizza and when it goes in the oven and when it is on it’s way to my house. Being able to track the pizza from it’s beginning stages all the way to my doorstep really gets me excited by the time it arrives!

Unfortunately, last Thursday night when I tried to order my pizza online, your website was down. I couldn’t believe my eyes so I kept trying but my order wasn’t going through the way it normally does and kept sending me back to the home screen when I tried to submit it. I didn’t realize how dependent I had become on the pizza tracker until that moment. You know what they say, you don’t know what you’ve got till it’s gone! After a few tries I decided to give up and call my local Domino’s to see what was going on. The gentleman that answered the phone seemed like he didn’t understand my frustration. I asked him if I could order over the phone, a process that seems archaic since the pizza tracker came into my life, and he said I could. He seemed to be distracted and rushing so I told him my order and address as fast as I could. Then I just sat on my couch. Waiting. No way to see if my pizza was going in the oven and who my pizza chef was. No way to see when it was on the way or who my delivery driver was. It was a pretty lonely moment and when the pizza arrived I felt so disconnected from it. Not to mention that one of the toppings I ordered was missing and it was cut different than usual. My pizza was cut like an XL pizza is usually cut but it was a small, making it more difficult to dip into the little ranch cup.

I haven’t been able to stop thinking about my bad experience on Thursday, which is why I chose to share it with you. I don’t want to give up on you yet, Dominos, but I’m hoping that we can get back on track with the pizza tracker.  I was also wondering why you don’t offer coupons for gluten free pizzas? Those little guys can get pretty pricy and it would be nice to get a deal once in awhile…especially when I’m putting up with a broken website and inconsistent pizza cutting patterns.

Sincerely,

Ginger Budrick