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Southwest Airline’s former loyal customer

January 29th, 2008

Today I received a posted a response letter to Southwest Airlines’ Customer Relations & Rapid Rewards department in response to a letter I received from them that was sorely disappointing. The letter reads:

“Dear Ms. Carter,

Thank you for your letter on January 22, 2008. I really appreciate your bringing to my attention the dangers to my Southwest Rapid Rewards account. I am concerned about the security breach you wrote about in the letter because I have never let my personal account information be shared with anybody not even my sister.

As you can tell I am a very frequent flyer of Southwest Airlines having flown hundreds of segments on your airline for both work and pleasure. It disturbs greatly that you have written that you will no longer be responsible for the security of my account because you suspect that Awards have been sold, brokered, or bartered.

I did not sell my awards ticket although I often give them away to my sister and relatives for their use as my company always covers any last minute travel I make, and I always book early on Click n’ Save specials for personal travel and find very little use of the Awards for myself. This activity has caused you to flag my account as being suspect, which is understandable, but it is still very disturbing that instead of writing to inquire if such a thing has happened the airline policy is to no longer protect the consumer account and use coercion upon loyal Southwest flyers.

I wanted to write to express my great disappointment in Southwest Airlines and feel that my loyalty to your company is unwarranted and hope that in the future should any Southwest flyer’s account be compromised, that you would stand behind your members and not behind suspicions.

Sincerely yours, a very frequent flyer.”

I started using Southwest over 10 years ago on my first flight to Chicago to visit my future college. I tell my friends how I love it, but today I was sorely disappointed in the thingly veiled threat I got as a letter from them. You’d think that somebody who has flown hundreds, yes hundreds of flights with them would deserve more trust or at least a different form letter? Maybe I’m asking too much of corporate america and all that exists now between a consumer and company is suspicion and blame.

Entry Filed under: Business, Complaints, Editorial, Uncategorized