An Open Letter to Southwest Airlines
Dear Southwest Airlines–
I needed to drop you a note to tell you about my latest trip. I’ve been happily flying Southwest since you added service between St Louis and Minneapolis, a route I take monthly. Until this past weekend, I’ve enjoyed low fares, on-time flights, and generally competent, friendly service from your company. However, on Friday I experienced a situation so egregious that it may force me to refrain from patronizing your business ever again.
On my initial flight, #2 from STL to MSP on Friday, May 15, your plane was staffed with a particularly chatty flight crew. So chatty, in fact, that I was concerned your flight attendants thought that our flight was their own personal stand-up comedy showcase. Although the flight was relatively brief, one flight attendant in particular, an older White male, felt compelled to tell copious amounts of “jokes” and stories throughout the flight, including during the safety procedures. While lack of wit and overall wretched attempts at “humor” aren’t grounds for complaint (though one could argue that entertainment value is subjective and those held captive in a plane should not be subjected to any employee’s attempts at comedy), two comments in particular, both near our landing in Minneapolis, were downright offensive.
First, as soon as the captain announced that all electronic devices must be turned off, this particular male flight attendant took that as a sign that it was his show to run. He began to tell a joke that started with, “I have a neighbor, one of those real annoying liberal types. You know, the kind who want the government in your business but are always first in line for a handout.” I can’t be sure, but I’m fairly certain that I couldn’t have been the only “annoying liberal” on the flight who took offense to unsolicited political commentary. The flight attendant followed that gem up with a story about his quest to find a new hearing aid, which ended with the punchline, “I was so mad. The ad said I’d be able to hear and understand more, but I still can’t understand all the Spanish I keep hearing.” While this statement could have been misinterpreted on my part, with the current legislation in Arizona disenfranchising Latinos, I can’t hardly believe it’s good company policy for employees to make public comments that could be seen as disparaging to an entire segment of the population. I felt like I was an unwilling captive audience for an aspiring Andy Rooney/Larry The Cable Guy hybrid. As you can imagine, this doesn’t bode well for a comfortable flight.
Listen, if I wanted to be subjected to offensive and borderline racist tirades by crotchety old White men, I could check my e-mail junk mailbox. Until then, I’d appreciate it if your employees kept their political leanings (and delusions of comedic grandeur) to themselves. It’s offensive, annoying, uncalled for, and certainly not what I expect when I fly. I won’t even get started with the crappy service I experienced during my return flight, when my flight was delayed and then canceled, and your gate agents acted like they had no idea how to process the situation, let alone use their computers to help me rebook my flight. Cancellations happen. But I can’t imagine on what planet comments like your flight attendant’s are appropriate or professional, and this, in my opinion, are inexcuseable.
Sincerely,
KBO
Tags: Southwest Airlines
(On May 17th, 2010 at 10:13 am)
Wow, those comments were completely out of line. I’d definitely have complained, too.
(On May 17th, 2010 at 10:19 am)
Oh, whoa. I would’ve started a slow burn after that first one. After the second, wow, I’m not sure what I’d have done.
Probably would’ve caused the flight to be rerouted somewhere so I could be escorted off the plane.
Dear Overly Zealous Government Agencies: I kid about that last part. Please do not place me on the No Fly list.
(On May 17th, 2010 at 11:34 am)
Hello!
It is not unusual for our Flight Attendants to make announcements in a FUN and lighthearted manner. While our Flight Attendants are certainly trained to use their good judgment when communicating with our Customers, I sincerely apologize if our FA didn’t use more discretion when making the announcements throughout the flight. I will do some more research to find out who this crew was and address it with them and their leaders directly. Obviously we do not condone our Employees sharing their political views inflight via the PA system. Thanks for providing us with this feedback.
Christi
@southwestair
(On May 17th, 2010 at 2:45 pm)
Wow. I’m amazed that anyone would even THINK that’s appropriate.
(On May 17th, 2010 at 5:15 pm)
Wow – As a Southwest Flight attendant myself I’m terribly ashamed of the horrible judgement a fellow co-worker would use. Please send a letter to
Southwest Airlines
P.O. Box 36647 – 1CR
Dallas, Texas 75235-1647
OR Email at this page
https://www.southwest.com/cgi-bin/feedbackEntry
The only way to get this type of problem stopped is to write in and let the company know whats going on. I hope we keep your business and make it up to you soon! Please write!!
(On May 17th, 2010 at 5:21 pm)
BTW – I think you should add this link in your letter.
(On May 18th, 2010 at 7:31 pm)
Feel free to spit on any Southwest Airlines employee with whom you happen to cross paths. You can easily recognize them by their inane banter, ridiculous “costumes”–I wouldn’t call those things “uniforms”–and inability to provide even a dollap of customer service.
(On May 18th, 2010 at 10:18 pm)
Thanks for caring enough to write and bring this to light. I still hope we will live in the Beloved Community…
You give me courage.
Blessings to you.
(On May 19th, 2010 at 10:28 am)
Hello!
It is not unusual for our Flight Attendants to make announcements in a FUN and lighthearted manner. While our Flight Attendants are certainly trained to use their good judgment when communicating with our Customers, I sincerely apologize if our FA didn’t use more discretion when making the announcements throughout the flight. I will do some more research to find out who this crew was and address it with them and their leaders directly. Obviously we do not condone our Employees sharing their political views inflight via the PA system. Thanks for providing us with this feedback.
Christi
@southwestair