AFSCME 3357-HOF'S BLOG

A Big Onion for Southwest Airlines

Southwest Airlines is in my doghouse for customer service. I received an e-mail advertisement in my inbox ostensibly from Southwest. When I went to find the unsubscribe information, the message directed me to go to the southwest website. When I clicked two menus deep into the website, the site told me I wasn't on their mailing list.

I then looked for an e-mail contact at southwest only to find out that Southwest doesn't accept e-mail. That's funny, because they market with e-mail.

I called two different customer service numbers. Finally one person told me that the message didn't come from Southwest, it came from a spoofing virus. Maybe yes, maybe no, but it appears that Southwest has a policy of sending e-mail marketing messages and not accepting replies. Further, a Google.com search tells me that Southwest has had problems with spoofing before, but there is no mention of it on the website. Finally, from the link below, the policy of not accepting e-mail and resulting low customer service ratings is not a new situation. This goes back at least to 2000.

So, Southwest, you are in my doghouse. Stop quivering in fear and get back to work.


Airlines hit snag with online customer service | CNET News.com