A while back I shared an experience I had with an airline agent, an airline I don’t usually fly. It’s a terrific customer service story and if you haven’t read it you’ll find it listed in our blog section of the website. Well it happened again. This time it was with Southwest Airlines which I do fly occasionally and have started to become comfortable with. I’m not an A-Lister yet but am working my way that direction. I happened to be in position B-11 and the pre-board announcement was given that “Every seat will be taken and that you are allowed one carry on and one personal item.” Pretty standard stuff and one that did not concern me at all as I had checked a bag and was carrying on one large back-pack that holds two computers, two iPads and every conceivable connector and gadget I may need to execute my trade of a professional facilitator. I board and secure a seat in row 12 on the aisle (just got to have an aisle seat) I place my large back pack in the overhead and settled down.
It wasn’t long before the plane was full and the last few people went past me to find their seat, one of them dragging a roller board. It wasn’t long before I heard words being spoken behind me and the familiar sound of overhead bins being opened and then closed again. The sound was getting closer and then the bin right above me lifted open and a booming voice said, “Who’s backpack is this?” Looking up I indicated it was mine at which I was informed that it would have to go below my seat. I looked at her name tag and said, “Maureen, I only brought one item on board and it is too big to fit below the seat in front of me.” I was frowned at and told “This is not too big, it’s a backpack.” I politely replied that it truly was too big. I guess it didn’t matter because in the blink of an eye it landed in my lap and up went the carry on from the next to last person who boarded. I simply stated I didn’t think that was very nice to which I was told, “It’s policy, I know my business and it’s policy. You need to read it!” and off she walked. People on both sides of the aisle were looking at me in shock, and yet, this was just the first half of this experience. It got worse.
I tried my best to get my backpack under the seat but just as I said, it was too big and I could only get about 2/3 of it under. As if on cue down the aisle came Maureen looking to see if belts were fastened and things were properly stored. She glanced at me and said “I told you that has to go under the seat. I do this for a living, it will fit!” She watched me struggle while trying to get it a little further. With a huff she got down on her knees on the floor and reaching from the row in front of me started jerking my bag into the space. I asked her to please be careful as I didn’t want anything to be broken to which she responded “What do you have in here, glass or something?” she muscled the backpack so that it was about 80% in place. She then stood up, straightened herself and said “See! I told you it would fit, I’ve been doing this a long time. After we take off you can pull it out so you can stretch out a bit. I’m sorry, but it’s just policy.”
People across the aisle and those sitting next to me were making comments and so I asked them, “So it’s not just me?” I received more empathy from my fellow passengers than I did from the person I was receiving “customer service” from. I’m pretty sure that is not their policy. Sadly when I see Southwest Airlines now, all I can think of is Maureen. It’s important to remember that you are the face of your organization and that people will hold the organization accountable for your actions. I have now chosen to fly Southwest only when I have to not because I want to.
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