Well, I'm never flying Southwest ever again

[mrlynn]

Bill in NC wrote:
Unfortunately Amtrak only owns rail in the NE USA.

Everywhere else their trains are at the whim of freight rail, which takes priority.

Our last trip from here to DC (under 6 hours by car), which should have taken 8 hours by train, took 11 hours out & 13 hours back.

No wrecks, just getting stuck a good chunk of the time behind 15 mph freight trains.

/Mr Lynn

The freight roads get penalized if they hold up Amtrak passenger rail more than a certain percentage of the time. This rule was honored in the breach for a long time, but reportedly has gotten better in the last couple of years. I don't have any stats, but that's my impression from reading Trains regularly.

Getting stuck getting behind, or waiting for freights caused long delays on Via's Canadian on CN running from Toronto to Vancouver when we took that train back in '08. But that trip, on beautifully maintained '50s stainless-steel cars (with dome cars!) is one I'd take again in a heartbeat. Heck, I liked watching the freights almost as much as the scenery,

/Mr Lynn

[Robert M]

MrLynn,

It's funny you mention you prefer traveling by train. So do I. My wife and I recently took the train from NY to Washington, DC. It was a great experience each way. As you said, there are significant benefits to traveling by rail; more than you listed in your post. The cost of traveling by rail to certain locations may appear to cost more on the surface but, in the end, it may prove less expensive financially, time-wise and agita-wise in the end. It's definitely true for me. In fact, I planned to post a note about my recent experience with Amtrak in the forum.

Robert

[Bimwad]

Robert M wrote:
I wouldn't be so quick to claim the "operational" problems were bogus. I can definitely see the issue you've described happening though twice would be _very_ uncommon to say the least. Not out of the realm of plausibility, though. Don't think I'm defending Southwest because I like them as a carrier. Far from. Southwest is on my garbage list. I'll _never_ fly with them again, even if it means paying more with a different carrier for the same flight.

...

I contacted Southwest about it and they apologized in a very cavalier manner. It was immediately apparent they didn't care at all about my experience and, worse, they didn't care at all that they'd losing a customer for life. As a result, I will not fly with them again. Ever.

Rob,

Our experiences are similar.

For an airline that's held up as an above average example, they fall short.

Some keep saying that sh!t happens, SNAFU, etc.

I can understand that. In this case, there were no apparent extenuating circumstances that caused the cancellation of these flights.

And for the most part, except for one agent who did express some sympathy, their attitude was, SNAFU, get used to it. What happened to the Shiny Happy Airline that I've seen in business case studies?

If consumers accept this kind of treatment, it is exactly what we will get.

Their fare was actually higher than I could have paid, but I chose them based on their reputation, as well as their friendlier policies (which seem to be the only thing going for them now).

I was fortunate in that these were short, non-stop, frequent flights, and I had not made my way to the airport before discovering the cancellations. If things had been different...

I just looked at their flight schedule today, and again my first flight was cancelled. I wouldn't be surprised to find that the other one will end up cancelled as well.

These are systemic, not isolated, unexpected problems. Just because the airline has the capability to bump passengers to a later flight, and deliver the bare minimum carriage required is no excuse, and a poor way to run a business.

These are two-party contracts containing time commitments for both sides.

In lieu of a reasonable explanation, or unforseen circumstance, the fault clearly falls on the carrier.

[Robert M]

Bimwad,

Sure it falls on the carrier. I never said otherwise. There are no apparent extenuating circumstances that _you_ are aware of but that doesn't mean there weren't extenuating circumstances. It happens and it sucks. And it happens on multiple flights and it sucks even more. That Southwest didn't handle it well comes as no surprise. To me, that is the problem here and is inexcusable. But, again, that doesn't mean there wasn't true, real extenuating circumstances. And I'm saying this despite the fact that Southwest is on my garbage list.

Robert

[Racer X]

The Eustace Tilley Treatment? Is that like a Cleveland Steamer?

[eustacetilley]

Racer X wrote:
The Eustace Tilley Treatment? Is that like a Cleveland Steamer?

I've been known to Buffalo people as well.

Eustace

[mrbigstuff]

BUT my all time favorite…

I was booked on a Taca (affectionately called Take A Chance Airline) to fly from Roatan to Miami on a direct, nonstop flight. The plane never came in the night before, so we were put on some puddle jumpers to San Pedro Sula to catch a flight from there. Well we caught a flight, except we went to San Jose, Costa Rica. We laid up there for seven hours and were not allowed to leave the International boarding area (which had no food or drink, they brought us a bottled water and an unheated airline sandwich). Then we loaded back aboard and were told we were going to Managua. While airborne, the pilot came on and asked if anyone was disembarking in Managua. No one indicated such, so he said we would not be landing as the plane was full and no one was getting off. So the flight continued north for Miami - except we needed fuel and would land for that. Where did we land? Roatan, the same place we had left that morning.

you didn't tell that story for naught; I quite enjoyed all of them but especially this one.

[dmann]

My experience has been very different from yours. I used to fly frequently for work. Never made it to 1k status, but had some of the nicer perks that go along with being an elite status flyer.

Was once treated so badly by a United gate agent that a flight attendant gave me a BOTTLE of champagne once cabin service started (and I was in coach) and told me he had filed a complaint on my behalf.

I was stranded in Newark for not one, but two nights by American Airlines. No compensation either night. None. No food, no hotel.

Now I fly 4 or 5 times per year. If I am going domestic, I look for Southwest FIRST. If international, Lufthansa.

They all suck in their own special ways, but my complaints with SW are much lower because my expectations are lower. That said, I can count on one hand the times I have been treated badly by a flight attendant or gate agent. As a rule, I have found them to be very pleasant and often, really fun (especially when doing boarding announcements.)

[Dennis S]

I heard that Southwest has a complaints resolution center that actually tries to make the customer happy.