We usually think of Southwest as having a reputation for good customer service, even when dealing with difficult situations. However, this story from the Consumerist shocks us on many levels.
Richard Brown nearly died because of Southwest Airlines. A ticket agent refused to let him fly because of his size. His weight gain is due to water retention because of his failing liver. He headed from Sacramento to Phoenix on January 21st in hopes of receiving a liver transplant from the Mayo Clinic.
The reservation had been made by his daughter, who telephoned from Japan. Brown, who lives on California State Disability, couldn’t afford the transportation or lodging in Arizona. No discount was offered to Mr. Brown, despite his emergency medical status, but his daughter was told a note was put in the record identifying his condition.
The Mayo Clinic denied him the liver, and referred him to the University of San Francisco…so he changed his return flight to the next available one to return to California to seek a liver without delay. It was on that flight that he was told he must purchase another ticket.
His mother, recovering from a heart operation, and hardly in the best financial position herself, called Southwest…and failed to make much headway…most departments refusing to help or accept responsibility. Finally one agent offered to pay for the ticket herself.
We understand Southwest’s customer of size policy…but there are times when, acknowledging a medical situation, an airline should not strand a poor man who is suffering over such a matter…especially if there are empty seats on the plane and thus he would not be inconveniencing anyone. In the end…the agent made a horrid decision and a very generous Southwest employee interceded with her own funds.