Reaction to Recent Social Media Concerns
Updated: 7/24/14 at 10:37 AM
We've reached out to the Customer and had a very productive conversation. We've apologized and our Company and Employees are ready to move forward serving more than a hundred million Customers annually.
Southwest Airlines appreciates and is active in social media, and it is not our intent to stifle Customer feedback. Social media is a very valuable avenue for engaging with our Customers. On Sunday, July 20, a Southwest Airlines Employee and Customer were having a conversation that escalated about the airline's family boarding procedures. The Customer was briefly removed from flight #2347 from Denver to Minneapolis/St. Paul to resolve the conversation outside of the aircraft and away from the other Passengers. Our decision was not based solely on a Customer's tweet. Following a successful resolution, the Customer and his family were able to continue on the flight to Minneapolis. We are thoroughly investigating the situation. We have reached out to the Customer and offered vouchers as a gesture of goodwill.