Thank you for the opportunity to talk with you recently by telephone about your travel using Southwest Airlines Buddy Passes.
While we can certainly understand your frustration regarding the situation, as I explained to you on the telephone, it is a violation of Company policy for an Employee to sell their Buddy Passes.
The terms of usage indicate (on the reverse side of each Buddy Pass) that the pass is the property of Southwest Airlines and must be surrendered upon request. In this instance, once we become aware that the Buddy Passes being presented for travel were purchased, our Agent confiscated the tickets and further travel would not be permitted using them.
When you requested the chance to purchase a ticket in Baltimore, the only option for purchase for immediate travel was at our Anytime Fare.
As a courtesy to you and your family, our Employee offered you a discounted fare which was no longer available. Since I was not present, I am unable to confirm what pricing was mentioned, but you were ultimately charged $153.00 less per person, or $612.00 total, than our full Anytime Fare. We are unable to do anything further to reduce the amount you paid to return home.
Nevertheless, I regret that you were disappointed with the Customer Service provided by our Employees in Baltimore. We expect our Employees to be helpful, kind and compassionate to all Customers, regardless of what they paid (or did not pay) for a ticket.
Again, we apologize if you are disappointed in us. To be quite honest, pass holders assume all risks associated with the use of the pass. Whether flying again as a nonrevenue pass holder or as a fare-paying Customer, it would be our pleasure to welcome you onboard one of our flights soon.
In other words, sorry — but we’ve done enough.
What do you think?
A quick poll of more than 500 readers this morning found that a slim majority (55 percent) believe Southwest has done enough.