Yet another caution about looking for the cheapest services. A few days ago, in a previous blog, I cautioned about choosing the cheapest online travel option when booking a vacation. Now, a new caution, Southwest Airlines.Southwest Airlines recently made a change to their "contract of carriage." This is the area which acts as the overall disclaimer of the airline to the passenger. The "contract of carriage" is a rarely read area which is posted online for all airlines explaining their contact of services and liabilities to you, their customer. It details their responsibility in the case of delays, lost luggage and flight cancellations.
The popular airlines has now added mechanical failures as "an act of God" as part of their "contract of carriage" to limit their liabilities to you, their client. Customer service clearly takes a backseat to their revenue. According to reports, this was done a few weeks ago without any media announcement. This basically means they believe "mechanical failures are outside their control."
I do understand that airlines do need to delay flights for various reasons. Many of those reasons are truly beyond the control of the airline. Recently passengers flying in Europe and through Europe experienced wild cancellations and delays because of a sudden spew of volcanic ash from Iceland. In a decision of safety and well being for both passengers and crew, flights had to be grounded. Other acts of mother nature or God have grounded flights when it has been determined safety is an issue. Personally, I'd rather wait on the ground and be delayed than fly in unstable conditions.
Maintenance is a major responsibility solely borne by the airline. Prior to planes directed to the gates, full checks of all systems should be made. Yes, there are times when an alert pilot or flight engineer finds a problem while going through their check points before take -off. For that, we need to be appreciative. Again, our safety should be the main issue.
However, for an airline to call their maintenance issues "an act of God" is a far stretch. This is their responsibility, part of their contract to you, the passenger, their client, to keep you safe. All business owners need to step up to the plate for customer service, including the airlines. If you think this is wrong, let Southwest Airlines know. Go on to their website and comment on their customer service area. Silence by you, the passenger, will let them think you don't care. Sometimes, silence isn't golden.
2 comments:
Hi Adrienne,
Not sure if you saw the coverage today, but Southwest is not attempting to categorize its own mechanical issues as force majeure. The articles running stating this are incorrect.
The mechanical issues Southwest is referring to are those that are under the airport's control or Air Traffic control, not those that have to do with the airline's own equipment which is clearly under Southwest's control. In no way will Southwest be changing the way the airline handles mechanical issues. With departments like proactive Customer care, the airline often has explanations of issues that happen on board before Customers arrive home from their vacation. Wanted to make sure you had the correct information and are fully informed.
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