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What kind of training has Southwest been putting its employees through that keeps making stuff like this happen? What really irks me more than anything about this is the sleazy bureaucracy. "...read a printed apology" and nonsense like that. The guy's too busy to give a simple phone call? "Hey, sorry about that." It says to me that he thinks he's too big to get involved with the issues of their individual customers. It also says that he is in all likelihood responsible for this in some way, but buffers it through several layers of middle management to distance himself from the actual issue and make it seem like "nobody's fault" or "company policy". Or how about the employee that actually made the mistake? If you ask me, that's the one who really needed to apologize in the first place. *sigh* Any sort of bureaucracy will quickly get me irritated though, so I guess I'm just venting a general frustration at the impersonal nature of big business.
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Maybe the answer is in the very light reflected off our blades. Maybe that's what it means to be this creature known as samurai.
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