When it comes to checking in for a boarding pass, I'm obsessive. I purchased Apple's iPhone so I could get my boarding pass when I'm mobile. I set my alarm and jump to it at the 24 hour prior mark. So on May 29th, at 12:30p, sitting in Cakebread Winery in Napa, my alarm went off and I began my obsessive ritual - being first. I went to Southwest.com and tried checking in. I received a message saying I could not get my boarding pass due to Southwest rules and policies. My wife successfully obtained her boarding pass. Resistant to the idea that Southwest would not let me get my boarding pass, I exhausted the better part of my battery, pelting the boarding pass page over and over again. After 20 minutes I gave up.
Upon entering the Oakland Airport, I tried to login at the kiosk - same error message. So I proceeded to stand in the 15 minute line only to ask the counter attendant why I couldn't login. The woman said 'I don't know what the problem is'. Pressed for time, I accepted the answer, believing this was a temporary glitch.
However, when I tried to check in for my PCBC trip from San Diego to San Francisco, I got the same error. So I called 800-IFly-SWA. My first attempt was met with the same 'I don't know', and 'there's nothing we can do'. So I hung up and called back hoping to get a person more interested in solving my problem. My second attempt, a woman took this dilemma up to her supervisor. She said they found the problem in the system and I should be able to check in now. After waiting 20 minutes with no success, I called back a third time. This time I was resolved to find answers. I really didn't want to change carriers. My third attempt was similar to the first two. 'I don't know' and 'there's nothing we can do here' continued resonating. I asked to speak with the supervisor. Same answers. I told the supervisor there must be someone in the organization who knows what the problem is.
After 15 minutes of politely pressing, she relinquished the customer care number. Fearing the transfer, transfer, transfer routine, I asked if they would in fact be able to help me. The supervisor said 'I don't know'. She gave me the number 214-792-4223. I called that number and of course got a busy signal. Are you kidding me, I thought. So I Googled the Southwest customer care number. Not on the Southwest.com website, but some obscure website I can't even remember I got the number 214-792-4000.
So I called. I told the woman answering the phone my problem and she said I should find out if I'm on the terrorist watch list. She transferred me to another line and of course, I got the voice mail of a woman named Caroline. You know how the story goes right?
Much to my surprise, I received a call back from Caroline within ninety minutes. Asking the pointed questions, she told me I was in fact on the terrorist watch list. I had left a significant amount of information on the voicemail about myself. She apologized and said she was shocked, given my history and frequency of travel with Southwest. Apparently there is someone in America with my name that is suspect.
She fixed the problem, checked me in herself, and said to call her directly if any issues arise in the future. She quickly and happily solved my problem - I love that. So now I'm off the watch list:)
If you find yourself in this predicament, call 214-792-4000.
This experience has led me to look deeper at the consequences of I don't know. I don't have time to post it now but stay tuned. (Updated: June 19th, 2009 - I got the time.)
Jim Adams - CEO
New Homes Directory.com
