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Southwest Airlines responds to 'unsafe' planes allegation
Southwest Airlines PR Manager Paula Berg responded in the comment section of our original post on the "unsafe" plane report. Here's what she has to say:No one is more passionate about the safety of our Customers and Employees than we are, and it's important for our Customers to know that this situation was never and is not now a safety of flight issue.
Some media reports are suggesting that the FAA plans to fine Southwest, but to date, we have not received any notification or indication from the FAA that that is what they plan to do.
The inspections in question were one of many routine, redundant, and overlapping inspections of our fleet. And, as you and the WSJ points out, we discovered the missed inspection ourselves, informed the FAA, and promptly completed the missed inspections in March 2007. The FAA approved our actions and considered the matter closed as of April 2007.
Again, the safety of our Customers, Employees, and aircraft is always our number one concern. Southwest has an excellent maintenance program, and this experience has helped improve the overall safety of the fleet.
Paula Berg
Southwest Airlines
Some media reports are suggesting that the FAA plans to fine Southwest, but to date, we have not received any notification or indication from the FAA that that is what they plan to do.
The inspections in question were one of many routine, redundant, and overlapping inspections of our fleet. And, as you and the WSJ points out, we discovered the missed inspection ourselves, informed the FAA, and promptly completed the missed inspections in March 2007. The FAA approved our actions and considered the matter closed as of April 2007.
Again, the safety of our Customers, Employees, and aircraft is always our number one concern. Southwest has an excellent maintenance program, and this experience has helped improve the overall safety of the fleet.
Paula Berg
Southwest Airlines
Filed under: Airlines
Reader Comments (Page 1 of 2)
Pepper Mar 6th 2008 2:40PM
BS. I have had horrendous treatment on Southwest. I will NEVER NEVER fly them again. Their employees are liars, they misrepresented a situation that happened, that airline and it's employees have absolutely NO integrity WHATSOEVER!!!
Brett Mar 9th 2008 11:46AM
I bet there is an obnoxious passenger story in there somewhere. I fly quite a bit and there is nothing as tiresome as a whiney self indulgent passenger. If you want kiss your behind service go fly first class then at least you are paying the price for being a jerk.
kathy holland Mar 6th 2008 2:46PM
I fly Southwest on a regular basis and I mean regular and have had nothing but great service from this Airline and will continue to fly with them.
I think sometimes it depends on how the customer treats the airline employee's. I have seen it many times with customer's being rude to employee's while they are trying to sort things out for them.
Nicole Mar 6th 2008 3:35PM
So, that is what customer service is. If you are going to work in that field you should know how to treat the customer and know that they are always right. Your opinion does not count since I as the customer am paying your check. They must be from Texass
Keith Mar 6th 2008 3:05PM
After reading the explanation from Southwest, it is obvious that this is just another sensationalized report of a non-issue. Southwest was the one who first realized and reported the missed inspections. The FAA didn't even realize they were missed until notified. There is no report of critical problems being found when the inspections were conducted. So the whole point of this article should have been a lack of record keeping and efficiency on the part of the FAA, and a commendation to Southwest for notifying the FAA and getting it done.
Typical news practices, trying to blow something out of proportion for ratings.
mary Mar 6th 2008 3:11PM
I, too, fly Southwest... and only Southwest. I love their service and they are nothing but friendly whenever I fly. I agree with the note above, from Kathy Holland that, when there is a problem, you can more than not, point out that the customer was the cause of the issue due to rude language or behavior! I've seen middle aged women CRY because they don't get a window seat. WELL GET THERE EARLIER! Anyone who flies SW knows it's first come, first served! I actually saw one of those crybabies have the nerve to scream at the flight attendant, demanding her to remove someone at a window seat and give the seat to her. Come on! Also, if you can't handle your alcohol, DON'T DRINK. Your obnoxious behavior is not wanted by anyone... let alone a flight crew that has the responsibility to make sure you have a safe and comfortable flight! I flew with them 5 days after 9/11 and they went out of their way to make sure we laughed and had a fun flight. I flew with them the evening my father passed away 2 yrs ago, and they hugged me and made sure my flight was ok and that I didn't feel alone. I stopped on my way out of the cabin and thanked everyone, including the piloting staff. I only wish I could have done more for them! But, as we know, they unload one set of passengers and load another, and get on their way. If the worst thing you can say is they run late... WHO CARES?! I'd rather them run a little late, due to fog or fixing a mechanical issue than the risk their or our lives!
God Bless SouthWest Airlines! You're the best!
Mary Snyder, Las Vegas
Richard Mar 6th 2008 3:42PM
Frankly in this day and age who knows whom to believe....I rather suspect there is truth on both sides......The question is why were the inspection deadlines missed in the first place? So much trust is given by the customers to airlines that we just assume and trust that people are doing their jobs. Sure it is a BIG deal if the safety checks are not done in a timely fashion.....Whitewashing it by saying SWest is always thinking about safety is not the answer......Admit to the error......and do not make it again....I cannot say I enjoy the "cattle call" airline Southwest...but I do fly them....but cistomer servic e certainly is not their forte with their policies and lately shoddy appearances as well.....
Sue Mar 6th 2008 3:46PM
I have only flown this airline once and it was a great experience. We live in Florida and our oldest son lives in Chicago. It's the only airline he will fly down here. He loves the airline and everyone who is involved with it. He used to fly USA3000 and Spirit, but, all he had was BAD experiences. I know that weather is weather and you can't do anything about it if you are delayed or cancelled--but it's how you treat your customers that really count with Southwest. Some customers just shouldn't fly because you can't make them happy no matter what you do. Rude people are everywhere.
June Mar 6th 2008 4:13PM
I fly Southwest whenever I fly, ususally 2 or 3 times a year to Florida. It is the only airline I will fly now. I used to fly Delta. On Delta not once were we on time, either departure or arrival, and also their transfer was always late also. I have never been late departing, nor arriving on time with Southwest. The crew has always gone out of their way to make sure the flight is a pleasant one. I guess you're right you just can't please some people no matter what you do. However, that all said I'm glad they are on tract with their inspections as I hope to be able to fly to Florida late April/May.
Barb Mar 6th 2008 4:11PM
I only fly Southwest. Every experience my family and I have had on Southwest was a positive one. We had the unfortunate experience of using other airlines (US AIR for one) and those experiences, let's just say, were less than ideal. Sounds like Southwest had a plausible explanation.
wesley Henderson Mar 6th 2008 4:27PM
As a former commercial pilot AND air traffic controller, I have little sympathy for complainers. We had a saying back then; If you don't like the service, fly Greyhound.
Don Fulton Mar 6th 2008 4:16PM
I flew on the first flight ever Dallas to Houston wonderful ever since ticket cost i believe$1400 one way back then
Dick Mar 6th 2008 4:40PM
This is what happens when an airline outsources all of it's maintenance like most of them do today. Skipping the maintenance is one of the reasons that Souhwest is making money. As for me, I don't fly anymore because of outsourcing this important work. It's about time the FAA put on more inspectors to make the airlines accountable. Of coourse manaagement is aware of this and the orders come from the top down. This makes for a very scary situation.
Pete Mar 6th 2008 4:37PM
I believe that Southwest airlines is the best in the airline industry. I fly four times a month easily I have always had very good experiences with Southwest. It took me a while to get used to not having an asigned seat but since they now have a business class ticket no problem great move Southwest!!! The only complaint I have is on some flights going across the country east coast to west coast they stop at to many airports the trip can take over 6 hours flight time and it make for an exhausting day.
GREAT PRICES THOUGH.
oliverpee Mar 6th 2008 5:21PM
IF SW AIRLINES REALLY CARED ABOUT THEIR CUSTOMERS THEY WOULD NOT OF MISSED THE VERY IMPORTANT INSPECTIONS IN THE FIRST PLACE!!! I HATE COMPANIES THAT PUT OUT PRESS RELEASES WRITTEN BY PR EXPERTS WORDED IN THE TYPICAL PREFORMATTED "OUR CUSTOMERS ARE NUMBER ONE OR OUR PRIMARY CONCERN" BS. I HAVE A LOT MORE RESPECT FOR A COMPANY THAT SAIS WE DROPPED THE BALL BIG TIME AND IT COULD OF COST MANY LIVES" NOW THAT IS A COMPANY I WOULD HAVE ALOT MORE RESPECT FOR. OBVIOUSLY SW AIR IS NOT ONE OF THEM..OH BY THE WAY.... THE SHORTER THE MINI SKIRT THE NICER THE THONG LOOKS...ALL THE PASSANGERS WILL THANK YOU. IF NOT THEN YOU GET TO THANK YOUR LAWYER WHEN YOU SUE THEM!!
Jack Mar 6th 2008 5:46PM
Paula Berg is a master spinner. The reason why the airlines care about the safety of the passengers more than anyone else (except the passengers and their families) is because of the potential for loss of money. The problem is that apparently not even the FAA cares for the passengers safety because they did not catch the failure to follow the rules. Redundancy is as important as the double and triple check. To claim it is not a safety issue is to be in denial. This means that it is likely to reoccur.
Bill G Mar 6th 2008 6:11PM
I am a frequent flyer on Southwest Airlines. I have always encountered nothing but excellent and friendly service. I am of the opinion that the news media is sensationalizing what amounts to miscommunicatios. And it is quite clear to me, most of the accusations of poor service is sour grapes. I find the traveler for the most part is the instigater. The flight attendent is not you servant nor are they your slaves. Time ror a reality check folks.
Tom West Mar 7th 2008 5:02PM
Southwest Airlines has more operating and maintenance experience on 737 airplanes than any organization in the world including Boeing Airplane Company. Southwest's safety record is a demonstration that they know what they are doing. Southwest's judgment based on experience is no doubt better than that of a bunch of government bureaucrats grandstanding for publicity and behaving like gangsters in attempting to extract money from a successful organization and ultimately from the passengers of Southwest.
Southwest Airlines has been an outstanding example of an organization with common sense, efficiency, and outstanding service at reasonable prices in a really screwed up industry.
I am not a stockholder or employee of Southwest Airlines but a thankful passenger with over 2,000,000 miles of commercial airline travel over the past 40 years.
darren Mar 9th 2008 12:15PM
as a pilot and an aircraft mechanic,I can assure you flying is way safer than driving your car.However,mistakes are and will be made in the future.Inspections can be missed,though not easily.In the future as you get your "cheap flight" tickets,remember,you get what you pay for.The less you pay,the lower the profit for a struggling airline,the less they can pay someone like me,and the HIGHER the risk you are going to be in as you board your discount airline....as for me,I'll fly my own plane and have a safe flight everytime....you guys can go fly around in your "discount flight aluminum coffins"...us smarter people will stay on the ground away from your planes...and hats off to the airlines !!! they are trying their best....!!!! Bravo...
Pepper Mar 10th 2008 8:26AM
Brett aka Pappy, if you're still on here, I don't care if you travel every day of the month. You weren't there, and for you to "assume" I was obnoxious is asinine. Do you own stock in Southwest Airlines? They were the rudest bunch of people I've ever encountered while traveling, and I, too, travel a lot. They lied and when I called them on it I got a letter of apology from the airlines. So, put a sock in it!