Southwest's response changes a little

Southwest responded to JC Warren's message. Note that it's a little different from earlier responses.

Dear Jc,
Thank you for contacting us in regard to the recent changes to the Transportation Security Administration (TSA) screening procedures.  Without a doubt, we fully acknowledge how vital your feedback is to our operation, and can assure you that your dissatisfaction has been taken to heart.
Although we do not have any direct influence over these Federal directives, we have made very careful notations of your feedback which will be summarized and indexed for additional review by our Senior Leaders.

If you would like to share your concerns directly with the TSA, please utilize the hyperlink below:
https://contact.tsa.dhs.gov/DynaForm.aspx?FormID=10

We wish you all the best over the coming months, and sincerely hope to have an opportunity to welcome you on board in the near future.

Sincerely, Charity, Southwest Airlines

The file reference number for your e-mail is 1126815811.

Goodbye delicious peanuts

K Moon Howe writes to Southwest (and preempts their cookie-cutter response, so this will be interesting):

Dear Southwest,

I, along with my entire family, have been loyal customers for the past 20 years.  I have enjoyed my passenger experiences and appreciated your efficiency, accessibility, and customer service.

It is with regret that I must say goodbye, unless and until the checkpoint procedures are greatly revised and improved.  I am well aware that Southwest does not determine procedure; TSA does.  Please do not direct me to the TSA website, as I have already gone through that channel.  My purpose in sending this note to you is to let you know I valued your company and the service you provided.  I am disappointed that I cannot continue to offer you my patronage, as  I cannot in good conscience let my minor child bee seen virtual-reality nude, and if an adult traumatizes her via inappropriate touching I will be broke anyway after the legal penalties that will be the result of me beating the crap out of them.

Please use your position as a customer service-oriented, successful carrier to stand up for your loyal customers.

Oh yeah, thanks for all the peanuts and Coca-Cola too.

Sincerly,
K Moon Howe
see Rapid Rewards # above

Don't ignore us, Southwest!

Emily wrote to Southwest telling them "that I have been a loyal customer and been happy with their service, but have canceled my scheduled flight out of BWI airport and will no longer be flying with them until TSA's full body imaging scanners are removed and enhanced pat-downs stop.  I requested that they lobby the government for changes."

Here's Southwest's underwhelming reply:

Dear Emily,
Thank you for taking the time to contact us. We appreciate the opportunity to address your concern regarding one of the screening processes used by the Transportation Security Administration (TSA).

It's important to explain that the implementation of imaging technology was determined solely by the TSA and not by the airlines. The TSA has a responsibility to ensure the security of the traveling public. However, they also recognize that there is a delicate balance between privacy and security; therefore, imaging technology is optional for all passengers. Please visit the TSA’s web site for more information regarding this screening method.

Dear American, Southwest and United...

Jim Stacey sent the following note to American Airlines, Southwest Airlines, and United Airlines:

Good Morning,

I am traveling to Denver, CO from Dallas, TX in December to attend my son’s graduation from the Colorado School of Mines in Golden, CO.

I will not be flying.  I refuse to be subjected to the gross violation of privacy that is currently occurring during passenger screening.  I will not submit to either a trip in the scanner nor will I submit to a groping by the TSA.

The ticket price for this trip was $338 including taxes and fees.

I would much rather drive that be subjected to the humiliation of the current rules for passenger screening.

I know that Southwest Airlines doesn’t make the rules for screening, but I don’t care.  You deserve to lose customers and business for allowing the TSA to fondle your customers.

Best Regards,

Dear Southwest and Alaska Airlines...

JC Warren writes: "Using their respective web sites, I sent the following message to both Southwest Airlines and Alaska Airlines which are the two I typically use:"

Flying with Southwest Airlines is a pleasure, but getting to the plane is a total pain. I don't fly much and won't be flying at all until the TSA changes its "security" tactics. I refuse to submit to a virtual strip search or a sexual assault by some government goon. I have every confidence that your airlines could do a much better job of ensuring the safety of flights than the boobs at the TSA. Please make every effort to reign in the tyrannical behavior of the TSA. And if you're feeling especially customer service oriented, you could lobby (hard) for the total elimination of this ludicrous federal agency. Thank you.

An Appeal to Southwest

Matt Novak writes to me to say that I inspired him to write this letter to Southwest:

November 1, 2010

Gary C. Kelly, President/CEO

Southwest Airlines

Dear Mr. Kelly,

In April 2010, my 8 week old daughter, who my wife and I brought to Las Vegas for a family funeral, was swabbed for explosives residue by TSA agents.  My daughter was wearing a Pavlik Harness (a simple cloth and Velcro strap system to keep her hips in a position favorable for development).  She was subjected to the procedure at McCarran International Airport because the supervisor on duty thought it was a "good idea".  We were told that it would be "discrimination" to single out others for such screening, and that "you never know what someone might try."    Humiliated, I stood in line with all our travel gear while my wife and infant daughter underwent this invasive procedure.

As we live in Arizona, my family and I have chosen Southwest Airlines almost exclusively for our flying needs over the last several years. Unfortunately, the swabbing of my infant daughter and the recent addition of backscatter scanners as primary security at McCarran has forced us to change our normal habits in protest of TSA's ever increasing gross invasion of privacy and trampling of individual freedom.  

My uncle lives in Las Vegas, and we have used Southwest regularly to fly to visit him.  This will no longer be the case.  We will drive.  The TSA policy of treating every passenger as a criminal has just cost your airline approximately $700 in revenue (the price I was prepared to pay for flights to visit my uncle over Thanksgiving, before learning of our "choice" between backscatter scan or "enhanced patdown"). 

As a loyal Southwest flyer, I request that you do everything possible to stand up for your customers.  As it stands, the current TSA policy will cost your airline literally thousands of dollars in future revenue, just from my family alone.

We are slowly losing the last of our freedoms here in America; I am making a public appeal for help from people with a more pronounced and easily recognized voice to speak up before it is too late (I daresay, it already may be).  On this note, I intend to make this letter public via the Internet, in hopes it may attract your much needed attention/action.  Will you speak up in defense of liberty?

Sincerely,

Matt Novak, Ph.D.

PS For a summary see an article at Wikipedia; http://en.wikipedia.org/wiki/Full_body_scanner  - Listing examples of the misuses, possible health issues, failure to provide added safety, etc. with references.

Matt, you too are an inspiration!