Service Recovery After the FactĪ few days later, I discovered a charge for $8.00 on my credit card from Southwest Airlines the charge had gone through! However, I had a ton of work to do, so I declined.
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The flight attendant was very customer-focused and made sure to offer free drinks to make up for the inconvenience. Since we did not have WiFi to receive email, I was not even sure if the $8.00 charge had gone through, so I didn’t sweat it much. She went to investigate, and after another 5-10 minutes, she returned to tell us that the WiFi could not be repaired in flight and that we would have no WiFi service on this trip. After a minute or so, we convinced her that the three of us knew what we were doing and that the WiFi simply wasn’t working. She was pleasant but began explaining basic connection concepts, as she was obviously used to dealing with operator error. We hailed a flight attendant, and told her the WiFi was not working.
I then looked back at my buddy Jeannie Walters of 360 Connext, who was on the flight with me, and she was having no luck either. I looked at the guy across the aisle from me, and he was having trouble too. I entered my credit card number for the $8.00 WiFi charge however once the transaction went through, nothing else worked. Unfortunately, things did not go as planned. It was a fairly lengthy flight, so I had planned on catching up on work using the airline’s WiFi. Back in March, we took a Southwest Airlines flight from Chicago to San Diego.
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