LUV Lost. Can I get it back?
It started 20 years ago. I had been flirting with a young upstart fun airline. I had heard through the grapevine that they were different. They were fun. Heck their Flight Attendants wore shorts!
So, it began. Cheap, clean, fun. Particularly for a young man out of college looking to save money.
Then I moved into Southwest territory, Phoenix, for business school and learned to LUV Southwest for quick, cheap and fun flights to interview for jobs, enjoy Las Vegas, and get to San Diego!
The relationship continued strongly as I grew up, got a job, married and had a wonderful son.
As the son was born my Wife and I continued to use SW to get to family reunions and vacation events. The preboard policy was perfect for harried parents of a new born and we enjoyed the customer service and care that we received. That was 2004.
Now, the LUV is lost.
Last week, traveling alone with my 3.5 year old son, I was looking forward to a trip from BWI to PVD for a short vacation. I checked in online, got to the airport early, bought some food for us and decided to saunter on down to the gate agent and get my stroller checked in for preboarding.
Innocently she asked me, "Do you know about our new preboard policy?"
"No," I answered.
She told me that children were no longer considered part of the preboard and handed me a leaflet that explained that 10.02.2007 the policy changed. The leaflet was like a divorce paper. Sterile, produced in a "legal" department somewhere in the bowels of Southwest.
All "fun" was gone.
All the guises of "customer service" was missing.
The LUV was lost.