Southwest's Phantom "Purse Policy"
My outbound flight to Los Angeles the
previous week was a genuinely unpleasant experience, with a few
minor bright spots. It started with a rude Southwest Airlines
ticket agent, who decided it was his job to redefine the airline's
baggage policy to suit his own prejudices.
Him: How many bags are you checking?
Me: Just the one on the scale.
Him: [points at my carry-ons] You can't take those on the
plane.
Me: Why not?
Him: You're only allowed one carry-on, plus maybe a purse.
Me: I'm allowed one 22-inch bag, one personal item, and my service
dog's equipment, which is exempt. I've got one carry-on, one
laptop, and my service dog's backpack. We're fine.
Him: Hmmmm. [turns back to terminal]
[several minutes pass]
Me: Excuse me, are we moving this process along?
Him: I'm reading the regulations on service dogs.
[several more minutes pass]
Him: Take your checked luggage over to x-ray.
Me: Thanks. By the way, can you find out how long the line is at
security? I'd really like to take my service dog to the puppy park
before the flight if we'll have enough time to get through the
checkpoint.
Him: Go upstairs and see for yourself.
Me: Since the puppy park is over by baggage claim, which is the
completely opposite direction from the gate, that wouldn't give me
enough time to make the trip twice. Don't you have any way to check
the line length, or perhaps you could contact the gate agent?
Him: [mumbles and turns away]
So, Mr. Rude had clearly decided that he had no legitimate way to
interfere with me, but had simultaneously decided to be as
unhelpful as possible. He also left me struggling with four bulky
items and a service dog, without even asking if I needed
help.
Luckily, the agent who'd been standing next to him noticed the
problem, and very kindly offered to help me schlep the big piece of
checked luggage over to x-ray. I thanked her profusely for her
kindness, and hoped that this indicated my day would improve. Of
course, my unbridled optimism was to be short-lived.
More to come...