I was in New York recently on business and I was getting ready to go home when my Southwest Airlines plane got delayed at LaGuardia Airport. That in itself isn't extraordinary as every flight I take out of NY gets delayed. What made this different was the length of the delay and how the gentleman at the gate handled it. We were waiting on a plane from Baltmore where they were experiencing bad weather, and when I questioned the man at my gate about knowing if and when the plane was ever going to come because I didn't want to get stuck in NY and I figured they had weather people who should be able to determine if a plane could fly, he made it clear he had nothing to do with the plane coming. As a representative of a business, passing the buck is not what a customer wants to hear and second, I wasn't blaming "him", I was speaking to him as representative of the airline. His being more concerned about being blamed than solving my problem made a bad experience worse. Southwest, I fly you all of the time and I know you're better than that.
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