I have to say that I had a horrible experience with one of the lost baggage managers but it was all made better with their customer service.
It all started with our flight back from Atlanta. We had taken both of our girls car seats with us and on the way back one of the seat cushions had been lost in baggage. My wife went in to speak to one of the managers but she had stated in the end that there was nothing that she could do. Furious I went back in and spoke to the same manager and having some words for her she magically said there can be something done. But my argument is that why does it have to come down to that? Just take care of the customer in the first place.
Afterwards I spoke to one of the counter reps where they submitted an incident report on my behalf. The problem that I explained to them was that I could not just buy a car seat cushion separately but had to buy the whole car seat again which cost $40.
So after going to their bag claim website, submitting all the required documents and filing the claim I waited. It states that it could take up to 30 days for a response.
After waiting a month I called back their baggage central number and this is when it got better. I spoke to a rep named Tiffany who was very accommodating. She stated at first that I may have to wait for her manager to take care of this issue but shortly after she said she would just take care of the issue. She gave me a choice of obtaining a $40 check or a $100 southwest voucher. I was very pleased to hear that she took on the responsibility and took care of a customer. She was great and I will definitely be back to fly on southwest in spite of the lost article.