55 mins

What can you do in 55 minutes? According to my Mom, you can be on hold with Southwest Airlines (SWA) customer service, play a good game of Bejeweled, beat your high score on Hearts, and surf the internet for the daily headlines. Yes, all of this can be done in 55 minutes.

I know this very important information because my Mom just spent 55 minutes on hold with SWA trying to get through to someone about her broken luggage handle. Apparently, Bubba, the suitcase loader at the Midland INTERNATIONAL Airport, doesn't know his own strength and he miraculously was able bend/break the metal handle used to roll the suitcase.

According to the customer service rep at SWA, they do not cover handles because they consider that a "luxury" on a suitcase. They also do not answer their calls in 'the order received' (as they state on their recording). My Mom called and was on hold for 50 minutes. So, I did a test- I called the same number and got right through to a representative. I quickly put her on hold, IM'd my Mom and told her to hang up from being on hold, and transferred the rep to her. (Please note, this all took place within 1 minute of my calling the same number my Mom did.)

I then went to SWA's website to check out what damages they DO cover of Bubba's...couldn't find anything. I know, shocking, right?! I could however find a place where they tell you what items you can and cannot carry on the plane. You cannot bring on the plane:

• Animals or Pets- unless you have one for medical purposes
• Wet Cell Batteries
• Camping Equipment
• Human Remains, but you can bring on Cremated Remains...huh?
• Seafood, unless packed in an air tight, no leak bag and put in a styrofoam container that is not larger than the carry on size bag

I've written many a letter in my day for poor customer service, lack of service, etc. Because I've had such good luck with SWA, I will not be writing a letter for my Mom- but since she has the fire in her belly from this experience, I can assure you- she will be drafting a note to the President of the company.

Go get 'em Tiger!