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Theft from Checked Luggage
Posted by on
Almost three weeks ago now, I flew Southwest Airlines via Midway (MDW) airport to Phoenix (PHX) Skyharbor Int'l Airport. When I arrived at my destination, my Macbook, GPS & bag of jewelry were no longer in my checked luggage I pulled directly off the belt.

The Phoenix police looked at security tapes leaving only one location left, Chicago. The police in Chicago did nothing but mail me a letter confirming I called them about 7 days AFTER I returned home from vacation.

It could only have been either a Southwest employee after my dad and I dropped our bags off at the curbside checkin or a TSA employee scanning our bags, as my dad received a notification in his bag, but I did not (what thief would promote his job title?). Now to clearly think like a thief, the Southwest employee would have to rush to get our bags on the plane, because we were definitely running to catch the flight. They have no idea what is packed in the bag, and just turn it over to TSA before it enters the belt onto the plane. The TSA agent, on the other hand, screened the bag, knowing full well what was inside, with no need to ruffle the bottom portion of my luggage (which was left neatly packed exactly as I had left it and strapped in). So, there is a TSA thief still working at Midway Airport. Almost three weeks later I finally was able to contact someone at Midway working in TSA who stated, "I received your complaint pertaining to your missing items from your checked luggage. While we have had numerous incidents here at Chicago Midway similar to yours, we have found that no TSA employee at Chicago Midway has been involved with any missing items from passengers luggage. However, we have no problem with investigating this issue for you. In order to do so, I am in need of some additional information." I sent this information all in already, but sure I can forward ANOTHER copy. With all the talk of the drug rings, money hoards, and IPODS down pants, I assume full well this guy is going to be no help, not look at the tapes and rather continue to support his lying, thieving employee. Communication with airlines and airline affiliated government programs, such as TSA, is horrible. After three weeks, do you really think you are going to recover my things? Something should have been done immediately, not just paperwork, but actual physical search of the videos and employees the second that call was made for future customer satisfaction and future flying safety. If this guy is checking bags, what does that say about the safety of our country? Nothing. He's too preoccupied with his own money scheme.

All Chicago, Midway fliers need to be aware that their bags are not safe.
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trmn8r on 09/23/2011:
I never pack any valuables (jewelry, electronics, etc) in checked luggage, mostly due to the risk of the bag being damaged or lost.
Skye on 09/23/2011:
Something you might want to consider for the future. We always send our valuables ahead, using Federal Express, this way we know they'll be there when we arrive at our destination. I never travel with lots of jewelry myself personally, so that's just another precaution we take.

Yes, a hassle sometimes but worth the price and peace of mind, since you cannot trust what happens to your luggage in the interim, with all the hands and departments it has to pass through.
At Your Service on 09/23/2011:
Very good comments trmn8r and Skye. Spot on!
Fisher1949 on 09/24/2011:
Crime is rampant within TSA and they protect those guilty of robbing passengers.

Last year there were over 1,000 theft complaints at LaGuardia alone and only three arrests.

There have been 52 TSA screeners arrested this year for serious crimes, including two this week, one for rape and the other for murder. Of these, nine arrests were for sex crimes involving children.

They can’t prevent crime within their own ranks, but we’re supposed to trust this agency with airport security.

No wonder TSA complaints are up 40% over last year, This version of security is unacceptable and those responsible must be held accountable. TSA needs to be abolished and Pistole fired for mismanagement and malfeasance.

TSA Crimes & Abuses
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Southwest Crew Calms Passengers on Delayed Flights
Posted by on
When my wife booked our trip to Disney World, we decided to fly Southwest, since I had a rewards ticket and a gift card. I actually prefer to fly Southwest because I know that if a problem comes up, it's fairly simple to fix.

Our flight from PHL to MCO was scheduled to depart shortly after 6 PM on Tuesday, June 28th. We boarded (and were lucky enough to sit in an exit row) and the plane moved towards the runway. While on the runway, there was an announcement that there was a delay and they would update us with more information. We found out that there must have been a change in the wind, so we had to change runways (along with every other plane). It was about a 75-90 minute delay that we endured on the runway. Eventually we got up in the air.

When they came around to take drink orders, my wife, and a few other people, ordered an adult beverage. I had a Southwest coupon for a free drink, but they said that since there was a delay, they wouldn't be charging anyone for drinks. I felt that this was a very nice gesture that the crew did, even though the issue was something that Southwest could not control.

On our return flight, we were scheduled to leave from MCO to PHL on Monday, July 4th at 3 PM. We got to the Southwest kiosk to check our bags just before 1 PM. The lady there said that our flight has been delayed by 3 hours (for a reason that she was unaware of). She notified us that each of us will be receiving a $100 Southwest Airlines voucher for our troubles. We were told that there was an earlier flight that she could put us on standby for, which would get us in 90 minutes sooner, but went through Providence, RI, then changed planes. I decided to stick to the original flight.

We went through security and relaxed for a while before our flight was ready to board. I noticed that they announced several times that if someone didn't receive their $100 voucher, please do so. They also did it one more time once we got in the plane, just to make sure that everyone was aware of it and received them. They also notified us that the reason there was a delay was because of a mechanical issue on a plane, so we would be using a different plane that we were waiting to arrive from Houston.

We did eventually board and backed away from the gate. We stopped. The weather was creating an issue for people traveling into the DC/PHL/NY area. About 45-60 minutes later, we eventually were given the clearance to head out. While we were waiting, the crew played music and did what they could to make the situation a little bit better. Again, while in the air, they did not charge for drinks due to the delays. The delay, while an annoyance, gave everyone on the plane a great view of several different firework shows as we were approaching Philadelphia.

The overall experience was pleasant on both plane rides. I don't know when my next trip will be, but most likely it will be with Southwest Airlines. I also plan, at some point, to write a review on a few of the places we went to on our trip.
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Venice09 on 07/05/2011:
I think this review hits on one of the reasons for a lot of airline complaints. People don't like being left in the dark. If you let passengers know everyone is in it together and keep them happy and hydrated, things go a lot smoother.

I look forward to reading other reviews about your trip, Steve.
Anonymous on 07/05/2011:
Wow no charge for drinks and a $100 voucher?! One of the many reasons I love Southwest. Every time I've flown, they have given great customer service, even if there was a delay or cancellation
SCIFgirl on 02/02/2012:
My experiences with Southwest have all been good and I have flown them dozens of times. The other 'big boys' in the biz could really take some lessons in CS and running more efficient customer-friendly airlines.
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Rude Airline Personnel
Posted by on
ORLANDO INTERNATIONAL AIRPORT, FLORIDA -- My family and I recently traveled Southwest Airline to Orlando, Florida from our home State of Rhode Island. Our flight from Providence, RI on the morning of March 1, 2009 went off without a hitch and their staff was friendly and courteous. However, we experienced a very different and troubling reception at Orlando Airport for our return trip home on March 5, 2009.

Allow me the opportunity to provide some relevant background information. I am 54 years old and my wife and I have been married for over thirty years. In addition to having three biological children, my wife and I had decided to become foster parents in 1989. This opportunity subsequently led to the adoption of three children, two of whom have special needs.

Our child with the most severe needs was a recent recipient of “A Wish Come True.” My daughter has a rather rare and unusual chromosome abnormality. As a result, her world is one of rituals, the need of constant assurance, repetition, scheduling and planning. I only know of three known cases in Rhode Island at the time of this writing. The manifestations of this affliction are presented as autistic-like behavior, Tourette’s Syndrome, Obsessive Compulsiveness disorder and a heightened state of anxiety. The most serious medical complication associated with this hardship is that there are an unusual number of deaths that occur during sleep. (In the 21 month period between April 2006 and December 2007, there was a reporting of the sudden, unexpected, and as yet unexplained deaths of six seemingly healthy young people with chromosome 15q duplication syndrome. The six cases of sudden and unexpected death involved young people of both genders between the ages of 7 to 26. All died during the night while they were in bed, presumably asleep.)

As a recipient of “A Wish Come True,” family members are presented with the final product. Planning is done by the wish organization. We were presented with a package instructing us where to be and at what time to be there. For example, our itinerary simple stated: March 5, 2009 Departure Information from Orlando. Airline: Southwest; Flight Number: 1613; Departure time: 6:30; Arrival Time: 10:25. There was no mention of a layover or a stop. Honestly, when all was said and done I was surprised when I learned this was not a non-stop flight.

The morning of March 5, 2009 was our last day of my daughter’s “Wish” vacation aboard the Disney Cruise Line Wonder. We had to be off the ship by 9:00 that morning. However, our flight home was not scheduled to leave until 6:30 that evening. We had no choice but go directly to the airport as we needed to follow our luggage for baggage check-in. (Apparently Disney has a partnership with some airlines that allow for direct ship-to-airline baggage transfer and check in. The owners of the luggage need not be there. We have since learned that Southwest does not have this type of arrangement with Disney.)

After several hours at the terminal, it was apparent that daughter's behavior was going to become an issue. My daughter’s way of thinking would be akin to, “Why go to an airport terminal if you are not going to fly on an airplane?” I asked one of Southwest’s service desk employees if it was possible to transfer to an earlier flight. We were told that accommodations could be made for my daughter and one adult; however, the remaining four passengers would not be afforded the same opportunity. If you knew my daughter, you would understand that this would not be a possibility; she traveled to Orlando with a group of six and she would need to travel back to Rhode Island with the same six people.

Our problem began when around 5:50 PM my daughter yelled a question from afar to your employee (wearing the name tag of Peter) at Gate 123. She asked when her plane would be there. I left my daughter and walked over to Peter to apologize for her loudness, stating that my daughter has special needs. He was gracious and asked, “Where are you folks traveling to?” I said we were going to Providence. He asked for my flight number. I told him I did not know the number off-hand, but we were going to Providence, RI. He checked his computer screen and said there had been a gate change, (he said there was an accompanying announcement as well stating such) and that we needed to be at Gate 125. He added that we should hurry because that plane was just about to begin boarding. I went over to my family and immediately retrieved the booklet that contained our tickets from my travel bag. Instead of going to Gate 125, I went back to see Peter who was engage in small talk conversation with another Southwest employee at the time. Nonetheless, I held out the ticket book for him to view, but instead he turned to me, and said, “Look man, I’m not pulling your leg. I just checked the screen. You need to be at Gate 125.”

I collected my family and hurried to Gate 125 where we were allowed to board the plane. We were seated and buckled-in after having placed our carry-on bags in the overhead bins. Within minutes, the same Southwest employee who allowed us to board the plane raced down the aisle, yelling to that we needed to, “leave the plane immediately. You are on the wrong plane.” My daughter began to have a panic attack. All she knew was she needed to be on a plane to go home and this man was telling us we had to leave. We were escorted to a Southwest service station where the representative at that desk asked, “Who told you to be at Gate 125?” I responded that it was the employee at Gate 123, whose name I did not know at the time. He immediately called over to Peter and asked if it was he that gave us the information as to where to go. I was not privy to his side of the conversation but I imagine it did not go well because when we returned to Gate 123 Peter’s demeanor had drastically changed. It was not his fault that we did not know where we were going. As my daughter panicked state is rising, my wife and I struggled to calm her down (“I want to get on the stupid plane!”) while at the same time trying to deal with a belligerent and extremely belittling Peter.

Allow me to regress and say that as the 6:30 departure time was approaching, my daughter was well versed and prepared to calmly board a plane and go home. The non-attention to detail by Peter and his rudeness after the fact was the catalyst for an escalation of everyone’s anxiety, especially for my daughter. As I am trying to calmly explain to my daughter that we would indeed be going home and there was simply a mistake made, Peter was shouting and reprimanding me.

In summary, the facts are that we are a family who was provided with very limited information. My itinerary from “A Wish Come True” simply listed a flight confirmation number, flight number and a departure time. Additionally, it came to pass that we needed to be at an airport terminal much earlier than the airline departure time. In my effort to keep my party together and on-track and my daughter with special needs calm, I saw one Southwest employee who told me that the most I can be afforded was a partial accommodation on a request for an earlier flight. There is a second employee (Peter) who insisted that we had been waiting at a wrong gate for many hours. There is still a third employee who allowed my party of six to board and be seated on a jet airline going to Providence, yet raced onto to plane moments later while yelling at us to get off. And finally we have Peter yet again who now is very willing and anxious to place the onus of blame and total responsibility squarely upon my shoulders because, “It’s not my fault that you don’t know where you’re going.” To add insult to injury, Peter’s last comment to my wife was, “I did not tell you to be at the terminal all day!” I guess he just needed to add that remark. (Upon reflection, I am very much surprised that the attendant at Gate 125 allowed us to board the wrong plane in the first place, especially in this day of Homeland Security. My best guess is that he collected our tickets, let us board, and then ran the boarding passes through the electronic equipment which alerted him of the error. He would then need to race onto the plane and remove our party from the incorrect flight.)

“A Wish Come True” strives to take the stress and worry of planning a child’s wish off the shoulders of the family. As I stated before, the wish recipient’s family is presented with a final package that simply instructs you where to be and at what time. In hindsight, I probably should have investigated the details of the flight plans and arrangements so as to have a greater understanding. I had not known that the jet we would ultimately be flying on was going to make a landing at Baltimore first. I only knew that we would be flying from Orlando, Florida to Providence, Rhode Island.

I would expect Southwest Airline to be professional in what they do and courteous in the treatment of their customers. Unfortunately, the attitude at Southwest was a far cry from the politeness and acceptance that we were afforded by the staff at Walt Disney Cruise Line. There was little sympathy or patience extended by Southwest Airlines to my family which included a child with involved special needs regardless that we had spent nine hours in your terminal. Peter’s conduct was such that the members of my party were made to feel that we were a bother; another unwelcomed, perhaps non-educated Southwest customer and that, given the choice, he really would have preferred to have nothing to do with us.

Rhode Island is a small state and I am an involved parent. I will be sure to share the details of our experience with the organization of “A Wish Come True.” Further, I will make a concerted effort to share my account with any and all agencies that provide care and services to our population of individuals with special needs.

I have sent this same letter to Southwest Airline’s customer relations but I am not under any illusion that a reprimand or, more importantly, a needed change will come of it. Southwest Airlines has left a lasting impression with my family. It’s not a very pleasant memory, but it is sure to be a long and lasting one.

Addendum: I have since received a response from a representative at “A Wish Come True.” In part, it reads, “I will be contacting the folks at Southwest Airlines to express my disappointment in the service or lack of service that you received. The flights were direct and our organization was billed for two direct flights. There were to be no stops or layovers. The time of departure, 6:30pm, was so that you could have a direct flight.”
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Ben There on 03/10/2009:
If Make A Wish asked Southwest for a direct flight as they mentioned in the letter to you, then that is what they got. "Direct" means that the plane stops in another city, but a change of planes is not required. They should have asked for a nonstop.
spiderman2 on 03/10/2009:
I feel for you, having a special needs kid myself, but you made a few errors here too. You really didn't' need to be in the terminal all day. When Peter asked you your flight number you had no idea. It is your responsibility (or one of the other 4 people with you) to know the flight number, keep track of departure times and any gate changes. I really don't see how it is Southwest's problem that you had to be off the cruise ship hours before your flight took off. If you have a problem with that, I guess you should take it up with the foundation that gave you the trip.
jktshff1 on 03/10/2009:
While I can sympathize with your plight, Spider is right on, the unnamed wish organization seems to be a little lax in their planning.
Knowing that your child has "special needs", would seem to alert you to being completely prepared in advance if problems arise. While the airlines could have been more courteous and understanding, seeing that everything is "perfect" for your child is not within their responsibility.
hello dolly on 03/10/2009:
Whoa ! The poster was not blaming Southwest for anything more than providing incorrect information. He clearly understands and takes full responsibility for his daughters needs. probably one of the most well written and expressed complaints I have read here in a while.

I hope the lasting memories of the Disney trip soften the harshness of the end of the trip. Once you have raised multiple children you learn to plan for the "little" things that can and do go wrong.
Ben There on 03/11/2009:
At best there was some miss communication regarding gates because the OP did not know his flight number, so he had to walk two gates down and back.
azspots on 03/11/2009:
Unfortunately, unless you know..."direct" to the airlines means no change of plane although it may well stop. Non-stop is a different term to them.
Disaster Worker on 03/11/2009:
Wish, it sounds like you really have your hands full, and my hat off to you for trying to make the best of a bad situation. It's truly not typical Southwest Airlines behavior as I've probably flown about 400+ flights with them over the years. They should have given you and your family much gentler handling, for sure. You are my hero for raising children with special needs!
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Military Police Equipment Stolen Out of Luggage.
Posted by on
This letter is being sent to you concerning my baggage being open and individual items stolen. I am hoping to get this resolved in a timely manner.
On 26 September, while returning to my home after doing military duty in Providence, R. I. at the War College, I checked my luggage through TSA. TSA never opened my luggage there for you are required to stand-bye until it clears the x-ray machine. I observed the Southwest employee take my luggage so it could be sent down too the plane for loading. While in Providence, I had about an hour and a half wait for Flight 290 to Chicago. I had a stop at Chicago Midway Airport for about an hour for Flight 266 and then preceded onto Tucson, AZ. Upon arriving in Tucson, I noticed that my luggage has been opened. After inspecting my luggage, I discovered that all my military police gear has been stolen, except for my duty belt. This consisted of two handcuffs, SOG EOD multi-tool with case, cuff key (long version), and a Cabelas 9v Flashlight (Same style as the Surefire 9P.). I talked to the Baggage Claim Officer of Southwest at the Airport in Tucson and got a report number and that is: 1002374781.
Over the next several days, I contacted TSA and they said there would have been no reason for TSA to re-inspect my luggage in Chicago since it had been x-ray-ed in Providence, R. I. I made contact with several people at Southwest with one being a “Sue Ann Larsen” telling me she would email me the forms and info on filing a claim with Southwest. I never did hear from her or get the email, and my last contact with Southwest out of Dallas, said Southwest will probably not do anything about replacing the stolen items for they are only responsible for the outside part of the luggage. This is not acceptable at all. I know Southwest contracts out its luggage handling, however that does still make them responsible for the actions of their contractors. Enclosed is a copy of what is would cost for me to replace the items stolen and that is: $208.13.

United States Navy Reserve


December 3, 2008
SouthWest Airlines Central
PO Box 36663
Dallas, TX 75235

Dear Sirs and Madames:

I am writing this letter in regards to items stolen out of my luggage during a recent trip with your airlines. I am hoping to get this resolved in a timely manner.
I am a Petty Officer in the United States Naval Reserve, and have proudly defended my county in both active duty and in the reserves for many years now. On 26 September, while returning to my home after serving military duty at the United States Navy War College in Providence, R. I., I checked my luggage through TSA in order to board a SouthWest Airlines flight home. TSA agents never opened my luggage there for you are required to stand-by until your luggage clears the x-ray machine. I observed the SouthWest employee take my luggage from the checkpoint so it could be sent down too the plane for loading. While in Providence, I had about an hour and a half wait for Flight 290 to Chicago. I had a stop at Chicago Midway Airport for about an hour for Flight 266 and then preceded onto Tucson, AZ. When I picked up my bags in Tucson, I noticed that my luggage has been opened. After inspecting my luggage, I discovered that all my military police gear has been stolen, except for my duty belt. This consisted of two handcuffs, SOG EOD multi-tool with case, cuff key (long version), and a Cabelas 9v Flashlight (Same style as the Surefire 9P.). I talked to the Baggage Claim Officer of SouthWest at the Airport in Tucson and got a report number and that is: 1002374781.
Over the next several days, I contacted the TSA and they said there would have been no reason for the TSA to re-inspect my luggage in Chicago since it had been x-ray-ed in Providence, R. I. I made contact with several people at SouthWest with one being a “Sue Ann Larsen” telling me she would email me the forms and info on filing a claim with Southwest. I never did hear from her or get the email, and my last contact with SouthWest out of Dallas, said SouthWest will probably not do anything about replacing the stolen items for they are only responsible for the outside part of the luggage. This is not acceptable at all. I know SouthWest contracts out its luggage handling, however that does still make them responsible for the actions of their contractors. Enclosed is a copy of what is would cost for me to replace the items stolen and that is: $208.13. I sincerely hope that SouthWest airlines would live up to its obligations under law to handle my luggage and not allow its employees or contractors to steal my property from my luggage without giving me just recompense. I think it would be quite shocking for the public to learn that your airlines also would let this happen to a member of our Armed Forces actively serving our great country, only to be ignored and be told that that is not your airline’s concern. Please consider these letter a claim for the stolen items, or if you do not do business that way, a request for a claim forms.
Their resonse:

We realize that perhaps the single most frustrating experience - for both the Customer and the airline - is when a Customer finds something missing from their checked piece of luggage. When this happens, the ideal solution would be to offer recompense for the loss - unlimited liability simply cannot be justified.
On a daily basis, we accept sight unseen thousands of bags for transport, and theoretically, everyone that checks a bag could file a missing article report. There are certain policies that we must follow when resolving a baggage claim. Unless there is evidence that a bag has been improperly handled (delay in delivery or signs of exterior damage), we do not accept financial responsibility for missing articles. We make every effort possible to locate the property but if neither of these conditions were a factor in the reported loss; unfortunately, we are unable to accept liability. You may however have recourse through the Transportation Security Administration (TSA). Under their direction, all checked luggage must undergo some form of screening and in some cases; federal screeners will open the bag as part of the screening process. When there is a need to open a
bag, the TSA screeners exercise great care to ensure that the contents are properly returned to the bag and a written notification is placed inside or a plastic tag is secured to the outside of the bag. In the event of loss or damage, TSA will assess, on an individual basis, claims that are made to their office. If you have questions and wish to pursue your claim, you should immediately call the TSA
Consumer Response Center toll-free at 1-866-289-9673. To protect your rights under Federal law, you must submit your information in writing to their office at the following address:
TSA Claims Management Office
601 South 1th Street - TSA 9
Arlington, VA 22202
Hopefully, you will be able to understand our position in this matter and will not allow this experience to permanently tarnish your image of our airline. You are a valued Customer, your patronage and confidence are equally important to us and we look forward to the opportunity to service you again.

Anita Weaver
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Davenport on 12/03/2008:
If there's no tag, then I'm not sure what else you can do. I would suggest going to the media, if only to highlight that if you fly Southwest, and your items are stolen, they won't care, because if they believe you, they have to believe everyone.
Anonymous on 12/03/2008:
Unfortunately, this is becoming a common practice--TSA "misplacing" items. My son once arrived at his destination (training for the Coast Guard Reserve) with one running shoe--but not the other. I imagine when they are rifling through the bags things fall out, they either don't see them or don't care, and that is how a lot of stuff goes missing. They probably have loads of stuff in the garbage that they have no idea of where it came from. Then when you try to get compensation, everyone passes the buck. I think this happens with every airline now.

I travel frequently and, so far, fingers crossed, have not had this happen. But, I imagine it's only a matter of time. Thank you for the post and I hope you can get some satisfaction from someone for this loss. Also, thank you for serving our country.
madconsumer on 12/03/2008:
recently there was a report about tsa agents who were terminated over theft. fortunately, they were video tape caught. I would not be surprised it was a tsa theft.
Ben There on 12/03/2008:
A few months ago a TSA agent in Newark was busted for stealing 200K in goods from passengers and selling it on eBay. He did his stealing in the back rooms of the airport where the TSA can screen items again after the leave the front counter on the way back to the little carts that go to the planes. He was finally caught when he stole a camera that cost 50K from a CNN employee. The good news is he had a great feedback rating on eBay so you could buy your stuff back in a timely manner.
Anonymous on 12/03/2008:
Mad--Unfortunately, sad, but probably true.
Anonymous on 12/03/2008:
LOL Ben. That is a disappointing story, but I had to laugh at your ad-lib. :)
Principissa on 12/03/2008:
So now the TSA has resorted to stealing from our military. Nice. If they can stoop that low, nobody's belongings are safe. How dare they. Something really needs to be done about this, it has got to stop.
Anonymous on 12/03/2008:
I think they need armed guards to watch the TSA when they go through our luggage.
Ben There on 12/03/2008:
At least Southwest does not charge for checked bags, so you do not have to pay $15 to have your stuff stolen.
Principissa on 12/03/2008:
That is until the TSA corrupts the guards. I just can't believe that you can't even trust your running shoes and in my case unmentionables in a checked bag. It's disgusting. Traveling is stressful enough as it is, why make it worse, especially for our military. That just makes me more angry.
Anonymous on 12/03/2008:
You are on the right track Diane. Guards and video tape in all luggage handling areas.
Anonymous on 12/03/2008:
Princi--I carry my unmentionables with me in my carry-on. I don't want to have to hunt down those hard sought out things in a store when I arrive at destination, lol.

Ben--Good point!
Ben There on 12/03/2008:
When I am living out of a suitcase I alway pack the clean clothes at the flat bottom of the case so they stay more pressed, which by default means the dirty undies and socks are the first thing you see when you open my bag... Maybe this has kept those nasty thieves away from my stuff, not that there is anything valuable in my checked luggage anyway.
Anonymous on 12/03/2008:
Ben--Good idea. Then they just open the case, see the dirty undies and quickly close it.
Anonymous on 12/03/2008:
There are so many comments I can make now.. but some things are better off left in my head. :-X lol
Anonymous on 12/03/2008:
Yes, John, probably best left unsaid--or not. It's really up to you.
Anonymous on 12/03/2008:
Yah, its bordering on crossing the line.. so I'll keep it to myself. :)
Anonymous on 12/03/2008:
Okay (darn).
Ben There on 12/03/2008:
Hehehe... Gives a new meaning to "scaring the crap" out of a thief. Just kidding!
Anonymous on 12/03/2008:
LOL OMG! That's what I was thinking... only you cleaned it up a little bit more than I would have. :)
Anonymous on 12/03/2008:
I do think I will use the dirty undies thing on my next trip. Maybe I'll use my hubby's instead though. I'll just have to put a plastic shield between those and my clean clothes, lol. I'll let you know how that strategy works when I go to Singapore next month.
Anonymous on 12/03/2008:
Diane, take me with you? I won't be in the way. I will fit snuggly in your luggage and can let you know if someone steals. Just keep your hubby's undies away from my face. Please and thank you. :)
Ben There on 12/03/2008:
I don't know if Singapore is the best place to try this out... I love the people (and the food) there, but they like everything clean. Don't get arrested:)
Anonymous on 12/03/2008:
Okay, John, sure. You can be my luggage's private security guard. However, keeping the undies out of your face will be your responsibility, lol.
Anonymous on 12/03/2008:
Ben--I don't think they will care what I have in my luggage--will they? I'll just tell them I didn't have time to do the laundry. Besides, they probably all wear gloves.
Anonymous on 12/03/2008:
Oh I can see how this plane ride is going to turn out for me, and it aint looking good. lol
Anonymous on 12/03/2008:
No, John, it doesn't, LOL.
Anonymous on 12/03/2008:
Wait, diane... you aren't married to Ejack, are you?
Anonymous on 12/03/2008:
No, John, but his undies are bigger and mightier than mine.
Anonymous on 12/03/2008:
I love you, Diane, but I'm going to sit this one out. LOL Ben, where are you taking me? Lets go!
Ben There on 12/03/2008:
I used to go to Singapore when gum was still illegal to sell. You could have it on you, but stores within the island were just not allowed to sell it. I would arrive with a couple packs of Trident and I might as well have had gold with me. Those were the days when I could trade chewing gum for chili crabs. It was better than cigarettes in prison...
Ben There on 12/03/2008:
John, the dollar is actually doing good all over because we are not the only economy that is crashing. How does Australia sound this time of year? I don't surf, but I don't mind watching other people do it:)
Anonymous on 12/03/2008:
I've never been to prison, so I wouldn't know about that. :-X Sorry, Ben. :) lol
DebtorBasher on 12/03/2008:
^^^^^ Yet ^^^^^^^
Anonymous on 12/03/2008:
Uh oh.. Ben, after my last post will you still take me? lol I can people watch on the beach. :)
Anonymous on 12/03/2008:
LOL! BFF is awake!!! YAY!
Anonymous on 12/03/2008:
Ben--I think gum may still be outlawed there from what I've heard.
Ben There on 12/03/2008:
It gum is now legal to sell, but bring some extra anyway:)
Ben There on 12/03/2008:
John - lets go... I should mention that all my Aussie friends can drink like there is no tomorrow, so get ready for a hangover on the 14 hour flight back home. It sucks.
Anonymous on 12/03/2008:
I would offer to be the designated driver to avoid the hangover, but I don't think the pilot would appreciate my help. I'd love to travel again. It's been a long time.
Starlord on 12/05/2008:
Rather than automatically blame the TSA, I would prefer to suspect the baggage handlers. there have been many documented cases of baggage handlers stealing from traveler's luggage. If I ever travel again by air, I will invest in the lock that the TSA can open. That way I have some accountability built in to the security of my luggage. David, I can sympathize with your plight. When our daughter reported back to Parris Island following her furlough after boot camp, Greyhound had lost her duffel bag. Just about everything she had in the world was in that bag. The bag was later located in Phoenix, and she had to be issued an emergency issue, or however they dress Marines who have lost their uniforms.
PepperElf on 03/01/2009:
OMG. That sucks.

I remember reading stories about that online, with people "lifting" cameras and expensive items... and then blaming the passenger. "Why do you need to bring it anyway?" as if that was a license for them to steal.

I hope you get your items back... and it sounds like you're police or military... I'd say file a police report and possibly a lawsuit if possible.

I hope you get your stuff back - or get reimbursed for it.
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Southwest flight change extortion
Posted by on
Rating: 1/51
NAPA, CALIFORNIA -- Let me start off by saying I generally have had positive experiences with Southwest in the past. That being said they have failed miserably on my most recent encounter with the airline. My wife and 10 week old son were set to return from a family trip to Iowa this week when my wife came down with the flu. When we tried to move her flight the first time I was charged an additional $142 and I was told it was due to changing the return city from SFO to Sacramento. I understood that and was told IF I needed to change my flight again due to her illness that as long as the itinerary stayed the same I would not encounter additional change fees.

Unfortunately my wife is still down with the flu and I had to extend the return flight this morning once again to give her time to rest. I was told to do so, even though I was using the same itinerary, that I would be charged and ADDITIONAL $150. My original cost was $210 for the return flight. My current cost to get my family home is now $502. All of this and the customer service agent tried to tell me SW does not have "change fees". That is blatant false advertising. They can say they do not have a change fee and claim that "her original fare was no longer available" but this is a change fee no matter how you slice it. Again, I was fine with the $142 as I changed the itinerary but the last $150 this AM is utter extortion. I feel taken advantage of and I just hope that you don't get sick if you fly Southwest.

The irony is my wife most likely got sick on their plane. Great little profit center they have created.

Southwest - I am 31 and travel for business at miminum twice per month. You have lost my business along with the business of anyone I can convince not to fly with you and it's a shame because your flight attendants are some of the best in the business. It's too bad your customer service and business practices do not match their professionalism.
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Dukemom on 08/07/2012:
As a frequent flyer I'm sure that understand about fare changes. Any other airline you would be faced with the increase in fare AND their $150 (or whatever) change fee. I think that you're being unreasonable to not expect to pay the increase in the fare.
jonthethird on 08/07/2012:
Which fare structure did you use when you purchased the original tickets?
The "want to get away" is least expensive, but very restricted.
The "anytime" is far more expensive, but much more flexible.
If you did the WGA fare, you rolled the dice and hit snake eyes.
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SouthWest Boot Sober Passenger
Posted by on
Rating: 1/51
HOUSTON, TEXAS -- "Flight 657 (New Orleans to Houston) was delayed; there was about 15-20 minutes between departing 657 and boarding flight 3506 (the connecting flight to Philadelphia). The arriving/departing gates were in closeness. I decided to use the bathroom and then, with my colleague, went to Buffalo Wild Wings for a beer, to go. The bar attendant put it into a clear plastic cup and we walked across to the boarding gate.

"I sat with my daughter and we both fiddled with our cell phones as they charged. I approached the counter to inquire if flight 3506 had been delayed and to verify that we were at the correct gate. Many passengers' gates were changed (last minute), and the personnel looked frustrated in dealing with the overcrowding and standby situations. I struggled to limp to the counter because of leg pain. When I approached the counter, [the Southwest Customer Service representative] stated that our flight would be boarding in 10 minutes, however I would not be allowed to fly. I actually thought she was joking.

"She stated that I was drunk. I asked her if she was kidding. I offered to recite the Gettysburg address or to say the alphabet backwards. She asked me if I was on any medication. I disclosed that the only medication I take was for ADHD. She remarked that that medication should not be mixed with alcohol ... She handed me a piece of paper with writing on it and instructed that I take it to the Hilton and that they would give me a room. She also questioned if I wanted her to call the cops. I responded that was exactly what I wanted her to do.

"When the police arrived he spoke with me and informed me that the airline reserves that right to refuse passengers. He also told me that he knew I wasn't drunk but could not give me a breathalyzer, as they are only used in traffic situations. I was advised by an observer that the situation was not fair and suggested that I go to the hospital for a toxicology report for proof of random mistreatment. The hospital personnel and hotel staff were equally in shock when learning of the situation. They were so embracing. They helped alleviate the distress of the situation."

Erinn says that she called Southwest, but was again told that the airline reserves the right to refuse passengers for boarding. She also received an automated e-mail response from Southwest saying that they are looking into the incident. She says that she feels "so dis-empowered; as a patron, customer, and a citizen. I just couldn't believe this mistreatment could be legal." She says she will never fly Southwest again.

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Anna Molly on 07/15/2012:
Who is Erinn? Are you?

OK...this kind of clears it up:

madconsumer on 07/15/2012:
I question why the passenger was allowed to take beer out of the bar. all the flights and airport bars I have been in, that has never been allowed.

this appears to be a copy and paste of the news story posted on
trmn8r on 07/15/2012:
Everything I hear about Southwest makes me want to use them for my next flight.

It is the discretion of the staff to assess such situtations. The telling of this story at Jezebel (which is very one-sided) hints that this was done on purpose as a way of culling passengers from a packed flight - I find that very hard to believe. Word gets around that several people have been accused of intoxication that weren't, and it would reflect very poorly on the airline.

Between the first person and third person, it isn't clear at all who wrote this.
jonthethird on 07/15/2012:
I fly SW often, have never had such a problem. When there has been a flight delay, they have worked to get me home within a reasonable time. I love SW: get aboard, sit down, eat the peanuts, and don't cause trouble :)
mzchioma on 07/15/2012:
There are many stories about Southwest and discrimination. Celebrities in particular: Billy Joe Armstong, Leisha Hailey, John Rich, to name a view. Seems like they would've flew another airline but the incidents are not confined to Southwest. Here's one of my favorite stories, so sad......‘the-souls-of-white-folk’/
CowboyFan on 07/16/2012:
One cannot tell from the odor of alcohol, how much someone had to drink, when they drank, or what they drank, which means one beer recently drank can smell like a brewery. Here we have a person who smells of alcohol, who staggers (limps) to the counter. Also, every time I have leg pain I have a tendency to shift my weight from leg to leg, which can be interpreted as swaying. Put that together with red eyes from getting up early or flying, and the OP could have appeared impaired. (Drinking in the waiting area probably is not a good thing to do either.)

The OP did nothing wrong, but the review is helpful because it shows the importance of not drinking alcohol, if one's physical condition can be interpreted to be impaired. The airlines actions seem over the top, but certainly this is something that can and did happen.

Starlord on 07/19/2012:
The decision to prevent a passenger from boarding is totally left to there discretion of the boarding agent and pilot. Anyone who has watched more than one episode of Airline, knows about this, as almost every episode has a passenger barred from flying due to alcohol use.
mzchioma on 07/20/2012:
I hate to be technical and I was advised not to respond, but I think people need to realize that Federal laws supersedes:
1. I was not similarly situated, in a pertinent way, to the claim of “drunkenness” asserted by Christine Moore, Southwest Airline representative.;
2. Southwest has, to the detriment of all of America, treated me (as well as others) in a manner that the other passenger(s) has/have not been treated similarly, and
3. that difference has caused embarrassment to my daughter and I significantly

The decision to deny my daughter and I to board was based on the fact that I was consuming an alcoholic beverage, it sounded as if I had “slurred” speech, and my gait was impaired. My answer to their claims, as supported by the toxicology report, is listed:
1. A drink in hand does not constitute drunkedness.
2. My accent and vernacular was construed as “slurred” language.
3. A leg disability was perceived as impaired due to inebriation, a fact not supported by the evidence.
4. Personnel made reference to the fact that a medication that I had taken should not be mixed with alcohol. This is not a true fact.
I believe, based on the facts, that the action of preventing my daughter and I was facially discriminatory, as based on the state of mind of the airline personnel and the conclusion of “drunkedness” based upon the broad facts admittedly delineated by the airline. I support that claim based on the following facts:
There was no reasonable inquiry of Southwest stewardess’ of the previous flight, or of bar attendant where I purchased the drink. Such inquiries would have been in the interest of Southwest and of the nation in promoting security by obtaining accurate facts and credible information. The decision of Southwest Personnel were simply based on irrational observations which were unreasonable.
An action is recognized as arbitrary and capricious when "it is unreasonable, without consideration, and in disregard of facts and circumstances of the case." Eads, supra(citingArlington Hosp. v. Schweiker, 547 F. Supp. 670 (E.D. Va. 1982)).
Arbitrary and capricious actions have been found to be closely related to ones that are unreasonable. State ex rel. Eads v. Duncil, 196 W. Va. 604, 474 S.E.2d 534 (1996).
These facts establish that there was no legitimate reason to deny my family to board the plane,as offered in the interest national security or the safety of the other passengers on the flight. I dispute a risk of security as substantiated by the fact that I had just departed one flight approx. 20 minutes earlier without incident.
Every American is afforded the rights of 42 USC ss1981. It is in the interest of National security and the preservation of the civil rights act that there is a probe into the actions that occurred. Please assist me in helping to eradicate this social injustice.
mzchioma on 07/20/2012:
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The LUVLESS Airline
Posted by on
DENVER, COLORADO -- Today at DIA at Southwest Airlines has been the worst experience my partner and I have ever had. After a 2+ hour delay in Minn-St. Paul due to a mechanical problem the plane finally left for Denver and the rude SWA staff that awaited us. Upon arriving at the airport our delayed flight pulled in moments prior to our connecting flight was to leave. Of course our departing flight was delayed prior to the mechanical problem, which was discovered on the runway, due to late passengers. SWA DIA does not seem to believe in a short delay to get passengers on the flight and instead gave our seats away and closed the door as we arrived at the gate. Adding insult to injury Michelle R who was a Customer Service Supervisor that came from the far regions of hell on this fine 2nd day of the year arrived at the desk to talk to us with attitude. Waving her hands and disrespecting us as customers she took the approach that instead of defusing the situation as a good customer service agent she would threaten to have use removed from the airport and not fly and only further inflamed the situation. After a few words were exchanged, none of which were threatening in any way, Mrs Reed picked up the phone and called the police. We left to find the police ourselves. Finding them we spoke with them and then to D Danielson who was the supervisor for Mrs. Reed. Of course this exemplary employee for Southwest went on to accuse of threatening her with bodily harm. Evoking the great power these little people have over every one of us that flies. Ultimately we were escorted out of the airport by the police. Lied to by Southwest Airlines a few more times and booked on a flight home the next day. Leaving us stuck at DIA without getting to important business and with a very bad taste in our mouths for an airline that speaks of LUV and the best customer service in the business. Actually, based on this interaction they have gate agent supervisors that are willing to lie to empower themselves beyond the power they should hold. I write this to say beware of SWA and the DIA staff. You may not get to where you are going and be accused of being a terrorist because SHE can.

By the way I have the highest status with SWA imagine how this child of the devil would be with the average Joe.
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SteveWiginowski on 01/02/2012:
I'm really curious to know all three sides of the story on this. For both sides to seek the police, I think there's more to this story.
trmn8r on 01/02/2012:
The SWA CSR claimed that you threatened her with bodily harm, but you didn't?

I've never had anyone in cusomer service make up stories about my when I complained. That is unusual, and I would also want the police handy to sort it out.

You say that the people were "little". Were they height challenged, or did they have little minds?
Anonymous on 01/02/2012:
If your flight is delayed, the airline will not hold your seats on the connecting fight. You weren't there so they were within rights to release your seats. At an airport, all words are threatening words. That's why you were escorted out by police. How did Southwest lie to you a few more times? You went into detail on everything else. Can you please explain how they lied a few more times?
Anonymous on 01/02/2012:
This is a very unfortunate situation and one that no one will win. I know that it is easier said than done, but when it comes to airline employees there isn't much you can do at the time of the incident because anything you say or do may be perceived as threatening. Your best bet is to be as patient as possible, get on the next available flight and then when you get to your destination let your fingers do the talking by writing to the executives of the airline. You can send an even bigger message by letting your money do the talkiing and refuse to fly this airline any longer.
olie on 01/02/2012:
Nowadays, a passenger has to be AT the airport at least an hour before the plane is scheduled to depart. It sounds as though you did indeed build in enough time to get to your connecting flight.

But it's nobody's "fault" that your outgoing flight from MSP was delayed for so long. Such things happen, and I know I'd rather be on a plane that was thoughly checked -out, than on one that was not.

In any case, your original flight just didn't get to Denver in time. While it wasn't *your* fault, airline rules are airline rules. Gone are the glory days when an airline would hold a flight for a late arrival.

You could plead your case, but once you were told "No", you should have just asked politely for a seat on the next available flight. And then just made the best of it. (My idea of a perfect few hours is being stuck in an airport with my laptop, wifi, books, magazines, crosswords, and access to food and a bathroom. Since its not my choice, I can't feel guilty about not cleaning the house or mowing the lawn. Perfection!)

Demeaning the employees by calling them "exemplary" and "little" might make YOU feel better, but really isn't going to get you the resolution you seek.
onlooker on 01/02/2012:
the plane left late, you had the opportunity to rearrange the next flights while waiting at the airport (even with built in layovers, sometimes it pays to be proactive)

Chances are that the SWA ticket you had in hand was not priced for any special services - like holding the plane, or automatic rescheduling etc.
Did you not change flights to save charges, or there were no other flights....or you assumed you would be OK.

Your original plane was delayed for a time by SWA allowing late passengers on before the mechanical failures.

You then expected that you could get the same service on the next leg - as they held the plane on the first leg right? Mechanical failure was the unexpected delay.

there was a lot of attitude going one - but those 'little people' hold the key to you getting to your important meeting, job interview, home on time. So it seems to me that you took a helpful action for some people at the first leg departure and then demanded it for the second. Not cool.
High status does not entitle one to demand, it allows early access to what is provided.

the CSR might have been giving you attitude especially knowing how many people were getting re-routed and venting on them ....kind of hard to keep a smile.

you have the names, dates, flight numbers write to the airline - and see what happens. Corporate offices respond to high status flyers.
Anonymous on 01/03/2012:
"highest status" what would that be? Status on Southwest is "A" boarding group, so you board with the first of the three groups in the cattle drive.
Considering the egalitarian nature of Southwest (no assigned seating, first class) calling others "little" or "average joes" is interesting....
Darrell27 on 01/03/2012:
My wife and I have also had issues with SWA @ DIA. Returning from Ft. Lauderdale last year late at night, our commuter airline was waiting for us as our flight was late. SWA refused to call down to the gate and have them wait a few more minutes. I being disabled, asked SWA to call for a cart to take me to the gate but the agent refused. So my wife and I were forced to spend the night in Denver at our expense. The next morning we were told the commuter airline said they only had 2 other passengers on the flight the night before and said they called SWA to confirm we were on their flight. They said SWA were extremely rude and didn't care if we made our connecting flight. They also said the pilot waited for 45 minutes for us AFTER our SWA flight landed and finally took off without us. If SWA had only bothered to give them a call, they would have waited a few more minutes as it was the last flight of the evening. My wife and I have flown SWA many times out of DIA and have never had a pleasant experience with them.
CowboyFan on 01/03/2012:
Minn-St. Paul is probably the end of the line, so passengers left there would have to wait a long time for another plane, therefore the delay for them. Denver is a much busier hub for SWA, and more flights fly through there, so there would be a shorter delay for passengers left behind.

Why would there be any reason for the op to "exchange" any words, when the rules and practice is always that one must be at the gate, ready to go, thirty minutes prior to boarding, and if not your seats are given to those on standby. (Calculations concerning weight, passengers, fuel, etc. must be completed before the scheduled departure time, and late arriving passengers mean that must be redone.)

Planes follow a schedule. If they delay at one point, the plane is late the entire day, which is one reason they try to leave on time, late passengers or not. (The op flys on one of the busier days, and is upset by delays - imagine a delay on the New Year weekend).

Fred Payton, Jr. on 05/06/2012:
I drove from Livingston, Tx. to pick up my wife arriving from Albuquerque, New Mexico yesterday. But since I have a problem occasionally with frequent urination, I needed to go to the restroom, so I was going to park in the garage and walk inside the terminal, but could not get into the parking garage because I don't possess a credit card and I don't have a cellphone. I feel this is a gross discrimination against people who, for religious or other reasons, cannot use airport facilities. And it is wrong. KEEP THE AIRPORTS OPEN FOR THE COMMON MAN AS WELL. This is not the first time I have had a frustrating experience with airlines. 5-06-12
doingsomethingaboutit on 04/06/2013:
I agree with you 100% I had a situation that is mind blowing and I am going through the legal system. If travelinbry63 could give me a way to contact him, I would like to get his affidavit. Thank you.
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Horrible Experience!
Posted by on
Last year, SW was actively marketing to repeal the Wright Amendment. I was very excited when a compromise was signed at the end of last year, and for the first time, we were able to fly round trip from Dallas to Orlando.

On Friday February 2nd, we took Flight 21 from Dallas to Houston. Then we took Flight 1172 from Houston to Orlando. We checked in online so we got the A boarding cards. On Flight 1172, the flight was completely full, and a gentleman with a young son came on board with C boarding cards and could not find 2 seats together.
A flight attendant announced, would anyone give up a seat(s) so that the father and son could sit together. No one volunteered. She announced again that if they could not find a seat together, then the crew would delay the whole flight. So, I thought the nice thing would be to give up our seats. I took a window seat, couple of rows in front of my original seat. My finance took a middle seat, 2 rows behind me, on the other side.

As soon as we were in the air, the guy in front of me, leaned his seat all the way back.
I ordered some water from the flight attendant, Debbie, and when she delivered it, I asked her if she could ask the gentleman in front of me to move his seat until I could finish my drink and snacks. She said that “it was against regulations” to ask someone to move the seat up. I told her that every flight I’ve ever been on, the flight attendant asks the person in front, without me ever mentioning it, to move the seat up when you are eating. She said that “she was not serving food”, and she would not ask him to move the seat. I told her that I could not put my drink down with the seat all the way back. (I’m only 5’1” and weigh 108lbs and even I was cramped) She asks the gentleman in front to move the seat up with a “you don’t have to”. Then she rolls her eyes. My fiancé is watching her roll her eyes and argue with me over something extremely trivial. When we got off the plane, we asked to speak to the captain. He did not want to deal with it and would not talk to us. So, we asked for a supervisor, after waiting 20 minutes, a guy comes to talk to us. He tells us that there are no regulations to do with seats and was sorry about the whole situation.

We thought that the bad customer service ordeal was over.

We took Flight 1702 on Sunday from Orlando to Houston. We sat in Exit seats because my fiancé is 6 foot and 3 inches. This flight was not full, so I took the aisle seat and left the middle seat for us to put our books. We stopped in Jackson, Miss to add more passengers. This flight was full, so I sat in the middle seat to give another gentleman the aisle seat.

We get to our next flight, 54, from Houston to Dallas. Because it was a Super Bowl night, there were very few passengers. We were 5th on board, and we took the Exit seats.
We had a flight attendant in our aisle, J. Wilson, #81562, and we told her that we were sitting in those seats. As I was putting away my bag, I put my purse in the middle seat. I asked her if this flight was full, and she said that I was not allowed to put my purse in the middle seat. (My purse is a small purse). I told her that I was taking out some lotion because my hands were dry. She repeated again in a very condescending tone that I was not allowed to put my purse in the middle seat. She watched me as I took the lotion out and put some on my hands and then put the purse underneath the seat.
I guess she didn’t trust me. My fiancé was watching this whole incident and was getting upset.

As people started boarding, we had a guy who also sat in an exit row and put his computer bag in the seat next to him. She greets him and talks to him and never demands that he move the computer bag. She asks him very politely if he wanted her to move the bag up in the overhead storage for him. I was upset by that time, and I decided that I needed to get her name so that I could report her for discrimination. I was not sure if it was because I was female or Asian.

She comes in front of us to tell us about our responsibilities since we are sitting in Exit aisles. We flew on SW and sat in Exit row for every flight, and we did not have any problem with anyone demanding responses. (I’ve flown for 18 years and sat in Exit seats numerous times and never had been treated so badly!)
I leaned over to get my purse so that I could have something to write her name. She immediately yells at me to pay attention. Then she remarks, “it’s the school teacher in me”. By that time, my fiancé is extremely upset. She asked us if we understood her instructions, and my fiancé nodded his head. In her extremely condescending tone, she says,”sir, you need to say Yes”. My fiancé told her that he did not like her tone and wanted to speak to a supervisor. She said that she was the supervisor. So, he asked her if he could talk to the Captain. She yells, IF YOU TALK TO THE CAPTAIN THEN WE ARE GOING TO HAVE TO DELAY THE FLIGHT! Then, she yells, “IS THIS WHAT YOU WANT”. I told my fiancé that we’ll take care of the situation on Monday; just let it go for now. We had been on the plane all day, and all I wanted to do was to go home.

The flight attendant went to the front of the plane and talked to a TSA agent and the captain and treated us as if we were terrorists. They were staring at us as if they were going to throw us out.

My fiancé is asthmatic; he was so upset that he had an asthma attack. He was shaking and could not breathe. I was EXTREMELY concerned and upset!

When we got off the plane, we asked to see the captain, Billy Bostic. I told him that what my fiancé was upset about was her behavior towards me. She discriminated against me. She was extremely condescending. She knew she was in trouble; she needed witnesses. She asked the guy who was in the exit seat to write a note about what happened. What he didn’t know was what happened before he came on board. She was extremely nice this Caucasian man.

We will NEVER fly Southwest again. A lot of my friends had experience bad service with SW, and they won't fly with them.

What happened to your focus on great Customer Service? I have never been treated so poorly in my life!
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Anonymous on 08/06/2007:
Let me guess, your not Caucasian?
bsb7140 on 08/07/2007:
There is no regulation about seats and you are not required to put your seat back up just because the person behind you has a drink.... you were just looking for things to complain about. I fly SWA all the time and I have plenty of room and am much bigger than you... so I find it hard to believe you were "cramped"
Anonymous on 08/07/2007:
So it took a possible flight delay to prompt you to "do the right thing". Until that point is wasn't "the right thing".

I am 6' 4" and have no problem sitting in any seat on a SW flight. Perhaps you are using your fiance's height as an excuse.
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Beware - You Get What You Pay For.
Posted by on
First of all, the flight was delayed because of some type of mechanical failure on the plane, when we get the word that its safe to fly because the defective part is not that serious (which is what the pilot tells us in his welcome aboard speech right before he takes off) we fly to Orlando for a transfer to Ft Lauderdale once in Ft Lauderdale we realize all the bags on the conveyor has been claimed so we go to baggage claim they tell us our luggage did not make the transfer, but they know that we are in Florida because we are leaving for a cruise set to sail at 5pm, they promise they will have the bags to us by 3pm as soon as the next flight from Orlando comes in, we are like are you sure, they say we promise the ship dock is right down the road from us less than 5 minutes, the bags will be there we could see Carnivals red white and blue whale fin so we think they might be telling the truth. Well around three we start calling, first call southwest says the plane just got here and the crew on board tells us your bags are on board they will be right there, second call 3:30 south west says the bags have left they should be on board, now its 8 of us my wife and I, her sister & husband, my inlaws, & my sister in laws in-laws, so between the 8 of us we called them probably 2 or 3 more times and they continue telling us our bags are on the ship until the last call which we had to call from the ships phone at customer service because we no longer had cell phone service this time they say the bags are in Ft Lauderdale they thought they had sent them to the ship. They tell us they will refund what money we spend on clothes, toothbrushes, & etc, OK we can get toothbrushes and things like that but we are going to be at sea for the first 3 days we want our clothes we already bought clothes for this trip, so after talking to every supervisor at the company they fly our bags to our first port of call Puerto Rico we finally get our bags after three days, all of our jewelry, watches, evening gowns, dress shoes, cologne, used deodorant, camera, bathing suits, sneakers, even used underwear gone. Probably stolen in Puerto Rico or could even in the states but that doesn't matter still mad, and they say they are not responsible. My advice carry on anything you don't want lost or stolen I was trying to be easy to get along with, trying not to extend the naked body scans and searches they perform by checking everything. Sorry for typing so much but just needed to vent, cause southwest doesn't care, some we talk to act like they find it to be funny. At least we made it back safely, I am thankful for that.
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Inat on 12/15/2010:
my guess is that they transferred the bags to PR and had a courier take them to the dock. Between the airport and dock, your stuff was pilfered.

It does indeed suck and I too would be furious. But regardless of airline, it can still happen. Airlines don't manage the bags once they leave their counter - it is all airport staff.
Anonymous on 12/15/2010:
Ben There on 12/15/2010:
I suggest you arrive in your port city the day before a cruise... Delayed planes and bags can and do happen at every airline every day.
Anonymous on 12/15/2010:
Ben There + 10. Also, arrange your return flight for the day after the cruise.
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Their money...their pocket
Posted by on
I will cut and paste most of what another individual posted here as it also applies to me. Except when I checked in July 09 to make sure my money/credits would still be available to me until Dec.09 in July 09 I was assured by Southwest representative that it was...along with a voucher for 429.50. I called September 09 and guess what I'm informed that my OWN money of 76.00 is gone. The "Supervisor" just kept telling me they were sorry about the representative error but that they could do NOTHING and stated the following as they did to this person: "If you have $1 from an old reservation and add $300 to book a new ticket, the entire $301 expires on the old reservation date. They claimed that other airlines have the same policy which I verified was not true. They also claimed that this policy is clearly on the purchasing screen which is not true. They also claimed that the expiration date is on the top of the confirmation which is not on the fax copy I received.

They have obviously changed their policy to get every dollar out of the Customer whether they have earned it or not. Be careful since there is a new Southwest Airlines and they have a #1 focus on revenue NOT customer service!"

And all they would do is keep repeating how sorry they were. On top of this I had a 51.00 and 30.00 due for 81.00...5.00 was deducted with my OK for 5.00 security fee on subsequent prepaid trip..leaving the 76.00 I had planned to use with the voucher that expires Dec,09. Now that I'm told that 76.00 is gone..I'm told if I had at least 50.00 in one transaction/one way (the other was 30 on return part of trip)...that for a fee of 50.00 I could get MY money back for example I had 51.00 (but since they took the 5.00 security fee from this convenient) only would have 46.00 so not eligible...but if I had 51.00 they'd deduct 50.00 for the "processing fee" and return 1.00 to me. I had to have them repeat this as I couldn't believe what I was hearing. My 76.00 paid on same credit card I've been paying on many flights with them over the years they couldn't/wouldn't return but would credit...then due to their error...they keep, tell me repeatedly they are so sorry but can do nothing..yet if I had 50.00 or more they can with a 50.00 fee! So now, instead of recommending them to so many on principle, I will actively encourage others to use other airlines and will let many know of how unprofessionally I was treated and how greedy this airline is over 76.00.
I have no doubt that they will lose quite a bit of revenue when this is shared. So Southwest are you happy now?
PS. I happen to be a cancer patient when needing to fly in/out national medical center am eligible for free angel fights but try to pay my own way on limited income while I can ...they didn't care.

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User Replies:
Fufu487 on 09/26/2009:
Very helpful :) I will not fly Southwest if I can help it
Ben There on 09/26/2009:
Southwest airlines has the most flexible terms for using credit from other flights. Most US airlines charge $150 to even use credit and Southwest does this for free. You can also use your credits for other people which is unheard of at most carriers.
no longer appreciative of Southwest on 09/27/2009:
Ben there....What If your boss gave you perks maybe more (check the fine print) than another company but took 76.00 of yours through his/company error and just said "sorry"...would you let him/company just remind you of the other "perks"? I will admit here that otherwise I've been mostly pleased with this airline..actually gave up a free round trip with my frequent miles from another airline because I liked Southwest much more. I even shared that with the customer rep. I think that is why this has disheartened me so much. That for 76.00 they're willing to lose an otherwise satisfied customer. It's just wrong when they made a mistake and just say "sorry". And when I go to use the 429.50 voucher I will most likely have to add at least 76.00 to I will have paid twice. This may seem like not a big deal but if it is to Southwest it should be to me as well. I automatically just went and booked with Southwest and encouraged others to do so. After this I will check out other airlines and fly whichever one suits me best. Southwest has lost my loyalty.
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