I screwed up a change in a flight, and, once again, called Southwest Customer Service; a fellow named ** took care of it in a friendly and efficient manner. He called me back within a few minutes of our ending the previous conversation. He had noticed that TWO of my free roundtrip awards had expired, and told me that, if I paid $50 for each, they could be reactivated for a year. Can you name Customer Service, at any company, never mind an airline, that would have called you back to take care of something like this (actually, UPS did something very similar last year)? Way to go Southwest!!
I was on my way to my daughter's wedding - had all VERY imp wedding things in my carry on including jewelry, dress for the wedding, shoes, wedding purse, baby pics of my daughter - not replaceable, also meds and imp documents All in my carry on for safe travelling. That is why I didn't check this bag. I almost yelled but contained myself. Asked her for the tag - It wouldn't fit on the overhead so I told the flight Attendant what was in it (stupid me). She listened and said she would not check it! She reassured me she would keep it with her in the galley way. As I exited the plane up front I asked for my bag. She said she had to check it!!
She said she didn't tag it and reassured me it would be at the luggage with the rest of the bags. Well you guessed it - this happened March 29th 2012 and I'm still without my bag. I since rebought the wedding dress for myself - shoes etc. I'm still sick over it all. I've gotten very little satisfaction from the way this is being handled. They are very slow and non-informative about searching for the bag. I believe the flight attendant has taken the bag and is enjoying my articles! SO UPSET!! Southwest will never see me again and I will be sure everyone knows how they have handled my situation and made my daughter's wedding a very stressful situation.
SAN DIEGO, CALIFORNIA -- We initially bought tickets for the same SWA flight on 4/14/2012, at the same time for a child (8-year old), his father and his grandmother. All 3 tickets were not bought at the same time: the child and grandmother tickets were bought first and then the Dad's. Later on, the grandmother had to change her plans and called SWA to change her departure time. The SWA representative told her that he needed to change the confirmation number for the child flight, which he did, and assured us that the child and father were on the same flight.
The night before the actual flight, we started the check-in procedure for the child and father, only to find out that they were booked on separate flights. We called SWA to get the situation rectified. The SWA representation, ** (a supervisor in San Antonio TX who would not provide her last name, supposedly according to company policy), flatly refused to correct their mistake and told us that it would be fine for the child to fly from San Diego to Oakland at 8:45 at night by himself!!!
She said that it was our mistake not to verify that both father and child were on the same flight, which is wrong because we immediately verified verbally with the SWA representative over the phone when the modifications were made. In the end, ** told us that we would have to pay an extra $48 if we wanted the child to fly with his father and not by himself, which we consider to be extortion. Since we feel that letting an 8-year old fly by himself to be irresponsible, we had no choice but to pay Southwest Airlines the $48.
HOUSTON, TEXAS -- I've flown Southwest Airlines for over twenty years and my experience in the past was positive. Southwest no longer cares about its customers. If I can avoid it, I will not flight SW again. My recent experience on SW is one of the worst ones of my lifetime. I flew from Dallas to Atlanta via Houston (because of the Wright Amendment.) After doing a headcount in Houston, we expected to continue to Atlanta. Instead, all Atlanta travellers were taken off the plane. We complied because we were lead to believe we would be leaving soon on another flight. 40 of us stood in line for a long time and no one knew what was going on.
Finally, we were given boarding passes on a flight that left 4 hours later. Because I had to drive 4 more hours after arriving in Atlanta and I would not arrive until after 10 pm, I asked to fly to a location that was closer to my destination. The attendant at the desk was very rude and told me I could go but my baggage could not. He would not help and basically ignored me as I stood asking for help.
On the way home, I got back more quickly. However, we spent 30 minutes waiting for a flight attendant to locate her apron that had been taken off the flight by mistake. Southwest Airlines has lost its edge. If I have to put up with rude behavior, I'll fly another airline. At least, I know other airlines will notify me in advance if they decide to cancel a flight. Shame on you Southwest Airlines.
I have a Southwest Airlines Chase Credit Card. The one where if you sign up and use it, you get a free flight through Southwest Airlines.
I saw that there was a promotion from May through July that said if you used your Southwest credit card 25 times per month for May, June, and July, then they would issue you an $100 credit to be used for Southwest Airlines.
I made sure that I used my credit card 25 times during those months, and have verified when calling the number on the back of the card to verify that I was to receive the Southwest credit. I was told that it would take 6-8 weeks for me to receive the credit.
After 9 weeks (October 1st), I decided to give them a call to see what was going on. I was informed that it had only been 8 weeks (even though it had been 9 weeks) and it would arrive in the upcoming week. So I looked in the mail everyday for something, but nothing arrived.
On October 8th I called again to see what happened. They said that they were not sure why I didn't receive anything. They did double verify for me that I was to receive it. They said that they would give me a call within 72 hours to let me know the status of what was going on.
Today, October 15th, I decided to give them a call as I had yet to receive any call from them. I was then informed that there was a backorder for the $100 credit and that it could take several more weeks until I receive the $100 credit. I asked why I didn't receive a phone call, and was informed that they sent something in the mail on October 12th.
The customer service people who I speak to on the phone are very nice and understanding to why I am frustrated. I have a flight coming up in early November that I would like to use part of the $100 credit so that I can sign up for early-bird check in ($10 per flight). Now that I'm being told I might not get it in time to use it for that reason, it's becoming more frustrating to me.
I was told today that if I don't receive anything within a week, to call them again next Friday and ask to speak to a supervisor to see if anything can be done in terms of that early-bird check in for my flights in early November. Hopefully something can be done.
Other than the lack of the $100 credit, the credit card and customer service that they provide is excellent.
DALLAS, TEXAS -- I traveled on Southwest from CLE (Cleveland Ohio) to SFO (San Francisco California) on July 26th with two bottles of wine carefully wrapped in clothes & protected by several layers of more clothes wrapped tightly inside my checked luggage. I have been flying SW, as well as other airlines, for over 20 years and have transported hundreds of bottles of wine in this same fashion. Never has a single bottle broken. These two particular bottles went from SFO to CLE on Southwest just fine on July 19th, but on my return flight on the 26th from CLE to SFO, connecting through Midway Chicago, they were removed from my bag with a note written on a SW ticket sleeve saying "Wine bottles removed by Southwest Airlines." This is ABSOLUTELY unacceptable. Thank god they weren't rare bottles that could not be replaced, but they did cost a total of $76.80. The following day I flew on Alaska Airlines to Cabo and my husband had no problem with the wine packed the same way in his luggage.
I am very disappointed in SW and am considering never flying with SW again due to this gross abuse and molestation of my personal belongings. I'd love it I could have my wine returned to me, however I suspect that an employee has already decided to sample the confiscated bottles. Besides if they haven't been stored properly, they are probably ruined anyway. I cannot express how much disappointment, anger and annoyance I have experienced as a result of this situation.
I understand that Southwest has liquor/wine policies. So does every other carrier in the U.S. Not only has this never happened to me with SW before, but it has never happened on ANY other airlines I fly with, which accounts for hundreds of bottles of wine transported in exactly the same fashion (including international flights) over the last 20 years. Besides, if they are going to use "policy" as an excuse for this situation, then SW should apply the "policy" consistently.
I believe I should, at the very least, be refunded the total cost of the wine $76.80. If they are unable to resolve the matter satisfactorily then I no longer have any desire to give SW any more of my business after being a loyal customer for 20 years, and I will make sure I inform many other people like myself in the wine industry via the internet about the gross liberty Southwest Airlines has taken.
My husband and I were on a flight on July 26, 2010 from San Francisco to Oregon and were traveling with four children. Two of our kids are little and weren't able to carry on their two allowed pieces, so the last person in our group was carrying an extra piece of luggage. The flight attendant, Peggy, wasn't able to keep track of the count (ie: unable to count to 11) and we were told that because she lost count she would have to take the last carry-on and check it in. What? We purposely didn't check any luggage in because our flight was arriving at 10 pm and my husband had to work the next morning, and we didn't want to spend any extra time waiting at baggage claim. Now we would have to wast our time waiting to retrieve that ONE piece of luggage. I tried telling the flight attendant that we had X amount of people in our group and were allowed X amount of carry-ons, but she rudely said, "move along, keep walking, thanks for understanding". After we were seated, my husband went back and tried explaining that we were well within the allowable baggage count and that we wanted our luggage back. He was told there was nothing she could do, despite the fact that the luggage was within reach of my husband and the flight was not full. Needless to say, my son's asthma inhaler and other necessary items were in that confiscated carry-on. So now we are at our final destination, Oregon, and we go to baggage claim and of course, our luggage is not there. We then spend another 45 minutes at the Southwest office trying to track and locate our ONE piece of luggage to no avail. 26 hours later our ONE piece of luggage is delivered to our home. I start making calls to "customer relations" and after 10+ attempts of talking to the wrong people, busy signals, waiting and getting disconnected, etc., I finally get through the next day. I reiterate my story to the representative via a 16 minute one-sided conversation, and was told there was nothing they could do and offered me a very insincere and unapologetic quasi-apology and gave me a piece of advice..."next time tell the ticket agent that you have kids who can't carry luggage and that this person and this person will be carrying extra". What? Moral of the story? Don't fly on Southwest. If you do, load up your pockets with whatever you may need for the next day or two.
TEXAS -- I was on flights from Phoenix to Baltimore then on to Buffalo. NOWHERE on the Southwest site was there information that the first leg also stopped in Austin. What a surprise! For a few moments, I thought I was on the wrong flight!
The most egregious problem, however, is that a Southwest employee in the window seat was using her cell phone to text someone AFTER the flight crew said to turn phones off. While we were taking off, she quickly shoved the phone in her pocket. When we were in the air, she whipped it out again and (probably) turned it off or put it in flight mode.
Just as grievous is that a young woman next to me had her electronic book reader turned on during on the whole flight and NEVER turned it off when we landed. She was in the aisle seat (with me in the middle); not a single crew member said anything to her even though they came down the aisle to check before we landed. The Southwest person in the window seat said nothing either. You should have seen this young woman jump when we bumped to a landing; she had no idea we were landing.
These are direct FAA violations, so I will also notify FAA. It is not my job to ensure passenger safety, so don't tell me I should have said something. Moreover, I was too tired, too hot (see paragraph below), too sick to my stomach (from eating too fast) to deal with this.
Finally, my flights were booked so close together that my choice in Baltimore was to eat OR to use the restrooms. I chose to eat because all I had all day were the awful "snacks" Southwest provides. I had to wolf down my food and run to make the flight to Buffalo. Once on the flight, the airplane was stifling hot, AND we were not allowed to use the restrooms because "we're serving drinks" -- mostly alcoholic beverages.
Is this how Southwest stays a discount airline -- no flushing of toilets, no air conditioning, violating FAA rules, and trying to serve alcohol (for which they charge money) rather than attending to general passenger comfort and safety?
Beware Southwest airlines!
TEXAS -- As an Army wife I dream of my family flying or driving to Texas often to visit family and we are actually taking another flight here in July 2010 to go visit them. Shhhh, they don't know yet! Every flight I have ever taken on SW was very enjoyable and the empoloyees are joyous, laughing, and smiling and working to make your time there fun. The last time I was on a flight (going to TX from DisneyWorld in FL) the fliers were quiet and one of the employees got on the speaker and made jokes and gave us the information for our flight and really lightened up the people there. My husband and I were worn out from our honeymoon of non stop fun and really needed that last little perk to get us home to our son in a chipper mood. They are very supportive of military families and I have known this before my husband enlisted and I became an Army wife and have seen standing ovations and applauds with plenty of "God bless your precious souls!" to anybody wearing ACU's on board. Travelling with a toddler is always a handful and I either prefer a very quick flight from one place to another or prefer to stop with a little longer layover so my little man can stretch his legs and get something to eat. As a side note SW still hands out the honey roasted peanuts frequent fliers miss! I often grab a V8 (tomatoe juice) on ice and pull out the optional take home magazines to enjoy. I love the service, the hospitality, and the friendliness of the employees that work there. On one occasion when the flight AT&T. noted I was having a hard time with my son she brought me extra snacks and distracted him for just a few minutes so I could take a breather and get a bite to eat. That's heavenly for any Momma! They always get our requests fulfilled to a T and the flight itself is always enjoyable. I have had one fliying experience where the pilot gave us a little rough ride landing but ultimately everyone was kind of smiling about it since we were all leaned forward at the almost complete stop! They are happy and cheerful, but take things seriously. I have seen a man come on handicapped with a child and one particular AT&T. stayed next to him and helped him get comfortable, put away his bag, and help our the child accompanying him and still spending plenty of time with the other people as she is supposed to and getting my coffee right with the number of sugars going in it. Customer service? 5 star. Pilot handling? 4 star! Luggage help and care? 5 star! If SW could make any adjustments that could please me more, it would be a fold out changing table in the bathroom!
Used to fly Southwest from Philly - Florida often and it was great on a short flight like that. No baggage fees, always on time (even early), cheap fares.
However, I've recently started flying to LA often and have tried Southwest several times, all being completely unpleasant experiences. First of all there is always a layover which wouldn't be bad if they didn't seriously have a problem with connecting flights. On a flight to LA with a layover in Phoenix we were told to stay on the plane in Phoenix. Wasn't until 20 minutes later when the new flight attendants came on and started talking did we realize they actually rerouted the flight to Orange County! Not one person informed us. So we got off the plane and headed to the customer service desk only to be blatantly lied to. It was clear it was for selfish profit reasons they canceled our flight since there weren't enough of us going on to LA and stuck us on another flight to LAX 3 hours later. They actually tried telling us the original plane was going in for maintenance when we saw right in front of us people boarding it to go to Orange County. It was disgusting that she was standing there lying to us. After at least 12 of us fighting with her for several minutes we got nowhere. They wouldn't accommodate us for their lack of caring and extreme inconvenience at all. Instead they just lied.
Next attempt at Southwest extreme weather conditions in Philadelphia led us to missing our connecting flight in Denver. I understand weather is out of their control however they promised us in Philadelphia that they would hold the flight in Denver no matter what. Another lie. Not to mention they tried putting us in the C group for boarding even though our original passes were A. They didn't get away with that at least.
I don't like being lied to and these customer service people they have are downright rude. They don't care about their customers at all and will basically say anything to not take responsibility for any inconvenience. I'd rather pay another $20 and not feel like I'm riding a bus.