Southwest Airlines Complaint - Poor Customer Care
FT LAUDERDALE, FLORIDA -- My family and I flew from Austin, TX to Miami to go on a cruise. We booked 4 round trip flights using the Rapid Rewards from the SWAir Visa card purchases. Unfortunately we had to fly back Sunday because there were no Saturday seats available. Upon arriving in Miami, we went to pick up our luggage and Lo' and Behold only 4 of the 5 bags show up. We were certainly off to a bad start, but around 2:00 AM SWAir found our suitcase, still on the ground in Austin. So they ship it to us. Inconvenient, but not a huge deal. Decent but not outstanding service so far.
However, on our flight back, we were booked for a Sunday red eye flight even though the ship returned Saturday morning. My wife calls numerous times to try to book a Saturday flight since with Rapid Rewards you can rebook anytime. This would get us home a day earlier. She is finally told that there are 2 seats available to Austin, and 2 seats to San Antonio. Yuk...but hey, what can you do? We decide to split the family across these two flights so we can get home a day early even though it is extremely inconvenient. I would fly with my son to Austin, pick up the car, then drive 85 miles to San Antonio and pick up my wife and daughter. We tell the ticket agent to make it happen. She cancels my son and I and books us to Austin. She then goes to cancel my wife and daughter and says "oops, the San Antonio flights are no longer available". We tell her to rebook us back to the Sunday flights then. She informs us that the Sunday seats are no longer available. I am getting pretty angry and upset by this time and ask her what she suggests we do about this.
I was not going to leave my Wife and Daughter alone in Ft Lauderdale because SWAir can't get their act together. She then tells us that she can book my wife and daughter on the same flight my son and I are on, but that they can't use the Rapid Rewards tickets because she did not have any Rapid Reward seats available!! Seats are available, but not for "our kind"? So we have to pay $670 to fly together because the ticket agent was too dumb to grab all 4 reservations when we told her to. I am thinking at this point that I am going to take this up with SWA afterwards, they are bound to see my point of view and make this good. When we complain, however, they only offer to refund us $300 in credit towards a future flight in the next 12 months. SWAir treated us like they were giving us free flights. However, we earned those tickets by participating in a program they earn profit from. I fly SWAir a LOT (or at least I did until now), and I am going to raise a stink in every forum I can find.
They can and apparently did rip me off of $670, but I will make sure my story gets told just in case anyone still thinks SWAir is an honest, reputable, service oriented company. Perhaps my story will cost them $600 in business. I hope it costs them many multiples. I am going to return my business to Discover and get my 3% back. SWAir has just offended another frequent flier. I was once a fan and stockholder (albeit very minor) of SWAir...but absolutely never again.