Southwest Airlines Complaint - Traumatic (an event or situation that causes great distress and disruption) experience
KANSAS CITY, MISSOURI -- At security check, my luggage was repeatedly thrown off of the conveyor belt and sent back through; my carry on refillable water bottle, which I had temporarily placed in that bag while I went through the metal detector, was busted and everything in the bag soaked and books ruined. Next my specialty pedicure sissors were confiscated dispite the fact that they were within the allowed guide lines posted on Southwest's website. Security delayed us to the point we missed our flight. We then waited for an opening on another flight; the staff assisting with this was very personable but the information they were getting was faulty; we were told we had seats but when we boarded the plane we were told there was only one seat so only one of us could go or we had to wait for another flight. We spent most of the day waiting for a flight and ultimately got on a flight with a connection; when we arrived there was a problem with seat availability on the connecting flight. I was also reprimanded by staff for using handicap equipment (my handicap is not readily visable)When we got our connecting flight we were forced to have our carry on bags checked because other passengers were using our stow space. When we finally arrived at our destination the luggage was delayed; when it arrived my luggage was wet; we were exhausted and still had to drive to the hotel so to avoid further delay I waited to report the problem after we were settled in the hotel. When I arrived at the hotel and assessed the luggage condition the liquid bottles and containment bags had been broken and every thing was soiled; numerous items were ruined and missing; the luggage had evidently been opened; when I called to report these findings I was told that it had to have been reported the night we arrived; although I explained that my report was made within the time requirements posted on the website, nothing was done.
Fortunately the return flight was virtually uneventful except for the weather and the crew handled that expertly.
I have reported this to Southwest with no response; I am extremely disappointed as Southwest was highly recommended as customer oriented.
Did anyone bother to read my complaint?
I agree TSA may have its share of responsibility, however, that does not relieve SW of any responsibility as I was acting on information obtained from SW. There is also no excuse for SW not responding to my complaints. Furthermore, TSA had nothing to do with my carry on bags being forced to be checked or the refusal to accept a claim on the damaged checked luggage. Hello?
I thought this site was for support and positve feedback rather than bashing.
FYI the carry on water was in plain sight and the checked liquids were within airline specifications in quanity and containment.