Southwest Airlines Complaint - Flying To LA For Brain Surgery SW Strands Us In Wrong State
PHOENIX, ARIZONA -- On Aug 24, 2008 my husband and I were flying to LA from Ohio for me to have brain surgery the next morning. There were multiple problems that day some of which were not really Southwest's fault but lack of communication between employees resulted in us being flown to the wrong state and stranded! WE needed to be in LA on the 25th for my brain surgery and SW put us on a plane to Phoenix AZ (with out telling us it was not going to LAX) and when we got there they had let the flt to LAX that they had said they were holding for us go and it was the last flt out that night!
So after the employees at first laughed because they thought we were joking about the surgery tried to help us but couldn't, we ended up renting a car and driving 6 1/2 hours with no sleep all night from Phoenix to LA to make it with in 20 minutes of the time I needed to be at the hospital! In Phoenix the supervisor said we would be fully reimbursed for what had happened to us ( rental car, food, full cost of FLTs)! However when I called the consumers relations that said it wasn't their problem or fault and only refunded a portion of our ticket price. My letter from SW was nothing but an excuse letter and we still didn't get a full refund!
They didn't care. So many people complain anymore and get special treatment but here I am needing brain surgery and can send them any info they needed to show my 3 days in intensive care and my hospital stay and I even flew home with a bandage on my head so they could see it was real! I can not believe the lack of a caring response from management. The actual employees cared and made us promises that the upper management is not following thru. I am so disappointed so all I can do is share my story to as many people as I can because I can't believe how we were treated. One phone call ahead could have held that plane!
The passengers if asked would have agreed to wait 10 minutes for someone needing brain surgery if asked! The didn't even try to hold that plane and we were with in 10 minutes twice that day and they never called or held one flt instead they just left us to drive ourselves....we didn't have a clue how to get there except we did meet the nicest young man ever and he rode with us to LA. So there are caring strangers out there! We will forever be grateful for Tyler who we met that night when SW didn't care!
We had to fly SW home and it used to be our airline of choice however now every time I drive passed the airport twice a day on my way to and from work I can't help to think when I needed them most no one went that extra mile, no one listened as I repeatedly told my concerns about needing to meet connecting flts because of my surgery....it is so disappointing so much for great customer service!