Southwest Airlines Complaint - Southwest Airlines Fails in Customer Service
I spend over 30% of my nine hour day at work booking travel for our company's employees. Dealing with the airlines is never a picnic, but today I am at my wit's end with Southwest. First, I attempted to use their website to book a multi-city flight (i. e., flying from City A to City B, then to City C, then home to City A). Most airlines have this "sophisticated" capability on their websites; Southwest does not. In order to get an idea of what this flight might cost, I checked one-way ticket prices from city to city to city. Satisfied with the price, I attempted to contact the airline to confirm this is how the ticket should be booked. I waited for over 20 minutes for someone to get on the line to answer this simple question. I immediately went back to their website to book the one-way tickets and the price of one leg of the trip had gone up in that less-than-30-minute span by over $50. I attempted to call Southwest again for assistance in obtaining the rate available before Southwest themselves detained my purchase by their lack of enough people to assist callers, and was told by Claudia that Southwest has no control over their computers. Now that's a scary thought. Apparently these computers enter their own prices, set their own schedules and otherwise create mayhem all on their own. Claudia did graciously give me a non-toll free number to call, but she had little hope that anyone in that area of Southwest would make the effort to correct the problem either. It has now been one hour and 20 minutes since I spoke to Claudia and tried to call their non-toll free number. It continually rings busy. Does that tell you anything? How many people are calling Southwest to complain about their poor service? Apparently one heck of a lot. This is my last experience with Southwest as I have instructed the rest of the admins in our company to block them when booking airline travel for our employees.