Southwest Airlines Informative - Don't Fly Southwest Across the Country
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.