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Nightmare Air Travel
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PHOENIX, ARIZONA -- I filed a formal complaint against Southwest Airlines, (hereinafter SWA), based upon the following facts: I booked a round trip with SWA, departing Phoenix, AZ, on Oct. 8, 2018, bound for LaGuardia Airport, NYC (hereinafter LGA), returning to Phoenix on Oct. 10, 2018. I never reached my destination of LGA, due to egregious failures and/or errors on the part of SWA personnel, who sent me back to Phoenix from St Louis on the morning of Oct. 9, 2018, after SWA personnel had stranded me in St Louis at midnight, thus making it impossible for me to attend my mother's funeral, which commenced at 10:30 a.m. on Oct. 9. SWA personnel sent me to three different cities, Dallas, TX; Little Rock, AR; and finally St Louis, MO, where I was stranded overnight.

To add to this damage, SWA lost all my luggage, which included a suitcase filled entirely with my medications and supplements, thus leaving me without them. The flight itinerary predicted that I would be without these remedies for 7 hours, but I was without them for 52 hours, due to SWA nonfeasance. Moreover, one of my suitcases was returned damaged. By losing my luggage, SWA wrongfully denied necessary remedies to a disabled person, thus causing me to suffer unnecessarily for two days. These physical sufferings included dizziness, which caused me to fall and seriously injure my left shoulder.

As a direct result of the above mentioned traumatic stress, I suffered a mild heart attack on early morning of Oct. 9. It was extremely important to me to go to the family gravesite with my family and bury my mother. Being denied this caused me serious emotional distress, not to mention the physical suffering caused by SWA losing my luggage.

SWA wrongfully put me on a flight to Lambert International in St. Louis, when they knew that the flight could not continue on to LGA as promised. As SWA Lambert personnel pointed out, it is common knowledge among airline personnel that LGA and Lambert both have curfews. These facts were withheld from me, as well as from the three other passengers who were stranded with me in St Louis, also unable to get to LGA that night. SWA negligently prevented me from pursuing other travel options in Dallas on Oct. 8, while I still had time to get to mother's funeral, and stranded me in a strange city.

I checked into the hotel provided by SWA alone at 2:00 a.m. on Oct. 9, where I did not sleep a wink, and without any of my clothes, toiletries, medications, nor any of the special foods which I require due to my poor health, where I suffered physical injury, heart attack and nervous breakdown.

In summation, I hired SWA to transport me to LGA, and SWA breached that contract, and negligently caused me to suffer physical and emotional trauma. I am paying mounting medical bills, as not all of my treatments are paid for by insurance. SWA negligently prevented me from attending mother's funeral, thereby inflicting severe emotional distress. SWA put me on an airplane in Dallas that it's personnel falsely stated was bound for my destination, but which did not take me to my destination, thus causing me to miss the funeral, and lost my luggage.

Great Business Plan
StarStarStarStarStarBy -
Rating: 5/51

NEW ORLEANS, LOUISIANA -- If I can choose, I will always choose Southwest, the only airline I know of that does not charge a change fee. You can see a good deal, buy it, and if the price is lower later, or you change your mind, you can simply change or cancel the ticket and get a 100% refund, only valid for a year and for the person whose ticket it was. The same is true with tickets purchased with points/air miles. There are no change fees whatsoever for changing the points/air miles ticket or canceling it.

Even better, if you buy a ticket with your Southwest air miles for someone else, and then cancel it, the air miles go straight back to YOUR account. Be aware that the air mile points are worth about .015 cents each, maybe a little more depending on the flight. The price Southwest charges for buying air mile points is higher than that, better to earn them with a credit card or by flying. I wish all the airlines would do away with change fees. I also love that Southwest has no first class, and seating is by first come first serve, with the option to check in early for $12.

Paid for Upgrades DID NOT GET THEM
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

USA -- Paid extra at time of purchase for early bird check in. DID NOT GET IT. Service desk at gate said I didn't purchase it. Told me to call customer service. Customer service said I had it on my ticket but gate still wouldn't honor it. Customer service tried to refund money but couldn't. Said it showed as used on the ticket I had in my hand. Gate still wouldn't honor it. I fly almost 100,000 miles a year with these people. I ALWAYS, ALWAYS buy early bird check in. I can't believe they can't fix something this small. Very disillusioned at how nonchalant they were.

Better Way to Handle This
StarStarStarEmpty StarEmpty StarBy -
Rating: 3/51

FLORIDA -- Normally I like Southwest but a couple of times lately the way things were handled with flights running late was extremely disappointing. My initial flight ran so late, we nearly missed the connecting flight. We were landing with literally 12 minutes for me to get to the gate of my next flight. At the very least, I think the attendants in the cabin should have allowed those of us who were on this next flight, to exit the plane first. They did nothing of the kind – we had to sit and wait for everyone else to deplane, and we're running to our next gate. Not even a chance to go to the bathroom. This could have been handled in a much better way.

Service Animal Flying
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PHOENIX, ARIZONA -- This is the second time I have had a problem in Phoenix, I have a companion animal, flown many times with her with a note from my psychiatrist. In July, they refused the note, claimed it didn't have enough information, had to pay $100.00 for my dog, they gladly gave me a carrier for her. I gave my psychiatrist a copy of what SW wanted from him. Tried flying again today, SW claims my doctor did not put the dates he treated me on the letter, again had to pay for my dog to fly, $100 plus 53.00 for a carrier, which I had but at home figuring I didn't need it. Had no choice but to fly, or I would of flown another airline.

I was already not happy that they insisted on a diagnosis as to why I need a companion animal, don't think they can legally ask. This will be my last flight on Southwest. I have flown other airlines with my dog with no problem, have flown Southwest from other cities without a problem, just in Phoenix that they refuse my service animal. 2 letters from a psychiatrist should be sufficient.

Southwest Crew Calms Passengers on Delayed Flights
By -

When my wife booked our trip to Disney World, we decided to fly Southwest, since I had a rewards ticket and a gift card. I actually prefer to fly Southwest because I know that if a problem comes up, it's fairly simple to fix. Our flight from PHL to MCO was scheduled to depart shortly after 6 PM on Tuesday, June 28th. We boarded (and were lucky enough to sit in an exit row) and the plane moved towards the runway. While on the runway, there was an announcement that there was a delay and they would update us with more information. We found out that there must have been a change in the wind, so we had to change runways (along with every other plane).

It was about a 75-90 minute delay that we endured on the runway. Eventually we got up in the air. When they came around to take drink orders, my wife, and a few other people, ordered an adult beverage. I had a Southwest coupon for a free drink, but they said that since there was a delay, they wouldn't be charging anyone for drinks. I felt that this was a very nice gesture that the crew did, even though the issue was something that Southwest could not control. On our return flight, we were scheduled to leave from MCO to PHL on Monday, July 4th at 3 PM.

We got to the Southwest kiosk to check our bags just before 1 PM. The lady there said that our flight has been delayed by 3 hours (for a reason that she was unaware of). She notified us that each of us will be receiving a $100 Southwest Airlines voucher for our troubles. We were told that there was an earlier flight that she could put us on standby for, which would get us in 90 minutes sooner, but went through Providence, R.I., then changed planes. I decided to stick to the original flight. We went through security and relaxed for a while before our flight was ready to board.

I noticed that they announced several times that if someone didn't receive their $100 voucher, please do so. They also did it one more time once we got in the plane, just to make sure that everyone was aware of it and received them. They also notified us that the reason there was a delay was because of a mechanical issue on a plane, so we would be using a different plane that we were waiting to arrive from Houston. We did eventually board and backed away from the gate. We stopped. The weather was creating an issue for people traveling into the DC/PHL/NY area. About 45-60 minutes later, we eventually were given the clearance to head out.

While we were waiting, the crew played music and did what they could to make the situation a little bit better. Again, while in the air, they did not charge for drinks due to the delays. The delay, while an annoyance, gave everyone on the plane a great view of several different firework shows as we were approaching Philadelphia. The overall experience was pleasant on both plane rides. I don't know when my next trip will be, but most likely it will be with Southwest Airlines. I also plan, at some point, to write a review on a few of the places we went to on our trip.

Never a Change Fee
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HOUSTON, TEXAS -- I was needing to change my flight to an early flight. I went online and they advertised no change fee. I of course was thinking that is awesome, right? Wrong. I called to change it a day earlier to make it to a funeral on time. The lady, which I didn't write a name down, said that it would be $200.00.

I asked about that change fee and she said they couldn't do it. I am a veteran, so I asked about some sort of discount or to help me out in any little way. She again said no, only if I was current (which I understand and don't at the same time). Or if I was 65 or older. That's kind of messed up in my opinion. Whatever. I asked one more time, "Please is there anything else you can do?" And she said no.

I wasn't put on hold for her to find out or anything. I was trying to change it to a Tuesday, which is typically the cheapest day to fly anyway. I have American Airlines in the past help me out once. It wasn't for the same situation, even though I think this situation was worse.

You spend more for Southwest to get the same or worst service. I personally haven't had a bad experience with American, but this is the second time, (the first being coming) I've had with SW. Coming up I didn't even get snacks or a drink on one of my flights. It was only an hour flight but, by the time they got to us, the back 3 rows were told we couldn't get any because they had to get the trash from everyone else. The last row to get a drink were told to chug them so they could take the cup right back. Very unpleasant experience and I'll stick with American. I only fly roughly 5 times an year, but that's still over $2,000 a year.

Luggage Left in Rain for 7 Hours
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LAS VEGAS, NEVADA -- My daughter and I were traveling with my 2 grandchildren from Las Vegas to Chicago. Our flight was scheduled to leave at 12:50pm on Saturday, April 9, 2016. We checked in at the airport at approx. 10:30am and we're told there was a delay. From that point on the delays were approx. every hour until we finally took off at approx. 6:30pm. We were told that the delays were because of weather (excessive rain and flood warnings) and that we had to wait for our plane to be able to arrive from Arizona and that depended on the weather. We certainly understood being delayed because of the weather. However that is not my complaint.

My issue is the absolute disrespect that Southwest Airlines displayed for not only my personal property but for the personal property of everyone on our flight as well as others. When we got to our gate at approx. noon the uncovered carts with our luggage were already outside on the tarmac waiting to be loaded on our plane that was delayed and still sitting in Arizona because of rain and weather conditions. Please understand that it was just starting to lightly rain around that time.

Myself as well as others began to ask the Southwest desk employees about getting our luggage covered. We were told there was nothing they could do about it. As it began to rain harder and harder all we could do is watch our luggage and personal belongings get pounded by rain. People were complaining everywhere. At approx. 3:30pm, I called Southwest customer service to try to get help and was also told there was nothing they could do. They suggested I ask for a Supervisor.

I did and not only did it take nearly an hour for her to show up but people were lining up to get to her until finally she was trying to explain to us there was nothing she could do because they did not have tarps or room to move them inside or maybe the workers couldn't go outside because of possible lightning. Seriously? There was no lightning and with the exception of times when it was raining hard there were not only lots of workers outside, they passed our luggage carts over and over.

Finally after about 5 hours in the rain they slightly covered the top of the luggage which was still exposed for several more hours of rain. When we arrived in Chicago our luggage and belongings were absolutely soaked including 3 hard shell suitcases, 3 duffle bags and a car seat. It took my daughter nearly an hour to dry the car seat with a blow dryer before we could cover it with plastic for my 3-year-old grandson to make our 2-hour drive home to MI.

Everything in our luggage had to be washed, I had paperwork that was destroyed, a leather purse water stained and I'm still not sure if we have discovered all the damage. All of this could and should have been prevented. SW knew we were delayed because of impending heavy rain and flood warnings yet they deliberately placed our luggage and personal belongings outside uncovered and left them there for 7 hours. The lack of respect that SW displayed for their customers is appalling.

Beware - You Get What You Pay For.
By -

First of all, the flight was delayed because of some type of mechanical failure on the plane, when we get the word that it's safe to fly because the defective part is not that serious (which is what the pilot tells us in his welcome aboard speech right before he takes off) we fly to Orlando for a transfer to Ft Lauderdale. Once in Ft Lauderdale we realize all the bags on the conveyor has been claimed so we go to baggage claim. They tell us our luggage did not make the transfer, but they know that we are in Florida because we are leaving for a cruise set to sail at 5 pm. They promise they will have the bags to us by 3 pm as soon as the next flight from Orlando comes in.

We are like "are you sure?" They say "We promise - the ship dock is right down the road from us less than 5 minutes, the bags will be there." We could see Carnivals red white and blue whale fin so we think they might be telling the truth. Well around three we start calling, first call Southwest says the plane just got here and the crew on board tells us your bags are on board they will be right there, second call 3:30 Southwest says the bags have left they should be on board.

Now it's 8 of us my wife and I, her sister & husband, my in-laws, & my sister-in-laws, so between the 8 of us we called them probably 2 or 3 more times and they continue telling us our bags are on the ship until the last call which we had to call from the ship's phone at customer service because we no longer had cell phone service this time. They say the bags are in Ft Lauderdale. They thought they had sent them to the ship. They tell us they will refund what money we spend on clothes, toothbrushes, & etc. OK we can get toothbrushes and things like that but we are going to be at sea for the first 3 days we want our clothes.

We already bought clothes for this trip, so after talking to every supervisor at the company they fly our bags to our first port of call Puerto Rico. We finally get our bags after three days, all of our jewelry, watches, evening gowns, dress shoes, cologne, used deodorant, camera, bathing suits, sneakers, even used underwear gone. Probably stolen in Puerto Rico or could even in the states but that doesn't matter - still mad, and they say they are not responsible. My advice - carry on anything you don't want lost or stolen.

I was trying to be easy to get along with, trying not to extend the naked body scans and searches they perform by checking everything. Sorry for typing so much but just needed to vent, cause Southwest doesn't care, some we talk to act like they find it to be funny. At least we made it back safely, I am thankful for that.

Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

OMAHA, NEBRASKA -- My 15 year old son was flying alone for the first time. When we checked in I explained what we were told when we bought the ticket. We were told if he needed assistance he could ask for it. The employees responded with coldness and rudeness. Told me my son was on his own. They didn't care at all. Nothing reassuring was said at all to follow up on the conversation. Clearly neither one of these employees has children. Great job Southwest on hiring those cold souls.

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Southwest Airlines Rating:
Star Star Empty star Empty star Empty star
1.9 out of 5, based on 38 ratings and
161 reviews & complaints.
Contact Information:
Southwest Airlines
2702 Love Field Dr.
Dallas, TX 75235
800-435-9792 (ph)
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