Southwest agent recently didn't accept my checked firearm case because he could get his finger into it. I totally understand and did not argue with him about the gun case(even thought i've flown with it dozens of time). However, it is listed on southwest website that a locked hard sided suitcase is acceptable. I asked to take the tsa lock off of the gun case and put it onto the suitcase and they rejected my request saying that the firearm check policy has changed. They also admitted that the new policy has not yet been changed on the southwest website for all of the customers to see. I was forced to buy a gun case from some southwest employee in nashville under the table for cash only in order to be within policy and get on our flight. The worst customer service of any airline ive flown with. They change the policy and don't put it on their website. ...then refuse to refund me anything at all. ive filed complaint with BBB, Southwest, and looked into civil litigation. I don't know what's going on with Southwest but they are going downhill fast. Maybe its due to COVID? I'm not sure.
All of this to say, when checking southwest website for policies, try to call and confirm first that what is on their website is true. Southwest has responded to me on social media and basically said "sorry".
