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Since When Did SWA Start Sucking So Badly

WheresFrida
New Arrival

So.  No.  This isn't a joke but a serious question.  When did this airline turn into a hot steaming pile of junk-  a shadow of its former self? Im old enough to remember when you could literally pick up the phone, dial the 800 number, and you would get a human being to answer the phone. That was what I absolutely loved about the airline -  the personal touch.  The fact that it was a Texas thing that felt like Texas, whether you picked up the phone to call to make a change, check on a flight...whatever.  When did this all change?  Was it gradual or was it all of a sudden? As I'm sitting here on a *no kidding* SIXTY THREE MINUTE ESTIMATED HOLD TIME (no option to leave a number for call back, too, so, thanks for that), I've placed my entire life on hold so as to communicate with a human being at what was once a place I could call and speak to someone if not immediately, but soon thereafter.  Ive put my life on hold long enough to research SWA's board of director's salaries (over $20million for the top positions), Googling "Why does SWA suck so bad" (and read a bunch of similar complaints, btw), found this board, logged on, created an account, everything.   All while waiting to talk to a human being and the song "Someone that I used to know" mentally replacing the annoying as heck Muzak soundtrack that narrates my hold time.    HOLY CRAP YOU GUYS JUST DISCONNECTED ME. NO FREAKING LIE.  IVE BEEN WAITING 35 minutes AND YOU JUST HUNG UP ON ME.

 

 

8 REPLIES 8

Re: Since When Did SWA Start Sucking So Badly

jksobonya
Rising Star

Most people have learned not to call and instead contact Southwest via social media. Much faster response - welcome to the Internet age!

 

--Jessica

Re: Since When Did SWA Start Sucking So Badly

TheMiddleSeat
Top Contributor

Love when people look for "why does xxx suck" and are surprised to see lots of results.  People online love to complain about everything and you rarely see love notes.  Satisfied customers (the majority) tend to be very quiet.

You didn't indicate what you are trying to accomplish, but often things can be done online without calling.  Sure, it's not the "personal touch", but most people would take the trade off of being quick.  Not hiring as many people also keeps prices lower and helps the company stay in business.  I'd take that trade off.

 

--TheMiddleSeat

 

 

 

Re: Since When Did SWA Start Sucking So Badly

bwallet
Active Member

Delta hold times are topping 8 hours now. I just read an article about that. Perhaps the better question is "Why do all airlines suck?" If you start reading hotel discussion groups, airline won't sound so bad. At least airlines aren't franchised. 

Re: Since When Did SWA Start Sucking So Badly

chgoflyer
Top Contributor

Customer service costs companies money, so the less people they employ the better. Southwest joined the race to the bottom many years ago, but on the positive side they lag behind some competitors.

 

-- Utilize the website or app whenever possible.

-- Reach out to Customer Relations via Twitter or Facebook direct message if necessary.

-- Call only as a last resort.

 

 

Re: Since When Did SWA Start Sucking So Badly

dfwskier
Top Contributor

@chgoflyer wrote:

Customer service costs companies money, so the less people they employ the better. Southwest joined the race to the bottom many years ago, but on the positive side they lag behind some competitors.

 

-- Utilize the website or app whenever possible.

-- Reach out to Customer Relations via Twitter or Facebook direct message if necessary.

-- Call only as a last resort.

 

 


+1

Re: Since When Did SWA Start Sucking So Badly

CupCrusher40
Active Member

SWA really does not suck. Price average.  Night and day flights are offered. 

The planes are safe as boeing is on par with Airbus. As long as you have your confirmation numbers all changes free expect fare difference. 

Re: Since When Did SWA Start Sucking So Badly

NicoleAshley
Employee
Employee

I am sincerely sorry for the frustration, @WheresFrida. In order to avoid layoffs during the pandemic, Southwest offered early retirement and voluntary separation programs that have unfortunately resulted in inadequate staffing now that travel demand has picked back up. We are working to get these openings filled, and sincerely apologize that we're falling short of your and our expectations for Customer Service. 

 

Nicole
Community Manager

Re: Since When Did SWA Start Sucking So Badly

SWFlyer007
Rising Star

@WheresFrida While you were on hold did you google what makes SWA one of the top airlines?  I just did and don't even want to try and count the enormous number of threads.  My point isn't just to support SWA, but to explain if you googled why do, (any airlines) suck, you will get the same issue you have with SWA, and if you google why are they so good, you get many reasons why.   I can't answer the reasoning for long holds on calls, only that I've been on that waitlist as well.  I don't have that answer, and since I don't fly any other airlines, can't say what hold time on them is.  But I do know across the board, complaints on all airlines have gone up for over a year now.  I hope your next post in the group is about a much happier experience.