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Re: Customerj relations email address.

dfwskier
Top Contributor

@Rippoffed wrote:

you
I've been trying to get through on your 1 800 number multiple times since I apparently "made a reservation" in error after being confused by the Southwest website. I did not book and finalize this reservation. The website tricked me into giving payment information although I was not ready to make final plans or payment

 

Ssorry to hear that you were confused. How could the website “trick” you? To buy a ticket you have to click on the yellow “purchase “ button. It couldn’t be clearer. When you clicked that button you did book and finalize the reservation.

 


. I used my mother's credit card to hold a flight, but not be charged until I finalized it and paid with my own card.

 

There is no way to “hold a flight. It’s pretty binary, you buy or you don’t. those are the only two options

 

 

I have tried many times, both email and 1.800.434.9792 several times as well as customer relations at 855.234.4654. I have waited over an hour each time to get a call back, and then listened to your music while on hold for another 15 minutes. As a matter of fact, right now, while I am typing this email to you, I have been on hold again with customer relations and listening to the music now for 17 minutes so far. Please fix this error and refund any and all charges. ATTACHED to the bottom of this email is my original correspondence with you via email. I contacted you several times within the 24 cancellation period!!! ... When I was actually able to get a live person on the line she was very polite, and she explained to me that they were indeed having issues with the lines. She basically told me there was nothing she could do to help me and that I would have to speak to Customer relations.. that is where I am right now. After MUCH of my time wasted on hold once again I finally spoke with Gary Ramsey. Mr Ramsey was completely unable to help me and would only repeat the same "there's nothing I can do it's outside the 24 hour cancelation time.

 

if you can document your attempts to cancel within the24 hour period, then you should try customer relation again with that information.

 

heres how to contact customer relations. There is a way to do so via email.

 

good luck


 

Re: Customerj relations email address.

bec102896
Top Contributor

@dfwskier wrote:

There is no way to “hold a flight. It’s pretty binary, you buy or you don’t. those are the only two options

 



You can actually hold a seat on a flight but you have to call to do that and it won't hold the fare just the seat. At least they allowed it a year a go because i did it once not sure if its still a thing now days though.  

Re: Customerj relations email address.

dfwskier
Top Contributor

Don' t know why the link to Customer Relations disappeared from my earlier post. Here it is:

 

https://community.southwest.com/t5/Knowledge-Base/Contact-Customer-Relations/ta-p/108355

 

Within that link is another link that allows one to send an e-mail to Customer Relations.

Re: Customer relations email address.

elijahbrantley
Rising Star

If you’re on Twitter, I highly recommend reaching out to that team!

-A List Preferred, Companion Pass holder, Community Champion.

Re: Customer relations email address.

a_bacon
New Arrival

I had an awful experience myself on May 31st and I'm still trying to rectify it with Southwest. I don't have time to keep explaining the situation over the phone to someone and not getting a result. I asked for an email address for customer relations but I keep getting sent to the contact us section on their website that has no email address. Only phone numbers.

Re: Customer relations email address.

dfwskier
Top Contributor

@a_bacon wrote:

I had an awful experience myself on May 31st and I'm still trying to rectify it with Southwest. I don't have time to keep explaining the situation over the phone to someone and not getting a result. I asked for an email address for customer relations but I keep getting sent to the contact us section on their website that has no email address. Only phone numbers.


Hi sorry to hear you are having trouble.  Here's a link to the contact us page.

 

https://www.southwest.com/contact-us/contact-us.html?clk=GFOOTER-CUSTOMER-CONTACT-US

 

If you go down the left side of the page, you'll see three ways to contact SW

1) Call us with a phone number (The blue hot link gives more phone numbers)

@2) Tweet us. The blue hot link, @Southwestair, lets you start a twitter conversation

3)e_mail us. The blue "send us an e-mail" hot link opens a window that lets you send SW an e-mail

 

Usng the information above should allow you to contact SW via any of the three ways.

 

Hope that helps.

Re: Customer relations email address.

chgoflyer
Top Contributor

Unfortunately, Southwest does not publish a customer service email address. You can contact them electronically using the web form on the website, but you won't be able to respond to any reply you receive.

 

These days, your best option is to reach out via direct message on Twitter. Alternately, you may want to consider sending them a letter via snail mail, however a reply can take over 30 days.

Re: Customer relations email address.

Nicolee
New Arrival

I also had a horrible experience with Southwest. I was told to contact Customer Relations to be reimbursed for the additional travel expenses I incurred due to mechanical issues on the southwest flight that delayed my first flight from Seattle to Las Vegas which caused me to miss my connecting flight to El Paso. I was not given any other option but for southwest to put me in a hotel overnight and wait until the next day or to purchase a new connecting flight on a different airlines to get to my final destination. I was ensured that in the latter option I would be reimbursed. I had to meet my daughter by the next morning and could not wait until the next day. After calling customer relations I was told they would NOT reimburse me because "they don't do that". I was LIED TO! And now I spent an additional $600 all because southwest had a mechanical issue, had poor communication, and did not give me an opportunity to deplane in seattle and find other travel arrangements, and most importantly LIED to me about being reimbursed. I want ALL my money back. The $200 "luv voucher" doesn't even cover the cost of the original trip. The total expenses for the round trip flight from seattle to El Paso - cost me over $900!!!!

Re: Customer relations email address.

dfwskier
Top Contributor

@Nicolee wrote:

I also had a horrible experience with Southwest. I was told to contact Customer Relations to be reimbursed for the additional travel expenses I incurred due to mechanical issues on the southwest flight that delayed my first flight from Seattle to Las Vegas which caused me to miss my connecting flight to El Paso. I was not given any other option but for southwest to put me in a hotel overnight and wait until the next day or to purchase a new connecting flight on a different airlines to get to my final destination. I was ensured that in the latter option I would be reimbursed. I had to meet my daughter by the next morning and could not wait until the next day. After calling customer relations I was told they would NOT reimburse me because "they don't do that". I was LIED TO! And now I spent an additional $600 all because southwest had a mechanical issue, had poor communication, and did not give me an opportunity to deplane in seattle and find other travel arrangements, and most importantly LIED to me about being reimbursed. I want ALL my money back. The $200 "luv voucher" doesn't even cover the cost of the original trip. The total expenses for the round trip flight from seattle to El Paso - cost me over $900!!!!


Morning Nicole. Sorry to hear that you had what seems to have been a pretty dreadful experience.

Since this is a customer to customer forum, we can't resolve your issues here.

 

I'd suggest e-mailing customer relations with details of what went wrong. Also, be specific about what you want the airline to do to make things right. Details about how to e-mail the company are listed on the top left of the contact us web page.

 

 

https://www.southwest.com/contact-us/contact-us.html?clk=GFOOTER-CUSTOMER-CONTACT-US

 

 

Re: Customer relations email address.

585799200
New Arrival

I purchased 2 gift cards on December 12th 1-$250 & 2 -$50.00 for Christmas online 1st didn’t give me the option for mailing it and the 2 nd one did.  The 2 nd card showed up in a couple of days. Still haven’t received the  first one.  I called the next day cuz I wanted the card I was giving it to my mother in-law for Christmas a card.  They put it in the mail and I still didn’t get it before Christmas.  I have made several calls for this card and they say there is nothing they can do.  Well Christmas has come and gone and I still don’t have the gift card.  I have been purchasing gift cards for her for Christmas for several years.  And I don’t think I will be doing this again.