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Horrible experience with customer service on the phone

New Arrival

I called to cancel a flight that I purchased.  The customer service rep Elida (employee number 64) was not helpful, told me there is no manager that I could speak with, and simply lacked the communications skills and empathy that customer service representatives should have and do have most of the time.  She would be better off as a parole officer based off my experience with her.  I highly recommend southwest put her through more training as it pertains to what customers service actually is.

2 REPLIES 2

Re: Horrible experience with customer service on the phone

Rising Star
Solution

Hopefully you were able to accomplish what you wanted when you called.  As most of us here in the discussion forums are also customers you may want to share directly with Southwest.

 

See this page:

https//www.southwestaircommunity.com/t5/Knowledge-Base/Submitting-a-Suggestion-and-or-Complaint/ta-p/87244


Customer | Home airport DCA

Re: Horrible experience with customer service on the phone

Top Contributor

I'm surprised that a simple call to cancel a flight would have caused such a poor experience. Was the rep unable to cancel the flight for you? 

 

Also, be aware that you can easily cancel a flight online. 

 

Hopefully your future experiences with Southwest are better!