@Angrycustomer88 wow!!! What an experience. I understand the agent taking the stance that you had to wait in the terminal, but the aggressive behavior sounds extreme. If the agent physically touched your “person” you should have let her call Security and the Police. This behavior does not sound like SWA though. Glad to hear that you got your item back, but if I was you I would reach out to Customer Relations through a DM via Twitter.
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08-17-2018
10:27 AM
08-17-2018
10:27 AM
@Sbarron628 thanks for sharing this great story. Congratulations to Laura and her new husband. 😀
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08-17-2018
12:47 AM
08-17-2018
12:47 AM
@SHAWMIX7 I agree with what both @CareforNOLA and @bec102896 both said, but @CareforNOLA is totally right. Showing the personal and human side of any situation generally goes farther in my opinion. Telling your story and what you went through paints a more colorful picture than just a complaint like the thousands they receive every day. Good luck!
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@Kelly1carlson I agree that leaving a child in that type of situation is neglectful and wrong. I don’t understand how some parents can ignore the obvious, but maybe there was a reason? As a fellow passenger, I would have felt disrespected and frustrated too (sounds like the worst flight ever), but who is to blame here? I do not agree that the crew should have gotten involved. The crew has enough on their plate, and now they are to give out parenting advice? I can just see someone filming the interaction with the parents on their phone. Next thing you know it’s all over the social media and local news that SWA does not LUV children. Do we know the reason why the parents didn’t change the diaper? Was there turbulence? Were they told to stay seated with their seatbelts on for their safety? Did they run out of diapers and not sure what to do next? I bet the experience was horrible for them too. It is unfortunate that you had to experience this situation in a confined space with recycled air, but I’m my opinion, it’s not SWA’s fault. If I would have been you, I would have walked off that flight dancing with joy since you were not living that nightmare. I hope you had a great time with your grandchildren, and get to see them again soon.
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08-14-2018
05:59 AM
08-14-2018
05:59 AM
@billSAT the good news is that you have options. If you would like to express your concern with Southwest you can contact them via Twitter in a DM or you can call customer relations at 855-234-4654 Good luck, and remember to take a deep breath. It will all work out in the end.
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08-14-2018
03:09 AM
08-14-2018
03:09 AM
@Milloray so glad to hear that your iPad was located. Fantastic news! I hope you shared your comments with SW regarding their current process. It never hurts to give constructive feedback on process changes. As for the link, I will pass on that information too. I just tried the link, and it worked for me. Congratulations on your happy ending!
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@Milloray have you tried contacting SWA through the Lost & Found link below? https://www.southwest.com/html/customer-service/airport-experience/index-pol.html I completely understand your frustration, and myself have been there too. The reality is sometimes lost items turn up, and sometimes they don’t. In most cases, SW has no way to track down the lost items. Good luck, and I hope your iPad shows up. There are still good people out there.
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08-13-2018
12:34 AM
08-13-2018
12:34 AM
@cindt1226 I think what you are asking is if your mother can board in Dallas instead of Houston with you? If that’s the case, you need to contact SWA and have the reservation changed. She can’t just show up and expect to board on the next flight to Denver while in Dallas. Click on the link below for more information. Good luck! https://www.southwest.com/html/customer-service/how-tos/book-and-manage-air-pol.html
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@1TSANFORD, yes someone with a disability can preboard, and should know about the process. Click on the link below for detailed information. https://www.southwest.com/html/customer-service/unique-travel-needs/customers-with-disabilities-pol.html Happy Traveling
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@KelbyTansey the program sounds like an amazing opportunity for Leaders who are looking to invest in an exciting career leading SWA. I went through a similar program many years ago at my Company, and I am still benefiting from the learnings I gained, and the relationships that were formed. Best of luck to you and the rest of the SWA recruiting team who have the privilege of shaping the future of the airline.
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08-09-2018
09:45 AM
08-09-2018
09:45 AM
@StillflyingSW are the delays/cancellations weather or equipment related? As an active traveler like yourself, yes it’s frustrating but in most scenarios...understood.
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@noelsk In addition to what @dfwskier said, you can also click on the link below to TSA’s actual website. https://www.tsa.gov/travel/frequently-asked-questions
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@Beachflier1 thanks for coming back and checking in. I knew you would handle it like a pro! Great job, and don’t wait toooo long before you book your next SWA flight.
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08-05-2018
01:52 AM
08-05-2018
01:52 AM
@tcworld1 I’m sure that every situation can be looked at differently, especially your question. My advice to you is to click on the link below to see the policies. https://www.southwest.com/html/customer-service/unique-travel-needs/customers-with-disabilities-pol.html?clk=GFOOTER-CUSTOMER-ASSISTANCE Have a great trip!
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@imaznkid If I was you, I would refer to the link below to SWA baggage questions. https://www.southwest.com/html/customer-service/baggage/index-pol.html Good luck abd and I hope your Dyson makes it safe and sound.
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@Samariya what you experienced is the reason why I would entrust my children with SWA. They hire human beings who know how to do the right thing. Thank you for sharing. And as @bec102896 said, make sure you DM SWA via Twitter so they are aware of the amazing service that was provided to you. Anyone who is a parent can relate to your situation and it feels good to know it was handled correctly.
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@Mac1963 great news! Thank you for coming back to this forum to recognize SWA for handling your concern. The outcome is one I was wondering about and hoped for. My experience with SWA is they do care about their passengers, and strive to do the right thing. Hope you have a great Vacation!
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@ahall18 my suggestion is to visit the TSA site. When one has lost their issued identification, TSA claims there are other ways to look up your identity. Possibly this might help you as well? Good luck! https://www.tsa.gov/travel/security-screening/identification
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08-01-2018
04:43 AM
08-01-2018
04:43 AM
@Mariomama just like you mentioned, after arriving on a late flight, all you want to do is get the car loaded at the airport and get home. Not to mention the children were the ones who loaded the car and wouldn’t necessarily notice the damage. Like what @DancingDavidE said, it’s your right to report the damage, and you deserve the opportunity to express your concerns. Good luck, and I hope SWA can turn around this situation and make it better.
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@advlce I agree that the situation you were going through was frustrating, and I’ve experienced it as well. However, you are leaving out the details on what lead to the cancellations. Weather or mechanical? I don’t think the commitment is misleading because it actually makes sense if you look it from a business perspective. If the airline had to put out the cost of hotel rooms for all of their stranded passengers because of any unforeseen circumstance, they might as well park all of their jets and open hotel chains. My advice to you is to alwaybe courteous and not demanding when frustrated at the gate. In my experience, being concerned, but understanding about my situation actually goes pretty far.
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07-30-2018
11:39 AM
07-30-2018
11:39 AM
@Zonaari18 trust me... I have traveled with my children, so I can totally relate to the pressures of family traveling. The flight attendant had the right intentions but delivery definitely fell short with the delivery. What catches my attention about your concern is that you are sad in addition to being embarrassed and angry. A few tips my wife and I do when family traveling: *Remain calm and breathe. *Grab a alcoholic beverage if necessary. *Anticipate snack time and either keep a bag under the seat in front of you, or grab snacks before finding your seats. *Have a backpack for the kids to carry that has their toys, iPad, snacks, etc. *Pre-plan bathroom visits in the terminal and not on the plane. *Bad attitudes are going to happen, how I am going to react? *Remember that one day we will miss the stress of traveling with little ones because they will grow up. Not sure if you spoke to anyone with SWA about your experience, but I would reach out to Customer Relations via Twitter. Like I said earlier, a customer who feels sad deserves to have their concern addressed.
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@Carteru lots of info regarding Young Travelers can be found by clicking on the link below: https://www.southwest.com/html/customer-service/family/young-travelers.html Good luck!
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07-28-2018
12:25 PM
07-28-2018
12:25 PM
@Smhemstreet I agree with everything @rtbarron@CareforNOLA said, but remember that employees for SWA are human and sometimes make the wrong decision based off of mis-communication, lack of details, etc. With that being said, I would contact Customer Relations and voice your concern. What do you have to lose? Good luck!
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Just a quick question... how do you know that the passenger wasn’t helping out a travel companion by carrying their bags? My experience with SWA is that they do follow and enforce their policies (quick turn arounds). I wasn’t onboard your flight, and I did not witness this, but when I see something that frustrates me, I try to always remind myself that there could be more to the story besides my perception. Perception isn’t always reality.
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@Jbdmh45 so glad to hear that you and your family made it home safely. The experience is definitely one you and your family will never forget. As you said, you are in customer service, so you have high expectations and expect to be acknowledged. Don’t give up on contacting SWA. I am confident that once you get in contact with them, you will feel better about the nightmare you lived through. Best wishes, and glad you made it home.
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@Stephzz23 you only need to check your bag in San Diego and pick it up at baggage claim in Cleveland. Have a a great trip!
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07-23-2018
02:08 PM
07-23-2018
02:08 PM
@Jbdmh45 you literally went through one of my worst nightmares. Feeling stranded and not knowing really is a worse case scenario. I am truly sorry about your experience and the downward spiral that took place from there. My suggestion to you since you did not have a great experience with calling SWA is to send them a DM via Twitter. I don’t know if there’s anything SWA can do for you since all the delays were weather related, but at least your voice will be heard. The Southwest Airlines community site is for passengers speaking to other passengers. Good luck!
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07-23-2018
01:03 AM
07-23-2018
01:03 AM
@misstiff2390 I don’t think it will hurt telling the crew about your fear. This way they can keep an eye out for you. Keep in mind that this comes up on a regular basis. The crew is highly trained and capable to handle most situations. They probably spend more time in the air than on the ground. My best advice is to keep yourself busy during the flight. Find someone to talk to, book to read, work on a work project. Good luck on your flight, and remember that you are safer in the air than you are on the freeway.
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The worst airline because of gate changes? Sounds like there is more to this story. Did something else happen? Gate changes are part of the norm due to flight delays, problems with weather, etc. which Southwest cannot control. I can hear that you are frustrated, but where did the airline fall short?
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