Southwest Airlines Community

NicoleAshley · ‎03-17-2020

@my5sons wrote: Well, today is a better day. I called Southwest More Rewards Customer Service at 8am Eastern time (the moment they opened) 800-833-4861. Fortunately for me, the order had not shipped over the weekend and they were able to cancel the order and restore all of my points. I asked them to put a block on my account to make sure this never happens again and was told they have no way to do that. I was encouraged to ask Southwest about that possibility. We're sorry to hear this but glad More Rewards was able to help, @my5sons ! As a peer-to-peer support forum, we aren't equipped to assist you here, but check out the steps below. Thanks! Suspect there is unauthorized activity in your Rapid Rewards account?

NicoleAshley · ‎03-13-2020

We are sorry to hear the details of your experience and understand your concerns, @kweiss1213. As a peer-to-peer support forum, we aren't equipped to assist you here, but we encourage you to follow the steps in the link below to reach out via official Customer Service channels. Thank you. Submitting a Suggestion and/or Complaint

NicoleAshley · ‎03-13-2020

@NOTHAPPY99 wrote: My gripe is a full refund not a refund credit. Where is your feedback to what I am requesting? You pulled part of my statement out context and just commented by calling me paranoid and telling me to stay home. You don't need to post a link for me, I am more informed than you are. Totally not interested in what you have to say. You sound like a person that get caught up in issues that have nothing to do with you. We're sorry for the disappointment, @NOTHAPPY99, and we understand your frustration. As a peer-to-peer support forum, we aren't equipped to assist you here, but we encourage you to follow the steps below to reach out via official Customer Service channels. Thanks! Submitting a Suggestion and/or Complaint

NicoleAshley · ‎03-12-2020

All Customers traveling on a multi-passenger reservation with a Tier Member (A-List or A-List Preferred) booked on the same reservation will receive reserved sequential boarding positions directly behind the Tier Member. Tier Members and non-Tier Customers must be booked on the same reservation. This applies if: a) The reservation is made more than 36 hours prior to departure b) The Tier Member’s Rapid Rewards number has been saved in the reservation at least 36 hours prior to departure. Does this apply to Group Reservations? This does not apply to non-Tier Members traveling with a Tier Member booked on a Group Travel itinerary. Does a Passenger booked on a reservation with a Tier Member benefit from buying EarlyBird Check-In? No, Customers booked on a reservation with a Tier Member will be given boarding positions prior to Customers who purchased EarlyBird Check-In. Can my Companion also board with me if I am a Tier Member? At this time, Companion PNRs are not included in this enhancement. Customers traveling on a Companion PNR will be required to board in their assigned boarding position.

NicoleAshley · ‎03-12-2020

@JMac1 wrote: I just cancelled a points flight and my points did not get credited right away like I remember the last time I did this. Is there a delay these days? Do we not get credit back to RR when we cancel flights? Sorry to hear that--did you ever get your points credited?

NicoleAshley · ‎03-10-2020

@Jsmjeff wrote: My wife and I booked a nonstop flight from dtw to phx back in Dec. Southwest cancelled the nonstop and made it a connecting flight via Den. I went on line and sampled a mult city flight with the exact same schedule and was less expensive than the original connecting flight. I called southwest last and they said I could not get the travel credit and my bags would not transfer. I some explain why. Thank You Jeff We're sorry for the frustration, Jeff. As a peer-to-peer support forum, we are not equipped to assist you here, but we encourage you to reach out to Southwest Airlines via the options in the link below. Thanks! Submitting a Suggestion and/or Complaint

NicoleAshley · ‎03-09-2020

Hi @20118338601. We sincerely regret your disappointment and apologize for letting you down. As a peer-to-peer support forum, we aren't equipped to assist you on the Community, but we encourage you to reach out via the options in the link below. Thanks! Submitting a Suggestion and/or Complaint

NicoleAshley · ‎03-06-2020

Hello Community Members. We sincerely regret that @Aclark was disappointed with our handling of his situation at the airport, and @Aclark, we hope that you will follow-up with our Customer Relations Team if you have not already. This thread has gotten heated, so we encourage everyone to refresh on the Community’s User Guidelines, which state all Members should be respectful and courteous. Just as we want Customers to feel comfortable flying Southwest, we want all Community Members here to feel comfortable sharing thoughts and ideas. We ask that everyone follow the Golden Rule and treat other Community Members the way you would like to be treated. Keep your tone positive and your comments constructive.

NicoleAshley · ‎02-21-2020

Thanks for bringing your question here, @AlBuck. Safety is our top prirority at all times, so we appreciate the opportunity to address your concerns. The measures we have taken are outlined in our statement here.

NicoleAshley · ‎02-20-2020

Also, your odds of securing low boarding positions (meaning seats together) improve with the purchase of EarlyBird. We know that's not always a desirable option, so for good measure, always be sure to check in exactly 24 hours prior to your scheduled departure when you do not purchase EarlyBird. We look forward to welcoming you and your family onboard!

NicoleAshley · ‎02-20-2020

Hey all! While Customers traveling on point-to-point reservations are typically responsible for collecting their luggage in their connection city, our Agents will assist whenever they can. Always let our Customer Service Agents know you have two confirmations when you get to the ticket counter and see what your baggage options are. Thanks!

NicoleAshley · ‎02-20-2020

Sorry to learn of these issues! Error 400418169 typically comes back when we get a login request where the password includes some type of special character in it that is causing parsing problems from our mobile apps. Apostrophes and quotation marks can be particularly tough. We also know mobile has problems with a \ character, but that gives a different error. We have been investigating on the mobile development side why our login requests are not working to the same endpoint as Southwest.com where Customer requests are working as expected. In the meantime, we recommend trying a different password using different special characters (or none at all). Thanks for reaching out!

NicoleAshley · ‎02-17-2020

@bec102896 wrote: I would reach out to Southwest on Twitter or Facebook in a DM and hopefully they can help. Also maybe @TiffanyV can help. -Blake Tiffany moved to a new Team, but I will follow-up via DM after reaching out to our charitable giving Team. Thanks!

NicoleAshley · ‎02-13-2020

@aychyi wrote: @NicoleAshleyHi! Did you mark my posting as solved with a solution? Your response did not address my concerns. If you had marked it solved, please un-mark it because I still have not heard back from Southwest. If I had checked that by accident, please advise how I can uncheck it. My concerns are still outstanding. Hi @aychyi. Apologies for any confusion! Since The Southwest Community is a peer-to-peer discussion forum and not a Customer Service channel for Southwest, you will not receive a resolution here. Also, since you reached out to Customer Relations, and due to the sensitive nature of your concerns, a Customer Advocacy Specialist will be contacting you in writing with a response.

NicoleAshley · ‎02-12-2020

@aychyi wrote: Hello! Thank you for reaching out to communicate. I had already called the Customer Relation number yesterday after filing a complaint over a week ago. I joined this forum after that because I felt Southwest was just ignoring me. The agent at the Customer Relation simply told me it is being reviewed and she does not know when we would hear back and she also said I will only get an email response even though I had requested a phone call to provide full details. The concerns are not just with pre-boarding ... it is more for after we boarded that we needed help, the flight attendant really went out of her way to put us on the spot. The fact the flight attendant chastised me while I frantically tried to help my son was wrong. I feel strongly for Southwest to adddress this and provide re-assurance other families with special needs passengers could have more compassionate handling. I'm sorry to hear that you didn't get the status clarification you needed. You might reach out to @Southwestair on Twitter to explain that you are trying to understand when you can expect your written response. Thanks!

NicoleAshley · ‎02-12-2020

Hi @jnpeppers, I'm sorry to hear you feel I'm a bot! I'm actually a moderator of the Southwest Community, which is a peer-to-peer support forum, meaning a place for Customers to share their stories with each other, and yes their grievances too. As a moderator, I'm here primarily to ensure folks are adhering to our Community Guidelines (for instance, being kind to each other and on-topic). When folks come here with concerns, we ask that they reach out to our Customer Service Teams who have the ability and access to pull up specific reservations and document complaints. Because there are more than one way to reach our Customer Service Teams, we include the link below that shows you where you can reach out. Submitting a Suggestion and/or Complaint

NicoleAshley · ‎02-12-2020

Hi @aychyi! I'm so sorry we let you and your son down when you requested preboarding. Due to the nature of your concern and the method in which you reached out, your service request would have been assigned to a Customer Advocacy Specialist in our Customer Relations Department, which can take a little longer. Feel free to reach out to Customer Relations in order to receive a status check. Twitter might be your quickest bet if you have an account. If not, give them a call at 1-855-234-4654. Thank you!

NicoleAshley · ‎02-07-2020

Thanks again for bringing this to us, @derekcarter27. It appears to be a technical miscommunication between our reservations and pricing systems. If you receive this error again in the future, please send screen shots verifying the fare to Customer Relations (easy and fast process if you reach out on Facebook or Twitter). In the meantime, our Tech Teams are working on the issue.

NicoleAshley · ‎02-07-2020

This is a really great question @slatecolt, and of course, we understand your concern. We conduct nightly cabin cleanings in accordance with established procedures, which include sanitization of the galleys and disinfection of the lavatories. Our aircraft are also refreshed between flights and throughout the day and receive heavier cleanings at regular intervals. The Safety of our Customers and Employees is always our primary concern. Out of an abundance of caution, and in light of the recent concerns of the coronavirus, our Crews follow recommendations from the Centers for Disease Control (CDC) to ensure the Customer, and those traveling with them, receive the assistance or support they may need. Please visit the CDC website to learn more.

NicoleAshley · ‎02-04-2020

Congrats on your marriage! The below Knowledge Base article explains the fastest way we can help out with your name change. Thanks! Help! My name changed since I booked my flight.

NicoleAshley · ‎02-04-2020

@derekcarter27 I sent this over to our Technology Team and will circle back when I learn more. Thank you!

NicoleAshley · ‎02-04-2020

@PKR3WS wrote: Good evening, I dont know if you are who im supposed to reach out to. We flew home from LAX today as we were there for my birthday and went to Disneyland for my big day. While there we bought ornaments and brought them with us on our flight thinking that if we checked them they would be damaged. Unfortunately when we brought them on the plane we put them up in the carry on and one of the flight attendants helped another SWA customer with their bags and slammed their bag in to one of our ornaments. We initially didnt think it would be a big deal as Disney packs them with quite a bit of safety care and tons of tissue paper to ensure they dont break. When we just got home we wanted to double check everything and indeed one of the ornaments is broken What can be done to rectify this issue? We're so sorry to hear this! While The Community is primarily a peer-to-peer support forum, it never hurts to reach out to us via the options in the link below, even outside the four hour time window. Sending @Southwestair a DM on Twitter can often be your quickest bet. Thanks! Submitting a Suggestion and/or Complaint

NicoleAshley · ‎02-04-2020

It never hurts to reach out to us in advance on Twitter! Sometimes we’re able to coordinate a little something with the station or Crew 😊

NicoleAshley · ‎02-04-2020

Hi everyone, To answer @Gunit 's question about Employees paying for parking in Houston: It is true, and this is actually the case for all roles at all airports as negotiated in their union contracts. This is a valid and fair question, and I apologize for not stepping in with an answer sooner. This thread has gotten a little heated, so please take a moment to refresh on the Community’s User Guidelines, which state all Members should be respectful and courteous. We want you, and all Members, to feel comfortable sharing thoughts and ideas. We ask that you follow the Golden Rule and treat other Community Members the way you would like to be treated. Keep your tone positive and your comments constructive.

NicoleAshley · ‎02-03-2020

@derekcarter27 We apologize for the issues you experienced trying to book the lower fare! What device are you using? Next time this happens, please share a screen shot of the code you're seeing here, and we can have our Technology Team look into it. Thank you!

NicoleAshley · ‎02-03-2020

Thanks so much for your feedback, @adamdoti. We can't promise to deliver single sign-on right now as The Community and Southwest.com are separate entities. The personal information associated with your Rapid Rewards account is not required to participate in the Community. As such, there are many privacy and security considerations. Regardless, we understand where you're coming from and think it's a great idea. The Community is primarily a peer-to-peer support forum, so if you'd like a response from Southwest Airlines pertaining to a booking/travel/policy experience you had, please reach out via any of the Contact Us options in the link at the bottom-left of the page. That said, we welcome your feedback related to the Community here! Can you please provide a little more information about the location questions you're asking? I want to make sure I understand. Thank you!

NicoleAshley · ‎02-03-2020

We're saddened to hear you're questioning the Safety of our aircraft, @abrar3555. Please know that Safety is our top priority at all times. As a peer-to-peer support forum, we are not equipped to assist you here, but we encourage you to reach out to us with specific concerns via the options in the Contact Us link at the bottom of the page. Thank you!

NicoleAshley · ‎01-27-2020

Patriotism runs deep at Southwest Airlines, and we are proud of all those who serve. When it comes to our military boarding policy, we invite active duty, uniformed members of the U.S. military to board before the B Group.

NicoleAshley · ‎01-24-2020

I found out that this error happens when the flight is in the process of being opened up in our reservations system as "ready for check-in." The solution is to try again, because it resolves itself in 10-15 seconds. Our Mobile Team has put in the request to update the message with more clarity and inform Customers of what they need to do (which is to try again in a few). Hope that helps!

NicoleAshley · ‎01-24-2020

@DancingDavidE wrote: I wanted to check with @LorrenT @AshleyMainz @NicoleAshley - would it make sense to close this thread with so many replies over multiple pages (and years) - new people with app issues can probably be more easily helped and issues solved with a new thread showing the current issues. Yes, we'll close this one out since it's started to include various miscellaneous topics. Everyone, please start a new thread if you have any additional questions. Thanks!

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