@sofipv I'm so happy to hear you got ahold of someone but so sorry it took so long. Depending on the circumstances you were receiving a LUV Voucher as well as the expiration, it might have to go through different processes for approvals. The process to create a LUV voucher from expired/existing travel funds can take weeks (again depending on the situation), whereas the process to resend an existing LUV voucher can take minutes. Regardless, we appreciate your patience and will continue working to improve our current response times. Thanks so much for hanging in there with us.
... View more
06-29-2021
04:10 PM
06-29-2021
04:10 PM
I am so sorry for the issues, @sofipv! Did you get in touch yesterday?
... View more
06-29-2021
03:21 PM
06-29-2021
03:21 PM
Hey @jewellrunner , I'm so sorry for the trouble you've encountered getting in touch with Customer Relations. We're experiencing a high volume of Customers through all channels currently. If you're able to share more about what you need help with, we'd be happy to point you to the best option.
... View more
06-28-2021
09:36 AM
06-28-2021
09:36 AM
@Debbo I am so sorry for the inconvenience. As a Customer-to-Customer support forum, we are not equipped to assist you here, but I encourage you to Contact Customer Relations once your travel is complete to discuss the overall experience.
... View more
06-28-2021
09:27 AM
@Marrero001 I'm sincerely sorry to hear this. As a Customer-to-Customer support forum, we are not equipped to assist you here, but I encourage you to Contact Customer Relations via the email option to receive a response from our Customer Advocacy Team. Thanks!
... View more
06-28-2021
08:53 AM
@jmccoy We're sincerely sorry for the inconvenience. Unfortunately, cancellations can happen at anytime. As a Customer-to-Customer support forum, we are not equipped to assist you here, but I encourage you to Contact Customer Relations with your concerns.
... View more
06-28-2021
08:41 AM
06-28-2021
08:41 AM
We're sincerely sorry for letting you down, @Tugolfer07. As a Customer-to-Customer support forum, we are not equipped to assist you here, but I encourage you to Contact Customer Relations for assistance with resolving your situation. Thank you!
... View more
06-21-2021
08:02 AM
06-21-2021
08:02 AM
@ksaiyo We're so sorry this isn't working for you and your Companion. As a Customer-to-Customer support forum, we aren't equipped to look into your reservations to see what might be going on, but I encourage you to Contact Customer Relations for assistance.
... View more
06-21-2021
07:49 AM
06-21-2021
07:49 AM
We're so sorry your encounter with our Employee has you questioning our commitment to Customer care and professionalism, @darberg. As a Customer-to-Customer support forum, we are not equipped to assist you here, but I encourage you to Contact Customer Relations via private message on Facebook or Twitter, so we can document your concerns and follow-up internally. Please include your travel confirmation number so they can look up your flight as well as the image you captured. Thank you.
... View more
06-18-2021
03:45 PM
@peeryfamily I am so sorry for the inconvenient changes to your family's itinerary. We never prefer these schedule changes, and I understand your frustration. As a Customer-to-Customer support forum, we aren't equipped to assist you here, but I recommend you Contact Customer Relations to share the impact the changes had on your plans.
... View more
@aMomTo6 I'm sorry to know you were also impacted by the technology outage. While Customer Service volumes are still high, I recommend sending an email via the contact options in the link below to share your experience. That way you won't have to wait on hold, and you'll receive a personalized follow-up.
Contact Customer Relations
Thank you,
... View more
06-18-2021
03:26 PM
06-18-2021
03:26 PM
Hi everyone. Please refresh yourselves on our Community User Guidelines. We want all Members to feel comfortable sharing thoughts and ideas here, and 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, your words respectful, and your comments constructive. Thank you.
... View more
06-18-2021
02:08 PM
06-18-2021
02:08 PM
@david0 We're sincerely sorry our handling of the technology outage has you questioning our commitment to outstanding Customer Service. As a Customer-to-Customer forum, we are not equipped to assist you here, but we encourage you to Contact Customer Relations if you have not received any follow-up regarding your specific experience. Thank you.
... View more
06-18-2021
02:01 PM
06-18-2021
02:01 PM
@cabinfly
I’m sorry to know that you’re disappointed with our flight schedule changes regarding nonstop service between SLC and LAX. With many destinations coast to coast and more on the way, our Network Planning Department has a very big job to do. Dozens of factors come into play in determining if a flight may or may not be profitable, such as the number of discounted fares offered on a given flight, airport costs, and many other things that eventually determine if a flight may or may not be a profitable one. For that reason, it’s hard to determine the success or failure of a route or a flight segment simply by looking at the number of Passengers onboard.
Since we don’t have an unlimited number of aircraft and Employees, we have to make the most out of what we have and create a flight schedule that maximizes our resources, ensures cost savings (and low fares!), and offers the best overall product to our Customers. While we don't have an update on the future of your route, our hope is that when we service a route that fits your travel needs, you’ll continue to choose Southwest as your patronage means the world to us.
... View more
@Afrikanqueen we're sincerely sorry for the inconvenience. As a Customer-to-Customer support forum, we are not equipped to assist you here, but I encourage you to Contact Customer Relations for assistance.
... View more
We're so sorry for the inconvenience yesterday, @Disgruntled. We would never prefer to be impacted by a technology outage and regret that we weren't able to mitigate the impact more for you and so many others. It is our sincere hope you'll be able to use the voucher to return for a much more favorable experience.
... View more
06-14-2021
04:59 PM
@Sundance We're sincerely sorry to hear the details of your son's experience and for letting you both down. As a Customer-to-Customer support forum, we are not equipped to assist you here, but we encourage you to Contact Customer Relations for assistance documenting your concerns.
... View more
06-14-2021
04:51 PM
@SouthwestSux we're sincerely sorry that your interaction with our Employee has you questioning our commitment to outstanding Customer Service. As a Customer-to-Customer support forum, we aren't equipped to assist you here, but we encourage you to Contact Customer Relations for assistance with documenting these concerns.
... View more
Hello everyone. We want everyone to feel comfortable sharing their thoughts here, and I'm seeing some remarks that are neither courteous nor constructive. Please remember to communicate respectfully while using the Community discussion forum and to follow our Community User Guidelines.
... View more
06-11-2021
02:07 PM
1 Love
Hello everyone! I'm just dropping a friendly reminder of our Community User Guidelines here. Please keep your tone respectful and follow the Golden Rule when chatting in the Community forum. Thanks!
... View more
Hi everyone. This thread has gotten heated, and I want to encourage everyone to refresh themselves on our Community User Guidelines. We want all Members to feel comfortable sharing thoughts and ideas here, and 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.
... View more
Hi everyone. This thread has gotten heated, and I want to take a moment and encourage everyone to refresh themselves on our Community User Guidelines. We want all Members to feel comfortable sharing thoughts and ideas here, and 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.Thank you.
... View more
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.
... View more
06-09-2021
09:55 AM
1 Love
Hi @mcortez! Southwest follows the requirements of the order issued back in January by the Centers for Disease Control and Prevention (CDC) within the Department of Health and Human Services (HHS). Hoping this helps--I found this on the website:
Does a self-test meet the conditions of the Order?
International air passengers traveling to the United States can use a self-test (sometimes referred to as home test) that meets the following criteria:
The test must be a SARS-CoV-2 viral test (nucleic acid amplification test [NAAT] or antigen test) with Emergency Use Authorization (EUA) from the U.S. Food and Drug Administration (FDA).
The testing procedure must include a telehealth service affiliated with the manufacturer of the test that provides real-time supervision remotely through an audio and video connection. Some FDA-authorized self-tests that include a telehealth service may require a prescription.
The telehealth provider must confirm the person’s identity, observe the specimen collection and testing procedures, confirm the test result, and issue a report that meets the requirements of CDC’s Order (see “What information must be included in the test result?” below).
Airlines and other aircraft operators must be able to review and confirm the person’s identity and the test result details. The passenger must also be able to present the documentation of test results to U.S. officials at the port of entry and local/state health departments, if requested.
... View more
06-07-2021
05:55 PM
@Mrs_Childs I am so sorry to hear the details of your experience and disheartened to know we may have missed an opportunity to provide you with a higher level of Customer Service. As a Customer-to-Customer support forum, we are not equipped to assist you here. Please Contact Customer Relations to have your complaint documented.
Thank you,
... View more
06-07-2021
05:46 PM
06-07-2021
05:46 PM
Hi everyone. I want to take a moment and encourage everyone to refresh themselves on our Community User Guidelines. We ask that you follow the Golden Rule and treat other Community Members the way you would like to be treated. Keep your tone respectful and your comments constructive.
... View more
06-02-2021
07:22 AM
@tredav609 wrote:
I had to log out and log back in and do not see the option for Touch ID. It's extremely frustrating. I have uninstalled and reinstalled the app. I have an iPhone 7Plus and use the latest version of IOS system which is iOS 14.6. Can you please help me with getting this to work.
Hi @tredav609. I am so sorry for the frustration. I just heard back from our Mobile Team that this is a known issue, which has been sent to our Technology Team. While it goes through this process, you'll need to log in manually, and I apologize for the inconvenience.
... View more
06-01-2021
01:17 PM
1 Love
Hi everyone. Just a friendly reminder to always be respectful when posting comments on the Community discussion forum. We want People to feel comfortable sharing their thoughts here, so please keep your tone positive. Thank you!
... View more
05-31-2021
06:18 AM
05-31-2021
06:18 AM
@awong5000 wrote:
Same problem with android users on our flight today. Running android 9 on a samsung S8. Flt 1448 on 5/30/2021 CMH to PHX. Restarted phone didnt help. We could watch live tv but all free movies gave us an error that they were not available and to check the FAQs.
Apologies for the frustration, @awong5000 . Sometimes it can help to try a different browser. Please let us know if you encounter this situation on your next flight.
... View more
05-31-2021
06:15 AM
@Btea We're sincerely sorry for letting you down or if any of our Employees have left you questioning our commitment to exceptional Customer Service. As a Customer-to-Customer support forum, we are not equipped to assist you here, but I encourage you to Contact Customer Relations for assistance if you had a concern over a specific Employee so we can document your concerns and follow-up with the Employee internally.
... View more
Loves Given To