I am writing you concerning FIVE subesquent negative experiences with Southwest Airlines (SWA), consecutively. First, I flew Southwest in December. I arrived two hours early and there were no SWA employees in the RNO airport. The Gate Check associate informed me that I could carry on my bag and check two others. Inside, a submanic supervisor informed me, with excessive agression, that I could either pay a $70 fee to gate check my bag or skip my flight. SWA apologized, but upheld the decision. To my now;edge, there was no further action. On my next flight, I paid upgrade fees for "early bird" check-in. I was in line between parties with no upgraded service on both flights. Southwest refunded the fee "as a one-time courtesy". My wife's next flight was "cancelled", despite the flight of the same number leaving the same airport (RDU) at the same time. Southwest offered a $200 credit and found a later flight "automatically". My wife's following flight, her baggage was lost. We have still not recovered her clothing and she needs her dress clothes for work. I contacted customer service today and they, like the gate agents encountered at each point, claim that we can only interact with a corporate affairs department during business hours, and absolutely no one else has been able to help us. With the frank abuse we have experienced from SWA as late, I am not surprised that they are killing passengers with their negligence, and I question whether that negligence isn't something more dire than simple negligence. For passengers, Delta and Alaska offer superior services. For SWA, this corporation seems to have reached a critical market force to stop care, is unsafe, and should be thoroughly investigated.
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