I've been a regular SW user for over a decade. We purchase trips through the SW vacation website 1-2 times a year. We just returned tonight from a long work trip/vacation and none of the 3 large bags we checked arrived with us. We immediately filed a claim and were told we would likely hear back within a couple hours where our luggage was, but it's 5 hours later and we haven't heard a word. SW changed our flight within an hour of our scheduled take-off time, and we had already checked our bags by the time they made the change, but the SW rep who asked us to change flights assured us that our checked bags would still travel with us. SW still has absolutely no way of tracking the bags they are transporting (seems odd since every company from the USPS to the local pizza shop has methods of tracking the location of your products) so we just have to wait and see if they show up anywhere.
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We flew from Las Vegas to Spokane this afternoon. We were originally scheduled to fly from Las Vegas to Denver to Spokane. While waiting at the airport, we heard our names called over the audio system. We followed the request and spoke with the Southwest representative at our gate. She told us the flight from Las Vegas to Denver was delayed, which could cause us to miss the next flight from Denver to Spokane. She then changed our flight from Las Vegas to Phoenix then to Spokane. We verbally confirmed with her on 2 seperate occassions that our 3 checked bags had been moved to the new route she had set up for us, and both times she confirmed that yes, our bags were moved to the new planes. Everything seemed fine until we got home to Spokane and noticed our 3 large suitcases did not arrive. We immediately spoke with the SW baggage rep who stated she would file an "incident report" and we would hear back from SW within the next 5 days. What also caught me by surprise was her response that "this happens with all the airlines so it's not really a big deal". That is unacceptable. We spent almost 2 weeks in Vegas (for both entertainment & work) so we took most of our clothing (recreational & work clothing), medications, entertainment devices and everything else we had with us. We carried on what we could, but that was a very small percentage of the belongings we took with us. Southwest appears to have very little interest in resolving this situation and it is apparently impossible to speak with a supervisor or manager to escalate the situation outside some very specific hours M-F. In fact, the representatives that I spoke with on Southwest's 800 line told me it was basically all in the hands of the local Southwest staff and they really don't deal with individual issues at the upper levels. Sounds like a "sure they use our name, but we're not responsible for them in any way" type answer. I will NEVER use Southwest airlines or vacation packages again!
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