I am glad Southwest thinks they are trying to make this a happy Father's Day weekend. Well I am one who an complete horrified by the incompetence and inability to do anything right at SouthWest in the baggage department.
I have a red bag that was lost for 7 days. I called the main line on the seventh day after it was lost, and they said to file a claim. I then got a call from the Las Vegas office and was told they had my bag and it was sitting down there for a few days and needed to be picked up. This was on Monday. I could not get down there until Wednesday morning. When I got there, I was told the bag was lost still, and I needed to follow a claim. I was given a cold shoulder when I asked for a credit voucher, and the older lady that worked there said they do not give credit vouchers to locals, only people traveling. I had just driven 40 minutes in traffic to be told it was still lost? My bag was lost and out of inconvenience I should have gotten the voucher no matter if I am a local or visiting. She finally gave me the voucher but only to get me out of the office, as she seemed to hate her job and definitely not want to help me out at all. How does the office there not know that they sent a bag to Dallas? There is no excuse for this horrible customer service.
Today I got a call from the Southwest Baggage Claim office saying they have my bag, but I need to pay for shipping from Dallas. Really? Is that so. I cannot believe how ridiculous this whole process has been, wasting hours of my time.
A loyal customer to Southwest, is now finding that you get what you pay for. Cheap airfare I guess equals horrible service. I mean the worse service I have ever experienced in any industry.
We spend thousands of dollars a year flying SouthWest and I hope it was possibly losing a customer was worth this ordeal to lose my bag, find it, say it was lost still, and find it at the central baggage warehouse. If I ran my business like this, I would have no customers. Your customer service on a scale of 1 to 10 is a -5.
I hope this message does not fall on deaf ears and someone sees the need to fix this issue with baggage. Customer service is the only thing your airline has besides cheap prices, and if there is horrible service, then I guess I will have to pay a little more at another airline to get it.
- Horribly Disappointed SouthWest Customer
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