Hello @Okida,
Thank you for sharing your story with the Southwest Community. On behalf of Southwest, I'm truly sorry for the way this situation was handled. We should have taken time to explain the boarding process to you if you weren't familiar with it. We do board differently than other airlines, and I'm sorry that instead of offering to help, we left you confused. One of the things we try to focus on is providing Hospitality to our Customers, but I can see that in your situation we missed the mark.
I hope that you'll give us another opportunity to serve you. I am very confident that we can do a better job and provide the kind of experience that you deserve and expect. Sincerely, we thank you for the feedback so that we can make sure we're training our Employees to handle these situations better in the future.
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