Complete nightmare is an understatement. SW has the worst tracking system (it is actually nonexistent) and the worst baggage claim agents known to man. I work in customer service and if anyone one my staff handled incidents the way that these people have...they’d terminated immediately. They’re not helpful across the board, from the 1-800 baggage reps to the actual agents at the airport both are deplorable as it pertains to service. They’re only interested in over talking you and telling you it’s your fault as it was told to me. No one wants to take responsibility for losing my bag, but I’m the culprit...I cancelled my own I guess?!?!?! Unbelievable! Yesterday (8/21) my 10 am flight was cancelled from Midway to BWI and just about every other subsequent flight after that was cancelled leaving me to camp out in the airport all day and take a late evening flight. I asked if there were other alternatives and there were earlier flights heading to DCA, so I asked if that was an option and they said yes. So, I was booked and an “email” was sent to the folks who only handle retagging bags as I was told. The flight tO DC left at 1220, i rebooked before 830, so no one could pull and retag my ONE bag in 4 hours, seriously? Long story short, I get to Dca, no bag, filed the claim report and now I sit and wait as NO ONE on the SW customer service staff can help...again no tracking. They only scan when bags arrive apparently. I just got off of the phone with the DCA agents and the BWI agents saying my bag is being sent to DCA on a flight, really? Dca and Bwi are very close in travel proximity. However, DCA asks me if I’m requesting it be sent to them???? No idiot...that’s the arrangement you guys (SW) set up not me. I actually went to be Bwi last night as I had to get my car and waited for a couple of hours to see if my bags made it on any of the flights able to leave midway without cancellation. No bag, so I went home and decided to check the baggage claim site for updates. THis morning i check and my status said “Matched.” I have called DCA, BWI and SW directly and all were rude and not helpful. Look, sh— happens, I understand that. So, it’s not that the bag is delayed/lost it’s the lack of customer care that’s making this situation horrible. I use to give SW major props for good CS and pleasant travel experiences, but this coupled with a couple other minor incidents recently has completely changed my POV. I use SW for business and leisure...not anymore. Customers are clearly not the priority.
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08-21-2018
02:05 PM
I'm sorry, but 'every airline loses baggage' is a terrible answer. The baggage handlers are taking care of thousands of dollars worth of each individuals personal items - even if they aren't bringing jewels and riches. I came to Boulder for swimming and cycling. In my bag, in addition to my clothes, vitamins, and all the things you CAN'T bring in carry-on, were my bike helmet, pedals, swim and cycling gear. Each day that I don't get my bag, my expensive trip is ruined. This isn't a 'mistake' - it's carelessness that is somehow acceptable to the airline. Now you see why people try to cram everything into the overhead bins! They know that the baggage handlers really dont care if they lose your luggage, and the airline doesn't either. We are an acceptable loss. What a horrible way to run a business. And, BTW - they are NOT looking for your luggage. Luggage left laying around an airport would be seized by the authorities because it's considered dangerous, so it's not hard to find a bag if you are actually looking. I am so sorry that I put my faith in Southwest. Never again.
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