10-04-2018
08:41 PM
Hi Lindsey, i appreciate you reaching out, but if you saw in my post, we did call the customer relations department, who told us to call the baggage claim department at the airport we flew into, who then told us to call customer relations... aka NO ONE was actually willing to admit that an issue had occurred and no one was willing to take responsibility for the disgusting and repulsive damage that was done. I am well aware that this is a peer to peer forum... we want people, everyone in fact, to know what our experience was and that southwest gave us the complete run around and has not rectified the situation in the least. It it is absolutely disturbing, disgusting and a major health risk what happened to us, and the public deserves to know.
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10-03-2018
11:46 PM
The saga continues from our trip from hell with SOUTHWEST AIRLINES... My husband opened his brand new (only been used on one one-way flight) $1000 Rimowa suitcase while on vacation. He placed his swim suit on to swim in the pool with our 1 year old son, on his first trip to Florida ever. When he put his swim suit on, he was shocked to find that it was already wet. Perplexed as to how the suit was already wet, he gave it a sniff to find out it was covered in urine. He pulled out half of his clothes to find that they were all covered in urine as well. He photographed the urine saturated clothes, but I wish the photos were scratch and sniff because the smell was repulsive. We called southwest and have spoken to multiple people to include claim emails; however, we still have not been able to rectify the situation. We were given the complete run around, from customer service, to airport baggage claim personnel, back to customers service where we were told there was no one to solve our issues and to call back tomorrow. By the way, the clothes have been washed twice and still reek of urine... the worst part is, we have no idea who or what the urine is from, which makes it that much more disgusting. Aside from the items that were damaged, was the fact that my husband unknowingly put the swim suit on, when he realized they were wet prior. When he realized what the smell was, we quickly came to the realization that this was someone, or something else’s urine... a completely and utterly disgusting fact. The fear that our one year old could have touched it and gotten violently ill or my husband for that matter, is absolutely terrifying. How frustrating to have your clothes soaked in piss? Even more frustrating to deal with a company that continues to redirect you to someone else that can’t solve the issue. Very unfortunate considering all we did fly was southwest and we are also chase bank southwest credit card holders. Oh, things are about to be COMPLETELY different.
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10-02-2018
03:08 PM
Dear Southwest Airlines, You have always been our favorite airline to fly, which is why when we decided to plan a family trip to visit my mom and 95 year old grandmother, we immediately booked our flights with you. We prayed to the travel gods that our one year old would be on his best behavior, but that was not the case for said one year old. He screamed more than he was silent, he kicked more than he slept, and he hit more than he screamed and kicked. My husband and I were already stressed about the cross country trip, but knew Southwest Airlines was our best bet on getting through the trip alive. As our son screamed, I decided to try standing in the aisle (we were already sitting in the last row to try not to disturb too many people, since they had paid for their trip as well). As I was standing there, one of your “finest” flight attendants stood in front of me, didn’t say a word as my son was screaming in my ear, and waited for me to move out of the way, rolling her eyes as she passed. She then came back to the drink station where she proceeded to say to the other two flight attendants, “they are driving me crazy!!!” slamming Coke and Coke Zero into cups for my fellow passengers. She huffed and puffed and delivered the two drinks and came back glaring at my son. This upstanding flight attendant of yours was named Shandra on flight 6277 flying from Las Vegas to Tampa. As I waited for her return, one of the flight attendants handed my son a handmade rattle - water cup filled with pretzels, in an attempt to occupy him. While he was shaking it, another flight attendant darted out of the way as if he was going to stab her... this happened three times. I quickly asked her if she had children, to which she responded, “yes I do, mine is 32, we are WAAAY past this stage.” This is when I asked for the first flight attendants name three times before flight attendant with 31 one year old son finally answered me... I understand no one wants to hear a screaming baby for four hours, but I guarantee I was at the top of that list; however I was very disappointed by the hospitality, or lack there of that Shandra showed me, my son, and my husband. Shame on you Shandra. You chose this career and if you can’t be hospitable and deliver decent customer service, find a new job. And Southwest Airlines, I am saddened by the fact that people like Shandra represent your company... you are better than that. Sincerely, The mom with the screaming child
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