10-15-2018
01:49 PM
10-15-2018
01:49 PM
On Wednesday October 10, 2018 I boarded an 8:35 am flight out of San Diego international airport flying with my Emotional Support animal (ESA). I have a legal letter from my counselor stating the need for my ESA which has been accepted by Southwest Airlines personnel previously, as I have flown with my ESA multiple times. Just like I flew into Houston, TX, happily with my ESA on the date previously mentioned. Unfortunately, when I went to check into my next departing flight, which was scheduled for Sunday October 14, 2018 at 8: 25am, back to California I was told my letter no longer met the Southwest Airlines policy for flying with an ESA and would not be permitted to board my flight home. To say I was upset would not suffice the emotion I felt being turned away from boarding my flight. I left the ticket counter and proceeded to notify my husband in San Diego that I would not be arriving home that day. He immediately made a call into Customer Service at 0715, followed by multiple calls from myself at 0722, 0248, and 1234, with the same responses and results. They did not have authority over the airport and my letter was missing an aspect in order for me to fly out of Hobby. Southwest has forced me to be stuck here in Houston, stranded, with my ESA. Now, I am having to miss work and left with no other option but to fork out additional money in order to try and get another flight back home. Not only has this situation been stressful but I have received no sort of help or remorse from any Customer Service person when trying to get my return flight. I understand policies change, and the airport here may be different than the San Diego airport but there should be policies in place that are beneficial to the customer should these scenarios occur.
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