11-12-2018
02:56 PM
11-12-2018
02:56 PM
On Friday November 9th my flight from OMA to CLE was suppose to connect in Chicago Midway. The flight was delayed from 7:30pm to 8:50pm. At the desk in Omaha and on the plane they told us our connecting flights know to hold our flights. Despite being delayed, we still would've been on time. When we landed in Chicago, we sat on the runway for 35 minutes because they couldn't find a gate. They assured us our connections are holding for us. I ran to my gate. When another gentleman and myself got to the gate they had locked the doors and said we couldn't get on. They didn't hold the flight. They weren't able to get us to Cleveland until Saturday night- an entire day later. I was only planning on being in Cleveland for the weekend to visit a friend so this ruined my travel plans I had been looking forward to. The desk agent was very apathetic to our situation. It took her 10 minutes to get a supervisor. The supervisor Dynna Rogers tried to get a hold of a manager and there was no manager on duty at the airport for Southwest. The supervisor was empathetic to our situation. She got me on a flight back to Omaha the next morning. They gave us $200 vouchers for a later flight. Dynna Rogers, the supervisor, said this is not the way Southwest should handle a situation. If they said they were holding the flight and they didn't they are in the wrong. She said if we email corporate they should compensate us further. I emailed Southwest customer service Friday evening. Monday November 12th I got a response mid morning. Jeremy Bingham, a customer service agent responded to the email. They said they would not cover by Air Bnb that was nonrefundable- even though it was due to their issue my travel plans were disrupted. They said they apologized and sometimes they need to decide not to hold flights even though they say they will. He said they hope the voucher I received in Chicago will be used for another Southwest flight for a pleasant experience. I have been a loyal Southwest Customer for years. I feel that they weren't honest with us. The desk in Chicago and online corporate customer service gives misinformation on how they will handle issues. I would like to be compensated for my time lost of planned vacation and the Air Bnb but I don't think Southwest is going to do that. This experience has damaged my experience with Southwest.
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