11-26-2018
04:14 PM
Quick story in search of an answer. Was flying from Kansas City to Dallas the evening of 11/25/2018. It was a bad weather day in the midwest and not surprisingly the flight was cancelled 6 hours before scheduled takeoff. What happened next was surprising. Within moments of the flight being cancelled, it was removed from the system like it never existed. I call the customer service number to get rebooked and they say, how can you be rebooked when you weren't even on a flight! After a round of discussion it was discovered that yes indeed I had a valid ticket. Then they say, well we can't get you on another flights for 2 days. First off, I don't even think that is legal - airlines have to allow you an opportunity to get back home even if it involves another airline. I had already done some homework and offered, what if I can get to St. Louis and fly out of there. That was rejected at first, but finally agreed to. So I bought train tickets to St. Louis. Then, I find out that SWA indeed added another flight the next morning after all to make up for all of the cancellations. I call to get on it instead of St. Louis and was told "no, we already 'accommodated you' by allowing St. Louis, we cannot offer rebooking out of Kansas City." I was forced to buy new tickets to take a flight the next day that was already paid for!! Someone, please tell me this is not acceptable.
... View more