12-26-2018
09:25 PM
Southwest Customer Service is horrible. Flying out of Dallas on a rainy day, with most flights being delayed or canceled except for mine. I called 3 hours prior to departure and was told my flight was still showing scheduled. I called an hour and a half prior to departure and asked if I could be rescheduled because the weather was bad and all other flights were being delayed or canceled. The rep said there was nothing she could do because the flight still showed scheduled. So I checked my bags and went to the gate. 35 minutes before take off, they finally show the first leg of my flight delayed 2 hours, and now departing at 9pm. Totally missing my connection flight to Florida. I immediately got in the long line to talk to the desk representative and I simultaneously called customer service. After 30 minutes on hold, the call was disconnected on their end. I finally got to the front of the line after a 45 minute wait. I complained to the rep about my previous efforts to reschedule beforehand in anticipation of the exact situation. She said there was nothing she could do to but reschedule me for a flight that was much worse. I get it, it happens, but I tell her I need my luggage which was checked because I packed my back medication. She informs me that since the first leg of my flight was rescheduled and not canceled, they cannot recover my bags. UNBELIEVABLE! I was beyond angry. I asked for the Customer Service Manager, Christina Garcia. She was equally if not more worthless. She told me there was nothing she could do to help, and I should not packed medication. To which I agreed, but I also should have been able to reschedule my flight when all other flights were being rescheduled. To which she agreed but still could not do anything for me. I am very disappointed Southwest. I tried to avoid a bad situation and it felt like you guys tried to make it worse. Your customer service is useless. Never again.
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