06-02-2019
12:05 PM
06-02-2019
12:05 PM
On Dec 24, 2018 I booked 2 SW flights #3813 Atl>Bos arriving in Boston on 5/5/19 at 11:25am to later take a Virgin Atlantic Flight from Boston to London. This was a trip I had been planning with my 2 grandchildren for a year...a college graduation celebration.....one grandchild accompanied me from Atlanta and the other we were meeting in Boston (where he lives) to fly to London. Less than 24 hours before our flight from Atlanta was to leave (8:45am), I received a message from SW that Flight #3813 had been cancelled due to MAINTENANCE/MECHANICAL issues (a Max 8 , I assume). In a panic I called SW, held 10 minutes and spoke to an agent that put me on hold to find a resolution when we were disconnected!!! Another 10 minutes wait had me talking to Lou, who informed me that the next SW flight was Atl>St Louis>(???)>Boston and had me arriving in Boston at 10:55pm (35 minutes AFTER my VA flight to London!!). When I asked what I should do, he had no solution and offered ABSOLUTELY no help!!! In an even bigger panic, I called Delta and booked Flight #1538 with a very sympathetic agent but unfortunately at $713. for 2 last minute flights! I had to charge these flights on a credit card that I was going to charge our 2 weeks expenses in London and Paris! I know you are hoping this is the end of my story, as am I, but the horror continues as I tell you that unbelievably on the return trip to Atlanta my bag was lost (my granddaughter got hers, we checked in and tagged our bags at the same time) and 14 days later as I am sending this email, I still don't have it!! I don't guess I need to tell you how many calls I've made on this!!! This is my first experience with SW and I had heard that your airline values its customers....but l say that YOUR company has single handedly turned this 67 year old grandmother's dream trip with her grandchildren into her worst nightmare!!
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