I flew American Airlines from STL to DCA the week after Memorial Day. The coach seats were nicer than Southwest, for sure. The plane actually boarded promptly and took off on time, something that almost never happens with Southwest. And I checked a bag on my return trip. By the time I walked off the plane and got to the baggage claim carousel, the bag was there! I was stunned. When I check a bag with Southwest, I always have to wait 25+ minutes for the checked bags to arrive. Southwest does a terrible job with checked baggage.
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I checked in at STL. The lady who checked is very competent and nice. I had to fly through Chicago Midway. She put the purplish 'Transfer' tag on my bag, and put it on its way on the belt. I get to DCA. It was wheels down at 11:30pm. I know this because I turned off airplane mode on my phone immediately and texted my family. I got off plane, after a delay in ground crew meeting the plane. But still got off at 11:40 or a few minutes after. I waited for every single bag to be put on the carousel but mine didn't come. At this time, it was 12:19AM. So 50 minutes after wheels down and no bag. I got baggage office. Very terrible customer service at baggage office. First, I had my baggage claim ticket ready and in-hand before I went into the office. I promptly gave it to the available agent. I told her my bag didn't arrive. She starts looking in computer. Then she answers the phone. Then the other agent comes over and takes over her computer session. "Oh, I was looking up his bag... " Total lack of focus, and total chaos, even though there was only one other family in there, looking for their bags. Finally, I get my bag. It was in the back room. The one agent quote the shelf number that it was on. So what I'm almost certain happen is that when I checked my bag in STL for a final destination of DCA, the bag went on the direct flight from STL to DCA. I had to fly to Chicago. So my bag sat there in DCA for 2 hours or so. Why no text me? Why not have the baggage claim office, who was not that busy, bring the bag out.? I feel like you robbed me of 40 minutes of sleep. I stood at that carousel for 40 minutes waiting for a bag that was in the baggage claim office at DCA the whole time. But you didn't notify me. Horrible, terrible customer service. I really dislike Southwest Airlines.
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