Blake, Yes I called, twice before they returned my call. I didn't realize my bag was damaged until after I got home that it was damaged, which was an hour later. The straps were closed with the velcro fastener, making it hard to tell the bag was ripped down the side) I called and filed a claim immediately. I even took pictures.
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Southwest use to be the only way I would travel by air. That changed a year ago after flying to Pennsylvania. When I left Jacksonville and arrived in Pennsylvania, my bag was fine, no problem. When I checked by bags on the way back, they were fine. When I got to Jacksonville, one of my bags were damaged. After reaching out to Southwest customer service several times, sending emails, phone calls, and sending pictures, I was told that it was not their fault my bag was damaged. When they checked my bag, it was in tack and fine. When I got my bag at JAX, it was not! The bag handlers were the only ones to touch my bag from the time I got on and off the plane. So, how are they not responsible for my damaged bag!! My straps on the bag were ripped to the extent that it torn a part of my custom bag(with greek letters). After two more attempts to have this issued resolved, I was so frustrated that I left it alone and said that I would NEVER fly Southwest again, unless it was a life or death emergency and no other airline had a flight to my destination. As I am preparing to fly to New York in 3 weeks, I see my damaged bag and am reminded of my last experience with Southwest. All I wanted them to do was compensate me for damaging my bag, or at least offer to pay to have it repaired. But to be told that, "it's not our fault", is crazy! It's been a little over a year now. I hope they are doing a better job in customer service and rectifying the way they handle passengers baggage and concerns. Not only was my bag damaged, so was my relationship with the airline.
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