Southwest Airlines Community

@NicoleAshleyHi! Did you mark my posting as solved with a solution? Your response did not address my concerns. If you had marked it solved, please un-mark it because I still have not heard back from Southwest.   If I had checked that by accident, please advise how I can uncheck it. My concerns are still outstanding. ... View more

Hello! Thank you for reaching out to communicate. I had already called the Customer Relation number yesterday after filing a complaint over a week ago. I joined this forum after that because I felt Southwest was just ignoring me.   The agent at the Customer Relation simply told me it is being reviewed and she does not know when we would hear back and she also said I will only get an email response even though I had requested a phone call to provide full details.   The concerns are not just with pre-boarding ... it is more for after we boarded that we needed help, the flight attendant really went out of her way to put us on the spot. The fact the flight attendant chastised me while I frantically tried to help my son was wrong. I feel strongly for Southwest to adddress this and provide re-assurance other families with special needs passengers could have more compassionate handling. ... View more

Hello! Thank you. Over a week ago, I filed a complaint at the link you provided. I had asked for a call back at the end of my written complaint. Other than a non-specific response of "we received your response and are looking into it", nothing else came back.   I called this morning and spoke to an agent at customer relation and gave her the reference number. She looked it up and told me it is being looked at and she is not sure when I will hear back. I told her that I had asked for a call back because I could not have fit all the details in the complaint (character limit). She said I would get an email response only.   I am looking into Twitter ... just thought as a customer, I should be able to file a complaint and receive a review/response ... There are other families with special needs passengers. Southwest needs to be sensitive and helpful if they wish to keep customers with special needs. Our experience with Southwest suggests this is not an area they pay attention to. ... View more

Thank you for the suggestion of Twitter. Whether Southwest decides to respond/handle my concern after filing over a week ago, it is good to let other families with special needs members know about our experience. I almost cried while the flight attendant fussed at us because I frantically tried to help my son so we could be out of the way.   I had informed the flight attendant that my son has disabilities, still the flight attendant told me to move my son next to me (we both took aisle seats for ease of getting up/out without bothering other passengers).   I advised the flight attendant that we first needed to get him off the seat (he was trapped with the seat belt and the backpack under the seat infront). No help from the flight attendant with that.   I would have very much appreciated some compassion ... another passenger observed the problem and discretely step forward to help us by showing the latch under the armrest to lift the armrest so my son could get up. Another passenger who had wanted to sit next to my son gently said "I can sit next to you instead ... your son did not need to get up right at this second".   In my complaint to Southwest, I told them the helpfulness and kindness was missing from the flight attendants. And to tell me that they do not need to give me their first name is amazing - while they wear name tag. My eyesight just is not good enough to see the small font ... Overall, a bad service attitude! ... View more