Southwest Airlines Community

I'm so glad that you received an acceptable answer to your concerns.  I am a long time loyal Southwest customer and I ALWAYS feel like they have my back and appreciate me as a customer. Their customer service is BEYOND compare in my book.  ... View more

The attitude of the SW employee  as you describe it is very unfortunate, to say the least.  I also agree with one of the other people commenting that this weight limit restriction is a rule to protect their employees.  This is very important.  However, I personally feel that there were potential options in your situation. First of all, perhaps weight could have been shifted to another piece of luggage, an up charge might have been appropriate given that 2 free pieces are included with every trip, but certainly a congenial approach on both party's parts would have been appropriate.  Personally, I have NEVER been treated with anything but the utmost respect and courtesy by any Southwest employee.  I'm extremely surprised by the way you described your interaction. I hope that your mom is doing well. ... View more

I am SHOCKED to see the title of this your message. Southwest provides the most flexible, transparent, reasonable, fantastic rewards program, user friendly policies of ANYONE in the industry!  And they always do it with a huge smile. The travel situation that the Corona Virus has created is not their fault! I'm getting regular emails regarding how their travel fund policies are changing to accommodate this unfortunate set of circumstances. Including, greatly extending expiration dates, potential conversion to points, and ability to book for another passenger.  AND if there are questions, there is ALWAYS a very helpful & friendly customer service representative available on the phone to assist as needed.  I too have had to cancel many flights but look forward to rebooking as able when it is possible and will definitely do it with Southwest because they are the ONLY airline that makes be feel appreciated as a customer.  ... View more