Flew Southwest for the 1st time, drawn by their ads for Customer Service (I work in the field), No bag fees and No Flight Change fees. My and my sister's flights were booked in Feb for a planned vacation. ($250 r/t). Our dear father passed away while we were away and we needed to change our flights and come back home. No problem? No flight change fees, ah...we booked Southwest. Since we did not have a computer, we called their "customer service" phone #. On hold for 35 mins. Our cell phone battery died. So we begged a resort hotel to use their computer, and lo and behold- Southwest's website was "down"- kept getting the charming OOPS message. Went back to rental house, recharged cell phone batteries and called again. This time the hold was only FORTY FIVE minutes. Finally get a rep on the line and explain need to change flights and why- he could have cared LESS.
Good news? It only cost us $175.00 APIECE to change our flights (no change fee, you only pay the "FARE DIFFERENCE"). Well, you Southwest crooks got $525.00 out of 3 grieving daughters. Hope you are satisfied. You knew we would pay having to return for our father's funeral. Your reps could have cared less and we spent HOURS trying to get through to you.
Thanks for the one time flying experience, which was lovely up until this point. Southwest has lost future customers and we will be more than HAPPY to provide free, negsative advertising on your policies which are misleading. Customer service and no fees for flight change? You should be ASHAMED.
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