05-27-2020
01:30 PM
05-27-2020
01:30 PM
I would like to add that this employee is an individual who would never normally be traveling so this would not make sense to have this unused ticket lying around. We take very good care of our teams across all locations. This was an unfortunate decision the organization, not myself, had to make. I was simply stating my frustration for the overall issue and what I was told by SW via phone many many times. Like I said, we are a very small organization so this type of situation, which no one could have predicted, just did not seem to be handled as well as it could have been. I would have been fine if I was told months ago that this could not be refunded, but instead this issue was drawn out way too long for no reason.
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05-19-2020
03:08 PM
05-19-2020
03:08 PM
I definitely have been very loyal to SW for their service and how my team and I have always been treated. I am not ignoring that one bit. However, my frustration lies on how long this process has gone on for a small issue that should have been resolved back in March. I understand this one ticket is a small purchase but we are a smaller organization so every dollar spent throughout our organization is spent purposefully. SW is in fact a large organization with what I can imagine has had a huge influx of inquiries since this has begun. I respect everything the customer service team has done and everyone I have spoken with has been very kind and understanding. But i hope you can understand why I am a bit frustrated.
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05-19-2020
01:13 PM
I would just like to start by saying that I normally would recommend SW to a family member or friend. I have our entire organization set up and using SW to book all work travel and flights. However, I have been VERY disappointed with my experience the past month or so with SW and how they have handled one issue in particular. We had an individual who was set to fly in for a conference in the beginning of March (right when COVID-19 began). The conference was cancelled due to COVID-19 and as a result of business impact, we had to lay this particular individual, among many others, off permanently. I immediately called SW Customer support to see what our options were. I was told that transfer-ability was not an option but a supervisor would reach out to follow up in the event it would be. I was told I would receive a call back but NEVER did. A few weeks went by, I did the same thing making the same call and was told I would receive a call back...Nothing. I called today for a third time, to be told that once again I would receive a call back. When I received the call, I was told that nothing could be done and the window of forgiveness for these types of instances was closed. Not sure how this makes sense since I have tried SEVERAL times the past month to get this corrected or at least get a solution. I am very very very disappointed with SW and will be sure our entire organization tranfers over to begin using one of the major competitors. We have had nothing but problems and issues since COVID-19 began. We will be using someone else for all company travel moving forward. Thanks but no thanks SW for making a 5 minute phone call into a huge issue that was drug out for over two months.
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