03-27-2021
10:44 AM
I appreciate the response but that is not an acceptable answer for SWA to provide customers (I know you are not SWA). If this is what the situation is, then they should be hiring temp staff until they can handle the call load. I am now at 1:20 minutes and the hold went down to 72 minutes and now back up to 102. If they would actually respond to email then we wouldn't be here. I would like to use the credit to travel with them but if this is the experience with them, then I will request refund and take business elsewhere. So unfortunate because I love SWA otherwise, but paying customers don't deserve this hassle. I appreciate the advise I have reached out on Facebook and now waiting there too. It says they are "very responsive" to messages on FB but that is only because they have an automated response immediately but not an actual live person. Fingers crossed they maybe respond there.
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03-27-2021
09:56 AM
I have been on hold for 40 minutes. Not as long as most, I get that. My frustration is that my hold time estimate has gone from 77 minuets to 107 so far. Increasing not decreasing? On top of that 2 emails have gone unanswered by customer support, so obviously waiting on the line is the only option. SWA is failing in this department. So disappointed. I just need to find out where our vacation travel funds are. They cancelled our trip due to covid last year, but the only thing we got refunded/travel credit for was the flight portion. That is less than half the funds. I just want to talk to someone!
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