As an update to this thread, and having had the benefit of cooling down a bit, I can still confirm that something tragic has happened to SWA. Without going into a litany of post-flight details such as lost baggage, being hung up on *multiple times* by the 'call back' system only to be placed on hold *by the call-back system itself*, SWA flights that were delayed 4-5 hours, forcing my elderly parents to wait at Dallas LUV for hour after hour, I can go on. This wasn't some once in a rare occurrence - this was the entirety of their flight to DCA and back to ELP (2Y65TA). It was horrendous. And so, yeah, to the guy that asked if I googled why SWA was such a great airline - I didn't. But I also know well enough that experiences vary and mine (read: my parents) was a miserable event that has forced me to AA for another flight to DCA this fall. I just logged on and did it. Hassle Free. I needed to make an adjustment, called them and was on hold all of 2 minutes until the system asked me if I wanted to be called back. I did and guess what, 2 minutes later they called me back- AND- they didn't put me on hold again - put me right through to a human being. So while all airlines are sucking now, some just suck a little less. I guess I hoped for better from SWA but until they get their act together, I won't be flying with them for a while. it's just a shame.
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So. No. This isn't a joke but a serious question. When did this airline turn into a hot steaming pile of junk- a shadow of its former self? Im old enough to remember when you could literally pick up the phone, dial the 800 number, and you would get a human being to answer the phone. That was what I absolutely loved about the airline - the personal touch. The fact that it was a Texas thing that felt like Texas, whether you picked up the phone to call to make a change, check on a flight...whatever. When did this all change? Was it gradual or was it all of a sudden? As I'm sitting here on a *no kidding* SIXTY THREE MINUTE ESTIMATED HOLD TIME (no option to leave a number for call back, too, so, thanks for that), I've placed my entire life on hold so as to communicate with a human being at what was once a place I could call and speak to someone if not immediately, but soon thereafter. Ive put my life on hold long enough to research SWA's board of director's salaries (over $20million for the top positions), Googling "Why does SWA suck so bad" (and read a bunch of similar complaints, btw), found this board, logged on, created an account, everything. All while waiting to talk to a human being and the song "Someone that I used to know" mentally replacing the annoying as heck Muzak soundtrack that narrates my hold time. HOLY CRAP YOU GUYS JUST DISCONNECTED ME. NO FREAKING LIE. IVE BEEN WAITING 35 minutes AND YOU JUST HUNG UP ON ME.
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