02-07-2022
03:27 AM
What an odd thing that you’d bother reading customer rants only to post a ridiculous reply like this. You need a hobby.
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02-07-2022
03:26 AM
Overreaction to what? A once-perfect company that now holds customer money hostage? I did reach out via email and twitter dm both on same day with basic outline of my issue, and only got an auto reply from both sources. However the promised follow up to those auto replies never came. All good. Amex is charging back the outstanding funds and taking care of this for me.
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01-30-2022
10:12 AM
My wife is from Barcelona, Spain. I have spent 20 years ripping on European customer service. Today, SWA fell to that level of garbage. On January 16th our flight from MCO to BUF was canceled. I received no email. In fact I received no indication of any change to my record whatsoever. When I went to check in for my flight, all I got was an error message indicating that there were no legs left on my journey. I reached out to SWA customer service via email the next day, after Frontier Airlines got us home from Orlando, and today--almost 2 weeks later--there was still no response. My name/record locator combo yielded nothing on 'manage reservation' and in 'travel funds' I was told that my name or record locator, or both, must've been incorrectly input, as there was no record of anything to do with this reservation. So I called. And I waited. 42 minutes on hold. Finally I got someone on the line and was informed that since I hadn't reached out to them in a timely fashion (which is not accurate, as I emailed them within 24 hours of accidentally discovering my flight had been canceled), that my residual funds were now in my SWA travel bank for use within a year. Problem is, I cannot access them in my so-called 'SWA Wallet'. The system doesn't recognize me, nor my confirmation number. And I'll be damed if I have to wait on hold for 3/4 of an hour to rebook a flight on an airline that is clearly a shell of its former self. Not good. And not acceptable. According to this woman, the travel funds are now untouchable as a means of being converted into a refund. It is unfathomable that this is the same airline Herb Kelleher created and fostered into the absolute model of customer service. That spirit of LUV is clearly now dead. I have reached out to American Express and have to open a dispute for the remaining value on these tickets. It's my only recourse. Sad. Very sad.
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