03-13-2022
07:06 PM
I feel your pain. I am convinced that the entire SW customer service department has gone on vacation. I waited on hold 8 hours last night and was then disconnected. Argh! I had already been disconnected after several hours-long waits on hold earlier in the day. And online or the app will not work - both want to charge me for my rebooking, which should be free according to THEIR email to me because they cancelled my flight weeks in advance. SW has really changed. I wish I did not have so many loyalty points with them.
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03-13-2022
06:58 PM
03-13-2022
06:58 PM
If THEY are the ones who initiate the change, there should not be a fee to change. Their email to me said that the change would be free of charge. But they lied. The app and online system both charge for changes even if the customer is trying to unsnarl the mess SW made of their business trip. Customer relations is simply not available. So, SW gets the money for my flights and I have to book a new flight AND pay for it. It is a great scam for a company that is trying to gather in some quick short term cash because their reputation does not matter any more - they know they are about to go bust because DC has it in for them. Do you really think adding 30 days more to the mask mandates when every other country in the world is lifting all mandates is about public health?
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03-13-2022
06:53 PM
03-13-2022
06:53 PM
Except that customer relations seems to be an empty room with ringing phones. I waited on hold almost 8 hours last night and was finally disconnected without speaking to a rep. Someone somewhere at SW is laughing at how gullible we all were, thinking that they were still the same airline that they were in 2019.
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03-13-2022
06:50 PM
03-13-2022
06:50 PM
I have the same problem. The email I received says I can rebook online or on the app "at no additional cost" but both charge me the difference in ticket prices, which is $650. The chat bot cannot help. The customer service line is useless. I waited on hold and got disconnected repeatedly yesterday. Usually I was disconnected at the 2 hour mark, but last night I was on hold 37 seconds short of EIGHT HOURS. What is wrong with SW? This is NOT consistent with their previous reputation. They have changed into a nightmare organization. Suggestions?
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03-13-2022
06:43 PM
There seems to have been a policy change. I have 3 pending flights that have ALL been cancelled and rebooked. It seems they rebook on the next half empty available flight, not the next available flight. I think they are hoping people on an expense account will just allow them to get away with theft. I have spent hours and hours trying to get the worst of my rebookings fixed. The email I received said rebooking would be free online or on the app, but both want to charge me the difference between the original ticket cost and the current one (prices always go way up closer to the flight times). Last night I waited on hold 37 seconds shy of 8 hours before they disconnected me without taking my call. What do I need to do to get hold of a person to fix this? There are no great alternatives, but there are 3 flights that would work for me. Their choice would not - it is too late.
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03-13-2022
06:37 PM
03-13-2022
06:37 PM
SW is not the same airline it was before the COVID exposure restrictions destroyed the airline industry. The goal was to eliminate all the non-mainstream companies. SW is on a hit-list and they are self-destructing. I am facing similar issues. This is a sinking ship.
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03-13-2022
06:33 PM
03-13-2022
06:33 PM
I have been trying to reach SW for days now. I have been on hold for 2 hours repeatedly. Each time the call is dropped instead of being answered. Last night I was on hold for 7 hours, 59 minutes, 23 seconds!!! Then the call was dropped. I urgently need to rebook because SW cancelled my flight and rebooked me for a flight that will arrive AFTER the event, and in the dead of night. The email they sent me said I can rebook without charge online or with the app. However, that is not true. Both online and the app charge me the difference in cost between the ticket I purchased months ago and current prices, which are of course $650+ more. I tried chat with the app, but that is just a bot that answers FAQs - no real person who can fix real problems. I am back on hold, trying again to get a person on the customer service line (the definition of insanity...) Any ideas?
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