Hi Middle Seat. My concern is the manner in which they communicated and the lack of concern they had for our well-being. A threat to have police come to our house was uncalled for and I have since learned today is untrue. We were not refusing to return the luggage. When we attempted to discuss options we received the response from the southwest employee I shared (yelling and threat). To your point about the unintended victim, it was so late that the gentleman had already left when I got there in the middle of night.
... View more
I had the most appalling experience of my life last night. I'm hoping my reach out on this forum, as well as placing a formal complaint, will result in this experience being rectified for myself and the other individual whom I would imagine is unhappy as well. Otherwise, I see myself and my family never flying with this airline again. My husband in a rush to get to me outside of the terminal, made a genuine error and accidently picked up someone else's bag. To try and keep a long story short, after multiple attempts to get the southwest person to stop yelling at him and identify a solution, we received a threat from the south west employee that they would call the police and have them come to our house in the middle of the night if we did not immediately get back into our car and drive back to the airport. We live 2 hours away from the airport and this was at 11:30p at night. Upon arriving at the baggage claim, I was met with the most insensitive group of employees I have ever met. To keep it simple and to the point, I was told "NEXT TIME, READ THE TAG!" These employees had no consideration for the lives of others and their well being. Any attempt to work with them was met with threats and rude behavior. I will be making sure to share this experience publicly on all social forums that I'm involved in, including any responses I receive back from southwest customer service. My hopes is that my story can end positively with a response from southwest that support and demonstrates a culture that supports family life and well being.
... View more