04-09-2022
12:38 PM
My partner and I were 4 hours early for our flight heading from Nashville back to Phoenix. We sat at our gate waiting - it was a busy time of day but there was no change at the gate t.v. letting us know that the gate was changed. We ran over to the new gate only for the agent to say that we were two mins late and right in front of us, printed two tickets for 2 people on standby.
Our gate was never changed on the app, we received no notification, no announcement was made, no one came to the gate the flight originally was at and made an announcement. We were absolutely shocked and extremely disappointed in the customer service and lack of any help. We were just left. No flight out, no-one was willing to take a moment to help us get back to our children and our jobs the next day.
We ended up getting on a flight the next day, had to book a hotel for the night and missed work.
It's not ok to go the extra measures to make sure that two PAYING customers are found by actually going to the gate the flight originally was at and page them.
Extremely disappointed in Southwest for overlooking, overbooking and for giving away our seats because the lack of Southwest Communication.
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