07-07-2022
01:34 PM
I’d be happy to. Prior to booking our flight I read what I thought was the pet policy. It was one page. Apparently, the second section didn’t load onto my phone for some reason. That’s the section that has the piece about the pet being able to stand up and turn around in the carrier. Since our Sherpa pet carrier was one inch longer than the dimensions in the policy, I called to make sure it would be ok. The young lady said no problem as long as the pet can put its head and tail in the carrier at the same time we would be good to go. The pet carrier said 20 lbs maximum. Our mini poodle is 15 lbs. Once we made it to the agent in the full service line, after waiting for nearly an hour in the regular line, the agent called the supervisor. Immediately. This lady was speaking through a load speaker she was wearing and was right in front of us. We had trained our dog to sit and lay down in the carrier. She said put the dog in the container. We did so, and she said you can’t board the plane because the dog can’t stand up and turn around in the container and was extremely rude screaming it through the loud speaker. She said she would refund my money. We had paid an additional $80 to board in the first section. She refunded the $80 but gave me a voucher for two more tickets as I learned when I got home. She did not refund my money as she stated. Southwest can fight it out with American Express as I would rather walk than fly on Southwest. My son who travels frequently, sees dogs larger than ours in the airports every time he flys. If the dog has to standup and turn around it would have to be 5 lbs or have no legs to do so. Thanks for reading.
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06-29-2022
07:51 PM
If it’s so clear why did your employee tell us if the dogs head and tail would fit in the carrier we would be good yeti go? Even your employees don’t know the policy. Look again on line the pet policy page is not the same one you posted. On top of all that you agent and supervisor were flat out rude! The lines in Orlando are unbelievable. Everyone there was in disbelief. Go unannounced and see for yourself
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06-29-2022
07:25 PM
06-29-2022
07:25 PM
The Southwest Airlines Pet policy does not clearly state that the pet must be able to stand up and turn around in the pet carrier. We called Southwest and they told us if the pet’s tail and head could fit in the carrier we would be good to go. When we got to the Orlando airport we stood in line for over an hour to find out our dog was too tall. Our family reunion was ruined and over $600 in deposits lost. They want to give us a $150 voucher for future travel. They can shove it where the sun doesn’t shine. Good luck bringing your pet with you. All their trade puffery is BS.
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06-29-2022
07:03 PM
If you read the Southwest Pet Policy page it says nothing about the pet being able to stand up and turn around in the pet carrier. We called Southwest Airlines and the young lady told us that if the pets tail and head could fit in the carrier we would be good to go. We got to the Orlando Airport at 5 am and stood in a line over 400 people long to find out that our dog was too tall for the pet carrier. It ruined a family reunion planned six months earlier. We lost over $600 in deposits and they wanted to give us a voucher for $150. This airline is very poorly run and even their employees do t know what the pet policy is. Good luck if you’re planning on taking you pet with you.
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