10-19-2022
10:05 AM
1 Love
On 10-18-2022 I had two flights with SW. I was heading to my daughter's graduation in Phoenix. My first flight from WA state to Las Vegas arrived on time with no issues. I was changing planes to continue my travels. I get to Las Vegas and get a notification after I landed that my flight is delayed. Okay, still okay, I'll make her graduation ceremony with the half hour delay. Then and hour later at the time we were originally supposed to be in the air (1pm) without warning you all cancel my 2nd flight and moved me to a later one, which would put me in AFTER my daughter's graduation I went to the SW counter at the gate and no other flights were available. Also no refund offered and NO Help finding a flight on another carrier. I'm calling my husband while running through the airport to get to another carriers counter in hopes I can get a flight out in time as he found the last flight out of Las Vegas that would get me there but it was leaving in 45 minutes... By the way the Las Vegas airport is huge! By this time since you all waited until the last possible minute I could not even get a rental car to drive the 5 hours to Phoenix because it would have put me into Phoenix again AFTER my daughter's graduation. My husband was able to find a flight on Spirit Airlines and THEIR CS agent was able to book me on the last flight out of Las Vegas ( leaving in 45 minutes by this time... at 2pm) before boarding started, this flight would get me to my daughter's graduation on time. This was an unexpected added expense that was not needed by us but was incurred because SW has lost its ability to service clients. I have flown almost exclusively with SW since the 70's (from a child to adult). I am a seasoned traveler. SW has always taken care of passengers until now. And I am seeing more and more complaints. I have a flight home and I am stressed now hoping I make it home on the same day so I can get to work the next morning, but I have no faith in SW any more and will be looking at other carries in the future when I have to fly again. What has angered me the most is the last minute cancellation without warning that there was even the possibility and no reason for the cancellation. No offer to refund knowing the situation which I explained to the agent. And no help to get me to my destination on time with another carrier like you all used to do years ago. I have flown enough to know what was done in the past and the fact that SW has now become the same as everyone else is sad. No customer service, no care, and nothing special anymore. If your staff are stretched that thin then reduce the number of flights STOP cancelling flights that may have people connecting to their final destination which includes special event they my miss or be forced to spend money they don't really have to get to. We did not have the extra funds but it was an important day... We will figure it out I truly hope SW you go back to being customer focused and not corporate focused, you had something good for a long time, to bad it's gone now.
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