@LawsuitforSW I filed one with the FAA. DoT is starting an investigation into the company, and I assume FAA will follow suit. I really think the myriad and flagrant violations of their stated Contract of Carriage, and potential inability or unwillingness to cover those losses will result in the company filing for bankruptcy, or being acquired by a company with proper operating procedures in place.
BTW- The CEO of SW actually told all of the employees that they do not have the right technology in place to be able to handle staff rescheduling. Going back to the earlier posts, it would appear that Southwest's total and utter LACK of investment in technology has led to, or at least exacerbated, this company-wide systems failure. By their own admission, their technology across the board is not on par with competing airlines.
Baggage waiting at the Kansas City airport: https://twitter.com/ceaflynn/status/1607180743289241600
I think the likelihood of ever reuniting with my bag is unlikely, to say the least.
To be super clear: this was not due to the weather. American and United seem to be operating perfectly today, while upwards of 33-66% of all of Southwest's flights continue to be canceled.
It is going to be interesting and anxiety-inducing as customers are forced to eat their losses in hopes the airline- already failing to provide any type of accommodation or customer service- will actually reimburse them. If they do deny reasonable claims, as seems to be the case, that would constitute pretty unambiguous criminal behavior.
@TheMiddleSeat, wrt "lawsuits that go nowhere": Violating their own Contract of Carriage and absconding their stated responsibility to their customers and employees likely constitutes criminal malfeasance and/or negligence on Southwest's part - THEY ARE THE PARTY RESPONSIBLE FOR DAMAGES. Moreover, continuing to blame the issue on the weather likely constitutes some form of false advertisement or fraud. As the fourth largest airline carrier in the country, Southwest's complete mismanagement affected hundreds of thousands of Americans. One PO'd corporate lawyer is really all it takes to get this moving, and as mentioned before, Dept of Transportation (and likely, FAA) is already opening an investigation. I imagine evidence of negligence, malfeasance, or fraud, will come to light in the coming weeks/months. As was the case with Wells Fargo and other large companies after ripping-off their customers, I'd put my money on this getting settled out of court for ~hundreds of millions. They will be forced to recompense all of their aggrieved customers, which, more likely than not, will lead to a bankruptcy filing and/or consolidation/merger with one of the bigger airlines, likely American or United. You read it here first, folks.
My genuine advice to you, and I'll leave it here, is that maybe the energy spent arguing with or trying to trivialize other customers' negative experiences and emotions could be channeled into something more productive. Your tone and unwillingness to accept this was Southwest's failure seem to be at the heart of any contention in the thread.
As this thread has become the most vigorous discussion on this board, I will continue to update this post with relevant information regarding updates I receive on my own bag/flight experience, as well as any forward progress made wrt legal consequences or class action against Southwest. Can't wait to fly United on the way home!
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@Suebedoo I don’t view it as unproductive at all. The original thread predicated a catastrophic situation for the airline that has now become national news and has officially warranted a USDoT investigation. This thread is at the forefront of a major, national conversation about a business’ major debacle… on the business’ own feedback board. Perhaps I am mistaken, but it seems one incentive for the employee who called it unproductive and closed the previously thread (which had more engagement by far than any other) could just be that they clearly do not want more customers to publicly share more stories resulting from this complete, objective, and likely unavoidable failure.
Southwest is a total disaster. I smell a major class action lawsuit or some other type of consequence on the horizon for the airlines and it’s executives. Scrapping what I assume is already a worthless return ticket and booked a new flight home on United.
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@TheMiddleSeat Once again, you've been super helpful, at least with regard to understanding the limits of certain folks' empathy and compassion when faced with human emotion and frustration.
**WARNING: do not feed the trolls.**
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For anyone who hasn't caught up on the news yet, this was not an industry-wide failure due to the weather. It was isolated to Southwest, which is having issues recovering. No wonder they shut down the earlier thread, what an absolute PR *NIGHTMARE*:
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I wanted to reopen/restart this conversation since a seemingly-random Southwest Employee decided to prematurely close the thread. It seems like they are now proactively trying to discourage productive conversations amongst customers, as their cascading, catastrophic failure has come to light.
I want to thank everyone who has contributed to telling the story of the ongoing debacles here on Southwest Airlines own community feedback board. Considering the incredible responses I received on this board, and the substantial negative exposure Southwest has been receiving in the national news recently, it is clear I was not alone in my awful experience flying Southwest Airlines this past weekend, and that my inconveniences were actually relatively minimal. I was extremely saddened to hear of the family with three small children who did not have clothes and to hear of all those who were unable to spend the holiday weekend in the comfort of their families, because of the malfeasance of the airline.
I really hope everyone was able to have, and is having, a warm, safe, and enjoyable holiday and New Years.
BTW, I did not mention it, but I had medications for a chronic illness in my checked baggage (the format makes carrying them through TSA pretty difficult), which were impossible to replace on short notice over the holiday weekend in a winter storm. I have been suffering withdrawal effects of stopping some of those medications in the last 5-6 days.
Additionally, I do use Apple airtags, to the poster who suggested that-- and, as I stepped onto the plane and took of my jacket, realized it was in my pocket and not in the checked bag. The comment actually felt like rubbing salt in my own, stupid wound. That said, while it would have provided peace of mind and maybe saved the 30 minutes standing around at the baggage claim area, I'm not sure it would have helped much in the way of actually retrieving the baggage.
Re: tracking baggage using barcodes, and the fact that the attendant seemed to know exactly where the bag was when asked, the bag was removed due to a 'weight imbalance' and Southwest's system knew from the moment we taxi'd down the tarmac where the luggage was. As someone who works in tech, the comment that implied it would take an enormous capital investment to make this information available to passengers via the Southwest website or app is absolutely ridiculous. They even ask this in the customer feedback form: 'how would you like us to provide updates on where your bag is?', SMS/Email, etc. It seems like they are already thinking of implementing some kind of customer-facing tracking system; this needed to have been done yesterday.
It absolutely should not have taken me even the additional, next-day phone call to receive the $100 LUV voucher, or any form of additional customer service benefit in exchange for this inconvenience (worth noting- I actually still have yet to receive it in my email, as they said I would, btw). It 100% should have been offered up-front by one of the three separate customer service professionals I dealt with. It also is a company voucher, which I can only use if I ever choose to fly the company again (or if we assume they aren't class-actioned out of existence when they fail to reimburse passengers for all of the baggage and flights they've mishandled this past weekend).
UPDATE: it has been 5 days without any update on the bag, so I will be filing a claim immediately with Southwest and intend to replace every and all items that were lost, as I need them for the upcoming week and Southwest has not provided any type of ETA or status update on the baggage. I read the Contract of Carriage closely and will not exceed the $3800 limit. The truly criminal part of all of this is that it requires me to come out of pocket in full and trust that the airline will actually reimburse me in some kind of speedy time. I do not have that much faith in the carrier and do not have so much disposable income to come out of pocket all out at once to replace lost items.
To some of the responders:
@TheFloridaGuy - As far as I am concerned, you are a remarkably compassionate individual and the champion of the thread. Your comments in my defense were truly appreciated. Thank you.
@TheMiddleSeat - I truly did not appreciate your lack of compassion or the tone of your earlier posts. It actually made me sad to see someone freely defending such a significant corporate entity (which, it turns out, did royally mess up for the better part of the last week), and I would encourage you to broaden your viewpoint to better understand the perspective of others.
Southwest: You very, very obviously, messed this one up. It will be interesting to see how and/or if you can recover, as this also, apparently, is not the first time that this has happened. DO BETTER. And, if it turns out you really cannot be trusted to follow through on the obligations of the Carriage of Contract, can you be trusted to safely transport or even interact with customers at all?
Again, wishing everyone reading or posting a safe and happy holiday season. Please keep the conversation productive. Southwest, please fix this immediately, or get out of the transportation business.
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I arrived into Chicago last night from Denver, and waited at baggage claim for 30 minutes before having to go ask where my bag was. The attendant looked it up and just shrugged, “oh, it’s still in Denver”. I then had to wait ANOTHER 45 MINUTES to file a claim for luggage which was not on my flight. Southwest provided no apology and it took another email to their customer support desk before they even offer a $100 voucher. THIS AIRLINE LOSES LUGGAGE AND CHEATS THEIR PASSENGERS - AVOID AT ALL COSTS
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