05-24-2023
10:21 AM
05-24-2023
10:21 AM
@bec102896 thanks for saying so, this was explained by different representatives through the course of this situation so far.
Update: Customer Relations has responded, in the form of an email... the representative has mentioned calling at a specified time/date, and unfortunately that was yesterday and failed to do so.
Will continue with emails to Customer Relations, since it is the only option...
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05-17-2023
02:59 PM
05-17-2023
02:59 PM
Update: I have sent in a 2nd email today, still no word or response since the beginning of this discussion post.
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@cheyenneallgood Thank you for making these edits to the post, much appreciated!
David C.
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05-16-2023
10:05 AM
05-16-2023
10:05 AM
Thanks for the advice in taking all the details down with a phone conversation to take place, I will be sure to keep on track with this. I have all the documentation necessary.
In this experience, I would say receiving an email indicating incorrect information without no way to directly respond is the worst avenue to resolve a problem or issue of any kind.
David C.
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05-16-2023
09:58 AM
05-16-2023
09:58 AM
@TheMiddleSeat Thank you for suggesting the social media route and Twitter. After having a 45min talk with a SWA Customer Service Representative last night, she has suggested the same as the better way to get eyes on my request for a phone call. I may have to result in the post office as well, sad as it is to think snail mail would be the fastest way to get an actual response.
Don't take this the wrong way, but with this amount of persistence, wouldn't I have all the more reason to have a thoughtful explanation given in a timely manner? I also have 4 representatives on record verifying the status to be accurate, but only Customer Relations can solve this problem. I would be more than happy to go over it with you in detail as well if you have the ability to see flights and counts. I am 100% certain and sure.
David C.
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05-16-2023
09:47 AM
05-16-2023
09:47 AM
@TheMiddleSeat after clicking the gear icon, this is the list I see. I don't have 'edit' as an option, is there something I'm missing?
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Thank you for this advice @bec102896 , I will abruptly stop providing this information.
Twitter is a good suggestion, and it may be the next possible forum to have my issue addressed in a timely manner. Thank for the tip in this information.
Unfortunately, I believe I need a direct phone call to handle this situation and can only wait for a Customer Relations to call at any time, any day within their time frame.
@cheyenneallgood - I saw this you were able to close a discussion forum in another place on this website. Since I have provided too much information with my RR# insecurely, I would like this discussion to be closed and wiped and I will create a new discussion post with more discretion, can this be done?
David C.
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05-15-2023
06:31 PM
05-15-2023
06:31 PM
I understand this is a customer-to-customer forum; my hope is that a Southwest Employee will notice the activity and be able to reach out to help with my problem. That being said, the details to my problem can only be addressed and handled by the Customer Relations Department.
In that, I'm asking for advice for the best way for Customer Relations to contact a customer directly in regards to a complaint that has to not come to resolution nor contact provided as requested.
David C.
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05-15-2023
04:38 PM
05-15-2023
04:38 PM
My case has been mishandled for 3 months by Customer Relations as to my qualifying A-List status this year. Because of this, I have a long list of case numbers and information not being thoroughly looked through and addressed correctly.
I will not accept a resolution until I can speak with someone over the PHONE, not through emails which have been mistaken and incorrect with information in regards to mixed up names, case and claim numbers, etc.
David C.
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05-15-2023
03:24 PM
05-15-2023
03:24 PM
After 3 months of communication with numerous customer service representatives, one was kind enough to recommend this forum to find a good way to reach out to see about a way to get in touch with the Customer Relations department directly.
What I have learned: the Customer Service department is SEPARATE from the Customer Relations department. There is no direct way to contact the Customer Relations department with a problem, only through the 'Email Us' button on Southwest.com is the quickest way to receive any type of response to a complaint. However, there have been 3 different responses by 3 different Customer Relations representatives with incorrect information and no explanation to address my complaint or inquiry with an appropriate answer.
I have asked repeatedly for a direct phone call - I was finally told this forum might help in getting my eyes to address my problem. I will continue to post in the forum until I hear from someone (I hope.)
David C.
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