I was traveling home from Vegas on June 14th. Anyone who was there knows that there was a line over 2 hours just to get into the building because SW’s baggage belt was broken. What was their solution, having 1 representative getting peoples bags and stacking them 8-9 high then pushing them into the building. After waiting over 2 hours in the hot sun, and finally getting to the front of the line, we had missed our flight. So once inside, and past security, I called and complained. They offered my wife and I a credit good for 1 year. Since we travel to Vegas every year, that was fine with me and I thought that was it. We picked up our luggage after arriving back in Albuquerque and went home. We left our bags in the truck and laid down. However, when we finally went to unpack our stuff, my wife notice her hard case luggage was cracked. I called SW the following day and advised them of what happened. They offered me a $90 credit to compensate us, but since it would expire in a year and we already had credits from the delay I didn’t accept it. I just wanted to money to replace the bad. They said it had to be evaluated. I sent in pictures of the damage and waited. When they replied, they stated that they were denying my case because I reported my claim more than 4 hours after my flight. I again called explained that due to being tired of traveling all day we didn’t notice right away. I didn’t know SW had a 4 hour policy on reporting damaged luggage. I asked to open another file and have someone call me. They stated again someone would contact me within 30 days by phone. I waited over a month and no one called me. When I called in the lady said it was denied again and all I could do was maybe write in. They do not have supervisors I could talk to. I am totally disappointed in how I have been treated with trip, especially since both missing my flight and my damaged luggage were SW’s fault.
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