I've made several hotel reservations through the southwest app. When doing so it's reset the date on me to a date that I didn't just input. So several times I've had to cancel the reservations which in turn means I pay the cancelation fee. I spoke with management "Jaime" who accused me of lying, yelled at me, interrupted me, and spoke over me. This woman has had very little training on working with the public. Never have I experienced such bad customer service.
Same day, it was actually within minutes of our 1st and only conversation she explained to me that she had reviewed my interactions with the app and there's no glitch. At this point I informed her I have video proof as my husband had recorded it. She asked me to send her my video, of which I did. At this point I haven't received anything in regards to a refund of my cancelation fees.
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