Southwest Airlines Community

I have been a Southwest Airlines Rapid Rewards Visa card member for over four years.  I have spent thousands of dollars on this credit card relating to Southwest Airlines vacation packages and other outside expenses.  Several months ago, I booked my SW Rapid Reward points to pay for my daughter and I round trip tickets from Dallas Love Field to Las Vegas to celebrate my granddaughters 11 birthday and tickets to her favorite singer “Shanai Twain”.  We arrived in Vegas on Friday; 5/10 morning and I received a call later that evening (6:30pm) Vegas time telling me about an unexpected death in our family.  My daughter immediately called SW to book me a flight out that evening which could not be done, so they booked me on the first flight at 6am on Saturday, 5/11.  This call took almost two hours as your agent canceled my daughters flight home after promising her that he would not compromise this flight.  Then, the agent made me pay over $400 for my one-way ticket home and put me in the C35 position of boarding!  First, is this really how you treat your long-time customers who have spent thousands of dollars with your Visa card and your business?  We explained the entire situation with your agent, so there is no excuse there.  I didn’t expect to incur no fees – as this would have been customer service that no longer exists in this world.  However, a change fee and maybe A type boarding would have NOT been too much to ask.  Instead, the long walk to the back of the plane of which there were several open seats, was embarrassing as I was trying to hold my grief inside the best I could.  I will allow you (Southwest Airlines) the next days to make this right by me.  This will determine how I move forward with this communication further. *Reminder – there are several travel credit cards to select when you have great credit, so when yours is selected, you should take care of your loyal customer as you commit to in your advertisements.  You fell very short in this case!!! ... View more