Since I did all the complaining, I thought I would follow up with a positive. I just got off the phone with your CS Rep, Marlene. She was very nice, considerate, and helpful. She managed to get my son on another flight and he'll be home on Saturday. THANK YOU.
As always, I have been pleased with the employees I have dealt with over the years; however, I am rather dismayed that I had to spend so much time "waiting" for assistance. I don't believe this to be up to the normal customer service standards that have helped SWA become the organization they are today.
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Believe it or not, I'm still on hold. I've been disconnected 2 times, and I'm still waiting. I've been trying to get this resolved since 3pm on thursday.
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I have been flying SWA for years, and have always been happy with you. Right now I am frustrated. My son is in the Army, stationed in HI. He will be DEPLOYING to IRAQ next month. I have been waiting months to see him. I found out today about ATA, and my son is SUPPOSED to be home in 2 days. This afternoon I spent 1.5 hours on hold with your toll free number, and could not wait any longer. As of right now, I've been on hold for 3.5 hours trying to get him home. Why do you not have this line staffed with more people? To spend 5.0 hours and counting on hold is not right. All I would like is to have some help getting him home.
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