We were supposed to fly from Spokane to El Paso yesterday. Needless to say we didn't make it. I know there are other worse stories than ours but I think the reason to post what has happened isn't just to vent but so, through the collective disappointment and frustration of so many thousands of people, those who manage big corporate opporations can begin to understand why little things add up to big problems. Our flight was supposed to leave at 3:25 from Spokane with a connection through Las Vegas. It wasn't a great connection to begin with but as a loyal SWA customer (A-List with Companion Pass, Business Select etc. etc. etc.) I booked it through "Old Faithful" not because of price or even the schedule/ connection but JUST OUT OF HABIT. After all, I've been flying this airline since it had just three destinations, Love Field, Houston, and San Antonio. We left Spokane over a hour and a half late, but weren't worried since we had a FOUR HOUR layover anyway in Vegas. When we got to Vegas, everything had already fallen apart. No information so we sat and waited, 3 1/2 hours. Finally the monitor indicated our connecting flight to El Paso was cancelled. This is where it became unbelievable. No one knew anything and literally thousands of people were sitting around with nothing to offer them, especially information or understanding. A few gate attendants tried to step up and meet the challenge but for the most part, everyone retreated into the "I have no idea"..."Call Customer Service"..."Go to the website"..."Here's a number to call" (so I can move on to not helping the next guy and make it to the end of my shift and go home) The result of this is at 11:30 we're told we have a "Paper Ticket" to leave Vegas on Friday at 1:05, no info on a place to stay, no baggage. We took a taxi to a local hotel, got a room on our own, got to the room and started calling at 3:00 am to get non-answered calls to the baggage desk at McCarren. We called several other numbers, no answer. Finally called Rapid Rewards number and spoke with "assistant" who said to go to website and email someone who I would find on the website--I'm in a hotel at 3:00 am with no baggage (much less a handy computer) just my cell phone with 2% power remaining. After going to the gift shop at hotel and buying a new charger, I plugged it in and went to bed. In the morning I called all the numbers again--same no answer.... As I sit here, 20 hours after this ordeal began, I have no more information than when I left the airport last night. Lots of feigned apologies. This not the Southwest that I have "put up with" over the years. This is a failed company with little to offer its customers except excuses. That is sad. When I get home TOMORROW AFTERNOON from my 4 day "quick" trip to Glacier National Park, I will sit down at my computer and figure out what happened, and how to pay for it. Thanks, Southwest!
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