I am generally such a happy, loyal Southwest customer and after my horrendous experience on Thursday, I am questioning this loyalty. I was flying from DIA to SFO Thursday 7/21 and was stuck at DIA for more than 10 hours. I was on a delayed flight that then got cancelled, so I switched and booked an additional flight. The gentleman who helped me behind the counter rolled his eyes at me (and everyone else he was helping for that matter) and was insanely rude. For my second flight - I thought we were set to go until we boarded the plane and then de-boarded the plane. We were instructed to wait for 45 minutes until they could find a co-pilot, so we waited at the gate and re-boarded, only to then be de-planed once again and then ultimately cancelled. No one had any information to give to any passenger - and at this point, there were no other flights out of Denver. Instead of pretending to care, all Southwest staff was completely unavailable. I switched airlines to get to SFO and could not track down my luggage. So, after spending more than 10 insanely frustrating hours at DIA, I get to SFO without any luggage and could not get a call through to any Southwest helpline. Over the next few days, I continued to call and 3 days later, when I could finally get through, I was redirected over and over again to other people. So I spent the duration of my time in San Francisco without any luggage and there has since been NO resolve, no calls back, ZERO customer service. Southwest - you are in the business of PEOPLE. If you want us to be loyal, act like you care about us!!!
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