From flight delays, cancellations and poor customer service I am shocked at the level of disregard for your passengers, myself included. Record Locator: 9QZTWC My trip started in Orlando(MCO) and was meant to board at 6:20pm and depart at 6:50pm. The plane arrived and all passengers stood in their respective positions at 6:20pm. At 7:00pm the pilot finally arrived with his smoothie in hand and we started boarding. No mention of the delay in the departure from the gate nor from the flight attendants. The screens all read on time, even though we were clearly 30 minutes late. At around 9:15 pm we arrived in Baltimore (BWI). At which point my connecting flight to Charlotte was boarding. I was certain that if I ran out of the gate I would make it. Instead, because of the delay in arrival there was no gate available for passengers to get off. We literally stayed on the runway for over 30 minutes. The flight attendants made announcement that the gate knows there is a connecting flight and that we want to get to charlotte. Please see the gate attendant for details. No effort to hold the plane to charlotte was made with multiple passengers needing to make the last flight of the day. No apology for the delay or acknowledgment as to what would be done to fix the issue. Upon arrival to the gate the attendant was rude, and everything but helpful. When she looked up the next available flight it wasn’t until 9:45pm the next evening because all other flights were ”sold out”. This would mean I would have to miss my meeting and have to pay for a night’s stay in Baltimore. She then said that the only thing she could do for me to get me there earlier would be to book me on a flight to Raleigh instead. I would then have to rent a car to drive to my final destination Charlotte. This would be a 2 hour and 30 minute drive . When I inquired about where I would stay for the evening, she said I could pay for my own hotel because Southwest does not offer hotel in the case of weather delays. This was the absolute first time anyone from the southwest staff mentioned the delay was due to “weather”. She then gave me a flyer and said if I needed a discount to call the number and they would provide the discount. I called the number and they too were sold out for the night. When I informed the attendant she said “you can just sleep here then I guess” until 9:45 pm the following day?! What sort of a suggestion is that? So to summarize she booked me to the wrong city, said I was responsible for the car rental and my hotel stay if I wanted to get to my final destination. I called my husband in tears because of my experience. I would miss my work meeting and we would have to pay out of pocket for an unexpected expense. He looked up a flight and was able to find a 7:00am flight out of BWI to my exact destination of charlotte. How is it possible that a customer on your website has more capability and know how to get a passenger to the destination than your own staff?! He booked that flight and we had to spend 20,268 of my own points to book. We then spent $229 on a hotel. And$20.00 on transportation. I never boarded the Raleigh flight and finally got to charlotte the following day. I’d like to say that the rest of the trip was uneventful but it was just as bad. On Friday I was scheduled to depart charlotte, connect in Chicago and land finally land in Dallas. I received a phone call that the charlotte to Chicago flight would be delayed and therefore once again I would miss my connection. I was on hold for 20 minutes and finally had luck with a very nice representative who apologized profusely but once again there was nothing they could do. I would have to spend the night in charlotte pay for an additional hotel night$206.00,rental car and fly out Saturday morning. I WAS STRANDED TWICE IN ONE WEEK AND THE SOUTHWEST DELAYS COST ME THE FOLLOWING: 20,268 in SW points $435 in hotel (for TWO additional nights) $20.00 in Transportation from BWI $89.00 in an additional rental car day in Charlotte TOTAL UNEXPECTED OUT OF POCKET COST:$544 (I Have receipts for every expense if needed) As a frequent SW traveler, I understand delays due to weather and I am normally full of patience but what happened to me was unacceptable. I would like a full refund for this trip, full refund of the points I was forced to use in order to get to my final destination as well as reimbursement for my expenses in either cash, vouchers, or points. PLEASE CALL OR EMAIL ME AS YOUR LINES HAVE BEEN SO BUSY I HAVE WAITED OVER AN HOUR TO SPEAK TO A REPRESENTATIVE. Thank you!
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