Southwest Airlines Community

because of our Community Manager's suggestion, I just sent an email to them requesting management read this forum's postings, the attendants being ill-prepared to handle conflict and the extra $15 fee paying customers NOT geting the value they paid for. ... View more

I too have encountered the 'required flight info' in the past. However, while I am logged on today and entered a 'comment/question', there boxes with flight info, etc were NOT required. When I chose 'complaint' plus 'flight', those fields/boxes did become required.   I can not explain their computer programming, which is an extension of the programmer themselves, some of whom should have never become programmers. LOL. I'm just happy that since I was logged in, many of the boxes were filled in automatically. Not every site does that. ... View more

Although Mamadesiete's reply is 2 years after the initial post, thanks for sharing it.   Per the response by dfwskier of the TSA site info, and me half agreeing that the security questions failure is valid (I wasn't there), there is a general theme about the TSA 'agents'; Some of them should find a different line of work.   Some do not know the guidelines or apply those rules as they deem proper. They also exercise their duty with impunity.   And only sometimes does their playing god wrongly ever become known to the traveling public, ie the 'breast milk' or 'childs toy' or 'grope/fondle' events.   Minor case was peanut butter, never permitted, but some agents do not mention to the public that alternatives exist to throwing the item into the trash. And what might be OK with one scanner is voboten by another, with arguing never being sucessful. ... View more

First, an addendum. The FAQ for lost items states to call lost and found. What I implied above for filing a claim within 4 hours (?) is only for lost luggage.   Second, I am very aware of the structure/function of this community, us helping us. And I was very happy to share everything I learned about 'box embargos' and about Jamaica visa's, both of which have gotten me private thank yous.   I  do not recall asking a question to which I did not get a reply. Others have.     ... View more

While a response reply a year after it happened does not seem to to help anyone as written, just the same as my details of a bagage embargo in November yearly did not seem to warrent a "any update?" reply (or I'm missing something), I do recall reading somewhere of a lost item and the problems the customer seemed to be having. The MAJOR component for any recovery was that a claim must be submitted within 4 hours and I think AT THE AIRPORT.   On-line / forum posting / phone calls to initiate any search was wasteful/useless and I think the company is not set up to deal with the issue without that airport claim.   It's funny in a way. My embargo subject was entered (by me) under a 'corporate communications' title. As helpful as this community can be at times (via us customers), I contend that corporate does not look here on how to get their own house in order.   Definately a top-down corporation IMO. That goes for the poor folk who have to man the telephones too perhaps although, as documented, email customer service did reply and told me to stop asking. I kid you not. But I still fly SW.   Old people were taught to say please and thank you. Today, who knows if a resolved problem would get a follow up here by the original poster. One can hope. ... View more

This is a follow up. The visa was not issued in May because the Embassay is very stern/strick on insurring Jamaicans will return to the island after their vacation visit. VERY. I sent DianeS a private message because I feared it was a typical hussel by a Jamaican to get money out of the tourist who is smitten and yields a false "my good friend" status. ... View more

A cardboard box is acceptable. As a community member, I guarantee it. (humor.) What I shall classify as non-standard luggage, something which does not have a handle, is probably OK unless it is an International flight in December. SW invokes their EMBARGO without advance notice every year. You will find several posts on this subject in these community pages; Search for them. A duffle bag is Okay also. A cooler, well, you don't want the lid opening. As for the box, max volume is via 21 inches on each side and I stongly urge you use a thick walled one least it split open. Happy to go into more detail if anyone wants to private message me on crush-strength or using lots of sealing/duct tape. ... View more

My experience: sandwhich in my carry-on along with a frozen ice pack, the reusable white bag which comes in a foam box containing drugs. After going through the TSA inspection (xray only), I thought the TSA slipped up. However, since it had not reverted to its unfrozen liquid (jell?) state (mostly), there had been no mistake which I believe I confirmed later on the TSA web site My belief is you will not have a problem. Since your box is only ten pounds, I'd suggest you carry it on for several reasons. ... View more

I think the topic of a lost bag belongs in the General Travel Policies, at least more then here in the community section, but it is note worthy that there is no specialized lost-bags-and-problems grouping.   You wrote that you were told the bag would be on the next plane. What I did not read is if you followed the Conditions of Carriage where it requires a written claim form be obtained within 4 hours. Did you? I also wonder what airport was involved.   Some airports have no checking of bags being taken off the belt and going out the door by the non-owner. LA and Newark are two prime examples.   I do not know if the lost-bagage claims are checked against bags remaining on the belt unclaimed or if bags are scanned as they are being unloaded from the plane, but I think the latter is unlikely.   Unfortunately, 3 weeks is also the limit for any recourse (see C of C)   3 weeks is a lot of time and I can understand their response of not being able to validate something from a month prior. I would have been on the phone the next day requesting an update. ... View more

Unfortunate update of Dec 2017. Either on or just prior to the Nov 2017 prohibited baggage policy change, SW again risked causing undo stress to customers with prior bookings.   Their 'get ready to fly' email, sent 3 days prior to departure has one small line "review baggage policies" which links to the very important page saying:   Baggage embargo: A baggage embargo is in effect for Passengers traveling to Havana (HAV). For specific information about the embargo at each destination, visit our airport information page. During the holiday season, the combination of high load factors along with excess, oversized, and overweight checked baggage can exceed available baggage space on scheduled flights. This causes baggage to be left behind and sent on other flights. Due to the excessive number and size of checked items to Belize City (BZE), Montego Bay, (MBJ), Mexico City (MEX), Nassau (NAS), and San Jose, Costa Rica (SJO) a baggage embargo is being enacted from November 18, 2017 through January 8, 2018 for all Customers traveling to these locations. For specific information about the embargo at each destination, visit .... # # # This again casts doubt on their statement to me that booked passengers were notified in advance via email.   It would be in SW best interests if they leave this page intact all year so next year the customer will not have to learn the check-in agent has no power to override policy, as they stand there with the rubbermaid container of medical supplies, or worse if their transport to the airport has already left.   During September 2017 I did receive an email from SW customer support which basically said "we don't know IF or WHEN, so please stop asking us." A phone person seemed like she would do a follow up, but nothing came down. Unknown if any communication "went up the corporate ladder." . ... View more

Ran into the same 'problem.' While the cancellation email states "all travel involving funds from this Confirmation Number must be completed by the expiration date."    the travel bank web site does not .   In fact, the TB page, under Important Information, mentions PURCHASE of a new reservation, EXCLUSIVELY and thus IMO is an underhanded way of keeping money by corporate. At least mod the text to include "and travel completed" ... View more

to Slbrantley, your profile page has an option to not issue the coupons.   But voicing your suggestion may have an affect. There is already one here, and others in the 'expired coupon' post shouting "me, me, here, here." LOL   At least you got the coupon. I've searched, including using search, and found nothing on how they are issued.   However, SW may gain a tax credit just like casinos get for their free drinks (at suggested retail.) ... View more

Post script to the above. According to the verbal instructions given to the phone CS person I spoke to, a nylon bag with a zipper and a handle would solve the box embargo situation. No suck mention was made in the email I originally received. Why was that? ... View more

This may be considered a solution - cancel the reservation and rebook after Jan 16. There are a number of problems, the first being this thread grouped into 'check-in' forum. When you attempt to check in and the destination is one of the foreign countries, you can hope the agent is not aware of the 'box embargo' (offshoot of 'excess baggage or another mislabel? Box embargo should come up via the search engine but this is not the case) otherwise expect to hit a brick wall. The agent probably does not have any latitude to alter policy.   Alternative solution - return the non-traditional luggage to the vechicle you arrived in if you have time. I do not suggest you leave your box near a tash receptical because you know who is going to take a very keen interest in it and probably make everyone go through security again and thousands of people will be delayed.   While one boardie (above) was told that TV's were OK, I did not address TV's during my phone call, nor read that in the policy, or private email.   What was not addressed anywhere is a bicycle which standardly comes in a box. Bicycles are not mentioned except in the place that says you can bring one. (more below)   I could not get an answer as to IF Southwest was going to be selling zippered nylon bags with a handle which can accomidate a standard box, a cooler, or a tool box. Said sale might get your luggage to the destination, but you are out the $. If the agent considers a TV in a box a box, the bag would have to have rather unusual measurments.   There is one upside to all this, or two. No person or luggage may have to be left behind because of more luggage than they can handle. There is now an available seat on my Tuesday flight. Customers who continue to be customers will know for next year, although the dates will change slightly.   I should mention that just as a 'box embargo' search is useless, so is "bicycle." However, under sporting goods is this   Bicycles (defined as nonmotorized and having a single seat), including Bike Friday and Co-Pilot, properly packed in a hard-sided bicycle box that fall within the dimensions and weight limits established for normal Checked Baggage, (i.e., 62 inches or less in overall dimensions and less than 50 pounds in weight). Pedals and handlebars must be removed and packaged in protective materials so as not to be damaged by or cause damage to other Baggage. Bicycles packaged in cardboard or soft-sided cases will be transported as conditionally accepted items. (end quote)   WILL BE, with the word "conditionally" refering to 'subject to damage' and not on seasonal or whim or logic.   PS much text was added but lost when I pushed the post button. I have no problem with this post being deleted if it is not helpful but it one person inside SW reads it, some good can come from my efforts. ... View more

If it is not a suitcase like you see millions carry or roll, then it is a "box". Storeage box, cardboard box Televsion box, cooler, they are banned, eith no exceptions and no recourse except to put the stuff back in your car.   a duffle bag?? That is unknown and won't you be surprised the day of your trip if you guess wrong.   I suggest you try the SW email about coverings. They responded in 6 hours. However, I'm not sure I liked the part about my shoe... (humor for SOL) ... View more

I await an answer from customer service because I too have this "problem." There was no embargo when I booked my flight (for next Tuesday) and without this community/your posting, I would have shown up without a clue. It is a shame and a waste of the phone persons time (and your hour) to not get a real answer. I shall guess that the airport agent would have restrained by the current company policy posting, and no power to override it. This was the case for me on American years ago, before they started posting the "Box embargo" months in advance. (SW search gave zero hits because it is baggage, not box.) They though offered for sale a nylon bag at $45 which the "not a typical suitcase" was able to fit inside. I can appreciate the airline wanting to limit the increase of checked baggage over Christmas. "Boxes of any size will not be accepted" was not anticipated. The baggage policy must formally and perminately mention an embargo will be in affect and give a range in a non-specific year so people aren't greeted by the same attitude as trying to bring peanut butter past TSA, which ends up in the trash.. ... View more

THIS? What encompeses the word this? I don't understand where the lie is. The answer is no, can not change name, yet true for cancel, refund, and rebook, although a higher fare is sure to happen. ... View more