Southwest Airlines Community

You're awesome, @LindseyD!! After you took my email you followed through and got it fixed! I'm now receiving emails! Not sure if everyone is now fixed or if folks should be contacting you by PM to request the fix, so that might be worth clarifying. Thank you for listening, stepping up, and following through.  Very much appreciated! -Clint ... View more

Thanks, Lindsey! I realize that this is a peer-to-peer group, and our frustrations are in no way a reflection on you, but I personally, and others similarly, have been unable to get Southwest to resolve this issue.  Without someone on the inside at Southwest "carrying the flag" for us, we can't get the time of day from your customer service team.  We're hoping that you would be willing to be our advocate. Here's the response I received today in an email from customer service: "While we were unable to verify a known issue much like you described, we will use the information you provided to ensure that our systems are working correctly."  Not much help, especially since the issue has been identified and we just need someone to act on it. * To bring anyone interested up to speed, in speaking with someone at Southwest in Dallas, I learned that each department at Southwest has a different email provider/server.  This explains why I can receive emails from this Community account and from your online customer service group, but NOT from the reservations/itinerary group.  So, the issue is that the email server/service/provider for the reservations/itinerary group has, for some reason, blocked, or black listed, my email, and those of many other folks.  To fix this we need to reach out to whoever runs the email for reservations/itineraries and get them to unblock our email addresses.  This has been proven to be an email address-specific issue, not an issue related to my Southwest account or Rapid Rewards account because emails sent to me from my account or from my wife's separate Rapid Rewards account DO NOT reach me, yet she receives email at the same domain as me from EITHER her account or mine. * Lindsey, thanks for listening and I hope you can push for someone in IT or wherever to pay attention.  There is nothing that we can do on our own and I don't want to open and monitor a new email account just for Southwest reservations. ... View more

Thank you for your response, Lindsey. Unfortunately, it is going to take more effort from Southwest than a friendly note in a discussion forum to resolve your ongoing issue. I have already submitted a written request for help through your website (no response except an acknowledgement at this point) and have spoken with your customer relations office in Dallas (after wasting 48 minutes on hold when I was told it would be 25 minutes!). No responses yet, just claims that my "issue is being referred to another department".   You say you can't tackle Customer Service issues on this platform.  Let's look at it this way:  YOU are a representative of Southwest Airlines.  YOU have seen enough emails and heard enough complaints that you KNOW there is a problem in your system.  Maybe an electronic system needs to be tweaked; maybe some people need to be tweaked so that they find the issue, resolve it, and re-instate the blocked emails.  Maybe they could even notify people when their emails are blocked? In any event, you are representing Southwest and you know there is a problem.  You're here to help your customers, respond to our concerns, and share issues with Management.  Why can't YOU talk to someone, email someone, or call a meeting and demand that this known problem be resolved.  Use me as an example if necessary to help identify the problem.  Some department's emails get through, so it's ONLY a problem with the system used by your reservations/itinerary system so you know where to look. I've called, I've emailed, I'm asking you to help. Thank you. ... View more

I have the same problem and have not received itinerary emails from Southwest (neither the automatic ones, nor ones I request when reviewing my existing reservation) for months. I did a test this morning, where I sent emails to two different emails at the same domain, and one each to two other domains.  All but one of these are hosted by the same vendor (inmotionhosting). EVERY email came through just fine, except for the one account that doesn't work - this includes a total of three domains at two different web hosts, so it's clearly an email-account specific issue. My host could find no evidence of the missing email arriving at their server, so the issue is clearly at the sender (Southwest). WHEN IS SOUTHWEST TECH SUPPORT GOING TO GET INVOLVED AND RESOLVE THIS ISSUE?   This is a duplicate post as this thread seems to be newer than the prior thread I responded to. ... View more

I have the same problem and have not received itinerary emails from Southwest (neither the automatic ones, nor ones I request when reviewing my existing reservation) for months. I did a test this morning, where I sent emails to two different emails at the same domain, and one each to two other domains.  All but one of these are hosted by the same vendor (inmotionhosting). EVERY email came through just fine, except for the one account that doesn't work - this includes a total of three domains at two different web hosts, so it's clearly an email-account specific issue. My host could find no evidence of the missing email arriving at their server, so the issue is clearly at the sender (Southwest). WHEN IS SOUTHWEST TECH SUPPORT GOING TO GET INVOLVED AND RESOLVE THIS ISSUE?   ... View more