11-22-2020
10:24 AM
I just was awarded my first ever companion pass and I am thrilled- except that the rules are it has to be used by February 2021! Are you kidding me? There is a pandemic that is raging through this country and it’s only getting worse. How could Southwest put such a stupid restriction on this award???? Where is there compassion and empathy? We can’t travel. We can’t put ourselves at risk just to use a free flight. They really should extend these type of things. Am I being unreasonable?
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04-17-2018
11:33 AM
04-17-2018
11:33 AM
Thank you for writing in and your compassion. I did communicate via email with Customer Relations. Sarah Watson from Southwest wrote back that they were sorry it happened but an airplane switch was needed to minimize delays elsewhere. The vouchers issued to everyone on the plane was their blanket compensation and nothing more would be done except they will "document our feedback via their monthly summary" with the Senior Leaders. I am still flabbergasted at this response and that they will do nothing more. If they would have even looked at my situation and saw the reprocussions I had to deal with because of this they should have at the very least offered a refund of my points spent. Even a partial reversal would have been going above and beyond and something I would expect of Southwest. I work in customer service so I know that no matter what happens with our product we can ALWAYS control our service to our customers and at the very least have them leave knowing they were treated more than fairly. I thought Southest had the same belief system.
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04-05-2018
09:49 AM
04-05-2018
09:49 AM
I use to use Southwest as my “go to”airline. I repeatedly read articles on how great the service is but I have had the worst experience today and now am thinking of switching to Frontier Airlines as my main travel between Buffalo and Tampa.i was booked on a 6:55am flight today to Tampa. Flight# 460. Direct flight buffalo to Tampa. The first thing that was odd was the flight scheduled to depart around the same time but had Baltimore as the destination was getting announcements that their flight was being relocated to our gate. After they boarded all of them they announced that we would be switching to the next gate- the one that the Baltimore people were st originally. At this point they told us OUR flight was delayed until 12:40pm due to a mechanical issue and the attendant told us that the Baltimore flight was loaded into OUR plane!! So obviously people were furious! Our flight, our plane was in working order- you gave it away! That is ridiculous - the worst in customer service I have ever experienced. Why is their time overall more important than mine?? It’s not! My flight to Tampa was well timed purposely because my 87 year old father was scheduled for a colonoscopy this afternoon!!! Now it’s not a routine one- he had colon cancer and is sick again- and I needed to be by his side if he finds out he has cancer again. He shouldn’t have to ask a neighbor in his senior apt complex be with him for such a crucial appt! His daughter should be. Now, He has had to postpone because he is afraid to go through this without me! know they will say the $200 voucher given out should be enough compensation / but for me in my case it doesn’t come close. I’m going to have to fly down there multiple times for his rescheduled appt and further cancer testing. I have no idea how much this is going to cost but it’s going to be way more than $200. I feel like this compensation should be adjusted. Every case is different. I know that. I work in customer service too. The stress and anxiety this has caused both me and my dad in immeasurable. I hope that Southwest can be the company I always knew they were. First in class for customer service and make this right. I thank you for taking the time to read this .. and most importantly I hope my delayed flight actually gets off the ground this afternoon on time.
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