My husband and I recently had a cancelled flight on our way to Sonoma. We were flying into San Francisco and the flight was canceled due to fog (after being delayed twice). Rebooking to fly into another airport was not difficult and I feel Southwest did a good job using multiple desks to handle the number of people affected. This was the first time I ever experienced and canceled flight, so my biggest surprise was that our luggage was not going to be taken off the plane or redirected to our destination (going into a different airport). If we were staying in San Franciso I guess it wouldn't have been a big deal, but we were driving over an hour away to stay in Sonoma for our anniversary and were told we would need to pick up our luggage the following day back at the San Franciso airport. I carry medical supplies with me because I take insulin (part in my carry on and part in my suitcase) so in the end, we were able to get our suitcases rerouted and they arrived with us. To be fair, I understand Southwest didn't cancel the flight voluntarily, the weather and subsequent delays made it impossible to keep that flight in the schedule without impacting all the other flights down the line. However, I booked the flight and rental car through Southwest, had to pay over $100 more changing the rental car at the last minute to our new airport pickup and had to work to keep my luggage with me. I don't know that there is a viable fix, but it certainly changes how I prepare for a plan B scenario. All in all, though, I feel like the employees we interacted with tried their best to take care of us.
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