10-03-2022 11:22 PM
Picked up luggage from baggage claim and extended handle to roll away except it didn't roll. All 4 wheels were broken off somewhere between when check in desk and who ever loaded my baggage at final destination. I know it had 4 wheels when I wheeled it to the counter to check in at departure. I went to 3 different Southwest Employees and they all said the same thing. They told me "If it's not new we can't do nothing." I said that's BS. I'm a paralegal and I know you have a policy on damaged baggage. They shooed me away by saying file a claim online. Way to go on customer service.