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Southwest Airlines Community

Cancelled Flight and No Communication

httpantwon
Explorer C

What do you do when Southwest waits until the very minute that it’s time to board to tell you that your flight has been cancelled and they don’t respond to your emails, messages, or tweets after making/filing a complaint?

6 REPLIES 6

Re: Cancelled Flight and No Communication

TheMiddleSeat
Aviator A

Cancellations happen.  When they do, you go to the gate desk and nicely ask to be rescheduled.

If you want to file some "complaint" you can use the contact us link at the bottom of the page and send a message.  Responses take time.

 

--TheMiddleSeat

Re: Cancelled Flight and No Communication

parpitt1
Frequent Flyer A

What airport did this happen at?

Me personally, I've had this happen, but cancellations at the gate are pretty structured. they announce the cancellation on the overhead and tell everyone to go to the desk.

Once a cancellation occurs it also pops up in the SWA app and offers rebooking options, typically I rebook on the best option presented to secure an "option," then I call/research to see if I can book a more preferred alternative time wise or direct fly wise.

 

Re: Cancelled Flight and No Communication

jksobonya
Aviator A

You are at the airport. Why aren't you talking to Southwest there, at the gate / service desk? 

 

--Jessica

Re: Cancelled Flight and No Communication

LacyRussell
Explorer C

We were supposed to fly out yesterday morning at 5:40am, to Atlanta, then to Orlando.  they delayed the flight until 6:30am. The gentleman at the front desk made an announcement that they were waiting on the maintenance man to sign a paper and we could go! That was at 6:10am. Literally 5 minutes later, we get an update that the flight was delayed until 7:30. Still ok for us because we were going to make our destination in time. THEN, we get an email at 736am stating that the CANCELED the Orlando flight! No announcement was made, nothing! We panic and go up to the customer service area which was now PACKED! They then decided to start boarding the flight while people were still scrambling to get their flights in order. We needed to be in Orlando by 2pm at the latest to make it to our port for our cruise that left at 3pm. They scheduled us on a flight at 540pm and wouldn’t have made it to Orlando until 8pm. Obviously way out of the time limit. When we FINALLY make it up to customer service the lady responded and said “try your luck in Atlanta or with a different airline”! Like zero care at all!! Let’s not forget to mention that our bags were STILL on the plane so even if we made it we would of had to wait for our bags and scramble to find another flight, check our bags, go through security, and make the only other flight out of delta at 1040 (paying almost 1600 for this flight) when the southwest flight would have landed at 940am! There would have been NO TIME!! Not only did they cancel our flight, but essentially ruined our trip and we had to cancel!! Southwest OWES us!! And I WOULD NEVER RECOMMEND FLYING WITH THEM! They should have tried harder to help us and they couldn’t have cared less!! They weren’t helpful, they just said “oh well, sorry”

Re: Cancelled Flight and No Communication

dminarich
Explorer C

Southwest did the same with me. Cancelled flight, no communication. 800 Customer service then wants to charge me a $125 cancellation fee (did not know that Southwest even did that). Then when I asked about them charging me a fee when they cancelled my flight they hung up on me.  I called back in and they did the same thing.  As an aside, I was very cordial when on the phone.  Southwest has lost their way.  They are no longer the airline they used to be.

Re: Cancelled Flight and No Communication

TheMiddleSeat
Aviator A

@dminarich clearly not Southwest Airlines if there was a cancelation fee. Perhaps Southwest Vacations or some other company unrelated to Southwest Airlines.

 

--TheMiddleSeat