Southwest Airlines Customer Service Issues

Arrived in Orlando with my family on our way to Denver, but our flights were canceled due to weather conditions at Denver Airport. We were rerouted to fly from Nashville to Denver with a layover in Orlando, only to discover our second flight was also canceled. They suggested flying to Hartford, Connecticut and then to Denver the next day, but that flight got canceled too. After dealing with long airport waits, I found out my luggage had been left in the rain for hours. Following failed attempts to secure a flight, even offering vouchers from the night before, my efforts were in vain. Despite being a loyal Southwest Airlines customer, they refused to accommodate me. Stranded in Orlando with wet clothes, I felt frustrated and desperate to reach Denver as soon as possible.

I am experiencing an issue with Southwest Airlines regarding a flight credit for my recent trip. On March 28th, there was confusion as I did fly with Southwest. The airline claimed I did not cancel a flight, but I actually took the second flight on the same day, not the first one I supposedly missed. I believe this confusion warrants a credit for Confirmation Number RK6SQB. Southwest should verify their records, as I am a frequent flyer with them. Thank you for addressing this matter.

During the recent events at Ft. Lauderdale airport, while still in the air, an announcement was made that texting would cost $2.00. I understand that Southwest is not responsible for this tragedy, but is it right for them to capitalize on it? It's not a good business practice and comes off as tacky. The airline should feel ashamed. Every passenger on the plane incurred additional expenses by diverting to Orlando, not to mention the added stress of waiting for baggage, renting cars, and in my case, a three-and-a-half-hour journey back to Ft. Lauderdale.

Over the weekend, I received a notification at 10 a.m. informing me that my flight from Reno to Denver was delayed, causing me to miss my connecting flight. After contacting SWA, I found out the last flight from Reno was at 12:35, requiring us to rush and cut our trip short. Unfortunately, we had to go through LA and Phoenix to get home, and despite paying for Early Bird check-in, we received a C boarding pass out of LA. It was a disappointing experience that tainted our special anniversary celebration trip. I was instructed to seek a refund for the Early Bird fee, and I also hope for some compensation for the inconveniences faced during our return journey. The lack of updates and care by SWA staff at the Denver gate added to the frustration. I would appreciate your assistance in resolving these issues. Thank you. - Sharon Amend

On 4/23, my daughter’s school trip got off to a rocky start when her flight was canceled without notice, causing them to miss a whole day of activities. The travel agency sorted out the details, but there were setbacks. They received a voucher for the inconvenience, though it should have been more due to needing to travel from a different airport. Shockingly, the voucher was issued in another student's name, not my daughter's. Upset by the error, I reached out to Southwest to have it corrected, but they refused. This lack of flexibility felt like poor customer service, leaving me dissatisfied. Although I was assured it could be fixed, I remain skeptical until it's resolved.

We were scheduled to fly on flight number [redacted] from Denver to Los Angeles on May 14, [redacted], departing at 5:10 AM with confirmation code WJYVF5. I received a notification that the flight was cancelled when it was time to board. Upon reaching the customer service desk at Denver International Airport, the representative seemed unaware of the cancellation before finally confirming it. Unfortunately, no reason was provided for the cancellation. We were rebooked on a flight at 2:35 PM on the same day. I am requesting compensation for the additional expenses we faced due to the cancellation. We had to stay at a hotel near the airport the night before the early morning flight, which could have been avoided had we known about the later flight time. Additionally, both my husband and I missed a day of work. We originally chose the early flight to ensure we could return to LAX and resume work promptly. Moreover, we had to buy breakfast and lunch at the airport, which was an unexpected cost as we had planned to eat at home.

We would like to request a pass to go through security to meet our son briefly during his layover with Southwest. His flights are Ft [redacted] arriving at BWI at 11:55 am on 6/17/18, and then departing on Ft [redacted] at 2:50 pm to SLC. As seniors, we don't often get this opportunity, and we are already registered with Southwest as seniors. We are hoping to obtain passes at the airport ticketing desk. Any assistance in making this possible would be greatly appreciated. Thank you. Sylvia Flaton

I'm typically a loyal supporter of this airline as an a-list preferred flyer, but I want to share my recent disappointment. My wife required medical pre-boarding assistance for our flight from FLL to BNA, and despite arriving at the gate promptly, the gate agent seemed unhelpful. I informed him of the need for pre-boarding coordination, but he was slow to act, only saying he would call someone. Unfortunately, as boarding time approached, there was still no assistance provided. The gate agent dismissed my request, which left us feeling unsupported. The delayed arrival of customer service staff further exacerbated the situation. This experience was a stark contrast to the customer-centric service I have come to expect from this airline. Despite my frequent travels with them, this encounter has left me feeling let down and unappreciated as a dedicated customer.

Southwest Airlines Co. [redacted] Love Field Drive Dallas, Texas [redacted] Dear Southwest: I want to give praise to one of your phone supervisors, Jacklin, Agent # 41. She was exceptional in helping me and my fiancé after our flight was canceled, providing excellent service that made us feel appreciated despite the situation. Jacklin's professionalism, competence, and helpfulness stood out in a challenging situation, and I believe she deserves recognition for her outstanding work. I'm grateful for her assistance in getting my fiancé on a flight home promptly, allowing her to meet work commitments the next day. Jacklin's dedication and positive attitude made a significant impact on our experience with Southwest Airlines, and I wanted to share this positive feedback with you. Sincerely, Joseph Henderson

Dear Southwest team, I want to express my gratitude for your outstanding service. I am reaching out to purchase a "One-way" ticket for my 6-year-old daughter and my sister, who is 42 years old and will be traveling from SJU to MCO on 8/08/18. My sister will be returning on 8/11/18. The arrangement involves a one-way ticket for my daughter (SJU-MCO) and a round-trip ticket for my sister (SJU-MCO-SJU). Could you please advise on the best method to purchase these tickets? Do you have an office in Puerto Rico, or would I have to visit the SJU LMM International Airport in person for this transaction? I appreciate your guidance on managing this split ticket scenario, with one "One-way" ticket for my daughter and a "Round-Trip" ticket for my sister. Thank you for your assistance and attention to this matter. Best regards, Douglas Lawston

I would like to share my recent flight experience which was unfortunately filled with delays and miscommunication. The flight was originally scheduled to depart from Baltimore at 7:55 pm and arrive in New Orleans at 10:30 pm local time, but it was continuously delayed, eventually taking off at 11:40 pm. Upon arriving at the gate, I had trouble retrieving my boarding pass for myself and my 4-month-old son from the self-service kiosk, and then had to deal with a live agent. Later, when we were at the gate, we were informed that the flight had been moved to a different gate, causing confusion and inconvenience for all passengers. This lack of communication added to the frustration of already being at the airport since 5:30 pm. The overall experience was quite problematic, especially considering we didn't get home until 1:30 am and had to return to work early the next morning. The lack of organization and communication from the airline staff at BWI airport was disappointing.

I traveled from Memphis, TN to Chicago, IL on 7/22/18 on Flight #[redacted] with reservation # N4QFDV and reservation # MTU9LC. The departure time was 7:15 p.m., and we arrived in Chicago at 8:45 p.m., but the flight was significantly delayed. While I understand that delays can occur due to circumstances beyond our control, the lack of communication from the staff was disappointing. It wasn't until around midnight that a staff member finally explained the reason for the delay, mentioning that the plane was waiting for flight attendants to arrive. Throughout the wait, I received multiple automated calls updating me on the flight status but failed to provide a reason for the delay. Due to the cold waiting area, I had to spend additional money on clothing, blankets, and food to stay warm and fed. This disruption also affected my work schedule and my son's summer program. Moreover, there were family members with medical disabilities like Dementia, Kidney disease, and Colon Cancer, who faced challenges as well. The uncomfortable seating and lack of staff assistance made the experience even more difficult as we tried to support each other, especially those who were temporarily wheelchair-bound. I kindly request Southwest Airlines to consider reimbursing some of these additional expenses incurred during the trip for myself and my two children. Any assistance in this matter would be greatly appreciated. Thank you.

Our group had originally taken the day off to enjoy a full day in Napa Valley. We planned to arrive in Oakland early to avoid traffic, but due to a 4.5-hour delay, we landed at 3:30. Missing the shuttle, we had to take two Uber cars to reach Napa Valley, only to be stuck in two hours of traffic. While I understand our situation is unique, I was disappointed to spend my vacation day in an airport, losing income from work. I have always been a fan of Southwest, and I hope to not have a similar experience in the future. I kindly request additional compensation for my wife and me for the inconvenience. Flight number: [redacted] on July 18, [redacted] from Midway to Oakland My name: John K., Rapid Rewards number: [redacted]11, cost: $[redacted].97 My wife’s name: Katherine K., cost $[redacted].97

On Aug 1st, my son was traveling with his three kids, ages 4, 7, and 9, from MA back to Texas. The first leg of their flight went smoothly, but upon arriving in Baltimore, everything went awry. Flight [redacted], scheduled for 10:40, was delayed until 1:35, then abruptly canceled at 11:46. He had to make last-minute arrangements at the airport to care for his children and spend the night there. Rebooked on flight [redacted] the next morning at 6:25, they faced another delay and eventually departed at 7:30. After a two-hour drive home from Houston airport, only to discover their luggage soaked and clothes wet. This must have happened due to the luggage being left outside overnight. Flight [redacted] also included two stops before reaching Houston. It was a lot for three young children to endure, adding stress to their father's already challenging situation. I am inquiring about potential compensation to alleviate the difficult circumstances my son and grandchildren had to endure.

I had a terrible travel experience recently with Southwest Airlines due to extensive miscommunication among their staff, resulting in two very long days of travel. The ordeal began on Friday, July 27th, with flight [redacted] from DEN to IND, which was fine. However, upon arriving in IND, I experienced multiple delays, culminating in the cancellation of flight [redacted] to EWR. When I tried to get assistance from customer service, I was initially only offered a $78 hotel room voucher, and it took multiple interactions to finally get a solution. Despite being reassured by different agents about my flight back to EWR, there were continued issues with my booking. I encountered problems with standby status and a lack of proper communication between the staff, leading to significant frustration and disappointment, especially as I am a loyal Rapid Rewards member. Overall, this experience was far from the usual standard I expect from Southwest Airlines, and I hope they address these communication issues in the future. - Molly F. RR [redacted]2

I had a reservation for a 4:40 PM flight from RDU to SMF (confirmation ODHCIO). Following weather delays in Phoenix, my flight was rescheduled multiple times, resulting in significant delays. After numerous setbacks, we were set to depart at 10:55 PM, but boarding didn't commence until after 11:30 PM due to a pilot change. Subsequently, at around 12:30, we disembarked because the pilot was too fatigued to fly. I spent 38 minutes on hold trying to rebook as the customer service line was overwhelmed. When I finally spoke to an agent, they were unable to assist, leaving me stranded at the airport for an additional 5 1/2 hours without luggage, food, or warmth. Despite acknowledging the uncontrollable weather, the lack of timely communication and support from Southwest was disheartening. The absence of basic provisions like food and drink heightened my disappointment in the handling of the situation. The failure to provide adequate customer care, especially in comparison to other airlines, has left me feeling neglected and mistreated during this challenging experience.

On our journey today with Southwest from Orlando to St. Louis on Flight [redacted], my family encountered some unexpected issues. Despite purchasing early bird check-in, we found that around [redacted] passengers had already boarded ahead of us, leaving us puzzled about the benefit of this service. The experience was further marred by delayed flights causing us to miss a significant event and discovering our seats were unclean. This has left me feeling dissatisfied with Southwest today, making me reconsider my future choice of airline. While I have previously found Southwest to be comparable to other airlines and convenient for flying to St. Louis, the events of today have cast doubt on the value of using Southwest in the future.

I need assistance. Recently, my Fronier flight was canceled for the second time this month, and they've agreed to reimburse me. However, I require documentation from Southwest to confirm the cash value of the flight I took using frequent flyer miles. I flew from Denver to Omaha on August 10th after booking on August 9th. My confirmation number is MX8A54. Can you please email me the cost it would have been without the FF Miles if purchased on August 9th? I've observed Southwest's exceptional customer service as a frequent flier and credit card holder, which truly surpasses other airlines. Thank you for your help. Email me at [redacted] My frequent flyer number is [redacted]96. - Theresa G.

I have a Southwest Airlines LUV voucher worth $[redacted].97 per person for two people as reimbursement for a flight canceled in September [redacted] due to wildfires in the northwest US. Recently, I used this voucher to book a trip to Colorado in September [redacted]. The agent told me I only needed to pay $83 in taxes, but my credit card was charged the full amount of $[redacted].92. The confirmation number for the new booking is O3KAML. Although the voucher is valid until February 9, [redacted], we won't be traveling after September [redacted]. I'd like the voucher funds applied to the current trip. Your help is greatly appreciated to avoid losing these funds. Thank you. Names: Martha L. Sarno & Michael J. Sarno Jr.

Subject: Flight Delay Complaint Dear Sir/Madam, I am writing to express my disappointment regarding the delay of Flight [redacted] from BOS to BWI on Saturday, August 25th. The departure time of 7:15am was pushed back due to a gate change caused by mechanical issues with Flight [redacted] to Nashville. This unexpected swap of planes resulted in a delay of over an hour and a half, disrupting my travel plans significantly. I am curious as to why passengers of Flight [redacted] were affected by the plane substitution. Does Southwest have a policy of switching planes with technical difficulties between flights, causing unnecessary inconvenience to passengers? I appreciate your attention to this matter and eagerly await your response. Sincerely, Vanessa N. Rapid Rewards# [redacted]91