Southwest Airlines Customer Service Issues

My mother, using confirmation number RR2U8U, has been incapacitated for months, and her condition has worsened, preventing her from traveling. Despite being informed that I must wait until her funds are depleted to transfer them to me, I was recently told that I need to provide doctor's proof to access the funds. This process may take too long, considering the urgency of the situation. As a long-standing customer, I am dissatisfied with how this matter has been handled. With my teaching responsibilities until December 19th, I am requesting a more efficient and compassionate resolution, especially given the circumstances surrounding my mother's health. Your prompt attention to this issue would be greatly appreciated.

I am scheduled to travel tomorrow at 6am from CMH to ALB via MDW, with a return on Dec 29th following the same route. Due to illness, I am unable to make the trip and would like to put it on hold until I recover. My name is Vicki Baker, residing at [redacted] Sunnybrook Trail, Enon, OH [redacted]. I appreciate your understanding and look forward to rescheduling when I am feeling better. Thank you. Vicki Baker.

I need assistance changing my husband's flight originating from Belize, and he's using a companion pass. Despite attempting to contact customer support via phone, all numbers redirect to inoperable call forwarding. Could you assist us in rescheduling his flight? I can share our confirmation numbers, and we've also tried calling the international number for Belize. You can reach me at [redacted]. It would be greatly appreciated if we could receive a callback.

We are a group of 4 traveling from San Antonio, TX to Ft. Lauderdale, FL on 02/15/20. Our return flight is scheduled for 02/23/20. We need to replace one person in our group due to unforeseen circumstances. We were informed that we may have to cancel the original ticket, lose the funds, and purchase a new ticket for the replacement. We are hoping to change the name on the ticket without additional costs. If a cancellation is necessary, we are curious if the credit can be used by someone else. Lastly, we would like to know if we can book the new ticket while canceling the existing one to ensure the new person is on the same flights as us. Thank you for your assistance in resolving this matter.

Hello, I am currently experiencing an issue with a flight my husband was on. Instead of flying to Las Vegas, he ended up in Verona, Italy. He asked the flight attendant if it was the correct plane, and was mistakenly assured. Now he needs assistance getting compensated in Verona and a voucher to get back to Las Vegas promptly. This situation is urgent as my husband is hearing impaired and requires special assistance to ensure he safely reaches his family in Las Vegas.

Hello, my name is Natasha Gray. My husband and I frequently use your airline services. Unfortunately, there was a mix-up on his recent flight. Due to his special needs as a hard of hearing individual, he accidentally ended up in Verona, Italy instead of Las Vegas. I kindly request your assistance in arranging for him to board the next available flight to Las Vegas from Verona. I believe some form of compensation and accommodation, such as a hotel stay, is warranted in this situation. As a concerned wife, I am disappointed by this incident and urge you to prioritize his safe return home. Thank you for your prompt attention to this matter.

I have a friend who is very ill, and I want to be by her side during her final days. I managed to book a round-trip flight at a lower cost than a one-way ticket back. I am hoping to get on a flight to Grand Rapids, Detroit, or Chicago from Albuquerque, NM, on the 28th. I would like to use the points from my return flight originally scheduled for the 30th for this purpose. Could you assist me in either using these points for a different flight or paying the fare difference? Your help would be greatly appreciated.

As the spouse of an A-list priority customer, I frequently fly with my husband. Recently, our flight from Jacksonville to Ft. Lauderdale was canceled, which was disappointing. When discussing this with a staff member, they recommended contacting the company, as they may not be aware of the impact such cancellations have on valued customers. I urge you to reconsider this decision as maintaining this flight would greatly benefit our family. It would allow us to visit each other more frequently, especially since we live six hours apart and have recently lost both our parents. Your understanding in this matter would mean a lot to us. Thank you for considering this request. Sincerely, Donna Merrell, a loyal Southwest flyer.

We were scheduled to fly out yesterday at 2 p.m. on Flight [redacted] from Houston to Dallas, then on to Lubbock. Due to thick fog, our Carnival Vista Cruise was delayed, and we couldn't dock until 3 p.m. We contacted customer service at 11:30 a.m. to switch our flight to the 8:30 p.m. one. However, we were charged extra money and points for the change. At the airport, the attendant mentioned we shouldn't have been charged because it was a weather-related issue. A total of [redacted] points were deducted from my Southwest card, and approximately $[redacted] per person for my husband and daughter. Is it possible to get a refund for this? The confirmation numbers are JIGC2W for Angela Younglas and JIBN37 for Larry and Kasie Younglas.

Recently on Southwest flight [redacted] from ICT to PHX, my spouse and I encountered a situation where a passenger in seat 7D had his dog on his lap during the entire flight. I've just read in the SW flight magazine that dogs are required to be in a kennel under the seat for the duration of the flight. I am not comfortable with dogs on airplanes, especially as I am allergic to dog hair, and unfortunately, we both have experienced a past hijacking incident (TWA Flt [redacted] in Beirut). In the event of an emergency evacuation, having a dog in the aisle could be problematic. As loyal Southwest Companion flyers for the past five years, we are now contemplating switching our focus to another airline. Can you please clarify your dog policy so we can make an informed decision on our air travel plans for [redacted]? Thank you.

On January 16th around 5:00 pm, I arrived at St. Louis Airport for my connecting flight to Chicago and then Atlanta. The departure was scheduled for 6:25 pm. After checking the departure board, I proceeded to Gate 33 as indicated. Unfortunately, the flight to KSTL was delayed, which I was on to Chicago. Despite waiting at Gate 33, at 6:50 pm, I heard my name being called for boarding at Gate 10. I rushed over but found out my boarding pass had been canceled, and I needed to see a customer service agent at the gate. The boarding agent even had to ask someone to stop canceling boarding passes for passengers at her gate, which is unusual for Southwest Airlines in St. Louis. When I approached the service agent, named CONNIE, she informed me that my entire reservation had been canceled due to not being in the boarding area 10 minutes before. CONNIE handled the situation rudely and unprofessionally, threatening to call the police when I expressed frustration. Fortunately, a supervisor intervened and reinstated my reservation. Now, I am left hoping my bags will meet me in Atlanta tomorrow morning. Southwest Airlines needs to address the behavior of Ms. CONNIE as it is damaging their reputation.

During my trip back from Las Vegas on June 25, [redacted] (Confirmation number: LF42SQ), I found myself on a layover where Southwest gate attendants were seeking volunteers to give up seats for other passengers. I, Francis P Riordan, volunteered but fortunately, no "bumping" was necessary, and I could continue with my original flight. As a gesture of appreciation, I received a $[redacted] flight voucher. Unfortunately, I seem to have misplaced this voucher and I am having trouble locating it. I am hoping there might be a way to resolve this issue.

I recently had a flight to and from Nashville on January 30th, returning to Richmond, VA on February 3rd. This trip turned out to be one of the worst experiences I've had. My flight to Nashville was delayed in Atlanta, GA until 12:55 am on Friday, arriving in Nashville at 1 am. Due to the late hour, I had to rent a car to reach my destination located 40 minutes outside Nashville. Upon my return trip to Richmond, scheduled for 8:05 am, I arrived at the airport at 6:30 am, only to find out the flight was delayed multiple times until 9 am. This caused me to miss my connecting flight, resulting in me being late for work. I found it challenging to get information from Southwest's customer service agents, and the delays were attributed to maintenance issues. This entire ordeal caused me significant inconvenience, financial loss, and even led to me falling ill with a cold. I hope to hear back from Southwest regarding this matter as my future loyalty with the airline is uncertain. Thank you for your time. Dee

Our scheduled flight # [redacted] from Baltimore to Chicago Midway at 9:35pm on January 24, [redacted], was abruptly cancelled without explanation. After being unable to find an alternate flight home in time for a family funeral, we had to resort to renting a car and driving through the night to reach our destination. Upon questioning the disappearance of our luggage while the flight made it to Chicago, we received a shocking and disrespectful response from a Baltimore service representative that left us bewildered. Despite the added costs and inconvenience, we made it to Indiana just in time for the funeral. The lack of compassion and communication from the airline staff during this difficult time has left us deeply disappointed and compelled to share our experience with others. Best regards, Nancy P.

My first flight experience was quite challenging. The engine failed, leading to a return to the terminal. After boarding a second plane, we encountered issues with that aircraft as well. I asked a flight attendant for a drink for my daughter, who has severe allergies and was without food. The attendant suggested I should have packed snacks. We had arrived at the airport at 5 am prepared, not anticipating a lengthy delay due to technical problems. Our original arrival time in Denver was 8:45 am, but now we won't reach until 3 pm, causing us to miss out on our Great Wolf Lodge hotel reservation. This has left my kids with only 3 hours at the water park instead of the planned 8 hours. I'm extremely frustrated and disappointed, especially since I can't rebook the hotel for the weekend. I would appreciate your assistance in finding a suitable resolution for this situation. Thank you.

We recently celebrated our 50th wedding anniversary with a cruise and flew Southwest Airlines. It was a wonderful experience! Our friends, Jimmy and Brenda Jackson, were seated in B56 & B57 out of STL and A59 & A60 out of Florida. Chuck and I were in seats B58 & C05 out of STL and B01 & B02 out of Florida, also celebrating our 50th anniversary. Jimmy and I are 70, and Anita and Brenda are (younger) lol. We've been friends since school and neighbors for 30 years. We are all heading to Aruba together from February 16th to 21st. Our flights are [redacted] out of STL and [redacted] out of Florida to Aruba. Southwest Airlines has always been fun and great. We understand it's short notice, but mentioning our friends would be wonderful. Thank you, Southwest Airlines, for being the best in the world! Your friends, Chuck & Anita Phillips.

This morning at 6 am, I attempted to check in for my Southwest flight using the confirmation code provided, but unfortunately, I received an error message stating "no upcoming trips." Subsequently, I received an email indicating that I may lose the funds since I failed to check-in. Despite my efforts to cancel a reservation that Southwest claims does not exist, I am facing difficulties. As a person with a disability who relies on a service animal, traveling to see my mother who is unwell, and struggling with financial constraints, losing $[redacted] is not something I can afford. I possess phone records and screenshots from the website as evidence of my attempts to utilize my reservation. I suspect Southwest may have mishandled my reservation due to my service animal, without providing proper notification.

I would like to make changes to my daughter's flight. My daughter, a college student at Southern Methodist University, is currently scheduled to fly from Dallas to Ft Myers on Flight #[redacted] on Thursday, 3/12. Despite no reported cases of the coronavirus at SMU, students are advised to leave early for spring break. We are seeking to change her flight to Wednesday, 3/11 due to these circumstances. We have been loyal customers of Southwest Airlines and hope to adjust the flight without incurring additional charges or being penalized during this challenging time. Original Flight Details: - Flight: Thursday 03/12/[redacted] - Flight #[redacted] - Departure: DAL 5:45PM Dallas (Love) - Arrival: RSW 9:10PM Requested Flight Change: - Flight: Wednesday 03/11/[redacted] - Flight #[redacted] - Departure: DAL 5:45PM Dallas (Love) - Arrival: RSW 9:10PM

I have a $78.00 credit with Southwest expiring on April 30th. I kindly request an extension until August 30th. Originally, I planned to visit Corpus Christi for my 75th birthday, but due to health concerns linked to the virus and my age, my daughter decided to come to me instead. The confirmation number for the credit is MN244H, and relevant correspondence is under file number [redacted][redacted]. My name is Carole Hines, and my current phone number is [redacted]. Preserving this credit is important, and with my daughter's birthday in August, an extension would be greatly appreciated. Thank you for your assistance.

I have a group reservation under confirmation number M4537A for students traveling to Phoenix, AZ for a baseball Spring Training, which has been cancelled due to the Coronavirus. I need to cancel the tickets and was considering changing the date to March [redacted] to avoid losing money. I understand I will need to change the names on the reservation. Would changing the date be a better option than receiving vouchers under the current names? I would like to limit the financial loss. Please advise on the best course of action. Thank you, Connie W. from Tigard-Tualatin School District in Tigard, OR.