Southwest Airlines Customer Service Issues

I am disappointed with Southwest Airlines for informing me just 3 days before my flight to Ft. Lauderdale on 3/12 that middle seats may be occupied. I understand this to mean they will be occupied. I need to be in Port St. Lucie on Friday and cannot change my travel date. With Spring Break approaching, having potential crowded flights is concerning for maintaining COVID protocols. Southwest's last-minute notification has left me with no viable options. Original Message From: Southwest Airlines Hi Linn Carnahan, Southwest Airlines has informed that on your flight to Ft. Lauderdale with Confirmation #4332LZ, middle seats may be occupied. While we are offering assistance for changes, unfortunately, we do not currently see similar flight options for the same travel date. If you wish to explore alternate flights within three days of your departure, please contact us at 1-[redacted]-I-FLY-SWA for support. Please note that last-minute ticket purchases may lead to fully occupied flights.

I contacted what I believed to be a travel agency for assistance with a flight I booked with Spirit Airlines. I requested a refund to rebook with Southwest. The agent was helpful, but I'm waiting for the email with the confirmation. I can't remember my Southwest account details. Dealing with the loss of my mother has made everything harder. I've been on hold for hours, frustrated by the wait and unhelpful agents. I just want my new flight details emailed to me.

I was on Flight #[redacted], which had to turn back due to a passenger's medical issue. After missing my connecting flight to Boise, I arrived late, and the counter was closed. This caused a 6-hour delay, making me miss important plans. I had to rent a car and stay in a motel. I am seeking compensation for the flight, car rental, and lodging.

I will be traveling with a group of 12 people in May and recently discovered that the return flight times for all of us have been altered. We have 5 separate reservations made by each family within the group, which has caused complications as we rented a large van that accommodates us all and our departure times range from 8:00 am to 4:30 pm. We all chose the same non-stop flight to assist with the small children accompanying us and to avoid long layovers. Upon checking your website, I noticed there are group reservation options for parties of 10 or more. I am hoping to group our reservations together to ensure that any future flight time changes would apply to all of us, creating a unified itinerary. Unfortunately, my previous attempt to contact customer service resulted in a long wait time, leading me to disconnect the call after an hour. Any assistance you could offer would be greatly appreciated.

I am trying to report concerning behavior by two individuals, Marla Willis and Heather Walker, who are employees living in Cocoa Beach. The Bervard County Sheriff's Office is informed but waiting for concrete evidence of their activities. It is suspected that drugs are being smuggled on Southwest Airlines flights, with Marla Willis possibly involved due to her work as a flight attendant. I am willing to provide more information if needed through a deposition. Please contact me via email at [redacted] or at [redacted]. Despite these issues, I still believe Southwest Airlines is a great provider and hope for your cooperation in this matter. Thank you.

I requested a 2-week extension on my credit expiration date due to Covid causing me to cancel my trip. The response I received was not helpful; I was only granted a 6-month extension compared to others who received a longer one. I need to book for my grandkids' school ending on June 9, but my credit only lasts until May 28. Is there any flexibility? RESPONSE: "Dear Diane, Thank you for your message. I understand your situation and concerns about your travel credit with confirmation number RGCTZ9 expiring on May 28, [redacted]. We aim to assist you with your needs and appreciate your loyalty. We look forward to accommodating your future travel plans. Best regards, Scott from Southwest Airlines"

My family and I purchased tickets to a football game in January [redacted] but couldn't attend. The tickets expired in November [redacted], and due to ongoing COVID restrictions, we couldn't use them. I was advised to wait until April [redacted] to use them through the fall. However, I am now being charged $[redacted] to change the reservation. I plan to travel to Jamaica with friends on October 25th, and though my tickets will expire a few days before, the representative mentioned I can't use them. I would like the expiration date extended just enough so I can fly on the 25th. I need to speak with a representative who can assist me with this change.

I traveled with your airline from Las Vegas to Nashville on March 27. Upon boarding the initial flight, we encountered a delay due to a plane malfunction. After waiting for repairs and switching to another aircraft, we experienced further issues mid-flight and had to return to Las Vegas. Disembarking, we were informed Nashville flights were delayed until Monday. Facing a lack of available accommodations and unresponsive booking systems, we had to secure a hotel at a high cost in a crowded city. Additionally, rebooking was challenging, causing us to miss work and incur unplanned expenses. I am disappointed with the handling of the situation and the lack of timely communication. Despite being promised a flight voucher that was never received, I believe reimbursement for some expenses is warranted given the inconvenience and financial strain the ordeal caused. The whole experience was frustrating and could have been managed more efficiently.

Hello! I hope you're having a good evening. On April 8th, my family and I had a flight from Las Vegas to Atlanta. We originally booked a non-stop flight in December, but in January, we received an email with a change in itinerary for a non-stop flight with different timings. Unfortunately, when we boarded the flight on April 8th, we were notified that there was another change. We were now required to board a flight from Las Vegas to St. Louis and then from St. Louis to Atlanta. This sudden change was quite surprising and left us feeling disappointed, especially after a long journey. I have been a loyal Southwest customer for several years and have another flight planned to New York in mid-May. If these last-minute changes are common practice, it may push me to consider other airlines for my future travels. I have always enjoyed flying with Southwest, and I hope there is a resolution that can address this concern so I can continue to choose Southwest in the future.

Upon deboarding my flight #[redacted] from Phoenix to Buffalo, I experienced a significant injury on my right forearm. While handling my travel briefcase from the overhead bin, I felt a sensation in my forearm which led to bleeding. Passengers behind me noticed the situation, and airport staff assisted in controlling the bleeding until the Buffalo airport fire rescue team arrived around 12:20 AM on 05/02/[redacted]. The injury resulted in the removal of approximately 3/8 by 3/4 inch of skin, and I am currently taking warfarin. I urge authorities to inspect the aircraft luggage bins for sharp objects and consider compensating me for the time spent both at the airport and hospital waiting room. Thank you. - Lawrence R. B.

I have a confirmed flight from RSW to MDW to PDX on July 18, [redacted], returning on July 28 from Seattle to MDW to RSW. My confirmation number is: 4Z6KQF. I received email notifications about changes to these flights recently, but it mentioned I'm flying from Charleston to MDW on July 18th instead of RSW. I understand the return flight change. I live in Naples, close to Fort Myers. Could you please correct this error for me? I'm reachable at marge [redacted] or [redacted]. Dealing with this at 80 years old is overwhelming. I attempted calling but waiting for over 80 minutes is not an option for me. I want to keep my 9:25 a.m. flight on July 18th from RSW to MDW to PDX. Thank you for assisting me with this issue. Marguerite Matson

I used my Rapid Reward miles to book a flight for my son and his family from Nebraska over two months ago. Unfortunately, their flight got delayed, causing them to miss their connecting flight from Las Vegas to Tucson. They had to stay in Vegas overnight, incurring unexpected expenses of $[redacted] for a hotel room, $40 for a cab, and additional costs for food. The delay was due to mechanical issues, not their fault. The fee for their small dog was waived in Omaha due to the troubles. However, in Las Vegas, they were charged the $90 pet fee, which had been waived earlier. The staff in Vegas were reportedly rude to them and other passengers. This situation was stressful, especially with two children in tow. I am concerned about their experience and would appreciate some assistance with this matter. Gary

I'm Patricia Nystuen. I've been a Southwest customer for over a year. I've had to cancel multiple flights due to Covid-19 and my health. I made a reservation on April 30 for a flight from Little Rock to Sacramento on June 21, returning June 28. Confirmation number is 4UR6U5. Shortly after, I received emails changing both my outbound and return flights, resulting in long layovers which don't work for me. This is an ongoing issue with Southwest, and as an 88-year-old loyal customer for a decade, I've reached my limit. I request a refund and the cancellation of my reservation 4UR6U5.

I had a distressing experience with my flight from Sacramento to Washington D.C. on Southwest Airlines, followed by a connecting flight to Abu Dhabi on Etihad Airways scheduled for May 2, [redacted]. My ordeal began when my initial flight from Sacramento to Denver, flight #[redacted] on May 2, [redacted], was delayed due to a mechanical issue, causing a two-hour wait for a new plane. Despite alerting the manager, Michelle Garcia, I was met with resistance when suggesting booking an alternate United Airlines flight. Despite assurances we would make it to Denver on time, we faced further delays and a diversion to Colorado Springs before finally reaching Denver, only to find my connecting flight rescheduled for the next day due to the delays wrongly attributed to weather conditions. The subsequent lack of responsibility from Southwest Airlines staff, including the Ground Operations Manager, added to the frustration, eventually resulting in begrudgingly provided accommodation after other passengers supported my claims of a mechanical failure. I was left feeling overlooked in compensation, contrasting with the treatment received by other affected passengers.

I had an unfortunate flight experience on my journey from SMF to AUH with a layover in IAD on 5/2/21. It all began when my initial flight from SMF to DEN on flight #[redacted] on 5/2/[redacted] was delayed due to a mechanical issue, causing a 2-hour delay until a replacement aircraft was ready. I tried to communicate my concerns to the manager, Michelle Garcia, explaining that I might miss my connecting flight, but she assured me it would all work out. However, the subsequent delays and a diversion to Colorado Springs led to missing my connection and being rescheduled for the next day. The customer service representatives initially claimed it was a weather delay, but after my persistence and support from other passengers, the true reason for the delay was acknowledged as a mechanical issue. Eventually, a hotel was provided for the overnight stay. I encountered challenges and miscommunications throughout this ordeal, which left me feeling overlooked in terms of compensation compared to other passengers.

On May 8, [redacted], my husband and I traveled from PBI to BWI, then to ALB on flight [redacted] with wheelchair assistance. At PBI, we received wheelchairs promptly but had a negative experience during check-in. Despite being early, we felt ignored as the line grew and no one assisted us. An attendant mentioned that others had arrived before us. Eventually, a woman attendant helped, but with an abrupt and annoyed attitude. She mistakenly charged our luggage to my name and $75 on my credit card for an extra bag. After correcting the mistake, she complained and expected a tip. When my husband offered single dollars, she made a rude comment and walked away. As loyal Southwest customers, this was our first time seeking assistance, and the experience left us feeling abandoned and mistreated as senior citizens. We believe this incident warrants attention and compensation. - R. B.

I encountered significant issues on my flight from Detroit to Denver on Sunday, 5/9. A severely overweight individual occupied the middle seat last minute, causing considerable discomfort. Despite paying $40 for early boarding to catch my connection to Phoenix, the person encroached into my space. This resulted in me perching on the edge of my seat for approximately 2 and 1/2 hours, causing inconvenience when flight attendants and other travelers passed by. The situation was not addressed by staff onboard, with the suggestion to contact customer service post-flight. I am requesting a credit as I did not receive the full seat I paid for and also wish to be refunded the $40 for early boarding. Being the final boarding passenger for the Phoenix flight, the tight connection made the situation more stressful. I am dissatisfied with the experience. My reference number is RR#[redacted]21, and I can be reached at [redacted]. - Paul J.

I have travel funds from a flight my family had scheduled during the peak of Covid. The funds, now set to expire on September 7th, were applied to our family account(s), which I greatly appreciated. Recently, I gave birth through IVF, and my pediatrician advises against travel with the newborn. I kindly request an extension for our account funds as we have three roundtrip seats booked from MCI to New Orleans, a significant amount for my family to lose if the funds expire. We have family in New Orleans/Baton Rouge and plan to visit as soon as it's safe for the baby and when my husband can take time off. I am seeking an extension of the travel funds until either the Christmas [redacted] holidays or preferably March [redacted]. I appreciate your consideration and look forward to hearing about the available options. Thank you for your assistance.

I recently purchased two flights from Salt Lake City, UT to Chicago, IL, and from Chicago, IL to Detroit, MI. I also reserved a return flight for Sunday, June 13th. Arriving at the airport an hour and a half before departure, it was my first time flying, and it was a busy Friday. Getting through security took over an hour, and I had difficulty finding my gate as it was quite a distance away. I arrived just a few minutes late at around 2:08pm for a 2:05pm departure and was advised to seek customer service for rescheduling. However, due to the airport's crowded nature, finding customer service was a challenge. Despite understanding Southwest Airlines' "No Show" policy, I hoped for an exception given the circumstances of my first flight. Regrettably, the plane departed promptly. I am requesting a full refund, considering I was present but missed the flight. Your understanding is greatly appreciated. Thank you.

My confirmation number is 4KH6Nj. We had initially booked and paid for flight [redacted] from PVD to BWI and connecting flight [redacted] from BWI to PHX, with the trip originally scheduled to depart at 12:50 pm and arrive in Phoenix at 05:10 pm. However, the flights were changed to [redacted] from PVD to BWI and connecting flight [redacted] from BWI to PHX, causing us to arrive in Phoenix at 08:20 pm. Due to these changes, we were over 3 hours late to pick up our dog from the boarding facility, resulting in him having to stay an extra night. Southwest did not inform us about the added stop in Milwaukee, which was disappointing. Furthermore, during our experience in Baltimore, we were unable to board early despite purchasing A 2&3 positions, and we ended up being the last in line, only managing to sit together by kindly asking another passenger to switch seats. I kindly request a refund of $[redacted] for the early boarding charges and the extra $50 we had to pay for our dog's additional stay. Any additional gesture to make up for our experience would be greatly appreciated.