Southwest Airlines Customer Service Issues

I have been facing challenges with Southwest Airlines for the past 18 months. Despite numerous attempts to contact them via chat and phone, I have encountered errors and long waits. As a loyal Southwest customer of 47 years, I am disappointed by the lack of assistance. On 5/2/21, I booked a flight for my minor son, Adam Grey, Age 15-1/2. The return flight was changed from nonstop to one-stop without my consent, raising safety concerns since he will be traveling alone. I request a transfer to a nonstop flight, Southwest flight #[redacted], departing BWI at 10:45 AM. Due to my work hours, I prefer email communication and ask for a direct number to discuss this urgently. I appreciate your help during these challenging times. Thank you for your attention. Best regards, Dr. Robyn Chase

I encountered an issue while booking a flight. Initially, I successfully applied a Southwest gift card worth 50.00, then proceeded to enter my credit card details to cover the remaining balance of [redacted].00. Unfortunately, a phone distraction led to the transaction being accidentally deleted without a trace in my history. Upon reattempting, I faced a complication as the gift card had already been utilized for a flight that I cannot locate, without the corresponding flight number or details. I am currently unable to proceed with the booking and require assistance in resolving this situation.

On June 17, [redacted], I needed to urgently fly from Orlando, FL to Buffalo, NY due to my 98-year-old father's hospitalization. Despite missing my Jet Blue flight, my son got me a Southwest ticket to Detroit for $[redacted].98 with Confirmation #3YWX5Q, ticket #[redacted][redacted]. Unaware of the Southwest booking, I hurried to catch my Delta flight to Buffalo. Although marked as a "No-Show," I wasn't informed of the Southwest ticket purchase. My son arranged everything, using my credit card. I appreciate your assistance in refunding the $[redacted].98 as I made it back in time to attend to my father. Thank you, Kathleen Simonin. Email: [redacted] Phone: [redacted].

On Thursday, May 13, [redacted], I misplaced a teal polyester bag with a cactus print in bright pink or red tones, fastened with a drawstring. I reached out to Lost and Found at Austin - Bergstrom International Airport within the specified ten-day period, but unfortunately, the bag was not located. During my flight #[redacted] from Austin to Las Vegas, with a layover in Las Vegas before heading to San Jose, CA, a flight attendant mentioned an announcement about a bag left in the ladies' restroom, which I didn't hear. I am wondering if the bag might have been given to one of the attendants at the check-in counter before our Las Vegas flight. Regrettably, I do not recall the gate number, but it was near an Italian pizza restaurant and Amy's Ice Cream. I have exhausted my efforts in trying to locate the bag and am considering the possibility that it was handed to the gate agent(s). Any assistance is greatly appreciated. Best regards, L.G.

I am seeking a refund of $[redacted] in fees for expired Southwest Travel Vouchers. I have been a loyal Southwest customer for over 21 years, holding A-List Preferred status, Companion Pass, Southwest Visa card, and owning Southwest Airlines stock. Despite my continued loyalty, due to the COVID-19 pandemic, my last flight was in March [redacted]. I made several reservations hoping for future travel, some of which were ineligible for Southwest's special COVID-19 extension, resulting in fees of $[redacted] to $[redacted] which I was charged for extension. I canceled these reservations due to the pandemic. As a dedicated Southwest Airlines traveler, I kindly request that the $[redacted]-$[redacted] in Travel Voucher funds be refunded back to me as Southwest Vouchers. I appreciate your consideration and please extend my regards to Gary Kelly. Thank you. - Gary C.

I had a flight scheduled for June 15, [redacted], with the flight number [redacted]. Due to issues in Dallas, I had to cancel the flight. After redirecting my travel to KC California from Sacramento, my connecting flight from Dallas to Birmingham, with the flight number [redacted], was missed. The airport staff assured me that my luggage would be taken off the plane and put in baggage claim. Unfortunately, my bags ended up in Phoenix and Dallas according to the airports. I had to return to Sacramento on June 17 to take a flight to Las Vegas (flight number [redacted]) and then to Birmingham (flight number [redacted]). Even though my bags eventually made it to Birmingham, I was without any belongings for two days. I am curious about the compensation or assistance Southwest is providing in situations like mine. Thank you for addressing this promptly.

I need help with my upcoming family trip to San Antonio, TX from Indianapolis, IN for a special occasion. I have a few inquiries: 1) Are there any bereavement discounts available? My father was an Army Veteran. 2) Do you offer a USAA member discount? 3) Is there any assistance for children traveling with Medicaid? 4) My 15-year-old child with Cerebral Palsy uses a non-folding wheelchair. Should I notify anyone in advance about transferring her to the airplane seat? 5) We are traveling with our 3-year-old nephew under Relative Care Placement through DCS. We have permission from his biological mother and our DCS caseworker is assisting. What documentation do we need for the trip?

On June 30th, [redacted], I encountered an issue with a Southwest employee named Mario at the Orlando Florida airport. My wife, Rosario H., who does not speak English well, was having difficulty communicating with Mario due to his heavy accent. When Mario was unhelpful and rude during boarding, I approached him. He made a culturally insensitive comment to me, mistaking my nationality, and we were subsequently denied boarding the flight to FLL. Despite requesting to speak to managers Anita and Gladys, we were not given an explanation, ultimately leading us to rent a vehicle from Avis. I am seeking a voucher for future travel from Las Vegas to FLL, as well as reimbursement for the rental expenses totaling $[redacted].59. My name is Simon H., with Flight No. [redacted] and confirmation # 3NJA19, and my wife Rosario H., with Flight No. [redacted] and confirmation No. 498Q2K. Thank you.

I am disappointed to share my experience with Southwest Airlines while traveling from San Diego to Honolulu. Regrettably, the airline did not anticipate the high demand for pre-screening wristbands for Hawaii at the gate, causing delays and frustration for many passengers. Upon arrival in Honolulu, myself and other passengers were left waiting in a lengthy line for screening, missing scheduled shuttles and leading to significant inconvenience and anger. Despite assurances of assistance, there was no Southwest representative to aid in expediting the process as promised. As a passenger on Flight [redacted], I hope that Southwest will promptly address this issue and improve their planning to prevent similar situations in the future.

Our flight on June 22 (Flight #[redacted]) got canceled less than 24 hours before departure, causing inconvenience as our party of 6 got split. The replacement flight, Flight #[redacted], was challenging to board and faced multiple delays, nearly causing us to miss our connecting flight. The return flight from San Diego to Chicago, Flight #[redacted], was also delayed with mechanical problems, almost resulting in another missed connection to BWI. Baggage claim at BWI on July 2, [redacted], was chaotic with malfunctioning carousels, leading to a 2.5-hour wait to collect our bags. A refund or voucher is necessary due to these issues. We are Julianna R Gulledge and Corey L Peddicord, hoping to receive the refund or voucher promptly.

I am reaching out about my upcoming travel plans for Confirmation #4HCML4. I would like to cancel my trip and receive a full refund, please. My recent flight with Southwest on 6/30 was a disaster. The stopover in Denver caused me to miss a day of work due to complications in separating our return flights and incurring extra costs for a sitter. A similar disappointing experience occurred on my return flight from Las Vegas in April. Despite being a loyal customer for over 15 years, recent issues have led me to decide to cancel my upcoming trip and refrain from traveling with SWA for a while. I kindly request a full refund. Thank you, G. Dorati.

On July 9, [redacted], my grandson and I were scheduled to fly out of Atlanta, Georgia, but our flight was canceled due to bad weather in Kansas City, Kansas. Unfortunately, we had to spend the night at the airport, which was quite frustrating. The staff at the gate assured me that the full refund would be processed within 5-10 days. However, it's now July 14th, and we have yet to receive the refund. I ended up spending an additional $[redacted] to get us home the next day after a series of delays. On our return flight to Atlanta and then Denver, we faced further delays and even boarded a plane without air conditioning, causing discomfort for all passengers. We finally arrived in Hayes around 10:00 pm. I humbly request that the promised refund be expedited. Thank you for your attention to this matter. Sincerely, Pam Jo Ambler.

I have been waiting on hold with customer relations for over 2 hours while writing this post. My 80-year-old parents were supposed to be on flight #[redacted] (Locator 4EBMI3) on Saturday, July 17th, as it was the only non-stop option. Despite checking with a Southwest phone agent beforehand, they were not allowed to board because of a discrepancy with the oxygen compressor unit battery requirements. This led to a chaotic situation as they had to contact their driver to pick them up and retrieve their luggage. The whole experience was a nightmare, especially considering their health issues and the importance of their travel plans for doctor appointments. Due to the cancellation of the original flight due to COVID reasons and the limitations on travel funds, I am requesting either a refund or an extension of the travel funds with an open expiration date. A trip voucher for future travel would also be appreciated given the circumstances. I hope we can resolve this promptly. Thank you for your attention to this matter. Sincerely, Kristin F. T.

Hello, I would like to request a fund transfer of $[redacted].98 from my cancelled June [redacted] flights due to the Coronavirus situation. The travel fund is set to expire in September [redacted], and with current travel restrictions, I do not foresee being able to utilize it. My sister-in-law, who frequently travels from Boston to Tampa to visit family, could greatly benefit from using these funds. While I understand that fund transfers are not typically allowed, I kindly ask for an exception given the circumstances. I hope to fly with your airline again once travel resumes normally. Thank you for your consideration. Sincerely, L. Somers

Our flight from Baltimore, MD to Phoenix on July 17, Flt #[redacted], was canceled. We were rescheduled for Flt #[redacted] departing on July 18 at 6:55 am. Due to the cancellation, we had to stay overnight in Baltimore. Despite challenges, we managed to secure a hotel room. Being in our 80s, my husband, Joseph A., who is [redacted]% disabled and uses a wheelchair, couldn't stay on the airport floor. Tad G., customer service supervisor, assured us of reimbursement for our stay at Staybridge Suites BWI Airport with confirmation #[redacted][redacted], booked through Hotels.com. The total cost of $[redacted].97 was paid with my Visa card. I kindly request a refund for this charge to my credit card. Thank you for your assistance in resolving this matter. Our flight confirmation number is 3DJN6U. Thank you once again for your help in this situation.

I have been a loyal Southwest Airlines customer for years, and so has my son. Despite cheaper options available through Expedia, the convenience of two free bags and earning miles with Southwest has kept us loyal. However, with my son recently moving to Tennessee, the distance has made it challenging for us to see each other. This weekend we are helping our 92-year-old great grandmother clear out her house, a sentimental task made difficult by the high cost of flights preventing my oldest son from joining us. Though I don't expect a solution, if there is someone out there who can help make it possible for my family to reunite, it would mean everything to us.

Dear Sir or Madame, I recently spoke with one of your representatives on the phone who was exceptionally polite and helpful, but unfortunately, the department I needed was closed. Due to the ongoing impact of Covid-19, my wife and I have been unable to travel by air for quite some time. Last year, our flight was rescheduled three times without us receiving a refund. Our confirmation number is 4ENTUE. The last four numbers of our rewards accounts are: Mark Lauer [redacted] and Gail ShotkoLauer [redacted]. Our tickets are set to expire on September 18, [redacted]. As my wife is currently unwell and unable to fly, coupled with the escalating Covid-19 cases, we are kindly requesting a credit of the full amount of $[redacted].96 to be issued since no credit has been provided to us previously. We look forward to utilizing your airline services once my wife recovers and the Covid-19 situation improves. Your prompt assistance on this matter would be greatly appreciated. Thank you, Mark Lauer Phone: [redacted]

On June 23rd, my family flew to Boise and checked our son's car seat. Upon arrival, I discovered that the straps necessary to secure the car seat had been removed, rendering it unsafe and unusable. After contacting the manufacturer, I was informed that the straps couldn't be reattached as they are integrated into the seat. I reported this to the airline's baggage claim, but after submitting all required documentation, I received a response stating that these incidents can occur, which I find unacceptable. Southwest Airlines offered a $[redacted] voucher, but I am seeking a refund or the cost of the $[redacted] car seat, as replacing the damaged seat is necessary for my son's safety. Despite repeated attempts to contact customer relations, I have been unable to reach anyone for further assistance. I urge Southwest to refund the full amount for the destroyed car seat.

I had a flight scheduled to Long Beach on August 8th at 6:10am, returning on August 9th at 8:30am, with confirmation number 4ITHBG. The trip was for attending the Memorial for my sister, Jere Whitney, who passed away due to a hit-and-run in Long Beach. After seeing RSVPs on the E-vite, I realized it might not be safe due to the rising virus rates. I have informed Yvonne at Customer Service about this today. The flight has been canceled, and I am requesting a refund of $[redacted].96 to my card. Thank you for your attention, Linda Whitney.

I had a flight scheduled to Long Beach on August *th at *:**am, returning on August *th at *:**am with Confirmation * *ITHBG. The trip was planned for my sister Jere Whitney's Memorial due to her tragic passing in a hit and run in Long Beach. Considering the number of attendees from various locations per the E-vite RSVPs and the current surge in virus rates, I've decided to cancel the trip. Yvonne from Customer Service received this information today. I have already canceled the flight and am now requesting a refund of $***.** to my card. Thank you for your attention to this matter. Linda Whitney