Southwest Airlines Customer Service Issues

I recently made a booking with Southwestern for Maui and later received an email regarding hotel and car bookings. When reserving a car through Priceline, I noticed options for different payment methods with a mention of "FREE Cancellation." Unfortunately, when I tried to cancel due to unforeseen circumstances, Priceline informed me that it was not possible. Contrary to what I had initially understood, the cancellation policy on the detailed page mentioned that the reservation was non-refundable, non-transferable, and non-changeable, including for COVID-19 situations. Priceline refused to refund $[redacted].17. I am concerned about the discrepancy between the initial booking information and the cancellation policy detailed later on. It is disappointing that Southwestern is associated with such practices through their business partners.

I need wheelchair assistance for my upcoming trip on 1/1/22 from PIT to CAN on flight #[redacted]. Traveling with seven family members, I'll struggle with standing, waiting, and navigating security with my carry-on. Please arrange wheelchair service for my flights on 1/1 and 01/08/22 at 2:30 from Washington/Baltimore airport back to PIT. Thank you. Nancy C Richards

Case Number [redacted]5 Thank you for your initial response to my inquiry. Following your instructions, I contacted Southwest, who advised me to reach out to customer service via email once more. I am seeking a full refund for the two tickets mentioned in my initial request. I have documentation to support that my father has passed away. Currently, my elderly mother is unwilling to travel due to concerns about the virus. Given that my family and I frequently fly, we would be grateful to receive either a travel voucher or a full refund credited to our Southwest Rapid Rewards Visa card. Please do not hesitate to reach out if you require any further details or have questions. Thank you, Carla Perry

I recently experienced a travel nightmare flying with Southwest from Denver to Ft. Lauderdale to catch a cruise. Despite efforts to rush our check-in due to long delays, we missed our flight. The agent informed us our seats were given to standby passengers, leaving us stranded. After hurriedly booking a last-minute flight to Miami to catch our ship, Southwest failed to assist in getting our luggage to us promptly. Their lack of cooperation and poor handling of the situation cost us our vacation essentials. The lack of consideration and refusal to assist by Southwest staff was frustrating and disappointing. I believe we are due compensation for the inconvenience and stress caused. I kindly request prompt resolution to this matter. Thank you. - Marci S. Email: [redacted] Phone: [redacted] Flight: WN [redacted] Baggage Claim: FLLWN[redacted]9

We have a disabled daughter who was supposed to visit us in Florida on January 16, [redacted], with reservation number 4IDQH2. Unfortunately, her doctor advised against flying, so she won't be able to come this season as we are only in Florida until April 5. We are hoping for a refund back to my Southwest card so we can purchase a ticket for her next year. A credit that needs to be used within a year won't work for us, as she wouldn't be able to utilize it before December when we return. Thank you for your understanding.

We made a gift purchase on December 13, [redacted], using more rewards points for an Olive & Cocoa Bianca Grace Floral Arrangement. The order number is [redacted]85. My rewards account number is [redacted]6 for Gerald Hein. The gift purchase status is still showing as 'pending'. I am wondering when this purchase will be fulfilled as it's almost been 3 weeks since the order was placed. Today, we tried calling two Southwest Airlines numbers. The number [redacted] told us they only deal with reservations, and [redacted] was closed. We have previously spoken to the [redacted] number for placing this order on December 13. There seems to be an issue with Southwest Airlines' More Rewards program for shopping. While it may work well for travel, it has been challenging for us with numerous calls and time passing without knowing when our order will be shipped. Please advise on the next steps to speak with someone who can provide accurate information regarding this order. Thank you, Gerald Hein

On January 3, [redacted], my flight from Tampa, Florida, to COS (confirmation code 4WBS4S) faced six delays between Tampa and Houston. Upon landing in Houston, I was informed of the flight cancellation and was rebooked for January 4, [redacted], at 5:30 pm, nearly 24 hours later. In Houston, I couldn't find any Southwest representatives due to the airport closing, and retrieving my baggage was impossible as it was on hold for my next flight. I spent over an hour on hold to change my flight twice. I had to buy a hotel room, toiletries, and meals due to the overnight stay without my bag. Upon arriving in COS on January 4 around 11 am, I found my luggage damaged - the wheels were broken, the suitcase was cracked, and my belongings inside had water damage. I believe I am entitled to compensation and reimbursement for the inconvenience. I look forward to Southwest Airlines addressing these issues.

Claim # [redacted]-[redacted] Regarding the $[redacted].00 credit I had with Southwest due to canceling a flight for a family death, I paid extra to extend the travel funds. With the credit expiring in 8/[redacted], I couldn't fly during COVID. I struggled to reach out during the pandemic and hope to use this credit to fly to Florida with Southwest. Can you please confirm if this credit can be honored? I appreciate your assistance. - Sigrid M.

I was supposed to fly to Las Vegas, NV this morning, but my flight was cancelled last night. I spent an hour on the phone trying to reach a representative with no success. Eventually, I rebooked a new non-stop flight for Friday. While trying to reschedule, I received conflicting text messages about different flight options, causing confusion and inconvenience. This has never happened to me before with Southwest Airlines when traveling from El Paso, Texas to Las Vegas, NV. I am very disappointed with the lack of suitable flight options. I request a refund for my El Paso to Las Vegas ticket to be credited back to my credit card. My confirmation number is 47ZGFs. Thank you, Melinda D.

My two sisters and I have experienced three flight cancellations. When attempting to check in for flight [redacted] tomorrow, we encountered an error preventing us from getting our boarding passes, just like in the previous cancellations. After spending hours on hold, a department had to override the code to issue our boarding passes. Today, the same issue has recurred, complicating our plans to sit together due to COVID-19 concerns. Because of this delay, it is likely that we will be separated during the flight. We would appreciate any assistance you can provide.

My flight was initially canceled on Wednesday, rescheduled for Thursday, then moved again to Saturday before finally being rebooked for Sunday at 6:00 am. The departure time has been pushed back from 1:50 pm to 3:59 pm. I have spent over 7 hours at Chicago MDW airport. This situation is unacceptable. I am requesting complimentary Wi-Fi on the flight to stream the Buffalo Bills game. The confirmation number for my booking is 3RI55M. I am very disappointed with your business practices and customer service.

My husband traveled to Florida for a golf trip with friends. Unfortunately, he suffered a heart attack and had to change his flight with Southwest to return home on the 20th. Due to his health condition, he can't bring his clubs back. I'm requesting a refund of the $75 fee paid by one of his friends for returning the clubs on the 15th, as we won't be needing this service anymore. Southwest declined the refund when I inquired on January 19, which I find unfair. His name is Alan Abrams, and his Southwest confirmation number for the new flight is 3S7LRH. I hope for a fair resolution as my husband is unable to handle any luggage due to his current health situation. Your assistance in refunding the $75 would be greatly appreciated to ensure customer satisfaction. Thank you. Jody Abrams

I attempted to set up the Southwest Airlines app to receive messages and check my flight on 2/21/22 at 11:00am to Venice, Florida. My name is Martha Sue Johnson, but I go by Sue. My email is [redacted], home address is [redacted] Brookshire Pkwy, Carmel, IN [redacted]. My home phone is [redacted] and my cell is [redacted]. After long wait times and being cut off twice, a kind lady from the Chicago helpline helped me set up an account as I couldn't do it myself. Despite our efforts, we got disconnected. On the third attempt, after a 70-minute wait, I still couldn't reach a live person. At 88 years old, I've tried everything I can. Please consider calling me tonight, either on my home number or cell. Thank you, Sue Johnson.

I am still waiting for a response to my request that I sent to the special relationship team on January 14th (Case #[redacted]1). I have not received any reply, and it is nearly impossible to reach anyone by phone. I fell ill when boarding a flight on January 18, [redacted], and had to exit the plane. Your staff informed me that the money I paid for the ticket would be refunded to my account, but I am having trouble locating that credit. - Diane C.

I have recently started flying with Southwest Airlines for frequent round trips from Philadelphia to Destin, and so far, the experience has been positive. Currently, I am on a crowded but comfortable plane, waiting for a gate to open due to a delay caused by fog after leaving Nashville. This delay has inconvenienced my ride who had to inform their employer about the uncertainty of making it back on time today. I believe some adjustments could have been made to accommodate this unexpected delay. As I am scheduled to fly back on the second, I am curious if there is any way for Southwest to compensate for this inconvenience. Perhaps offering a discount for future travel or credit for early check-in could help. I understand the rising costs and extra charges for various services, but given the situation, I feel a gesture of goodwill would be appropriate. I appreciate your attention to this matter and eagerly await your response.

I recently started flying frequently with Southwest from Philadelphia to Destin. Today, I am on a comfortable but crowded plane waiting for a gate to open after experiencing delays leaving Nashville due to fog. This delay has inconvenienced my ride who had to inform his employer of potential tardiness. I understand delays can happen, but I am hopeful that some form of compensation can be provided for this situation. Perhaps a discount on future travel, credit for early check-in, or any gesture to alleviate the inconvenience. As a frequent traveler, I have observed the rising costs and additional charges for services. I appreciate your attention to this matter and eagerly await your response.

I recently had a flight with Southwest (#RR [redacted]63) from BNA to FAT via DEN. The first leg went smoothly, but the second leg from DEN to FAT was a nightmare. We spent 3 hours on the tarmac only to be told we ran out of fuel and the pilots timed out. After returning to the gate, there was a delay in boarding, and it took another 2.5-3 hours to take off. This experience was challenging, and although we have been loyal Southwest customers, this was the most difficult to handle. I hope that communication improves to address such issues both internally and externally. Thank you for your attention to this matter.

Our flight from MCO to MDW on 3/12/22 was delayed, causing us to miss our connecting flight to MSP. While in Orlando, I spoke with a gate agent who offered $[redacted] and flight vouchers for passengers to give up their seats; however, I was assured the plane would wait due to other delayed passengers. Upon arrival in MDW, we learned our new flight was scheduled for 5:45 am on 3/13/22, leading us to find accommodations for the night. The next day, we boarded the plane but faced a delay due to a pilot calling in sick, and later a sensor error that required us to return to the gate. After finally taking off at 8:50 am, we arrived at MSP over 3 hours behind schedule.

I traveled through LAX airport on March 13th, scheduled on a United flight delayed by 2 hours, causing me to miss my Birmingham connection. As a physician with appointments on March 14th, this posed a significant issue. Professed an on-time Southwest flight to Dallas, flight [redacted], which I boarded after purchasing a ticket for over $[redacted] with a connecting flight ([redacted]) to Birmingham. Unfortunately, this flight was delayed multiple times, resulting in missing the Birmingham flight. Despite reassurances, the outcome was landing with the Birmingham plane already departed. Southwest officials claimed no hotel availability or food vouchers, leading me to arrange accommodations at LaQuinta Inn and pay taxi fares. My reroute to Birmingham now includes a layover in Orlando, arriving late afternoon and requiring the cancellation of an entire day of patient appointments. Seeking reimbursement for the flight cost, hotel charges of $[redacted], transportation expenses, and food costs incurred due to these circumstances. Thank you.

I had a flight scheduled from Reno, NV to Ontario, CA and back, with booking reference 3QS4AS. Unfortunately, I had to cancel due to unforeseen circumstances. I was surprised to find out that instead of a refund, I was issued a voucher for a future flight. Given my situation as a senior citizen on a fixed income, this voucher may not be practical for me. I kindly request for an exception to be made and a refund to be issued instead. Your understanding and assistance in this matter would be greatly appreciated.