Southwest Airlines Customer Service Issues

I rented a reclining wheelchair specifically for its elevating leg function. Unfortunately, during my recent trip, the keeper ring on the left leg was missing which caused damage. I informed the attendant about the issue as it was making a strange noise, and now the left leg is completely immobile. This wheelchair was crucial for my needs, and I believe the repair costs should be covered by Southwest. I kindly request reimbursement for the repair expenses incurred.

Jonathan, I appreciate the voucher, but wanted to inform you that Payless car rental cancelled my booking due to being over 2 hours late, resulting in an extra $[redacted] charge for a rental. I kindly request your assistance in resolving this matter. Thank you, Carl H. On Sep 7, [redacted], at 4:47 PM, Southwest Airlines Proactive Communications wrote: September 7, [redacted] Dear Carl, I apologize for the disruption during your flight when we diverted to Albuquerque for a maintenance issue. I understand this caused delays. As a gesture of goodwill, I am sending you a LUV Voucher to compensate. It should arrive in a separate email within 14 days. We hope to see you on another Southwest flight soon. Regards, Jonathan L. Proactive Customer Communications Southwest Airlines [redacted] This email is sent from Southwest Airlines; please do not reply. Southwest Airlines [redacted] Love Field Drive Dallas, TX [redacted] © Copyright Southwest Airlines Co. All Rights Reserved.

Hello, I am Gizem Tayfun. Yesterday, on September 8th, my friend and I lost our luggage at Las Vegas McCarran Airport. We visited customer service and explained that we had a connected flight from Nashville, and were informed that our luggage was still in Nashville and had not been transferred to Las Vegas. We provided our address and were told they would be sent to us on September 9th at 7 a.m. Presently, we have only five hours to wait for our luggage since we are departing from Las Vegas soon. We are unable to purchase any necessities or place items in a temporary bag, which is particularly concerning as my laptop was in the missing luggage. Additionally, I do not have spare clothes. Could you kindly confirm the timing the luggage will be sent to the provided address ([redacted] W Oakey Blvd A, Las Vegas, Nevada)? I have an Airbnb booking and must vacate the premises by 11 a.m. Thank you.

I recently booked a flight with code LFJ862 and was directed to a car rental site where I compared options from 5-8 different companies for cars and rates. Opted for a Taurus with Dollar, but upon arrival, only a Fusion was available for the same price as the Taurus, which was considered a premium car. Dollar staff mentioned since I didn't book directly with them, they couldn't change it. Contacted Southwest customer service for help, but was advised to resolve it with Dollar. Noticed the misinformation about the car type even a month after booking on 8-25-18. Feeling frustrated as it seems like false advertising. This experience diminishes my trust in Southwest. I won't use their site for car or hotel bookings again. Hoping for a refund or adjustment to make this right. Thank you. - C. Badley

I flew from Sacramento, CA to Denver International to Dulles International Airport on June 21, [redacted]. I bought in-flight drinks and was charged correctly. Recently, I noticed an extra $7 charge on my bank statement for a drink in Dallas, Texas, on September 27, [redacted]. I'll contact my bank to check for any issues but would appreciate help from your end to resolve this. Looking forward to hearing from a customer service representative promptly to address this unauthorized charge and get a refund. Thank you.

I had a distressing experience with a Southwest employee at Chicago Midway Airport regarding my ESA dog and attire. Despite having an ESA letter, I was initially denied the ability to fly with my ESA dog and criticized for my outfit of a sweater, shorts, and jacket. This employee's behavior caused me anxiety, leading to tears in front of other travelers. The way I was treated was hurtful and unprofessional. I believe Southwest should rectify this situation promptly with a refund or flight credit. The hiring and customer service practices of Southwest need to be re-evaluated to prevent future incidents like this one.

Dear Customer Relations, I am writing to inform you of the unfortunate experience my colleague, Dr. S., and I had on Sunday, 8/12/18 when we missed flight #[redacted] (Conf. UY07JP) from Boston to Kansas City due to fog in Provincetown. Despite our efforts to rebook using various electronic devices during a cab ride to Boston, we were directed to the Southwest departure desk upon finally reaching an agent by phone. The process was further complicated by conflicting instructions from the phone agents and the desk staff in Boston, ultimately resulting in a delay until Thursday. As busy doctors, this was highly inconvenient, leading us to opt for an alternative flight the following day. While we acknowledge the impact of weather conditions, we found the lack of coordination between phone agents and desk personnel disappointing. We value our overall positive perception of Southwest and hope for a better experience in the future. Thank you in advance for any assistance you can offer. Sincerely, Dr. Thomas Edwin Garrison (Acct #[redacted]2) Dr. Charles Larry Sullivan (Acct #[redacted]2)

I recently accepted a contingent offer of employment from SWA. After being informed that my pre-employment screens were clear, I was given a tentative start date of 10/16/18. Unfortunately, there have been delays due to another applicant having trouble clearing their screenings, and now my start date is uncertain. I have been trying to contact SWA via phone and email but have not received any responses. It has been four weeks now, and I am eager to start working as I have a family to support. Can anyone offer assistance in getting some answers from SWA?

My wife injured her elbow and I contacted customer service to request early boarding. Despite this, when we checked in at the gate for Flight [redacted] from LAX to Atlanta on Oct 19, the boarding pass showed XT. It was only after A60 that extra time boarding was allowed, but we were in the B group, and my wife's fragile arm was at risk due to the chaotic boarding process. I needed to ensure her safety and protect her arm from any potential harm, especially with the rush of passengers handling carry-on bags. Although thankfully nothing happened, the boarding process was risky for her. I'm confused why extra time boarding didn't happen earlier to prevent such situations.

On Friday, October 19th, I took flight number [redacted] at 1:05 pm from Louisville, Kentucky (SDF) transferring to flight [redacted] at 3:00 pm in Chicago (MDW) with Denver, CO as my final destination. I inadvertently left a very important plastic bag from a gift shop at the Kentucky airport on the flight from Louisville (SDF). The bag contains gifts worth roughly $[redacted].00 for my 2 daughters. These items hold significant personal value to me and my girls, and I can provide a detailed description of everything in the bag. I am hoping that there is a lost and found at Chicago MDW containing my belongings, and that the person who found it is honest enough to return it. I would be immensely grateful for any assistance in checking or looking into this matter. I am willing to offer a reward for the return of my belongings or any information leading to their whereabouts. Thank you. Nate Ostrom, [redacted], Denver, CO [redacted]. Alt # Amanda Ostrom [redacted].

I am urgently seeking help to extend a flight voucher for the second time, this time for an additional 18 days after the expiration date. My husband, his wonderful son, and I had planned to marry in Puerto Rico last year, but due to a hurricane, we had to change our plans. Southwest provided a 6-month voucher, and we appreciated it a lot. We adapted, had a local beach wedding, and used the vouchers for our trips. We requested an extension to include my stepson, respectful of his mother's holiday plans. Despite our efforts to plan around his school schedule, we are now in a tight spot. My heart broke when I couldn't extend the voucher further. Southwest has been the only obstacle, as we aimed to make this trip memorable for my stepson. Time is running out, and with about 20 hours left before canceling our hotel booking, I'm here seeking any possible solution.

I experienced an incident today, October 22, [redacted], with a flight attendant on flight 24 from Dallas to Pittsburgh. On the plane, there were two flight attendants, one white and one black, and the issue arose with the white attendant. Sitting in the front row, my husband used his phone during landing, unaware of the restriction. The flight attendant reprimanded him sharply, and when he acknowledged his mistake, she responded sarcastically. Upon disembarking, she publicly criticized him to another Southwest employee. This behavior was uncharacteristic of my previous positive experiences with Southwest. The attendant's lack of professionalism and rudeness towards my husband was unnecessary and embarrassing. She could have simply explained the phone policy rather than causing unnecessary discomfort.

I made a reservation using our award points for myself and my husband, but he can't go anymore. I need to remove him from the booking and get his points back. I want to keep my seat without cancelling the whole reservation. The flight is JJXNAQ from Phoenix to Austin at 8:40am on Thursday, Oct. 25. Please keep my ticket under Bonnie Jean Richardson and remove the second passenger, David Lee Richardson, to have his points reinstated for future use.

I flew on flight [redacted] from San Jose to Orlando today. I opted for the upgraded boarding to secure a good seat due to my height and broad shoulders. Despite the announcement of extra space, two gentlemen decided to sit next to me, limiting shoulder room. Gordon, the attentive flight attendant, noticed my discomfort and informed me of empty rows behind us. Although I couldn't move immediately, Gordon promised to help me relocate once it was safe. I want to commend Gordon for his exceptional service. While all Southwest employees have been great, Gordon's initiative stood out, and I hope he receives the recognition he deserves. Kurt

I had made a booking for a trip from Jacksonville, FL to Salt Lake City, UT on October 27th with a return on November 4th. However, on October 20th, my father had a heart attack in N.Y., requiring me to go help him. Uncertain whether I would be in N.Y. or Jacksonville on the 27th, I opted to purchase an additional ticket from N.Y. to Utah on the same date. To my dismay, on October 22nd, just two days after buying the ticket, Southwest sent me an email stating they had cancelled my initial Jacksonville itinerary without warning. In a challenging time like this, facing such an unexpected cancellation without prior notice was distressing. While en route to the hospital to check on my father, having my flight canceled arbitrarily only added unnecessary stress. The system should be revised to alert customers about potential cancellations when booking multiple flights for the same day or require them to consult with a representative before finalizing to avoid such inconveniences.

I have been a loyal Southwest Airlines customer for over 30 years. However, each time I had to interact with their customer service over the phone, I encountered rudeness which made me dread calling. Recently, I needed to change my departure date, and despite doing so over 48 hours in advance and having purchased round-trip flights with advance check-in, I faced issues. The first representative was unhelpful and suggested I check online myself. The website did not provide the details I needed, so I had to call again. Luckily, the next agent assured me the advance check-in would carry over to the new date. Surprisingly, when I changed the departure again, I was prompted to pay for advance check-in once more. After multiple calls, accusations of wanting things for free, and unfulfilled promises of email confirmations, I was left without advance check-in upon arrival at the airport, after investing over 6 hours and talking to several unhelpful and impolite employees. My experience has left me disappointed with Southwest Airlines, and I have decided never to book with them again. The overall morale and customer service quality seem to have declined, prompting me to share my negative experience with others.

On October 29 around 6 pm at St. Louis airport, I arrived in time to pump before my flight. I asked the desk for suggestions, and they directed me to the family restroom. However, I found no suitable place to sit there. I then approached an empty gate, gate 34, and requested permission from the lady there, Connie, to pump in the corner. She insisted I use the family restroom, but I explained there was no seating. Despite my concerns, she bluntly advised me to cover up while pumping. Eventually, a cleaning lady assisted me in setting up near the family restroom, but the poor setup led to me spilling most of the milk I pumped, which was very distressing. Connie's behavior was unprofessional and disappointing. I typically hold Southwest to higher standards, and this experience made me reconsider my airline choice. I hope Connie can improve her attitude and offer better support to individuals like me who are striving to care for their infants, even in challenging circumstances.

I have a reservation on Flight [redacted] for Monday, November 5, from CLE to ONT at 6:05 pm with Confirmation #WJYXOJ for KAREN SCHMIDT. When I tried to check in 24 hours before my flight, the online system was down. Despite multiple attempts from different devices, I couldn't complete the check-in until I spoke to a Southwest agent in San Antonio. Unfortunately, I was assigned to Group C. The agent suggested reaching out to customer service to see if I could improve my boarding position. My Rapid Rewards number is [redacted]96. I'm open to forfeiting my Rapid Rewards points if it means I can secure a spot on the A list. Best regards, Karen Schmidt.

I had a disappointing experience with the customer service on two recent Southwest flights. During the first flight, a flight attendant was unwilling to assist me in placing an item in the overhead compartment, even though there was space available. She reacted abruptly when I pointed out the available space, but eventually allowed me to store my item there. On the second flight, I encountered similar poor service when trying to stow my bag. Despite explaining that my bag could fit under the seat in front of me alongside my small purse, the attendant refused. This response was unnecessary given that there was ample overhead space. The overall attitude and lack of efficiency in handling these situations was disappointing.

My family and I are heading to Boise from Spokane tonight. We're flying Southwest with complimentary love vouchers as we faced a significant delay on our last trip with them. However, our current flight is delayed by almost 2 hours. This seems to be a recurring issue with Southwest for us lately. I'm hesitant to request more vouchers, fearing future delays. I'm unsure how Southwest can adequately compensate us for the inconvenience caused by continual flight issues. I'd appreciate any suggestions to improve our flying experience with Southwest.