Southwest Airlines Customer Service Issues

While my son was traveling back from the West, he faced a troubling situation at the airport with a Southwest pilot. The pilot overheard his frustrations and had him detained and removed from the airport. This caused my son to miss his flight, leading to a stay at a hotel without his necessary medication in his luggage. The pilot's actions were unwarranted, as my son did nothing disrespectful or wrong during the conversation. As a veteran, this incident deeply upset me, and I feel the pilot's behavior reflects poorly on Southwest. I am disappointed in how the situation was handled, and as a result, my family and I will no longer choose Southwest for our travels. I believe in karma and hope that incidents like this lead to better awareness and respect for passengers in the future.

Subject: Multiple Flight Delays and Companion Pass Frustrations with Southwest Airlines Dear Southwest Airlines, I am reaching out to express my disappointment regarding the multiple flight delays and lack of transparency experienced during our recent travel from San Antonio to Columbus. Though I understand that mechanical issues can arise, the miscommunication and lack of clarity throughout the process have been frustrating. As a loyal customer who has earned a Companion pass for eight consecutive years, I was disheartened to learn that my Companion passenger does not hold the same status. Discovering this limitation after arriving at the airport was disappointing. Furthermore, discrepancies between the information provided about the flight delays and the actual situation added to our exasperation. Additionally, I would like to highlight a technical issue with the Southwest iPhone app, which does not refresh fare availability as promptly as the website does. This inconsistency caused further inconvenience during our journey. We are currently navigating a lengthy layover in Houston in our efforts to reach Columbus tonight. Your attention to these issues and potential compensation for the challenges faced during this journey would be greatly appreciated. Thank you for your understanding and attention to this matter. Sincerely, John & Karen Howell

I rarely submit complaints about services, but today's experience with Southwest Airlines has left me extremely frustrated. We had a scheduled 5:45 pm flight from San Antonio to Columbus, Ohio on May 5th. In an attempt to return home earlier, we called SW on May 4th and were advised to call after midnight. After contacting them at midnight, we were able to move our flight to around 10:00 am. Despite all earlier flights being fully booked, they suggested trying standby. Upon our 4:00 am arrival at San Antonio International Airport, we were informed that standby was not an option for companions. Although my husband has been a loyal SW customer for years and I've had companion status for 8 years, it seems unfair that I couldn't fly standby with him. After eventually boarding a 7:05 am flight through Nashville, which took us back to Columbus in the early afternoon, we encountered further issues at the airport. Due to a fuel leak (not a water leak as initially stated) and subsequent flight cancellation, we were rerouted to Houston with a lengthy layover. Despite available earlier flights, I couldn't be moved with my husband due to companion restrictions. This whole experience has been a nightmare, and I hope to receive proper compensation for the inconvenience. Sincerely, Karen H. Companion of John H.

I'm Susan P. I believed I booked a flight with Southwest from Destin to Tampa last week. Today, when I checked, the booking was missing. I thought I completed it as I took a picture, but it seems it didn't go through. I typically fly only once in five years, so I'm not very experienced with the process. The previous flight was $[redacted], but now the cost is $[redacted]. When I rebooked last night or this morning, I wasn't prompted to select a seat or provide baggage details, so I'm unsure about these specifics for my upcoming flight.

Regarding my reservation #3HY39P for my flight from Puerto Vallarta to Oakland on December 15, departing at 4:50 PM, I failed to board because I was confused. I never received an email confirming my booking, so I assumed it was incomplete. Consequently, I purchased a new ticket for the flight on March 16, and immediately received an email confirming that reservation. Southwest Airlines contacted me, indicating that I forfeited the funds for the initial ticket booked for March 15. I would like to inquire if there is any possibility of obtaining a refund for the lost ticket. Thank you. - Maria M.

On May 12th, I requested round-trip tickets from LAS to RNO with confirmation # 3F9857. On the 14th, I tried to check in online and discovered I didn't have the return tickets. I bought the final leg with confirmation # 4ONKZN. The one-way ticket usually costs $49. I'm concerned we were overcharged and ask for a refund on our credit card. I also noticed that my trip to Florida in November [redacted] hasn't been added to my Rapid Rewards account # [redacted]5 under the name P. Serrano. I couldn't access my previous account # [redacted]72 to combine points. I hope for a positive response. Thank you. Email: [redacted] Awaiting your reply. P&B Serrano

Hello, I recently accompanied my 4-year-old grandson on a Southwest flight to Atlanta, Georgia and back to Houston on May 21, [redacted], returning on May 23, [redacted]. He behaved excellently during the flight. We explained to him what happens during the flight, including the roles of the pilot and flight attendants. He was looking forward to receiving the flight wings as a souvenir for show and tell. Unfortunately, due to turbulence, we couldn't get snacks, and the flight attendants didn't distribute the flight wings on both legs of the journey. We had prepared him well to ensure he wouldn't be frightened or disturb others, but Southwest Airlines missed out on recognizing this special milestone for him. I kindly request that you consider sending him a special note and some Southwest memorabilia to make up for it.

My husband and I have a flight scheduled from June 9 returning on June 14. My 80-year-old husband had a fall on May 11, resulting in a compressed vertebrae fracture at L-1. While he is slowly healing, any extended walking causes him significant back pain. I kindly request assistance with a wheelchair at the departing and arrival gates, and potentially a cart ride between connections due to his condition. Our flight confirmation number is 3ED8FW for the following flights: June 9 LV GEG AR SJC LV SJC AR BUR and June 14 LV BUR AR SJC LV SJC AR. I would appreciate confirmation of the personal transportation arrangements inside the airports. Thank you, David & Karen Thaler

I am having trouble accessing my Southwest Airlines online account. When trying to reset the password, I am unable to answer the security questions correctly. I attempted to call customer service but was informed of a two-hour wait time. Yesterday, I received a call back, but the agent was unable to resolve the issue. I was advised to call back today, but now I cannot find the option for a call back. I tried creating a new account with a different email and phone number, but it stated that an account already exists. When I try to log in, the page does not work.

I am inquiring about extra charges for an early check-in for a flight my husband and I took on March 25. Our flight confirmation number is 4T6M8Q from STL Airport to VPS Destin Airport on Flight #[redacted]. While at the airport, my Chase Rapid Rewards credit card was declined for lunch due to fraudulent charges. After confirming the unauthorized transactions, a new card was issued. Upon receiving my statement, I noticed an additional $80.00 for four $20.00 early check-in charges for the same flight. Despite multiple attempts, I have been unable to resolve this issue with Southwest customer service after being transferred to various representatives such as Nick, Allison, Emolda, and Emily.

On July 1, [redacted], I checked in for my husband and myself for Flight [redacted] from GEG to SMF on July 2, [redacted], at 10:35 am. The boarding numbers I received were A49 and C03. This was unexpected as we were booked on the same confirmation number, and I've never seen such a difference in boarding positions before with SWA. Worried about sitting separately, I paid the $30 each upgrade fee, totaling $60, to ensure we could sit together as my husband sometimes needs assistance. I have our boarding passes for the GEG to SMF flight and the connecting flight to SBA. I am requesting a refund of the $60 upgrade fee due to the unusual discrepancy in the boarding positions. Thank you for your understanding.

I frequently use your hotel section to make reservations. Recently, I booked accommodations in Ireland for 6 people, including one individual who requires wheelchair accessibility. Our specific request for a roll-in shower with a shower seat and no stairs was confirmed. However, upon further inquiry, it was revealed that the property did not meet these criteria, as there were stairs at the entrance and inadequate shower facilities. I believe this is false advertising by Doherty Country Accommodation, Booking.com, and Southwest Airlines. I have requested a full refund, but the property is refusing. Traveling with a wheelchair user is already challenging, and being misled adds unnecessary stress. I would appreciate your assistance in resolving this issue promptly. - Kathi Doherty-Cooley