Southwest Airlines Customer Service Issues

I had an unpleasant experience with Southwest's customer service on two recent flights. During the first flight, a flight attendant would not open an overhead compartment for me, despite there being space. After a brief exchange, she eventually allowed me to stow my item there. On the second flight, I was forced to check my bag even though it could have fit under the seat due to having a small purse. The attendant was unhelpful and unaccommodating about the situation. The lack of flexibility and attitude displayed by the staff members was disappointing.

As a passenger departing from Burbank Bob Hope Airport, I, Martin Lozano, had an interaction with your ticket agent, Robert, that left me feeling dissatisfied. When Robert asked for "Martin," and I raised my hand, he responded with a rude and unprofessional remark, "Duh!" It appeared he was inquiring about the luggage belonging to Martin and Eddie, my husband. With a background in Human Resources spanning 28 years, I have learned the importance of respectful communication with clients. Despite the fast-paced nature of airport work, we remained courteous to Robert, addressing him as "sir" and expressing gratitude. Your attention to this matter is appreciated as customer service standards should prioritize professionalism and courtesy in all interactions. Thank you for addressing this issue.

I travel with a legitimate medical alert service animal and usually enjoy pre-boarding. However, my recent experience on a flight from Dallas to Orlando was disappointing. Despite being the first in line, I was passed over for pre-boarding in favor of wheelchair users and a large family group. This resulted in me being seated far back with limited space for my service animal. Furthermore, some wheelchair users disregarded the rule of waiting for others to disembark at the destination. I have a few requests to improve the process: 1. Maintain the pre-boarding line order. 2. Enforce the rule of only one companion during pre-boarding. 3. Ensure wheelchair users wait until everyone else has disembarked. I understand there are concerns about service animals, but my animal behaves better than some passengers. It's important to uphold the rules for all to ensure fairness and comfort during flights. Thank you, S. O'Brien

On 10/10 & 10/18, my husband, two young sons (1 and 2 years old), and I flew with Southwest and faced numerous issues. Our connecting flight from St. Louis to Boston was delayed four times, resulting in inconvenience. Upon arrival in Boston, we discovered that our luggage, car seat, and stroller were left behind due to an employee error. This mishap caused us to miss our bus and upset our waiting family. When our belongings finally arrived 12 hours later, we found our car seat damaged and the new stroller scratched. Our return flight from Boston was also plagued by multiple delays and unhelpful flight attendants who were unfriendly, borderline rude. This negative experience has led us to reconsider our choice of airline for our biannual family trips and other travels. Sincerely, Michelle L. Patzkowsky

My cousin's first flight ever was today to visit me, but her connecting flight from Baltimore to Hartford was not arranged by Southwest Jamaica causing her distress. After a 68-minute call back, a rep mentioned her flight from Baltimore to Hartford is at 6:10 pm on November 20th, not at 6:10 am as we thought. She's stranded with no accommodations and unfamiliar with anyone in Baltimore. I believe the airline caused this issue, not bad weather. Despite checking in herself and getting boarding positions B9 and B10, the connecting flight was omitted. The rep couldn't assist since she was already on the plane. I wish to know if she can board the earliest flight to Hartford tonight or tomorrow morning instead of waiting until 6:10 pm. The mix-up was apparent when I received a flight cancellation notification via email, prompting us to realize the error. It's frustrating as I arranged and paid for a trip to Hartford, not Baltimore. Any swift guidance on resolving this matter is appreciated. Thank you.

On 10/24/18, I had a reservation on Southwest Airlines flight 45 from Dallas Love Field to Houston. Unfortunately, the flight was delayed for over an hour. During this delay, my luggage was left unprotected in the rain. Upon collecting my bag at Houston Hobby Airport, I noticed it was wet on the outside. When I got to my hotel, I found that most of my clothes were soaked due to the water that seeped into the suitcase. Even a favorite paperback book of mine was damaged. I had to use the hotel room's HVAC system to dry out my clothes, as there were no laundry facilities available. This was particularly inconvenient as I was scheduled to speak on a panel at a professional conference the following day and had to deal with wet clothing and shoes. Some items were so wet that I had to wring them out. I have photos of the damage if needed.

I am a valued A-List member, Mohammed Shamol, with Rapid Rewards number RR#[redacted]40. On 11/16/[redacted], my wife (Umme Kulsume), 2-year-old son (Noah Shamol), and I were traveling from Sacramento to Burbank, CA on Flight #[redacted]. At the ticketing center, I requested assistance with self tags for my car seat, stroller, and one piece of luggage. Unfortunately, the staff member, Cindy, initially refused to help and walked away, displaying rude behavior. Thankfully, another gentleman stepped in to assist, and I later addressed the issue with the manager, Willard Terril. Willard was understanding and assured me that the behavior I experienced was unacceptable. Despite not receiving Cindy's last name, I appreciate Willard's professionalism. As a frequent flyer, I was disappointed by Cindy's attitude and request a thorough investigation into the matter. I hope to hear back from you regarding this issue promptly. Sincerely, Mohammed Shamol Tel: [redacted]

On Thursday, November 15th, I had a standby reservation from Houston to Orlando. At the counter, a woman advised me to buy a ticket online to secure my seat. Despite her abrupt manner, I followed her instructions using my phone. During boarding, I found out I already had a standby reservation, so the purchased ticket went unused. I'm puzzled by having to buy another ticket unnecessarily. I've been attempting to contact customer service by phone since Friday without success, hence reaching out here. Kindly process a refund for the unused reservation charged to my card. Details: WYYNRX, Ticket No. [redacted]83. Appreciate your assistance.

I had a really bad experience with lost and broken baggage on my recent flight to Cancun. Our flight was delayed, causing us to miss our connection and arrive much later than expected. To make matters worse, our baggage was lost, leaving me without essential medication for 36 hours. My wife had to stay with me to monitor my health, and we had to purchase expensive items from the resort store to manage. When our bags were finally found, they were delivered last, and when we returned home, one of our suitcases was damaged. This experience has shaken our trust in Southwest, the only airline we usually use. I regret not carrying my medication in a carry-on, but the ordeal still cost us two days of vacation, over $[redacted] in temporary items, and put my health at risk. I hope the company will consider compensating us for these inconveniences. Thank you, Jerry E.

Hello, I am Hunter Olsen. I traveled on Business Select flight [redacted] to Las Vegas today and encountered an issue. Despite typically enjoying the comfortable experience of traveling with Southwest, I faced a situation that was less than ideal on this flight. Despite selecting a first-row seat in Business Select, I found myself surrounded by a family who did not adhere to the boarding rules of leaving the first row and exit row open for pre-boarders. Unfortunately, Southwest staff did not intervene. Though I understand the importance of families flying together, I was disappointed by the lack of control the parents had over their child who continuously kicked my seat throughout the flight. I kindly ask for better enforcement of the rules by Southwest in the future to ensure a pleasant experience for all passengers. Sincerely, Hunter

My name is Paul O'Toole. I had booked a flight from New Orleans to Denver on 11/27/18, but due to undergoing cancer surgery on 11/23/18, I was preoccupied and forgot to cancel. I am now planning another trip on 12/27/18 along the same route and am inquiring about the possibility of receiving a refund. My wife and I, both seniors, would greatly appreciate any assistance as losing that money impacts us significantly. I can provide the doctor's notes if necessary. I understand my oversight regarding your policy, but I hope you can empathize with the challenges brought on by undergoing cancer surgery, affecting both emotions and memory. The flight was scheduled to depart around 5:30 pm and arrive at approximately 9:15 pm in Denver, CO. Thank you for your time and understanding. Best regards, Paul O'Toole

I am dissatisfied with the service I received from Southwest on Tuesday, November 27. I flew from Fort Lauderdale to Montego Bay and did not receive either of my two pieces of luggage upon arrival. The customer service was lacking as the agent could not assist me or the other 30 passengers missing their luggage. Additionally, I missed my connection to Kingston. After contacting the Montego Bay office, I was informed my luggage had arrived but did not receive a delivery. When I reached out to the driver, I received inconsistent information. I have been a loyal Southwest customer and advocate, but this experience has been frustrating. I have missed work and am concerned about items in my bag spoiling. I am seeking prompt resolution and compensation for this inconvenience.

I am Julian Wilson, a frequent flyer on this airline. On November 29, [redacted], I was boarding a flight from MBJ to FLL when the plane had a mechanical issue. We were stuck on the plane for over 2 hours, causing us to miss our arrival time in Fort Lauderdale at 2:08 PM. This forced me to spend an extra $[redacted] on a bus ticket as I couldn't board my bus at 7:05 PM, still in Montego Bay instead of my destination. Though Southwest Airlines provided a $[redacted] voucher, it didn't cover all my additional costs for transportation and a new bus ticket. I am hoping for further compensation as this experience was disappointing, especially since I had recommended Southwest Airlines to a friend who was also impacted by this flight delay.

Hello, I hope you're doing well. I'm reaching out regarding my Southwest Airlines travel funds. Earlier this year, I booked a ticket with them but had to cancel due to a change in my schedule. Since then, I haven't had the chance to use those funds, which are now stuck in travel credit. I have a surgery coming up that requires me to travel back to my home country. Unfortunately, Southwest doesn't have service to my destination. I was hoping to utilize the travel funds for this trip, but it seems unlikely now. I will be away for over two months, and my travel funds are set to expire on January 14, [redacted]. The amount in credit is significant for me, and it's been almost 11 months since I initially obtained it. Is there any way we can explore the possibility of a refund for these unused funds? Your help with this matter would be greatly appreciated.

I was a bridesmaid at a wedding on Saturday, November 17th, with the rehearsal dinner on Friday, November 16th. My flight with confirmation number PA2ALR from LaGuardia to Dallas Love Field was supposed to get me there in time for the rehearsal dinner at 3 pm, but it got canceled. I explained the situation to the customer service desk, but they didn't help me with any accommodations. Eventually, I had to book a new flight at double the price with a different airline and missed both the rehearsal dinner and arrived late for the wedding. Despite Southwest refunding my canceled flight, their customer service was rude and didn't put me on a waitlist at the airport. I had to spend $50 on an Uber to leave the airport and pay extra to book a flight with another airline. I'm requesting compensation for the additional costs I had to incur due to the situation.

I want to share my recent flight experience with you. Last Tuesday, my companion animal and I flew on flight [redacted] from SLC to SAN. Upon check-in at the airport with our ESA dog (previously listed on the ticket), we provided all relevant information and certification. Despite this, the agent at the desk, Terri M., insisted on charging us an additional $95 for our certified ESA animal, even though we showed her the necessary documentation, including a call to my doctor in her presence and our dog always wearing his ESA tag. Her actions caused us to almost miss our flight, causing me extreme anxiety and stress, making the travel ordeal unbearable. I kindly request a refund of the $95 to my Southwest card promptly since this charge was unjust. I am willing to provide the receipt and doctor's ESA letter upon request. Unfortunately, I am unable to attach these documents here. Thank you for your attention to this matter. -Marissa T.

Subject: Assistance Needed with Flight Booking Issue Hello, I am seeking assistance with a booking issue. My companions and I, three senior citizens from Cape Town, South Africa, have encountered a problem with our flight booking to Orlando. After facing difficulties booking on the American Airline website due to my South African credit card, I found a suitable flight on your website for our onward journey from Orlando to Miami. However, during the booking process, an error occurred, and the time of the flight was incorrect. We would never have booked an early flight knowing we would not have landed yet. The passengers are as follows: - Delores A. Lehmensich (69 years) - Norman I. C. Lehmensich (69 years) - Brenda E. Truter (75 years) I have attempted to reach out to the booking site for a refund, but all my efforts have been in vain as the website denies access. This mishap is distressing for us as this trip holds great significance. I believe this issue was a result of a website glitch. Your help in resolving this matter and facilitating the refund would be greatly appreciated. Thank you, Delores L. [redacted] +27 [redacted]

I flew on Southwest Airlines Flight [redacted] from Fort Lauderdale to Montego Bay last Tuesday. When I reached the airport, I waited for my luggage for about two hours, only to realize it didn't arrive with me. The Southwest agents were not very helpful initially, and only attended to us after passengers became upset. I filed a claim after a while. The delay in filing the claim caused me to miss my bus to Kingston. I had to wait on standby for an hour to see if I could catch the last bus. The next day, I contacted Southwest and was informed that my luggage was on a later flight. Later that evening, I was told the luggage had arrived and was being sorted for delivery. But even after waiting the entire night, my luggage did not arrive until over 48 hours later. The delay caused my frozen items to thaw and leak, ruining my clothes and toys intended for my children's Christmas. I am seeking immediate resolution from Southwest Airlines regarding this matter.

Hello, my name is Tracy M. and I am involved with missionary work. During my time in Costa Rica, I connected with a 15-year-old young man whom I mentored and now he wishes to visit the United States. Regrettably, I am unable to afford the round-trip ticket for his travel here and back, as well as the expenses of his 30-day stay with me. I am reaching out to inquire if there is a possibility for your assistance in sponsoring or contributing towards the airfare for this young man, helping him fulfill one of his dreams. Please contact me at [redacted] or via email for further discussion. I would greatly appreciate any support you may offer, as it would mean the world to him. Thank you for your time and consideration. May you be blessed abundantly.

I had a troubling experience yesterday on a Southwest flight. I received a response to my email, but I strongly disagree with the manager's perspective on the incident. I feel compelled to seek legal advice and share my dissatisfaction on social media about what transpired. I'm a 65-year-old, [redacted]-pound woman. I exchanged a smirk with a flight attendant after overhearing a comment she made about me. She responded sharply, which I found inappropriate. I requested assistance to find overhead space among small personal items, but instead of helping, I was asked to leave the flight, causing unnecessary distress. The manager intervened, requesting a conversation off my seat. I felt uncomfortable without witnesses and consulted my lawyer son for advice. Being deemed unfit to fly due to a simple interaction like smirking feels unjust. This experience was distressing, and despite my composed manner, I was left traumatized. The explanation provided by Southwest was unsatisfactory, and I am dissatisfied with how the events were described.