Southwest Airlines Customer Service Issues

I recently booked flights and was disappointed to see a price increase in early bird fees due to no firm policy against saving seats. I received an email response from Southwest apologizing for my experience. While understanding their open-seating policy, I believe there should be some accountability for those who pay the early bird fee. The response mentioned no specific policy on saving seats, but implied that it's not encouraged to save too many seats. Southwest provided a $50 voucher for each of us as a gesture of goodwill and acknowledged my concerns in their monthly summary for senior leaders. Although open seating has its pros and cons, Southwest values customer feedback and aims to address these issues. I appreciate the voucher and look forward to flying with them again in the future.

I arrived at the airport an hour and a half before my 10-year-old son's flight was scheduled to depart. When we reached the gate at 8:12 am for an 8:35 am flight, the door was still open for boarding. The staff member at the gate was rude and told me to arrive early next time. I explained that I had been there for a while due to the busy check-in process downstairs, but she threatened to deny my son boarding without giving a clear reason. Despite calling my son's name, she allowed another customer to board ahead of us. When I requested to speak with her supervisor, they claimed the right to deny anyone boarding and accused me of being aggressive. I escalated the issue further but felt like nothing was resolved. My son has been flying with Southwest since he was young, and this situation needs to be addressed.

As a dedicated Southwest client, I was looking forward to my trip from MSP to MDW scheduled for 6:10 pm. Unfortunately, the flight faced multiple delays, first until 7:00 pm and then further delayed to 11:25 pm. A gate agent mentioned we could all board the 7:50 pm flight due to available seats, creating confusion. However, after a long wait, it turned out the flight was actually full. The lack of transparency and misleading information was frustrating, made worse by the rude behavior of the gate agent when I received the $[redacted] voucher for the inconvenience. Other airlines have handled similar situations more graciously, offering better compensation and sincere apologies. Southwest's customer service in this instance left a lot to be desired.

During my recent trip to Orlando, FL for a crucial business meeting on Sunday, December 2, [redacted], I encountered unexpected difficulties as a loyal Southwest customer. Originally, my flight from DCA to MCO was set for 2:45pm, aligning perfectly with my team's schedule after landing. Unfortunately, unforeseen circumstances led to delays, costing me both money and the opportunity to attend my meeting punctually. While I acknowledge that unexpected incidents can occur, the lack of efficient communication between the airline crew and passengers was disappointing. As a frequent Southwest flyer, comprising 90% of my travels, this was my most challenging experience to date. I hope there might be a way for Southwest to consider compensating me with complimentary points, a voucher, or another form of reparation, as the situation was beyond my control and has affected me negatively.

On December 19th, I missed my flight from Dallas to Hartford. I arrived at the gate at 11:30, but the flight had left by 11:50. I had to take the next available flight, number [redacted], which took me to Maryland. Initially, there were open seats, but they quickly filled up before the doors closed. As I tried to board, I discovered there were indeed seats available. I felt the agent misled me, and I was upset by the experience. My luggage did not travel with me and only arrived on the 19th when I got there on the 20th. I am disappointed by the service provided by Southwest Airlines on this occasion and hope to understand why there was misinformation given by the agent.

We made a flight reservation using a voucher and travel funds, but had to cancel. Initially, customer service confirmed we would receive a refund for both amounts without issue. However, when attempting to use the travel voucher, we were informed it had expired a week after cancellation. This timeframe seemed unreasonable, as most people wouldn't rebook travel for pleasure within a week. During a call to seek clarification, we encountered an unpleasant customer service representative who was unprofessional, especially for Southwest. After finally speaking to a supervisor named Theresa, we were informed the voucher expiration policy prohibited a refund. While she agreed to refund the $[redacted] travel fund portion, she advised us to contact customer relations for the remainder. Despite providing the voucher number, the security code was not given, leading to further complications when attempting to use the voucher. Upon calling Southwest customer service, we were told they were closed for Christmas eve and suggested calling back the next day. Unfortunately, when attempting to rebook, all available tickets had been sold. This frustrating experience highlights the need for better-trained and informed customer service professionals to avoid such situations in the future.

On Thursday, December 20, [redacted], my flight, number [redacted], departed from Baltimore to San Diego. I encountered an issue with a male flight attendant when I attempted to use the front restroom from my seat at 8. The attendant instructed me loudly to use the rear restroom instead, even though the front one appeared available. To my surprise, another crew member used the restroom after I was redirected to the back of the plane. I felt disappointed by this lack of consideration for my needs as a paying customer. I believe a more courteous and customer-oriented approach could have been taken in this situation. Thank you, Lilia Robinson from New York.

I wanted to share my unfortunate experience with Southwest Airlines during my flight from SJC to SNA on Fri, Dec 21, [redacted]. I departed at 3:50 PM from Gate 23. Despite being on medical leave with a wrist injury and cast, I was asked to carry my bag while boarding. I explained my situation multiple times, but the representative insisted. This aggravated my injury. I urge Southwest to address this issue and compensate for the additional harm caused by the representative's actions. I am willing to provide a doctor's note as proof. Security footage can verify my account. Thank you for looking into this matter.

I need assistance with my damaged luggage claim. The airline offered me a $[redacted] ticket credit, but I couldn't locate the receipt for the bag's purchase. The bag was damaged in Ft Lauderdale on November 9, [redacted], and I revisited the airline on December 9. They mistakenly claimed I had accepted compensation before, but it was my sister's bag that was settled. Despite my efforts to explain, they dismissed me. I visited the damaged bag department in Phoenix, AZ, where they confirmed the situation. Without the receipt, they said they could grant the $[redacted] credit. I feel this amount is insufficient as the bag's value exceeded that. Unfortunately, I am having trouble reaching the airline by phone, so I am reaching out for assistance here.

I am an employee at Boston Logan International Airport for Enterprise Car Rental. Often, we assist our disabled customers with rides. When I request a wheelchair or help with luggage from the Southwest counters, I am consistently told there is assistance available, but most of the time no one is there. I take it upon myself to aid customers and locate wheelchairs because of the lack of support. I am disappointed by the neglectful behavior of Southwest Airlines employees towards their passengers. I have purchased a small body camera to document the poor service and plan to share it on my Facebook to draw attention to this issue. Customer service should be a priority for all paying customers.

Good morning, I wanted to share a recent issue we encountered with our flight booking. My husband and I arranged a round trip for my mother-in-law from Orlando, FL to Denver, CO with confirmation number W8LAPR. The departure was smooth, but during her return from Denver to Orlando on a non-stop flight, her luggage didn't make it onto the plane despite her early arrival at the airport. Waiting over an hour in Orlando, she was informed to keep waiting. After almost 2 hours, she was told her bag might be on the next flight. Living 1.5 hours away, she was advised to go home and wait for their call. When checked this morning, her bag still hadn't arrived, and the airline is uncertain of its whereabouts. The luggage holds Christmas and travel gifts. Despite understanding the busy season, I am puzzled by this incident given her early arrival and direct flight. As a loyal member since [redacted], I hope for a resolution and to maintain a positive travel relationship. I trust the luggage will be located, and perhaps a refund or reimbursement can be arranged. Thank you, S. Michaux.

I am sharing the unfortunate experience my family encountered while flying from Las Vegas to Atlanta on December 27th on flight #[redacted]. Our flight was delayed by 4.5 hours, and upon arrival, we faced jetway issues and our luggage arrived before we did. Finding our luggage in baggage at 2:30 am was challenging due to our flight not being listed on the arrival board. The Southwest office couldn't provide clarity on the carousel, suggesting carousels 3, 4, 5, 6, which was frustrating. Adding to our frustrations, on December 29th, departing Atlanta for Ft. Lauderdale on flight #[redacted], we experienced another 3-hour delay. This level of inefficiency is unacceptable. As a long-time supporter of the airline, I am questioning my loyalty after these experiences. Our time as passengers is valuable, and repeated delays cast doubt on the reliability of your airline. Considerably disappointed and reevaluating my choice of flying with Southwest in the future.

On Monday, December 31, [redacted], at Ontario, CA airport, my 12-year-old daughter was scheduled to land at 11:55 PM. Despite being advised to arrive an hour early to meet her, the security closure prevented me from reaching the gate on time. The customer service agent at baggage claim was unhelpful and dismissive, leaving me unable to greet my daughter as planned. However, Supervisor Justin assisted professionally, ensuring my daughter's safe return. I urge your organization to enhance customer service training for all employees, especially concerning unaccompanied minors. Due to this experience with Southwest Airlines, I have decided not to fly with them again. Additionally, my daughter's father encountered poor service in Denver, CO. The lack of empathy from the staff in both instances was disappointing. I hope Southwest Airlines will improve employee training and communication regarding airport procedures to prevent such situations in the future.

Hello, I wanted to share my recent experience traveling from St. Louis to Dallas, Texas. I was on the flight on Wednesday, 12/26 at 7:15. Unfortunately, the flight was delayed without a clear time for departure. After much waiting, the flight was eventually canceled due to weather conditions. The lines to rebook were long and the next available flight was not until Friday, 12/28 at 6:05pm, which was also delayed. Delays continued as the plane was not ready for boarding on time. I had to miss my nursing shift scheduled for 12/28 due to the delays. Dealing with the luggage was another issue. Despite providing detailed descriptions, there was confusion about the whereabouts of checked bags, and it took over an hour for the luggage to arrive. I was disappointed to find my bag soaking wet, likely due to being left outside in the rain. This resulted in wet clothes and gifts inside my suitcase. Overall, my experience with Southwest was disappointing due to the lack of communication and mishandling of luggage. Thank you, Maddie O’Toole

I will be flying in April and need to update my card information with the correct address. Although there are no points on the account with number [redacted]91, I would like to change the address from [redacted] Race Track Road, Odessa, FL to [redacted] N. Glen Ave., Tampa, FL [redacted]. I will need to create a new password for the account. Can I begin the process here? My son is currently contacting the reservation team to provide the Rewards #, but I wanted to address the change in address first. Thank you in advance for your assistance. - J. Colegrove

Hello, I recently tried to book a rewards flight for my son online, but encountered an issue. In December, my account had around 43,[redacted] points, but today it shows 0. I made several phone calls, including one to A-list, which I am a member of. I spoke with Steven Colton from the Rapid Rewards Executive Line, who informed me that the 24-month inactivity period had expired on December 19, which was 22 days ago. I was unaware of this policy and would have managed my account differently if I had known. I expressed my disappointment as I have always understood Southwest points do not expire, but he stated there are no exceptions to protect the program's integrity. My son, a college student, hasn't traveled in the last two years, resulting in the inactivity on the account. He will be traveling soon for job interviews after his graduation in May. I emphasized our loyalty to Southwest, my A-list status, and my extensive travel history with the airline. However, despite my plea, Steven explained that the points couldn't be reinstated for booking today. I was surprised by this decision as I have always appreciated Southwest's exceptional customer service. I am reaching out to see if there is any way to reinstate the points as a one-time exception. Thank you.

Dear Forum Members, I would like to share a recent experience I had with Southwest Airlines. I felt compelled to provide feedback on the service my two boys received on Flight [redacted] departing from San Diego on Tuesday, January 8, [redacted]. Despite a kind gesture from the lady at the front counter, the experience took a negative turn at the gate. The employee scanning tickets displayed rudeness and a lack of friendliness towards my boys, giving them a cold and unwelcoming welcome before their journey to visit their grandparents in Florida. This behavior was unsettling, especially considering it was their first flight without us. I believe it's important for Southwest Airlines to address such instances to uphold their reputation for excellent customer service. I hope this feedback reaches the necessary channels for improvement. Thank you for listening to my concerns. Best regards, Lisa S.

A few months back, my partner and I made a flight reservation for two individuals, which we later had to cancel. Unfortunately, the fare we paid was non-refundable. We were informed that the amount would be retained in our account for future use. Now, we are interested in making a new reservation and utilizing the credit from the previous booking. We would like to rebook a flight departing from PDX to LAS on March 10th, departing at 10:55 am, and returning on March 16th at 7:50 pm, both as non-stop flights.

To whom it may concern, I am writing to share our disappointing experience traveling to Jamaica on Southwest Airlines flight [redacted] and [redacted] from Houston on December 19, [redacted]. This was our first time flying with Southwest, and it was the worst travel experience we've had. Despite checking in 4 bags in Houston for our trip to Jamaica, only one made it on the flight. This left us without any spare clothes for 2 days. What made matters worse was that the staff were aware of the missing bags but failed to inform us, making us wait in line for over 2 hours before realizing our bags were not there. After approaching the Southwest counter, we were shown a list where our names were listed first, indicating our missing bags. It was quite frustrating that none of the staff had the decency to inform us, leaving us to wait in line needlessly. We were promised our bags would be at the airport by noon the next day, but after delays, we had to make a 5-hour trip to retrieve them, costing us $[redacted]. This situation not only affected us but also caused our brother-in-law to miss his son's wedding due to a similar mishap on another Southwest flight. We are disappointed and seek compensation for this ordeal. Thank you for addressing this matter. You can reach us at [redacted] or email us at [redacted]. Sincerely, Laurence and Andrea Christie

Dear all, On January 27th, my sister and I traveled from Cancun to Florida with your airline. We understand that the gate was closed due to heavy rain that night at the airport. The long delay caused our cousin, who was supposed to pick us up, to leave for work, leaving us stranded. While other passengers received vouchers for their next Southwest reservation, we did not, even though the delay impacted us just as much. Fortunately, a flight attendant assisted us by sending us to a hotel since we had another flight early the next morning. Upon reaching the hotel, we found out that the voucher only covered the room, not food. As travelers on vacation, we had no cash and no credit available after spending all our money in Cancun. We were surprised and disappointed by this, as we feel food is an essential part of any accommodation service. We kindly request our vouchers be provided to us promptly. You can contact us at [redacted] and [redacted] Regards, Martine and Fabienne