Southwest Airlines Customer Service Issues

Subject: Commendation for Exceptional Southwest Airlines Employee Dear Southwest Airlines Customer Service, I am reaching out to express our sincere gratitude for the exceptional service provided by Lisa at the Cleveland baggage claim area. Our team was facing a challenging situation involving misplaced ice skates belonging to Dinh Tran, a prominent figure skater. Thanks to Lisa's extraordinary efforts, the skates were successfully retrieved and delivered in time for an important evaluation. Lisa's dedication and commitment to resolving the issue went above and beyond our expectations. Despite encountering obstacles, she persevered and ensured that the skates reached us promptly. Her kindness, professionalism, and initiative were truly remarkable. We are immensely grateful for Lisa's invaluable assistance and believe that her outstanding service should be recognized and appreciated. We kindly request that Southwest Airlines acknowledge her exceptional performance and consider any appropriate forms of recognition. Please convey our heartfelt thanks to Lisa for her exemplary support during this challenging time. We are grateful for her selfless actions and unwavering dedication to customer satisfaction. Thank you for your attention to this matter. Warm regards, Dee G. Scottsdale, AZ [redacted]

Dear Southwest Airlines, I recently purchased three round-trip tickets for my family to visit me from Indianapolis, IN to Tampa, Florida. While their trip down was smooth, their return was quite challenging, especially for my 92-year-old mother who uses a wheelchair. The flight scheduled for 7:55 pm was delayed multiple times, initially to 8:30, then to 9:10, 9:45, 10:15, and eventually 10:35. This delay was attributed to "operational" issues, which we understand may be related to Southwest's current mechanic problems. I believe my family is entitled to compensation for this delay, which exceeded two hours. I appreciate your attention to this matter. Confirmation #U6LELY Bonnie Smith Dennis Smith Phillip Smith Thank you for your understanding, Loretta Yeager

Dear Sir/Madam, I am writing to address an issue with flights I booked for a trip to Disneyland. My husband and I had planned to travel from Lubbock, Texas to LAX, but decided that Orange County Airport would be more convenient for our visit. On February 16, I attempted to change our flights, but encountered errors. Consequently, I mistakenly canceled the initial flights instead of changing the destination, leading to travel credits for the original booking and charges on my credit card for the new ones. Unfortunately, I only realized this after receiving my credit card statement. While my husband, mother, and I could utilize the travel credits in the future, the other passengers on the booking cannot. I am requesting a refund of $[redacted] to be issued to my credit card, as there is still ample time for the unused tickets to be resold. I appreciate your understanding and assistance in resolving this matter promptly. Thank you for your attention, Cindy W. [redacted] 85th St Lubbock, Texas [redacted]

On 2/7/[redacted], I experienced an issue with your airline regarding delays in Atlanta. The flight was held until it was fully booked, despite initially being told there were delays. When I contacted customer service, they denied misleading information. I made it clear that I would not require a refund for my prepaid ticket if my return flight was not honored and suggested not checking my luggage. Moving forward, if there is a possibility of such issues reoccurring, I request my reservation be canceled without a refund. It is better to part ways than deal with unreliable service. Please be aware that I will take action if faced with similar misleading practices. The incident in question was related to my flight with confirmation number SN2C55 on 2/7/[redacted], Flight #: [redacted] departing at 9:50 AM from Ft. Lauderdale to Chicago. I trust you will handle this matter accordingly for our mutual benefit.

To whom it may concern, My name is Cindy Water. My husband and I had arranged a trip to Disneyland for our grandkids and their mothers, purchasing plane tickets from Lubbock, Texas to LAX in December. Wanting to be closer to our destination, I decided to change our flights to arrive at Orange County instead. On February 16, I attempted to make the changes but encountered errors, leading me to cancel the original flights in the wrong order. This resulted in receiving travel credits for the first booking and being charged for the new flights on my credit card. Discovering this error when reviewing my credit card statement, I realized that the travel credits would be usable for my family but not for the 3 kids and their mothers. With four months until the tickets could be resold, I kindly request a refund to be credited back to my card for the unusable tickets, totaling $[redacted]. Thank you for your understanding. Cindy Waters [redacted] 85th St Lubbock, Texas [redacted]

I flew from St. Louis to Phoenix on Flight number [redacted] with my dog in a kennel and two carry-on bags without any issues. However, when I was about to fly from Phoenix to Ontario on Flight number [redacted], I was informed I needed to check one of my carry-on bags, despite already paying for my dog's kennel. Supervisor Courtney with badge number [redacted] insisted I had to check a bag. I found her response arrogant, especially after a 1.5-hour delay due to a cockpit wiper replacement on Flight [redacted]. I believe my kennel should not be considered a carry-on, as explained in St. Louis. If I'm charged for it being a carry-on, I expect a reimbursement of $95 and an apology from the supervisor. Additionally, my checked bag was damaged in transit, further raising concerns about the handling.

Dear Customer Service, I typically don't write letters unless the experience is exceptional in either a positive or negative way. Unfortunately, I must address a negative experience. On 2/14/19, I had a flight from OAK to TPA with a layover in HOU. Departing from OAK, we were delayed, risking many passengers missing their connections. While I understand the delay was due to weather, my concern is how the flight attendants managed the deplaning process. Passengers with a chance to make their connecting flights, like myself, should have been given priority to deplane over those whose final stop was Houston or who had already missed their connections. Regrettably, the flight attendants did not instruct these passengers to stay seated, causing delays in deplaning. Upon exiting, we were not informed of our gate, and there was no gate agent at the jetway to provide guidance. Lacking familiarity with Houston airport, I was stressed trying to locate my next gate at the opposite end of the concourse, fearing I might miss my boarding. Running across the concourse, I sought guidance from a different gate agent to finally reach my correct gate. This stressful experience could have been avoided if: 1) Flight attendants directed Houston-bound passengers to remain seated. 2) Flight attendants directed passengers with missed flights to stay seated. 3) Flight attendants asked passengers with connections further than 30 minutes to stay seated. 4) A gate agent was present at the jetway to assist passengers. This ordeal caused unnecessary stress and inconvenience. Sincerely, M.P.

In [redacted], I had to cancel a flight and was issued a credit of $[redacted] per person. The representative mentioned I had until March 26, [redacted], to use this credit. When I tried to book new flights on March 4, [redacted], I found out the credit couldn't be applied to flights in May [redacted]. This was not clearly communicated, causing me to potentially lose around $[redacted] in credit. I am hoping to apply this credit, totaling over $1,[redacted], to my recent flight purchase made on March 4, [redacted]. If that's not possible, I would appreciate an extension on the credit, as I thought I had until March 26, [redacted], to use it. Unfortunately, I cannot make travel plans before the 26th and would like to find a solution to utilize this credit. Thank you for your assistance. - L. Lerma

Yesterday, on 03/10/19, I was on flight [redacted] from New Orleans to Dallas. Unfortunately, the flight experienced two delays. Upon arriving in Dallas, I had to endure a 5-hour drive to reach my destination, which would have been more manageable if the flight had been on time. Following the initial delays, we spent approximately 45 mins on the runway before taking off and then another 30 mins on the runway after landing in Dallas. This situation caused significant inconvenience given the long drive ahead of me. I didn't reach my destination until 2am, only to have to get up for work at 7am. The lack of sleep left me extremely exhausted. I am hoping for a refund or some form of compensation as this experience left me very dissatisfied.

Hello, I have been a Rapid Rewards member with my wife for several years. When I inquired about the lack of Drink Coupons, customer service mentioned the benefit was no longer available, only to discover on a recent trip with our cousin that he had received them by mail as a new member. It was disappointing to see Drink Coupons circulating on the flight when we hadn't received any for years. I feel let down by the lack of transparency and want to address this issue with Customer Care to understand why this discrepancy exists and find a resolution. Best regards, Donald M. Priority #[redacted][redacted] Carol M. Premiere #[redacted][redacted]

To Whom It May Concern, I am reaching out to address unresolved travel funds from my reservation S96MSA for March 2nd to March 3rd, [redacted]. I had cancelled the booking on March 1st at 9:58 am. Despite multiple attempts to use the travel funds online, I was prompted to call [redacted]. This led to multiple frustrating calls, enduring wait times ranging from 38 to [redacted] minutes. Finally speaking with an agent on Sunday evening, I was informed it was considered a no-show. I requested credit to be held for my reservation and was advised to call [redacted]. Following up at 5:50 pm on Monday, I was directed back to [redacted] (with an 84-minute hold) to extend my reservation. Only on Tuesday was I informed that the travel fund couldn't be utilized until further investigation. Consequently, I requested the ticket to be charged to my American Express card. During a subsequent call to cancel reservation KNBJLU, I interacted with the very helpful agent Michelle from San Antonio. She referenced detailed notes on my original flight S96MSA and my desire to use the travel funds for the Las Vegas to LAX trip on March 2nd to March 3rd. Navigating through these procedures alongside the prolonged wait times has been truly draining. As a loyal Southwest Airlines customer, I have been faced with challenges accessing my travel funds due to difficulties with the app and website. Despite my commitment to SWA over the years, recent wait time issues have caused considerable frustration. While I have always been an A-Lister, falling short on one flight this year has impacted my standing. I attribute the longer wait times to weather conditions, spring break, and the addition of Hawaii routes by the airline. Given my prior cancellation of the flight on March 1st (evidenced by the screenshot taken at 9:58 am), I request for the travel funds to be reinstated. Additionally, I am appealing for the reinstatement of my A-List status, emphasizing my long-term loyalty as a passenger of over 25 years. Should you require further details, I can be reached at [redacted]. Sincerely, Sharon L. P. MD [Redacted]

Dear Community Members, We want to express our gratitude to SouthWest for their credit card benefits, reward points, free drink coupons, and onboard humor. It truly means a lot to us. We had a recent unsettling experience on flight [redacted] on March 17th. Traveling with small children is challenging, especially while pregnant, and we encountered a few issues: 1) Initially denied a cup of ice by one staff member but later received it from another. 2) Experienced impatience from a staff member during family boarding. 3) Received conflicting instructions about our daughter sitting on my lap after the seat belt sign was off. These incidents made us feel unwelcome. We believe that when families travel with children, some level of understanding and patience is expected. We hope for a more welcoming environment for families in the future. Best regards, S. and E. Grossman from Atlanta, GA

On February 11, [redacted], my spouse and I began searching for flights to Michigan on Southwest Airlines to visit relatives. We discovered a reasonable flight with a $[redacted].00 credit offer if we applied for a Southwestern Rapid Rewards credit card. Excited, we applied but encountered delays without clear answers. Frustrated, we eventually booked our flight before losing the deal. A month later, we received the Southwest credit card with an unexpected $69.00 annual fee and $11,[redacted] credit limit. Feeling misled, we promptly canceled the card. This experience left us disappointed and annoyed. We believe Southwest's advertising was deceptive, and we expected better from them. Kathleen Z.

This morning, my family flew from Chicago to Phoenix with Southwest. Upon arrival, we discovered one missing bag and a car seat. We reported the missing items and were informed that we would be contacted once they were found. Later, Demitre called to inform us that our belongings had been located. However, when my husband inquired about a possible credit, Demitre responded rudely, asking what was more important: retrieving our bags or receiving a credit. This unprofessional behavior left us feeling uncomfortable. The lost bag and car seat caused a significant inconvenience, especially since the loaner car seat provided was not suitable for our 15-month-old daughter. As a result, we now have to purchase new clothes and toiletries. This experience with Southwest's customer service was disappointing, especially considering it is the first issue we've encountered with the airline's staff. We hope it will be the last. -Kellie

I had to rush back due to my son's medical emergency. I searched for SWA Tampa airport online and found a link with the airport address and contact number. After calling, they offered me business class seats for $[redacted] on the last flight. At the gate, I discovered there were only 17 passengers and realized I may have overpaid. The gate agent confirmed the discrepancy and informed me that the entity I contacted was not SWA. It seems there is a group pretending to be SWA, as their emails resemble those from SWA. I would appreciate it if someone could get in touch with me promptly to discuss this matter further.

Our flight from Chicago to Raleigh on 3/14/19 experienced delays of at least an hour because of a lack of available pilots and flight crew. Subsequently, we were further delayed for another half an hour at the gate to accommodate an additional passenger, which we found unacceptable. During the flight, there were two dogs not in carriers and one cat on board, raising concerns for passengers with allergies. Additionally, we were disheartened by an incident where a passenger with a dog reportedly prioritized boarding over a handicapped individual in a wheelchair. The overall service was disappointing; the amenities provided did not seem commensurate with the ticket price, as we received only a small portion of pretzels and ice with limited beverages. This experience has prompted us to contemplate switching to a different airline due to the chaotic nature of this trip.

I had a disappointing experience trying to board a flight with Southwest for the first time. When I asked the first employee at the desk about stand-by options, she was unhelpful and seemed to have a negative attitude. Despite her discouraging response, I decided to wait and see if a seat would open up. However, when I inquired about the boarding announcement with another employee, the first employee rudely told me to sit down without explanation. This encounter left a bad impression, making me hesitant to fly with Southwest in the future. Fortunately, the second employee I spoke with was much more polite and provided me with information, even though the chances of getting on a flight were slim. I believe professionalism is essential, and I plan to address this issue with the first employee to ensure better customer service for others in the future.

I made a reservation online on February 28, but I have not received the emailed receipt yet. The charges have been posted on the credit card. The website seems to be down as none of the links are working. I managed to get through on a call, and I was assured a call back within 71 minutes, but when they did call back, my phone only rang once and then disconnected. I am eager to receive the emailed receipt for my reservation. It is important to me that customers are treated well and that there are sufficient resources to handle calls effectively. Please address the issues with the website promptly.

My husband and I were scheduled to fly on March 25, but he initially cancelled his ticket. I was informed I would receive a voucher, which would take 7 days. However, he changed his mind and rebooked his flight for March 22, paying for a new ticket. We were told the refund for the cancelled ticket would be credited back to my credit card. I have yet to receive the voucher or refund after contacting SW multiple times. My confirmation flight number was JL8Q5M and my husband's was RHH4YO. I hope this issue can be resolved promptly. Thank you. - Cecilia D.

Hello, I wanted to share an unfortunate incident that occurred on our flight from Ft. Lauderdale to Nashville on April 1, [redacted]. Our flight was delayed by 45 minutes. Additionally, there was confusion about seat-saving policies as my husband and I and another passenger argued over saved seats. The situation escalated due to miscommunication between the passengers and flight staff. The issue led to discomfort and we would appreciate receiving the official policy on seat-saving to avoid future conflicts. The experience left us feeling offended by how it was handled. Thank you, E&L Lyons [redacted] [redacted]