Southwest Airlines Customer Service Issues

My family and I had a wonderful trip to Disney World last October and a great flight with Southwest Airlines. Despite flying during Hurricane Michael, the flight was smooth, early, and the staff went above and beyond to ensure our safety. Unfortunately, my mom was involved in a hit and run accident on January 23, leaving her in critical condition. She is now in the ICU and faces a long road to recovery. I was hoping to plan another trip to Disney to give her something to look forward to after her therapy. Any help or assistance you could provide would mean a lot to us. I have a Southwest Airlines gift card that could be used, and any extra assistance would be greatly appreciated. Thank you for considering our situation.

I took off on flight [redacted] at 05:05 PM from Gate 17A at LAX. My checked bag, with baggage tag CX [redacted] from my previous flight CX882 HKG to LAX, was rechecked by airport staff in LAX. However, I am uncertain if Southwest Airlines has loaded my bag onto my flight. I'm seeking assistance in tracking my bag, and I will confirm its status upon arrival in LAS. **Latest update on April 8, [redacted] (7:15 AM):** Cathay Pacific has informed me via email that my baggage is at LA Airport. Is there a Southwest Airlines representative available to retrieve it from the Cathay counter and ensure it reaches LAS on my behalf? After flying with Cathay, I transferred to Flight [redacted] with Southwest Airlines to reach LAS.

I faced a frustrating situation with Southwest on April 8th when I discovered my 9:45 am flight from San Francisco to Phoenix was canceled. I tried to reschedule my husband's flight for 9:25 am but had issues changing mine online. I attempted to contact customer service but was on hold for over 50 minutes without speaking to anyone. Feeling anxious, we eventually drove to the airport hoping to secure a last-minute seat. It was a stressful experience, and I was disappointed my call went unanswered. The uncertainty of when I could have received help was concerning.

I am a big fan of Southwest Airlines. They are truly the best in the industry. However, during my last two flights, I noticed some noise disturbances coming from the flight attendants. While seated near the front of the plane, I experienced instances where the flight attendants were talking and laughing loudly, disrupting the calming environment on the flight. This happened on both a nighttime and a daytime flight, making me believe that they might not be aware of how loud they are being. As a frequent flyer, I find this behavior unprofessional and wanted to bring it to light for improvement. Overall, I still have a deep appreciation for Southwest Airlines and hope they can address this issue for a more pleasant flying experience. Thank you, Robin

I had an incredibly frustrating experience with Southwest Airlines recently. I booked a flight for my honeymoon vacation several months ago, but just three days before my trip, they changed my morning flight to an evening one. In response, I switched to a connecting flight to avoid a 12-hour wait at the airport. However, when I arrived at the gate, I was told it had been moved to the other side of the airport. The flight ended up being delayed by two hours, causing me to rush off a cruise and take a taxi to make the flight. Even after all this, the new flight was delayed further. This experience was extremely disappointing, especially considering I travel frequently for business. I will not be flying with Southwest again and will be sharing this experience with my family and friends. - Sincerely, Jeffrey James Wilkins.

Dear Southwest Airlines Customer Service, I have always been a loyal customer and have previously praised your excellent customer service. However, my recent flight from BNA to LGA was a disappointing experience. Despite purchasing a more expensive ticket for better flight times, I received multiple inaccurate text messages about changes in my flight schedule causing confusion. The flight information displayed at the airport was also incorrect, making the situation even more frustrating. Upon discovering that my flight was canceled by checking the website, I was rebooked for the next day without any hotel accommodations, refund options, or assistance. Although I understand the cancellation was due to "operational issues," I believe offering vouchers or alternative flight options could have improved the situation. As a young professional on a tight budget, this experience was particularly challenging, especially having to take an unplanned day off from work. I hope sharing my concerns will help enhance the service for all customers in the future. Sincerely, Valerie

I am reaching out to share my recent unpleasant experience with Southwest regarding flight #[redacted] on April 14, [redacted], from Chicago to Birmingham. I received a cancellation notification via text at 2:33 pm EST and was advised to contact Southwest to reschedule or request a refund. Upon calling at 2:39 pm EST, I opted for a callback due to the long wait time of 71 minutes. Unfortunately, despite never receiving a callback as promised, subsequent attempts to reach them resulted in wait times increasing up to [redacted] minutes. Faced with no other choice, I booked a new flight (#[redacted] MDW-BHM on April 15th at 8:10 pm). Regrettably, I could not utilize my existing funds due to technical difficulties and had to pay an additional $[redacted]. As of now, I am still on hold at 3 am seeking resolution. I anticipate a prompt and satisfactory response to this matter to retain my loyalty as a valuable customer. Thank you.

I booked a round trip flight for 3 people from Ny mcarther Airport to Orlando on April 16 at 10:25 am over a month ago. I had plans lined up for that day based on the original arrival time. I received an email saying the flight was canceled, and a new flight time was arranged without my approval to see if it works. I've checked with other airlines and have an alternative flight that suits my schedule better in case I need to cancel with Southwest. The new flight time assigned by Southwest does not work for me and is causing a lot of disruption to our vacation plans. Thank you for that.

On April 18, I traveled from PBI to ISP on the 11:55 am flight. I was disappointed to witness approximately 40 individuals requesting wheelchairs merely to expedite boarding, only to abandon them to buy snacks from the concession stand. Upon arrival in ISP, most of them walked off without needing the wheelchair assistance. A more efficient procedure should be implemented to support genuinely disabled passengers, like having them board last or using the back entrance of the aircraft. It may also be beneficial to require a doctor’s authorization for wheelchair assistance, similar to parking permits. The current practice disrupts the seating order, inconveniencing those who paid extra to be in Group A. This is a recurring issue, and a review of the process may be warranted. Thank you, Sue.

Confirmation WGIH8D (Jaidynn Mason) Funds were collected for a player to attend a basketball tournament under confirmation WGIH8D. The money was given to her father to buy the ticket. Unfortunately, he booked the wrong flight that does not align with the team's schedule. We were advised by customer service to reach out to customer relations for assistance in changing the flight. It is crucial that we get her on the correct flight as we cannot afford to cover the cost again. We have two groups traveling: the first on April 25th on flight #[redacted] departing at 6:15pm from MCI to BWI, and the second group on April 26th on flight #[redacted] departing at 6:40am. Her flight can be modified to match either of these options. Any help in resolving this matter would be greatly appreciated. Thank you, Tiffanie Landry (Team Mom) KC Lady Run GMC Basketball

I dropped off a passenger at Denver International Airport at 05:50 a.m. on Thursday, April 25, [redacted]. The elderly gentleman was using a walker and had three bags. When I approached a Southwest Airlines female employee at the outdoor check-in, I requested assistance for him. Rather than helping, she seemed displeased and directed me to another coworker who was busy with a long line. I was surprised by her attitude as Southwest is known for good customer service. The lack of assistance for an elderly person was unprofessional. This employee would benefit from retraining on how to handle customers, especially those needing extra help.

I recently booked a flight with this airline, despite it being pricier, as I needed to reach my destination at a specific time for my best friend's birthday. Unfortunately, due to a delayed flight, I missed the birthday reservations. I tried to modify my reservation after receiving a text notifying me of a one-hour delay, only to discover it was actually an hour and a half. I understand that delays can occur, but I believe the information provided should be more precise. I am wondering if you offer price matching or some form of compensation for this inconvenience. While I acknowledge that delays are unpredictable, the discrepancy in the timing had financial implications for me, as I had paid extra for this particular flight expecting it to align perfectly with my schedule. Clear and accurate communication is crucial for customers, as even a 30-minute difference can have significant consequences when compounded with prior delays.

Hello, my name is Erin and I am a rewards member with number [redacted]6. Recently, I had a flight from Denver to Vegas canceled due to weather conditions, which was understandable. Unfortunately, it caused significant delays for my expensive weekend in Vegas. Initially, I faced a challenge when calling Southwest and was informed by a representative that I couldn't rebook online after the cancellation, requiring me to speak to an agent every time. After multiple calls and six hours later, I finally managed to be rebooked for a flight the next day. This process hindered me from rebooking promptly online when flights became available, ultimately leading to missed opportunities and changing my schedule. Regrettably, I had to cancel another Southwest flight the following week due to these unforeseen schedule changes. Despite the difficulties, I have deep appreciation for the service provided by Southwest. Thank you.

Dear Customer Service, I am writing to share a recent unpleasant experience I had while traveling with Southwest Airlines. During a recent flight from New Orleans, the plane faced technical issues that led to multiple delays and confusion among passengers. Despite the initial boarding proceeding on time, the pilot later announced technical problems, prompting passengers to deplane and move to another gate. Unfortunately, the new gate did not have a functioning aircraft or crew ready, causing further delays and uncertainty. The process of rebooking flights and arranging accommodations was chaotic, with long lines at the ticket counter and limited assistance from staff. I attempted to contact customer service for help but experienced difficulty reaching a representative. Eventually, after navigating through various challenges, I was able to secure a new flight arrangement but still had to spend the night at the Atlanta airport at my own expense. To make matters worse, I received an email from Southwest the following day offering a $50 companion pass as an apology. Considering the inconvenience and lack of proper assistance during the ordeal, I find this compensation insufficient compared to the standards set by other airlines in similar situations. While I have been a loyal customer of Southwest for over a decade, the handling of this incident has left me questioning whether I should continue to choose Southwest for my future travels.

Dear SWA Customer Service, I want to share my disappointing experience during my recent flight from Seattle to St. Louis and then to Pittsburgh. The person in the aisle seat was extremely large, occupying half of my seat, causing discomfort throughout the flight. Additionally, their poor hygiene made the situation even more unpleasant. When I approached a Flight Attendant for guidance, I received little assistance. I felt helpless and frustrated by the lack of a solution. I would appreciate any advice on handling similar situations in the future. Despite this incident, my wife and I generally enjoy flying with SWA and are frequent flyers with your credit cards and around [redacted],[redacted] miles of FF credit. Thank you for addressing this issue. Best regards, J. and M. Seaman

I am extremely dissatisfied with the condition of the aircraft on flight [redacted]. There were various issues such as loose parts hanging from the ceiling, exposed bolts and screws on the armrest, and the continuous squeaking noise. The discomfort caused me to develop a migraine and feel nauseous during the flight. I am interested in knowing the last maintenance check done on this particular aircraft. I have documentation in the form of pictures and videos to support my concerns, which I will attach to any correspondence.

I had to adjust my flight today due to a regional flight cancellation to Denver. I called Southwest to switch to a later flight, but they charged me [redacted] points for the fare difference. I am hoping to receive some points back because my previous Friday flight, [redacted] from MCI to DEN, was delayed causing me to almost miss my connecting flight. I would appreciate any assistance. My new flight details are as follows: originally scheduled for tomorrow at 10:50 am from DEN to MCI on flight [redacted], now moved to 7:35 pm flight [redacted]. Thank you for looking into this matter.

I need to report an incident that occurred on my recent flight from New York LGA to Kansas City on May 13, [redacted], flight number [redacted]. As I was putting my suitcase in the overhead bin in rows 4-5A, the stewardess named "Jill" accidentally closed the bin door on my hand. Only when I cried out did she realize what had happened. Despite having Early Bird seating at A38, most passengers had not boarded yet. I relocated to aisle 10F and accepted the ice pack offered by Jill. My hand was sore throughout the delayed flight, which departed an hour late. This experience was very disappointing and left me with a lingering pain in my hand. I hope for a suitable resolution or compensation for this incident. Thank you. Dr. R.R.

To: Southwest Airlines RE: Flight [redacted] from Phoenix to Chicago, Confirmation# R38IVN I confirmed this flight on Wednesday, May 8, [redacted]. Around 1:30pm, someone not involved in the reservation process received a cancellation notice for the flight. I called the airline at approximately 5:30pm and was informed that the flight was canceled due to weather conditions. The customer service representative could not explain why the flight was canceled or provide information on available non-stop flights until Friday, May 10, [redacted]. I initially booked a non-stop, round-trip fare in April. After reaching home at 6:00pm, I checked the app and saw the flight was canceled, while the website indicated it was fully booked. In subsequent calls to the airline, representatives were unable to clarify the reasons for the cancellation or resolve the issue of conflicting flight statuses. I escalated my concerns to Tanesha, and while discussing the situation and implications for an elderly family member needing assistance, the call quality was questioned but not resolved. I am sharing this written account to express dissatisfaction with the unprofessional customer service encountered. The lack of clarity on flight cancellations and treatment received do not align with the customer service standards Southwest Airlines is known for. I seek a refund for this experience marked by poor service, unclear information, and a lack of accountability that fell short of expectations.

I purchased tickets for a flight from BDL to ORF with confirmation number 0BHAC2. Additionally, I bought A position upgrades for both flights. When I arrived at BWI early for a delayed earlier flight with available seats and open doors, the ticket agent would not allow me to board despite holding a Business Select ticket. Even though I had time to arrange payment for a one-way ticket, I was denied boarding. After contacting customer service, I was advised to speak with a supervisor at BWI airport. The supervisor at the airport was unhelpful and did not review my reservation, suggesting I should have requested a supervisor before the other flight departed. This lack of understanding and community is not typical of Southwest's customer service. The whole situation left me frustrated, and I felt poorly treated. I believe there was a lack of attention to my Business Select ticket and a refusal to assist a customer. Being left behind while my original flight was delayed only added to my dissatisfaction. I use Southwest and other airlines frequently, but this experience has made me reconsider my loyalty to the airline.