Southwest Airlines Customer Service Issues

For the past two years, my granddaughter, Sierra, has been receiving free Southwest tickets from a friend whom I suspect is an employee. She has been trying to get me to do the same through her, but I have consistently declined. Recently, I overheard her neighbor mentioning a trip scheduled for the end of May [redacted] that Sierra didn't disclose. I have concerns about potential fraud because Sierra hasn't provided any names of these friends or her address, despite living in San Jose, while I'm in a different time zone. Sierra has traveled to various locations, and she lives with her boyfriend, Robert, has a part-time job, and struggles with mental illness. I'm curious about the friend's intentions and if Southwest is aware or approves of these frequent trips. Sierra wants me to visit her using Southwest, but now that I suspect something amiss, I want to ensure I am not inadvertently involved in any illegal activities. I am worried that Sierra's travels may be causing problems and wish for her to cease flying around the country.

During a recent trip to Mexico with my husband flying Southwest, we experienced a delay during a tornado warning in St. Louis. Unfortunately, our luggage ended up getting soaked, giving the impression that it was left out in the rain. Upon returning home to New Orleans very late, I noticed my clothes and gifts were wet, with a sun dress even causing color to bleed onto my undergarments. Despite contacting customer service multiple times, I have yet to hear back from anyone regarding this issue. My flight confirmation numbers for the incident are 0526WN634336 and 0526WN634332. I can be reached at [redacted]. Thank you for your help in resolving this matter.

My Austin departure on 5/21/19 at 10:45 am was delayed due to a late flight from Dallas, causing me to miss my connection in San Jose. I was in a wheelchair due to broken toes, making it challenging when I was paged to change gates without assistance. Southwest rebooked my flight, but I ended up with a 5-hour layover in San Jose, leading to severe foot swelling and pain. I was left alone to manage in San Jose, feeling that more could have been done to assist me. Upon arrival, I was given a wheelchair but then asked to give it up for another passenger, resulting in a wait for a new one. Overall, my experience on Flight [redacted] #WCANT6 was extremely unpleasant due to these circumstances.

I am sharing my recent frustrating experiences with Southwest Airlines. In the past month, I have had three flights cancelled by the airline while other airlines did not cancel their flights during the same periods. Each cancellation forced me to reorganize my plans last minute, leading to financial losses. For example, a direct flight from Chicago Midway to Tampa, Florida was replaced with a flight 24 hours later with a layover. This resulted in a delayed journey taking over 6 hours instead of the initial 2 hours and 30 minutes. I had to take time off work without pay, pay for a hotel, transportation, and adjust my planned activities. As a loyal Southwest customer with a credit card, these incidents have made me doubt the reliability of the airline. I am considering canceling my credit card and would like Southwest to compensate me by providing a complimentary flight to make up for the inconvenience and stress caused.

My flight from Boston to Atlanta on 4/19/[redacted] was canceled. The departure kept being delayed until it got canceled around 9pm. I was supposed to receive a credit for my husband, B.C., and myself, N.C. We should have a $[redacted] credit each, but I don't have the confirmation number. I spent two hours on the phone trying to reach a representative, most of it waiting. I contacted Rapid Rewards, but they only show my April flight; my husband forgot to add his rewards number. I also tried reservations, but again, was on hold. I hope you can check your records to verify we were on the canceled flight and help us with our refund. We want to keep flying with Southwest and regain our trust in your airline. Thank you for looking into this for us.

Dear Support Team, I am reaching out regarding a flight I purchased using my debit card, with confirmation number J77PO2. I recently experienced a breakup with my ex-girlfriend, who needs her Emotional Support Animal back urgently. I originally bought a plane ticket for her friend to bring the dog, but the friend canceled the trip, and now I am left with the responsibility. I would like to request a refund for the ticket I purchased or at least have the miles transferred to my name, Ryan Smith, so I can personally deliver the dog to her. This is a unique situation due to the circumstances surrounding our breakup and her need for the support animal during this challenging time. Your assistance in resolving this matter promptly would be greatly appreciated. Thank you for your attention to this issue. Sincerely, Ryan Smith

I am experiencing some confusion regarding my recent flight booking with your airline. I used my credit to book a flight, but upon checking, the credit is no longer showing in my account. The original flight was booked on July 30th, [redacted], and canceled on or before October 15, [redacted]. I attempted to rebook a flight using the credit on Feb 6, [redacted], but my credit card was charged instead of using the credit. The credit, which should expire on 7.30.19, seems to have disappeared from my account. I now find myself out of $[redacted].98. I need assistance in resolving this issue as I cannot afford to lose this money. I followed the steps on your website to rebook using my credit, but the system charged my card instead of applying the credit. I am unsure where the error lies and would appreciate your help in rectifying this matter promptly.

To Whom It May Concern, Flight Ticket: [redacted][redacted] Passenger: Tammy L. Horvath Confirmation #: NAKX90 I am writing to express my extreme disappointment with the recent changes to my flight itinerary. I received notice of these changes via email less than 5 hours before the scheduled departure, which I found completely unacceptable. The altered route took me through multiple cities, including Albuquerque NM, Dallas TX, San Antonio TX, and Atlanta GA, before reaching my final destination of Richmond. This experience contradicted Gary Kelly's assurance of a reliable schedule and optimal operation in his June article for Southwest Airlines. While I appreciate the $[redacted] voucher provided by Southwest, it does not make up for the inconvenience caused by the changes. I am requesting a full refund to be credited back to my card, in place of the voucher. If needed, please contact me for my credit card information, or I will monitor my account for the refund. Disappointed, T. Horvath

I am frustrated by the constant flight delays in and out of San Francisco with Southwest Airlines. The staff has been rude and unhelpful, and I feel they lack basic kindness and sensitivity. I have experienced delays on my last seven flights, and I no longer want to fly with Southwest due to these ongoing issues. The lack of transparency about delays and the unprofessional behavior of the staff have made my travel experiences unpleasant. I will be looking for alternative airlines to avoid these problems in the future.

Dear Southwest, I am writing to address an issue regarding the Companion Pass status that was originally granted to me in April [redacted]. I had planned to share this benefit with a member of my support group, G.A.W.L.Y, catering to survivors of various challenges. Although a subsequent email retracted the Companion Pass, I only discovered this correction in June [redacted] while reviewing my inbox. Up until then, I was under the impression that the pass was still valid. I believe that Southwest should honor the Companion Pass, given that they acknowledged their mistake. Rescinding this benefit puts me in a difficult position, especially as I had promised to take the young lady along. I kindly request Southwest to reconsider and reinstate the Companion Pass as a gesture of goodwill towards a loyal customer and the deserving individual who was anticipating this opportunity. Thank you for your attention to this matter. Warm regards, Deneen, also known as Dram'Ma, a Performance Poet from Bmore and the Founder of the Speak Up Speak Out Movement

Hello, I usually have a great experience with Southwest, but recently, my wife, brother, and I had a disappointing experience. We had a reserved flight from Burbank to Oakland on June 7th. Our reservation numbers were MK9zoH and RDP733. Our flight #[redacted] got canceled 2 hours before takeoff, causing us to miss an important meeting in Oakland. Despite our efforts to re-book, there were no available flights to Oakland, so we had to settle for a much later flight to SFO. This was the worst service we've encountered with Southwest, and it has made us reconsider flying with them in the future. Thank you for your time. Best regards, Josh Possell

On the 28th of May, my spouse and I boarded Flight [redacted] from New Orleans to Midway. The captain informed us of a 35-minute delay due to grounded flights in Chicago caused by weather conditions. After waiting for 35 to 40 minutes, we were instructed to deplane as no flights were departing that night. Unfortunately, no accommodations or support were provided, which was particularly challenging as my husband has visual and hearing impairments. I would have expected Southwest to proactively assist those affected on that day, especially considering their reputation as family-friendly. When I contacted customer service, I received no help or apology, only being told to send an email, which might not be accessible to everyone. I believe a voucher for future travel and an apology for the lack of assistance following the cancellation are warranted. As loyal senior customers, we have always enjoyed flying with Southwest Airlines but were left disappointed in this situation. Thank you for your attention, Ernest & Mary Hagler.

I have been experiencing issues with Southwest Airlines since March. During a golf/casino trip, my clubs did not arrive, even though my luggage did. The claim department agreed to cover rental clubs, shoes, and balls, but this was not ideal as I prefer to use my own equipment on prestigious courses. Despite being told my clubs would be covered up to $[redacted] through their insurance, after multiple attempts to file a claim online and via fax, I did not receive proper communication or resolution. At one point, I was directed to the Executive Branch for help, only to face further delays and unreturned calls. As a retiree with a new set of clubs gifted to me, the situation has been frustrating and I have yet to receive a satisfactory response or resolution.

Kudos to Southwest Team at Sky Harbor Airport, Gate D6! I am a therapeutic musician who relies on Southwest's generous baggage policy to carry my harp. Unfortunately, I missed my flight today due to oversleeping, creating a challenging situation with my oversized carry-on. Upon arriving at the gate for my rebooked flight, I encountered Susan and Scott. Susan handled the situation with grace and reassurance, offering helpful advice, while Scott efficiently secured me a spot on a later flight. Their professionalism and assistance were truly commendable. I appreciate the exceptional service I received from Susan and Scott during a stressful time. Thank you for going above and beyond to accommodate my unusual travel circumstances. Warm regards, Shannon S. RR [redacted]

I booked my travel dates for June online, but my email confirmation shows September dates. Customer Service wants me to pay the fare difference to change it, but prices have increased since my booking. I explained the situation to a representative, but she didn't understand I can't travel in September due to a June event. She mentioned people booking unnecessary dates, which was frustrating. I believe there may be a computer issue on Southwest.com where it selected cheaper dates instead of my choice. I need to reach someone more understanding than the previous employee. Travel plans are often set for specific dates, not just based on fare costs.

Subject: Unpleasant Experience on Flight [redacted] - June 16 Dear Southwest Airlines Team, I am a long-time Southwest Airlines customer and I wanted to bring to your attention an unfortunate incident that occurred today on Flight [redacted] from Nashville to Chicago. During the flight, a situation arose between myself, a fellow passenger, and one of your flight attendants. Following an announcement to collect remaining items, I lightly tapped the flight attendant on her shoulder to indicate the guy in the middle seat needed assistance with his trash. The response from the attendant was unnecessarily sharp, with a comment about not liking to be touched. This left me quite surprised as I was simply trying to help with the request that was just made. As someone who manages a team that interacts with the public regularly, I believe that the flight attendant could benefit from additional customer service training. My intention was not to cause any discomfort or disrespect, just to support the crew's efforts in maintaining a tidy cabin. I hope you address this issue for the benefit of both your crew members and passengers. Sincerely, Jan A. Email: [redacted] Please excuse any brevity or errors in this message as it was composed on my iPhone.

I recently booked a car rental through a Southwest agent to go along with my flight. I am a frequent flyer and car renter. However, my experience with Budget rental car at Midland/Odessa airport was disappointing. I called Southwest today and was directed to Budget for a resolution. It was frustrating to deal with this while at work, especially receiving a call about a car I had already returned. Budget's lack of staff at the counter during pick-up and drop-off further added to the inconvenience. I had to wait and follow instructions to refer to Avis, which was not what I expected when renting from Budget. This experience has left me dissatisfied, and I will avoid using Southwest for car or hotel arrangements in the future. My reservation number is [redacted]5-us-1.

I need to share my experience concerning the customer service I encountered on June 19th. Upon my arrival at the airport, my flight was delayed, and I was placed on standby for an earlier flight, which I was okay with. Upon reaching my destination at Gate C-14, there was no one present, so I went to Desk C12 for assistance with the Denver flight. Upon arrival, I asked the lady at the desk if I was in the correct place, and I showed her my tickets. She confirmed my location but reminded me I was on standby. I waited until the last passenger boarded and then approached the lady to inquire about available space for me and my little cousin. However, she responded inappropriately, raising her voice at me. Despite being told the flight was full, I made it onto my next booked flight. I did not manage to get the employee's name at Desk C12 due to the situation. I would like to speak with a manager about this incident to address the unprofessional behavior. Flight details: Gate C-14 on June 20, [redacted] (Flight confirmation: POQN96) from Las Vegas to Denver. Thank you.

My spouse, another couple, and I booked a vacation to Vegas through your site. Our return flight was scheduled for Monday, 6/18/19, departing at 6:35 am. During boarding, a family needed a seat for a parent to sit with their child. Despite no one volunteering, my husband and I gave up our seats for them. I was promised a drink voucher, but when I asked after the flight, I was told it was only valid at that moment. This left us feeling misled and disrespected after sacrificing our comfort for another passenger.

I flew from Las Vegas to Phoenix on Flight # [redacted] on Monday, June 17th, [redacted]. I was seated in the front row on the left bulkhead in the aisle seat. A passenger who needed two seats sat in the middle seat, encroaching into my space. Despite my discomfort due to recent medical procedures for my back and knee, the attendants did not address the issue. The situation caused me significant distress from the 17th to the 21st. I believe I should receive a complimentary one-way ticket as a gesture of goodwill for the inconvenience. The passenger in the window seat also experienced discomfort. It is unfair for Southwest Airlines to allow this passenger to infringe on others' space without consequences. I hope Southwest will consider compensating me for this unfortunate experience.