Southwest Airlines Customer Service Issues

I recently encountered a frustrating experience with Southwest Airlines that started at the check-in in New Orleans. After waiting 45 minutes in line, they said I was late when there weren’t enough open lanes. Upon arrival in Sacramento, two of my bags were missing and I was informed about potential delivery charges. Despite promises, my bags were not delivered as expected, causing stress during my business trip. I had to spend $80 on taxi fares and toiletries to attend my meetings. I hope for reimbursement of $70 for the taxi rides and toiletries. This incident has left me disappointed and concerned about future flights with Southwest. Thank you.

On February 14th, I booked a non-stop round trip to Portland for two seniors, and it was changed to a flight with a stopover, causing us to arrive too late for our meeting. I had to adjust my travel dates to August 21st, book an extra night at a hotel for $[redacted], and re-book the car for an additional $[redacted] just for one extra day. This change has left me quite frustrated as a long-time Southwest Airlines customer. Another incident involved our return flight from Oakland on June 10th, where we were switched from a non-stop to a one-stop flight in Las Vegas, despite there being a direct flight available at the same time. This change happened even though the reservation was made back in January. I believe Southwest Airlines should provide some form of compensation to their loyal customers for these inconveniences. I recently canceled my Southwest credit card in protest. I am requesting at least a free flight for two seniors in the US or $[redacted] in compensation.

When I arrived at the airport for a 12:50 flight and checked in at 9:15, the agent informed me that my flight had already departed, causing a rush to re-book my trip for my granddaughter's birthday party. I had to spend $[redacted] to stay at a hotel in Oakland for the night due to the only available flight. The booking agent initially sent me confirmation, but later booked me on a different flight without notifying me through email or phone. This unexpected change was highly inconvenient, and I believe some form of compensation or a voucher should be provided. The entire experience was distressing as I had limited funds for the trip, and dealing with the hassle of retrieving my luggage, staying at a hotel without sleep, and having to return to the airport at 4 am. This chaotic situation occurred while trying to make it to my granddaughter's first birthday luau in Vegas.

We arrived at the gate 15 minutes before our flight's departure time. Seeing no passengers boarding, we assumed the plane was not yet boarding. While waiting at the gate, the screen first showed boarding and then suddenly switched to departing. I spoke to a Southwest employee before the departure time, and they mentioned names were being called throughout the airport. Despite being in the airport for an extended period before the flight and waiting at the gate for 15 minutes before departure, our names were never called. I revisited the desk before the departure time only to find out the plane had already left. As a result, we missed our flight and had to spend extra money on meals and an additional night at a hotel. These events were truly upsetting and disappointing. C.N.

On June 7,[redacted], during my trip from Phoenix to Nashville, my luggage was mistakenly sent to San Diego instead. It was delivered to me by a courier 24 hours later at my hotel. Southwest provided me with a $[redacted] voucher to buy clothing. I spent a portion and was instructed to request reimbursement at the airport. The staff redirected me to contact customer relations who advised me to email Southwest. I am now attempting to do so. I was also informed about a voucher for a future flight, but due to personal reasons, I cannot utilize it. As a senior and recently widowed, I am unable to claim the voucher for a future flight. However, I believe I should be compensated for my return flight from Midway, Chicago to Phoenix on June 18. I hope to resolve this issue promptly. Thank you for your attention to this matter. If additional information is needed, please reach out to me.

In April, our group of five had made reservations for a trip to the Royal Decameron in San Jose Mexico. Southwest had promoted the resort as "Adults Only." Upon arrival, we were surprised to see children making noise and playing in the lobby. We specifically chose this resort to avoid disruptive children as past vacations were negatively affected. Despite being upgraded, we still had to contend with noisy kids throughout our stay, resulting in a disappointing vacation. We have decided not to book with Southwest in the future due to this experience. The miscommunication regarding the resort's policy was frustrating, and we feel Southwest should address this issue of false advertising. Just to clarify, I am a father of three children and four grandchildren.

I am Jennifer Joan Cruz Estella, an employee of the Philippines’ House of Representatives. I am currently on a 'vacation' from June 4 to July 7, [redacted], to visit my aunt and uncle in El Paso. Unfortunately, my 7:05 AM flight from El Paso to Los Angeles was canceled on June 30, [redacted], causing me distress and inconvenience. Despite being offered vouchers for breakfast and a ticket, I am concerned about using them before they expire as it may cost more to travel back to the USA from Manila. The rebooking process was frustrating, with long lines and unprofessional behavior from some staff. I am also worried about the whereabouts of my luggage and seek confirmation that they will be at LAX. I kindly request appropriate compensation for the flight cancellation, as I had to buy essentials due to the extended stay in El Paso. I hope you can address my concerns promptly. Sincerely, Jennifer Joan Cruz Estella.

I am Jennifer Joan Cruz Estella, an employee of the Philippines’ House of Representatives currently on vacation in El Paso until July 7, [redacted], visiting my elderly aunt and uncle facing health issues. Unfortunately, I experienced a flight cancellation on June 30 from El Paso to Los Angeles. Despite receiving meal vouchers and ticket compensation, I am disappointed as I might not be able to utilize the vouchers due to the cost of additional flights. The rebooking process was chaotic, with long lines and unprofessional conduct from staff. I had to rearrange my flight to the following day only to realize I was too exhausted to travel. Requesting fair compensation for the inconvenience, as I had to purchase essentials for the extended stay due to missing luggage. I am unsure if my two bags are at LAX and seek confirmation. Your prompt attention would be greatly appreciated. Thank you, Jennifer Joan Cruz Estella.

I, A. Granger, was returning home from Hobby Airport after a fun weekend at our family reunion. At ticket counter [redacted], I received my boarding pass and handed it to the agent. Despite assuring me about the correct gate, the agent was the only one present. My nephew helped me to the gate, where the agent had him push my rollawalker to preboard. The busy agent rushed us down the corridor, causing my leg to get caught under the wheelchair at the first speed bump. In pain and embarrassment, I had to cry out to stop and regain balance. The agent apologized, and on the flight, the flight attendant Shelda provided an ice pack for my swelling knee.

I flew from Ontario, CA to Sacramento, CA last night. When I went to check in on Saturday night, I noticed that my flight had been changed to depart 2 hours later at 12:15 AM instead of 10:15 PM. I adjusted my alarm accordingly and rearranged my transportation to the airport. However, when I tried to check in later, the flight time had reverted back to the original schedule, causing confusion and inconvenience. Upon boarding the plane, I ended up in a middle seat between two passengers, one being large and encroaching on my space. The entire experience was stressful due to the scheduling changes and seating issues. I believe some form of compensation from South West is warranted for the inconvenience caused. My flight was number [redacted] on Sunday, June 30. My confirmation number is MCYON4. Many others in line with me experienced the same flight time discrepancy.

I booked a flight from Phoenix to San Diego weeks ago. Due to an emergency, I need to change my flight to an earlier date. When I initially inquired about changing my flight, I was informed there would be no penalties. However, when I called yesterday to switch my flight from July 10 to July 7, I was told there would be an additional cost of over $[redacted] due to the fare difference. Unfortunately, I'm unable to afford this unexpected charge as my credit card was compromised. I'm hoping there might be an exception or alternative solution available to help me change my flight without incurring the extra fee.

My name is Wade Johnston, and I reside at [redacted] Tremont Drive, Cedar Park, Texas [redacted]. I encountered an issue with my luggage, which did not arrive in Austin from San Jose on 5 July. After contacting the Baggage Claim personnel, they were very cooperative, and my luggage, identified with BDO# [redacted], was returned by Eric H on 6 July. The flights involved were #[redacted]/[redacted] to Austin and #[redacted] transferring in Denver on to Flight [redacted]. The problem with the luggage arose as the telescopic handle was unable to release or extend for pulling. This luggage, a blue “Protocol,” was borrowed from my elderly Mother and is now unusable due to the handle issue. It is imperative to replace it promptly so my Mother, aged 95, can have functional luggage for her needs.

I am frustrated about the situation with early boarding fees. We purchased two early bird check-in spots to ensure we could select seats upfront, as I have sensitive ears and prefer to be away from the rumble of the engines. However, on my recent Southwest flight, a family of 15 with only 5 early bird check-ins saved seats upfront by placing their belongings on them. This seems unfair and goes against the purpose of paying for early boarding. I did not alert the attendants to avoid added stress during my flight, but I am disappointed by this practice. It raises concerns about how others might abuse this system if allowed. Southwest should address this issue to uphold the value of early bird check-in.

I recently flew on Southwest flights [redacted] on 7/4 from DAL to LGA with the confirmation number WJUWJX and on flight [redacted] on 7/8 back from LGA to DAL with the same confirmation number. Both flights experienced 1-hour delays on the runway, causing me inconvenience. Additionally, the internet service was unavailable during the return flight, further adding to the inconvenience. Although I appreciate Southwest's policy of two free checked bags and no change/cancellation fees, I urge the airline to improve its timeliness and internet connectivity. I kindly request a compensation of a $[redacted] gift card or an amount deemed suitable for the inconvenience faced, impacting my work and punctuality for appointments. Thank you for the complimentary services mentioned and please consider the choices customers have. Sincerely, Farooque S. Email: [redacted] Phone: [redacted]

I flew on Southwest Flight **** from DAL to LGA with confirmation number WJUWJX. Both trips experienced one-hour delays on the runway, causing inconvenience. On the return flight from LGA to DAL on the same confirmation number, the delay persisted, and there was no internet service available. I value Southwest's two free bag policy and flexibility with changes, but I urge improvement in timeliness and internet connectivity. I kindly request a compensation gift card of $*** or an amount you deem appropriate for the troubles I faced, impacting my ability to work and punctuality for appointments. Thank you for the complimentary services offered, but please remember that customers like me have choices. Thank you. Sincerely, Farooque S.

I flew on Southwest Airlines flight **** from DAL to LGA and experienced delays sitting on the runway for an hour. The return flight from LGA to DAL also had a one-hour delay on the same confirmation number WJUWJX. Additionally, the internet service was not working, causing further inconvenience. I appreciate Southwest's policies, like the 2 free bags and no change/cancellation fees, but I urge the airline to improve timeliness and internet connectivity. I kindly request a $[redacted] gift card or a suitable amount for the inconvenience, as I couldn't work during the flight and was late for appointments. Thank you for the complimentary services mentioned earlier; please remember customers have options. Sincerely, Farooque S. Email: [redacted] Phone: [redacted]. I eagerly await Southwest's response on how they plan to address these issues.

Hello, my name is Chitra Tannasee. My husband and I had a difficult experience while traveling on Southwest Airlines from BWI to Atlanta over the July 4th weekend. Our 2:35 flight on Sunday, July 7, [redacted], was unexpectedly canceled, which led to a challenging situation at the airport. Despite being informed that the cancellation was due to weather conditions, I observed that other airlines were still operating flights to the same destination. Trying to secure an alternative flight turned into a nightmarish experience, moving from podium C22 to C4. While most of the Southwest staff showed great hospitality, there were a few who lacked customer service skills. We spent the night at the airport as we were not provided with a hotel stay, even after explaining that my husband is a disabled veteran. After multiple unsuccessful attempts, we finally managed to board flight [redacted] at 8:20 in the morning. The staff at gate C4 for this flight were very helpful, managing the waiting list efficiently. Boarding the plane, the relief of heading home after leaving my kids alone for a night and a half-day was overwhelming.

On 6/30/19, I had a disappointing experience at the airport in Kansas City while trying to board a flight to Atlanta. Despite arriving early, I faced issues at the ticket counter, where the boarding pass kept showing as invalid. After waiting for assistance, I was met by Angela, who was unkind and seemed to question me unfairly about my service dog. The way she spoke to me was condescending, making assumptions about my situation. Her behavior not only felt disrespectful but also raised concerns about ADA regulations and my privacy rights. The encounter left me feeling frustrated and disrespected, highlighting the need for better training and customer service in situations involving passengers with service animals.

I left an item on a Southwest airplane in Baltimore, Maryland. After realizing my mistake, I returned within 20 minutes, but the item could not be located. I completed a lost claim form, but it feels like it has disappeared into a void. I feel frustrated with the lack of communication and support from Southwest regarding my lost item. Despite reaching out to them, I was informed that there is no further action I can take. I am at a loss for what steps to take next and feel disheartened by the situation.

During one of my recent Southwest flights, I encountered an unpleasant experience with a male ticket agent, an elderly individual with white hair at Eppley Field in Omaha. I approached the kiosk to input my confirmation number, but my wife's name kept appearing on the screen. When I mentioned this issue to the male ticket agent, he rudely insisted that I had entered the wrong confirmation number, even though I knew I hadn't. He proceeded to claim that countless others had used the kiosk without issue that day. Frustrated, I sought assistance from a female ticket agent to check my bag and obtain my boarding pass. The male agent's dismissive and hostile behavior continued, culminating in him loudly demanding I bring my bag back. This encounter left me incredibly flustered as I walked away, feeling mistreated and disrespected. Given my extensive history of flying with Southwest, this was the first time I encountered such blatant disregard for customer care. I believe this ticket agent should not be in a customer-facing role. John LeRoy Currie, A List flyer. P.S. I urge you to review my flight history from the last five years to corroborate my experience.