Southwest Airlines Customer Service Issues

I encountered an issue with my itinerary where it was changed from a direct flight to a non-direct flight. The email notification I received was not clear at all, and I had to spend a considerable amount of time deciphering the change. Eventually, I had to call customer service, waiting on hold for almost 10 minutes to get clarity on the alteration. I believe that if the email had provided more specific details about the change, it would have been a much smoother experience for me. This situation has left me feeling quite frustrated and inconvenienced, especially since I was already dealing with a change in my travel plans. I hope that in the future, clearer communication regarding itinerary changes can be provided to customers like myself.

I wanted to share an unfortunate experience I had on Flight number [redacted] recently. Upon boarding, my friend and I found that the flight was full, with only two seats left at the back. Unfortunately, there were two individuals already seated who were unwilling to accommodate us due to discriminatory reasons. The situation left us standing for about 5 minutes before any assistance was provided. Despite being frequent Southwest travelers, this was the first time we experienced such blatant racism onboard. It is important that all passengers are treated with respect and that the flight crew is attentive to such situations. We believe the best resolution would be to offer us two complimentary tickets as a gesture of goodwill. Thank you, Dana and Priscilla.

I had a negative experience on a flight from NC to Orlando with Southwest Airlines that has left me hesitant to fly with them again. The flight attendant displayed rude behavior towards my husband when he asked for a beverage, which made me upset. Despite my frustration, my husband advised against addressing the issue further to avoid any complications during the flight. I have encountered problems with airlines before, but Southwest Airlines compensated me with a voucher which I appreciated. I am willing to give Southwest another chance in hopes of resolving my current view of their service and to continue being my husband's preferred airline. Thank you, R. S.

I completed an online survey several weeks ago but did not receive a response from customer service within the promised five days. I wanted to address my recent disappointing encounter with Southwest while traveling from Tampa to Los Angeles. My son and I took flight WN64 from TPA to HOU on June 5th, where our connecting flight to LAX, WN1969, was canceled after being delayed. Despite the long wait to reschedule, Southwest did not offer a hotel voucher due to the cancellation. I decided to book a $92.43 stay at the Doubletree hotel to ensure my son's comfort. The following day, our flight from Houston to Dallas, with a connection to LAX, was also delayed, causing us to miss my nephew's graduation and incurring an unexpected $45 Uber ride to my brother's house. While I understand some circumstances are beyond control, the lack of empathy from Southwest's customer representatives was disappointing. As a loyal but disheartened Southwest customer, I hope to receive a response this time and possibly obtain some form of compensation for the troubles faced. Sincerely, Kandy H.

I recently flew with AS A from UP A to ALB from 11 June 19 to 18 June 19. AS A is by far my favorite airline. Just a little background - I'm retired from the USA and a seasoned frequent flyer. On my return flight, I saw an ad in your magazine for free sunglasses. I've tried multiple times since then to claim the offer, but have been unsuccessful. Every time I call, I'm told they are out of stock and waiting for more inventory. Frustrated, I've decided to reach out to you for assistance. I feel that this offer may be a scam and it doesn't reflect well on AS A. Thank you for your attention. I look forward to your response. Regards, F.A. Santo

Subject: Issue with Flight Booking Regarding booking reference KHPRX5 for Ramos, E. I previously contacted customer service to modify the return flight for my family from Oakland to Seattle and also requested the cancellation of my husband Edward's reservation due to his illness and disability. Despite notifying them, when I checked in online, only Melisa, Nicolo, and Isabella were listed, leading me to believe Edward's booking was canceled as requested. However, upon recent check-in for tonight's flight #[redacted], it appears his reservation was forfeited as a no-show. This oversight has caused confusion and undue stress as we navigate medical appointments for Edward. I kindly request your assistance in resolving this matter by refunding the flight for Edward's future use, considering his medical condition. I understand the ticket's validity until March [redacted] and hope for your understanding in this difficult situation. Thank you for your help and consideration.

I am traveling tomorrow with my grandson, I am 76 and he is ten. He has autism and cannot stand to be touched, and is scared of most men. He was mistreated in a group home for a year. I just got custody of him and promised him a trip to Disneyland. My problem is I would like to know if it would be possible to get him on the plane early to secure a window seat. This way, I can sit next to him without worrying about him sitting next to anyone else. He has lost trust in most people, except me, after his experience. It would be best for his Autism and for me as it is our first time on an airplane. James is really afraid of crowds and tight spaces. I can provide his diagnosis if necessary, which includes Autism and PTSD. He also fears losing me. Could we board early to secure James a window seat? Thank you.

I had a flight scheduled to depart from BWI at 2 PM on July 24th with a connection in Orlando before heading to Memphis. Due to multiple delays on the flight to Orlando, I ended up missing my connecting flight and was rerouted to Chicago. There was a 45-minute delay due to a missing bag that was loaded on the Orlando flight. Subsequently, my Chicago flight was delayed until [redacted] PM and then further delayed. I was then rebooked on a flight to Dallas departing at [redacted] PM. Upon reaching Dallas, my connecting flight to Memphis was delayed past 11 PM. Originally set to arrive in Memphis by [redacted] PM, my delayed arrival forced my pickup person to stay in a challenging area late at night. I encountered numerous flight changes and dealt with customer service reps I found to be unhelpful and rude. Although others were accommodated, I was not offered any assistance in waiting for delayed connecting flights. I am requesting compensation due to the extensive delays and time wasted, which resulted in over 12 hours spent in airports and on planes. I have boarding passes for some flights and text message updates as proof. Thank you for your attention to this matter. -Kelly S.

My name is Sajimon Varghese, and my reservation number is UG3VV6. My wife and I were traveling from MDW to FLL. The flight was initially scheduled for 9:30 pm but ended up being a little after 10 pm, which was not a problem. However, I encountered an issue at the check-in counter. I checked in two bags, printed the tags, and brought them to the counter to hand them over. I was unaware that I needed to put the tags on the bags myself. The lady at the counter was very rude and told me it was my responsibility, not hers. I explained that I had not done this before and was unsure how to do it. She rudely instructed me to open my eyes and read. This interaction embarrassed me in front of other passengers. The lady's name tag was not visible, and she was positioned in the right corner next to the wheelchair assistance area between 6-6:30 pm. I apologize for the lack of a more detailed description of her. Sajimon Varghese

I was disappointed to hear the news that Southwest is discontinuing service to Newark airport. Living in New Jersey, I rely on this airport for my frequent travels, usually taking 6 to 10 trips a year. As a loyal customer of over ten years, I have always prioritized Southwest for their excellent service and flexibility. Unfortunately, the alternative of flying from LaGuardia is not feasible due to the long commute from New Jersey. My husband and I own Southwest credit cards, which we may need to cancel since we won't have a reason to fly with Southwest anymore. While we understand the reasons behind this decision, such as aircraft shortages and the new Hawaii service, losing the option to fly from Newark is disappointing. We sincerely hope Southwest will reconsider this change. Best regards, Carol and Gary L., [redacted] Smoke Rise Road, Bedminster, New Jersey [redacted]

I had made a reservation for my husband and me to fly from FLL to JAX on 8/23/19. I paid $40 for early bird check-in for both of us. Unfortunately, I had to cancel the reservation as the flight had an inconvenient layover. My husband requires a wheelchair, and coming back from Europe the day before made this trip too challenging for him, especially with the layover in BWI before reaching JAX. When I contacted customer service to cancel, I was informed that the $40 for early bird check-in was non-refundable. We were unaware of this policy and believe it is unfair since we had a valid reason for needing the service due to our travel circumstances. Our confirmation number is W9QZW2. Please reconsider and issue a refund for the early bird check-in fees. Thank you for your attention to this matter.

Every year, twice a year, we have to go through the emotional process of saying goodbye to our daughter at the airport. Our youngest, who is 7, finds some comfort in seeing her older sister off. Unfortunately, during this recent drop-off, the staff did not allow her and her father a boarding pass to accompany her sister to the gate, causing distress for the whole family. It's especially hard on our 7-year-old. We have a routine of seeing her off and suddenly not being allowed was upsetting. Considering the amount we spend with this airline annually, the change seemed unreasonable. It's difficult to imagine what would happen if I wasn't there; would they really make my young child sit alone while her father walks her sister to the gate? This particular drop-off was already emotional, but not being able to give our little one the chance to say goodbye in person made it even harder. Now, we have to watch her leave through a window, while my baby is still upset. Our stepdaughter only flies in and out of this airport twice a year, so the limited contact makes these moments even more crucial for us. Southwest Airlines, please consider showing a little more compassion in situations like these.

When I recently traveled with SW Airlines, one of the most challenging parts of the trip was the deplaning process. It seems like a more logical approach could be implemented to make this smoother for everyone. Those without carry-on items could be allowed to exit first, followed by passengers with carry-ons that fit under the seats. Lastly, individuals who require overhead storage for their bags and wish to avoid baggage claim could deplane last. This order could potentially streamline the process and save time for everyone involved. It would also make sense to board the plane in a similar manner for more efficiency and faster turnaround times.

I received a notification that my flight had been delayed by 1 hour, causing me to miss my connecting flight in Dallas by 5 minutes. I contacted Southwest at 5:10 pm to explore my options. Linda informed me that there were no flights to Albuquerque that day and assured me a full refund if I canceled. When I tried to cancel at the airport, I was advised to call Southwest again. After calling at 5:36, I got a callback at 5:57. Despite Linda's prior assurance, the connecting flight had been rescheduled, and now I would only receive a credit. Feeling frustrated, I asked for help with the refund but was met with poor service from David, who was unhelpful and dismissive. His attitude was disheartening, especially when I explained my predicament. I am now missing work due to the flight changes and seek the promised full refund. The lack of clarity on the flight delay added to the confusion. David's behavior was disappointing and doesn't reflect well on Southwest. I hope this matter can be resolved promptly. Thank you for your attention. - Daniele W.

On Tuesday, July 23rd, I was scheduled to fly to Orlando from BWI in Baltimore at 12:05 p.m. Unfortunately, the flight didn't depart until after 6:30 p.m. Throughout the delay, various reasons were given such as mechanical issues, Orlando storms, gate changes, and pilot changes. While I understand that unexpected situations can arise, this prolonged delay was quite frustrating. After my husband dropped me off in Baltimore and returned home, my son had to pick me up in Orlando six hours later. Sadly, I missed my granddaughter's birthday party that I had planned to surprise her at. By the time I reached Orlando, I was exhausted and had a headache. I believe a 6-hour delay is excessive. I would appreciate any assistance in addressing my frustration so I can continue to choose Southwest for my future flights. Thank you, D. Berryman

Good morning! I have a special request. I am in need of the itinerary and cost details for flights I undertook in March [redacted] and April 2, [redacted]. These flights were claimed as medical expenses related to my treatment for Lyme disease, and I require proof of the airline costs. Please send the itinerary and costs associated with flights for Judy and Dan C. from Detroit, Michigan to Chicago, Illinois, then to San Diego, California on Sunday, March 10, [redacted]; from San Diego, California to Las Vegas, Nevada on Saturday, March 31, [redacted]; and from Las Vegas, Nevada to Detroit, Michigan (Romulus, Michigan - Detroit Metropolitan Airport) on Monday, April 2, [redacted]. Your assistance in providing this information is greatly appreciated. Thank you.

Roundtrip from MDW to PDX had issues with both outbound and return flights. Departure from MDW on 7/23 delayed 1 hr. 15 min. Return on 7/29 experienced a half-hour delay. Email notification was received about delays, but it was redundant. Concerns about connecting flight in Oakland arose but reassured by SW employee. However, upon landing, the connecting flight was boarding. Had to sprint to make the flight. Adjacent passenger was large, encroaching on space. Attempted to fill out Southwest survey but encountered issues. Overall, the flight experience was extremely unpleasant and unlikely to choose SWA again. Too frustrated to call and address these concerns further. Appreciate the chance to share. ;-)

I will be departing from Baltimore airport on August 4th, [redacted]. Upon approaching the ticket counter at gate A10, I stood alongside a pilot. The lady behind the counter, quite rudely, informed me that the pilot was ahead of me in line, even though no one else was waiting. I politely explained that pilots typically board showing ID and that it was unnecessary to be so abrupt. After being informed that the flight was full, I was directed to speak with her again; she dismissively stated there were no available seats without any courtesy. This treatment was unwarranted, and I intend to address this issue further to prevent similar incidents from occurring to others. Thank you, Wallace H.

I reached out to Southwest Airlines inquiring about traveling with two [redacted] Wh batteries. The response received from Adrianna at Southwest reiterated general carry-on requirements for Portable Electronic Devices and dry cell batteries, without explicitly granting approval for the specific battery size. They directed me to their website for more information on PED requirements. If anyone has advice on the required steps to obtain written approval from Southwest for carrying these batteries, it would be appreciated.

Reference #[redacted][redacted]. I am writing to file a complaint regarding being denied boarding on flight [redacted] scheduled to depart from FLL at 7:10 PM on August 9, [redacted]. During a layover in MCO, Orlando, FL, I was asked to give up my seat, deboard the plane, and was rebooked on flight [redacted] at 7:45 AM the next day. Despite the extended delay, I was not provided with any overnight accommodation and had to spend 9 hours in the airport. I believe that based on DOT regulations, I am entitled to compensation of $[redacted].00, which is twice the original airfare of $[redacted].50. I am requesting full settlement for this amount. The conduct of the flight crew both on the aircraft and at gate 21, Orlando was unacceptable and I am considering escalating this matter to the DOT or legal action if the compensation is not provided promptly. Thank you, D. Mulvenna