Had a horrible travel experience last weekend with Southwest Airlines and extreme commu...

GetHuman-mollyful's customer service issue with Southwest Airlines from August 2018

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The issue in GetHuman-mollyful's own words
Had a horrible travel experience last weekend with Southwest Airlines and extreme communication errors between their employees, resulting in two incredibly long days of travel. **This started Friday July **-flight **** DEN-IND. that flight was fine. Arrived in IND. was delayed two hours....which quickly turned into a delay of four hours....which ultimately ended in a cancellation of flight *** to EWR. **Upon calling customer service as adviced was told to talk to a gate agent. Who simply said couldn't guarantee anything until Sunday. Did not offer any hotel assistance or further help until I asked what I was supposed to do in the meantime....And she then proceeded to push a paper with a $** hotel room voucher. **I spoke to another agent, about a denver flight that was heading out. As id rather have been stuck back home in Denver than Indianapolis for at least two nights. She said she would get me on a flight July **th *:**pm direct DEN-EWR. Called a supervisor and she was told no. **After another hour or so I went back to the first gate agent and asked about the flight back to denver, and she said absolutely and as it was boarding then sent me to the gate. Telling me when I landed in Denver to talk to the gate agent there about the July **th flight den-EWR and they would have my confirmation. **Well I arrived BACK in Den and of course the gate agent had NO idea about me. Called someone and told me I was confirmed on a flight from IND-EWR on sat July**....yet there I was back in den. He then put me on the *:**am flight connecting in Phoenix then continuing to Newark. Saying no room on the *:**pm direct flight. **I called customer service early Saturday morning to confirm I had a ticket somewhere. She told me I was confirmed for the *:**pm flight with confirmation number KK**HP. That it was ticketed. Yet online it showed I was standby. Called again, was reassured I was absolutely ticketed no problem. **Get to the airport...on standby....talk to gate agent she tells me they'll call my name if anything changes just have a seat and wait. waited FOUR hrs. No news. Saw my name drop from * down to * and watched others get boarding passes. Went BACK up and told my situation to gate agent and FINALLY had someone who knew what was going on. **She simply said "oh... are you molly? We were wondering about you. No notes next to your name we assumed you were crew so bumped you. Next time be more aggressive. They should've confirmed you yesterday" And printed a boarding pass for me**SO incredibly frustrated that it took all that to finally have one person realize and fix the problem. I am a RR member and used valuable points on this trip and it was complete chaos. Was very very unimpressed by the lack of communication between agents and the overall not caring or trying to fix a simple problem of just confirming a seat. **Used **,*** points for one of the worst travel experiences I've had across all airlines. Very disappointed as southwest is usually so well run. **Molly fulton*RR ***********

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Southwest Airlines

Customer service issue
Reported by GetHuman-mollyful
Aug 7th, 2018 - 3 years ago
Fixed
Seen by 23 customers so far
Similar issue to 1266 others
0 customers following this
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Timeline

GetHuman-mollyful started working on this issue
Aug 7th, 2018 3:06am
GetHuman-mollyful indicated the issue is not fixed yet.
Aug 8th, 2018 4:13pm
GetHuman-mollyful indicated the issue is not fixed yet.
Aug 10th, 2018 7:25pm
GetHuman-mollyful indicated the issue is not fixed yet.
Aug 10th, 2018 8:28pm

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