To whom it may concern.**I am writing to inform you about our (Andrea McDonald-Christie...

GetHuman-laweazy's customer service issue with Southwest Airlines from February 2019

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To whom it may concern.**I am writing to inform you about our (Andrea McDonald-Christie and Laurence Christie) bad experience to Jamaica on flight **** and **** from Houston on December **, ****.**This is our first time flying on Southwest airline and the worst experience traveling. We checked * bags in Houston out bounding to Jamaica. When we arrived in Jamaica * of our bags did not make it on the flight. Therefore, we did not have change of clothes for * days. What made this situation even worst was the fact that the staff knew our bags were not on the flight and said nothing. Rather, they had us standing in line waiting for two hours plus to collect our bags. The poor excuse was the flight was overweight and they randomly chose the bags to go on the plane.**After * hours watching the frustration on the passengers face, hostile staff, and passengers unloading bags from the carrousel. I realized our bags were not there. However, after I walked to the Southwest counter to find out what happen, they showed us a list where our names appeared first. I think this was very rude to have us standing in line without addressing the situation. If the list was at the counter, why none of the staff had the courtesy to inform us without having us standing in line for such a long time.**While we were at the counter, the customer service person gave us a complaint form and collected our contact information. They also informed us that our bags will be at the airport ** noon the following day. Approximately * pm we called to inquiry about our bags and was told the flight had delayed again. Around * pm that same day, we called again and was told our bags arrived. They offered to delivered the bags, but could not guarantee the time or date we would receive them. With this uncertainty and not having changed of clothes, we charted a taxi from St. Mary to Montego Bay. This distance is about * hours ride round trip. We eventually had to pay about $***.** US in addition our time which we did not budget for. Overall the delay with our bags wasted * of our vacation days.**This is really sad because the delay of the bags did not only affect us but also our brother-in-law who was on another Southwest flight to Jamaica. This same negligence and poor handling of our bags cause him to miss his son wedding.**We are filing this complaint because we are so disappointed and would like for so some form compensation and corrective action.**Thanks for your consideration. We can be reached at ***-***-**** or ***-***-**** or email us at *****@***.com.**Regards.**Laurence and Andrea Christie.

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Southwest Airlines

Customer service issue
Reported by GetHuman-laweazy
Feb 2nd, 2019 - 4 years ago
Not resolved
Seen by 26 customers so far
Similar issue to 3320 others
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GetHuman-laweazy started working on this issue
Feb 2nd, 2019 7:31pm