Southwest Airlines

I was just treated rudely and spoken to in a condescending tone by the service gate desk agent. His name is Rodney in Orlando at gate 124 for flight 5320. The incident happened at 1210 on 4/14/19. I am trying to make a cruise on time and the flight is delayed. Instead of telling us what was going on and if southwest could help, he just said no and continued to lecture me about how everything is out of control and he cannot help anyone. He then proceeded to lecture me on how weather works. He rudely dismissed me without helping at all. This is not the mission of southwest and did not help at all.

On April 6th, 2019, my husband and I flew from Austin to New Orleans. We arrived about 1 hour to our flight time and we were told our bags were checked with plenty of time to make the flight. We landed approximately 8am in New Orleans to find my bag had not made the flight and was guaranteed to be arriving on the 1150am flight from Dallas. We left the airport to kill time and came back at 1130am (paying $30 each way for Uber fare). We arrived back to find the plane had not even left yet and was delayed until 125pm. We were given no other explanation or given options to have my bag shipped to our hotel.

We decided to wait at the airport as to not spend another $60 in Uber fees. At 125pm we went back down to find the plane was delayed until an unknown time. We were given no other information. I finally asked if there was so sort of method of having my bag sent to me. I have never been in this situation so I didn't know my options. The woman at baggage claims gave me a paper and told me to call them once I have tracked my bag down by calling the airport throughout the day to see if my bag had arrived. That was all the information she gave me.

I called corporate and bag claims to try and get more information. I was told because my bag was late, but not checked as a late bag, it had not arrived because it was my fault. I was also told had I not been "late" and Southwest lost the bag itself, Southwest would then help me locate my bag. But because that was not the case and they didn't lose it, it was up to me to find my bag. I have never been treated like that especially when I am a paying customer. I was treated like trash and told it was up to me to find my bag and to continue to call until who knows when.

My bag finally arrived about 5pm and I set it up to be picked up by 7pm. It didn't get picked up until 8pm and was delivered approximately midnight the following day, April 7th, 2019. When I got my bag, half my items were soaking wet from being left in the rain and my Bluetooth headphones no longer work. Also, the front pocket of my bag is torn from the stitching and hanging off my bag. Also, come to find out, my bag went through a random search which I am now thinking made my bag miss our flight. When we flew home, they tagged it as torn as to not be help responsible, but that is not the condition my bag was in originally.

I am so upset, frustrated, and disheartened that this has happened. I have never flown another airline because I love Southwest so much and have even convinced others to use your services in the past. Well, that was the past. I will no longer fly with you all and I will never recommend to my entire extended family/friends/coworkers to use your services. I have never been treated like this and told to pretty much deal with it on my own.

I definitely think there should be some compensation between the money spent back and forth to the airport when no one had explained things or given me options; my bag now ruined and my Bluetooth headphones ruined. Not to mention the emotional stress of it all and taking an ENTIRE day away from our anniversary trip. I was also dealing with feminine problems and really needed my clothes then, not the next morning.

I would most definitely like to speak with someone who cares about their customers having a good experience and will not treat/talk to me like I am nothing but a pest. I will be glad to submit photos once I hear from someone regarding this matter.

Departure out of Cincinnati was delayed 2 hours on April 5, 2019-flight 2169.
The madness continues. Layover in Chicago Midway flight overbooked and there was no overhead space for a small backpack.
Southwest airlines sends a lousy we're sorry for the delay. If I was delayed it would have cost me money or I would have been left behind.
April 7, 2019 flight out of St. Louis, the Captain must have forgotten the chapter on smooth landing. Hit the tarmac like a rock. The gate change after a 3 hours of waiting. I feel sorry for parents with children and all the back and forth. What has happened yo this airline which says they think if their customer? They must be thinking about people who don't use their services.
I do nor plan to fly SWA again, what a joke.

I purchased some flights tickets for my sister Anntonette Taylor for 5/2 Q4CWJL & 5/5 VRBPGQ & now she is not traveling with me so I need my tickets put in my name for a later use are refund I spoke with customer service & all they did was take my sister off my reservations I can't afford to just throw my money away like this I'm a second time customer I just bought 3 round trip tickets to Las Vegas in February 11 & 18 I don't think I will fly with Southwest again

My husband and I purchased two airline tickets to Las Vegas NV for Christmas, 2018.
Unfortunately, his cancer became very aggressive and we were unable to go.
Two credits for airline tickets were put into his SW account.
He died from aggressive prostate cancer on March 7, 2019. When I tried to use those airline tickets for the burial of his ashes in Ohio, I was told they were not available because I was not on his account. I have an account with SW as well.
The response from Customer Service was: "Rapid Rewards Points must remain in the account of the person who purchased them."
Since the airline tickets were paid from our joint checking account, this doesn't seem fair. I am in the unfortunate position of awaiting annuities from his AF and Lockheed Martin pension to come into my account and will have problems buying a ticket for his burial in Ohio.
Ellen Buelow

My experience in the San Francisco lobby was terrible. First of all my flight to Dallas was completely cancelled and I did NOT get a notification through the app. I just happened to be digging through my email and saw the flight was cancelled only a few hours before we were set to depart. What is the point of an app and in-app notifications if it wont even tell me when my flight is being cancelled?! Then I cant rebook via the app because it keeps saying "ERROR" and the phone lines are too busy to get through... so I have to get to the airport and talk to a southwest employee to get the situation straight. She tells me there are no more flights in SanFran and that we can catch a flight in Oakland (not being from California I have no idea how far Oakland is) I asked her twice how far Oakland was from the San Fran airport and she told me TWICE "oh you'll have time, just order an Uber now." So we get the tickets, get in our $60 uber (money I did not budget for) and the guy freaks out when we tell him our flight leaves in an HOUR. He drove his butt off getting us there. We got through security and to the gate in just the nick of time! All thanks to our Uber driver. I really cannot believe the Southwest lady at San Francisco did that to us. SO, onto part 2 of this fiasco... we had a layover in Vegas for about 1.5 hours. Our tickets tell us we leave for Dallas from B12 so we decide to take a minute to eat and try to distress from todays adventures. We start to realize that no one is arriving at his gate, so I ask a southwest employee about our flight and he tells me it has been moved to C2. He then explains that its "really far and you need to leave now" So we take off running and IT WAS FAR. We get to the gate again, in just the nick of time. At this point me and my poor mom are completely exhausted and stressed. I was debating before this trip whether or not I should become a credit card holder and I'm so glad I didn't. I had pretty normal expectations going into this trip because I know that stuff happens and its not always smooth ride. But I am highly disappointed in the customer service we received while in California and in the app.

Flight # 487 out of austin to houston was delayed over and over. Everyone asked if we would make our connecting flights before we left. They promised 3 different times that everyone would make their connecting flights. Mostly everyone missed their flights. We could not take a later flight because we had tickets for an event that we are trying to get to. We are now sitting in the houston airport waiting for a flight back home. We have been here for five hours so far with another hour to go to wait on our flight. We've been trying to get a hold of customer relations and have been on hold for 1 1/2 hours. This is by far the worst customer service experience I have ever had with an airline.

We flew southwest airlines to baltimore at the end of january, 2019 with the intention of it being a round trip flight. Return flight was cancelled three times. They did not offer to place us on another airline, provide us with a hotel for the night, etc., but only claimed that cancellations were due to weather. The truth was that they had and still have internal issues with their mechanics not certifying planes to fly and thus reducing the aircraft they have available to fly and therefore cancelled flights. It cost us almost $700 to pay for an extra night stay in a hotel, an additional day of car rental, additional day of parking, additional cost of two new one way last minute tickets on another airline (which we had no problem finding alternate flights when southwest could not fly). Complaints to southwest just produced more nice customer service language and lies, but no refund.

Referring to Steve Peterson's comments, we confirm everything he said. In addition,
we would like to say that since Southwest came into business, we always heard wonderful things of people's experiences. This is why saying this is such a shock to us. We feel that the passengers were totally disrespected on this flight. The three flight attendants were not cordial, and the lead was rude, and abrasive. How does a non-people person get into a lead position on the flight crew. We don't get it. It is understood that on a non-domestic flight, there are to be no lines in the isles awaiting the rest rooms. It is one thing to ask the folks to abide by the rule, but to demand it with the threat of being escorted back to your seat was uncalled for. The other thing that stands out, there were some documents that required being filled out; however, not everyone had pens. The lead went on the PA system 5 or 6 times about getting all his "ink pens" returned, as he was sick and tired of them not being returned. I doubt there was a passenger on the flight that was not appalled by this individual. I realize that most can be trained; however, how does a non-people person get into a lead position as this. He does Southwest no favors being in this position. He might be better suited retrieving luggage, or working somewhere else.
The topper is what Steve Peterson commented on regarding this flight. The crew needed to be called out on this, and they were. So from our perspective, this lead was trying to get the mentioned passenger in trouble, and it backfired on him. Unfortunately, we have flown many of the major airlines in our time, and this was the absolute worst.

My email is Stephenie.[protected]@yahoo.com. I paid a lot of money for my one way ticket to get back in time for an event. The day if I receive a message it's delayed taking off. Ok. Then I get to the airport and it's delayed another time. Unacceptable. I want to be recompinsated for this time lost. Is it not possible to redirect another aircraft. I've never been on a flight that's been delayed twice in one day. This is unacceptable.

On February 15, 2019, We had 32 passengers in our group fly on your flight number 1999 from Punta Cana to Midway, Chicago.
The flight attendants were extremely rude and unprofessional in bullying all passengers on flight 1999.
On several occasions, the flight attendants rudely argued with several passengers aboard the flight. When the seat belt warning light was off they would not let passengers use the restrooms or stand up next to their seat. When a passenger did make it to the restroom on returning to their seat they were told not to get up again.
During this flight I never left my seat nor did I take off my seat belt. My mistake was to tell your flight attendant when she rudely screamed at the lady next to me that she was rude and unprofessional. She wanted to argue she was not and i told her I was not debating it . She then went and got the lead flight attendant and he wanted to debate it also. I repeated what I said your all rude end of conversation. You run the show I"ll just file a complaint that is when he stated He'll have security at the gate. Which he did. My were they surprised to see a 70 year old walk out.
So at this time you are being notified that I intend to take legal action on this for your rude and unbecoming behavior. i did nothing but tell your out of control flight attendants that they were rude. I have lots of witnesses that are willing to stand up with me . I also know you are receiving complaints from others on board also. so I'll be looking forward to your response on this formal complaint.

Joseph Boland
204 Sweet Tea Lane
Summerville, South Carolina 29486

[protected]
[protected]@gmail.com

On February 15, 2019, we had 32 passengers fly on your flight number 1999 from Punta Cana to Midway, Chicago. The flight attendants were extremely rude and unprofessional in bullying passengers on flight 1999. On several occasions, the flight attendants rudely argued with several passengers aboard that flight. When the seat belt warning light was off they would not let passengers use the restrooms and were outright rude to a passenger behind me and several colleagues on our flight.

At the end of the flight, they took one of the older passengers off the flight. He just complained to the lead flight attendant about the terrible treatment of all the passengers and he was singled out by this total bully. We have many witnesses to these incidents and it is imperative your CEO knows of these embracing incident. Therefore, I wrote an email to your CEO the night of the incident. Please let me know if you need any witnesses names or telephone numbers.

In closing, please call or email me so we can help your valuable company change the rude behavior and unprofessional customer service that we experienced from your flight attendants.

Thank you.

Steve Petersen
529 Tranquil Waters Way
Summerville, SC 29486

[protected]

On feb 5th 2019 flight # 253 was delayed for 2 hours due to plane problem coming from baltimore to west palm. I did not receive a text and did not know about the 2 hour delay until my wife and I were already at the airport for 2 hours. My wife and I were scheduled to be picked up at isp and go to a dinner that night but because of the delay we had to cancel. It was a family dinner and we are very family oriented people so missing that dinner was upsetting to us. We use your airline when ever we fly to florida and never have had a problem in the past. Since I intend to use your airline in the future my wife and I feel that vouchers for our next flight would be desirable. Yours truly, conrad tromba

Wow--SWA has certainly stopped caring about customer service.
First, the worst customer call experience of my was with an agent, Bronzie, who was so flippant and unhelpful--it makes me question how SWA can achieve such high NPS scores.

A flight was cancelled due to weather, I need a refund, so I called to confirm that I could still receive a refund. I had chosen an alternative, which was not acceptable (the difference between LGA and EWR is huge!), so when I called, the agent's assurance that I would receive a refund prompted me to fly with a different carrier.

I called back to confirm that I would get a refund on my card (not travel funds), and the second agent, the nice Maria, said it was a mistake and I would need to contact Customer Relations to get a refund.

Here is when I get on the phone with Bronzie and the call devolves into a condescending mess. So helpful--she decided to suggest that she read me the terms of my ticket purchase. Excuse me? Are we serious? An agent assured me a refund would come and if that was erroneous or an exception would need to be made--SWA needs to take my complaint seriously.

So, now, I am waiting for a manager call back and Bronize asked me to submit a receipt for the other carrier. Excuse me? How is this relevant? A flight was delayed due to weather and I want a refund. I got myself to LGA, on a different carrier at the approx same time as my original flight.

Now, I am miffed by an agent making a mistake but more so--I can't believe someone like Bronzie works for SWA and is allowed to speak to customers in such a rude way.

We departed Sunday afternoon, January 6, 2019, from SFO to DIA on Flight #4243. The flight was slightly delayed due to an extremely full plane and inclement weather. The issue was the way baggage was handled due to these two situations. Some of our luggage was transported on another flight, while other luggage was allowed to sit on the cart on the tarmac taking on a great deal of water. We actually saw one of our bags from the terminal sitting for an extended period of time completely uncovered in torrential rain. We had lost luggage at arrival to DIA due to the baggage that was transported on another plane. Both issues could have been handled simply by communicating the transportation issue so that we were aware once in DIA to locate the luggage differently, and by placing a tarp over any luggage that has to sit prior to loading.
Since the packed items were essentially unusable upon arrival at our destination, we were forced to clean the items or dispose of items and repurchase. I would be comfortable with a voucher for future travel to reimburse us for our time and losses.

El día 2 de enero se supone que saldríamos a las 7 am desde long islan para west Pam beach lo cual no su cedió, abordamos todo hiba bien cuando nos avisaron que el avión tenía que volver a la plataforma, porque no teníamos suficiente gasolina, lo cual demoró 1y 45 minutos dentro del avión y sin darnos mucha información no nos permitieron bajar del avión que sería lo más indicado ya que yo sufro de anciedad y me comencé a sentir muy mal al ver cómo las personas se quejaban y el aire acondicionado no funcionaba así que no fue una buena situación la que pasamos y fuera de eso, llegamos tarde a nuestra cita por la cual viajábamos así que espero alguien se contacte con migo ya que soy una viajera frecuente muchas gracias alexandra fuchs [protected]@gmail.com

Late night Southwest Airlines flight 2343 from Chicago to Louisville, KY on Thursday, October 25th, 2018 was delayed over 2 hours due to either or both mechanical or flight crew issues. We did not get to Louisville until after 1am which made a very short night and a rough-day on Friday.

Just curious if our 4 person group could receive some Drink Tickets for our next Flight to Puerto Vallarta, Mexico in February 2019!

Best regards,

Eric Bauer cell phone [protected]
18214 Farnam Street
Elkhorn, NE 68022
Southwest Number [protected]

Patty Bauer
Southwest Number [protected]

Taking flight 614 from San Antonio to Dallas then connect to flight 2143 to Omaha. Purchased early bird option for wife since not an A list member. Flight from San Antonio delayed due to maintainence for 1.5 hr. Barely made connecting flight therefore the early bird purchase was a waste since we basically boarded group Z 60. Seems like that portion of flight should be refunded for the early bird. Will call and find out.

November 7, 2018
Southwest Public Relations
To whom it may concern,

My Name is Rebecca Lancaster and my SW Rapid Rewards number is: [protected]

I am a frequent traveler who usually travels on Southwest. On Sunday, November 4th my flight, #53 from Houston to San Diego, was canceled last minute due to weather conditions in my destination city. I have never had a problem with Southwest, and when possible, I exclusively fly with the airline, but this night was an exception.

I completely understand cancelations due to weather and understand the stress that last minute cancelations inflict on airport employees, but the treatment that I received on Sunday has given me a new, unflattering view of Southwest. I arrived on the night of Sunday, November 4 from Liberia, Costa Rica on SW flight 817. I was connecting with SW flight 53 from Houston to San Diego. The flight was delayed over an hour before it was officially canceled, and after waiting in a line for another hour to receive a new flight to get home to San Diego the employees at the Southwest desk told me that they could not get me on a flight to San Diego until Tuesday night- two days after I was originally supposed to arrive. I am a graduating College student who needed to get back to San Diego in order to take an exam and present my research the following day, so arriving on time was crucial. I asked them if they could fly me to any other nearby airports the next day. The employee said the closest they could get me was San Francisco on Monday afternoon, and that there was no way they could get me from San Francisco to San Diego. When I asked what my options were for where I could stay that night in Houston, the employee told me that I needed to find myself a hotel and that they had run out of hotel vouchers so that I should "find another passenger who would share their room with me". As a female traveling alone, this concerned me, and I left the desk discouraged and without a hotel room or a flight. I found a flight to Orange County leaving the next morning on my own and returned to the desk to see if I could switch my flight to that. Your desk employee claimed the flight didn't exist until I showed him the flight on my phone. He then switched my ticket, as well as the tickets of three other women standing behind me, to this flight. We all shared an Uber to get from Orange County to San Diego totaling $170.96/4 (receipt attached). The whole process took nearly three hours, I wasn't compensated for my hotel room or uber from Orange County to San Diego, and I was spoken to rudely by two different Southwest employees (not including the employee who told one of the women traveling with me to Orange County that finding her checked bag was not her job).

I realize this case is an exception, and that at its core Southwest is a good company with great customer service, but the cancelation and lack of assistance I received negatively impacted me financially and professionally. Should I choose to fly with Southwest again, I hope that the treatment I receive as a loyal customer surpasses this experience. I would hope you would compensate me for the hotel room and for my Uber trip as I entrusted you to get me to my destination.

Sincerely,

Rebecca Lancaster
Attachments: SW itinerary, SW Cancelation notice, Uber Receipt