Phillip S Ndk

Bad ground ops and customer service

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Traveling on flight 6956 from MCO to STL out of gate 121. Our inbound equipment was coming from STL flight 5442 into gate 121, a turn around back to STL. Meanwhile outbound BWI flight 2086 had been delayed since 4pm. They just announced that BWI flight 2086 will now depart from gate 121 at 6pm the time that the STL 6956 was to depart. So ground operations stole the equipment and crew from the STL flight 6956 to give to BWI 2086. Meanwhile we are waiting for the equipment BWI was supposed to take to be repaired. Horrible ground ops and customer service, now weather rolling in, we will spend 5 hours delayed, for nothing.
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Cons:
  • Ground ops and customer service
Reason of review:
Poor customer service

Preferred solution: Full refund

1 comment
Guest

The operations teams at every airline have to make tough desicion when problems arise.they try to inconvience the least amount of people as possible.also there's many factors to think about.it could be your crew would have timed out if they would have continued with your delayed flight.or it could be an issue with crewmembers and aircraft types.pilots and flight crews can only be certified for one aircraft type so if the other airplane was different they would néed a new crew.there are many factors

Jessica P Hca
map-marker Denver, Colorado

Ruined my trip because they lost my bag. Ive been home and still don't have it.

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I had booked this trip from Denver to Las Vegas five months ago. I had booked this as a surprise for my best friend as a bachelorette/Birthday party. This was a $700.00 surprise. We were on flight 799 from Denver to Vegas at 5:25AM. Landed in Vegas at about 6am Vegas time. We go to get our baggage and only one bag arrived. We submitted a report at 6:40am for the lost bag. Throughout the morning as we waited for a "15 minute " call back, no one called us, no one updated me, and no one can tell me where the bag is! We are now sitting in Vegas and the person/reason for being here HAS NONE OF HER THINGS! Not only does she not have her things,her fiancé hid a surprise card with money in it. There is roughly $600 dollars of makeup, brand new clothing and other valuables in her bag. It is now 9:30am the NEXT DAY and they still can't find my friends bag nor did they call me... I called them AGAIN to get no new information. I'm need more compensation then a measly $50 "travel voucher" that I can't even use unless I SPEND MORE MONEY ON A FLIGHT! This has been the absolute WORST experience. When we were getting on the plane to come home they offered someone a $600 travel voucher for their next flight if they changed flights because they oversold it. We are now back from our trip and they still can’t find the bag. We are not even allowed to start the process of reimbursement until after 5 days. You may call me at (509) 869 **** or email me at charleyperry33@***.com
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Loss:
$700
Cons:
  • Wasted time and money
  • Lost bag
  • Money for value
Reason of review:
Poor customer service

Preferred solution: Full refund

George Ruw

Awful

Totally disorganized , zero empathy and the people on the plane still act like it’s a party when your weekend has been destroyed due to canceled flights and zero customer service- short this stock!!!
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Ares C

Didn’t refund my money after they said they were.

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I purchased two tickets. I realized within minutes I purchased wron ticket. Went back to SW.com changed tickets. Since it was within 24 hours they said they would refund my card for the difference. Waited a week and nothing. Called them they said they wait a few more days for refund that they saw it on there and end and it was processing. Never received refund. Called customer service and waited on line for 35 mins to get a representative. She states that I have received a credit and that I can use within a year for travel WTF! No integrity or customer loyality. They can keep the refund and I won’t be using them again.
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Reason of review:
Return, Exchange or Cancellation Policy
1 comment
Guest

The tickets are nonrefundable..even if you make a mistake or your plans change you only revive a credit.Most airlines will charge you a $200 to $300 dollar fee to make any changes to your ticket.Southwest has the most flexible fare terms and conditions compared to other airlines

Briggs Evo

Really!!!

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Returning from California, sitting in Bob Hope Airport, 20 minutes before scheduled boarding time, Ground crew set-up a bean bag toss game on floor, passing around boxes of candy. I should have realized something was up when we were offered $150 vouchers for participating.

then, two minutes to board time, everyone's phone started going off with a text, our flight had been cancelled. Quite a shenanigan, to cover up what SWA had already knew was about to happen. Of course, we were all booked on later flights. Our original flight was a non-stop to Chicago, SWA Hadn't filled the plane.

What happened next, new board passes, only this time, instead of the "A" seating I paid for, now we were the "C" and the last of four to board a FULL plane. When I explained this to supervisor handing out new passes, Reply was "I should have read the fine print" WOW... this from SWA??? Stay tuned gets even better.

Before this trip had purchased new luggage, checked SWA site to make sure luggage would qualify within their published carry-on size, took tape measure when shopping new luggage. As we handed over boarding passes, the latino lady, barely able to utter in English, grabbed my luggage, stating "you fit, me fit, bag no fit!" ( Funny, it fit on both planes as carry on trip out, real issue, plane's overheads were full! I begun to reply as she tagged my bag to belly of plane, Stating "will be at destination. Well, our plane's cargo doors were closed as plane had been boarding for at least 20 minutes, so not our plane, but a later plane.

She would not allow me to reply or that my medicines, my truck key to get into my truck at destination, my jacket (85 in Burbank, 16 in Flint,) and my month old Surface 4 Tablet ($1000.00.) No concerns over meds or that I would be plunged into bitter cold, and that now, I would have to take a cab home from airport in the wee morning hours, as SWA sent my stuff to Dallas, to their baggage claims depot!!!!! Didn't find out until we hit Chicago. This cost me a huge amount of cash, not only for the cab, but another days parking in airport lot, plus having to take two cars out to get my truck. No sooner get back from airport, my luggage is here, another trip to airport.

The counter person could care less, as I checked luggage, sure enough case tablet was in there, Tablet is GONE! Official reply is "we don't have anyway of knowing if you had a tablet." I flew exclusively on SWA for a good 25 years, no more they can shove their brand of crap right up where the Sun doesn't shine!

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Loss:
$1200
Reason of review:
Poor customer service

Preferred solution: Full refund

Terisa S
map-marker Minneapolis, Minnesota

Credit for unused travel expired and they did not extend it

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My mother who is now 75 decided she no longer wants to travel so I had to cancel her flight. I did it in plenty of time to receive the allowed credit. So when I went to use the money it was gone. So I started to correspond with the Airline to see if I could recoup the $350 I spent. Here is what they said.....

Thank you for contacting us. When plans change, we allow our Customers to have full use of the travel funds for 12 months from the original purchase date as long as the reservation is canceled at least 10 minutes prior to departure. The expiration date of the funds is included at the top of every itinerary, which is emailed each time a reservation is created, changed, or canceled. We also include an advisory that all travel involving the funds must be completed by the expiration date. At this point, the funds associated with confirmation number FAB38D is no longer available. We regret that you were unable to use your travel funds prior to their expiration. We hope you’ll continue looking to us when your travel plans include the cities we serve—your business is important to us.

Sincerely,

Augusta, Southwest Airlines

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Loss:
$350
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Reinstate my credit so I can use it on a future flight

2 comments
Guest

If you didn't pay attention to when the funds expired that is not Southwest's fault. They owe you nothing for your laziness.

Guest

"So when I went to use the money it was gone"When you received the voucher, credit or whatever, they tell you that it's only good for a year. I have one and knew full well it won't last forever and they won't extend it.It's that simple.

I suspect you knew that considering you started off your comment with your mother's age. People who start comments off with stuff like that, disability status, vet status or age are usually full of monkey mucous and either didn't bother to read or thought tossing out a card would get them over.Not...

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Michael f Arx

Left stranded part 2

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Just called customer service number in Texas, not a 800 number. LMAO refunds take up to 60 (Sixty) days. Also my wait time was 38 minutes. I will wait to record the whole conversation for "Quality Assurance" and posted on the internet. I hope they do the right thing and refund the last leg, we had to rent a car drive 9 hrs so I wouldnt get fired and my kids starve.
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Suzanne A Gvb

Overcharge

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my wife purchased business class ticket, forgot to purchase one for me - at the airport, we were told that I could have the same access as her for $40. We were traveling with two friends who did not "upgrade: We all got on at the same time, we all sat together - my wife got a drink ticket, I did not. So, what did her $400 buy her? and what did my $40 buy me. We got a ridiculous letter, after a long delay, telling us that we just didn't understand -- offered nothing in the way of apology or consolation for having been taken advantage of.
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Cons:
  • Being overcharges and then dismissed
Reason of review:
Poor customer service
Kevin B Yuz

Southwest Flyers BEWARE!!!!

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I finished up with a convention much earlier than anticipated and decided to head to the airport to try and get my ticket changed to an earlier flight. There are flights going from Las Vegas, NV to Burbank, CA about every hour. I find out there are open seats on every flight throughout the day and Southwest refused to help me. They only wanted to sell me another ticket. I declined that option, as I already purchased one. Of course, this is the case with all airlines now... no one wants to help you because of the corporate greed. Well, I’ll do my part by not flying with an airline that clearly doesn’t care about anything other than money. FLYERS BEWARE!!!!
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Reason of review:
Return, Exchange or Cancellation Policy
3 comments
Guest

I don't think southwest charges a change fee I believe they only ask you pay any difference in airfare.it seems you were trying to jump on a more desirable more expensive flight.like from a 1 stop to non stop or fro red eye to late morning.If they didn't charge the difference people would just book the cheapest flight then change it.Also if you booked wanna get away fare,those are the cheap ones.it could be the earlier flight you wanted didn't have any more seats and that price/class of ticket

Guest

I always find it hilarious when someone starts off their post with a grab for sympathy. Your status as a veteran has NOTHING to do with your issue.

It’s a PITY PARTY. Get over it!! It’s a business and NOT your personal travel agency. Just because you want something doesn’t mean they have to do what you want.

Not accommodating your whim doesn’t make them bad. When are you going to understand that? You present no logical reason to change your flight. Your WANT is just not good enough a reason.A little info for you, gas costs money.

Each flight is assigned a certain amount of fuel. Added weight such as adding extra passengers will change the math on how much fuel is consumed. They don’t give the pilots a corporate credit card, and the people who pump said fuel can only pump what they are allowed. Every day each airline has already done the fuel math per flight so anything extra MUST be paid for.

This is why you are offered to purchase a ticket instead of swapping flights. Your weight and the weight of your luggage have already been factored in for the flight you originally paid for.If a pilot gets lucky and they have a good tailwind that will change the fuel consumption and extra fuel means extra weight. Which means a few more people get to fly from standby. If someone doesn’t show up for their flight then a little extra fuel is available.

It’s all strictly regulated and restricted. Airplane fuel is expensive and since YOU aren’t the one cutting the check for it YOU will have to accept that they have the right to say no.Your post makes me envision a small child throwing a full blown tantrum in the middle of the cereal aisle because mommy didn’t get him the one he wanted. Go ahead with your response that I must be a employee of sw airlines. NOPE just a consumer who believes that snowflakes suck.

Everything I have told you is easily verifiable. So take a little time a educate yourself as I did.

Guest

"FLYERS BEWARE!!!"Translation: Flyers.... DO NOT AGREE to the terms if you're not man or woman enough to honor your promise or do not understand what it is you're agreeing to.Do not think you can walk up, present your situation like this, flash a card(age, disability, gender, race or vet) and think you're above the terms you agreed to.You are the reason they can't break the rules to help people who have REAL compelling issues.

Let one turkey like you get over and the rest of the flock will want "help."OK....Let 's have it. I must work for (insert company).

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Blanka w
map-marker Oakland, California

Complain on steward and customer care

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I flu form OAK to Phoenix with your airlines flight 2034 today 3-22-18 8.45 to 10.35z. The plane was half ful when I came in with my carry on luggage. All compartments where full and no place to put my luggage. I called for the assistant and asked him to see if he can help me find space for my luggage. He said , when it’s all full , it has to be placed bellow. I informed him, that I only have 30 minutes to switch between my connections flights and it was important to have my luggage with me. Stewardess name Jean or Jeanne ( blond middle age lady) approached me aggressively . Stating if I don’t give up my luggage I need to leave to plane and find myself alternative travel. I advised her, there are small bags in compartments that if she can help e to find space , by maybe removing small bags bellow seats I can fit my case above . She began to threading me of being kicked out of the plane if I don’t give up my luggage.repeatedly I advised her of importance of having my luggage with me, where she started raising her voice and being aggressive by snatching my case , tagging it and walking away with it. I had no help from any other assistant , and when I tried to get a help and asked to speak to someone she stated that I am already holding the plane . This is absolutely outrages behavior from southwest airline , customer service period. With her having anger issues and zero customer service , she should rethink her careers choices. Seems like your airlines do not care for their paying passengers and will allow any behavior . If one stewardess is completely in wrong , there should be someone else coming with compromise or solutions. All the rest of the crew were just standing by watching the whole scene unfolding without interfering . I am very upset about how I was treated especially while traveling with my child . I am assuming my complain will be heard and responded to. Thank you Blanka Walker ( walkerca25@***.com)
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Reason of review:
Poor customer service
3 comments
Bookcrazy

No, your complaint will not be heard. At least by SW.

This is a website for people to complain about companies.You were in the wrong. I travel a LOT and THE most annoying person is the one holding up boarding the plane for their *** bag they should have checked in the first place.Not the airline's fault you didn't allow enough time for your transfer.

Guest

"If one stewardess is completely in wrong , there should be someone else coming with compromise or solutions."LOL...You're stuck in the 60's with the Stewardess talk.That said grammy, there are no other compromises or solutions.If you can't load you luggage in the overheads it's going to be checked. It's that simple.They aren't going to run up and down the aisle moving potentially dozens of people just to satisfy you. It's better to get your stuff checked or your buns off the plane.What, you wanted them to find you a space all the way at the back?They have plane to get off the ground.If you're aren't going to comply, you're going to get off.They can't have one entitled person ruin a trip for everyone else on the plane.

Guest
reply icon Replying to comment of Guest-1452277

I have no idea who are you calling a Grammy ( I am 38) and I never said I am entitled to anything. Point was simple, small bags and purses can perfectly fit under the passenger ( owner ) seat so carry one can fit above... too much to make it simple for “ your kind of generation sweetheart”???

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Lucinda R Lfn
map-marker Fort Lauderdale, Florida

Lost and Found

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I left my Ipad on the plane on a flight to Ft. Lauderdale.

I realized that evening it was missing and filed a lost claim report. When I was leaving Ft. Lauderdale, a Southwest employee checked the computer and informed me that it appeared my Ipad had been found and had been sent to their main Lost and Found terminal. To date, I have not received any indication that they have my Ipad and when I speak to a Customer Relations employee, they state that Lost and Found is a separate vendor, they do not have anyway of getting in touch with someone from Lost and Found, and they have my complaint on file.

After thirty days, if the item is not located, I'm out of an Ipad. So much for their helpfulness.

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Loss:
$130
Reason of review:
ill equipped lost and found

Preferred solution: return of Ipad

1 comment
Machele Imf

I am somewhat surprised that someone actually turned the thing into lost and found as the natural inclination of most people would be to just pocket it for themselves. That observation being said, I am also somewhat surprised that Southwest has an apparent outside vendor handling their lost and found.

I expect that if the ipad actually made it to lost and found it will disappear forever. It is what it is.

Kelly d Mnw
map-marker Baltimore, Maryland

Never again

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I showed up at airport and had a 2 hour delay. Why couldn’t they contact the customer so I wouldn’t have that time at the airport. Then on my return mechanical issues forced us off the plane and wait another 1.5 hours for the next plane. I’m very upset that they rerouted me to baltimore and then to Tampa and I paid for a non stop flight. On upon arriving in Baltimore I found a flight that was leaving in 30 min but was told that because I was in mid flight they could not help me, I contacted another supervisor and was told the same. I contacted another supervisor and was told if I pay 375.00 they could get me on . I already paid 260.00 to get stuck here in Baltimore. So now I wait 4 more hours for a flight because I won’t pay there ramsom to get home. Customer service is not there specialty. They are bad people and this guy and his family are boycotting all Southwest Airlines signed Kelly 727-487-****
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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous

Mall Cop Flight Attendant

Southwest Airlines - Mall Cop Flight Attendant
This woman was absolutely rude to me! She asked me if I wanted two vodkas instead of one so she wouldn’t have to take my credit card twice. I said ok so when she comes back, one of them spills (turbulence and the seat moved). I quickly ask her “can you get me another one since it spilled”. She responds by saying “Why don’t you drink what I gave you first”. If that wasn’t rude, when she comes back around I ask her for water and she just ignored me. I asked a couple more times and then she snapped at me “I heard you ok, you don’t have to ask over and over again”. So then when she comes back I tell her that I’m going to file a complaint with Southwest and I’d like to know your name. She replys “You don’t need to know my name, just the flight number”. So then when I get off the plane, I am confronted by an FAA/Southwest rep who accuses me of being aggressive because that’s what “Kristin” or “Kristina” told him. He says to me “why would she lie”? Really? A flight attendant has never done anything horrible before?? So I tell him the info she gave him is a lie and he responds by saying “you can’t do that on a plane etc”. Pretty much ignored everything I said. This video shows her and the passenger who was sitting next to me reading a book who was completely shocked by how rude she was to me.
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Reason of review:
Poor customer service
1 comment
Guest

Its illegal to record or photo crewmembers without their expressed consent.as well as other passengers.its federally regulated

Scott l Nth

Poor customer service

Checked in for my flight from Baltimore to Lax an hour and ten minutes equally. Sat at gate for sixty five minutes and at boarding time trying to scan my ticket I was told to go to Customer service because I was not on the flight....(what?) The ticket agent printed out my boarding pass for me and I made it through security with no issues.... Not only did they make me miss my flight. Yes their fault which I could not believe.... They also sent my luggage and so I was stuck at a hotel for 24 hours with no clothes. They didnt even pay for the hotel. They talk about what great customer service they provide. What a joke. All I got was excuse after excuse. Of course no one could help me. And I was 45 minutes on hold tring to talk to a live person.. And as you can imagine.... they were no help. Save your money and fly with a real airline... No customer service at all. Im stuck in a hotel with no clothes and at my own expense.
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Loss:
$150
Reason of review:
Poor customer service
2 comments
Guest

How do you get a boarding pass if your not on the flight?maybe it was just a security document(pass)to get through security

Guest

Airlines recommend you arrive 2 hours or 3(if flying international).just in case there are issues at the airport.if you had arrived 2 hours prior and it still happened they would possible be more helpful

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Don A Gzj

Upset pissed off

I flew into DC on May 9th because my daughter was going to birth to my first granddaughter however there first was almost an hour delay then they say there bad weather in the DC area which in fact that was an outright lie checked my radar called my son-in-law what do know no bad weather Fly to Des Moines then to St. Louis then onto DC making me miss my granddaughter birth thank you southwest then on my return flight home on the12th was even more upsetting there was a flight attendant that was so unprofessional flight 5727 back to Chicago his shirt was unbuttoned 2 or 3 buttons had on a white tee shirt and a big gold handed me my drink by the rim of the cup with out a napkin around it how gross the sad thing is my husband and I may be flying another Carrier after this experience that sad because we always fly southwest David&Donna Lucas

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Loss:
$742
Reason of review:
Unprofessional flight attendants

Preferred solution: Full refund

3 comments
Guest

Airlines fly only with the permission of air traffic control.if they don't give clearance your flight doesn't leave.costs the airlines lots of money.they want to get you to where your going.The weather could have been an earlier weather event that has slowed down air traffic .when there's weather and airplanes have to circle the airport or go into a holding pattern or divert.it slows everything down.sometimes it can take a while to get back on track.or the weather could be anywhere between point a and point b.its not always at the airport.Also it could be high winds/storms up at 37000 ft or whatever is the assigned altitude.weather can mean many things.

Guest

1-Just because your cute little weather app didn't show storms at your destination doesn't mean there isn't bad weather enroute or somewhere in the system delayed flight across that nation. You're just silly.2-This isn't a Pan Am 1962 flight.

This is the 21st century where you demanded cheap fares. You get what you pay for.

Machele Imf

Airlines do not delay/cancel flights for no reason. That would be silly and not only costs them money but messes schedules up up and down the line.

As for the unprofessional flight attendants, this is not unusual. When they went from stewardesses to flight attendants years ago the once strict standards went out the door---or plane as you might say. Now we are subjected to both male and female staff who could never meet the standards of old.

Complain direct to the airline. They have a website.

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