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I flew home with Southwest to Sacramento from Fort Lauderdale via Phoenix on Tuesday, March 10th. We landed at midnight, got our luggage, including the 2 carseats, totally soaked in water.

Upon getting to the curb, where my parents were to pick us up, I attempted to install the carseats, I noticed one of them was missing the anchoring belt, which straps the carseats to the seat of the vehicle. The strap is usually held in place by a piece of plastic on the inside of the carseats, but this piece was snapped off. As it was nearing 1am and I had a sleepy and grumpy 5 and 2 yr olds, and my parents were there to pick us up, I decided to make a complaint in the morning.

I give them all the details and then am told Southwest will take no responsibility for breaking the car seat that costs $200 because there is a 4 hr complaint window. I don't feel I need to explain how absurd this customer policy is.

Product or Service Mentioned: Southwest Airlines Baggage Policy.

Monetary Loss: $200.

Preferred solution: Let the company propose a solution.

Southwest Airlines Pros: Good exchange policy.

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Even if you made the complaint car seats are not covered under the contract of carriage.No airline will because car seats and strollers are more prone to being damaged because they are in the hold with suitcases.So airlines conditionally accept them


Also car seats are not covered anyways.You agreed to the risk when you agreed to the terms and conditions.All the info can be found in the contract of carriage


Oh no one cares you jelly.....

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