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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.