Two of us traveling Seattle (SEA) to San Diego (SAN). We go hung up on the freeway to SEA so I called SWA about 30 minutes prior to flight time to advise that we would not make the flight...
it's called a "courtesy" and was informed that I could re-book for around $100 per person. A bit pricey but not worth arguing about. When we got to the service counter right at flight time and the nonsense started. 1- We could not re-book a flight but had to cancel and pay full price for the next one with credit for the missed flight returned in "about a year".
So I just wanted to purchase tickets for the later flight and not worry about it. $428.00 in total but was told that they couldn't sell the tickets because it was too close to flight time. 2- They put us on "standby" with a flight to SAN but through Las Vegas (LAS) and told us that there are flights from LAS to SAN every 20 minutes or so and none of the flights are fully booked... So we end up in LAS now some three hours behind our shedule.
3- Guess what... there are very few flights from LAS to SAN and all are over booked but there's a flight late that night that has seats and goes through Sacramento (SMF) but they will not guarantee seats from SMF to SAN. 4- So I purchased two tickets from LAS to SAN for $411.00 because they wouldn't honor their original $100 re-booking fee. I called their consumer complaint line this morning and after a 56 minute hold got to talk with a "supervisor" who essentially did nothing but continue the lies and patronizing including telling me that SWA didn't do "standbys".
So what the *** were we on... a magic carpet ride??
In the end he offered me a $50 voucher which I consider nothing short of an insult! With that one day of screw ups, SWA has lost a long time customer and I will never recommend them again.
Review about: Southwest Airlines Customer Care.
Reason of review: Poor customer service.
Monetary Loss: $411.
Preferred solution: Full refund.