Southwest Airlines

I paid $84 for an exit row seat. When I checked into my flight, I was assigned another seat instead of the one I paid for.

I called customer service, and they told me they didn't have a record of me paying for a seat, which frustrated me. I was told to show proof at the airport that I paid for the seat. I showed them the transaction on my bank statement, which showed the money coming out of my account. After speaking with three different people, I was finally told that they see I paid for the seat but had no explanation as to why I wasn't assigned the seat I paid for, and I was told I would get my $84 refund in up to 30 days, which made me angry.

One, I didn't get any explanation about this inconvenience, and I have to wait up to 30 days to get my money back. Terrible.

First, the potential introduction or expansion of baggage fees is disappointing. The "bags fly free" policy has always been one of Southwest's most recognizable and appreciated benefits.

For many travelers including families and frequent flyers this policy was a deciding factor when choosing Southwest over other airlines. Second, the open seating model has long been apart of the brand identity and a feature many customers appreciated because it allows flexibility and efficient boarding. Finally, reduction of direct flights from major hubs such as New York and Atlanta. These routes are extremely important for both business and leisure travelers.

The direct flights significantly reduce travel time and inconvenience.

The availability of convenient nonstop options has always been a major factor when selecting an airline.

Southwest has built an incredible reputation over the years by doing things differently, offering transparency, simplicity and customer focused policies. My hope is that these changes are carefully reconsidered so the airline can maintain the qualities that have made it a favorite among travelers.

Previously I noted the poor response from the flight attendant who spilled an entire cold drink in my lap.. This happened on my return trip to Nashville from Sacramento March 27, 22026.

The attendant did not come back to my seat to off towels or wipe up the beverage that had also spilled on my legs, shoes, handbag, and floor.

I had to go to the back of the plane to find two attendants who were visiting in the back. First I was told to get a paper towel from the restroom. Ultimately one gave me a small stack of paper towels to deal with the liquid mess myself.

I'm thinking Southwest will want to off er me some compensation for my discomfort and possibly do some retraining of these flight attendants.

Thank you. Nancy Mathisrud