Southwest Airlines Reviews

9/20 Flight 1943 #S4YZLR Prior to departure, the Gate representative B12 @BWI African American, name unknown ,came into the cabin row 4 on the left side of the plane window seat and asked me out loud how I was able to get my puppy on board because he didn't see the my dog on his list..(or ESA on his list,) when it was clearly on my ticket (attached photo)and he scanned me in.. He had the opportunity to ask me as I walked on the platform with my dog when we pre- boarded because I was recently given A-List status. Instead he waited until the boarding process was completed and every passenger watching and overhearing his loud statements. CLEARLY EMBARRASSING ME! After he embarrassed me, then the older stewardess, Caryn, and the asked me to place my dog in his backpack carrier and lock it... I have seen other larger dogs aboard your planes and sit in the leg room of the aisle.. 3 dogs on the same flight with no carriers. I was also told on other flights that it was ok to have him sit on my lap which I rarely do because he likes sitting on top of his canvas carrier under the seat in front of me. I was worried about him bc he was acting overly lethargic so I placed him on my lap..He is a very well behaved puppy and quiet for the entire 3:45 min flight, every single flight. For the third time I was approached, by the younger Caucasian stewardess with her tablet in hand reading me the rules because I stated they were the only crew from all my flights that continued to badger me repeatedly without asking if he was an ESA. They all ASSUMED that he was a paid for pet on the plane, not my ESA for my Panic attacks, anxiety, and depression. They claimed it was not on their itinerary..They SHOULD HAVE SPECIFICALLY ASKED first!!! Instead of asking what kind of pet they only asked if he was a pet. Of course I replied yes because he is! Automatically they assumed and reacted without biased conviction and proceeded to reprimand me for not following the rules. I include him under special assistance on EVERY reservation and have to check in with the representatives at your full service check in... Perhaps there is a delayed response and error in your system bc its on the reservation and was on my boarding pass. This flight crew has been terribly disrespectful and unprofessional towards us and I am truly upset . This is the second complaint that I have sent to you in last 6mos.. At this point I don't feel an apology from each of the offenders will make me forget how they mistreated me. I suggest they need to relearn how to gently approach your clients with caution when they communicate as not embarrass and insult your clients. I know this because all my life I too provide customer service even in the medical field.. They repeatedly stress the importance of our behavior towards every individual we come across with dignity and respect and that includes strangers, families, the patient, and each other because being kind and courteous makes the difference that people remember and poor treatment is not tolerated ! It only takes one person's negative experiences to make a negative impact on your entire company.. After these incidents, I have reached my boiling point and will publicly state that I was treated with racism on both instances. I will not hesitate to post this and my other email complaint of your biased and racist employees and your lack of accepting responsibility on their behalf, all over Social Media dependent on your reply and actions you take. I was disappointed from your previous email response and let it go until today due to the repeated offensive attitudes. Brief recap: The gate agent in Baltimore that didn't greet me if I needed assistance just stared at me with discernment and proceeded to embarrassed me at the gate asking me what i was standing near the gate for?! I made a complaint to the floor manager, he spoke to that agent and yet the agent still made no effort to apologize prior to me boarding so I expressed my concerns. That email displayed your lack of concern or responsibility of how your employees treat every individual customer. Your response, disregarded how I was humiliated and made me cry. I am Extremely Disappointed and Disgusted! I will mention this only my 3rd formal complaint towards any company and your company is the 2nd and 3rd that I felt strongly about enough to write an email. Mind you my 1st ever complaint was posted on Social Media and part of many individual groups in the healthcare field and many miscellaneous groups that they responded immediately. I was informed that she, saleswoman, was removed from the largest and busiest location immediately .They were embarrassed of her behavior that reflected badly on the entire company. They kindly asked me to delete the post. I complied because they took Responsibility for her actions! Regards, Sheila Marucut #15224**** Sent via the Samsung Galaxy S10, an AT&T 5G Evolution capable smartphone