Southwest Airlines

I will send a written statement to all the issues that we dealt with. I just spoke with Leanne with customer care service who basically sent me to southwest.com.

If you should wish to call me my number is 903-216-****. I was on flight WN528 gate 19 July 27, 2025. I was met in Dallas with absolutely no assistance. I was wheelchair bound and could not get any help after an hour delay because you couldnt get a pilot you gave him a flight to Arizona instead of the flight that he was supposed to do from Austin to Dallas.

I sit on a hot plane for an hour by myself because they had gotten rid of the wheelchair and I couldnt walk back down the ramp they didnt know when a pilot would be assigned because there was no pilot assigned during that. My family noticed an unattended bag first when I went to the girls at the desk and they were the only people with Southwest that we could see no security no helpers nobody but two girls when I told one of them or asked one of them for help that I needed help. I was traveling with a three-year-old the 13-year-old, my daughter who had the car seat stroller my husband who is 78 and our luggage and me being in a wheelchair which he wheeled me to from the plane to the luggage area then we looked for help again there was no help to be found so I went up to the girl behind the desk and asked her for help. I explained the situation that I was in a wheelchair.

I had hobbled up there because he was trying my husband was trying to find some help or baggage push racks when I went up to the girl and told her I needed help. She said there was no help and that if I needed a cart, they were right there, and she pointed behind her and that they cost money after being on a hot plane for an hour by myself waiting for a pilot to be assigned totaling over three hours that I was in the airport in pain not happy. I did tell her that I thought that was basically *** Her attitude towards me infuriated me. Her arms were folded.

Her body language was not. Im sorry we dont have anyone to help you you know or let me see if I can find somebody know I got a very bad attitude and was told right over there is the carts and they cost money. Let me explain something we have used capital one Southwest for everything we have believed in your company for as long as I can remember and Im 65 in October wouldnt have flown any other airline. Your reputation has been stellar over the years.

I understand you got bought out and I knew there were changes but to tell you who we are when you like everyone else was having trouble during Covid we bought some kind of. Ill call it a gift card we pre-bought and gave you money so you could have money in your car so you could stay flying. We gave you our money interest free for a future date to be used. By the way we couldnt use them all and we couldnt use all our points because you have new rules thats an issue.

Ill let my husband explain, but lets go back to the girl that wasnt willing to help me I got back to where our luggage was and my daughter and two granddaughters and her husband because my husband was still trying to get a cart and once he put his card in to get the cart, it told him that there was a problem and to call an 800 number which he did and it said that they will return the call so now we cant even get a cart to help us and you want us to call at 800 number and call us back at an airport when I did get to back to my children, my daughter informed me that there had been a bag left by this point. Most of the people had left because again we were trying to get help to get out of the airport when she informed me of the bag I went back up to the very front where those two women were was black and heavier set just so you can identify her. She when I told her about the bag being left alone. She let me know she get around to it basically that she wasnt gonna do anything.

I said say something say something do something that bag has been sitting there unattended. My family is over there. There are people in this airport that could be a bomb Ill get around to. It was her response as she stood there with her arms crossed looking at me and I said well Ill just stand here until you do unfortunately I couldnt stand there because Im disabled I couldnt do I could barely walk.

I informed the other young woman behind the desk. This one was in front of the desk. The other one was physically behind the desk. I told her about the bag that was unattended.

She told me she had a lot of problems and that she had shed been real busy. I thought OK thats your job. I understood supposedly when you didnt have a pallet assigned and you switched them to another flight and I said on an airplane by myself, only passenger and a hot airplane for over an hour. I didnt take that out on them.

I didnt even tell him about it. I was identifying a different two different problems I needed help, and there was no help to be had. Finally, she told me the girl behind the desk that they would have to call the Dallas Police Department. I said get on the phone and hit 911.

Theres people lie mistake. See something say something do something. They didnt seem willing to do anything except make me matter so my only choice was to go back to my family hobble back over there to my wheelchair by that time, my husband to come back from trying to get a cart that he couldnt get and I informed some of the people standing around that bag that they might want to get their bags on another side and get away from that bag because it had been left unattended, they got it. Those four young women got what I was saying the other people that I told about it because you can tell I have loud voice so when I say theres an unattended bag and that Southwest doesnt care and theyre not coming, theyre not sending the Calvary theyre not sending security.

Theyre not doing anything. People started moving thank God thank God that wasnt a bomb because you were willing to do nothing. Nothing not for me not for my family you had little regard for my Disability. No, you had no regard for me.

We own stalking your company that was gonna send those grandchildren that I talked about to school to college, we have believed in Southwest with all of our heart. I grew up in Dallas. Ive been flying Southwest since I was old enough to fly to say that Im extremely upset and disappointed would be an understatement. Id like to know and Im sure I can find out because my husband is a lawyer, but what the American disabilities act consist of does it consist of an airline just giving you a wheelchair and telling you do the best you can with it does it tell you we dont have anybody to help you too bad were sorry youre in a wheelchair, were sorry theres a bag there, but well get around to it and hopefully it wont blow up the airport and the attitude that I received from those girls was absolutely horrific so well see if somebody from your organization can call me and see how were gonna resolve this because Ive been true to you.

My family has been loyal during the hard times that you had and you wouldnt even let me use my points in those tickets to pay for the flight for six of us. My husband knows some details on that hes been pretty upset, but in spite of all that we still were using the southwest airline capital one card we wont be using you again. Can you blame me? I blame you wholeheartedly.

My phone number is 903-216-****.

My husbands number is 903574****. Lets see how you handle this problem because you havent been able to handle any of the others and you created more than you handled

I was initially so upset that I couldnt write a review. However after learning that Southwest Airlines stranded two blind women, I just had to speak out at my disappointment with not only the scheduling of their flights but their customer service at the kiosk.

Each of my four flights were delayed by more than an hour up to as much as two hours. My return flight from Denver to Los Angeles was canceled all together. I had to beg for standby boarding passes in order to get out of Denver in less than the 11 hours they told me it would take to get on another flight. Southwest didnt even tell me about the flights I could try to get on.

Information on attempting to get on an earlier flight was given to me by friends, not by Southwest Airlines. I do still have rapid rewards, but after I have used them I am done .

My family has been loyal Southwest customers for 30 years. No longer.

You are now no different from the other airlines, and your prices are higher than theirs.

You distinguished yourself by having free baggage. Now I am charged even though when I made my reservation, nothing was said about new fees.

I hope you realize that passengers are now all going to have carry-ons and you already didn't have sufficient overhead storage. The last boarders won't have space. Then they will have to have those carry-ons checked, which delay departure and annoy everyone concerned.

What were you thinking?

And it is infuriating that you call these changes "customer ehhancements." That is a sheer lie.

Goodbye, Southwest. I won't even be looking at your flight schedules anymore.

You have betrayed our trust, and you will soon see a huge customer decline.

Star rating doesn't apply here... read on to learn why.

I don't fly often, but I've always appreciated SW change policy, where you can use the funds from your ticket toward another ticket in the future, but the policy has since changed with the type of fare my mom purchased.

In the past, if there was ever an issue, it used to be that you could discuss a situation with a supervisor, and they would take into account special or extenuating circumstances but not these days yet feel this is a special case with extenuating circumstances.

I appreciate the opportunity here to vent because I feel the aftermath of Hurricane Beryl's devastation warrants consideration and automation doesn't cut it!!!

My mom purchased my $518.92 southwest airline ticket for me, so I could visit and help her out. I planned to fly into Houston Hobby to visit my mom, who has had congestive heart failure. My flight was booked to depart on the afternoon of July 11, 2024, at 2:40pm PST on flight #1015 arriving Houston 7:55pm CST and scheduled to return on July 15.

July 8 hurricane Beryl hit the Houston area. There were huge power outages with over 2 million people without power, gasoline closures and shortages across the region as well.

This included my mom's area which is 45 minutes south of Houston. I was in communication with her after the storm and regarding her ability to get gas for her car and charge her phone and computer. We decided it was best if I still planned to come and help as I was deeply concerned about her health and welfare in the midst of this crisis.

On the morning of July 11, I spoke with my mom, and she said she had very limited battery life available, yet we confirmed my arrival time that evening at 7:55pm.

Later that afternoon however, I received a text notification from Southwest that the flight was delayed.

I tried repeatedly to get in touch with her to let her know but couldn't reach her as my calls went repeatedly and directly to voicemail, an indication her phone no longer had a charge and she didn't have power. I was extremely worried as my arrival would put me in so late and my mom was in poor health and I did not feel comfortable with her being on the road without cell service and no way to communicate with her about flight delays and no way for her to get help if anything happened to her or the car on the long drive up to Hobby Airport.

And then I received a second flight delay notification and again no way to let my mom know about these changes that were pushing late into the night.

I didn't know what to do - travel or not travel. The flight delays would have left her at the airport not knowing what happened, and when or if I would arrive. Her mobility is extremely limited due to her heart condition so it wouldn't be easy for her to run into the airport and speak with a service agent.

It was clear to me that her safety was the most important. After some considerable research on my part, I was able to track down a neighbor of hers to relay my message, since my mom did have any form of communication since her phone was dead wouldn't be safe.

Several days later, I went to rebook my flight and discovered that I could not use the value of my SW flight towards another SW flight.

I was shocked! What happened? I didn't fly, so my funds should post to re-book ticket, but I learned that as I was trying to desperately trying to figure out what to do and prioritize my mom's safety and track down my mom or someone who could relay a message, I needed to have cancelled my reservation in advance. I understand this now but was not aware at the time as I was in the midst of focusing on how to navigate the situation, prioritize my mom's safety, navigating the SW flight delays, and trying to get a hold of or get a message to my mom, all of which was extenuating circumstances and beyond my control.

As a result, neither her nor I was able to afford to purchase a new ticket and lost out on more than $500.

She was super upset about not getting refunded as was I! I haven't been able to fly out and spend time with her but I am trying to save up to hopefully be able to fly out this autumn. I honestly feel that my mom should not have had to forfeit her money for the ticket due to the circumstances but at a minimum, receive a flight voucher for at least half the airfare in consideration of the situation.

BUT I wasn't able to discuss this with anyone... since everything is automated now.

Very disappointing Southwest! I've been a loyal customer for decades and virtually exclusively fly SW because of your customer service and flexible change policy.

Star rating isn't applicable because I still appreciate SW fares but am EXTREMELY DISAPPOINTED with this situation! So they get ZERO starts for this situation only!