Southwest Airlines
Reviews and Complaints

Hello, this is Joseph Albers. My 95-year-old grandma, Betty Albers, and I flew from Tampa, FL, to Denver, and then from Denver to Santa Ana where I live this past Saturday, the 11th of May. Four other members of my family flew from Tampa to Denver, where they live. Worrying about missing flight 1110 from Tampa to Denver, I had my dad check my bag under his name. Upon reaching Denver, I had to grab my bag from the baggage claim and then re-check it to Santa Ana, which required me to pass through security again. At the time, I did not add anything to the bag, and its weight stayed at 37.7 lbs., the same as when my dad initially checked it. The bag's weight was never flagged as an issue.

I re-checked the bag under my name for flight 3322 to SNA. My grandmother had two bags checked, both under 20 lbs., and I had just the one bag registered. When we arrived at the gate and attempted to board, my grandmother's boarding pass triggered a strange beep. It turned out there was a problem with our luggage, and we were asked to visit a kiosk. There, we were told we owed $125 for one of our bags.

I contested this, explaining there must be a mistake because my single bag and my grandmother's two bags were not overweight. The attendant made a call and was told one of our bags was overweight. I was baffled, explaining that I had just flown from Tampa to Denver with the same bag, and it wasn't flagged as overweight. Her response was that they must have missed it, and that the only way for us to board was to pay the $125 and seek reimbursement later.

Upon landing, I went directly to the baggage claim department and asked if they had a scale. Although they didn't, the attendant, familiar with handling bags, agreed that mine did not seem overweight. I weighed the bag immediately afterward and took a picture — it was still 37.7 lbs., not remotely close to 50.

This experience has been extremely frustrating and draining. At the very least, I need my money back, and I'm prepared to contest the payment with my bank if necessary. I've already made a reimbursement request for a delayed or canceled flight, as that was the only available option and I was told to explain what happened in the notes. Since there was no place to do it there, I'm doing it here. The case number is 9123****.

Southwest Airlines used to be the affordable, friendly airline. I regularly promoted them, often successfully converting family, friends, and colleagues to Southwest Airlines customers.

I am a celebrity Chef.

I fly incessantly. Our sons fly home often. What used to be a $49 or $69 flight, suddenly became $550 - $650. Southwest Airlines used to lead the industry.

They used to care about Americans. Now, they've joined the ranks of companies determined to screw hard-working Americans.

I am appalled that despite calling them out publicly in response to a recent LinkedIn ad, not one response from SW.

Integrity matters. Greed has thick fangs, and when it catches you, the bite will kill.

Southwest Airlines, bring back the passion for excellence and caring about Americans the way Herb Kelleher and the old board did.

Brand the heart Southwest Airlines used to care about on your conscience if any of you have one anymore.

I am one of thousands of angry, frustrated, and deeply disappointed customers.

You helped me decide to start a new show where I expose and call out brands/companies that are choosing to hurt Americans with greed and total failure to care for customer retention.

You are the first of many. By the way, my network encompasses America (US and Canada), Mexico, Australia, New Zealand, Japan, Hong Kong, Singapore, most of Europe and a few countries in South America.

I'm a peaceable man, but when people are being bullied, I do insert myself into the situation to protect and defend.

Bryan-David Scott