No Orleans , 01/07/2022

Flight Delays and Rebookings

My family and I were scheduled to fly out of Baltimore on Wednesday January 5, 2022 at 2:20pm heading to New Orleans to attend an event on Thursday at 7pm. My flight was initially rebooked to Thursday, January 6 at 8:30am with a different connection city. That flight was then delayed until 9:45am, then rebooked to a different 8:30am flight with a new connection that had me arrive in New Orleans by way of Austin, TX at 5:00pm. Upon arriving in Austin i was greeted with two more texts delaying the flight out of Austin by an additional 2 hours with a new arrival time of 7:06pm. The flight was then delayed further to 6pm and subsequently 7:30pm arriving in New Orleans at 9:15pm. I had to scramble a book my family on a different airline at additional cost to arrive in New Orleans on time.

I initially spoke to an agent who attempted to tell me that there were weather issues in Baltimore (which there were not) and other cities which caused delays throughout the system and there was nothing he could do. After two more delays i called back and waited in queue for over 30 minutes and did not speak with anyone. What was supposed to be a two day trip for my family will end up being a trip of less than 24 hours if i cannot manage to change the return flight.

Developer Response ,

Our apologies for the travel challenges you encountered. Our Customer Relations team would Ike to know more so we can research this situation. When you have a moment could you please Email Us your flight details and circumstances of your trip cancellation. That way one of our Cohearts can see if there is anything else we may be able do for you. Look for the Email Us option under Contact Us in menu in the app. Or you can go here https://support.southwest.com/email-us/s/

My apologies again for this trip. We do hope we can make it up to you on your next Southwest flight.

With LUV,
Mark

DaisyG7 , 05/04/2023

Southwest my Goto Airline

Southwest is my Goto Airline! Southwest (SW) has been my Goto airlines for the past 14 years since my oldest daughter starting traveling for Debate competitions and my other children followed. SW’s customer service has always been on point, helpful, and quick service-faster than most. They are a passenger friendly service with luggage + carryon, airfare + exchanges! They still put the passenger/customer needs a part of the equation when you are PLANNING a trip! Keyword here “planning.” Most of us don’t always know what outcomes of our trips may be. Take a college student athlete graduating.. that student could have a date for you, so you purchase the tickets in advance in order to get the best pricing. Four weeks later the college changes the date of graduation, and you are left with only 2-3 wks before the new graduation date, having to change all your plans! SW, has always helped us with unexpected changes w/o penalizing with outrageous fees for things we couldn’t prevent or needed to change.
Thanks Southwest for being our No.1, Goto Airline Service. I am grateful for all your service. I am grateful you service the needs of your customers where possible and being there to help.
Denise

Miata Hill , 12/26/2023

Southwest Airline Customer Service

The service I experienced in the last 48-72 hours has been horrific. My daughter is a chronic asthma patient and her rescue pump is in our luggage. Our flights were canceled Christmas Eve in Chicago. I requested our luggage and made all management and staff aware of my daughters medical condition. We waited for 12 hours and was told come back Christmas Day. We had to stay at a hotel and Uber back and forth. I went to the airport 4 times on Christmas Day and was told to pick my luggage up Tuesday morning. Well Tuesday morning I’m being told my bags are in New York and they can fly them back but can’t guarantee when they will arrive because my baggage weight size. I asked to be flown to get my bags because my daughter has not had her lump since Christmas Eve at 6am. I was told it’s the weather fault and I will not be able to receive a travel voucher or anything I would be fully responsible to fly myself to retrieve my luggage. I had to book with multiple airlines just to possible retrieve my items. I have spoke to over 30 Southwest employees all told me something different and never offered any real solution. I’m a single parent and taking my daughter to New York for Christmas is something I saved for over the last few months. To having to exhaust our resources to attempt to retrieve her medication and Christmas gifts which are in our luggage. I haven’t even received a simple apology. Please do not check your luggage if you must fly southwest.