Complain about a product or service

Southwest Airlines

Michael of Oakville , CT July 27, 2009

My fiance' and I bought direct flight tickets to Vegas round trip through the Southwest Airline phone system for our first vacation together. I do not remember the name of the woman who i made accomodations with though. Everything was fine until we boarded the plane. we were not late to the airport, we were on time. We were not aware of your unassigned seating policy. Needless to say, my fiance and i sat seperately- i'm the passive one who can deal with inconsistencies, but Crystal, no way! She was miserable, which makes me feel similar and guilty for her experiencing what was supposed to be the start to our first wonderful vacation--AND what's the deal with no cash for a drink to calm the nerves!? We looked forward to that ending the busy week.

Now we're in Vegas. Yahoo!-almost a full week to enjoy. We decided to forget about the airplane ride and enjoy ourselves. We do not leave the airport until Thursday, July 2nd at 1pm, direct flight to Bradley Internationl Airport. Well well well...we check our bags for departure, and the lady asked for our id's and then followed it up by saying-"you know you were supposed to be here at 7AM right?" "WHAT?" i exclaimed in confusion.

I know for a fact that i requested the 1pm flight because there was no way my fiance would want to get up and be at the airport that early-i even snickered a little when the ticket saleswoman offered the choice. No No, i'll definately take the 1pm flight. i remember that! i do not know if they tape these conversations while booking flights, i certainly hope so for peace of mind and answers to this experience.

So now we are on standby for an indirect to connecticut, last flight of the day. Another couple of hours to wait now just wasting away, hoping that something causes two people on this flight to not make it. "ok, there is one open seat available at the moment, you are going to have to wait until everyone checks in to see what is available, says the lady at the desk at our gate. Hours to minutes going by so slowly.

we now are a minute left, all have boarded except this family of three. yes yes yes i'm thinkin while looking 1/8th of a mile down the hallway. I see no running family as their name was being paged for the third time. "looking good" says the lady at our gate, who has been reassuring and mentally stabilizing us through this ordeal. Our carry ons in hand and standing smiling, feeling so relieved, knowing that we will get back to connecticut in the same day. Wouldn't you know, THE FAMILY WAS ALREADY ON THE PLANE!

Some communication problem was the answer to that. Unbelievable! Now we are told there is no other flight out of Vegas till the next day, and that it will not be direct either. My girlfriend flipped out, i calmed her down before a scene broke out. Need i remind you, our bags were in route For connecticut. No clothes, no place to stay,no place to bathe, and with not to be spent-Also, we were dressed for connecticut weather for the ride back not for 100' degree weather.

Very Irritated, tired, hungry...what to do now? I wish i could remember the lady that was working the desk at our gate- she was trying to do everything she could to accomodate us. She assured us a flight out the next morning. She was so very helpful. She was on that next morning and stated that our flight home would be her first priority. We thanked her for all of her help as she gave us that discounted hotel stay ticket. Now, an extra 20 dollars for taxi ride back. We exchanged numbers with a couple that we had met at the hotel through the week.

Reluctantly, they allowed us to shower and sleep there for the night.I had to buy dinner in return respectably- another 100.00 out the window! Shorts and shirts for both of us because we were without clothes-80.00. Breakfast the next morning 10.00. Taxi ride back another 20.00 We did not sleep a wink because of our uncomfortability on the living room floor, and nervousness of any other problems involving our flight back. We both had to call out for our Friday shifts. Mike-Dietary MGR-24/hour x 8=192.00 Crystal-LPN- 24.50/hr x 8=196.00 all together,618.00 of just unnecessary monetary inconveniences- not to mention, our pick up had to be rearranged. that was not easy by no means.

To top it all off with a cherry, WE HAD TO SIT SEPERATELY AGAIN! Crystal-uncomfortly between two plus size staring gentleman that would stop asking her questions. Myself-window side next to husband and wife and crying infant. I have two of my own, but my tolerance was tried at that moment. We boarded again to our next and final flight to Hartford,CT. Again seated seperately because we can only walk to our gate on the other side of the airport due to my ankle injury, which made us board later than normal. We were both just so fed up, we did not speak about it anymore. This is a situation that my fiance' has been on my butt about for the last couple of weeks. i finally had the time at work to fill out this form. I apologize for all the negativity, but it is what we experienced. Thank you for your time.

Jiten of Houston, TX July 2, 2009

I travel frequently (mostly by Continental) and first I thought it is me only experiencing significant pain in my ear on a Southwest flight from Oakland to Houston. I inquired with fellow passengers and they complained the same. I thought it may be this flight only. Next day morning, there was blood in my throat mucus but I took it easy thinking of it as one time affair.

I experienced the same air pressure/ear pain issue on a Southwest flight from Houston to San Francisco after two months. In between, I flew using Continental & US Airways - No issue what so ever. My family flew from Houston to Los Angeles - all members of family HAD significant ear pains. My colleague flew from Oakland to San Diego on Southwest - Same issue..i inquired with him and he immediately said, his ears pained a lot. He said fellow passengers complained about the same. Our coach flew from Houston to Tempa - he & his wife were in pain when they landed because of ear problems experienced on Southwest flight. This all happened in last two (2) months.

It is not me...It is many people facing the same issue on Southwest flights. We fly on other airlines such as Continental and no issue. I thought about it and finally decided to write to FAA as it seems to be a cabin pressure/cabin seals related issue in most of Southwest planes. It is not only me..there seem to be many people. I decided not to fly Southwest at all. It doesn't seem to be good from in flight safety issues perspective.

Chwen of Denver, CO June 13, 2009

My Southwest 3139 flight scheduled from Salt Lake City to Denver at 6:10 p.m on July 11, 2009 was delayed by 4 hours. My friend, Eric Hsu, and I were registered as the 19th and 20th standby to another flight to Denver. S. Bird and his crew, Christy, sneakly repalced us with another pair of passengers. As soon as I detected it, I appraoched the counter. In front of S. Bird, Christy threatened me "If you..., you are NOT going to Denver today." When I demanded their names, S. Bird responded their service to Southwest Airline is on contract, so no name is for me. I was forced to sit back.

As a paid passenger, I was deprived of my customer's rights and then threaten by Southwest Airline employees. I missed my business meeting in Denver on June 11 and had to pay for all my party to stay in Denver for the next day meeting. I demand the Southwest Airline to investigate this incident and to enforce the legality and regualtion in the counter service at Gate B14 and 15 at SLC airport.

Kimberly of Temecula, CA June 22, 2009

I purchased airline tickets on Dec. 30 2008 for me and my family to fly from San Diego, CA to Orlando Fl departing on June 13 2008. In Feb. 2009 my husband lost his job, we were unable to leave for a week or spend any extra money considering we had no income. So I canceled our vacation, received a full refund from Disney World and was told by Southwest that I purchased non-refundable tickets,there is nothing on my confirmatition page saying non-refundable. All it says is to write a letter to there refund department to request a refund. So I did that, I received a letter saying that my curcumstances fall outsidse the parameters which they can consider an exception. So I decided to call there corporate office, it confuses me to how this is even legal, it's stealing in my opinion. So I get on the phone with a rep. and they than again tell me, there is nothing they can do. That if I don't use the credit by december 30,2009 I loose it. I asked how is that they think this is acceptable, I told her she was stealing money from me and it was wrong. I asked why is that they think this is o.k. what is the reason for taking consumers money in the fashion...Her response to me was "we need to make money too"

Michael of San Antonio, TX June 15, 2009

My wife and I flew SW from San Antonio to Providence, RI on May 16th. I might add that we reside in Mexico. Upon arrival her luggage was fine, my bag was soaked as if it had been immersed in water. Not damp or a little wet, but soaked. We arrived at night (Saturday) and I was advised to have my clothing dry cleaned. Try finding a dry cleaners open on Sunday in Rhode Island. We spread my clothes around the hotel room but Sunday morning everything was still damp. I noticed green stains on two articles of clothing, one a U Colorado sweatshirt, the other a Brooks Brothers dress shirt. Apparently dye from one of several books I had packed bled onto the clothing. My wife is a marine biologist and was busy with a conference in Newport.

I had an agenda that kept me busy from Cape Cod to Hartford, but managed to send the original damage report to SW, and a hand written letter noting the circumstances including our foreign residence and email addresses. I suggested that a hundred dollars would be acceptable for the damage to books and clothing. In return I received a form letter sent to our san Antonio address requesting that the damaged items be sent to the airlines. The cost of sending them from Mexico would be about 40 to 50 percent of the hundred dollar settlement I felt was acceptable, an amount that did not include time and inconvenience.

I am about to contact SW again, and am sending copies of my letter to the FAA, the congressional oversight committee, and a lawyer. I will initiate action in small claims court if necessary. I am quite disappointed and irritated with SW. The company was much better under the old management.

Sarina of Scottsdale , AZ June 1, 2009

05/21/2009 I took a direct flight from Orlando to Phoenix flight 1164 leaving at 4:00 however it was delayed until 4:55PM. I checked my bag at 1:30 PM at curb check-in. The man took my bag gave me my boarding pass I showed my drivers license and he printed the bag number and bar code sticker and stuck it to my bag. I made it but my bag did not. Turns out the person who checked my bad is not a Southwest airline employee?

They have people working at a counter labeled Southwest airline. They have access to our personal information via Southwest airline computer systems to print boarding passes and the check our ID's then take our luggage. Also the bar code sticker is just for show as Southwest does not scan your luggage so they can not tell me if it even made it on the plane. I am sure the person who checked my Tumi bag is the person who took my Tumi bag.

Southwest can not tell me who that person was? Why would they deceive their customers into believing we are dealing with their employees and that our luggage has the ability to be tracked or traced? I really think there is a ring of people in Orlando that know how Southwest does business and they are stealing bags that look expensive. I think this needs to be investigated.

My bag had my name and information on the outer tag as well as inside the bag. The plane that went down on the Hudson they got their luggage back why is this so impossible to know who checked in my bag and what happened to it after it was checked in? To this date they have not located my bag.

I have lost not just clothes but things with sentimental value. Items I was wearing when I got engaged to the man I have been with for 25 years. They tell me they will cover up to 3,300 the values of the items total are closer to 6,000 and not to mention the amount of time spent of having to call them everyday. They said they would call me and I only received 1 call from 05/29 to tell me to send in my paper work because if it's been 5 days I am not getting my bag back.

jewel of hopuston, TX May 27, 2009

I sat down on a flight from Las Vegas to Houston and then a very tall man that sat behind me. I could not recline my chair because his legs took up the entire space. That was not the issue. He then reclined and stuck his knee in my back I asked him not to put his knee into my back. He was either not able to keep his knee out of my back or was being a bully. The flight attendant was advised that I was not able to sit without this problem of his knee in my back. The flight was not a short flight or I would have tried.

What ensued after this request was some thing out of a high school. I was told by the flight attendant that I should tell the man not to put his knee in my back. I said that I had. She then said that if I did not like it that I should move. I agreed to move and sat in the back with two young men who moved to accomodate me. Then for no reason what so ever as I moved to make it comfortable for the front attendant trying to avoid conflict. The attendant in the back then takes it upon herself to tell other passengers that I was a trouble maker and refused to serve me water to take my medication with because my drink order was taken by the flight attendant in the front.

I then got up to go to the bathroom to get water. They said loudly out in the cabin while I was in the bathroom how they were going to notify the captain. My travel conpanion told me later. The whole time the flight attnedants were fawning over the man whose size had caused me to move offering him free drinks and refused me service until almost the end of the flight.At that time handed me a beverage can that had been dented on both top and bottom.

The one flight attendant kept hitting me on the shoulder and kicked my foot as she walked by in an effort to provoke an arguement.I remained calm and kept my eyes closed as to not make eyecontact. They were trying to get me to react angry.

Aaron of Saginaw, TX May 20, 2009

I got to the airport and flight was delayed. bouthgt a business flight due to business situation. Asked for a voucher for my accomadations for the flight and Jan said no vouchers when I know [they] give vouchers for the inconvience. I had missed my business appointment as well as my ride from the airport and had to take a cab so I lost out on alot of money due to this mishap.

Veronica of Smithfield, RI May 19, 2009

My husband and I flew from Rhode Island to Tampa Florida on May 7, 2009 on Southwest Airlines. We had no problems flying to Tampa, but our flight home on May 13, 2009 was horrible. There was a 2 hour delay due to the weather (which we obviously do not blame Southwest Airlines for) so we landed later than expected. Well when we boarded on the plane, about an hour later we realized that our stewardess was intoxicated. Intoxicated to the point she didn't charge anyone for their drinks. Yes that was nice not to pay for drinks, but what if there was an emergency? Are we suppost to wait for her to finish her nips before she tends to us?

Well we finally land and when we received our luggage it was drenched. Not just a little damp, but soaked where I could literally hand wring my clothes. Due to the delay, I had to proceed home as my ride was in a rush. So during the ride home I call Southwest Airlines to let them know about the stewardess and our luggage. After waiting for someone to answer for 20 minutes, I finally get connected to a representative. I then ask for a supervisor and wait another 10 minutes.

When I finally was able to speak to the supervisor she told me that there was nothing they could do since our luggage was not damaged, then after a few minutes she hung up on me. Not only was my clothes soaked, my souveneirs were damaged too!!!! I then emailed them and received a response the next day saying they will get back to me within 7-30 days. Ridiculous and I will NEVER fly with Southwest Airlines again. Also it has been almost a week and still no response back!

Sharon of Windsor, CA April 8, 2009

My son, his wife and their daughter flew to Colorado to visit her parents on Feb 26, 2009. The next day, Feb 27, my son went snowboarding and fell, breaking his neck. He was in the hospital 9 days--4 in intensive care. I and his father and sister all flew out to be there. We bought one day in advance, one-way tickets on United--online--that cost 109 each. Our daughter-in-laws mother had been dealing with Southwest in changing their return flights. She said they were very helpful in working with her as she changed their flight twice, charging her a small fee.

My husband and daughter flew home earlier than I did. It was decided I would stay until my son was released from the hospital so I could help them get on the flight and through the airport. This was because he was unable to lift anything, was in a neck brace, on medications and was in pain. His wife would have to manage the luggage as well as their 1 1/2 yr old little girl.

I wanted to purchase a one-way ticket home on the same flight as them. So, I phoned Southwest on March 6 asking to get on their flight. Even after telling them our medical emergency situation they quoted me the staggering price of 276.21!!! I was shocked! I knew that I could go on-line and purchase a ticket with Frontier for only 59. They said that was the best they could do. I said no thanks, as that was robbery, and purchased my one-way ticket for Frontier on-line the next day, March 7, for 59.

The only thing was that our flights were not at the same time. I would have to fly out 3 hours earlier and wait for them at SFO. Our daughter-in-laws parents were going to get them as close to their plane/gate as possible to help with the luggage and the baby. However, Sunday night, March 8 I became upset that Southwest was being so inhuman about this.I was willing to pay a REASONABLE price, not this highway robbery. It was like they had me between a rock and a hard spot, and instead of showing compassion they chose to be greedy.

I phoned them back asking to talk with a manager. I said they were showing a total lack of human compassion here. I said that at this point I thought they should put me on the flight for free! Realizing, of course, that that was an unrealistic request. However, I felt that maybe they would offer a reasonable fare and I would purchase that so I could help my son out. After talking with 3 different women, Lisa got back on the phone and said that her manager was prepared to offer me adiscounted ticket of 245!! How utterly insulting! No thanks!

I flew home on the Frontier flight and I have to say THEY were VERY accomodating. They offered to hold my luggage so I could hang out waiting for their arrival in the secure section of the airport to help them. As it turns out, their flight was delayed another 2 hours and I ended up waiting for them in San Francisco for 5 hours. Everyone involved in this terrible accident, from the ski patrol to the doctors to Frontier were wonderful. However, I will NEVER fly Southwest again if I can in any way help it. They were utterly cold.

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