Complain about a product or service

Southwest Airlines

Karen of Munster IN (06/22/08)
I recently went with a group of 6 to Las Vegas from Chicago, flight 2366 on May 21, 2008. My 10 year old daughter was among us. It was her first flight. Her boarding pass was A, but the rest of us were 50+ B. I asked how we could work this out, and the ground attendant said my daughter could board first, and if there were room we would sit together. Naturally she was hesistant to board her first plane alone and sit somewhere, waiting for us, so she just waited in line with us.

When we entered the vestibule, I asked 2 attendants, Lynda and Karen, if they could help. Possibly they could ask if there are any single riders that would be willing to take a different seat so my daughter and I could ride together. Not all 6 of us, just the two of us. Lynda looked at me and said, You're pretty much out of luck. Wouldn't even TRY to help. So we went to the back, which was full, and started to make our way to the front. Then Lynda and Karen started saying If EVERYONE would just take a seat, we could get going... They encouraged the other passengers to chastize us by saying Just sit somewhere!

My daughter was visibly upset, but no one cared....So much for the customer service. They wouldnt use the intercom to help, but Lynda sure used it to make her singing talents known. I dont think I need to mention that Karen stored a small bag and 4 breakfasts (which cost us nearly $22 at the airport) that I thought we could have during the flight. When I asked if I could have the bag, she pulled it out of the overhead, and someones hardback book fell and hit me on the head. No apology, nothing. It was an inconvenience to assist the troublesome passenger?

At the end of the flight, I was trying to get the food, only to be told to hurry up, there ARE other people behind you, you know. Im not very tall, and it was difficult to reach so I just left it there. I'll pay extra if need be for Delta, American, NWA.

Stacey of Chandler AZ (05/20/08)
I would like to follow up on your Southwest Airline show. I actually had the worst experience of my life on a return flight from Portland to Phoenix on Monday the 19th. Being a former flight attendant myself, I have never been treated so rudely and to top it off, I was greeted by the Phoenix Police department upon my arrival. In addition to the horrible experience with the flight attendants, apparently one of the police officers informed me that he was retiring that day and that he didnt give a --- about me! After saying that he shoved me to the ground while one of the other police officers took pictures! After they had their fun, I was released. Something needs to be done. I would like to get into more detail but I am still very, very upset and distraught.

My back from being shoved to the ground is terribly sore and I was not able to work today from the physical and emotional pain.

Nicole of Lansing MI (05/01/08)
I am writing in regards to a recent encounter I was unfortunate to have with Southwest Airlines this past Sunday, April 27th. My family and I were returning from a family trip to Phoenix, AZ for my best friends wedding in which I was the Maid of Honor, my daughter, a flower girl. Traveling together was myself, my three year old daughter, my ten month old daughter, their father (Fulu), and my adult sister. We had taken Southwest flight 3315 departing April 24th to our destination from Detroit Metro Airport. We had one stop in Chicago and the flight crew changed at that point. For the entirety of both flights (taxi, take off, and landing included) en route to Phoenix, I was holding Adora (recorded by Southwest as a lap baby?) in her soft sided infant carrier, by the brand name of Ergo so that I could keep her what I believed to be, the safest in case of turbulence or her squirming. My daughter Sienna, was in her own seat and she was seated and buckled at all times. Our return trip to Detroit brought some very unexpected problems.

We were on Southwest Flight 2474 departing from Phoenix. As the plane began to taxi to the runway, a male flight attendant approached our seats in passing and quickly remarked you need to take her out of that? as he was doing overheard compartment checks. I was a bit confused as to what he was referring to as the statement caught me completely off guard. A few moments later, the same attendant returned and said very rudely, Are you going to take her out and I replied hesitantly, No, I dont really feel comfortable trying to hold her during take off?. He then said that due to some incident in 1988 where a baby was strangled, they were not allowed to be used.

I told him I had used the same carrier on the Southwest flight I had taken just days before and that several flight attendants were even crowded around me and my daughter remarking how cute she was, while she was in the carrier, and that those Southwest employees had not advised me of this. His response was a snappy, they were wrong!? He then ABRUPTLY said, Then we have to return to the gate.? And walked away in the direction of the cabin. I looked for someone who could explain to us what was going on. Another flight attendant (female) came over to our seats and said that the baby carrier I was wearing was not allowed during taxi, take off or landing. I asked her to see the FAA regulations stating this (as I was concerned with the conflicting information I was receiving from various Southwest employees.) The first gentlemen then returned to notify us that they were indeed, turning the plane around to let us off at the gate. The second attendant then finally brought me a copy of the FAA guidelines, and I read a sentence that vaguely stated that a baby cannot be strapped to a person or seat using any sort of devise during taxi, take off or landing.

At this point, still worried about the safety of my daughter but wanting to comply with the rules I had just been informed of, I took my daughter out of her carrier and prepared to hold her in my arms alone. At this point, a third flight attendant (male) approached us and advised us to follow him off of the plane. We advised him that upon reading the guidelines we had asked to see, we were willing to comply with the FAA guidelines but we were concerned as to why this policy which had supposedly been in effect since 1988 had not been relayed to us nor enforced on our flight days prior. We also asked why they were still attempting to force us off of our flight, when we were agreeing to take our baby out of the carrier. This flight attendant replied that they didnt trust that we wouldnt put her right back in it as soon as the flight returned to its course.

We then PROMISED that we would not use the carrier and relayed that we would just like to continue our flight home. This second gentleman listened to what we had to say, told us he would relay the information that we would no longer use the carrier to the crew/cabin and proceeded back to the cabin area. He returned quickly to report to us that the flight attendant (singular) is not comfortable with you remaining on the flight. We both looked at each other in utter disbelief. In the meantime, select passengers within direct earshot were making remarks such as, who are they to tell her how to hold her baby? We questioned WHY we were being thrown off the flight if all we had done was asked to be shown the guidelines which we were not made aware of, nor were enforced on the first Southwest flight we had just taken- and if we were willing to comply with the rules now that we were educated on them- what was the reason for forcing us to get off the plane?

This third flight attendant seemed to be a mere messenger and the initial attendant who reprimanded us never returned to speak to us again. However, the messenger made it quite clear that it was the initial flight attendant who wanted us off the plane. At this point, we said we would not like to deplane, as it was absolutely unbelievable what was happening. We had done nothing wrong and yet we were being denied passage home on flights we had paid for, just because a disgruntled Southwest Employee felt the need to exert some form of power over a family traveling peacefully with small children. The third attendant then relayed that if we were choosing not to get off the plane, he would call security. At that point, I was so disgusted by what was happening that I said aloud that we should just get off the plane. My children were beginning to pick up on the stress of the situation and I didnt want anything more to do with this horrible company anymore.

Fulu relayed to the attendant that we would be contacting a lawyer and that this was not right, nor was this the end of the situation. We then began to get our things, and another passenger came up to me and said, If I were you, Id sit right back down, I would stay on the plane. Exasperated, I then responded to her quietly that maybe I might as well start breastfeeding my daughter. After being escorted off the plane, we were corralled to the Southwest Service Counter at the gate. There was a confused employee looking at us who advised she had not been informed as to what was going on and I said calmly that I did not care to discuss it with her. A woman identified by this employee at the counter as a supervisor came over to the counter and without addressing us personally, responded to the employee at the counters inquiry as to whether we were going to be refunded, that we were not going to be refunded because we had been pulled.

I heard this, but had decided not to say another word to anyone working for Southwest as I had already witnessed firsthand the incredulous way they treat people. I just stood silently as the woman typed on the computer and didnt so much as look me in the eye. There were law officers gathering about 20 feet from us, complete with a drug sniffing dog, but they only spoke with Southwest Employees, the third male attendant who escorted us off the plane, and eventually the woman supervisor. They never approached us, never got our side of the story, and never took any action as, I am presuming- they realized this was hardly a situation with warranted law enforcement. We were advised that we would NOT be getting our luggage back as they would not take it on the plane, and it would go on to Detroit without us. After speaking to the law officers, the supervisor apparently had a change of heart as she did indeed process the refund which Fulu requested. We were then told that there were no more Southwest flights going to Detroit that day.

So here we were, with two young children, in an airport across the country from our home, with no luggage and no carseats (which had been checked as luggage). We walked to a different area of the Airport at this time to call my friend who lived in Mesa, AZ to advise of the situation, and only at that point did I begin to cry. My friends mother in law is a travel agent, and she advised that while the situation was absolutely insane, the main thing was to secure that we would be able to get home safe, and not be stranded, with our small children, in the Airport or across the country. After her advising, we request to speak with a Customer Relations person and Fulu made headway with him, and was able to have him arrange a flight home for us the following morning. He never apologized, but he did agree that it should not have come to this.

Overall, I am astounded and still in a bit of shock over what transposed three days ago. There was absolutely no reason to remove my family from our flight. I feel that after the fact, the attendant had some sort of vendetta due to me questioning the accuracy of his flippant remarks. After we were advised of the FAA regulations, we made it clear that we had every intention to comply with them. We were removed from the plane after the fact, for no reason we can see other than discrimination.

There are several things I am hoping to accomplish by writing this letter. For one, I am hoping to obtain an apology from Southwest Airlines. Secondly, I am seeking to educate other innocent mothers and children who will have to travel by air anytime soon. Thirdly, I would like the record to be straight, and for the detailed FAA guidelines in regards to lap babies be very publicly advertised AND enforced so that another mother does not have to endure this horrific situation. I have myriad friends who have used the exact same baby carrier as what they assumed a safe way to travel with a lap baby, (myself included on our trip to Phoenix) and they had NO clue that they were not permitted due to purported safety hazards. Please help me in this matter, for the sake of mothers and babies everywhere.

Jessica of Clermont FL (12/27/07)
My husband and I traveled from birmingham,Alabama to Orlando,FL with my 2-year old son....they managed to lose my luggage even though we arrived early and it was only an hour flight!! Its been over a week now and they have completely lost it...so I'm currently dealing with baggage claim headquarters Heres to the next 30 days of running around.....

all my sons christmas toys lost, my clothes,make up,everything that I use on a day to day basis...its really heartbreaking....I can't afford to go back and re-purchase all these items.

Vickie of Midland ,TX (12/04/07)
On arrival home from a vacation one of my bags had the zipper broken. This bag had only been used once before. A representative said to figure out if anything was missing and report it within 30 days.

One day later, after unpacking all 10 of my bags (large family), we discover 1 pair of jeans (2 weeks old) and a brand new jacket missing. So I called and am told that there is nothing they can do because I needed to report it within 4 hours.   It took me more than that to go through everything!

Chad of Pinckney MI (10/05/07)
I was flying for a once a year event for my band. With all my promotional items and camera and 1500.00 pair of Cowboy boots. They lost it, had no idea where it was and now I am dealing with their head office. The thing that really gets me is that they aren't going to cover my camera. Because I didn't inform them that it was in the bag. Excuse me, but shouldn't it be clear on all of your stuff you get and on their website AND at the check in station that they won't cover it if it's in a checked bag? They could avoid so many people getting shafted if they would just make that plain. But they don't, and then they act like it's your fault.

Pat of Ellerbe NC (06/09/07)
they lost my luggage and are refusing to pay for it because they say that I marked a box that said that I had not lost luggage before. They need to pay for my luggage and stop giving me the run around. I had lost luggage and was paid a claim by north west airlines but north west found my luggage after they paid me therefore I did not lose the luggage before, but they insist that I am lying.

I lost all the gifts that I had bought for my godchild and I had a terrible vacation with no clothes. I had to purchase a new wardrobe from various different clothing closets. My clothes were of very good quality but I am not able to afford them twice. Not to mention the mental stress that it has caused me. I have heart failure, diabetes, and high blood pressure

Brian of Round Rock TX (05/27/07)
I was flying from Dallas to Austin TX Flight 747 05/24/2007 when I recieved my baggage it was so full of water that everything inside the bag was drenched. The lady at the Austin lugage service told me I should buy a hardcase lugage set. When calling Southwest airlines to find out what could be done. I was basically told not there problem. The quote the lady told me was that we all get wet when it is raining. Granted this is true but, my items were so wet it was like they pulled it out of a lake.

The customer service within this organization is less than concerned with their customers.

There is nothing being done with the issue from Southwest end of this. I am out a Several hundred dollars in damaged shoes, belts, clothing and dry cleaning bills.

Jorune of Citrus Heights CA (04/11/07)
In spite of the fact that I showed up 1.5 hours before my flight and checked one small bag curbside at Midway Airport onto a DIRECT four hour flight to Sacramento, Ca., my bag never showed up. It is mid afternoon of the next day and it still has not arrived. I find it inexcusable that a bag cannot be put on a plane with a one and a half hour leeway - and the plane was even early arriving at the Chicago airport gate so the excuse of a late arriving airplane will not work.

With all the security changes and more people checking bags, the airlines should show more concern - baggage agents at the destination city were unocncerned - it was an oh well attitude.

Scott  of Springfield IL (04/08/07)

Lost bags! They lost two bags and have no record of them in the system.

Katherine of Kings Park NY (04/05/07)
Elderly parent flagged for cognitive impairement and whelled to gate. Never made it to destination.Told headcount done and they left her on the plane w/o transferringher. Called when she was told to get off and she said she was in the wrong city. Customer service said Oh well.... call tomorrow during normal business hrs.Nothing we can do. She was left in a baggage claim for hours and hours. I am not mad I am disappointed with this company because if their headcount isnt taken seriously -when is the next person sliping byu their staff to do do god knows what ... Serious security issue. Did I mention my parent was issued both boarding passes for the two legs of trip and they failed to notice she was missing onthe second half? Disappointed and disgusted traveler

Family had to drive almost 400 miles to retrieve a tired, dehydrated woman from baggage claim at 3 am! With no offer of any compensation for gas, food or travel time.

Tyler of Salt Lake City UT (10/15/06)
I was unjustly forced to check my fragile souvineer that I, being 14 years of age had sworked incredibly hard to save for. This ruined my potentially fun vacation for me. I will never in the rest of my life fly with this pathetic airline again, even if it means not flying. I will encourage everyone and anyone I know to do thew same. Southwest airlines should force thier unintelligent baggage crew to reevaluate their system and learn to use common sense in moving peoples property.

My $9.75 chinatown authentic model sword was mutilated, being snapped in half numerous times. this caused me emotional damage.

Ralph of Albany OR (09/05/06)
My airline ticket was printed with my nickname Rolf instead of my legal name Ralph because my wife ordered our tickets and used my nickname. I asked an agent by phone a week in advance to make a change when I finally noticed it, and she said she fixed it. It wasn't fixed when I printed my Eticket. I asked an agent at the counter at Southwest Airlines at the Reno Airport to fix it, showed her my driver's license with my legal name Ralph, and my business card with my business name Rolf, and I soon learned that she tagged me for special security risk and I was scanned and questioned, sent through extra security, and all my bagged, checked and carry on, was gone through thoroughly, tagged, checked for explosives, run for chemicals, etc.

I was treated like a criminal. So some stupid agent at Southwest Airlines created for me long delays and personal humiation because some other agent failed to fix my name after I called a week in advance to fix the problem of the nickname and she said it was fixed, but obviously it wasn't due to the incompetence of airline employees who can't get it right and don't know what's happening and they should both be fired for stupidity and utter incompetence.

I was searched, delayed, and treated like a criminal by security after Southwest Airlines employees messed up their responsibilities.

Roy of Williamsville NY (07/18/06)
Luggage and the contents were left on luggage carts in an open area next to the aircraft in a driving rain storm. The eigth pieces of luggage and all contents were soaked.

HAZMAT crews arrived in the baggage claim area arrived fearing the leaking baggage was hazardous spilled material. The liquid was just water.

Recently purchased items were damaged beyond repair. Memrobilia was damage and lost forever. We retained receipts in most cases. All clothing was soaked. Some clothing is stained beyond repair.

Stacey of Chenoa IL (05/05/06)
I am actually sending a complaint for a friend of mine. He flies multiple times a week mostly through Southwest.The Flight itself is usually good, but lately their customer relation is horrible. I have a problem with the way they dont stick to their polocies.

They have a 2 carryon limit, but people abuse it all the time and the ones who end up suffering the consequences get treated unfairly. The last flight he took, he boarded close to last, he had a gift for his nephew, a gas a remote control car that cost upwards of 400 dollars. It fit right under the seat, but because proir passengers took 3-4 bags each they made him check it. No big deal, but they had no tag to let them know it was fragile and it got damaged.

When he picked his bags up it was crushed, they didnt do anything about it and I think it is bad customer relations. They should apply the rules to everyone to make it fair.Needless to say I doubt he will fly them again. They are so big they dont care about one customer, even if he spends thousands a month.

His company regularly uses Southwest to fly it employees to different customers because of the low pricing.You know what surprised me the most of this whole thing, the gar my friend had is nitrus powered, he tested it to make sure it worked and then emptied the gas out, but they allowed him to take it through the first tme on the plane. Wouldnt that be considered an explosive possibilty?Maybe I am wrong, just a thought!!

The car is so srushed it cant be fixed, we had to purchase a new one, so far nothing from Southwest appologizing for this or anything of the sort

Rick of Silver Spring MD (04/07/06)
This is a complaint that is probably long overdue. SW has an 'open seating' policy which is not that bad, but what it forces people to do in the waiting area is problematic.

On at least two instances, one involving me, arguments broke out as to who was ahead of whom, whether or not a bag holds a place in line or not, whether seats are part of the line and its becoming comical but a some point there's going to be a real serious fist fight over this. The open seating policy is illusory; its just a way SW has devised to pack their flight.

What I suggest is that SW publish some 'rules of the line' or monitor whats going on in their waiting areas. A simple sign would go a long way to avoiding these unpleasant situations and would increase passenger satisfaction. Something like Stay with your bag while in line or DO NOT LINE JUMP or NO BUTTING IN LINE or BE COURTEOUS, ASK IF YOU ARE NOT SURE IF SOMEONE IS AHEAD OF YOU ASK! signs along those lines would at least give people some guidance in the waiting area and discourage the people making up their own rules.

SW has good potential with its air service if it just starts caring a little more about passengers before they board.

MadMax of Baltimore (9/10/03):
Thought you should know as this affects the reputation of your great airline and should be corrected. I flew on a flight with Southwest out of BWI September 9, 2003. Southwest must not care about the air quality as if you look at where the air comes out over each seat, there is black mold on the ball part of the unit. This is on all of them.

I suspect it will also be in the air hoses also, hence people developing severe respatory symptoms.

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