Complain about a product or service

Southwest Airlines

Rhonda of Rosamond, CA April 7, 2009

Southwest airlines uses a cattle-call boarding system that can lead to angry, fighting customers in the airport. This is what happened to me and my daughter as we waited at LAX to board a southwest flight to las vegas. Obviously, people do not understand why they have a letter/number on their ticket. And southwest does not explain this system to the customers.

While waiting in line, a large group of people with B-55 on their tickets decided to walk to the front of the line (A's were boarding) where one member of their party was waiting. After five people had joined him in the group, they motioned for more members to come forward. As we had B-20 tickets and were standing in the correct area, I kindly asked this group to notice their line number and stand in the appropriate place. This led to one member of the group yelling and screaming at me with foul language. The airline employees did nothing to prevent/help this situation. Several people standing around me were shocked that Southwest did nothing to stop this situation.

After 4 flights with Southwest on this trip, I have made the decision to never fly with them again. Their line numbering system is a joke! It only leads to anger and frustration. I really do not need to be the line police but if Southwest can't enforce their policies, who will? Not me - I'm choosing airlines that book seats from now on. No more cattle calls for me!

Ofelia of Burbank, CA March 24, 2009

Briefly: The pilot of our flight was informed of the horrendous weather conditions and therefore was fully aware of the situation, but when we landed - I asked why we still flew, he responded by saying that he was required to. Our flight was extremely agonizing; the plane was like a horrific roller-coaster, which plummeted down and abruptly leaped up. This was on-going for the entire flight. People screamed and everyone panicked profusely. All the passengers and the crews' lives were at stake and placed under grave danger.

I am still traumatized by the whole ordeal and this just happened yesterday, March 22, 2009, flight 259 at 1035 hours. Why do such things happen and how come no one seems to be drastically concerned? DO WE ALL HAVE TO WAIT UNTIL SOMEONE DIES? How come our safety is not the number one priority? This flight could have been canceled for the safety of everyone. Someone needs to investigate this matter and take proper and immediate steps to rectify such situations. This should not happen...ever!

Physical and mental trauma.

Wayne of Parkville, MD March 24, 2009

Frustration and difficulty in reconciling a damage bag claim with the SW Seattle Airport office.

Bag is missing TSA lock along with the zipper attached to lock.

Wayne of Parkville, MD March 24, 2009

Frustration and difficulty in reconciling a damage bag claim with the SW Seattle Airport office.

Bag is missing TSA lock along with the zipper attached to lock.

Ed of Newington, CT March 17, 2009

My companion and I booked a flight to albuquerque new mexico last year. (We were using a 100 gift card for part of the cost.) Since one of us became ill, we had to cancel our flight. SW was very helpful and said we would receive full credit if we booked a flight by april 09. However,we recently tried to book a flight for April 13,2009 and ran into a problem. When I first called, I was told that if the flight was not booked by april 9, we would be penalized 50, but that we would receive a 50 credit.

When I called again, I was told that if we did not book a flight by April 3, we would be penalized but that we could receive the 50 credit. I asked to speak to a supervisor and was promised a call back that day. When I did not receive a call back, I called again and when I talked to a supervisor I was told that I could not get a credit until after April 3 and that I had to wait until after that date to contact them and them it would take another 10 days to receive a voucher so that NOW we will not receive anything for our upcoming april 13th trip.

It seems that SW is abandoning good customer service these days and since that airline always had a exemplary reputation, we are, like others with legitimate complaints, suffering extreme frustration and, unfortunately, will alert others to some of these shady deals made by this airline.

We are now unable to use our gift card toward the cost of a flight to New Mexico. Since we are senior citizens, this creates a hardship both emotionally and financially. We wanted to alert others to SW's shoddy customer service!

Jean of Haverhill, MA March 9, 2009

Don't book any travel plans such as car rentals or hotels with Southwest on their web site. I booked a hotel and then had to change my plane trip for a few dayS LATER which SW was able to do for me; however, the hotel I had booked on the SW website refused to refund my money for the hotel room and took 100% as penalty and SW kept saying call the hotel and the hotel kept saying call SW and they even threw in ORBITs but the website where I booked was clearly the SW website. I know they want to start service in Boston soon; DON'T book any cars or hotels through SW as they have a no-refund policy and you can't even trace down who has your money and is keeping it.

I have lost the 600 that was charged to my credit card for the Embassy Suites Hotel as it was non-refundable .. small print that I never saw on the web site. I had to cancel my flight as I had no hotel at that point.

Lavonda Atkinson-Blackburn of San Jose, CA March 2, 2009

I was boarding the above-referenced airline & flight on 2/28/09 in Las Vegas. I approached the southwest airlines representative with concerns that our boarding passes did not print in consecutive order. We were separated by about 45 passengers and could not understand why. The representative at the gate said, I don't know why but you can't board until your group is boarding, he can. step aside. I stepped aside so others could board, told my fiance to board without me, and expressed to the representative again my question. He then replied, Now you can't board MY plane. Security to gate C21.

The Las Vegas Police working at the airport arrived within minutes and threatened to arrest me for trespassing and intoxication. They didn't know I had just arrived from Texas and had been sleeping for an hour waiting to board, they assumed I had been there in Vegas drinking - obviously their default excuse to arrest people rather than to protect and serve. I expressed my complaint to their supervisor and have written a letter of complaint to the VP of customer relations for Southwest Airlines. I am writing to state that security and police working the airports should be trained to recognize and respond to security issues, not be used to subvert providing customer service!

The TSA should fine airlines who call for security for non-security related issues, otherwise such abuse will continue to happen. Airlines avoiding customer service won't police themselves. If the TSA takes the role of security seriously, this should be considered similar to filing a false police report. I spoke to the supervisor of the police who responded and he agreed that I did not seem to be a security risk and no, they could not arrest me for trespassing or anything else. I was there, with a boarding pass to the second leg of a flight from Texas to California. My cell phone service provider can not call the police when I disagree with their answer to my concerns. Airlines should not be allowed to abuse airport police, TSA or the department of homeland security simply by virtue of being located in an airport.

I spent 200 on a hotel room. There weren't many choices available. It was the weekend of NASCAR races in Vegas. I spent 40+ round-trip on a cab from the airport to the hotel and back again the next morning. What a waste! I had been in Texas for my sons graduation from Basic Training. I could've spent more time with him on Saturday and left Sunday rather than leaving him at 1pm if I wasn't going to get home anyway!

Laura of Albuquerque, NM February 22, 2009

Our brand new 300 double stroller was checked in for travel. It arrived in Tampa with a broken handle- on the return flight back to ABQ-the handle was broken completely off. SW claims refused to take my damage claim or a complaint that they wouldnt even try to resolove the situation

Handle arrived in ABQ-handle is broken off- I cannot correctly steer the 50 lb stroller correctly

Jane of Chevy Chase, MD February 13, 2009

Southwest needs to expand their IT services. Most airlines allow you to check-in numerous ways- Southwest only allows for 1 patient identifier (last 4 of the credit card number). Please recognize parents book flights for their children. And children will not have access to the credit card numbers or confirmation numbers- so having a name and flight number or destination should suffice for checking in for a flight on-line. The airline should look into providing this service, they have lost a loyal customer. In addition they do not have a way to email complaints. IT is definitely lacking.

Lucinda of Grayville, IL February 11, 2009

Two other teachers and myself were scheduled to attend a conference in San Antonio, TX, from 11/19/08 - 11/23/08. Another teacher purchased the airline reservations for us, using her credit card. We had no idea of the airline policies, she just indicated she received the cheapest rate she could find and we had to reimburse her for each of our tickets. I was unable to attend the conference and requested a refund of the amount (316) since I did not fly.

I was informed by A. Luppy and A. Whaley that I could not have a refund because the person that ordered the tickets had purchased them under cannot cancel terms of sale. I was unaware that this had taken place. All I knew was that someone had ordered my airline ticket and I had to reimburse that individual. I was not told of any conditions limiting the ticket in any way. I was told that I could use the ticket or exchange it or give it away to someone else up until July 2009 when it expires.

I am not going to fly anywhere and I do not know of anyone that is flying any time soon. The conference was a one-time event paid for by the school district and will not happen again. My co-worker believed she was doing all a favor by purchasing the tickets and then we reimburse her. I feel that I am being held hostage by terms of sale I knew nothing about. Another teacher had put the hotel reservations on her credit card, but I was able to cancel those without losing any money.

I am a first year teacher and do not make a lot of money. I have children in college, one in high school and student loans to pay. My income does not go very far. I would like a refund of the 316 I was charged and forced to pay. Mr. Whaley states, We look forward to seeing [me] onboard in the near future. This is his closing statement on all correspondence regarding this matter. I have contacted the Better Business Bureau and the State Attorney General Consumer Fraud divisions, all to no avail. I am being told, There is nothing we can do. I also cannot file a complaint with the credit card company because my credit card was not used in the transaction.

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