Southwest Airlines

Prior to arriving at the airport, I was alerted my flight had been delayed. After waiting at the airport, I was given no updates or apologies. After boarding the delayed flight, I had the privilege of sitting for another 40 minutes on a plane with no updates. Not only was this a horrible approach to the situation but it was extremely inconvient for myself and many other individuals. I have flow southwest extremely often and I am appalled and disappointed for the first time. I will greatly reconsider flying southwest the next time I decide to fly.

Booked the 3 hrs and 50 minutes flight from Kansas City (MCI) to Portland (PDX) on Tue. October 17th at the "Anytime" rate of $1200 dollars in an effort to make sure I got a "Good seat" in either an exit row or first row. Keep in mind I have the highest status SWA gives with a companion who flies free (never use it and she wasn't on this flight with me either) so I typically board in group A16 - A30. I boarded this flight as an A1 thinking I would be guaranteed a "good seat" well not so fast my friends. Don't waiste your money on the higher priced tickets as SWA allows anyone who claims they have a disability to board before you to sit in the first row and in this case sit in an exit row. There were some "threw customers" who were also sitting there. So when I emailed (while on that flight) they responded back with a $100 LUV voucher. Keep in mind I paid an extra $600 at the time for a "Good Seat". DON'T WAIST YOUR MONEY.

We left Vegas at 8:05 and landed for a medical emergency in New Mexico, they knew in Baltimore that a bunch of us had a flight at 5:05 in Baltimore to catch, they kept telling us over and over including the pilot thatwould make it they would hold it for a second, after we hit the ground and after I contacted everyone that's waiting for my arrival I immediately left the plane and headed to gate A-9 tat we were supposed to, I got to the gate at 5:00 not even the original departure time and it was GONE, dont tell all of us for an hour that it's ok and they are waiting etc, the communication between your company's employees is unacceptable in most company's

To whom it may concern:

My partner & I we're set to board the 2:50p southwest flight from Newark Int'l to Ft. Lauderdale.

We arrived at the gate at 2:41p and were denied access on the plane. We were told an announcement was made to begin boarding and that our names were called however neither of us heard any announcement made, the muffled sound system doesn't help, but we heard no such announcement despite being about 20 feet from the boarding area.

Our checked luggage was onboard and will be arriving in Ft Lauderdale with no one to claim it.

Not only did we hear no such announcement, but the plane sat at the gate for an additional 15-20 minutes - all which could have been utilized to board the plane.

I understand the airline regulations and appreciate the procedures in place to ensure the safety of everyone onboard. It was the service in which we received that was truly appalling. When we asked for our original boarding passes back they were, according to the woman at Southwest Terminal A15 (at roughly 250/3p), suddenly MIA. She said they may have been thrown out. She would not look her garbage bin so I offered to do so myself. I was told no. I have the recording of that request.

The woman behind the counter would not disclose her name, however, we asked for her supervisor whose name is Amirah L Onque.

I'll need the contact information of whomever manages the baggage claims at Ft Lauderdale so we can retrieve our belongings when we ge there.

Thank you for your time in reading this complaint, please call me with updates as soon as they're available.

Kristin Seigeldorf
[protected]

To whom this may concern i am active duty Army, and i was departing fort bliss from El paso Airport to return home with my family, first off the flight was 30 minutes late 2nd upon attempting to board early as stated through southwest airlines regulations for active duty personal; i was denied boarding even after the lady saw my military ID, i went to address this to attendant and she stated that the regulation only applied to military in uniform, i flew a few days before from Dallas love field and did not have that issue. What is the policy really and your attendants need to know the correct information before they make a rude smurk and tell an Active Duty Soldier that he doesnt know the policy to early boarding. Please respond at your earliest convinience as she was very disrespectful.

V/R
SSG Enriquez Jesus Jr
ACO 3/144 IN ARNG
[protected]
Jesus.enriquez3.[protected]@mail.mil
Flight 957 from ElPaso to Dallas Lovefield departure time 430- boarding 455- departure 5pm

Our returning flight #141 was cancelled last minute to Oakland, CA. We were first told that it was due to fog, but after questioning why an earlier flight to Oakland took off and flights to San Jose were taken off as scheduled. We were then told our flight was cancelled due to maintenance. We arrived after debarking a cruise ship and which our toddler daughter was ill and had a fever. This was supposed to be an hour and a half flight. Which would get us home in enough time to take our daughter to see her doctor. However, our flight was cancelled and we were given two options to get on a flight to Phoenix and then catch another plane to Oakland, this was over a 4 hour flight or wait until 8pm for another non stop flight to Oakland. After explaining our situation with a sick toddler neither of these options would work, it was suggest we take an earlier flight to San Jose a city near Oakland. With no real good options we choose to fly to San Jose. We were guaranteed on a 3:55pm flight which was a 6 hour wait again with a toddler with a fever. However, we were told that we would be placed on an earlier flight as stand by, which after waiting for two earlier flights hoping to get on as a stand by, eventually found out that we actually were not on a stand by list cause we had guaranteed seats on a later flight. So we were lied too, probably to get us to be quiet about the inconvenience and our ill child. So after waiting 6 hours we got on a flight to San Jose, had to be Uber to Oakland ($65) where are car was parked, fighting 2.5 hours of traffic and another hour ride home. Getting home after 9pm. This was a horrible experience for us, plus they sent our baggage on the 12:15pm flight to San Jose so worrying that all our luggage would be there once we arrived. I want Southwest to return our returning flight charges and our Uber cost to Oakland. That is the least that can be done for the inconvenience and the stressfulness of this experience. Plus the lack of concern for our ill and feverish toddler. This was unacceptable service!

Bought a flight for my sister to come visit to help me with taking care of my kids while my husband was out of town for work. Her flight was at 1pm on Tuesday, and Monday night at 11pm she gets a text saying "your flight is cancelled." No explanation, no phone call to tell her so that she could reschedule, nothing. She had to call southwest herself, and they would not give her an explanation, nor would they get her on a replacement flight the same day. She does now have a flight to come out a day later, but we are devastated that she won't be coming out a day earlier as planned and I am without assistance until she can get here. For a company that supposedly loves their customers, they certainly didn't treat this situation professionally.

On a flight# wn 6185 from baltimore to albequerque on 10/15/17 2:00 pm all was going well until i went to the front toilet . This is where sheila the stewardess was, i stopped prior to going into the space where you enter the toilet . The toilet was occupied. She turns to me and says " you need to get back" so i stepped back a couple of feet . She said "you need to move way back" how is this any way to talk to a customer! i know what it says in your magazine about not having a line form and not to be in/near the cockpit. I was no where near this area . No smile, just rudeness! i made no comment to her because i know what happens if you confront a flight attendant/ stewardess, etc . Maybe she is burned out or needs a refresher course on how to treat customers/ passengers. An unhappy southwest customer!

My daughter was flying back to her home in norcal with an 11 month old and and 3 year old toddler, I always help her to the gate because they are handfuls. Well at 10:35 am october 23, 2017 at john wayne airport the attendant not only told me that the airport was too busy for me to go to the gate to help my daughter, but was the absolute rudest southwest employee I have ever encountered. As I was walking back by her after watching my daughter struggle through tsa she gave me the most ungodly smirk I have ever witnessed. I want her taken off check in counter, put her in luggage behind the scenes, or fire her butt. We fly southwest many times a year all because normally we have the best service ever! Now my blood is boiling over!

I was trying to put my carry on in a compartment when this very rude flight attendant told me I couldn't put it in that compartment so I began taking it down to put it in the other which I couldn't do in a split second because I weight 100 pounds and my bag weighs about 40. I was in the process of moving the bag carefully to not injure anyone else on the flight when she said "I don't know why she can't just listen to me why is she not moving down. She is incapable of doing a simple process what is wrong with her." When I was doing what she said, I just being careful. She is being extremely rude to the other passengers and has a nasty expression on her face 24/7. She hates her job and needs to be removed. Extremely unhappy with this service when I was nothing but polite to her.

Boarded a flight from San Diego to Chicago . Amazed at this day in age how being of a different race color youre pretty much ignored unless your white. The flight attendant scooby purposely skipped our row for drinks and snacks. He stated that my parents were asked about if they wanted anything. He said they said no. He lied. My parents are diabetic so we appreciate the snacks on board. I also had a toddler on board who was looking forward to the snacks. When we asked he ignored us. Basically had to ask for the lead flight attendant. Tiana was nice and made our flight better with awesome customers service skills. Scooby the male flight attendant hates his Job and it shows. Lack of respect for people who are paying his salary to fly southwest. If only management knew how he portrays the company.. he should really look for another job that caters to ignoring people and not listening. My parents are diabetic so to have their sugar drop would be an emergency that I was trying to avoid being that I’m a nurse and flight attendant. However when you have scooby as a flight attendant that doesn’t listen to the customers than maybe he can figure out what to do next time when he decides to represent flight attendants that work for southwest and portrays them as rude. But thanks to Tiana the flight attendant for taking care of us. You represent the company well. I hope management sees that. Note to southwest please hire flight attendant that love their job because there are plenty of unemployed people out there that would love them have scoobys job. This is the first time we’ve had a rude lying flight attendant that needs training in customer service and being professional. He should work at DICKs last resort in San Diego . Where scooby can be an butt to customers and represent himself well.

Again ... 2 nd week in a row
Congrats on being late or giving false info again
If I lived closer to IAH
I would switch Airlines
I am thinking about good old driving again
Why do they lie or give false info so often?
Very frustrating ?
Equipment issues? Really?
Last week I raced to the airport only to find that the flight was fully booked, even though I called the 800 number assuring me there were plenty of seats
Then had to wait 2-1/2 hours after running to the stupid gate
PLEASE JUST BE HONEST WITH YOUR CUSTOMERS WHO FLY WITH YOU ALL THE TIME
SERIOUSLY PEOPLE ?

My wife and I were leaving Chicago to go to our home in Norfolk and were checking 3 bags (October 7, 2017—9:20 direct flight). We get to the counter, and we were told to print out our passes (by "Rose"). I thought she meant boarding passes but she meant the stickers for the suitcases. This is no big deal, except she was rude when telling us this. Then, we didn't know how to put the stickers on, and they were really, really rude (seriously rude)--assuming we "should know" how to do this. Meanwhile, 15 feet away is the "full service section" with no passengers waiting. They could have told us to go there--if they didn't want to help us, but instead, continued just to be rude to us about our inability to put the stickers on. "Read the instructions" they kept stating to us--treating us like children (I have a doctorate, by the way). I quipped back something like—“they’re going to replace you as they’re making everything automated.” I don’t believe my tone was rude. My wife asked for the name of the attendee and was told “Rose” and that they don’t give out last names.

We ended up going to the “full-service section” because we never placed a large poster board on the “luggage” check-in with our other three pieces of luggage (because we had become so frazzled from the rudeness). They were extremely nice and helpful (there was a “Rose” there also). We told them about our difficulty with the “self-help” people and they retrieved a manager. He responded to us in a perfunctory manner. He mentioned we could submit a complaint online. Thus, I am doing this.
Bottom line, really really rude and condescending at the "self-help" check-in. This self-help section was new to us, and it would have been nice if we had received kind help instead of condescending, rude attitudes.

On Sept 30, 2017 i flew into Newark N J from. Oakland Ca
On arrival i went to pick up luggage and found out it had been taken by someone else.
I was in town for a class i had prepaid for at the Marriot Hotel which i was unable to teach my scheduled class because my clothes & retail products. & equip ment were not available.
When baggage was located i was told i could walk to the airport to pick it up which further unconvinced me. Not only did this incedent cause me embarrassment but i lost money and time trying to eleveate a problem that was not my causing

I wanted to get this story out for people to hear. A friend and I had planned a trip to Puerto Rico several weeks before Hurricane Irma. After several days of meeting the most amazing locals, we learned about the massive damage done to St. Marteen, and were expecting at least some what of a hit to Puerto Rico. Southwest Airlines had sent messages to us letting us know that our flight due out on Sept 9th was cancelled and we needed to rebook our reservations. We hunkered down and weathered the storm. Immediately we tried booking a flight out the next day only to be told that there were no flights out for another week or more. Even though San Juan was without power, we decided to head to the airport to check on possible flights and to rent a jeep to be able to navigate the weather torn streets of PR. Upon arriving at the airport, we met with an agent manning the Southwest desk armed with only a smartphone. She had given us her personal number and asked that we send her our original flight information. At this point we had no hope of leaving any time soon as the island was still battling down trees, power lines and little to no power service. On the Friday prior to our original return flight, Anita from Southwest sent a text message with our boarding passes for a flight out the following day.
But the story doesn’t end here. Hurricane Maria was right behind. As we all watched in horror the devastation of yet another hurricane and one that was about to punch PR right in the nose, we tried to maintain contact with our friends who had made reservations to visit us here in Charleston. Those flights were made with JetBlue. Maria was devestating, much worse than Irma and with PR just getting power supplied back to the outlying communities, all communication with our friends had been severed. Knowing how badly things were after the glancing blow of Irma and seeing the news reports of the widespread damage of Maria, it was clear getting out of PR again would prove to be a nightmare. I called JetBlue immediately to check on the status of the flights for our friends and as expected, were cancelled. Next available flights were almost two weeks out. Hot, no water, electric, cell service, food or even gas to power the few generators that were available down there, we had to get our friends out fast. I remembered what Anita had done for us just a few short weeks before and decided to reach out one more time. Again, Anita Santiago was there to get things done. Even though Annette was scheduled on a flight with JetBlue, Anita Santiago was able to get her on a flight that same day out of PR into Orlando. This was amazing. We all were thrilled. But again, the story doesn’t stop there. They not only got Annette out into FL, but provided her with a ticket into Charleston. All of this was done FREE of charge. Not a single penny was taken. SouthWest has been flying humanitarian aid in, nonstop since Maria and flying people out as they headed back to the states to pick up additional supplies. No one seems to be reporting on this and we thought it was important for them to be recognized for their service. Needless to say, I will be flying Southwest from now on. They are amazing.

I requested 3 seats together so me and my 2 kids can sit comfortably and safely together. It wqs confirmed with our boarding passes. They refused to allow us in our assigned seating. The stewardess was rude about it and the ticket man at terminal entrance. My daughter was terrified to fly and I am disabled, so they were not compassionate what so ever. I'm really disappointed with the services and the attitude. It would have been different if the plane was full of small children, service people or many disabled needing special services, but it wasn't. It was mainly business men and women who clearly could have sat in their assigned seats.

I was waiting at gate 127 in Florida returning from Jamaica to St.Louis, when I noticed a Lady at the booth pointing in my direction I turned to see what she was pointing at and there were six or seven wheel chairs with people waiting to board. When I turned around she was smiling at me I mouthed to her "who me" she made a motion with her hands and waist, than walked over and stood in front of my friend and said, " are you afraid? The customers are afraid to fly with you because your big". I told her that was no way to approach someone and to get away from me.
I saw she left the gate and told the other lady to call the supervisor when he came down it was not of any help he said it was the rules of the aircraft and that's ok but she publicly tried to emirs me, which is uncalled for. He than said that I refuse to give my name at customer service and was getting loud I relayed to him that was untrue the person that pushed my wheelchair and I through was there and even said he had his details wrong he than raise his voice and asked " what did I want him to do?" I said nothing and to leave me alone.
I have traveled often but never have I been so insulted by a person that is in charge of dealing with people many of the guests around me apologized for her and couldn't believe she acted this way, I would never recommend any person of large size to fly with you again. My flight boarded at 6:40 to St.Louis

I was a Business Select passenger on SWA Flight 3146 from ATL - BWI on 3 Sept 2017. I noticed that the flight attendant was serving drinks to other passengers but I did not have a chance to order. (I probably dozed off while she was taking orders). I attempted several times to politely gain her attention and ask for a drink. She clearly ignored my requests. I finally pushed the call button, which she eventually answered. I politely asked her for a drink and her response was, "were you asleep when others were ordering? You snooze, you lose!" She was sarcastic, impolite and unprofessional. The passenger seated next to me commented as to how rude she was. The flight attendant's nametag showed 'Cathi.'
This experience was surprising to me because I fly Southwest quite often and am always happy with the service; that's why I keep coming back. I hope this was an isolated instance and that Cathi usually represents your company well. She did not during my flight, however. Please feel free to contact me if any further information is requested.

Cordially,

Jim Hawkins

I was at the McCarran airport Tuesday morning and the agent by the name of Naomi was having a conversation with another airport employee at the gate my flight was supposed to be leaving from . I stood at the desk where they were talking for about 2 minutes trying to find a break in their convo. After waiting for what I felt was an appropriate amount of time I said "excuse me, I just have one quick question" She ignored me for a second to finish her convo and then proceeded to ask what I needed. While looking up the info I needed she blurted out "you know, you interrupted my conversation" I replied " oh I'm sorry I thought I gave enough time to wrap it up, i just had a quick question" she kind of went back and forth with me and I just decided to walk away, she tried to change her tone once I told her she had horrible customer service but it was too late I was already walking away . I fly southwest often and have never exiperienced anybody talk to me like that !

I flew flight 788 from Denver to Pittsburgh yesterday. They served snacks and drinks and a while later came around again and asked if we would like anything else. Me and another friend that were flying asked for more drink...she took our order came back with one drink for my friend which was wrong and would not bring mine...my friend said it was wrong and she got nasty and said I could not hear you...when she came through she would not collect our trash...not the way to treat a customer