Southwest Airlines

To whom it may concern,

My name is Jubal Dunnigan and I have been using Southwest Airlines and southwest vacations for almost 20 years. However because of the terrible customer service and prejudice I will be stopping after our up-and-coming vacation this April. I have contacted customer care numerous times and had no customer care or service. I am sure you receive tons of e-mails, and my 15 to 20 people that travel numerous times a year together for vacation won't be a big loss. But I figured I would let someone know why you are loosing customers. Being a Regional manager of a large corporation, I would like to know when my team is being selective in their customer service and nor treating people fairly and the same. We have a large wedding party going to Jamaica  (54 people) and we booked our trips early last year. Several of the people going were watching the price of the trip for others to join in. When the price of the same trip and same reservations as ours dropped, several people called and received credits for airfare from southwest. The same people called numerous times as the trip continued to drop. I called and was told there was nothing that southwest or southwest vacations could do for me. I spoke to a customer care rep via text and he agreed that there was a significant price reduction at the time we spoke...1800.00. After we text back and forth for a bit, he told me I had to call back and speak to someone live to get the credit... I still have a copy of the text. It took me 2 days of sitting on the phone for hours to finally reach someone again. They told me once again that I could not be helped. I guess all the others who were helped and received credits were more important than me. So I just wanted to take a little time and let you know what your team is doing in the field per se. I will start looking at alternatives too southwest to plan my vacations and business trips in the future. Have a great day 

I used to be a frequent SW flyer in the past before entering company preferred air travel- recently I booked a flight on SW:

On Wednesday, January 26th, SW 398 from DEN to SEA, there were multiple passengers throughout the flight who were not wearing masks. I was sitting in row 11, and while in flight, I visually saw 3 passengers (all in front row of me) who chose not to wear their mask entirely, or below their nose, or intermittently when flight attendants walked by. When drink services came by, I did mention to a flight attendant that a gentleman had his completely off (30min into the flight, speaking with his seatmate, who intermittently removed her mask). The flight attendant had already requested the man to put it on before getting to my row- but he did not comply. Once the plane reached the gate, and passengers were standing up to begin the deboarding process, I counted 10 passengers within my immediate vicinity (5 rows in front/5 rows behind) who had masks dangling from an ear, loosely over their mouth only, or just not at all. Most placed it somewhat correctly once exiting.

There was only one announcement for mask compliance at the beginning of the flight. Flight attendants did not enforce this FAA mandate. I feel my exposure and risk was increased due to passenger incompliance and lack of announcements and enforcement. I have flown several other airlines, and it is normal policy to either make additional announcements throughout the flight, individual compliance requests to passengers, and/or the consequence of police meeting the plane at the gate for those passengers who do not comply with the law.

I will actively choose not to book on SW in the future, and I will be sharing my safety concerns with others who consider flying SW.

Amanda

Customer service at Southwest counter in Albany horrendous. My flight was delayed twice. I was told flight was in the air. When I enquired as to the issue I received a Karen rant from one of four workers socializing behind the counter explaining that they were working as hard as they could and it was a manpower issue. . I fly every other week on southwest and delays have been common but this is first time I have been berated by an employee over the matter. Switching to JetBlue. All their flights were on time today.

Our flight back home was canceled the only options we were given were much later times with multiple layovers. When we called it took 2 and a half hours to speak with a rep who failed to fix the reservation. So, we had to call back a second time and again wait on hold over 2 hours. Then they did not honor the "early bird" we paid for and we got bumped all the way to the back of the line on the new flight. Terrible service, very high likely hood your flight is canceled. Service is horrible. I have no positives about this airline. It is trash. Never fly with them again ...my advice book with a major airline southwest is not worth the headache.

white woman can travel with any other race daughter son any person under aged

I am flying to the USA and was thinking about using your airline, and was especially looking forward to hearing the pilot sign off with the immortal words ‘Let's Go Brandon'
However I have heard you are having an investigation into the pilot who cheered everyone up that day, so unless you make it mandatory for the pilots to sign off with the words ‘Let's Go Brandon' I won't be flying with you, kind regards

I have received no response to my letter:

Via email and US Mail
10/20/21

Laura Sanders
Southwest Airlines
2702 Love Field Drive
Dallas, TX 75235

Re: Case #[protected], Karryl Turney, Rewards #[protected]

Dear Ms. Sanders:

I received your email response the above-reference case indicating that I would receive a $150 voucher for my inconvenience. Please reconsider my request for a refund, not a voucher or credit, for the full amount of my flight expenses in the sum of $737.94, representing $497.96 (Confirm 23ZN7O) and $239.98 (Confirm 2OVD8V), respectively.

On October 9, 2021, my round trip from Austin to Manchester was cancelled when I arrived in Midway Chicago. Southwest delayed my flight #3081 to Manchester from Chicago and rescheduled me for the evening of October 11, which means I'd lose 3 days of my photo trip. I incurred $2, 750.00 for a private N.E. photo tour from October 9-16 with six other photographers, which is not refundable. I spend the night in the airport (with no vouchers for food or a hotel) and, after many changes by Southwest, got booked by Southwest to go back to Austin the follow day on October 10th. Southwest customer care line came with a 120-minute minimum wait and the SW cell phone app was not syncing. Help by Southwest personnel in the airport was a challenge due to long lines of 60+ at every gate. Any communication was sporadic and inconsistent.

Somehow, my luggage was sent to Manchester the night of October 11th on flight 3335 in the evening and was not available to be rerouted for pick up in Austin until 10/15 (Confirm 2OVD8V, Bag Conf #[protected]). Therefore, I waited 6 days for my luggage and had to pick it up.
Know that I'm a senior citizen who has been a long-term customer of Southwest and shareholder. I respectfully request that you reconsider compensating me for my miserable travel experience due to Southwest's staffing/operational issues. The weather that day didn't affect other airlines. I missed a unique trip and incurred substantial expenses. I now question Southwest's concern and loyalty to its customers.
Sincerely,
KARRYL TURNEY
Karryl Turney
[protected], [protected]@gmail.com

Do not use Southwest Airlines as they do not respect or recognize the pandemic that has plagued the world over the last year. Many seniors due to restrictions have not been able to travel due to high risk situations and yet Southwest is profiting off of fares that were purchased just prior to the pandemic starting. I booked a ticket in Aug of 2020 for a flight in Dec 2020 for my 79 year old father. Southwest would only honor tickets for 1 year despite the on going pandemic and no notification/communication of expiration. During this time my father suffered major health issues and was not able to travel. Southwest claimed because they have been offering flights during the entire pandemic they will only honor 1 year expiration. I have lost out on airfare and they are profiting off of those less fortunate during this time. I will no longer ever fly with Southwest and will be sure to share my experience with this company. Truly not a reputable company. If there are any class action lawsuits would like file a claim.

I am a frequent Southwest Customer. While I have been vaccinated, I do not believe that it should be mandated. It is against our freedoms!

We will not be flying Southwest so long as you mandate the vaccine!

My confirmation number for flights SDF to Bwi 10/12 SW Flight 1343 departing 7:45 arriving 9:20 was cancelled New flight 2222 departing 5:45 am arriving7:20 am. NO Notificatiokn

Connecting flight 471 BWI to PWM departing 1100 am arriving 12:30 pm cancelled changed to flight 616 departing 1055 arriving 1220 PM. NO NOTIFICATION.

Return flights 10/18 Flight 175 PWM -BWI. Depart 4:35 arrive 6:10 pm. Cancelled and changed to 1846 1:05 pm arriving BWI 2:40 pm. BWI to SDF 9:10 pm to 10:50 flight 581 cancelled and changed to flught 505 4:20 pm to 6:05 pm.

Four flights, four changes, NO NOTIFICATION. ONLY REASON I KNEW WAS A PROGRAM I USE CALLED TRIPIT ALERTED ME TO PROBLEM WITH ONE OF THE FLIGHTS AND TOLD ME TO CALL SWA.

AFTERWARDS I CHECKED another trip confirmation 4YRWRX. DIRECT FLIGHT SDF TO PHX CANCELLED. NO OTHER DIRECT FLIGHTS. HAD TO CHANGE MY FLIGHTS. AGAIN, NO NOTIFICATIONS.

THESE ARE FRUSTRATING ENOUGH WITHOUT ADDING INSULT TO NOT EVEN GIVING US TIMELY NOTICE WHICH CAN BE AUTOMATICALLY PROGRAMMED TO BE SENT. BUT SWA DOESNT CARE ENOUGH ABOUT THEIR CUSTOMERS TO GIVE US THIS COURTESY. THERE IS NO EXCUSE FOR THIS

WARREN ALTER, multi year AList flyer.

Unbelievable amount of flight delays and changed flights this year.

I'm A-List Preferred and fly 70 times a per year. What a mess Southwest has going on. Recently started booking United and have had no issues.

Today my wife delayed out of Dallas to ST Louis, and going to miss connection flight on Cape Air. Likely have to rent car now.

I have always use Southwest Airlines, but after my last two trips I'm not sure anymore. Both trip one in July and the other this week. After boarding both times we were told to disembark because the plane did not have the maintenances done. Which lead to and 2 hour delay. I have a trip in October in which I'm thinking about canceling and using another Airline. I feel that Southwest should have given me some type of refund or something for me being inconvenience after relaying me. I am truly truly disappointed in Southwest Airline

Flight #3KPFV7

This complaint is in reference to Flight # 1042 for 8/26/2021, Myself (Connie Grady and my fiancé Vincent Layne was on Fight 1042, the way the whole situation was handled was totally wrong. First they said the plane was overbooked and ask for volunteers to receive $1200 voucher and fly to Houston Texas and next day to Montego Bay and then they said passengers with boarding passes C6 and above could not board plane and they were given several offers. So we board plane and after several hours and several excuses flight was cancelled and we offered NOTHING! We was giving another boarding pass for flight 1042 leaving 8/27/21 We had to spend the night in the airport no where to sleep and nothing to eat! We missed a day arriving to Montego Bay to stay at Secrets St. James. We didn't have money for hotel! This was a horrible experience for me! Everyone I have spoken to states we should have been put up in a hotel and given a food voucher or given another free flight. Southwest ruined my first trip to JAMAICA! I can be reached at connie. [protected]@hotmail.com or [protected]

Flight number 1699
Confirmation 4C34PW
July 26th.
7:25 PM boarding time
Love Field, Texas

Flight delayed over an hour.
Boarded flight and sat in two seats that did not recline. Seats narrow to begin with. I took it all in stride.
The only male flight attendant was serving on the flight. Flight totally full and, with the wait, passengers were not too happy.
When the chips are down I try to make light of it to ignite a smile. Instead the flight attendant said to me, in a stone face manner, "you must have been the class clown in school". A derogatory statement that I took me by surprise. I felt very uncomfortable because I do not take myself as a joke.
I did not say another word for the duration of the flight. Later during the flight the attendant stopped and said that I was very appreciated. I guess he realized the comment he had made was improper.
I understand that passengers can get testy. I do not understand why the flight attendants can act that way. It was not a ten hour flight. The flight wasn't in the air more than a half hour.
My complaint may sound petty to you but I honestly felt attacked.
Really makes me rethink about flying Southwest again

The only female flight attendant on staff was extremely rude to my father who recently suffered a stroke and cannot walk, use his left arm, or speak english… she yelled at him and embarrassed in front of everyone multiple times…. We are frequent fliers of southwest and i feel very uncomfortable flying with a flight attendant who does not know how to treat clients and was unaware of his handicap needs, language barriers, and racist. All of which, is unacceptable. Shame on you southwest.

I am very disappointed at how Southwest handled the delayed and canceled flights. Myself plus 5 others booked our flights to San Diego in December of 2020 and our return flights back to St. Louis in December also, both nonstop. We were to depart STL on 6/17/21, leading up to our departure date our flight was changed x2 as well as our return flight. Which was fine, booking flights that far in advance changes are to be expected. We made it to San Diego nonstop everything was great until it was time for us to return home on 6/26/21. Our flight was scheduled at 8:30a. Our flight was canceled a few minutes before it was to start boarding. The only reason I found out the flight was canceled is because I had forgotten to check my sons stroller. So all flights to STL was canceled due to weather. We were not able to get rebooked until 6/28/21. One of our family members had to be at work the next day. The staff told us they could get us close to home but we would possibly have to drive the rest of the way and no, they were not going to compensate us for this inconvenience. They found the 1 family member a flight back home on 6/26. For the rest of us, we were rebooked for flight on 6/28 again not even being compensated for a hotel. Also the flight we are booked on, made a stop in San Juan, Utah and then Denver. We get to the San Diego airport to find out that our connecting flight to Denver has been canceled. So we have been on a plane for 7 hours and with my 5 year old son crying that he is ready to go home! We land in Denver and attempt to get booked on flight to STL. There are not enough seats to accommodate all 5 of us on one flight. So one person left 6/29/21 that morning, 2 people left 6/29/21 that evening and my flight with my 5 year old was scheduled at 9:30p. My flight was delayed 5 times before the plane departed at 1am! 2 of my family members luggage was lost, 1 bag made it on their plane and the other 2 did not. Not sure how that happened. It would have been great if Southwest was honest and stated we have staffing issues, we are going to do the best we can to get everyone where they are supply to be. But lying and continuously selling flights that they had no staff to cover the shift. I've never had any problems with Southwest until now, I will not be using them for awhile. This was a horrible experience for me and my family not being able to get home when your supposed to and spending extra money on accommodations that were out of my control.

WE booked a flight from san Diego ca. to Las Vegas on Jan. 3rd.2020 for travel on or around my birthday 2/18/20. Later in Jan. I was diagnosed with kidney cancer and had to cancel flight. We got vouchers, we called on July 3rd 2021 and was told they were no good. And no refund. I have a letter from my Dr. saying I was having surgery on the 13th of Feb. 2020. There is no way I could fly. My letter is in PDF I don't know how to send it to you. Other than by e-mail. I don't think it fare of you to keep my money for no services rendered. Confirmation number is #SX2T8N. Talked to Tayler on twitter yesterday but no one at twitter today to chat with.

Hello I had a problem on June 13th flying back from Cincinnati, I did file a complaint, I wanted to make my dissatisfaction known, I realized that I ended up upgrading my seating position because the rep put my daughter and I seating way back, the reservation # 4theij, I should have not have been charged extra and really should be compensated in some way, I called and did file a report, Please read report,

In addition, I have attempted to call email contact on social media almost every day and no response, I called and was on hold for almost 4 hours no one ever answered. I am a disabled individual and not once was I offered help which i asked for, my daughter was with me and they separated out seating. There is a complaint filed but was told it is being used for training purposes and contact customer relations, which I have been trying to contact for a month… absolutely unacceptable. I have attached screenshots of just a couple calls for waiting times, but I have more.
Do not believe this problem is do to COVID-19. Just poor customer service

Hi, my name is Clinton Coleman # 22IDZ3,
and I was on flight # 3243 on June 24th, 2021, leaving from Las Vegas to Oakland CA. However for the first time I had a horrible experience on Southwest, first I had to cancel my plans that I had made in Oakland California for the June 24th, 2021, due to the fact that the plane set on the run way after we boarded for over an 1 hour, due to the fact that another plane are 2 had cancel their flights, which took about 30-45 min for them to load the plane. Then once that we done the plane to completely full, then the pilot states that we have to wait a little longer per they have to make sure that all the bags form the cancel flight was on board, so that was another 20 min or more, once that was done. The pilot got back on the speaker and said that we need to get more fuel because to plane was to heavy, and that we would take longer to get to Oakland due to the amount of people and luggage that we have on board again she states that the plane in very heavy of which at that time I was really scared. then once all that was over was started down the runway, and stopped again the pilot comes on the speaker again, and states we have to much fuel that we have to stop to burn some fuel off, that touch maybe 10-15 mins, once that was done we started down the runway again, then the plane stopped again this time the pilot said nothing we just sat there for about 5-10mins, then we finally started down the runway and finally took off, I love flying Southwest but this last experience scared me, and I lost money due to having to cancel my plans that where paid for. I would really like if someone could call be back or email regarding this experience.
Clinton Coleman [protected]
email: [protected]@gmail.com

I was scheduled for flight 4936 on Saturday 6/26/21 at 4 pm MST. My flight was delayed then canceled due to weather. I understood that but I went to get my baggage around midnight and found out that I could not get it. I needed it urgently. I have a condition called Von Willebrand disease and abnormally shaped platelets causing my menstrual cycle to be very bad. During the time waiting for the delays I had already gone through 3 changes of clothes that were in my carry on. I needed my luggage very badly. The supervisor in the Baggage Claim dept told me I should have been more prepared there was nothing she could do to get me my bag. This was totally embarrassing in front of all the other passengers in there and the other staff. That is NOT how you treat paying customers. Then I ended up sleeping on the floor waking up in a pool of blood in the floor in the airport. By 5am I had no more maxi pads, no clean underwear or pants. I had to call a taxi which costed $30 for the trip there and $21 for the trip back. I had to then purchase a pack of underwater, pads, clothes and other items to clean myself up costing me another $60. I was unable to book a hotel they were all full and was so sick I could barely hold my head up my medication for the craps was also in my bag. Fast forward the flight that was rebooked was the following day at 6:50 pm. So I had to walk around the whole day and evening still not very clean and not feeling well. The whole event cost me roughly $250 between clothes, rides, food, and then the way I was treated and have a medical condition. I arrive in Charlotte from Denver at 1 am EST (roughly) and my baggage is in St. Louis. This is now the next day 6.28.21 and my bag is at Charlotte but I keep getting calls they have not been able to locate it. I called in and they said someone from Charlotte would call me it is an hour later and nothing. I will never fly Southwest again. I plan to get an attorney unless someone decides they can reach out to me and do something for what I have been through. That is unacceptable.