Southwest Airlines Customer Service Complaints - page 4

First time I called, I tried three times and held for up to 30 minutes but could not reach anyone. Today I have been holding for over 40 minutes!

still on hold!!!! 2 hours and 4min and have not spoken to a person yet OMG HORRIBLE!!!!!!!

Your new phone sevice just not acceptable. I've been holding for nearly two hours, which
never happened before.

WARNING!!!! Never buy a round trip ticket from Southwest anymore!!! If for whatever reason you can't make the first flight of your trip and can't reach them by phone 10 minutes before the flight, they will steal the "FULL VALUE" of your ticket. Meaning they also cancel your future return flight home, you will be forced to buy a very expensive ticket to return. Always buy 2 one way tickets so they can't steal the return flight from you.

The notion that travelers should feel free to carry on two or more bags is the worst customer service idea yet. We traveled to Las Vegas in November and there were about six of us that could not put our small bag overhead, because passengers were carrying on more that two bags. The inability to put one bag in the overhead bins for the six of us caused us to have to leave our bag to be checked, and retrieve it on the carousel for large "checked" bags. Very inconvenient. Apparently the airline is desperate for riders, and feel that allowing passengers to carry on as many bags as they feel like it is a good idea. I am desperately looking for another airline that has assigned seats, and are more considerate for the general public.

Flight on 11/29/14 from PHX to Chicago Midway was OVERBOOKED! This bumped 2 family members (senior citizens) off the plane. Could not get another direct flight! Was 9 hours late arriving at Midway. Bags were on a different flight and NOT LOCKED OR SECURED AT MIDWAY UPON ARRIVAL AT MIDNIGHT. Anyone could have walked off with their luggage!

SWA used to be one of my favorite airlines; however, they now seem to be more worried about stock price than customer comfort and safety. On October 2, 2014 while returning from Little Rock to Las Vegas, I took a window seat and started dealing with a progressing problem...NO SEATING ROOM. I am 6ft6 and the seating is shrinking yearly. I was crushed lengthwise into my seat with my knees smashed up against tray table and got set for another uncomfortable flight. Could it get worse? Yes.. Just before takeoff a morbidly obese woman attempted to sit between myself and the lady in the aisle seat on my row. She could not fit between the armrests and it was necessary to raise the armrests to accomodate her large size. She was so large that she overflowed at least 4 inches into my seat AND the lady on the aisle's seat. This was a 3 and 1/2 hour flight that both I and the lady on the aisle subsidized the extra space needed for this flyer's immense size by giving up a large portion of our already stingy sized seats. I could not move at all and the woman had to drop her tray table just to have an area to place her arms. During the flight the person in front of me reclined her seat and came directly down on my left knee cap. My knee was swollen for three weeks and I finally had to get it X-rayed yesterday. No results back yet, but this should have never occurred. SWA has tightened up their seating to the point that only the smallest of people can now sit in comfort. I believe that this woman should have had to purchase a second seat instead of relying on fellow passengers to subsidize her comfort at other passenger's expense. SWA needs to think about passenger comfort and safety rather than experimenting with passenger breaking points. There is no use in pre-boarding as there are no comfortable seats on their planes anymore. I would guess this woman's weight at 400 pounds and I feel she should have been forced to purchase a second seat. SWA needs to review their policies on seat sizes and leg room. Additionally, they need to enforce their stated position of requiring passengers of size to purchase a second seat instead of expecting other passengers to susidize these extra large passengers. I will receive the results of my X-rays in a few days and I fear that there may be permanent damage to my knee. SWA needs to build their profit margin on passenger comfort rather than shrinking seat sizes. I will be visiting my mother once more during the Christmas holidays, but will not be flying SWA as I normally would. My wife and I have chosen to drive rather than having another uncomfortable flight on Southwest. I am a 100 percent disabled veteran and just cannot fit into these ever-shrinking seats. Profits can be achieved in other ways than crushing passengers in like cattle. SWA needs to consider passenger comfort and safety rather than making Wall Street happy. Wall Street doesn't fly SWA. Real people fly on your planes. Not Munchkins. Wise up SWA. If there had been a fire on that flight; I am certain I would have been trapped and would have perished due to lack of room on your planes. I would rather spend two days on the road this Christmas, rather than 3 or 4 hours being crushed. Please reconsider your policies regarding seat size and customer comfort.

We have had a good experience flying from Oklahoma City to Indianapolis on 10/31. We had intended to only be here for the weekend with our return flight leaving on Sunday 11/2. We came in for a wedding and was surprised when my Uncle Edwin Moreillon passed the morning of the wedding day. I called to get information on rescheduling my flight due to the Funeral, the Representative I spoke to was very helpful and told me we would likely incur a charge for changing the flight. I appreciated the information and understood what she was saying. However, I was greatly surprised when I found out the charge for rescheduling was $139 per person. My question is if Southwest Airlines has any kind of program to assist with the cost when the reason is due to a death? I would be interested in receiving some follow up information from Southwest Airlines regarding a program or forms/process that may assist with the cost of the re-scheduling fee in this type of situation. I don't know if it is possible for partial credit, or discounts on future flights, but I would truly be interested in any information you may be able to provide. I have rescheduled my flight to return to Oklahoma City from Indianapolis, 11/5 leaving tomorrow afternoon after the funeral in the morning. My confirmation number FPW28B my name is Paul Moreillon, I would be glad to provide a copy of the Obituary if needed. My email address is , I look forward to hearing back from you in this regard. Sincerely, Paul B. Moreillon

Worst experience ever. Forgot to cancel flight, did not know they had "no show policy", since it just started last year. I guess not cancelling the flight is my flight, but SW is not issuing rapid reward points saying they cannot issue because trip wasn't flown. This is messed up. SW is not jut keeping the money (not refunding any portion of flight) for the full flight, they are also neglecting issuing points for a flight I've already paid for. Not only was the policy messed up, but the person who attended me was rude and impolite. Rather than listening to what the customer had to say, she would interfere in between, saying "that's all your fault." First of all, no matter whether the customer is right or wrong, you do not interfere when the customer is talking. And second, there is a better way to go about it than saying "your wrong!!" to your customer. I've been flying SW for over 20 years and never had problem with them. I don't know who is operating SW right now, but they really need to go back to basics. SW used to be a company with high quality standard on customer satisfaction. But nowadays, all they care is about making money and not making the customer happy. I will definitely never flight SW again. They just have lost a faithful customer for life.

After my husband and I completed our trip from Burbank to Portland, we wrote a letter about an incident we had when coming back home. All details are in the contents of the mailed letter. We are surprised that you haven't answer our letter. About 2 weeks ago we sent copy of that letter and we still don't hear from you. Please check your regular mail. We sent the letter by regular mail, not electronically. Please don't ignore our request. Thank you.

I f�¨el like I have been unwillingly placed on a reality airplane survival show. I am going on day 2 of flying problems that stemmed from my flight from boston to chicago yesterday due to a plane fuel malfunction.debi chalifour

I left my Dell computer at the Love Field waiting area. The represenative named Marylnn called to tell me she had it & it was going to be locked up for safety reasons. 3 days later she called to tell me she was going to mail it to me. I still haven't received I did write to the chief of SW airlines. he told me to call or email Marylnn again & ask where is my dell computer.

I spoke to MaryLnn she told me she had my dell computer & she was going to have it locked up for safety. reasons, then she called back & told me she was going to send it to me by FEDEX. I still haven't received anything. Just need to know is my Dell Compture still there. please let me know what is going on, I can't drive over ther & pick it up I am in Wilton,CA. My sister lives in Denton if she has to pick it up please let me know so I can tell her. Thank you for your time.

I spoke to a representative Maryilynn she called me to let me know they had my laptop Dell computer. She logged in & found out it was mine. She told me she would be putting it in a safe place where there was a locked up. I need to know if she is still there or anybody else my mailing address is: p.o.box 626 Wilton Ca 95693. I can not go to Texas Love field since I am in California if someone can pick it up for me it would be my sister Elva please let me know if it's still there.my #916-601-5383. I did send a letter to the chief of Southwest Airlines & he called me today & told me to write to you guys. Hope you can help me or give me some news. thank you for your time

I really like flying Southwest Airlines employees are great & very friendly. I always use Southwest Airlines & so does my family. I do have one complain on Sept.26,2014 I flew back to Sacramento, However I left my laptop Dell computer at the airport 2 persons called me & told me they had it they told me they would mail it to me I gave them my address.I still haven't received. I spoke to Mr. Tori & Ms.marylan and another female I don't recall her name. But I still don't have my laptop.They verify the info on it & I told them how to get in it & they read some information that I had so they figured I was the real owner. My name is Elizabeth Flores my addr: p.o. box 626 Wilton,Ca 95693 my physical address is:. I would appreciate it if someone in your office can let me know if they are going to send the laptop to me. I also mailed a letter to FEDEX telling them to get my laptop from Dallas TX.

my name is middy true i am from danville ky and i resently traveled southwest with my son and his spouse and grandchild. i noticed that people with children was not able to board the plane first. i dont agree with this policy. a child needs assistance from the parents with their carry on luggage and with seat belt etc... If your a group is boarding first because of paying more then can you still have children and parents first and ask them to seat in the back of the plane if they do not have an a ticket?
Also my luggage was damaged while traveling and I was traveling with my family. I did not want them to have to wait at the airport while I try reporting my damaged bag. The child was tired and frankly so was I. We had been traveling all day. And what if I had to go directly to a business meeting. Will I have time then to report damaged luggage. No. My families time and the time if I was attending a meeting would be more important then a damaged bag. I must say that with the exspection of the two problems the flight was enjoyable and very good plights. I have spoken twice to the 800 number about this but noone seems to care. Maybe the owener of Southwest Airlines would.

I had to cancel a non-refundable reservation due to an acute illness in the family a day before the flight. As it turned out, the family member died the day of the scheduled flight. I wrote two letters to Southwest Customer Service explaining what happened and asking if I could get a refund under the circumstances. I got absolutely no response from either letter. Not an acknowledgement, nothing, nada. That is the epitome of poor CS. I'll use an alternative airline from now on whenever possible. Too bog for your britches now Southwest, eh?

Darlene in check in at the Orlando international airport was extremely rude towards my party. My boyfriend was checking in to leave for 5 months for the air force and I had asked if they did gate passes, she hastily replied "no". Then I asked her if she knew which airlines did the gate passes and she again replied hastily saying "I DON'T know". She didn't want to help and did not know the information I was asking.

I fly Southwest Airlines all the time and I'm an A-List Preferred Customer. Today I met the rudest employee of Southwest Airlines and I can't get anyone to help me. I'm very disappointed in Southwest and I can tell you if you lose your back in Birmingham, AL you will be treated with disrespect. I've never been treated so poorly by anyone at Southwest Airlines and I'm frustrated and disgusted. Gary Watson

I echo the serious complaint that others are writing about. There is no rational for the policy that, not only cancels the flight that the customer doesn't cancel, but also the return. I woke up very sick on the day I was to fly, did not call in, did not know that I had to cancel, my husband was taking care of me, and he knew nothing about the policy. Thus, we are currently out over $350. Not only does this policy make a previously courteous and user friendly airline, unfriendly, but it is making many people very unhappy. While Southwest may have advertised it's change in policy, it does not call attention to this rule in a significant enough way. It is, as if, one should have a "black box" warning large enough and prominent enough to alert the very customers that Southwest wishes to serve and wishes to retain as customers. I can't imagine that the added income will be worth it to Southwest in the long run. It definitely feels like we have been robbed.
I am going to continue to try to get the money deposited back in my account. Wish me luck!

Ginger, confronted me in flight. 4296 was the flight number. Arriving in Tucson Sunday February ,9th .I was in restroom flushed toilet, and as I opened door heard as I was so rudely interrupted, I got embaressed, because I thought she was refuring to me. As she gathered garbage I glance at her name tag wasn't obvious Did mean to make it obvious. Ginger ,confronted me ask me what I was looking at. I tried to ignore Ginger but she wouldn't let it go. So I said , I was embaressed ,when I walked out of restroom, Ginger informed me she was refuring to pilot. I apologized, Ginger, keep on how she'd done this for 30 years had lots of acomidations ,started crying, I'm really imbaressed now cause shes making a big fuse, she walked by again I mouthed I'm sorry, Ginger mad doged me, she ruined my trip back from Georgia. Maybe something else was going on. At one point I saw pilot. On phone, also noticed all the lady's were looking at passengers, feet more than I ever notice before. Ginger, scares me, she was very was out of control. I ask her to let it go and apologized more than once.

Line always busy= NO customer service. I bet SW has the phone off the hook. They don' t want to deal with problems!

the 800 number has been busy a looooooooooonnnnnnnnnnnggggggggggg time. Is there another number or way to talk to a person about a current reservation?

I have been on hold for 1:20 minutes. Are thy open 24 hr

Awful! I was granted an extension on a voucher and was sent a new one only to be sent an expired voucher. I called back and was told it was a glitch in the system and would be sent an new one within 7 days....it's been 12 days and nothing. I started trying to call the (214) 932-0333 number provided and it's been busy for 5 days. I called a 1800 number that I found to be put on hold for .30 minutes only to reach someone who was not at all helpful. All she said was its a busy time of year and that is the only number I can call and to keep calling. I explained to her that I've been trying for 5 days with no luck and she didn't care! Southwest will indefinitely lose my business!